Apple Launches Repair Program for Faulty MacBook and MacBook Pro Keyboards

[PickUrPoison]

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

Apple regularly institutes these repair programs when there’s a reliability issue, and yes it goes past the regular one year warranty. They typically will reimburse out of pocket repair costs incurred previously.

Edit: Article now says 4 years after date sold.

 

[Slix]

Good on Apple for addressing this and making it free for those with issues.

Here's hoping they make the next models more durable so this isn't an issue for anyone!

Relevant:

 

[zhang96]

Well, it's still the same keyboard.

 

[joshwenke]

The fact that a computer from 2015 is on that list, and it is currently 2018... THREE YEARS LATER... at least they're doing the program I guess.

 

[Apple_Robert]

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. It's bizarre.

Yea, it is a shame it took a class action to get Apple to step forward publicly.

 

[Rogifan]

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.

When did Apple blame their customers? How is providing free repair blaming their customers?

 

[chabig]

The 2018 models don’t have this issue due to the mechanism used.

Tell us more about these "2018" models.

 

[swingerofbirch]

This will probably means Mac notebooks will get a redesigned keyboard, especially since both versions of this new and improved keyboard across two generations are having failures.

I remember when Apple got a lot of flack for the hockey puck mouse. Steve Jobs actually on stage said something like, "We're known for having the worst mouse in the industry according to some, so we're going to replace it with the best." It was the event where the Cube was unveiled. And they completely redesigned the mouse.

I can't imagine Tim Cook being as transparent as Steve Jobs. And it is hard to imagine a great Lenovo-style keyboard coming to a Mac notebook given how small they want them and how they fill every last inch with battery. But I still think they'll do some sort of re-design.

 

[BigMcGuire]

My wife and I got 2017 MBP 13' this year. So "first retail sale of the unit" --- we got Apple Care+ on both of our laptops. So, for us, we get 1 more year of "keyboard" coverage. Ok, cool.

I'm one of the rare, I guess, but I really like this keyboard. 1 more year of "possible keyboard" coverage is Ok to me but not amazing news.

Still nice to see that we'll get at least 4 years of worry free usage out of these things.

 

[mazz0]

Does this mean they have a new design, or are they replacing them with ones that are just going to break again?

 

[Bryan Bowler]

Regardless of what the haters will say, this is good customer service. Thank you Apple!

 

[aaronhead14]

Apple really just needs to go back to the keyboard design from the 2013 MacBook Pro. It's literally the perfect keyboard.

 

[JPack]

For the MacBook Pro (2017):

1. Keyboard Service Program for MacBook and MacBook Pro

2. 13-inch MacBook Pro (non Touch Bar) Battery Replacement Program

3. Anti-Reflective Coating Repair Program
​

What the heck is going on, Apple?

 

[nezr]

I had my keyboard replaced a few months back under warranty. Now the spacebar is acting up again. So will have to make another visit

 

[mudflap]

Apple's customer service is still second to none in the industry. That's just a fact.

 

[swerve147]

Nice. Now let's see how the keyboards change for the upcoming models.

 

[FelixDerKater]

Cue the taptic keyboard.

 

[Achiever]

Who says Friday news dumps are restricted to politics?

 

[DrumApple]

"Small percentage" RIGHT - probably 50% of users?

Terrible keyboard, I can't believe they passed it and released it. It is an embarrassment.

 

[PickUrPoison]

small percentage, applespeak

There was an article that analyzed warranty repairs, make of it what you will. Failure rates for the 2015 were around 6% and the 2017 were around 8% after changes were made to the 2016–which was significantly higher at 12%.

I expected a program for the 2016, not necessarily the 2017 but it’s good to see all of the butterfly keyboards covered.

 

[bigandtasty]

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.

There is no 2018 model, or at least not yet...

 

[Mefisto]

I'm one of the rare, I guess, but I really like this keyboard. 1 more year of "possible keyboard" coverage is Ok to me but not amazing news.

Same here. Best keyboard I've used on a laptop.

I still haven't had any issues with mine, but it's good to know that should issues arise, there's some additional coverage for repairs.

 

[mgauss7]

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.

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.

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.

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

I got 3 iPads, they register a touch differently. I know it’s a different issue altogether.

 

[Falhófnir]

And all it took was a class action lawsuit... still at least they have done it, if belatedly and I sense a little begrudgingly. Now just the small matter of refunding all those they charged to have it done out of warranty in the meantime...

 

[djlythium]

Ha! Finally.