Apple Launches Repair Program for Faulty MacBook and MacBook Pro Keyboards

[radiologyman]

Hi all,

So I’ve been experiencing the “sticky keys” issue on my MBP 2017 13”. My particularly troublesome keys were the volume up button and the “esc” key. When attempting to ‘unstick’ them by tapping on them they often get jammed up in weird angles. Has anyone else experienced this?

I ask because when I closed my lid the other day I heard a key click back into place. I didn’t think much of it but when I opened it up again my lcd had been damaged right above my “esc” key. Now I know my lcd touches my keyboard because if I don’t wipe down my keyboard after a long day of typing I can see marks on the screen. There’s also not a single mark on my key, any pitting on the aluminium casing or puncturing of the glass. There is however, a “point of impact”.

I’m in the process of getting it sorted by Apple through a premium reseller. The online tech support and in store tech were both helpful and believed that the keyboard was/could be the issue. It is getting sent off site for inspection and diagnostics now before being repaired. There is a chance that the off site tech could get back to me and say it’s accidental damage and not covered by warranty because of a visible point of impact, even though the in store tech said he believes it should be covered by my warranty.

I would be great/reassuring to find out from anyone who has had this sticky key issue if you’ve noticed any damage to your glass or lcd above your keys? I’m aware that getting a small object or earphone jack stuck above your hinge is going to cause a similarly looking more severe crack but perhaps keys stuck protruding at an angle may also be a threat?
[doublepost=1530460177][/doublepost]Chatting to a helpful and great member of the Apple support staff this is what he had to say;

“...Oh okay, so the keys are causing damage to your display as well. You’re totally right about the repair extension program for the keyboard as well. There’s not a known problem with the keyboard affecting the display, however it is likely because the keys are stuck and not decompressing. They may be dislodged and raised so they make contact with the display. What we’ll need to do is have a technician take a look at the Mac with you...”

If the offsite technician calls me out for ‘mishandling’ my mac which is far from the truth, do I have a leg to stand on to support my case?

I had several rows of keys imprinted on the screen, I did not even mentioned it. Apple genius just brought the microfiber cloth and spray and tried wiping it. Genius did not say anything besides that repair depot will do more thorough check up and I may have to cough up for new battery. But when I received MacBook after keyboard repair, there was a brand new screen, covered

 

[Psychilles]

Ok... My 2017 Macbook is 2 months old and one of the volume keys just started dying...
Should I send it in already or wait a while? 2 months man, that's just nuts.

 

[537635]

Just send it back. Eventually you will need a separate computer for these times, when the device is in service.

 

[Psychilles]

Just send it back. Eventually you will need a separate computer for these times, when the device is in service.

I kept my 2010 for this very reason, but that's the one with the video card issue. :S

 

[Fun.gus]

I had several rows of keys imprinted on the screen, I did not even mentioned it. Apple genius just brought the microfiber cloth and spray and tried wiping it. Genius did not say anything besides that repair depot will do more thorough check up and I may have to cough up for new battery. But when I received MacBook after keyboard repair, there was a brand new screen, covered

I really hope my repair goes this way too.

 

[GuillaumeB]

Hmm, is reverse true? If I replace the battery I will get new keyboard for free? I don't know if they will apply free keyboard replacement to my MacBook but I also need a new battery

To be honest, i'm not sure. The Genius did tell me that they would replace the whole block because the keyboard and the battery are physically attached and cannot be dissociated.

Here is a screenshot of the email they sent me after they fixed it (I blurred the SN) They are talking about the top case as a whole that include keyboard + battery.
My guess is that this is what Apple is officially doing right now

 

[radiologyman]

To be honest, i'm not sure. The Genius did tell me that they would replace the whole block because the keyboard and the battery are physically attached and cannot be dissociated.

Here is a screenshot of the email they sent me after they fixed it (I blurred the SN) They are talking about the top case as a whole that include keyboard + battery.
My guess is that this is what Apple is officially doing right now
View attachment 769016

I already received mine from repair. Top of the case includes keyboard and a portion of the battery

 

[lsbuffs]

For two weeks I have been pursuing a refund for my early 2015 retina 12 inch MacBook keyboard repair. When I initially called, the representative acknowledged some familiarity with the program but said because it was so new they weren't yet set up to handle and that I should call back in few days or a week. In subsequent discussions it has become clear Apple does not have an appropriate mechanism to handle refund requests. Last week representatives were pushing me to go to the Apple Store for the refund as this is what their procedure indicates. The Apple Store, however, says they cannot do the refund and you have to go through Apple phone support.

The latest calls have had the representative trying to push through the refund through a special program they said was for a Beats headphone issue. Now they're saying there's an issue with the serial number reporting as not eligible, which they must escalate. No word on when I may hear back. I'd note the memo from Apple doesn't have any mention of serial numbers, rather refers broadly to a number of models.

At this point, the $366 I paid Apple in November 2016 has not been refunded and I don't have any idea when it will. I'm very surprised that Apple would announce this program with no clear procedures on how to process a refund.

 

[The Main Event]

Now with the recent announcement of the 2018 third generation butterfly keyboard, I wonder how it’ll affect this program. My 2016 MBP’s already been replaced with the 2017 model, I wonder if the 2018 keyboard will become the default replacement part.

 

[537635]

Now with the recent announcement of the 2018 third generation butterfly keyboard...

What announcement?


Edit: Nevermind, reading through the announcement.

 

[Jacoblee23]

I don't have an apple store near me, but I went to set up the repair on apple's website and they showed me the nearest authorized retailer that can do the keyboard replacement. The guy told me it would be 3-5 business days. I had to take my 12" MacBook in for sticky mushy keys. I hope its a speedy process. Has anyone else had to take theirs to an authorized retailer? I was uneasy about it at first but they showed up on apple's website as a place that does them.

 

[TehFalcon]

Has anyone else's repair been on hold for a while? I'm without my MacBook because the "parts are on hold".

It's been over a week, very weird as Apple Repairs have always been pretty fast for me. (The MacBook was sent in, not taken to an Apple Store)

 

[Christian 5G]

I turned my MB Pro last week and just got it back and honestly very happy with what I got.

They replaced my whole keyboard and it is now feeling great (hopefully will last this time) and also replaced my screen that was delaminating which is nice because my older scree was scratched up by keyboard.

Another Bonus I guess when they replaced the screen, they also replaced the casing and I had a little ugly chip on the side, now I no longer see it and computer looks like its brand new, he top part where the display is. I thought it wasn't my computer at first but didn't complain.

Very happy now and will most likely keep mine for a few more years now unless I see a great deal on 2018

JUST WANTED TO ADD ONE MORE THING I NOTICED TODAY!!! on august 17

THEY ALSO REPLACED MY BATTERY!!!! Its at 4 cycles right now, wow!!!

I was wondering how in the world I'm at 65% of battery after I used it so much today...

 

[ahmedouvix]

I turned my MB Pro last week and just got it back and honestly very happy with what I got.

They replaced my whole keyboard and it is now feeling great (hopefully will last this time) and also replaced my screen that was delaminating which is nice because my older scree was scratched up by keyboard.

Another Bonus I guess when they replaced the screen, they also replaced the casing and I had a little ugly chip on the side, now I no longer see it and computer looks like its brand new, he top part where the display is. I thought it wasn't my computer at first but didn't complain.

Very happy now and will most likely keep mine for a few more years now unless I see a great deal on 2018

Did you tell them to replace the display or they just did it on their own?

 

[Christian 5G]

Did you tell them to replace the display or they just did it on their own?

I was going to mention it but the girl that was helping me noticed it herself and created two work repair orders.

So, if you have scratches from keyboard and they don’t notice just mention the delamination or anti reflective coating problem. Just find the Apple’s repair program by doing a little research on this.

 

[Grolubao]

Does anyone know until when the replacement program is? I have a sticky key (down arrow) so I'm trying to understand when to go there.

 

[Rob_2811]

Does anyone know until when the replacement program is? I have a sticky key (down arrow) so I'm trying to understand when to go there.

You've got 4 years from the date of purchase.

 

[wineandcarbs]

You've got 4 years from the date of purchase.

This is something I was confused about. The Apple site says "The program covers eligible MacBook and MacBook Pro models for 4 years after the first retail sale of the unit." I didn't know if this meant 4 years since the computer first started being sold (in which case if I bought a refurb I'd have less than 4 years since the release date/the date the computer first started being sold is obviously earlier) or if it meant 4 years since the date I purchased the unit. Good to know that it is date of purchase (the wording on the site was confusing to me).

 

[x-evil-x]

how many times will they replace the keyboard before they just let you swap it? I know nobody wants to be a year out of warranty and the keyboard starts having issues again.

 

[SteveW928]

This is something I was confused about. The Apple site says "The program covers eligible MacBook and MacBook Pro models for 4 years after the first retail sale of the unit." I didn't know if this meant 4 years since the computer first started being sold (in which case if I bought a refurb I'd have less than 4 years since the release date/the date the computer first started being sold is obviously earlier) or if it meant 4 years since the date I purchased the unit. Good to know that it is date of purchase (the wording on the site was confusing to me).

I would actually check with Apple, not depend on a forum thread. I think that could be read several ways.

1. since that model was first sold... the introduction date
2. since the first sale of the particular unit... so not the refurb purchase date
3. since the unit was first sold to the original owner, not the sale date someone bought it used)

how many times will they replace the keyboard before they just let you swap it? I know nobody wants to be a year out of warranty and the keyboard starts having issues again.

If it is like past issues, once the extended warranty is up, it's up. For example, with the laptop GPU issues, they would replace the board/motherboard up until that extended warranty ran out, and then the next time it failed, you would pay if you still wanted it fixed.

So, this puts the life-span of these machines at about 5-6 years before some really expensive repairs. I suppose a lot of people buy new machines that far out anyway these days (though we used to not in the past... I often got 9-10 years out of a higher end machine), but it will really kill the resale value.

 

[x-evil-x]

I would actually check with Apple, not depend on a forum thread. I think that could be read several ways.

1. since that model was first sold... the introduction date
2. since the first sale of the particular unit... so not the refurb purchase date
3. since the unit was first sold to the original owner, not the sale date someone bought it used)




If it is like past issues, once the extended warranty is up, it's up. For example, with the laptop GPU issues, they would replace the board/motherboard up until that extended warranty ran out, and then the next time it failed, you would pay if you still wanted it fixed.

So, this puts the life-span of these machines at about 5-6 years before some really expensive repairs. I suppose a lot of people buy new machines that far out anyway these days (though we used to not in the past... I often got 9-10 years out of a higher end machine), but it will really kill the resale value.

usually 3-4 major repairs you can have an option to lemon your machine. I asked a Genius Bar person this and they said yes its something most people don't know about but its common that 3 major repairs the 4th you have an option if you bring it up... I still think they might swap the machine out after warranty since they did add a 4 year warranty on just the keyboard now.

 

[SteveW928]

usually 3-4 major repairs you can have an option to lemon your machine. I asked a Genius Bar person this and they said yes its something most people don't know about but its common that 3 major repairs the 4th you have an option if you bring it up... I still think they might swap the machine out after warranty since they did add a 4 year warranty on just the keyboard now.

It will probably depend on how bad the problem remains (and how much bad PR they get), regarding swapping/fixing after that 4 years. I wouldn't count on it, though... and I'd guess not if I had to predict.

Yes, the lemon thing depending on who you talk to. I'm not sure about their official policy, and it might depend on laws depending on where you live. Years ago, I had them swap out a laptop on the 2nd time I brought it in... but I also frequented the store and represented a Fortune 100 (buying lots of other stuff... though this was my personal laptop). So, maybe I was getting special treatment, but IMO, the service and flexibility of particular agents has dropped considerably since then.

But, the core problem here, is that IMO, the actual design of the keyboard is the problem. So, when they swap your machine for a new one, you've still got the same potential issue. They certainly have improved each year (ie: 2016 was the worst, then 2017 better, with 2018 being another improvement), but the base issue remains.

Unfortunately, my son has a 2017 MBP, so we'll see how it goes. I tried to warn him against it, but w/o going to a 2015 refurb, it didn't look like there would be alternatives any time soon. I kind of wonder how soon the next overall redesign will come, and if they will actually address the problem... but that might be a year or two yet (unless they've taken too much heat on this to cause an early excuse to refresh it... ie: saving face).

(I'm fortunately at a point where I don't need a MBP any longer, so have gone desktop - 2018 Mac mini - and iPad for mobile. So, I don't have to be in this mess right now. I probably would have bought a MBP, though, if Apple hadn't mucked this up... so in some way, they did me a favor by pushing me back to my current setup... which I'm enjoying more.)

 

[x-evil-x]

It will probably depend on how bad the problem remains (and how much bad PR they get), regarding swapping/fixing after that 4 years. I wouldn't count on it, though... and I'd guess not if I had to predict.

Yes, the lemon thing depending on who you talk to. I'm not sure about their official policy, and it might depend on laws depending on where you live. Years ago, I had them swap out a laptop on the 2nd time I brought it in... but I also frequented the store and represented a Fortune 100 (buying lots of other stuff... though this was my personal laptop). So, maybe I was getting special treatment, but IMO, the service and flexibility of particular agents has dropped considerably since then.

But, the core problem here, is that IMO, the actual design of the keyboard is the problem. So, when they swap your machine for a new one, you've still got the same potential issue. They certainly have improved each year (ie: 2016 was the worst, then 2017 better, with 2018 being another improvement), but the base issue remains.

Unfortunately, my son has a 2017 MBP, so we'll see how it goes. I tried to warn him against it, but w/o going to a 2015 refurb, it didn't look like there would be alternatives any time soon. I kind of wonder how soon the next overall redesign will come, and if they will actually address the problem... but that might be a year or two yet (unless they've taken too much heat on this to cause an early excuse to refresh it... ie: saving face).

(I'm fortunately at a point where I don't need a MBP any longer, so have gone desktop - 2018 Mac mini - and iPad for mobile. So, I don't have to be in this mess right now. I probably would have bought a MBP, though, if Apple hadn't mucked this up... so in some way, they did me a favor by pushing me back to my current setup... which I'm enjoying more.)

I had one of the white MacBooks from 2008 that had that cracking issue on the case and they eventually swapped it out after 3 repairs for that I dont see it any different with this keyboard thing. Being they have a class action lawsuit against them for these keyboards the chances of them swapping it for numerous issues is pretty good.
The 2018 keyboard with the silicone membrane part they added is a lot better than the 2017 and 2016. They can't swap in the 2018 keyboard on these models either so your stuck with the worse faulty keyboards if you get it swapped. Seems like a problem just waiting to happen honestly. Seems like 2018 models the people seem mostly ok with them. A lot less issues with the keyboard too bad I cant get that keyboard without getting a new model. They might have more improvements this year with it but wont know till the new machines come out.

 

[wineandcarbs]

I would actually check with Apple, not depend on a forum thread. I think that could be read several ways.

1. since that model was first sold... the introduction date
2. since the first sale of the particular unit... so not the refurb purchase date
3. since the unit was first sold to the original owner, not the sale date someone bought it used)

I agree that the line could be read different ways. I just checked with Apple to clarify and if a laptop covered under the Keyboard Service Program is purchased from the retail or Apple refurbished store it is covered for 4 years from the date you purchase(d) the unit (which is good for anyone purchasing an older model from the refurbished store, or even a new MacBook since the ones currently being sold were released in 2017).

If the laptop was purchased used from another owner then it's 4 years from when that owner purchased it (which makes sense).

 

[SteveW928]

They can't swap in the 2018 keyboard on these models either so your stuck with the worse faulty keyboards if you get it swapped. Seems like a problem just waiting to happen honestly. Seems like 2018 models the people seem mostly ok with them.

Yeah, that's the thing. IMO, it's a design problem and they will forever be swapping in a faulty design. So, no matter if you have it repaired, or they give you a new (same year) unit, the problem remains. I guess best case is that it goes bad a few months before the 4 years is up, and one get's it swapped, and then it goes another several years. But, since I suppose it has to do with environmental factors and stuff getting in, the first one could go 3.9 years, while the replacement could go 1 month (or vice versa, or anywhere in-between).

Yes, supposedly the 2018 is better, but I think the basic problem is still there... they just made it a bit harder to happen (ie: stuff getting in), or compounded the problem (ie: if something does get in), as it can't get out.

... I just checked with Apple to clarify and if a laptop covered under the Keyboard Service Program is purchased from the retail or Apple refurbished store it is covered for 4 years from the date you purchase(d) the unit (which is good for anyone purchasing an older model from the refurbished store, or even a new MacBook since the ones currently being sold were released in 2017). ...

For sure! Thanks. Yes, I think we got my son's 2017 as a refurb in 2018, so that's good that it is 4 years from that 2018 date.