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Have a mid-2018 Model that I brought in to service the keyboard. computer was returned to me after 3 business days (Fast turnaround). My issues were mild on the 2018 model, but the genius did identify some keys that were stuck.

I don't know if they replaced my mac with the 2019 keyboard, but it feels better. Although, I'm sure it will take a bit of usage before I notice if I have stuck keys again.

This was the replacement part number (661-13163). No idea if this is the latest generation, but I do like the feel of these keys. No issues yet
 
Have a mid-2018 Model that I brought in to service the keyboard. computer was returned to me after 3 business days (Fast turnaround). My issues were mild on the 2018 model, but the genius did identify some keys that were stuck.

I don't know if they replaced my mac with the 2019 keyboard, but it feels better. Although, I'm sure it will take a bit of usage before I notice if I have stuck keys again.

This was the replacement part number (661-13163). No idea if this is the latest generation, but I do like the feel of these keys. No issues yet

I had three keyboard replacements on my Gen-1 butterfly keyboard on my 2015 rMB. It took almost exactly a year each time for the problem to manifest again. I'd say you're good for at least a year - maybe more if they used the new components.
 
Hey,

I just dropped off my tbMBP 13” at the Apple Store for a replacement keyboard.

I neglected to ask whether I’d be getting the new 2019 keyboard.

My work authorisation e-mail says the following - “
S6790LL/A FLAT RATE, RETAIL, TOP CASE MBP 13 $ 462.73 $ 0.00”.

Does the part number correspond with the new 2019 keyboards?
 
I have a 2018 MBP, got it in February, the spacebar started to doubletap as of last week. Just been serviced at the Apple Store in London, new top case. So it lasted 2-3 months. I barely use this laptop so this is extremely disappointing.

I already knew about the 2016/2017 recall programme. Guys at the store happy to replace straight away. I did ask would this come back and they smiled.

Soooo...I'm hoping this does break another 2-3 times and then I get the new 2019 model due to be released shortly. Fingers crossed!

Hilarious. That's my keyboard just broken again as of today. Same issue. The repair lasted all of 56 days of which I was travelling abroad for 28 days with little usage. What a joke. In for repair on Friday.
 
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Have a mid-2018 Model that I brought in to service the keyboard. computer was returned to me after 3 business days (Fast turnaround). My issues were mild on the 2018 model, but the genius did identify some keys that were stuck.

I don't know if they replaced my mac with the 2019 keyboard, but it feels better. Although, I'm sure it will take a bit of usage before I notice if I have stuck keys again.

This was the replacement part number (661-13163). No idea if this is the latest generation, but I do like the feel of these keys. No issues yet

What questions/checks are the "geniuses" doing when dropping off the laptop for keyboard replacement? Do they just replace the keyboard on anyone who just comes in and say that the keys feel sticky (even if they can't replicate while you are there?)

My 2018 MBP had a light liquid spill (juice) that damaged the IO ports. I was not concerned as I have AppleCare+. I took it to the Genius Bar and they shipped it off to have it repaired. Luckily, the liquid indicators did not trip, therefore the repair was covered under the standard warranty and I did not have to pay the $299 accident incident fee. They replaced the IO ports and the fans, but not the keyboard.

Now some of the keys at the left side of the keyboard, mainly the tab, caps lock and shift, feel sticky and sound louder than the rest when pressed. I'm trying to find out how I can go about having Apple replacing my keyboard under the Keyboard Service Program?

Thanks!
 
What questions/checks are the "geniuses" doing when dropping off the laptop for keyboard replacement? Do they just replace the keyboard on anyone who just comes in and say that the keys feel sticky (even if they can't replicate while you are there?)

My 2018 MBP had a light liquid spill (juice) that damaged the IO ports. I was not concerned as I have AppleCare+. I took it to the Genius Bar and they shipped it off to have it repaired. Luckily, the liquid indicators did not trip, therefore the repair was covered under the standard warranty and I did not have to pay the $299 accident incident fee. They replaced the IO ports and the fans, but not the keyboard.

Now some of the keys at the left side of the keyboard, mainly the tab, caps lock and shift, feel sticky and sound louder than the rest when pressed. I'm trying to find out how I can go about having Apple replacing my keyboard under the Keyboard Service Program?

Thanks!

Exactly that, you can go in and describe the symptoms without being able to replicate. They ran the usual diagnostics to prove nothing else was broken then accepted what I said as given.
 
So I know it's been a while since someone posted in here, but I figured I'd share some information. I had a MacBook Pro 15" that had 3 keyboard failures, and a 12" MacBook with 2 failures. The last 15" failure happened a week or 2 ago, and I brought in to Apple. I politely asked the geek guy if anyone had successfully gotten Apple to replace the defective machine with the new keyboard model. He said he had heard of some success depending on how many repairs had been done to the keyboard. Three repairs seemed to be his "baseline" minimum for getting a complete replacement. He suggested I talk to Apple corporate while the were fixing mine.

I did just that, ended up speaking with a very nice woman who seemed to agree that the number of keyboard failures is unacceptable and she would lobby for a replacement machine. She attempted to call the store, but according to her the manager at the store was never available to speak.

Anyway, fast forward, I got a call that my original machine was fixed. So I went in to talk to them about the 15”. They brought it out and I said “before I pick that up, I’d really like to speak with the manager”. They said sure, and brought over a “team lead”. I showed her the emails from corporate saying they couldn’t get a hold of the store, and I explained again that this was the 3rd or 5th failure (depending on how you looked at it). She went in the back for a few minutes and came back out to tell me at the advice of corporate, that they were replacing my machine and since they don’t make mine anymore, they would replace it with the 16” with the new keyboard.

So long story short, I’m another customer that received a brand new model, this time the new 16”, in exchange for the defective keyboard original. I think if you are nice and explain yourself clearly, you can see a pattern, I’m not the only one that has received a newer replacement, just look in some of the past pages of this thread. I think this is something Apple is quietly doing without making it known to the public.

In addition, I have a HEAVY tying stroke. It’s not something I want to have, it’s just the nature of how I type. I believe that is the reason for the failure. The last time I brought it in for repair I noticed the spacebar had actually bent where I impact it all the time. I think forceful typing is a main culprit in these butterfly keyboards failing. It also helps explain why some people never have failures and others have 5.
 
So I know it's been a while since someone posted in here, but I figured I'd share some information. I had a MacBook Pro 15" that had 3 keyboard failures, and a 12" MacBook with 2 failures. The last 15" failure happened a week or 2 ago, and I brought in to Apple. I politely asked the geek guy if anyone had successfully gotten Apple to replace the defective machine with the new keyboard model. He said he had heard of some success depending on how many repairs had been done to the keyboard. Three repairs seemed to be his "baseline" minimum for getting a complete replacement. He suggested I talk to Apple corporate while the were fixing mine.

I did just that, ended up speaking with a very nice woman who seemed to agree that the number of keyboard failures is unacceptable and she would lobby for a replacement machine. She attempted to call the store, but according to her the manager at the store was never available to speak.

Anyway, fast forward, I got a call that my original machine was fixed. So I went in to talk to them about the 15”. They brought it out and I said “before I pick that up, I’d really like to speak with the manager”. They said sure, and brought over a “team lead”. I showed her the emails from corporate saying they couldn’t get a hold of the store, and I explained again that this was the 3rd or 5th failure (depending on how you looked at it). She went in the back for a few minutes and came back out to tell me at the advice of corporate, that they were replacing my machine and since they don’t make mine anymore, they would replace it with the 16” with the new keyboard.

So long story short, I’m another customer that received a brand new model, this time the new 16”, in exchange for the defective keyboard original. I think if you are nice and explain yourself clearly, you can see a pattern, I’m not the only one that has received a newer replacement, just look in some of the past pages of this thread. I think this is something Apple is quietly doing without making it known to the public.

In addition, I have a HEAVY tying stroke. It’s not something I want to have, it’s just the nature of how I type. I believe that is the reason for the failure. The last time I brought it in for repair I noticed the spacebar had actually bent where I impact it all the time. I think forceful typing is a main culprit in these butterfly keyboards failing. It also helps explain why some people never have failures and others have 5.

That is one of the reasons I went back to Apple.
 
So I know it's been a while since someone posted in here, but I figured I'd share some information. I had a MacBook Pro 15" that had 3 keyboard failures, and a 12" MacBook with 2 failures. The last 15" failure happened a week or 2 ago, and I brought in to Apple. I politely asked the geek guy if anyone had successfully gotten Apple to replace the defective machine with the new keyboard model. He said he had heard of some success depending on how many repairs had been done to the keyboard. Three repairs seemed to be his "baseline" minimum for getting a complete replacement. He suggested I talk to Apple corporate while the were fixing mine.

I did just that, ended up speaking with a very nice woman who seemed to agree that the number of keyboard failures is unacceptable and she would lobby for a replacement machine. She attempted to call the store, but according to her the manager at the store was never available to speak.

Anyway, fast forward, I got a call that my original machine was fixed. So I went in to talk to them about the 15”. They brought it out and I said “before I pick that up, I’d really like to speak with the manager”. They said sure, and brought over a “team lead”. I showed her the emails from corporate saying they couldn’t get a hold of the store, and I explained again that this was the 3rd or 5th failure (depending on how you looked at it). She went in the back for a few minutes and came back out to tell me at the advice of corporate, that they were replacing my machine and since they don’t make mine anymore, they would replace it with the 16” with the new keyboard.

So long story short, I’m another customer that received a brand new model, this time the new 16”, in exchange for the defective keyboard original. I think if you are nice and explain yourself clearly, you can see a pattern, I’m not the only one that has received a newer replacement, just look in some of the past pages of this thread. I think this is something Apple is quietly doing without making it known to the public.

In addition, I have a HEAVY tying stroke. It’s not something I want to have, it’s just the nature of how I type. I believe that is the reason for the failure. The last time I brought it in for repair I noticed the spacebar had actually bent where I impact it all the time. I think forceful typing is a main culprit in these butterfly keyboards failing. It also helps explain why some people never have failures and others have 5.

Great to hear the good Customer Service.
 
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Yes, Apple makes decisions I wish they wouldn't. This whole "no end user repairs or replacements" is not right. The old MacBooks were much better in that regard. BUT, I think the customer service is the one thing that gets lost sometimes in all these discussions. I can honestly say, I've never really had a "bad" customer service experience with Apple. More often than not the outcome is fair and the experience is pleasant. This last experience was pretty painless honestly, and I got the new machine without much effort. When I contrast that with other experiences I've had at other companies, it's way better than average.

What I have noticed though, Apple is DEFINITELY getting that large company feel. They don't know what another department is doing, you get transferred around trying to find the right "specialist" to help with whatever issue you have. The Genius Bar folks have the wrong info about how corporate handles things (like AppleCare transfers). I do hope that Apple is paying attention to themselves, because part of their appeal as a consumer was the rapid level of response you would get from anyone you spoke with. Now it does seem that there's a lot more transferring and a lot more pointing to another department as the problem. I still got a more than fair outcome, but even in my situation that happened as the store blamed corporate and corporate said the store wouldn't return their calls.
 
Apple's customer service is definitely a factor in my decision to purchase their products. I originally purchased a 2018 15" mid-tier model in July 2018. A couple of months later I noticed that the top case was warping on one side. I sent it in and Apple replaced the top case. Then I had keyboard issues and squeaky hinges. They repaired and sent back. Then I had keyboard problems again around October last year, they sent a replacement 2018 machine.

Once the keyboard began acting up again, I politely asked for a better solution. I'm typing this on my 16" replacement. I agree with the poster above about being a heavy typer and potential impacts to the butterfly mechanism. The keyboard on the 16" model has more travel and feels more forgiving.
 
I had three of the machines with the bad keyboards. They all had keyboard failures. A friend ended up buying of the 13" Touch Bar models from me as he was going to use an external keyboard most of the time. That said he ended up using it normally and it's had two keyboard replacements, so I'll be sending him this info!
I'm waiting a bit to see if the 16" units are as good as they appear, then I'll pick one up in the spring.
 
I had three of the machines with the bad keyboards. They all had keyboard failures. A friend ended up buying of the 13" Touch Bar models from me as he was going to use an external keyboard most of the time. That said he ended up using it normally and it's had two keyboard replacements, so I'll be sending him this info!
I'm waiting a bit to see if the 16" units are as good as they appear, then I'll pick one up in the spring.


The 16 inch keyboard is really just the old one from the original pro or the air. At least that what it seems like to me. I don't notice anything different about it and those older models. I think it will be more reliable because of the mechanism and the travel, but if I'm being honest, I don't really like the old keys and never really did, they seem a little smaller then the butterfly keys and have a mushy feel to me. But to be clear, I always felt like that, even back in 2014. I wish the keys had the same physical size as the butterfly ones, I got used to the larger keys and really just wanted more travel!
 
Interesting move. Back in 2017, when I was having serious issues with my 2016 MBP, Apple flat out refused to even acknowledge any flaws and faults in their design and instead kept insisting on fixing it over and over again until I run out of warranty. I went through three keyboard replacements between July and December of 2017, and eventually sold it immediately after the third attempt. It's good to know that the Apple of 2017 has come a long way since, and that they are finally ackowledging and addressing this butt-headed design mistake.

Either way, I wonder what they are going to do with my MacBook, which went through two repairs in the last year already. There's no successor to it, and the only possible option would be the MacBook Air with yet another Butterfly keyboard.
 
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So I know it's been a while since someone posted in here, but I figured I'd share some information. I had a MacBook Pro 15" that had 3 keyboard failures, and a 12" MacBook with 2 failures. The last 15" failure happened a week or 2 ago, and I brought in to Apple. I politely asked the geek guy if anyone had successfully gotten Apple to replace the defective machine with the new keyboard model. He said he had heard of some success depending on how many repairs had been done to the keyboard. Three repairs seemed to be his "baseline" minimum for getting a complete replacement. He suggested I talk to Apple corporate while the were fixing mine.

I did just that, ended up speaking with a very nice woman who seemed to agree that the number of keyboard failures is unacceptable and she would lobby for a replacement machine. She attempted to call the store, but according to her the manager at the store was never available to speak.

Anyway, fast forward, I got a call that my original machine was fixed. So I went in to talk to them about the 15”. They brought it out and I said “before I pick that up, I’d really like to speak with the manager”. They said sure, and brought over a “team lead”. I showed her the emails from corporate saying they couldn’t get a hold of the store, and I explained again that this was the 3rd or 5th failure (depending on how you looked at it). She went in the back for a few minutes and came back out to tell me at the advice of corporate, that they were replacing my machine and since they don’t make mine anymore, they would replace it with the 16” with the new keyboard.

So long story short, I’m another customer that received a brand new model, this time the new 16”, in exchange for the defective keyboard original. I think if you are nice and explain yourself clearly, you can see a pattern, I’m not the only one that has received a newer replacement, just look in some of the past pages of this thread. I think this is something Apple is quietly doing without making it known to the public.

In addition, I have a HEAVY tying stroke. It’s not something I want to have, it’s just the nature of how I type. I believe that is the reason for the failure. The last time I brought it in for repair I noticed the spacebar had actually bent where I impact it all the time. I think forceful typing is a main culprit in these butterfly keyboards failing. It also helps explain why some people never have failures and others have 5.
In Australia, I will use this fact - and it's a fact proven by copious public evidence (where Apple can be overruled no matter what they say in denying this simple fact) - that the butterfly keyboard model in essence CANNOT BE REPAIRED, to secure my entitlement to the refund of my 2018 model.

If this model cannot be repaired without needing it to be repaired again and again ad infinitum, then my entitlement to refund cannot be denied.

Given some details of my current circumstances, it's likely I won't have to go to the Tribunal, but if I have no other choice, I'll use this fact in my application.

Why on earth should I accept 3-5 replacements, losing access to my SOLE work machine on which I fully depend for my income, for up to 3 weeks each time, just to get a fix for this defect, despite paying $5000 for the laptop?

It's ludicrous.

Cases like this are why Consumer Law exists.
 
Why on earth should I accept 3-5 replacements

I’m from Australia, and they were reluctant to do a second replacement for me. I had one done in April and it failed again around November and they said in Australia you only have two keyboard replacements. So they offered to clean to the keyboard... as replacing wouldn’t really fix the keyboard issue. This was told to me with the first repair.

Anyways the genius was nice and he pushed me towards asking for a refund. Because basically this is a fault by design not by consumer so I went ahead and asked for a refund or replacement (16” just released). I spoke to the store manager and they agreed, mind you my mbp was a refurbished 2016 top spec model purchased in mid 2017.

Long story short they couldn’t swap it because the 16” was too new so I opted for a refund. About 4 weeks with a couple of phone calls and I got my refund! Happy with the outcome and service.

This is also my main tool for income so I pushed that point a bit for them to understand that I no longer am confident with this machine.
 
I’m from Australia, and they were reluctant to do a second replacement for me. I had one done in April and it failed again around November and they said in Australia you only have two keyboard replacements. So they offered to clean to the keyboard... as replacing wouldn’t really fix the keyboard issue. This was told to me with the first repair.

Anyways the genius was nice and he pushed me towards asking for a refund. Because basically this is a fault by design not by consumer so I went ahead and asked for a refund or replacement (16” just released). I spoke to the store manager and they agreed, mind you my mbp was a refurbished 2016 top spec model purchased in mid 2017.

Long story short they couldn’t swap it because the 16” was too new so I opted for a refund. About 4 weeks with a couple of phone calls and I got my refund! Happy with the outcome and service.

This is also my main tool for income so I pushed that point a bit for them to understand that I no longer am confident with this machine.



At the end of the day, that's exactly what it's about. I actually really liked the butterfly keyboard sound and the way it felt (I know many didn't, but I did). HOWEVER, after so many failures, I really felt like every time I touched the machine it was likely to break. Even when I didn't touch it I was afraid stuff was getting inside. So in the end, I lost all confidence in it as well, and even if they fixed it for a 5th time, inside I knew it was just going to happen again in a few weeks/months. It's too bad, because otherwise they are really amazing machines (power available for the size and sleek design).

Like I said in the other post, I'm not thrilled with the new 16 inch keyboard. It's very similar to the one that used to be in the Mac from years ago that I never really liked. The added travel is certainly nice and my fingers don't hurt quite as much, but there isn't a a lot of feel or tactile sensation to the keys, they seem very mushy to me. I'm sitting next to a Thinkpad X1 at the moment and can 100% say, that keyboard is infinitely better.
 
At the end of the day, that's exactly what it's about. I actually really liked the butterfly keyboard sound and the way it felt (I know many didn't, but I did). HOWEVER, after so many failures, I really felt like every time I touched the machine it was likely to break. Even when I didn't touch it I was afraid stuff was getting inside. So in the end, I lost all confidence in it as well, and even if they fixed it for a 5th time, inside I knew it was just going to happen again in a few weeks/months. It's too bad, because otherwise they are really amazing machines (power available for the size and sleek design).

Like I said in the other post, I'm not thrilled with the new 16 inch keyboard. It's very similar to the one that used to be in the Mac from years ago that I never really liked. The added travel is certainly nice and my fingers don't hurt quite as much, but there isn't a a lot of feel or tactile sensation to the keys, they seem very mushy to me. I'm sitting next to a Thinkpad X1 at the moment and can 100% say, that keyboard is infinitely better.
Since you like the butterfly so much and the 2017-2019 modelers are 40% of what the 16" costs, why don't you just keep 2 2017-2019 models and keep one as a spare or second machine? With time machine you can migrate in minutes if your keyboard fails.
 
the resale values on a MB computer is a great deal
the time to own your own 2019 MB is NOW

not
 
Since you like the butterfly so much and the 2017-2019 modelers are 40% of what the 16" costs, why don't you just keep 2 2017-2019 models and keep one as a spare or second machine? With time machine you can migrate in minutes if your keyboard fails.


Because like everyone else with these faulty keyboards, what do you do when the extended warranty program is over? They will all be paperweights, or you'll need to use them with an external keyboard. That's why the current resale is dying on these model years, they have no guaranteed lifespan after the extended keyboard replacement program ends!

I'm not sure if you've see the replacement cost of the keyboard, which is the top case. It's going to be more than the value of the machine itself when Apple is no longer paying. I'd rather live with a keyboard that I don't "love", but that keeps working.
 
Because like everyone else with these faulty keyboards, what do you do when the extended warranty program is over? They will all be paperweights, or you'll need to use them with an external keyboard. That's why the current resale is dying on these model years, they have no guaranteed lifespan after the extended keyboard replacement program ends!

I'm not sure if you've see the replacement cost of the keyboard, which is the top case. It's going to be more than the value of the machine itself when Apple is no longer paying. I'd rather live with a keyboard that I don't "love", but that keeps working.
It's a 4 year repair program.
Mid 2017 are covered for the next 1.5 years, till August 2017. The newer machines are even longer. That's a enough of a coverage, they will obsolete and cost pennies anyway by then.
 
It's a 4 year repair program.
Mid 2017 are covered for the next 1.5 years, till August 2017. The newer machines are even longer. That's a enough of a coverage, they will obsolete and cost pennies anyway by then.

No they won't! Thats like saying the 15's are worth pennies and obsolete right now (they are not!). there are still plenty of people still running Macs back to 2010/2011 models! That's part of the appeal. And those machines are still worth hundreds.

What you're proposing is simply be OK with accepting they have no value in 1.5 years AND can no longer be used when the keyboard craps out? Let's see....at about $900 each for 2 2017's, I'd get a certain 1.5 years of computer use for $1800, with possibly no residual value and no ability to use either at the end. no thanks. I'll stick with the replacement 16" with the functional keyboard that should last about 10 years based on the keyboard and prior history with Macs.
 
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with possibly no residual value and no ability to use either at the end
Its resale will be $500+. And there is VERY HIGH chance that the keyboard will last a while after warranty expiration. Especially if a keyboard has been replaced during the 4 years.

Btw, if you care that much about $, your 16" will lose $500+ by the end of this year!
 
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