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Horrible Keyboard :(

T

Tissue Paper

macrumors regular
Original poster
Jun 18, 2012
176
6
I've had the worst experience with the MacBook Pro I bought beginning of 2018. The first major issue I had with the computer was with the display. My display was going wacko and it kept flickering different colors when I downloaded certain apps. In addition to that, I had issues playing Netflix on fullscreen. Whenever I do that, I get a weird greenish effect. I thought I might have been sold a faulty device.

The second issue I had was with the keyboard and it is by far the worst. The i letter stopped working properly. Then it's the E and finally the L. I looked it up on YouTube and a guy said to remove the letter and clean under it. I removed the letters and now Ican't put them back in place anymore so I'm typing this right now with letters that aren't really attached. Today my spacebar stopped working. I have to angle the letters at a certain angle in order for them to work. I also have to keep a pin or some kind of needle next to me all the time so that once the keys fall, I can lift them up again to allow them to work. This is seriously annoying to me.

I used a 2008 model for over 6 or 7 years without a flaw. I don't get why their newer models are this crappy. Anyway, I really need to fix the keyboard so when I called they told me there's no way to fix individual keys. I need to fix the entire keyboard and that will cost me up to $650 which I think is a total rip off. That's almost half the price of a new one.

I don't know what to do now. I don't really follow Apple updates and wanted to ask here if the new keyboards are any better? Apple can't seriously continue making keyboards like this. I just don't get how it even passed inspection. So if the new keyboards are better. Is there a way for me to add the new keyboard to this early 2018 model?
 
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There is a 4 year warranty on the keyboards. Just get the letters back on there and take it up there. I have the 2017 and have had no problems :/
 
Take it to Apple, they'll fix it for free within the 4 year warranty as mentioned above. Ask them nicely to ignore the fact that you've broken it by removing key caps (and stop listening to people on youtube). They might refuse to repair it due to the physical damage though. Just be nice when showing it to them.

Once you get it fixed, take care of your keyboard. I've only seen it damaged when people use their Macbook as a plate and all the crumbs are beginning to block the keys. I'm well aware it worked on previous models and also on other sorts of keyboards (big mechanical keyboard fan here), but keeping the work environment clean works for me.
 
Thanks guys.

GrumpyCoder, I'm a cleanaholic. I hardly think it's the reason my keyboard is used a plate. I think it's more to do with my climate. I live in a desert area. Dust is part of our daily lives. Although I really think it's not just a dust issue here. I feel they're sensitive for other reasons maybe?

Having said that, I'll try to contact Apple but the thing is I'm not in the US or Europe. I also don't remember paying extra for the warranty so I'm not sure I'm covered for that. I did speak to the one place that is verified by Apple as a seller and maintenance center and they're the ones that told me it will charge me a lot.

I'll try again. I also love mechanical keyboards. I guess I could connect my wireless keyboard to it but that's gonna be a nuisance with a laptop.
 
puma1552 said:
Definitely do NOT bring it back to Apple until you manage to get the keycaps back on.
Click to expand...

I tried everything to put them back on, nothing works. I performed many surgeries to put them back... nothing looks broken and I can clearly see where something has to go into something else but no matter how much I tried that thing won't go where it's supposed to go for some weird reason. That guy on YouTube made it look sooooooo easy x(
 
Tissue Paper said:
I tried everything to put them back on, nothing works. I performed many surgeries to put them back... nothing looks broken and I can clearly see where something has to go into something else but no matter how much I tried that thing won't go where it's supposed to go for some weird reason. That guy on YouTube made it look sooooooo easy x(
Click to expand...

Scissor style keys are the worst to go and remove on your own without paying very close attention to detail. They often have plastic connection points that are extremely easy to break and once broken you'll never get them put back together. It sounds like you may have broken one of these tabs...

Honestly though, why would you even attempt to repair it based on a YouTube video? Even skipping the extended warranty that exist on the 2017 model a MBP purchased in 2018 would still be under the base 1 year warranty that all Apple computers get. You should never attempt your own repairs while you're under warranty...

Sucks as you may have turned a free repair with a full top case swap into a $700 or so damage repair as they may force you to pay for the top case out of pocket. But you've learned a valuable lesson anyway.
 
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LogicalApex said:
Scissor style keys are the worst to go and remove on your own without paying very close attention to detail. They often have plastic connection points that are extremely easy to break and once broken you'll never get them put back together. It sounds like you may have broken one of these tabs...

Honestly though, why would you even attempt to repair it based on a YouTube video? Even skipping the extended warranty that exist on the 2017 model a MBP purchased in 2018 would still be under the base 1 year warranty that all Apple computers get. You should never attempt your own repairs while you're under warranty...

Sucks as you may have turned a free repair with a full top case swap into a $700 or so damage repair as they may force you to pay for the top case out of pocket. But you've learned a valuable lesson anyway.
Click to expand...

Apple has to replace the entire bottom part of the Macbook pro to repair the keyboard, because it is riveted with dozens of rivets (talk about repairability). Even if one key fails they have to do that. It is simply impossible to replace the keys on this keyboard. I know Apple moves in mysterious ways, but where would the logic be to pay extra for a couple of popped off buttons, while they are going to replace the whole keyboard anyway?

I am not saying you are not right, but if Apple would charge extra for that it would be borderline fraud (let someone pay extra for a repair of removed keys they will never perform). I trust that Apple will repair this under the keyboard repair program without extra costs.
 
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You should double check but I'm pretty sure that Apple said that they would take them back in for repair even if key caps had been popped off.
 
AndyMacAndMic said:
Apple has to replace the entire bottom part of the Macbook pro to repair the keyboard, because it is riveted with dozens of rivets (talk about repairability). Even if one key fails they have to do that. It is simply impossible to replace the keys on this keyboard. I know Apple moves in mysterious ways, but where would the logic be to pay extra for a couple of popped off buttons, while they are going to replace the whole keyboard anyway?

I am not saying you are not right, but if Apple would charge extra for that it would be borderline fraud (let someone pay extra for a repair of removed keys they will never perform). I trust that Apple will repair this under the keyboard repair program without extra costs.
Click to expand...

I think you're misunderstanding my point. It isn't really about how repairable Apple has made the keyboard (or lack thereof), but more so that people shouldn't attempt DIY repairs on machines that are fully covered by a manufacturers warranty because they may invalidate that warranty.

Apple may replace this under their keyboard program anyway and the OP may not have any out of pocket expenses, but you should not add the risk of needing corporate good will. As Apple can require the OP to pay to repair the keyboard due to the damage they caused to it.

Apple included language to this effect in their keyboard repair program notice...

Note: If your MacBook or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair.
Click to expand...
https://www.apple.com/support/keyboard-service-program-for-macbook-and-macbook-pro/
 
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Tissue Paper said:
Thanks guys.

GrumpyCoder, I'm a cleanaholic. I hardly think it's the reason my keyboard is used a plate. I think it's more to do with my climate. I live in a desert area. Dust is part of our daily lives. Although I really think it's not just a dust issue here. I feel they're sensitive for other reasons maybe?

Having said that, I'll try to contact Apple but the thing is I'm not in the US or Europe. I also don't remember paying extra for the warranty so I'm not sure I'm covered for that. I did speak to the one place that is verified by Apple as a seller and maintenance center and they're the ones that told me it will charge me a lot.

I'll try again. I also love mechanical keyboards. I guess I could connect my wireless keyboard to it but that's gonna be a nuisance with a laptop.
Click to expand...

There have been a few of us that have that the keyboard issues within a week. Your not the first to have had one fail that has nothing to do with dust, crumbs, etc. They fail because they fail and the design is flawed.
 
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LogicalApex said:
I think you're misunderstanding my point. It isn't really about how repairable Apple has made the keyboard (or lack thereof), but more so that people shouldn't attempt DIY repairs on machines that are fully covered by a manufacturers warranty because they may invalidate that warranty.

Apple may replace this under their keyboard program anyway and the OP may not have any out of pocket expenses, but you should not add the risk of needing corporate good will. As Apple can require the OP to pay to repair the keyboard due to the damage they caused to it.

Apple included language to this effect in their keyboard repair program notice...


https://www.apple.com/support/keyboard-service-program-for-macbook-and-macbook-pro/
Click to expand...

I understand you completely. We do not disagree here :).

But look at Apples quote (the bold part):

Note: If your MacBook or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair.

In this particular case the consequence of this would be that Apple needs to repair the damaged keyboard first, before ripping it out and replacing it (probably at additional cost). The only way they could repair the damaged keyboard first is by ripping it out and replacing it :D. Maybe I have a weird sense of humor, but I can certainly see the humor in that, if it was not such a Kafkaesque scenario and not a lot of fun at all for the OP.

As said, I perfectly understand your point and there is a serious risk Apple will invalidate warranty. Hopefully Apple will show common sense and good will here because the damage does not (in there own language) 'impairs the service'.
 
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'Repair documents for Apple Authorized Service Providers seen by MacRumors suggest Apple will repair MacBook and MacBook Pro regardless of keyboard damage due to attempted keycap repair by the customer or physical top case damage unrelated to the keyboard. Liquid damage and physical keyboard damage unrelated to a keycap repair will require additional work to be paid for by the customer before a keyboard repair can be initiated.'

https://www.macrumors.com/2018/06/22/apple-macbook-pro-keyboard-repair-program/
 
netdudeuk said:
'Repair documents for Apple Authorized Service Providers seen by MacRumors suggest Apple will repair MacBook and MacBook Pro regardless of keyboard damage due to attempted keycap repair by the customer or physical top case damage unrelated to the keyboard. Liquid damage and physical keyboard damage unrelated to a keycap repair will require additional work to be paid for by the customer before a keyboard repair can be initiated.'

https://www.macrumors.com/2018/06/22/apple-macbook-pro-keyboard-repair-program/
Click to expand...

Ah! That explains a lot! I was already worried for the OP.
 
Thanks guys. I called the shop and they said to bring the disclaimer by Apple and they should be able to fix it for me. I didn't mention anything about me removing the keys myself. It's only 1 key that I attempted to remove and honestly it doesn't look tampered with. I checked it millions of times, the plastic things under it are NOT broken. It's just refusing to click into place for some weird reason. Not sure why.

Anyway, now my issue is leaving the computer there :/ They said it's 3 days for inspection in addition to extra days to repair it. I'm kind of a fussy lady when it comes to these things. I hate leaving my stuff overnight someplace.
 
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