MacBook Pro 15” 2019 Keyboard issues

[OSX15]

I used to think that the keyboard revision on the 2019 15” was pretty much problem free, but after 16 months of owning the device I encounter regular issues like sticky enter and spacebar keys. Double E’s and some other random keys that get stuck from time to time.

i bought AppleCare+ with the device, and i am looking for people who had similar experiences. Also, it seems that the heat (generated by sustained workloads) seem to cause even more trouble for the keyboard. these issues are intermittent and that’s the difficult part; if I’m at the Genius Bar I am not sure to which extend they will fail at that particular moment, since smashing hard on the stuck keys gets them to work for some time.

I do never eat near my MacBook and never used it outside. I am meticulous with taking care of my devices and I clean them often, both with a microfiber cloth and compressed air. I would like them to replace the whole topcase for peace of mind, but I don’t know what their policy says About this. Any advice is appreciated

 

[teksurv]

Since you have AppleCare+ you have the option of requesting to ship it in for the issue vs. going to a store. I did this with my 2018 and the repair was conducted without question, top case replaced. I can't speak to heat, but as this is a well known concern they likely will take care of this swiftly.

 

[QT Performa]

It has been my experience - with hundreds if not thousands of MacBook / MacBook Pro repairs - the vast majority of "sticky key" problems are caused by the user. In your case I would say it is caused by you via compressed air and microfiber cloth.

Apple Authorized Technicians have a training they must pass in the proper way to clean a keyboard and you do not. Just blasting air in the keyboard willy-nilly is practically guaranteed to break it, or cause problems.

I am suspicious as to how your keyboard needs cleaning if you never eat anywhere near it. I had clients that could use MacBooks/MacBook Pros for years and never needing to clean the keyboards, and never having a problem.

Even so, unless there is apparent physical damage to the keyboard (keys loose, keys missing) Apple is probably not going to say anything. I cannot guarantee they will be so charitable the second time around, should you need yet another keyboard repair under AppleCare.

 

[ght56]

Given how the keyboard on your system is notorious for failures (although less so than the earlier butterfly models), I think if you request they replace it that they probably will provided they can reproduce the issue. I would also try to get footage of the 'failure' as well for documentation purposes.

 

[OSX15]

Since you have AppleCare+ you have the option of requesting to ship it in for the issue vs. going to a store. I did this with my 2018 and the repair was conducted without question, top case replaced. I can't speak to heat, but as this is a well known concern they likely will take care of this swiftly.

Unfortunately, this is not available in Europe, at least not in my country.

It has been my experience - with hundreds if not thousands of MacBook / MacBook Pro repairs - the vast majority of "sticky key" problems are caused by the user. In your case I would say it is caused by you via compressed air and microfiber cloth.

Apple Authorized Technicians have a training they must pass in the proper way to clean a keyboard and you do not. Just blasting air in the keyboard willy-nilly is practically guaranteed to break it, or cause problems.

I am suspicious as to how your keyboard needs cleaning if you never eat anywhere near it. I had clients that could use MacBooks/MacBook Pros for years and never needing to clean the keyboards, and never having a problem.

Even so, unless there is apparent physical damage to the keyboard (keys loose, keys missing) Apple is probably not going to say anything. I cannot guarantee they will be so charitable the second time around, should you need yet another keyboard repair under AppleCare.

Normally, I would be inclined to agree with you. I have had every MacBook Pro 15” model since 2013 and never had issues, not even with the first generations of the butterfly keyboard. If you say I can break it with air and a cloth I am pretty sure I am not the one to blame. They should have designed it more robust.

Given how the keyboard on your system is notorious for failures (although less so than the earlier butterfly models), I think if you request they replace it that they probably will provided they can reproduce the issue. I would also try to get footage of the 'failure' as well for documentation purposes.

That’s my biggest concern, it wouldn’t be the first time they weren’t able to reproduce the issue and I had to go back after a couple of months only to lose it for two weeks repair. I remain slightly optimistic though. I just dropped it off at the Apple store and they said they will call me today and tell me if they are going to repair it or not..

 

[OSX15]

Today I received back my repaired Macbook Pro 2019 15".
They replaced the top-case and according to the new battery it's from November 2020.

The typing experience is very different, it is more stiff, almost feels like a 2018 top-case (I had the 2018 15" as well).
It might just be new, maybe they are using slighthly older or newer keyboard revisions, but I guess that is not likely. Anyway, I am glad with it. Luckily they were able to reproduce enter key and spacebar issues.

Also my touchID button used to whobble a lot, upon inspection they made sure it was seated correctly, and it is now working much better. If anyone else faces (intermittent) issues with the keyboard on these machines, I would say it is certaintly a good idea to make use of the Keyboard Replacement Program Apple has.