Has anyone made use of the MBP Keyboard Service program?

[khalidjiwa]

I recently had my top case replaced after this program came out, but they gave me one of the older non silicone keyboards, even though I mentioned that I want to make use of the newer updated keyboard. Of course, this didn't happen and now a month later I am having stuck/unresponsive keys again. They are telling me to now make use of the MBP Keyboard Service program (which I was supposed to have done in the first place -- somehow they didn't reference this program in my original repair so it doesn't count(??)).

Anyways, now that I am going to get it replaced again, does anyone have any experience on getting the new silicone top keyboard in the 2018s in a 2017 with the repair program?

I haven't been able to find any updates on this, surely I can't be the only one.

Cheers

 

[jerryk]

I am pretty sure the 2017 and earlier systems do not support the 2018 top case (keyboard, al case, trackpad, and battery) be cause the batteries are different.

 

[khalidjiwa]

I am pretty sure the 2017 and earlier systems do not support the 2018 top case (keyboard, al case, trackpad, and battery) be cause the batteries are different.

I remember reading this somewhere as well, but wasn't sure. I would love if a few people could chime in and confirm this. The agent seemed convinced that replacing the top case again, this time under the service program, would resolve the issue once and for all. Obviously, if what you stated is true, I would just again be getting the same faulty part which would eventually fail just as the past 3 replacements I've had will.

I'm assuming the only way to truly resolve is to have the computer replaced with a 2018 model with the new silicone keyboard (assuming this in itself isn't only a temporary fix too)

 

[New_Mac_Smell]

I remember reading this somewhere as well, but wasn't sure. I would love if a few people could chime in and confirm this. The agent seemed convinced that replacing the top case again, this time under the service program, would resolve the issue once and for all. Obviously, if what you stated is true, I would just again be getting the same faulty part which would eventually fail just as the past 3 replacements I've had will.

The service program was just an extension of the keyboard repair, it's not a special keyboard replacement or anything.

2016-2017 MBP keyboards are replaced with 2017 models, the 2018 is not compatible with previous models. There is no guarantee that the replacement keyboard will fail, they are prone to failure, but are not 100% failure rate. Just give it a chance, if you truly cannot work with it then get it replaced. I only say that as I've found they require some time to settle, whereby firmer keys soften over time and become less sticky.

 

[khalidjiwa]

Im on my 4th replacement now, over 2 different MBPs, one 2016 and one 2017. They seem to have issues for me regardless. I dont eat near my computer nor drink so its very irritating to be told that getting ANOTHER keyboard is going to fix it. I will absolutely get it replaced (the entire computer, not keyboard) when this becomes an option after more repairs

 

[DeanPSN]

Im on my 4th replacement now, over 2 different MBPs, one 2016 and one 2017. They seem to have issues for me regardless. I dont eat near my computer nor drink so its very irritating to be told that getting ANOTHER keyboard is going to fix it. I will absolutely get it replaced (the entire computer, not keyboard) when this becomes an option after more repairs

Like someone mentioned above, the replacement top case/keyboards are the 2017 models because the 2018 top case is different.
I had my 2017 MBP replaced with a 2018 one after 3 repairs. (I got a stuck key within hours after getting the top case replaced for the 3rd time)
You will need to have repairs 3 times for the same issue on the same machine, and if fails again after the 3rd repair, you will need to bring it to Apple/AASP to write a report that the problem came back after the 3rd repair and then they will replace it with a brand new MBP.

 

[khalidjiwa]

Thanks, the annoying thing is Ive actually had 3 top cases replaced, now a 4th, but because its been over 2 different laptops they are treating it as seperate instances, even though it's all been within a year. I've escalated it but they won't budge. I guess Im going to have to go through the runaround with them, which is irritating to say the least. Is there a way to reach Executive Relations directly?

 

[DeanPSN]

Thanks, the annoying thing is Ive actually had 3 top cases replaced, now a 4th, but because its been over 2 different laptops they are treating it as seperate instances, even though it's all been within a year. I've escalated it but they won't budge. I guess Im going to have to go through the runaround with them, which is irritating to say the least. Is there a way to reach Executive Relations directly?

No, don't think so, the Executive Relations contacted me after i wrote to Tim Cook and they called saying they.are calling on his behalf. But that was before my 3rd repair and didn't want to replace it under any circumstances, unless i got it repaired 3 times and had the 4th failure.
In the end a senior advisor sorted everything out after the 3rd repair and the report from AASP saying it failed 4 times for the same issue.

 

[Fishrrman]

OP wrote:
"I recently had my top case replaced after this program came out, but they gave me one of the older non silicone keyboards, even though I mentioned that I want to make use of the newer updated keyboard."

The newer "silicone" covered keyboard fits ONLY into 2018 MacBooks and is not used to replace failed keyboards on 2016 or 2017 models.

You can "protest" that you want a silicone-covered keyboard forever, but for the "4-year extended warranty" program, you have to take what you get.

 

[Painter2002]

Thanks, the annoying thing is Ive actually had 3 top cases replaced, now a 4th, but because its been over 2 different laptops they are treating it as seperate instances, even though it's all been within a year. I've escalated it but they won't budge. I guess Im going to have to go through the runaround with them, which is irritating to say the least. Is there a way to reach Executive Relations directly?

I have heard from some people that once you have hit 4 repairs for the same issue on the same machine, that sometimes management can grant a swap to where you get a new machine altogether (a similarly specced newer model).

It might not hurt to ask management if they can review possibly giving you a replacement device, explaining how you keep having the issue and it is causing issues with your productivity as you keep bringing it in for replacement. Be firm, but also be polite and don't get too angry if they say no. Remember honey goes a lot further than salt. Just a thought.