Out of warranty - keyboard/touchbar issue

[Exposed]

Hi

Well my fault I guess but my warranty on 2018 MBP expired in July and the keyboard issue is irritating me a lot now where keys repeat or don't respond first time and I also have a Touch Bar with flashing white box (see attached)

Now the issue is I use this for work and cannot be left without it. I am yet to visit in store yet, what would be my options be now, legally (from UK)? Could I request a new replacement or temporary one?

Thanks

 

[poorcody]

Keyboard is warranted for 4 years by Apple so you should be in good shape there for a free replacement. They replace the whole top case, which I believe means you would get a new Touchbar as well. So you might be lucky in that respect.

I know here in the U.S. they are trying to stock the keyboards in stores so they can be swapped out quickly. Probably true in UK as well. I suggest you call or stop by an Apple Store if you have one close by and ask.

 

[Honza1]

The best choice - walk in Apple store and talk to them. They will replace keyboard for free - and since this whole top case, most likely with the TB also. How fast, only Apple store will be able to tell.
In my case I dropped my MBP (in the US) to store on Thursday evening (8pm) and it was ready on Monday before noon (got e-mail before 11am). Picked it up in the evening.

 

[Exposed]

Thanks guys, I never had issues with my 2012 MBP for 4y+ then I sold it for this 2018. So never been in apple store for repairs, do you guys reformat before handing it for repair or setup a guest user/give them your main acc access?

 

[posguy99]

Thanks guys, I never had issues with my 2012 MBP for 4y+ then I sold it for this 2018. So never been in apple store for repairs, do you guys reformat before handing it for repair or setup a guest user/give them your main acc access?

Assume that you will get the laptop back blank. That means make sure your backup is current.

Now do what you need to do to secure your data.

That was easy.

 

[Exposed]

Assume that you will get the laptop back blank. That means make sure your backup is current.

Now do what you need to do to secure your data.

That was easy.

Yup will reformat before hand I take frequent backups already

 

[cynics]

Make an appoint with Apple prior to going....

 

[Exposed]

Call first and make an appointment. Use secure erase, if not you'd be better of just leaving FileVault on.

Thanks. I made a complaint which was escalated and I'm getting a call back on Monday, I'm trying my luck getting complete new replacement due to "multiple issues", if not then I will just book and wait...do have a old windows laptop I can use temp so not end of the world but yeah.

The keyboard issue got worse recently and didn't know this was known issue whilst in warranty, I had it the odd few times before thought it was just dust stuck in, now I got both repetitive keys and keys not responding like cmd+tab have to press few times

 

[chabig]

Use secure erase

That’s not necessary, nor is it an option for SSDs in 2018 T2 machines. All of the data is encrypted, and reformatting it removes the key. Here are Apple’s instructions for erasing the drive...

https://support.apple.com/en-us/HT208496

 

[cynics]

Thanks. I made a complaint which was escalated and I'm getting a call back on Monday, I'm trying my luck getting complete new replacement due to "multiple issues", if not then I will just book and wait...do have a old windows laptop I can use temp so not end of the world but yeah.

The keyboard issue got worse recently and didn't know this was known issue whilst in warranty, I had it the odd few times before thought it was just dust stuck in, now I got both repetitive keys and keys not responding like cmd+tab have to press few times

Ignore my secure erase comment, @chabig pointed out my antiquated way of thinking.

Since I use my 2018 13" MBP in a relatively dirty environment (vehicles) I use one of these.

https://www.amazon.com/gp/product/B01N75EWO2/ref=ppx_yo_dt_b_asin_title_o03_s00?ie=UTF8&psc=1

Seems silly I know but regardless of how well the keyboard handled dirt and debris I still don't want it getting down in there. Its not like my old thinkpads that I can put it out and clean it really well.
[doublepost=1567914002][/doublepost]

That’s not necessary, nor is it an option for SSDs in 2018 T2 machines. All of the data is encrypted, and reformatting it removes the key. Here are Apple’s instructions for erasing the drive...

https://support.apple.com/en-us/HT208496

That is correct. Thank you for pointing that out.

 

[golftime]

I have a 2018 MBP which has had intermittent issues with sticking keys or keys which fail to depress fully since shortly after I bought it. My solution has been to keep a can of compressed air nearby and use it liberally. It is a real pain. However as I type this today, all the keys are working fine. For how long I don't know. Can anyone tell me if Apple will swap out my keyboard given my complaint, even if there are no problems present when I take it in?

 

[Exposed]

I have a 2018 MBP which has had intermittent issues with sticking keys or keys which fail to depress fully since shortly after I bought it. My solution has been to keep a can of compressed air nearby and use it liberally. It is a real pain. However as I type this today, all the keys are working fine. For how long I don't know. Can anyone tell me if Apple will swap out my keyboard given my complaint, even if there are no problems present when I take it in?

check here
https://support.apple.com/keyboard-service-program-for-mac-notebooks

you'll probably need to demonstrate issue in store so just wait until it comes back, you have another ~3 yrs to have it fixed if your model is listed on there

 

[Fishrrman]

OP:

Back up your data BEFORE you take it in to Apple. I recommend downloading CarbonCopyCloner (FREE to download and user for 30 days), and create a cloned backup. Then...

Take it to a brick-n-mortar APPLE STORE (not a 3rd-party service provider).
Show them the problem. They will almost certainly take it then and there.
The repair consists of an entirely new topcase, including keyboard, case, and I believe the battery too.
Might take several days to get done, BUT IT WILL BE WORTH THE TROUBLE.

Have you taken it in yet?
If not, why not?

 

[Exposed]

OP:

Back up your data BEFORE you take it in to Apple. I recommend downloading CarbonCopyCloner (FREE to download and user for 30 days), and create a cloned backup. Then...

Take it to a brick-n-mortar APPLE STORE (not a 3rd-party service provider).
Show them the problem. They will almost certainly take it then and there.
The repair consists of an entirely new topcase, including keyboard, case, and I believe the battery too.
Might take several days to get done, BUT IT WILL BE WORTH THE TROUBLE.

Have you taken it in yet?
If not, why not?

I booked in for next week when I borrow a friends laptop (since I work from home), I already take weekly time machine backups but never tried restoring so will do that this week as well to test it out. I called and was told it will take 2-3 days maybe, didn't sound convincing to be honest but who knows.

 

[Exposed]

So to update, tldr bad experience

Was attended to 20-30mins later than my Genius Bar reservation, took like 30mins doing diagnostics crap, launched the os and started pressing keys and found no issues except 1-2 keys and he replaced the key caps and cleaned the keyboard And of course no white box on toucbar when he did his thing


Came home, logged in and the white box on Touch Bar is back...now do i have to wait for this to be filled with dust again and keys **** up again to have my Touch Bar fixed and maybe actually get keyboard replaced?

 

[GoldfishRT]

So to update, tldr bad experience

I mean, they replaced the things they found faulty. It taking a bit longer sucks. Not sure if that qualifies as a bad experience though. If you wanted something, you should have asked for it - had it sent in for depot repair or further diagnostics.

 

[Exposed]

I mean, they replaced the things they found faulty. It taking a bit longer sucks. Not sure if that qualifies as a bad experience though. If you wanted something, you should have asked for it - had it sent in for depot repair or further diagnostics.

yes cause pressing each key 1 by 1 in a unrealistic manner is great test and he refused to do so

spent 45mins waiting/diagnostics even though I said I don’t have any issues besides keyboard/touchbar and he spent 5mins pressing keys, great experience

 

[PROFESS0R]

Call AppleCare, have them mail you a shipping box, mail them your computer, and they will do the work... or at least they did for me.... no questions asked. New topcase and battery.

yes cause pressing each key 1 by 1 in a unrealistic manner is great test and he refused to do so

spent 45mins waiting/diagnostics even though I said I don’t have any issues besides keyboard/touchbar and he spent 5mins pressing keys, great experience

 

[Exposed]

Call AppleCare, have them mail you a shipping box, mail them your computer, and they will do the work... or at least they did for me.... no questions asked. New topcase and battery.

They don't do that here, unlike rest of EU with 2yrs we only get 1 yr warranty....the touchbar replacement is gonna be quoted at over £500....what a ****ing joke

 

[Exposed]

Ok change of events, I contested and under uk consumer law they will replace the touchbar and so new keyboard and battery/cover too. In the end eventually they made good.

it was quoted at just over £400 +vat