2018 and Newer MacBook Pro and MacBook Air Now Eligible for Apple's Keyboard Service Program

[Stephen.R]

So they know it continues to be a problem that is going to affect people

Have you considered that they say “reduces” because they’ve said “fixes” twice already and it’s still had issues?

I’m not trying to make excuses, but I don’t quite get the constant negativity. I had 5 logic board replacements across two different MBP17s (2007 and 2011) because of repeated failed dGPUs.

They replaced them every time it failed. Would it have been better it didn’t fail? Sure. It would also be nice if bacon wasn’t fattening but it is.

If you think it’s a concern don’t buy one. Or do and complain about it. But complaining that too many things are included in a repair program in case something still goes wrong is just weird IMO.

 

[LeeW]

If you think it’s a concern don’t buy one.

I won't, not a 3rd one anyway.

 

[its93rc]

Isn’t your story proof that they did?

If you’re a gen1 customer with failures is it really that surprising it wouldn’t be a “known issue” yet?

That was a YEAR after I initially complained about the faulty keyboard. After sending it in THREE times they finally gave me a new MBP.

 

[newellj]

I'm not sure what to think about this whole saga, other than the obvious - whatever the issues are, it's a significant customer and product problem even if it only involves "small" numbers.

I had a MacBook for a couple of years - never had a problem, but I vacuumed the keyboard fairly frequently.

This 2018 MBP had a sticky key recently. I vacuumed the keyboard and the problem instantly disappeared.

I am not crazy about having to upgrade my keyboard hygiene this way, but it seems to make a big difference, and it isn't much effort when you're honest about it. So I'll keep vacuuming even though I agree with people who are going to reply and challenge the idea that keyboards should need regular preventative maintenance. I agree, but I bought the 2018 MBP expecting that it'd probably need it and I'd buy it again today knowing that.
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That was a YEAR after I initially complained about the faulty keyboard. After sending it in THREE times they finally gave me a new MBP.

This is the kind of disastrous customer service that really makes this a problem. That's frankly inexcusable from any company and CERTAINLY from Apple.

 

[samden]

I don’t understand?

They admit there is a problem, explain that they’ve changed materials used, extended the service program and will even swap a 2018 model to use the same new material as the 2019 model if yours needs repairs.

How does that not inspire confidence that (a) they’ll look after you long after the warranty runs out, and (b) will try to prevent reoccurrence by using the newer parts.

Because it took them nearly 3 years to admit there was a problem and until now would only replace the keyboard with the same generation (they wouldn't stick a 2018 keyboard in a 2016 MBP, instead you get another 2016 keyboard). The only reason they are back-pedaling this hard is because it's costing them a lot of money to replace keyboards over and over again. I had so many replacements on my 2016 they gave me a 2018 MBP.

 

[Stephen.R]

until now would only replace the keyboard with the same generation

That’s still the case I believe, and I assume it’s due to physical differences in the keyboards/fittings?
The “new” one is still referred to as gen3 hence it can be used in 2018 models.

I had so many replacements

I’m pretty sure any failed part of the same type X times and they just give you a new machine, I don’t think this is unique to keyboard issues.

 

[acorntoy]

It seems like Apples keyboard had 2 hidden faults that both lead to the same type of failure, making it seem like it was one fault and happening all the time.


I imagine if it’s a case of dust, it should be able to be fixed with compressed air, I’ve revived a 2016 keyboard twice perfectly, but if it’s the other issue your screwed.

 

[polaris20]

I am getting an Air, but it's for work, and I'm literally a block from the Apple Store. So.....I'm cautiously optimistic.

 

[lambertjohn]

So let me get this straight, all MacBooks post 2015 qualify for a free keyboard replacement, but only the 2018 and newer MacBooks get the new 4th gen keyboard? If I take my 2017 12" MacBook in for a keyboard replacement, they'll stick in the exact same keyboard that's in it right now? Is that how this whole keyboard replacement thing works?

 

[Ghost31]

I don’t understand?

They admit there is a problem, explain that they’ve changed materials used, extended the service program and will even swap a 2018 model to use the same new material as the 2019 model if yours needs repairs.

How does that not inspire confidence that (a) they’ll look after you long after the warranty runs out, and (b) will try to prevent reoccurrence by using the newer parts.

Apple could do everything to try to make things right and people will still be salty

 

[newellj]

It seems like Apples keyboard had 2 hidden faults that both lead to the same type of failure, making it seem like it was one fault and happening all the time.


I imagine if it’s a case of dust, it should be able to be fixed with compressed air, I’ve revived a 2016 keyboard twice perfectly, but if it’s the other issue your screwed.

A question and a comment. What are the two failure modes? It seems like dust ingress is the common issue across all three generations.

General comment, not addressed to you specifically: I know that Apple recommends compressed air, but this never made sense to me. You're far more likely to blow the dust INTO the keyboard, especially with Gen 1 and Gen 2, than to blow dust/dirt out. That's why I've made periodic vacuuming a to-do for the Apple laptops I've owned with these keyboards, and it has worked.
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So let me get this straight, all MacBooks post 2015 qualify for a free keyboard replacement, but only the 2018 and newer MacBooks get the new 4th gen keyboard? If I take my 2017 12" MacBook in for a keyboard replacement, they'll stick in the exact same keyboard that's in it right now? Is that how this whole keyboard replacement thing works?

It's possible that the Gen 3/Gen 4 keyboard just doesn't fit.

 

[mollyc]

I guess us 1st and 2nd generation keyboard owners are SOL.

EDIT: The headline is misleading. Reading the Keyboard Service Program page, it lists ALL generations of MacBooks and MacBook Pros with the butterfly keyboard are eligible.

The older versions were already covered under the replacement program. They added in the 2018 and 2019 models today.

 

[Ghost31]

So let me get this straight, all MacBooks post 2015 qualify for a free keyboard replacement, but only the 2018 and newer MacBooks get the new 4th gen keyboard? If I take my 2017 12" MacBook in for a keyboard replacement, they'll stick in the exact same keyboard that's in it right now? Is that how this whole keyboard replacement thing works?

Pretty much. The new keyboard design is only compatible with 3rd gen butterfly keyboard set up

 

[slamtennis]

I have had issues with skipped keys and a space bar that got stuck...BUT, those issues have resolved themselves somehow over time lol.

 

[lambertjohn]

I have had issues with skipped keys and a space bar that got stuck...BUT, those issues have resolved themselves somehow over time lol.

yeah, because whatever grain of dust was interfering with the space bar/skipped key, probably got jostled out of the way with repeated use. Just get a can of compressed air and blow the keyboard off now and then.

 

[mi7chy]

Sad Apple went from making great keyboards with Alps key switches that have lasted decades like the Apple IIe keyboard and Apple Extended Keyboard (my favorite) to fragile disposable junk.

 

[kl4d4]

Might be time to have them fix it up and sell my MBP 2017.....

 

[Darth Tulhu]

Apple could do everything to try to make things right and people will still be salty

To be fair, you are correct.

As much as I hate and distrust the new keyboards and will not buy a Mac with them, Apple is going above and beyond to keep customers happy. They could've just released a statement saying "you're using it wrong" or something.

But 2016 was A LONG TIME AGO. People have a right to be the Dead Sea by now over this issue, especially those who use the machines to make money.

They better have a redesign in the works, because people's trust and patience is paper thin by now.

I'm thinking that they'll have something ready when the repair program ends in 4 years:

The ARM & iOS-based iBook!

 

[kepler20b]

Has anyone actually done this?

I have a 2016 macbook. The keyboard horrific, but I really only use it for traveling and light note taking when reading papers, so I dont really ever write anything on it.

I do have intermittent issues with the delete key and the d or f key not always registering a keystroke or getting stuck in when it is depressed.


So I can just schedule an appointment and they will give me a new keyboard no questions asked??

 

[EEzycade]

As a refurb 2018 MBP Touchbar owner, this puts my mind at ease. Glad I won’t have to pay a whole bunch when my keyboard fails.

 

[alexhardaker]

Just buy a keyboard cover. Problem solved. It also keeps the keys clean.

 

[djdeepv]

As a refurb 2018 MBP Touchbar owner, this puts my mind at ease. Glad I won’t have to pay a whole bunch when my keyboard fails.

Also a refurb owner. I bought AppleCare specifically for the keyboard, now I'm wondering if I should have went without!

Just buy a keyboard cover. Problem solved. It also keeps the keys clean.

I personally hate the feeling of keyboard covers and I also don't think it's fair for a corporation to ask consumers to pay for an accessory that prevents a problem on their machine.

 

[incoherent_1]

I am the first to say the 2016 keyboard is awful (mine has been repaired 3 times), but the fact that they are including the newly announced 2019 machines actually gives me hope.

This tells me they’re so confident they’ve fixed the problem they’ll give you 4 years of free repairs to encourage people to try it. The failure here is one of marketing — they should have sold it this way — but the policy itself can’t be faulted. I hope I’m right.

 

[639051]

If only typing on these was not like pounding your fingers on cement.

The butterfly keyboard sucks even without the failure issues it’s had. It’s a HORRIBLE input device, period.

 

[BlunaLuna]

finally, I can by a new MBP to upgrade my 2012MBP, wanting to update for several years now. First Apple didn't have any performance increase over the 2012MBP to offer, than they screwed up with the keyboard. Well well, seems like the long wait is over, finally.
Tim - take my money