Apple Now Prioritizing MacBook Keyboard Repairs With Quoted Next-Day Turnaround Time

[Suttree]

A couple of years with my 12-inch MacBook and several screenplays, teleplays, stageplays, and video game scripts later, my keyboard is still good as new. Knock proverbial wood. Truly curious why I’ve had zero issues when I’ve typed thousands of pages of scripts while others have problems when they merely look at the keyboard.

 

[Bodie CI5]

Haha yea... not true at all. The CPu/GPU in the 2015 model is just as good as the new ones. Where did you read that? Or did you make it up since your jealous you don't have a 2015 MBP and I'm typing away on a flawless keyboard?

heh, jealous... (FYI I just sold off my SB2 so IDGAF about the "flawless" experiences)

Back in 2015, that's what the go was in these forums.

 

[cmaier]

I absolutely love the keyboard. I have had no issues at all. I don’t see why everyone hates it.

Because I like when the B and 4 keys work on my keyboards.

 

[mlody]

This is why I love Apple.
They are always working to put customers first.
You won't get this level of customer care from a Samsung, Dell or HP.

You mean that after Apple f... up their customers for 3-4 years then they bend and offer next day repair?

If they were customer focus they would had left the keyboard that it was before the redesign in 2015 cause no one ever complained about it.

 

[R3k]

Question: For a 2016 model, do they replace the keyboard for another of the same design or with the newer design?
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And why did you people even buy a MBP after the 2015 one which was perfect?? Go buy that one not this trash.

Cause they don’t won’t old tech.
[doublepost=1556062297][/doublepost]

am i the only one that loves apples new keyboard compared to 2015 models

It took me over a year, but I grew to like it. Had to get it repaired due to sticky keys too. That said, When using my gf’s 2013 model, it feels way clunkier, but i am still more accurate with it.

 

[MattMJB0188]

Question: For a 2016 model, do they replace the keyboard for another of the same design or with the newer design?
[doublepost=1556062090][/doublepost]

Cause they don’t won’t old tech.

Yeah and how is that "new tech" working out lol.

 

[magicschoolbus]

Apple... if it ain’t broke, don’t fix it!

 

[R3k]

Yeah and how is that "new tech" working out lol.

Pretty good for most people I’m sure.

 

[nouveau_redneck]

You know what's fair? That Apple has to fix their own stupid design mistake, and they have to replace the entire top case at their own cost because they designed it so that the keyboard can't be replaced on its own. I really hope this is costing Apple so much money that they will learn their lesson for good, and redesign their products to be more repairable. Maybe next time they'll think twice about using glue and rivets.

Or costing them enough that they tend to listen less to Jony "notch" Ive in the future when he spouts the virtues of THIN.

 

[cmaier]

Question: For a 2016 model, do they replace the keyboard for another of the same design or with the newer design?
[doublepost=1556062090][/doublepost]

Cause they don’t won’t old tech.
[doublepost=1556062297][/doublepost]

It took me over a year, but I grew to like it. Had to get it repaired due to sticky keys too. That said, When using my gf’s 2013 model, it feels way clunkier, but i am still more accurate with it.

In the past I saw they replace the 2016’s with “newer” versions

 

[Ghost31]

Butterfly keyboard 4th gen. It's the best keyboard we've ever made. We think you're going to love it.

And then two weeks after release: “guys my 5th gen Keyboard is sticking again. They didn’t fix it with their double membrane design!”
[doublepost=1556065643][/doublepost]

Samsung, Dell, and HP keyboards actually work in the first place.

Why did my keyboard fail on a dell xps?

 

[cmaier]

The really great news here is that I’m sure many people, including me, hesitated to bring our devices in for repair (particularly a second or third repair) knowing that it would be a week for a fix, and getting by with external keyboards. Once word gets out, a lot of folks will bring in their machines (I made my appointment), and Apple will finally see the real quantity of people that is having these issues.

 

[sirozha]

Because I like when the B and 4 keys work on my keyboards.

You had them working B4?
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A couple of years with my 12-inch MacBook and several screenplays, teleplays, stageplays, and video game scripts later, my keyboard is still good as new. Knock proverbial wood. Truly curious why I’ve had zero issues when I’ve typed thousands of pages of scripts while others have problems when they merely look at the keyboard.

The sticky keyboard problem doesn’t manifest itself on imaginary MacBooks.

 

[Dephtones]

Nice. Nearest store authorized or official is 4 hours round trip.

 

[mclarenf1]

Apple has indicated that most MacBook and MacBook Pro keyboard repairs will be required to be completed at Apple Stores until further notice, rather than being shipped to an off-site Apple repair center, according to an internal memo shared with Apple Store employees last week and obtained by MacRumors.

Apple's memo, titled "How to support Mac customers with keyboard-related repairs in store," advises Genius Bar technicians that these keyboard repairs should be "prioritized to provide next-day turnaround time":Apple did not provide a reason for this change, but the company is known for customer satisfaction, so it could be trying to speed up the process a bit to alleviate frustration.

The turnaround time for MacBook and MacBook Pro repairs shipped to Apple's off-site facilities has typically ranged between three to five business days, and sometimes longer, so next-day turnaround would be much more convenient for customers if Genius Bars can actually fulfill that ambitious timeframe.

Shortly after the 2015 MacBook and 2016 MacBook Pro were released with lower-profile butterfly mechanism keyboards, complaints began to emerge about "sticky" keys causing repeating letters and other inconsistent behavior during routine use. In more severe cases, keys pop out of position or stop working altogether.

Following a few years of anecdotal complaints, and no less than three lawsuits, Apple finally initiated a worldwide service program offering free repairs of 12-inch MacBook models released between 2015 and 2017 and MacBook Pro models released in 2016 and 2017 for customers with expired warranty coverage.

That program remains in effect, but Apple has yet to extend free repairs to the still-under-warranty 2018 MacBook Pro or 2018 MacBook Air, which are still prone to keyboard issues to a lesser extent - despite both having third-generation butterfly keyboards with a silicone membrane designed to mitigate the issues.

2018 MacBook Pro keyboard with silicone membrane via iFixit​

The Wall Street Journal's Joanna Stern recently brought some attention to the continued keyboard issues, prompting Apple to apologize:Affected customers should visit Apple's Get Support page to book an appointment with a Genius Bar or an Apple Authorized Service Provider, who are also authorized to complete free repairs under Apple's service program.

Article Link: Apple Now Prioritizing MacBook Keyboard Repairs With Quoted Next-Day Turnaround Time

 

[martyjmclean]

This makes sense. They just need to slap on another rubber and the customer is good to go.

Only if you have a 2018 model. 2016 and 17 models don't get the "fixed" condom keyboard.

 

[mclarenf1]

My MacBook was sent in three times for repairs. WHAT A PAIN! And I hate it when they say, ‘we’ve never heard of this problem!’

 

[cmaier]

Nice. Nearest store authorized or official is 4 hours round trip.

You’re living there wrong.

 

[nouveau_redneck]

Nice. Nearest store authorized or official is 4 hours round trip.

Hey, you and I must live in the exact same place. It's 2 hours to the minute for me to the Apple store.

 

[0924487]

Dust is the least of the issues. It's the mechanism itself breaking. No idea how a sealed/IP67 keyboard would fix the key butterfly mechanism to break (e.g. the 2 pieces being deformed).

That's not a problem, because eventually, it's not going to be two pieces or 3 pieces, it's going to be one piece only, where you are typing on a formed plastic air puck. The butterfly is just one step towards that keyless keyboard roadmap. From one-piece keyless, then we can develop hepatic feedback, holographic UI, and other advanced 3D input methods.
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I have read somewhere that a 2017MBP owner had his keyboard / top case replaced very recently, and he swears that the new keyboard feels "nothing like the previous one" and suspects that they started implementing the silicon film protected keyboards into 2015-2017 models now. I wonder if that's really the case or if he's just imagining the difference - or maybe they just gave him the whole new replacement laptop, 2018 model, and he didn't realize that.


I had my 2017MBP top case replaced because of the keyboard problem last year, and the new keyboard was exactly the same as the old one - it does not have the protective silicone film. However, if you read my quote above, there's a possibility they starting implementing 3rd gen keyboards into 2015-2017 MBPs recently.

if they are in doubt just pick off one keycap and measure the thickness and look at the silicon membrane would tell.

 

[alongdingdong]

Do those keyboard covers work in this case?

 

[michaelsviews]

Butterfly keyboard 4th gen. It's the best keyboard we've ever made. We think you're going to love it.

We THINK
[doublepost=1556073458][/doublepost]

In the past I saw they replace the 2016’s with “newer” versions

Actually when I was on the phone getting ready to order a 15 MBP the sales rep said that all of the keyboards in the refurbished 15" MBP's have the latest keyboard "2018" and that this was not a wide spread problem, but she suggested that I go with a 2018 so that I would have the latest hardware. Maybe the keyboard problem is because of the user? environment? I remember my first MBP back then it was screen bleed over dead pixels, seems everything Apple puts out has problems . I have a 2017 Refurbished coming because I do not do anything that intensive for the need of a 6 Core Processor. Have to try out this new keyboard, design, over sized track pad. Maybe it's not the wisest decision but I would still lean towards a 2015 15" MBP. Peace of mind maybe

 

[cmaier]

We THINK
[doublepost=1556073458][/doublepost]

Actually when I was on the phone getting ready to order a 15 MBP the sales rep said that all of the keyboards in the refurbished 15" MBP's have the latest keyboard "2018" and that this was not a wide spread problem, but she suggested that I go with a 2018 so that I would have the latest hardware. Maybe the keyboard problem is because of the user? environment? I remember my first MBP back then it was screen bleed over dead pixels, seems everything Apple puts out has problems . I have a 2017 Refurbished coming because I do not do anything that intensive for the need of a 6 Core Processor. Have to try out this new keyboard, design, over sized track pad. Maybe it's not the wisest decision but I would still lean towards a 2015 15" MBP. Peace of mind maybe

I don’t think one can blame this on user or the environment. I’ve owned four MPBs, 2 airs, and a MacBook. The only one to ever have any keyboard problems is my 2016 MBP. Repeatedly. I’m not treating it any different than the others. I don’t eat around it, I keep it shut when not using it,I transport it in a sleeve and put the sleeve in a messenger bag. It first started showing problems within a month or so of owning it.

 

[smirking]

And why did you people even buy a MBP after the 2015 one which was perfect?? Go buy that one not this trash.

Unpopular opinion: some of us are having good experiences with the new MBPs.
[doublepost=1556075325][/doublepost]

I don’t think one can blame this on user or the environment.

From getting a close look at one of these switches and having minor intermittent issues with mine and also having completely abused the hell out of it (including eating directly over it intentionally), I'm quite of the opinion that the percentage of issues caused by debris are smaller than commonly believed.

 

[alexhardaker]

so.. I have to buy an third party keyboard coover, which is probably ugly (I have never seen any) foor my $2k computer, just to avoid a problem which doesn't exist in 300 usd computers.

Make sense. Totally.

It’s a few £s / $s. And it keeps it clean. Who cares? You can get ones that look identical to the keyboard MOSISO Keyboard Skin Cover Compatible Touch Bar Models Newest Version MacBook Pro 13 (A1989/A1706) & MacBook Pro 15 (A1990/A1707) 2018 2017 2016 Release with Touch ID (Europe Layout), Black https://www.amazon.co.uk/dp/B01NAEMT9K/ref=cm_sw_r_cp_api_i_yr9VCb0RTXQKN