Additional Details About Apple's New MacBook and MacBook Pro Keyboard Service Program

[simonmet]

Is that some sort of sarcastic joke? I bought a first gen MacBook 12" and part of the keyboard turned into an unpredictable disaster zone after about a year. (And for what it is worth, the battery needed replacing after only two years). I'm so glad I paid top dollar for such a quality bit of kit (not).

The repair quotation for the keyboard was outrageous, so I just lived with the problem. I was told by the "Genius" it would have been due to dust / food / split drinks / whatever, which I knew not to be true; I look after my stuff. Three years later Apple are finally forced into admitting it is their fault. Finally! So, the applause is for what, exactly? They should have come clean years ago.
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Mine went within two years. I had to pay for a replacement. Unimpressive.

You should take it back to the same Apple store and see if he or she still works there. Ask the booking person (concierge, whatever) if that Genius can see you, then kindly remind them of the previous experience.

 

[Yamisky0]

So I have a 2015 12" MacBook (1st generation) with the same sticky key issue - did anyone send their similar unit in for repair to receive gen 2 (2016/17) of the butterfly mechanism?

Thanks!

I brought my 2015 MacBook in yesterday and will let you know what happens when I get it back.

 

[GreatDrok]

Is that some sort of sarcastic joke? I bought a first gen MacBook 12" and part of the keyboard turned into an unpredictable disaster zone after about a year. (And for what it is worth, the battery needed replacing after only two years). I'm so glad I paid top dollar for such a quality bit of kit (not).

The repair quotation for the keyboard was outrageous, so I just lived with the problem. I was told by the "Genius" it would have been due to dust / food / split drinks / whatever, which I knew not to be true; I look after my stuff. Three years later Apple are finally forced into admitting it is their fault. Finally! So, the applause is for what, exactly? They should have come clean years ago.
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Mine went within two years. I had to pay for a replacement. Unimpressive.

Hmmm, my keyboard has been fine since new apart from the keycap on the left command key rubbing off, but the battery did die after two years and around 200 cycles. The local Apple service centre tried to charge me a lot for the replacement because it was out of warranty but I pointed out that they said it would last 1000 cycles before it got below 80% capacity and my was down to 72% after 200. A bit of back and forwards direct to Apple and I got it fixed for nothing. I suspect it is a heat problem due to the lack of active cooling as my MB can get really hot if I push it.

 

[smirking]

I pointed out that they said it would last 1000 cycles before it got below 80% capacity and my was down to 72% after 200.

Where does it say that? I'd love to take advantage of that. I've never had a battery that lasted that long. It's a total crapshoot with batteries. I've had my share of batteries that declined quickly and also ones that seemed to last forever.

 

[bizzle]

Scissor mechanism keyboards have the same issues. I've had more than one desktop scissor keyboard with keys that don't work after a period of time, and if you Google 'keyboard problem' and combine that with any other laptop manufacturer on the planet, you'll see people talking about sticky keys, individual keys that fail, inconsistent keyboard behavior, and also total failure of the keyboard. There's nothing foolproof about the scissor mechanism.

It isn't just the scissor in the older keyboards that made them more reliable. The type of sensor to detect the key being pressed is completely different on the "butterfly" keyboards. It's the fact that the travel was made so small that the tiniest bit of debris causes the key to jam, not work, repeat, and also including the fact that the actual key sensors just fail outright, and often.

It's not that the older keyboards where foolproof, they did fail, but they were significantly more reliable and less susceptible to problems from small amounts of debris getting under the key caps.

 

[radiologyman]

Where does it say that? I'd love to take advantage of that. I've never had a battery that lasted that long. It's a total crapshoot with batteries. I've had my share of batteries that declined quickly and also ones that seemed to last forever.

https://www.apple.com/batteries/service-and-recycling/
The way it worded one can check battery at the end of first year and see if it still holds 80% charge as Apple promises replacement only within that first year

 

[SteveW928]

The 2nd generation has a little more key travel and better feedback for key presses, but it's obviously not more reliable or anything.

Some research (Mike W from AppleInsider) seems to indicate otherwise, as well as just what I've heard from people, or especially people who've had both. I think it is more reliable, just not reliable enough.

 

[SBruv]

that is good to know. I didnt know ppl complaining were having their problem early on. thanks for the info guys

They’re not, necessarily, and I’d like to know where the provider of said info is getting it, since without evidence it’s conjecture.

My 2016 MBP TB’s left Cmd key has become intermittently unresponsive in the last two weeks.

 

[smirking]

They’re not, necessarily, and I’d like to know where the provider of said info is getting it, since without evidence it’s conjecture.

I’ve been saying that. And it is indeed conjecture, but it’s based on my experiences with dozens of enthusiast mechanical keyboards, my own 2016 MBP, and reading people’s keyboard complaints.

There haven’t been many people starting to complain after 1 year of trouble free use. Most everyone complaining have had their machines less than 6 months.

I’ve seen this pattern with my keyboard collection too. Keyboards are made to handle a lot of wear and tear. Faulty ones rarely wait a couple of years before acting up. If it survives the first year of use, it’ll probably last a good long while before normal wear and tear catches up to it. What we’re seeing with the problematic MBP keyboards surely isn’t normal wear and tear.

Anyway, if your CMD key is jamming, try pressing it down firmly (but not too hard) and jiggle it around clockwise and then counter-clockwise). I found that to work for me. If your keyboard hasn’t exhibited any issues till now, a diy fix might work for you. My keyboard is generally fine, but I’ve had some jams that got worked out.

 

[iShatMyself]

If your MacBook or MacBook Pro has physical top case damage unrelated to the keyboard, it also remains eligible.

So does this mean I can get a new top case since my right speaker is blown?

 

[Yamisky0]

I just got my 2015 12" MacBook (first one sold in Arizona) back from Apple within the past 15 minutes.

I was actually hoping that since it was a 2015 there was an off-chance that Apple would just upgrade it to a 2017, but no such luck. They did replace the entire top-case rather than just individual keys, which is nifty.

The part number used is: 605-00429

After some digging around, this appears to be a brand new part numbers.

2015 top-case with keyboard part number: 661-02280
2016 top-case with keyboard part number: 661-04883

Either this is a different part number due to being a service part(could be the reason behind the different prefix) or it could be an entirely new keyboard design. Regardless, it feels nice and I still enjoy this keyboard more than the chiclet keyboard.

@vendettabass Hopefully you find this information helpful.

 

[Mainsail]

My hope is that in the not too distant future the replacement lower cases will incorporate a permanante fix to the faulty keyboards that will also be included in new future MacBooks. The repair/replacement program might be a sign that Apple is close to coming up with this permante fix......who knows.....but that is my hope.

 

[bizzle]

I just got my 2015 12" MacBook (first one sold in Arizona) back from Apple within the past 15 minutes.

I was actually hoping that since it was a 2015 there was an off-chance that Apple would just upgrade it to a 2017, but no such luck. They did replace the entire top-case rather than just individual keys, which is nifty.

The part number used is: 605-00429

After some digging around, this appears to be a brand new part numbers.

2015 top-case with keyboard part number: 661-02280
2016 top-case with keyboard part number: 661-04883

Either this is a different part number due to being a service part(could be the reason behind the different prefix) or it could be an entirely new keyboard design. Regardless, it feels nice and I still enjoy this keyboard more than the chiclet keyboard.

@vendettabass Hopefully you find this information helpful.

Apple uses two different part number schemes, if the repair was done at an AASP or Apple Store you'll see the 661 prefix part numbers (there are others too, 922, 923, 076). If you see a 605 part number the repair was done at a mail in repair center. They may have other prefixes too but I never pay too much attention to them as it isn't the same part number scheme as I'd deal with at ARS and an AASP.

 

[cnairn]

Following a few years of anecdotal complaints, and no less than three lawsuits, Apple on Friday initiated a new worldwide service program offering free repairs of MacBook and MacBook models equipped with low-profile, butterfly mechanism keyboards, which have been a source of frustration for some customers.

We've already reported about the service program in more detail, but the gist is that Apple and Apple Authorized Service Providers are now offering free repairs of affected 2015-and-later MacBook and 2016-and-later MacBook Pro models with sticky, unresponsive, or inconsistently functioning keys.

Many questions have arisen since the program was announced, so we wanted to consolidate some additional information that we have gathered from Apple and other sources we have spoken with:Apple distributed an internal document on Friday with more information about the service program. It notes that keyboards damaged due to attempted repair are still eligible for free service under the program. If your MacBook or MacBook Pro has physical top case damage unrelated to the keyboard, it also remains eligible.
As to be expected, if your MacBook or MacBook Pro keyboard has liquid damage, it is ineligible for the program.
If a key press is not recognized, key presses feel abnormal or sticky, or keys are loose or missing, Apple has instructed its authorized service providers to clean or replace the affected keycaps if possible.
Keycap replacement kits are available for English keyboards in ANSI and ISO layouts, along with British, French, German, Danish, Italian, Spanish, Swedish, Chinese, and Japanese keyboards.
If characters are repeating, or previous keycap replacements were ineffective, Apple has instructed its authorized service providers to replace the whole keyboard, which requires replacing the whole top case, including the trackpad and speaker grilles.
Be prepared to go a week-plus without your MacBook. Apple quotes a turnaround time of five to seven business days for service to be completed at Apple's off-site repair centers, but wait times may increase as an influx of customers take advantage of the program.
In some cases, the Apple Store may be able to offer on-site service, but expect to wait for at least a few hours.
If your MacBook or MacBook Pro experiences keyboard issues after being serviced under the program, Apple says customers can bring their unit back in to be looked at again. This suggests, but doesn't explicitly state, that the program may be used more than once.
Apple is offering refunds to customers who paid to have an eligible keyboard repaired prior to this program, but a Genius has advised us that refunds are not available in person at an Apple Store, and must be requested by contacting Apple Support by phone, online chat, or email.
It's still not entirely clear if the replacement keyboards have been slightly revised to address the issues that prompted the service program in the first place. Apple has been fairly communicative with me about this program, but has so far skipped right over this question when asked.
We do know that Apple has been replacing 2016 MacBook Pro keyboards with the 2017 version, which has slightly different markings on the Control and Option keys, but a Genius we spoke with believes the 2016 and 2017 keyboards are functionally equivalent.
iFixit CEO Kyle Wiens also told me he believes the keyboard design hasn't changed at all in a few years.
However, anecdotal reports from customers suggest the 2017 MacBook Pro keyboard "has a different feel to it," with some calling it "better" and less prone to issues. Marco Arment, for example, said it is "more 'damped' in both feel and sound, as if there's more rubber somewhere."We'll share any further information as we come across it. In the meantime, if you are experiencing keyboard issues, read our article on How to Get a MacBook or MacBook Pro Keyboard Repaired Free Under Apple's Service Program.

Remember to back up your Mac before sending it in for service.

Article Link: Additional Details About Apple's New MacBook and MacBook Pro Keyboard Service Program

 

[Jaguar1]

I lucked out with this program. I bought my first Apple, a used 2015 MacBook, on eBay a few months ago. When I received it, one of the keys repeated sometimes. I decided to live with it rather than return it since other than they key repeating, the laptop was in pristine condition. Last month one of the keys stopped working unless I mashed on it, which was far more annoying.

I took my MacBook into an Apple reseller today and they're replacing the whole keyboard, no questions asked. Apple made me a fan.

I just hope they have the flaws fixed in the new keyboards.

 

[dausoner]

Got my Late 2016 MBP non-touch bar back from the shop. Replaced topcase, keyboard, battery, speakers and trackpad. The replacement keyboard, which has the same part number as previous, is without a doubt different in some ways. A lower deeper sound on key press instead of the high pitched clack as before. Keys seem to be softer on press with less distance travelled on keystroke and updated option / control keys as found on the 2017 keyboards.

There are some slight differences between 2016 and 2017 which could be helping.

This keycap change wouldn't effect part numbers or the underlying butterfly mechanism. I am guessing there are other, smaller, less noticeable changes that could easily be overlooked as well but I'm not going to be taking my machine apart to check!

 

[Rohit Kanojia]

5-7 business day turnaround?!?! Are they nuts? Long wait for a short throw keyboard. I would need a loaner for that sort of downtime.

21 days over they unable to do repair because last 3 time they changed in service center and found new keyboard has issue. Still they are again and again changing top case.
[automerge]1584503820[/automerge]

Please replace TC as well. Fire the ones who proposed and get involved in the design of that butterfly keyboard too.

Yeah they should, a pathetic butterfly keyboard.