You say you’ve never heard of such a thing … until now, they’ve replaced the keyboard twice so far (and just replaced it with the same faulty model) and both times wiped the hard drive. And it was the same machine except for the keyboard. But they don’t believe me that it’s a hardware issue until they prove to themselves that it isn’t a software issue.
You deflected from the actual question, though I know that you aren’t in a position to know the real answer.
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