Become a MacRumors Supporter for $25/year with no ads, private forums, and more!

How *exactly* is Apple fixing MacBook Pro keyboards?

NJRonbo

macrumors 68030
Original poster
Jan 10, 2007
2,545
494
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?
 

Webster's Mac

macrumors 6502
Dec 18, 2016
277
204
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?
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.
 
Comment

NJRonbo

macrumors 68030
Original poster
Jan 10, 2007
2,545
494
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.

Looks like it will be worth the trip to the Apple Store after all. To get a new keyboard would be worth the effort.
 
Comment

Gara_kons

macrumors member
Jun 12, 2018
46
6
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.
 
Comment

vaugha

macrumors 6502a
Nov 3, 2011
600
196
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.

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?
 
Comment

Hazmat401

macrumors 6502
Dec 29, 2017
298
614
Delaware County, Pa
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?

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
 
Comment

Khaleal

macrumors regular
Aug 24, 2013
185
75
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.
 
Comment

NJRonbo

macrumors 68030
Original poster
Jan 10, 2007
2,545
494
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.

Woah! So they are replacing faulty 2018 keyboards with more 2018 keyboards?
 
Comment

buran-energia

macrumors 6502
Oct 9, 2017
283
103
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?

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.
 
Comment

Webster's Mac

macrumors 6502
Dec 18, 2016
277
204
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.
I thought there was a way to pair the Touch ID sensor with the logic board...though only Apple has those tools
 
Comment

buran-energia

macrumors 6502
Oct 9, 2017
283
103
I thought there was a way to pair the Touch ID sensor with the logic board...though only Apple has those tools

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.
 
Comment

Webster's Mac

macrumors 6502
Dec 18, 2016
277
204
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.
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.
 
Comment

OSX15

macrumors regular
Jun 2, 2014
108
35
Cyberspace
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 :/
 
Comment

11fajado

macrumors newbie
Jul 24, 2014
11
2
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.
 
Comment

Donnation

Suspended
Nov 2, 2014
1,686
2,065
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.
 
Comment

maflynn

Moderator
Staff member
May 3, 2009
67,150
34,275
Boston
Woah! So they are replacing faulty 2018 keyboards with more 2018 keyboards?
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.
 
Comment

Martin29

macrumors 6502
Nov 25, 2010
282
25
Quimper, France
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.
 
Comment

maflynn

Moderator
Staff member
May 3, 2009
67,150
34,275
Boston
Can anyone tell me how long the repair takes?
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.
 
Comment

Fishrrman

macrumors Core
Feb 20, 2009
20,422
7,244
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...!
 
Comment

javisan

macrumors 6502
Dec 4, 2006
391
370
Chicago, IL
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!
 
Last edited:
Comment

Khaleal

macrumors regular
Aug 24, 2013
185
75
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!
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
 
Comment
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.