This is what you're paying extra for when you buy a mac. Make no mistake.
Not that Apple doesn't have issues, but they do tend to be on the low side. When they do have them, they are usually good about fixing it, as well.
The keyboard thing is disappointing but it sounds like they flew too close to the sun and are working on it.
The other big one in recent memory are the iPhone 6's bending. The real issue was that they didn't have a good company-wide policy for stores to follow, so it was often down to how nice the manager of the store felt that day.
this made me wonder if one can pay to get faster service from apple.
this is in amsterdam (NL). btw, once you get through, they are helpful and the experience is positive. i suppose they haven't scaled support with their sales/problems.
work continues with an x220 (i forgot what a good keyboard feels like!).