Options after MacBook Air returned with faulty keyboard

The last thing we want to do is set up another appointment only to have Apple send the laptop back again with the same problem. What do we need to do differently this time? Can we record a video of the problem happening to show to someone?

Obviously, Apple is the one who will conduct the repair. But we already did that. We made the appointment, talked to the genius, sent the laptop in, and the laptop was sent back to us with the same fault still present.

What do we need to do differently this time so that the repair is actually completed?

Who am I supposed to tell to do it right this time? The worker at the Genius Bar? They did their job, they were friendly and courteous. But after they take the laptop, communication ends.

The experience has been awful, my mom essentially feels like she has been accused of lying. But why would someone even lie about a problem like this? She is the original owner with proof of purchase.

Being told to just do the exact same thing we already did and hope for the best is not encouraging.

> So, take it back and tell them to test it for several days with someone typing for at least 15 - 20 minutes each time.

I know you're being sarcastic but that is what the problem is. Why wouldn't they just repair the keyboard? They're spending money to have someone sit and try to prove that the device is not faulty, just so they can send it back without conducting a repair. That isn't customer service, that is a customer disservice.

Is there not a number I can call, or customer facing email I can use to talk to someone who will make this right? I want to escalate the issue.