- Apr 12, 2001
Apple has initiated a new three-year service policy for the Smart Keyboard for both the 9.7-inch and 12.9-inch iPad Pro, MacRumors has learned.
Apple has determined that some Smart Keyboards may experience "functional issues" during use, such as the Smart Connector not working or certain keys sticking, repeating, or not responding, according to an internal memo distributed to Apple Stores and Apple Authorized Service Providers last week.
Apple says it will service any qualifying Smart Keyboard free of charge within three years of the date it was originally purchased.
We recommend affected customers call an Apple Store to schedule a Genius Bar appointment or visit an Apple Authorized Service Provider to initiate the repair process. Affected customers can also contact Apple support by phone, online chat, or email by selecting iPad > iPad Accessories on this page.
Due to the newness of this service policy, some Apple support employees may be unfamiliar with its existence, in which case we recommend escalating your request to a senior AppleCare advisor.
Update: In May 2019, we received an email from a customer who claims that Apple denied existence of this policy. Your mileage may vary.
Article Link: Apple Offering Free Smart Keyboard Repairs Under New 3-Year Policy