Apple Identifies Limited Hardware Issue With 2017 13" MacBook Pro Models With Function Keys

[drewyboy]

I miss the days of "oh, my drive went bad? oh well, I'll just buy a new one a swap it out in 10 minutes". Now it's "oh my drive went bad? Let me make an appointment to drive to the apple store. Oh you need to replace the whole computer because it's all soldered together? Uh... but what if it's not under warranty? I have to buy a new laptop?"

This is why I'm hesitant at all about buying a Macbook ever again. If something fails that would be a reasonable user replaceable item (ram or ssd), you need the whole logic board replaced, which usually includes the top keyboard cover also. So what would be a $100 replacement (ssd) now is a $750 replacement.

 

[chrfr]

I miss the days of "oh, my drive went bad? oh well, I'll just buy a new one a swap it out in 10 minutes". Now it's "oh my drive went bad? Let me make an appointment to drive to the apple store. Oh you need to replace the whole computer because it's all soldered together? Uh... but what if it's not under warranty? I have to buy a new laptop?"

The somewhat strange part about this service notice is that the SSD on the non-touch bar MacBook Pros is not integral with the logic board and can be replaced separately.

 

[Phone Junky]

Glad mines a 2016.

 

[forerunnerg34]

One more reason to wait for the next models

I hope, but I have doubts. I don't think about Apple anymore when talking about HW and SW quality. Looks like that is no longer important.

 

[Digitalclips]

Phew, glad I got the touch bar version. Only had mine a few weeks and it did totally get borked after last macOS update. It just kept re-finishing the install over and over and over like Ground Hog Day. No access to Recovery or NetBoot ... Nothing here helped: https://support.apple.com/en-us/ht201255

I was about to take a trip to the Apple store when I remembered about the SMC. This a memory from long ago on a desktop Mac where the SMC button was on the logic board. So after hunting the internet I found it, hold all these keys ... Shift/Option/Command/PowerButton for ten seconds. Once done the MBPro was back to normal.

 

[GPDawes]

It 2017 model so most of these will be under a year, so still have warranty

 

[lec0rsaire]

Glad my 15" from 2016 is not affected. My machine has been completely rock solid. No keyboard issues, no graphical glitches, nothing. In fact I actually prefer the butterfly keyboard. The shorter travel distance actually increases typing speeds. It's really similar to having low action on a guitar vs. high action. If something does crap out I still have a year a half left on my AppleCare and then I would just sell it right after getting it fixed and buy the latest version available at the time.

 

[alvaro0722]

I have called Apple here in Spain and they have no idea about this, they won’t repair or change my computer. What should I do?

Apple has identified a limited hardware issue affecting the latest 13-inch MacBook Pro models with function keys, according to an internal memo distributed to Apple Stores and Apple Authorized Service Providers late last week.

Namely, when either the MacBook Pro's solid state drive or main logic board experiences failure, both need to be replaced simultaneously. Apple's memo doesn't specify an underlying reason as to why both components may fail in tandem, or what percentage of units may be at risk of being affected.

An excerpt from the document, obtained by MacRumors from a reliable source:For clarity, this refers to the 2017 model year 13-inch MacBook Pro with a standard row of physical function keys rather than a Touch Bar. Apple says the issue does not affect any other MacBook Pro models with or without the Touch Bar, including those released in 2016, according to the memo.

Apple says the dual SSD-logic board replacement is not required for unrelated issues, such as a cracked display or an unresponsive trackpad.

Apple appears to have authorized free repairs for this issue, in or out of warranty. If there is liquid damage or accidental damage, however, out-of-warranty fees may apply. Apple quotes a turnaround time of roughly five to seven days.

To initiate a repair, visit the Get Support page on Apple's website and select "Mac" -> "Mac notebooks" -> "Hardware Issues" -> "The topic is not listed," explain the issue, and select continue. Then, select "Bring in for Repair" to schedule an appointment with an Apple Authorized Service Provider or Genius Bar.

There are also options to contact Apple's support advisors by phone or online chat to initiate a mail-in repair in select countries.

This issue could explain why the 13-inch MacBook Pro with function keys temporarily faced extended shipping estimates on Apple's online store last month, as Apple may have implemented a fix, although the brief shortage could have been purely coincidental. We've reached out to Apple for comment on the matter.

12:30 p.m. Pacific Time: Updated with corrected information about out-of-warranty fees.

Article Link: Apple Identifies Limited Hardware Issue With 2017 13" MacBook Pro Models With Function Keys

 

[Colbach]

Apple quality control and warranty handling is just a joke. On my 2016 MBP the keyboard failed, they replaced it, half a year later one key failed again (still unter apple care), now they just say I have to wait for multiple keys to fail because they can‘t handle all these repair requests for free.

Apple has identified a limited hardware issue affecting the latest 13-inch MacBook Pro models with function keys, according to an internal memo distributed to Apple Stores and Apple Authorized Service Providers late last week.

Namely, when either the MacBook Pro's solid state drive or main logic board experiences failure, both need to be replaced simultaneously. Apple's memo doesn't specify an underlying reason as to why both components may fail in tandem, or what percentage of units may be at risk of being affected.

An excerpt from the document, obtained by MacRumors from a reliable source:For clarity, this refers to the 2017 model year 13-inch MacBook Pro with a standard row of physical function keys rather than a Touch Bar. Apple says the issue does not affect any other MacBook Pro models with or without the Touch Bar, including those released in 2016, according to the memo.

Apple says the dual SSD-logic board replacement is not required for unrelated issues, such as a cracked display or an unresponsive trackpad.

Apple appears to have authorized free repairs for this issue, in or out of warranty. If there is liquid damage or accidental damage, however, out-of-warranty fees may apply. Apple quotes a turnaround time of roughly five to seven days.

To initiate a repair, visit the Get Support page on Apple's website and select "Mac" -> "Mac notebooks" -> "Hardware Issues" -> "The topic is not listed," explain the issue, and select continue. Then, select "Bring in for Repair" to schedule an appointment with an Apple Authorized Service Provider or Genius Bar.

There are also options to contact Apple's support advisors by phone or online chat to initiate a mail-in repair in select countries.

This issue could explain why the 13-inch MacBook Pro with function keys temporarily faced extended shipping estimates on Apple's online store last month, as Apple may have implemented a fix, although the brief shortage could have been purely coincidental. We've reached out to Apple for comment on the matter.

12:30 p.m. Pacific Time: Updated with corrected information about out-of-warranty fees.

Article Link: Apple Identifies Limited Hardware Issue With 2017 13" MacBook Pro Models With Function Keys

 

[A7ibaba]

That is great news. Any owners of MacBook Pro 2016 and 2017 can expect to get new laptop with improved keyboard or basically whole new bottom part . Off course you will have to wait until class action lawsuit is over,but nonetheless great situation. I think Apple learn this lesson to make each part of laptop separate from each other for better swapability and expense control because instead to just swap keyboard they must swap entire laptop.

 

[chrfr]

That is great news. Any owners of MacBook Pro 2016 and 2017 can expect to get new laptop with improved keyboard or basically whole new bottom part . Off course you will have to wait until class action lawsuit is over,but nonetheless great situation. I think Apple learn this lesson to make each part of laptop separate from each other for better swapability and expense control because instead to just swap keyboard they must swap entire laptop.

This particular service action has nothing to do with 2016 computers and doesn't replace keyboards.

 

[ricardoPT]

As well as too expensive, this logic board and SSD issue, together with the fragile butterfly keyboard makes the actual MacBook Pro purchase, TOO MUCH RISKY!!

 

[Yebubbleman]

This almost defeats the whole benefit to going Function Keys over TouchBar. At the very least, you can still repartition your SSD without worrying that you might brick/break your Function Keys. But still, the fact that the two parts need to be replaced together is unacceptable, especially given that this Mac was the ONLY MAC LAPTOP WITH CURRENT HARDWARE THAT YOU COULD REMOVE THE BOOT DRIVE ON!

I'm really hoping that they (a) fix this so that people don't have to potentially pay for two parts replacements when their MacBook Pro (13-inch, Two Thunderbolt Ports, 2017) goes out of warranty, because there's no positive way to spin that.

Very interesting question. Why?
Check the following paragraph:

"Namely, when either the MacBook Pro's solid state drive or main logic board experiences failure, both need to be replaced simultaneously. Apple's memo doesn't specify an underlying reason as to why both components may fail in tandem, or what percentage of units may be at risk of being affected."​

OPINION [Just a Guess]:
It is more likely than not that the solid-state drive is coupled to the main logic board with a crypto key pairing between components, mating them as one. (This is not the first rodeo with Apple relative to crypto pairing -- remember the pairing of the Home button and TouchID functionality?)

Once you lose one, you lose the other.
[And Apple moving data off the inaccessible SSD will be a challenge.]

I like your opinion/guess. But if that were the case, they'd have known about it sooner and it would've been an AppleCare service bulletin upon the machine's release in June 2017 and not something that is surfacing over a year later.

I dont understand this explanation "A message will appear when either the solid state drive or the main logic board part number is added to the repair of an identified MacBook Pro system. The message will indicate both the SSD and MLB must be replaced when either component has a functional failure."
Where this message will appear ??!

I also have Macbook 13" 2017 with function keys bought 17.7.2017, so basically i have one more month of warranty.

In the Global Service Exchange (GSX), an Apple parts ordering system only available for Genius Bars and the few Apple Authorized Service Providers still in existence. You wouldn't see it anywhere unless you worked for one of those two types of places or AppleCare itself.

I'm a big fan of your insights re: MBP. Is there a real pattern of the 3rd out of 4th MBP revision usually being the one that is "figured out"?

Yes. In fact, to illustrate just how real that pattern is, let's look at the following design revisions to the MacBook Pro

Original - ranging from MacBook Pro (Early 2016/Original) to MacBook Pro (Early 2018): The first two revs (Original and Late 2016) had a Radeon Mobility X1600 that would get REALLY hot. Some might argue that Rev. C and onwards of this style had worse problems, though that wasn't any fault of Apple's. Every company who used the GeForce 8600M GT had the same issues. Otherwise, those MacBook Pros didn't have the same heating problems

Unibody - Ranging from MacBook Pro (Late 2008 [or Early 2019 if you count the 17"] to Mid 2012): The first two revs also had graphics issues, albeit nowhere near as bad as the aforementioned ones with the GeForce 8600M GT. They also didn't really get good until Apple finally ditched the Core 2 Duo. Issues with various internal components also became streamlined with the Mid 2010 versions (which were essentially Rev. C)

Retina - Ranging from MacBook Pro (Mid 2012 Retina [for 15"] and Late 2012 [for 13"] to Mid 2015): The first two revs had graphics issues (on the 15") and battery issues (I think also exclusive to the 15", but I'm not positive). Once the Late 2013 Haswell based models came out, Apple pretty much worked out the issues with that body style

TouchBar/Thunderbolt 3 - Ranging from MacBook Pro (2016 though present): You get the idea. Though, oddly enough, the 13" without TouchBar seems to be getting the lion's share of the issues. Quite a shame as that's the most serviceable of all of their current era laptops...

Another reason why I’m waiting for the next refresh! Can’t wait for a 6 core i7 in my MacBook

Hope you're not holding your breath or that someone has forced Oxygen back into your bloodstream somehow.

 

[Jimmy Hand]

I've recently had this issue occur on my MacBook Pro 15-inch model (2017), within the first 6 months of purchase. It has been repaired under the standard Apple 12 month warranty with a replacement SSD and logic board (apparently because the two are soldered together). I am not at all happy with regards to the hardware failing within this short period of time and I am now considering options to return the MacBook and request a full refund. Especially in consideration that Apple do not seem to be particularly willing to extend the warranty to the full 12 months, post repair, even though they have replaced a significant portion of the hardware. It has certainly made me reconsider my level of advocacy for Apple (I'm a long standing Apple customer) I will give them the opportunity to remediate the issue fully, hopefully they can shore-up my confidence again in their brand.

Has anyone else had similar issues with the 15" version of the MacBook Pro? If so, please share your experiences and any follow-up steps that you worked through with Apple.

Thanks.

 

[zed1291]

I've recently had this issue occur on my MacBook Pro 15-inch model (2017), within the first 6 months of purchase. It has been repaired under the standard Apple 12 month warranty with a replacement SSD and logic board (apparently because the two are soldered together). I am not at all happy with regards to the hardware failing within this short period of time and I am now considering options to return the MacBook and request a full refund. Especially in consideration that Apple do not seem to be particularly willing to extend the warranty to the full 12 months, post repair, even though they have replaced a significant portion of the hardware. It has certainly made me reconsider my level of advocacy for Apple (I'm a long standing Apple customer) I will give them the opportunity to remediate the issue fully, hopefully they can shore-up my confidence again in their brand.

Has anyone else had similar issues with the 15" version of the MacBook Pro? If so, please share your experiences and any follow-up steps that you worked through with Apple.

Thanks.

I can say with 99% confidence you can't return a mac that you purchased 6 months ago. After a repair, you always get the original warranty or 90 days (whichever is longer). That's been the policy for decades and I've never even heard of any company ever resetting the warranty to its original spot after a repair.

 

[ocnitsa]

I can say with 99% confidence you can't return a mac that you purchased 6 months ago. After a repair, you always get the original warranty or 90 days (whichever is longer). That's been the policy for decades and I've never even heard of any company ever resetting the warranty to its original spot after a repair.

I was gonna say something like this too...from Apple's perspective it's why they offer extended warranties like Apple Care, I reckon.

 

[Jimmy Hand]

I can say with 99% confidence you can't return a mac that you purchased 6 months ago. After a repair, you always get the original warranty or 90 days (whichever is longer). That's been the policy for decades and I've never even heard of any company ever resetting the warranty to its original spot after a repair.

With the Consumer Act (in the UK), legally it works slightly differently (thankfully). If you are not satisfied with the repair, or there is a disproportionate impact to you based upon the duration of the repair, you have the option to either exchange or claim a full refund.

I've also never heard of a company resetting its warranty, but that's not exactly what I'm requesting. If only a few Apple devices get these types of issues, does a corporate behemoth like Apple not have the capability / flexibility to offer the impacted customer some additional reassurance by providing (for example) a shorter term Apple Care 'fill in' and that way show confidence in the 'Apple Authorised' repair which has been provided and therefore retain some customer advocacy? Manufacturing defects happen, sure, but one bad experience can tarnish a customers' advocacy for the rest of their life.

The MS Surface is now a potential option. It wouldn't have been previously.

 

[Poul Nielsen]

Apple has identified a limited hardware issue affecting the latest 13-inch MacBook Pro models with function keys, according to an internal memo distributed to Apple Stores and Apple Authorized Service Providers late last week.

Namely, when either the MacBook Pro's solid state drive or main logic board experiences failure, both need to be replaced simultaneously. Apple's memo doesn't specify an underlying reason as to why both components may fail in tandem, or what percentage of units may be at risk of being affected.

An excerpt from the document, obtained by MacRumors from a reliable source:For clarity, this refers to the 2017 model year 13-inch MacBook Pro with a standard row of physical function keys rather than a Touch Bar. Apple says the issue does not affect any other MacBook Pro models with or without the Touch Bar, including those released in 2016, according to the memo.

Apple says the dual SSD-logic board replacement is not required for unrelated issues, such as a cracked display or an unresponsive trackpad.

Apple appears to have authorized free repairs for this issue, in or out of warranty. If there is liquid damage or accidental damage, however, out-of-warranty fees may apply. Apple quotes a turnaround time of roughly five to seven days.

To initiate a repair, visit the Get Support page on Apple's website and select "Mac" -> "Mac notebooks" -> "Hardware Issues" -> "The topic is not listed," explain the issue, and select continue. Then, select "Bring in for Repair" to schedule an appointment with an Apple Authorized Service Provider or Genius Bar.

There are also options to contact Apple's support advisors by phone or online chat to initiate a mail-in repair in select countries.

This issue could explain why the 13-inch MacBook Pro with function keys temporarily faced extended shipping estimates on Apple's online store last month, as Apple may have implemented a fix, although the brief shortage could have been purely coincidental. We've reached out to Apple for comment on the matter.

12:30 p.m. Pacific Time: Updated with corrected information about out-of-warranty fees.

Article Link: Apple Identifies Limited Hardware Issue With 2017 13" MacBook Pro Models With Function Keys

Have Just experience this on my MacBook Pro 2017 - and is fighting with Apple - they will not cover it under their warranty ...

 

[KareBear18]

Apple has identified a limited hardware issue affecting the latest 13-inch MacBook Pro models with function keys, according to an internal memo distributed to Apple Stores and Apple Authorized Service Providers late last week.

Namely, when either the MacBook Pro's solid state drive or main logic board experiences failure, both need to be replaced simultaneously. Apple's memo doesn't specify an underlying reason as to why both components may fail in tandem, or what percentage of units may be at risk of being affected.

An excerpt from the document, obtained by MacRumors from a reliable source:For clarity, this refers to the 2017 model year 13-inch MacBook Pro with a standard row of physical function keys rather than a Touch Bar. Apple says the issue does not affect any other MacBook Pro models with or without the Touch Bar, including those released in 2016, according to the memo.

Apple says the dual SSD-logic board replacement is not required for unrelated issues, such as a cracked display or an unresponsive trackpad.

Apple appears to have authorized free repairs for this issue, in or out of warranty. If there is liquid damage or accidental damage, however, out-of-warranty fees may apply. Apple quotes a turnaround time of roughly five to seven days.

To initiate a repair, visit the Get Support page on Apple's website and select "Mac" -> "Mac notebooks" -> "Hardware Issues" -> "The topic is not listed," explain the issue, and select continue. Then, select "Bring in for Repair" to schedule an appointment with an Apple Authorized Service Provider or Genius Bar.

There are also options to contact Apple's support advisors by phone or online chat to initiate a mail-in repair in select countries.

This issue could explain why the 13-inch MacBook Pro with function keys temporarily faced extended shipping estimates on Apple's online store last month, as Apple may have implemented a fix, although the brief shortage could have been purely coincidental. We've reached out to Apple for comment on the matter.

12:30 p.m. Pacific Time: Updated with corrected information about out-of-warranty fees.

Article Link: Apple Identifies Limited Hardware Issue With 2017 13" MacBook Pro Models With Function Keys

[doublepost=1541087523][/doublepost]This also affected my MacBook Pro with touch bar. This problem does not appear to be isolated to the lower end models. Disappointed by the delay in Apple Care too.

 

[chrfr]

[doublepost=1541087523][/doublepost]This also affected my MacBook Pro with touch bar. This problem does not appear to be isolated to the lower end models. Disappointed by the delay in Apple Care too.

There's a separate repair action and 4-year extended warranty on the keyboards in all these computers, Touch Bar equipped or not.

 

[apressas]

This is my experience from a Genus bar appointment regarding this issue.

My computer had obvious imperfections (bottom part of chassis is loose, a knocking sound coming from the bottom of the lcd display when i tilt the computer) originating from manufacturing, which I asked the genius to check and mitigate if possible. But the main purpose of my visit was to run the SSD firmware update needed for the 13" nTB 2017 macbook pro models as I wanted to get done with it.

The genius employees were generally rude, and told me my computer is not eligible for the replacement program. I insisted they run the check itself, and that indicated that the computer was indeed defective and the firmware update had to be done. 5 days later, I go to the bar to collect my computer, which the employee is bringing to me open, using it as a tray for her iPad (iPad being left on the keyboard).

The computer was in its original state (nothing has been done to it on the outside and it still runs my OS installation with all my files), and when i noticed and told them, they tell me that they run the ssd firmware utility and it did not work for my laptop. Then, on their own, they offered to try again.
I asked what would change now? Does the utility misbehave? Maybe you forgot to run it in the first time? She replied that they did not forget and whether I want to leave it with them again.

I did not think much about it and I left it there, but now that I know that they could lie about it being fixed, I do not trust them anymore with my computer. How can I check that the SSD firmware has indeed been updated? Do I have to try another store to run the utility again?

Btw, anyone want to buy a slightly used Macbook Pro 13" 2017 with 16gb of ram? (an all the rest of my Apple gear? )

 

[duervo]

This is my experience from a Genus bar appointment regarding this issue.

My computer had obvious imperfections (bottom part of chassis is loose, a knocking sound coming from the bottom of the lcd display when i tilt the computer) originating from manufacturing, which I asked the genius to check and mitigate if possible. But the main purpose of my visit was to run the SSD firmware update needed for the 13" nTB 2017 macbook pro models as I wanted to get done with it.

The genius employees were generally rude, and told me my computer is not eligible for the replacement program. I insisted they run the check itself, and that indicated that the computer was indeed defective and the firmware update had to be done. 5 days later, I go to the bar to collect my computer, which the employee is bringing to me open, using it as a tray for her iPad (iPad being left on the keyboard).

The computer was in its original state (nothing has been done to it on the outside and it still runs my OS installation with all my files), and when i noticed and told them, they tell me that they run the ssd firmware utility and it did not work for my laptop. Then, on their own, they offered to try again.
I asked what would change now? Does the utility misbehave? Maybe you forgot to run it in the first time? She replied that they did not forget and whether I want to leave it with them again.

I did not think much about it and I left it there, but now that I know that they could lie about it being fixed, I do not trust them anymore with my computer. How can I check that the SSD firmware has indeed been updated? Do I have to try another store to run the utility again?

Btw, anyone want to buy a slightly used Macbook Pro 13" 2017 with 16gb of ram? (an all the rest of my Apple gear? )

Call AppleCare. I would have taken the system back from them, and then called AppleCare when I got home, complained about the store, and then had them proceed to give you some sort of resolution over the phone, like by taking it to another store or mailing it in for service.

You have to have a certain number of posts (250), and be a member for a certain amount of time (180 days) before you can do this, but when you can, trying to sell your gear is supposed to be done in the Marketplace sub forum.

 

[apressas]

Call AppleCare. I would have taken the system back from them, and then called AppleCare when I got home, complained about the store, and then had them proceed to give you some sort of resolution over the phone, like by taking it to another store or mailing it in for service.

You have to have a certain number of posts (250), and be a member for a certain amount of time (180 days) before you can do this, but when you can, trying to sell your gear is supposed to be done in the Marketplace sub forum.

Me selling was a joke, that’s why the (unless of course I find a brand that makes better computers and stands by them when stuff like this happens, any recommendations?)

 

[Serkan Tackiran]

They are not repair your Macbook pro 13 2017 (function keys) model. Last week I was using my Macbook pro 13 inch 2017 function key model and it was on the charge. I was watching some videos on the internet and it suddenly turned off itself. it was like my little child since I buy it. it has no damage at the case.

I bring it to the apple yesterday and they told me that my Logic board is dead. I asked them why its happend they did not tell anything and they ask me 515 euro for replacing with the new logic board. I am really angry with apple now.

I buy Macbook because I wanted to get rid of other brands issues but it really disappointed me.