MBA 2018 - sticking keys and repair turnaround

[NRubino]

So I was having an issue with my "A" doing double presses and so I tried to pop off the key and upon re-installing it the travel is not nearly what it was before, and none of the posts in the butterfly mechanism seem to be broken in any way.

I have set up an appointment at the Genius bar since they have a repair program in place, wondering what the turn around time on this would be from anyone who has got this done before, and what exactly do they do ?

 

[Mainsail]

I would have them replace the entire KB under the replacement program. They will replace with 2019 KB which is better than the 2018 version.

Apple is shooting for next day turn around. YMMV.

 

[NRubino]

I would have them replace the entire KB under the replacement program. They will replace with 2019 KB which is better than the 2018 version.

Apple is shooting for next day turn around. YMMV.

Okay, I didn't know how it worked, if they designate the repairs or I can say I want the keyboard replaced.

YMMV?

 

[Mainsail]

Well, I haven't had the problem with my 2019 MBA, so not sure. But, I would go in with the request to replace the KB and see what they say. I would be honest about it and say; "Look, I am having problems with this keyboard. I understand there is a replacement program and the 2019 version is better. Please replace with the latest version, so I don't have to keep coming back. Downtime is expensive."

BTW - if you had an older MB or MBP, they would not be able to replace with the 2019 version of the KB. As I understand it, only 2018 and later MBA/MBP are compatible with the 2019 KB. Not sure why.

 

[NRubino]

Well, I haven't had the problem with my 2019 MBA, so not sure. But, I would go in with the request to replace the KB and see what they say. I would be honest about it and say; "Look, I am having problems with this keyboard. I understand there is a replacement program and the 2019 version is better. Please replace with the latest version, so I don't have to keep coming back. Downtime is expensive."

BTW - if you had an older MB or MBP, they would not be able to replace with the 2019 version of the KB. As I understand it, only 2018 and later MBA/MBP are compatible with the 2019 KB. Not sure why.

Okay - I have my appointment scheduled for tomorrow, I will let you know how it goes thanks for your help

 

[ptimickey59]

hello!

Any news for us?

 

[NRubino]

hello!

Any news for us?

Yes I met with Apple on Friday and they gave the repair the green light, however the part wass not in stock so they had to order it. I got a call Saturday saying the part was in so I will drop it off either tomorrow or Tuesday for repair !

 

[Mainsail]

Yes I met with Apple on Friday and they gave the repair the green light, however the part wass not in stock so they had to order it. I got a call Saturday saying the part was in so I will drop it off either tomorrow or Tuesday for repair !

You should get the 2019 KB as replacement, which is suppose to be more reliable. Hopefully, Apple will give you next day turn around after you drop it off. Best of luck.

 

[NRubino]

You should get the 2019 KB as replacement, which is suppose to be more reliable. Hopefully, Apple will give you next day turn around after you drop it off. Best of luck.

Yeah lets hope, they did say, although annoying, if it continues they replace it as much as needed, which is good peace of mind regardless of what keyboard I end up with .

 

[lambertjohn]

You should get the 2019 KB as replacement, which is suppose to be more reliable. Hopefully, Apple will give you next day turn around after you drop it off. Best of luck.

I don't think the 2019 keyboard is more reliable. It just uses a different kind of membrane under the keys than the 2018 Air, thus making it a tad bit quieter. I think that was the goal, to make it quieter. Both the 2018 and 2019 Air have a membrane under the keys, by the way.

 

[Mainsail]

I don't think the 2019 keyboard is more reliable. It just uses a different kind of membrane under the keys than the 2018 Air, thus making it a tad bit quieter. I think that was the goal, to make it quieter. Both the 2018 and 2019 Air have a membrane under the keys, by the way.

The 2019 KB uses a different dome switch which is made from a more durable material. I think that the new switch is made from a heat treated material.

Also, the 2019 KB has a different membrane that, in theory, reduces the chance dust will accumulate under the keys. Per Appleinsider: "In speaking to material scientists, and other hardware engineers, we suspect that the tackiness of the silicone in the 2018 keyboard may cause debris to stick in place, similar to how pocket lint adheres to the outside of an iPhone case made out of similar material. By switching to nylon, which does have a higher propensity for static, dust may not stick in-place as easily as before."

So, there were a couple of changes that should improve reliability. Clearly, you do not hear about as many failures of the 2019 KB, so it seems to be a step in the right direction. Many tech sites agree.

 

[NRubino]

So according to the Genius Bar - just got my MacBook back - they replace it with the same keyboard, and will continue to if a problem persists for 4 years since purchase date. So I dropped it off Friday 12/13 around noon and got a call this morning around 9:30am. So, a little less than 2 day turnaround.

The KB does feel a bit different but could be just because it is new, although, as stated above the minor changes seem to have made it quieter which leads me to believe it may be the 2019 KB.

Either way a pretty painless experience.

 

[Mainsail]

So according to the Genius Bar - just got my MacBook back - they replace it with the same keyboard, and will continue to if a problem persists for 4 years since purchase date. So I dropped it off Friday 12/13 around noon and got a call this morning around 9:30am. So, a little less than 2 day turnaround.

The KB does feel a bit different but could be just because it is new, although, as stated above the minor changes seem to have made it quieter which leads me to believe it may be the 2019 KB.

Either way a pretty painless experience.

Thanks for sharing. It seems like a pretty quick turnaround given the holiday season.

Under the repair program, I thought Apple was replacing the 2018 KB with the new 2019 KB, so I wonder if there is a misunderstanding with the person at the Genius Bar.

 

[NRubino]

Thanks for sharing. It seems like a pretty quick turnaround given the holiday season.

Under the repair program, I thought Apple was replacing the 2018 KB with the new 2019 KB, so I wonder if there is a misunderstanding with the person at the Genius Bar.

It certainly would make sense, the feel of the keyboard is pretty different, quieter and much less "clacky" if that makes sense. So Im assuming the gentleman I met with was just a little uninformed.

 

[hipnetic]

Interesting to hear that the 2018 keyboard is considered noisy and that they quieted it down further on the 2019 version. I bought my wife a 2018 Air last year (she's recently complained about a couple of sticky keys, but I just played with it for a few mins and wasn't able to reproduce), but as far as clackiness is concerned, even the 2018 was already a night and day difference compared to my company-supplied 2016 MBP 15. The keyboard on that is annoyingly clacky, to the point that it really annoys my wife when I'm using it near her. It's also got a sticky "E" key that I need to get fixed at some point.

Anyway, can someone elaborate on the keyboard replacement policy for the 2018 Air? If it's past the 1-year warranty and sold to another person, do they continue to cover it?

 

[NRubino]

Interesting to hear that the 2018 keyboard is considered noisy and that they quieted it down further on the 2019 version. I bought my wife a 2018 Air last year (she's recently complained about a couple of sticky keys, but I just played with it for a few mins and wasn't able to reproduce), but as far as clackiness is concerned, even the 2018 was already a night and day difference compared to my company-supplied 2016 MBP 15. The keyboard on that is annoyingly clacky, to the point that it really annoys my wife when I'm using it near her. It's also got a sticky "E" key that I need to get fixed at some point.

Anyway, can someone elaborate on the keyboard replacement policy for the 2018 Air? If it's past the 1-year warranty and sold to another person, do they continue to cover it?

Mine was over a year old and considered "out of warranty" however due to Apples replacement program all costs are covered. It goes by serial number and therefore shouldn't matter if the machine has changed hands.

 

[AustinIllini]

The 2019 KB uses a different dome switch which is made from a more durable material. I think that the new switch is made from a heat treated material.

Also, the 2019 KB has a different membrane that, in theory, reduces the chance dust will accumulate under the keys. Per Appleinsider: "In speaking to material scientists, and other hardware engineers, we suspect that the tackiness of the silicone in the 2018 keyboard may cause debris to stick in place, similar to how pocket lint adheres to the outside of an iPhone case made out of similar material. By switching to nylon, which does have a higher propensity for static, dust may not stick in-place as easily as before."

So, there were a couple of changes that should improve reliability. Clearly, you do not hear about as many failures of the 2019 KB, so it seems to be a step in the right direction. Many tech sites agree.

I was going to say, there don't seem to be many complaints on the 2019 models. Some tech folks have suggested they may have actually fixed the problem.

 

[roncron]

Just dropped off my 2018 MBA at the Genius Bar for a keyboard replacement for the sticky keysssssss issue. Due to the holidays, the turnaround time has increased to 3-5 business days.

I asked the guy at the Genius Bar if I’d get the keyboard used in the 2019 MBA, he said no, I’d get the 2018 one.

Some of you surely know this, but just in case a few don’t:

When you get the keyboard replaced, you also get a new battery and trackpad, because all of these things are attached to each other.

I never had problems with the battery, but I’ve owned my MBA for 14 months and the battery capacity has surely decreased 5% or so in that time. So it’ll be nice getting a new battery.

Regarding the noisiness of the keyboard:

My 2018 MBA keyboard (3rd gen butterfly) is way quieter than the 2nd gen butterfly keyboard on the 2016 MBP I use at work. That one is super clacky. I haven’t compared the 2018 and 2019 MBA keyboards side by side; if the 2019 keyboard is quieter, that’s great. But the 2018 keyboard to me is plenty quiet.

In any case, if the 2020 MBA has a scissor keyboard like the 2019 16” MBP, I’m buying one. If it doesn’t, I’ll keep waiting.

 

[Mainsail]

Just dropped off my 2018 MBA at the Genius Bar for a keyboard replacement for the sticky keysssssss issue. Due to the holidays, the turnaround time has increased to 3-5 business days.

I asked the guy at the Genius Bar if I’d get the keyboard used in the 2019 MBA, he said no, I’d get the 2018 one.

Some of you surely know this, but just in case a few don’t:

When you get the keyboard replaced, you also get a new battery and trackpad, because all of these things are attached to each other.

I never had problems with the battery, but I’ve owned my MBA for 14 months and the battery capacity has surely decreased 5% or so in that time. So it’ll be nice getting a new battery.

Regarding the noisiness of the keyboard:

My 2018 MBA keyboard (3rd gen butterfly) is way quieter than the 2nd gen butterfly keyboard on the 2016 MBP I use at work. That one is super clacky. I haven’t compared the 2018 and 2019 MBA keyboards side by side; if the 2019 keyboard is quieter, that’s great. But the 2018 keyboard to me is plenty quiet.

In any case, if the 2020 MBA has a scissor keyboard like the 2019 16” MBP, I’m buying one. If it doesn’t, I’ll keep waiting.

This is a bit disappointing. I thought they were replacing the 2018 keyboards with the 2019 keyboard under the replacement program. If it isn’t too late, I would request the 2019 KB and be a little incessant. My understanding is that they are compatible. Of course, I can not be sure about it, but I would press the issue and see if they give in.

 

[roncron]

This is a bit disappointing. I thought they were replacing the 2018 keyboards with the 2019 keyboard under the replacement program. If it isn’t too late, I would request the 2019 KB and be a little incessant. My understanding is that they are compatible. Of course, I can not be sure about it, but I would press the issue and see if they give in.

You were right. I picked up my 2018 MB Air at the Apple store today and they said they definitely put the 2019 keyboard in it. They said that is the intention of the program, to replace any defective butterfly keyboard with the current generation one.

Since getting it home, I've typed a couple pages worth of text. No errors - which of course I was expecting. What's interesting is that the keyboard seems slightly more comfortable and also quieter than the previous keyboard (which I already thought was much quieter than the 2016 vintage butterfly keyboard).

Now, this might be placebo - I can't compare them side by side. But I've had my 2018 MB Air for over a year and used it heavily, and I feel like I know what it feels & sounds like. And the new keyboard really feels & sounds better to me.

The process was painless for me (except for making the 1-hour drive to my local Apple store two times this week). I made an appointment at the Genius Bar, told them about my intermittently repeating keys, they ran some diagnostics which revealed no other problems, approved the keyboard replacement, and a couple days later the repair was done. Also, I backed up my hard drive but all of my data was intact upon picking up the computer earlier today.

I encourage anyone with any Macbook that qualifies for the program to take advantage of the opportunity to get a current generation butterfly keyboard plus new battery & trackpad at no cost to you, other than the inconvenience of making two trips to your nearest Apple store.

 

[lambertjohn]

I encourage anyone with any Macbook that qualifies for the program to take advantage of the opportunity to get a current generation butterfly keyboard plus new battery & trackpad at no cost to you, other than the inconvenience of making two trips to your nearest Apple store.

Can only do this if your current keyboard is defective, FYI. Probably need to mention that or folks will think they can just walk into an Apple store and demand an updated keyboard for no reason at all.

 

[Mainsail]

Earlier this year, I spoke to a local independent certified Apple repair person. He said that they perform KB replacements no questions asked. I can not validate it. But, my guess is that Apple is more judicious about repairs and does some diagnostics to validate the problem. Independents might not want to waste time and money with the same level of scrutiny, since their compensation/reimbursement is probably the same either way.

This is purely anecdotal, so YMMV.

 

[BobbyC777]

I just joined. I was looking to see if the battery for my MBA (Retina, 2018) was replaced as part of the Keyboard Replacement Program as mine has diminished from about 12 hours to 6 hours in 18 months. I was glad to hear that it appears that is the case. I only have one gripe in addition to keyboard and battery. My trackpad is super sensitive and often when I type the letter "y" my thumb pad's minor contact with the trackpad causes subsequent input to jump to a new screen position. No way my contact with the trackpad is close to a 'click'. Anyhow, glad to have found this site! It would be nice if Apple provided loaners while our units were bing repaired.