Apple Launches Repair Program for Faulty MacBook and MacBook Pro Keyboards

Discussion in 'MacRumors.com News Discussion' started by MacRumors, Jun 22, 2018.

  1. MacRumors, Jun 22, 2018
    Last edited by a moderator: Jun 22, 2018

    MacRumors macrumors bot

    MacRumors

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    [​IMG]


    Apple today launched a keyboard repair program for MacBook and MacBook Pro models equipped with butterfly keys to address complaints over letters or characters that repeat unexpectedly, letters or characters that do not appear, and keys that feel "sticky" or do not respond in a consistent manner.

    According to Apple, a "small percentage" of MacBook and MacBook Pro keyboards from 2015 to 2017 can experience these symptoms.

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    Apple says that customers can bring an affected MacBook or MacBook Pro into an Apple retail store or to an Apple Authorized Service Provider to receive repairs free of charge, with the type of service to be determined after the keyboard has been examined.

    Repairs may include the replacement of one or more keys or the entire keyboard. Eligible MacBook and MacBook Pro models are listed below:

    [*]MacBook (Retina, 12-­inch, Early 2015)
    [*]MacBook (Retina, 12­-inch, Early 2016)
    [*]MacBook (Retina, 12-­inch, 2017)
    [*]MacBook Pro (13­-inch, 2016, Two Thunderbolt 3 Ports)
    [*]MacBook Pro (13-­inch, 2017, Two Thunderbolt 3 Ports)
    [*]MacBook Pro (13-­inch, 2016, Four Thunderbolt 3 Ports)
    [*]MacBook Pro (13-­inch, 2017, Four Thunderbolt 3 Ports)
    [*]MacBook Pro (15-­inch, 2016)
    [*]MacBook Pro (15-­inch, 2017)
    No other MacBook or MacBook Pro models are included in the program, but it does cover eligible MacBook and MacBook Pro models for four years after the first retail sale of the unit.

    To initiate the repair process, customers should find an Apple Authorized Service Provider, make an appointment at an Apple retail store, or mail the device into an Apple Repair Center after contacting Apple support. Apple says that if the affected MacBook or MacBook Pro has damage that impairs service, the issue will need to be repaired first.

    Repair documents for Apple Authorized Service Providers seen by MacRumors suggest Apple will repair MacBook and MacBook Pro regardless of keyboard damage due to attempted keycap repair by the customer or physical top case damage unrelated to the keyboard. Liquid damage and physical keyboard damage unrelated to a keycap repair will require additional work to be paid for by the customer before a keyboard repair can be initiated.


    Customers who experienced keyboard problems but were forced to pay out-of-warranty repair fees for their damaged MacBook or MacBook Pro models can contact Apple to inquire about a refund. In some cases, repairs for keyboard issues were priced at upwards of $500.

    Apple's decision to offer a repair program follows increasing customer dissatisfaction with the failure rate of the first and second-generation butterfly keyboards in the 2015 and later MacBook models and the 2016 and later MacBook Pro models.

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    Customer complaints have suggested that these models experience issues more often than prior keyboards due to the flatter butterfly keys that adopt dome switches for a more responsive feel. The design of these keyboards can cause keys to fail when dust or other small particles get into the keys, leading to the "sticky" and non-responsive keys Apple describes above.

    Apple is facing two potential class action lawsuits over the defective keyboards in recent MacBook and MacBook Pro models from customers who were forced to pay high prices for out-of-warranty repairs. Thousands of customers also signed a Change.org petition calling on Apple to fix the keyboard issues that are being addressed with the new repair program.

    Article Link: Apple Launches Repair Program for Faulty MacBook and MacBook Pro Keyboards
     
  2. OceanView macrumors 65816

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  3. Appleaker macrumors 68020

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    #3
    It’s brilliant that they finally started a free repair program for this. Many people thought they wouldn’t but it was starting to get out of hand. Although it shouldn’t have been an issue in the first place. The 2018 models don’t have this issue due to the mechanism used.
     
  4. uhslax24 macrumors 6502

    uhslax24

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    #4
    This is fantastic news. I have a MacBook I'll be taking in asap.
     
  5. chfilm macrumors 68000

    chfilm

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  6. redheeler macrumors 603

    redheeler

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    #6
    I'm not surprised by this. The threat of a class action is usually what it takes...
     
  7. MacFather macrumors 6502a

    MacFather

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    #7
    Ever since Steve Jobs died, and Bob Mansfield was replaced by an iPad guy (Dan Riccio) in late 2012, Mac designs have gone downhill. Plain and simple.
     
  8. Glmnet1 macrumors 6502a

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  9. jerry16 macrumors regular

    jerry16

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    #9
    Does this program extend beyond the MBP warranty and if so, for how long?

    Edit: MR has updated the article to include this information - four years.
     
  10. sponch macrumors member

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  11. TallGuyGT macrumors regular

    TallGuyGT

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    #11
    Well it won’t be long before a redesign now. I can’t imagine they will keep selling laptops that have to be covered by a repair program. Hopefully updates soon!
     
  12. smirking macrumors 65816

    smirking

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    #12
    I think you meant 2015 models.
     
  13. BasicGreatGuy Contributor

    BasicGreatGuy

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    #14
    The 2018 models haven’t been announced or released.
     
  14. KRBM macrumors newbie

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    #15
    AFAIK this program already exists? I had them service/repair my 2015's 12" keyboard about 3/4 times for free, even though my warranty period was over.

    Edit: I'd be more content if they offered to swap the first-gen butterfly keyboard for a second-gen, or offer to swap current keyboards for a new third-gen mechanism. Service/repair just means that you'll have the same problem later on.
     
  15. dmylrea macrumors 68020

    dmylrea

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    #16
    If you click the link and read the official Apple bulletin, it says 4 years from original date of purchase.
     
  16. CheesePuff macrumors 6502

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    #17
    Yes, read the page it links to on apple.com. 4 years.
     
  17. ZMRoach macrumors regular

    ZMRoach

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    #18
    4 years total after sale, as mentioned at the end of the article. :)
     
  18. jonblatho macrumors 6502a

    jonblatho

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    #19
    The 2018 models don’t have this issue because they don’t exist.
     
  19. jerry16 macrumors regular

    jerry16

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    #20
    I see MR has now updated the article to include the info as well. Thank you for the reply.
     
  20. jonblatho macrumors 6502a

    jonblatho

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    #21
    Likely formalizing and publicizing a policy that was already in place.
     
  21. smirking macrumors 65816

    smirking

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    #22
    4 years is a pretty fair time. I've had keys start falling off of the old scissor mechanism keyboards by the four year mark in the past.
     
  22. santaliqueur macrumors 6502a

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    #23
    Interesting. I wonder if this will include out of warranty repairs?

    I have a 15" 2016 MBP. I had no keyboard issues, but then one day the space bar didn't work. Took it into an Apple Store and they blew some dust out. After hearing about many more problems with these keyboards, I became concerned with the long term reliability of this machine. I usually keep my Macs for several years, but I'm considering selling it before AppleCare expires, in case I have a very expensive repair on this very expensive computer.

    Dear Apple: I love your computers and I will pay handsomely for them. There are many others like me. Don't screw us over.
     
  23. macduke macrumors G3

    macduke

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    #24
    Apple and their customers would better served if they would be more proactive about fixing these issues before they blow up into these huge news stories and lawsuits. They like to talk about how important their customers are to them, but when looking at situations like this I have my doubts. They'll go out of their way in some situations and completely fall flat on their face in others. They'll design world-class hardware for iOS devices and yet can't even get a keyboard right for the Mac. It's bizarre and shows that their priority is not the Mac—despite what they say!
     
  24. Naraxus macrumors 6502a

    Naraxus

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    #25
    Surprise, surprise. There IS something wrong with the keyboards like we all knew there was. Typical Apple - blame their customers, blame their users blame EVERYBODY else but their poor design choices.
     

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