replacement of dysfunctional 2015 Smart Keyboard

[apple_iBoy]

I just had my 2 year old Smart Keyboard (purchased along with original iPad Pro in December 2015) replaced at the Apple Store. The keyboard, over time, had been glitchy, and then suddenly was completely dysfunctional (giving "unsupported accessory" errors, lagging, skipping or repeating keystrokes). There is a known issue with some of these keyboards and Apple will replace them up to 3 years after purchase, even without AppleCare (published earlier this year here and elsewhere).

However, Apple — in all its ∞ goodwill and generosity — hasn't put this issue on its Exchange + Repair Extension website. So even now, after all these months, many support personnel don't have accurate information and will claim that this extension doesn't exist.

I just went through the wringer getting this exchange made. It started on the support chat — someone was trying to help me and was in the process of getting my info for the replacement, when they suddenly disconnected and a new support agent was in the chat. This new person had no clue, swore up and down it couldn't be done. Even her supervisor, whom I spoke with on the phone, couldn't help me. And btw, is anyone else continually amazed at how little some of the upper level support people at AppleCare seem to know about their own products? For awhile I had to convince them that I actually owned a Smart Keyboard at all, since it didn't show up under the list of connected devices on my iCloud account. Wasted about 90 minutes there.

I decided to visit the Apple Store directly. The first guy I encountered, a low-level salesperson who was quite helpful, knew what I was talking about and sent me over to another whose job seemed to be managing Genius Bar appointments. This guy swore up and down that there was no way this was going to be covered, acted like I didn't know what I was talking about, and said I'd just have to buy a new keyboard. Basically trying to talk me out of bothering one of the Geniuses. I insisted on speaking to the Genius anyway (had to ask twice, and I had to ask him to stop cutting me off and let me finish a sentence.) Well, I saw the Genius, and he immediately recognized the issue took care of the replacement for me.

Word to the wise — if you still have the Smart Keyboard box, get out your magnifying glass and snap a photo of the serial number. Apple stupidly printed the serial number on the fuzzy microfiber part of the cover, so it's probably illegible. They need that.

It's super frustrating to know you're in the right, but continually have to jump through hurdles of Apple support staff who are misinformed/ignorant of these policies. Many people would just give up (and I'm sure many have) I really blame Apple itself for cheaping out and doing a silent replacement notice that doesn't show up on the website.

If your (undamaged) keyboard is exhibiting these behaviors, don't take no for an answer.

 

[techno-Zen]

Didnt read any of that but Apple willing replaced my 2 year old keyboard also. No questions asked

 

[TinyChip]

So the “dysfunction” only applies to the 9.7” and 12.9” smart keyboards?

I have the 10.5” Apple Smart keyboard, so I think I’m gonna keep its box as proof of serial number, just in case.

 

[rkuo]

I’ve replaced my damn keyboard 3 times now. This 4th one is starting to fail too unless I wiggle the left side a bit. Pieces of junk.

 

[Wackery]

I recently had my 9.7 pro smart keyboard replaced, not entirely a hassle but things to bring

1. serial number/receipt of smart keyboard
2. show them a news article that proves there’s a problem
3. ask them to look up your seriel number in their system, once they look up the number it’ll trigger a quality control thing in their system

Mine was replaced with one that was sitting in a box in the back of the store, as if they have them stockpiled.

You can tell an ‘old’ from a ‘fixed’ keyboard by the angle of the ‘stand’ viewing mode. My old one was at like a 110 degree angle, while the replacement is a straight 90 degree angle

edit: i should mention the replacement works 100% of the time when connected now, even when the software keyboard is up, which is good. This leads me to believe there’s some software/firmware related issue with the old keyboards

 

[ttusomeone]

I recently had my 9.7 pro smart keyboard replaced, not entirely a hassle but things to bring

1. serial number/receipt of smart keyboard
2. show them a news article that proves there’s a problem
3. ask them to look up your seriel number in their system, once they look up the number it’ll trigger a quality control thing in their system

Mine was replaced with one that was sitting in a box in the back of the store, as if they have them stockpiled.

You can tell an ‘old’ from a ‘fixed’ keybord by the angle of the ‘stand’ mose. My old one was at like a 110 degree angle, while the replacement is a straight 90 degree angle

edit: i should mention the replacement works 100% of the time when connected now, even when the software keyboard is up, which is good. This leads me to believe there’s some software/firmware related issue with the old keyboards

I'm having these same issues with mine. I take it by your response that I need to go into the Apple Store versus spending time on online help first.

 

[Wackery]

I'm having these same issues with mine. I take it by your response that I need to go into the Apple Store versus spending time on online help first.

I would speak with apple support in the app first, since they can book you an appointment at the apple store. Mailing the replacement keyboard is also an option. Don’t let them tell you otherwise if your keyboard falls within the period of Smart Keyboards that are known to have problems. You can also reference “Quality Program (E1)” which is what they put in my documentation

 

[ttusomeone]

I would speak with apple support in the app first, since they can book you an appointment at the apple store. Mailing the replacement keyboard is also an option. Don’t let them tell you otherwise if your keyboard falls within the period of Smart Keyboards that are known to have problems. You can also reference “Quality Program (E1)” which is what they put in my documentation

Thanks for the additional info. I've got an appointment for this weekend.