How *exactly* is Apple fixing MacBook Pro keyboards?

Discussion in 'MacBook Pro' started by NJRonbo, Jul 1, 2019.

  1. NJRonbo macrumors 68020

    Joined:
    Jan 10, 2007
    #1
    Hello all!

    I have a 2018 MacBook Pro with Touch Bar.

    Having issues with the keyboard. No surprise. I had it with my 2017 MBP, ever since the new butterfly keyboard was introduced.

    The problem I am having is duplicating presses when I hit the "e" key.

    I have been able to get it somewhat under control with the add-on of a program called Unshakey.

    So here is my question...

    My nearest Apple store is a bit of a trek. It would be a pain to make two round-trips to the store to drop-off and pick up my MacBook Pro for repair.

    Is Apple just fixing the current keyboard that you own, or, are they replacing the entire keyboard with the newest design introduced in this year's 2019 models?

    If it is the latter, it would probably be worth me making the trek.

    However, if all Apple is doing is attempting to fix the current keyboard on 2018 models then perhaps I should just live with the problem and let the Unshaky software do its job.

    Your thoughts?
     
  2. Webster's Mac macrumors regular

    Joined:
    Dec 18, 2016
    #2
    The 2018 MacBook Pro will get the 2019 top case. The entire part is replaced (keyboard, battery, trackpad, speakers). They do not fix individual keys.
     
  3. NJRonbo thread starter macrumors 68020

    Joined:
    Jan 10, 2007
    #3
    Looks like it will be worth the trip to the Apple Store after all. To get a new keyboard would be worth the effort.
     
  4. Gara_kons macrumors newbie

    Gara_kons

    Joined:
    Jun 12, 2018
    #4
    I recently got my 2017 MacBook Pro 13 TB to an apple store for a faulty keyboard and they changed the entire top case free of charge but when I asked, they said that they don't have the new keyboard mechanisms so they said that the top case is the same with a 2017 version. My location is in the UK.
     
  5. vaugha macrumors 6502

    Joined:
    Nov 3, 2011
    #5
    Is the logic board replaced too? Do they give you a new logic board w/ a fresh ssd, ram w/ a bare macos on it?
     
  6. Hazmat401 macrumors regular

    Hazmat401

    Joined:
    Dec 29, 2017
    Location:
    Delaware County, Pa
    #6
    Though it is news (good) for me as well that they are upgrading 2018 keyboards to 2019s. When I eventually buy my base 15 inch... I won’t feel bad about grabbing a leftover 2018 for cheap

    They do not replace the logic board...but they do replace the batteries because of the adhesives... so that’s a plus
     
  7. Webster's Mac macrumors regular

    Joined:
    Dec 18, 2016
    #7
    Just the topcase/battery. Logic board isn't Replaced unless it fails diagnostics
     
  8. Khaleal macrumors regular

    Joined:
    Aug 24, 2013
    #8
    They generally replace the whole top case (including keyboard, battery, speakers). I called an AASP to ask about this a week ago, and their answer was that Apple never mentioned that they should replace 2018 keyboard with 2019 ones, so they're using 2018 ones.
     
  9. NJRonbo thread starter macrumors 68020

    Joined:
    Jan 10, 2007
    #9
    Woah! So they are replacing faulty 2018 keyboards with more 2018 keyboards?
     
  10. Khaleal macrumors regular

    Joined:
    Aug 24, 2013
    #10
    According to that AASP: yes they are.
     
  11. SBruv macrumors 6502a

    Joined:
    Sep 25, 2008
    #11
    That AASP was wrong.
     
  12. c0LdFire macrumors regular

    Joined:
    Jul 10, 2013
    #12
    Maybe not. There's no saying that Apple, and, most certainly AASPs, will continue to deplete their stock of 2018 top cases before they use 2019s.
     
  13. buran-energia macrumors regular

    Joined:
    Oct 9, 2017
    #13
    They might replace the logic board with some "luck". In my case, Touch ID stopped working after they replaced the top case for a broken key. The only way to fix that problem was to replace the logic board, which has SSD, memory, CPU, everything.
     
  14. Webster's Mac macrumors regular

    Joined:
    Dec 18, 2016
    #14
    I thought there was a way to pair the Touch ID sensor with the logic board...though only Apple has those tools
     
  15. buran-energia macrumors regular

    Joined:
    Oct 9, 2017
    #15
    I think it was a rare problem, as there is a limited number of posts about this problem on the internet that happened after a top case replacement. It was also fixed by AASP, so they don't have those tools.
     
  16. Webster's Mac macrumors regular

    Joined:
    Dec 18, 2016
    #16
    The 2017 model does not get a newer topcase. The 2018 model gets the 2019 topcase. The 2016 model was similar. It got upgraded to the 2017 model topcase.
     
  17. OSX15 macrumors member

    OSX15

    Joined:
    Jun 2, 2014
    Location:
    Cyberspace
    #17
    Had a talk with an Apple store manager today in Amsterdam. He told me that they do NOT replace faulty 2018 models with the new 2019 top case. He said in whole Europe they replace only with the same part. If he is indeed right, that’s just bad :/
     
  18. 11fajado macrumors newbie

    Joined:
    Jul 24, 2014
    #18
    Hey,

    I just dropped off my 2018 tbMBP for repair.

    I neglected to ask whether I would be getting a 2019 gen-4 keyboard replacement as opposed to a 2018 gen-3 replacement.

    My email from Apple with my work authorisation says that the item number for my top case replacement is 661-13160. Does this item number correspond with the new 2019 gen-4 keyboards?

    I am located in Australia if that helps.
     
  19. Donnation macrumors demi-god

    Donnation

    Joined:
    Nov 2, 2014
    #19
    The only negative I see is that the trackpad seems so much louder to me with the new keyboard. I'm not a fan of the clunking sound it makes.
     
  20. maflynn Moderator

    maflynn

    Staff Member

    Joined:
    May 3, 2009
    Location:
    Boston
    #20
    nothing unusual with that, as that's been Apple's M.O. for years. Replace a failed (but flawed) component with the same flawed (but not failed) component. Sadly.
     
  21. Martin29 macrumors 6502

    Martin29

    Joined:
    Nov 25, 2010
    Location:
    Quimper, France
    #21
    I have the same problem with the 'n' key registering multiple 'hits' each time I use it. The Unshaky app more or less controls the problem, but at some point I have to get it sorted properly.

    The problem for me is that I need my Mac. And the Apple Store is 150 miles away. Can anyone tell me how long the repair takes? I don't want to be stuck without my machine, and I really need to try and program to a time when it is least inconvenient.

    Mine is a 2016 TB model, so it sounds as though I'll get a straight replacement, despite that meaning the problem will almost certainly recur in the future.. Can't be a good policy on the part of Apple.
     
  22. maflynn Moderator

    maflynn

    Staff Member

    Joined:
    May 3, 2009
    Location:
    Boston
    #22
    Apple has reported to streamline the repair process, but it still may take days or even works depending on how busy the geniuses are. Sorry that I don't have anything more specific.
     
  23. Fishrrman macrumors P6

    Fishrrman

    Joined:
    Feb 20, 2009
    #23
    maflynn wrote:
    "Apple has reported to streamline the repair process, but it still may take days or even works depending on how busy the geniuses are. Sorry that I don't have anything more specific."

    I'll take a wild guess that the reason for the "slow repair turnaround" is that the repair depots are swamped with returns...!
     
  24. javisan, Jul 10, 2019
    Last edited: Jul 10, 2019

    javisan macrumors regular

    Joined:
    Dec 4, 2006
    Location:
    Chicago, IL
    #24
    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. How can I go about having apple replacing my keyboard under the Keyboard Service Program?

    Thanks!
     
  25. Khaleal macrumors regular

    Joined:
    Aug 24, 2013
    #25
    Just tell them that you have random duplicate keys. They can’t replicate the issue since it’s “random” and thus can’t deny service
     

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26 July 1, 2019