Poor communication between the front desk help and the techs in back seemed to have contributed to my not receiving the necessary service I went in for. Uploading Mojave OS to my 2017 MacAir two months ago, disabled many of my keys. From what I read on-line, this was a common issue with Mojave, and the only solution to reestablish a fully-functioning keyboard, is to delete Mojave OS and return to the device's original OS. So I went in at 9:30 am to ITeck where I was met by a pleasant gal at the front desk. She filled out a work order for the tech coming in at 11:00. I explained to her how I needed to have Mojave OS removed from the device, as it had disabled my keyboard. I was also leaving my tabletop MAC's external keyboard with them should they need to use it when working on the device. The gal explained that by eliminating Mojave, it would wipe out everything stored on my laptop, so I told her that I understood that and that I had backed it up on an external device. I just needed to have use of my keyboard again and I wanted to save a trip to the Apple Store in Orlando to delete Mojave. She said it would be done by end of day. It was ready by 2:00 and when I went to pick up the device, the tech who brought it out to me just handed it back, closed up, and headed to the cash register to ring me up. I asked if the device's keyboard had been restored, he did not say one way or another, but responded with, "Oh, we were wondering why the keyboard was with it." This told me that the techs who received the job had no idea that the reason I brought the device in was because my keyboard had become disabled. I opened up the laptop and saw the Mojave logo on the desktop, although it was darkened. I was not sure what that meant. I asked him if they had deleted Mojave, and he said that everything had been taken off. Frankly, he did not seem concerned about whether the work had been done right or not, as he continued to ring me up. I asked him if High Sierra was now the OS on there and he insisted that whatever my original OS was, is still on there, but everything else has been deleted. Because I was not hooked up to the internet, I could not do much typing with the keyboard in the store, but I tried typing in a search window and keys seemed to work, but I did not try all of the keys. I was concerned, but was in a hurry to take my boyfriend to a doctor's appointment in Titusville, so I paid the $60 for the job, as agreed. Well, as it turns out, Mojave was never deleted from my laptop and all of the far right and far left keys on my keyboard are still not functioning. So, basically, I paid good money for them to NOT HAVE DONE WHAT I ASKED, AND to have contents of my laptop wiped clean, on top of that. The only saving grace to this story is that the external keyboard and mouse are working more efficiently now that the device is empty, so I can at least use it in that less-than-ideal capacity. In the end, I can't even say if this group of techs have the ability to successfully service MACs, because my issue was not solved by them. It may be more of a phone repair outfit, can't say for sure. From now on, it's an advance appointment at the Genius Bar for this Apple girl. Lesson learned. read more
