Some 2016 MacBook Pro Owners Experiencing Keyboard Problems

[jianwu]

Apple's latest line of notebooks introduced an entirely revamped keyboard featuring flatter keys built using a second-generation butterfly mechanism, designed to optimize for stability while also maximizing travel. The butterfly mechanism was originally introduced in the ultra thin MacBook, but a newer version was implemented in the MacBook Pro.

There have been mixed opinions about the keyboard of the 2016 MacBook Pro due to its vastly different feel compared to previous-generation MacBook Pro models, and it appears the new butterfly mechanism may also be less reliable compared to older construction techniques.

A growing number of customers who have purchased a 2016 MacBook Pro are running into issues with the keyboard, including non-functional keys, strange high-pitched sounds on some keys, and keys with a non-uniform feel. There are dozens of threads both on MacRumors and on the Apple Support site.

One of the most significant issues appears to be keys that make different higher-pitched sounds than other keys in some cases, a problem that was caught on video by MacRumors user monstermac77. As is demonstrated, when the caps lock key is pressed, it makes a sound that's much different than the other keys on the keyboard.

According to monstermac77, the issue is only reproducible when the Mac is warm, a complaint that has been echoed by several other MacBook owners in the thread, suggesting heat plays a role in activating the problem. Some users are experiencing the overly-clicky sound without heat, though.The high-pitched clicking sound is irritating, but it isn't as serious as some of the other issues MacBook Pro owners have been having with the keyboard. In some cases, certain keys on the MacBook Pro miss clicks, enter double letters, or refuse to respond at all, a problem that we here at MacRumors have also experienced. MacRumors reader rroch describes the problem:It's not clear what's causing the issue with the keys that suddenly become non-functional, but the butterfly mechanism is sensitive and can be interrupted by something as simple as a bit of dust. In our case, with the machine we had that was experiencing issues with a specific key, the problem cleared up on its own, but other MacBook owners have not been so lucky.

One other minor keyboard complaint is an inconsistent feel across keys, with some keys that feel spongier than others or that don't press down consistently. This seems to be related to a problem with the butterfly mechanism which some users report having fixed with a needle or other thin tool, but most people should not try that sort of repair at home.

While many of the complaints seem to be focused on the 15-inch MacBook Pro with Touch Bar, some users have also had problems with both the 13-inch model with a Touch Bar and the 13-inch model with no Touch Bar.

Customers who are experiencing keyboard problems should visit an Apple Store or an Apple Authorized Service Provider. In most cases, Apple is offering repairs and replacements for affected users, especially those who have verifiable hardware problems related to skipping keys, but some MacRumors readers have needed to go through several replacement machines to find a keyboard that doesn't experience issues.

Keyboard replacements are also not a simple matter on a machine as complex as the MacBook Pro, and users should expect repairs or replacements to take multiple days. According to reports from customers who have sought repairs, Apple is outright replacing most Touch Bar models while sending non-Touch Bar models out for repairs.

Article Link: Some 2016 MacBook Pro Owners Experiencing Keyboard Problems

[doublepost=1508988534][/doublepost]Worst laptop keyboard ever. Within less than a year, few keys has stopped functioning (0, o, j), have to press very hard to enter the characters. It's very annoying. I really don't care about mechanical or anything. Please make it reliable, this is the basic.

 

[zemon]

Had a Genius bar appointment today for a faulty C key apparently they need to replace the whole keyboard which will take ten days, I can't not have a laptop for ten days.

Thinking about buying a Google Pixelbook but their keyboard looks very similar.

 

[Naimfan]

I've requested a replacement machine - and went through the "Capture Data" app to send off to Apple Engineering. At least, according to the service rep. Follow up phone call Thursday evening. Once a key starts repeating, or not registering, it appears to get worse over time.

Auto-correct turned off in every possible app, and I have never had any keyboard do this in about 40 years of typing.

We shall see what Apple says Thursday evening. This is disappointing, to put it mildly.

 

[solrunner]

My wife's had issues with several keys feeling spongy. Late 2016 13" MBP non-touchbar. I'm worried this problem will happen again after the 1 year warranty expires. I sent feedback to Apple about this. If more people do this maybe they will do a recall or fix them at no cost for 3 years.

//www.apple.com/feedback/macbookpro.html

 

[Naimfan]

After one cleaning, two top case replacements, and going through "Capture Data" via chat, my Late 2016 15" was replaced with a 2017 model. I'm crossing my fingers it doesn't have the keyboard (or any other) issue.

Several people at Apple said keyboard is the most common complaint with the new models; one said heat is the problem as the butterfly key mechanism doesn't tolerate heat well. Hence my hope that Kaby Lake will run slightly cooler and thus reduce the chance of a keyboard problem.

 

[danredwing]

I've been waiting for my keyboard to get better for a few months now, but finally took it in as it was starting to get worse. B key double and triple registering and a loud click on the P key. The click on the P definitely seems heat related as it only happens when it's charging and/or doing something processor intensive like photo shop.

After a Genius Bar appt this evening, they are going to replace the top case on mine. Hoping it's a one time and done fix, but it sure seems like that hasn't really been the experience of most people.

 

[haruhiko]

My MacBook Pro 2016's b key also repeats randomly... but the warranty is already passed. Does Apple have a free replacement program? Sigh. Major disappointment on Apple's hardware quality.

 

[scousekenny]

Apple's latest line of notebooks introduced an entirely revamped keyboard featuring flatter keys built using a second-generation butterfly mechanism, designed to optimize for stability while also maximizing travel. The butterfly mechanism was originally introduced in the ultra thin MacBook, but a newer version was implemented in the MacBook Pro.

There have been mixed opinions about the keyboard of the 2016 MacBook Pro due to its vastly different feel compared to previous-generation MacBook Pro models, and it appears the new butterfly mechanism may also be less reliable compared to older construction techniques.

A growing number of customers who have purchased a 2016 MacBook Pro are running into issues with the keyboard, including non-functional keys, strange high-pitched sounds on some keys, and keys with a non-uniform feel. There are dozens of threads both on MacRumors and on the Apple Support site.

One of the most significant issues appears to be keys that make different higher-pitched sounds than other keys in some cases, a problem that was caught on video by MacRumors user monstermac77. As is demonstrated, when the caps lock key is pressed, it makes a sound that's much different than the other keys on the keyboard.

According to monstermac77, the issue is only reproducible when the Mac is warm, a complaint that has been echoed by several other MacBook owners in the thread, suggesting heat plays a role in activating the problem. Some users are experiencing the overly-clicky sound without heat, though.The high-pitched clicking sound is irritating, but it isn't as serious as some of the other issues MacBook Pro owners have been having with the keyboard. In some cases, certain keys on the MacBook Pro miss clicks, enter double letters, or refuse to respond at all, a problem that we here at MacRumors have also experienced. MacRumors reader rroch describes the problem:It's not clear what's causing the issue with the keys that suddenly become non-functional, but the butterfly mechanism is sensitive and can be interrupted by something as simple as a bit of dust. In our case, with the machine we had that was experiencing issues with a specific key, the problem cleared up on its own, but other MacBook owners have not been so lucky.

One other minor keyboard complaint is an inconsistent feel across keys, with some keys that feel spongier than others or that don't press down consistently. This seems to be related to a problem with the butterfly mechanism which some users report having fixed with a needle or other thin tool, but most people should not try that sort of repair at home.

While many of the complaints seem to be focused on the 15-inch MacBook Pro with Touch Bar, some users have also had problems with both the 13-inch model with a Touch Bar and the 13-inch model with no Touch Bar.

Customers who are experiencing keyboard problems should visit an Apple Store or an Apple Authorized Service Provider. In most cases, Apple is offering repairs and replacements for affected users, especially those who have verifiable hardware problems related to skipping keys, but some MacRumors readers have needed to go through several replacement machines to find a keyboard that doesn't experience issues.

Keyboard replacements are also not a simple matter on a machine as complex as the MacBook Pro, and users should expect repairs or replacements to take multiple days. According to reports from customers who have sought repairs, Apple is outright replacing most Touch Bar models while sending non-Touch Bar models out for repairs.

Article Link: Some 2016 MacBook Pro Owners Experiencing Keyboard Problems

[doublepost=1516524280][/doublepost]Never yet had any problems with my keyboard (2016 MacBook Pro 15 inch)

 

[slimwallet]

My MacBook Pro 2016's b key also repeats randomly... but the warranty is already passed. Does Apple have a free replacement program? Sigh. Major disappointment on Apple's hardware quality.

You should still bring it in and see if they’ll fix it for free since it’s a known issue.

 

[haruhiko]

You should still bring it in and see if they’ll fix it for free since it’s a known issue.

Yes I will bring it in to the Genius Bar next week. Do I need to wipe the disk before bringing in? Thanks

 

[slimwallet]

Yes I will bring it in to the Genius Bar next week. Do I need to wipe the disk before bringing in? Thanks

They can wipe it for you if they need to. I just got mine back from a top case replacement and my data was not touched.
[doublepost=1516557161][/doublepost]

Yes I will bring it in to the Genius Bar next week. Do I need to wipe the disk before bringing in? Thanks

Please let us know if they'll fix it for you out of warranty.

EDIT (1/22): I just got my top case replaced under warranty and the receipt shows $100 for labor and $210 for parts. I guess that could be the cost to repair the keyboard out of warranty.

 

[teored90]

After this experience with Apple support I seriously doubt that I will ever buy another Apple product.

I have the 13" MBP 2016 with AppleCare and for the third time I had problems with the keyboard. This time is the F key that inputs double F half of the times when I type. I contact Apple support and was told to bring it to a Apple authorised service provider in Finland (there are no Apple stores here). In my case I went to Varimport in Turku. They told me that if they didn't find any problem they would charge me for the diagnosis. To get the computer back I had to pay 70 euros for the diagnosis because they claimed that it passed all the tests. I showed them that the key was not working properly when typing but they don't care.

I obviously contacted Apple about this and they say they can't do anything about the 70 euro bill and that I have to bring the laptop to another service provider. I even sent them a video showing the problem with the key.

This is outrageous. I paid for overexpensive crap, another 250 euros of premium support, I already had the whole keyboard replaced once, and now I paid 70 euros for nothing because the keyboard is not working properly. Plus I'm wasting so many hours fighting to have the money back.

 

[VulchR]

After this experience with Apple support I seriously doubt that I will ever buy another Apple product.

I have the 13" MBP 2016 with AppleCare and for the third time I had problems with the keyboard. This time is the F key that inputs double F half of the times when I type. I contact Apple support and was told to bring it to a Apple authorised service provider in Finland (there are no Apple stores here). They told me that if they didn't find any problem they would charge me for the diagnosis. To get the computer back I had to pay 70 euros for the diagnosis because they claimed that it passed all the tests. I showed them that the key was not working properly when typing but they don't care.

I obviously contacted Apple about this and they say they can't do anything about the 70 euro bill and that I have to bring the laptop to another service provider. I even sent them a video showing the problem with the key.

This is outrageous. I paid for overexpensive crap, another 250 euros of premium support, I already had the whole keyboard replaced once, and now I paid 70 euros for nothing because the keyboard is not working properly. Plus I'm wasting so many hours fighting to have the money back.

Sorry to hear this.

Apple could do something about the 70 euro bill - they could threaten to withdraw the repair shop's authorised service provider status. Perhaps that is leverage you can use on both Apple and the repair shop. FWIW on my kid's MBP the keyboard (and other) problems were due to a faulty battery swelling, causing strain on the circuits boards and connectors. It take many visits before Apple conceded something was wrong, but in the end they did.

Also, you should double-check your consumer rights in Finland. And given the poor service you had, you might as well name the repair shop in any social posts you write....

 

[teored90]

Sorry to hear this.

Apple could do something about the 70 euro bill - they could threaten to withdraw the repair shop's authorised service provider status. Perhaps that is leverage you can use on both Apple and the repair shop. FWIW on my kid's MBP the keyboard (and other) problems were due to a faulty battery swelling, causing strain on the circuits boards and connectors. It take many visits before Apple conceded something was wrong, but in the end they did.

Also, you should double-check your consumer rights in Finland. And given the poor service you had, you might as well name the repair shop in any social posts you write....

Obviously this is not over. I intend to do all I can to get my money back and the computer working, including checking my rights with Finnish authorities (although the fact that I bought the computer in Italy makes things even more complicated) and I let Apple and the store know that I'm not going to stop.

Problem is that despite all the money spent on the computer and on the premium support I end up wasting so much of my working time dealing with this kind of things.

 

[haruhiko]

They can wipe it for you if they need to. I just got mine back from a top case replacement and my data was not touched.
[doublepost=1516557161][/doublepost]
Please let us know if they'll fix it for you out of warranty.

EDIT (1/22): I just got my top case replaced under warranty and the receipt shows $100 for labor and $210 for parts. I guess that could be the cost to repair the keyboard out of warranty.

Negative. I was quoted HKD3,420 (USD437) for repair of the keyboard.

 

[chatin]

Negative. I was quoted HKD3,420 (USD437) for repair of the keyboard.

Not at all repair friendly. The job takes hours and involves a hundred tiny screws. Most keyboards are over $100 on eBay.

 

[haruhiko]

Not at all repair friendly. The job takes hours and involves a hundred tiny screws. Most keyboards are over $100 on eBay.

It is a manufacturing defect and I should be covered for free. Shame on Apple.

 

[chatin]

It is a manufacturing defect and I should be covered for free. Shame on Apple.

Absolutely agree. Due to tricky backlight issues you should consider a new laptop if one goes out of warranty.

 

[haruhiko]

Absolutely agree. Due to tricky backlight issues you should consider a new laptop if one goes out of warranty.

I'm thinking shall I claim the repair fee under my credit card's extended warranty protection. Of course it would mean free replacement for me, but I just don't think it's justifiable for Apple to charge this fee for a well-known manufacturing or design defect.

 

[blackcypher]

Went back to Apple recently for an unrelated problem but the tech there got so used to seeing me bring in all sorts of TbMbp issues that we're on a first name basis.

He said that the sheer amount of TbMbp's coming in for keyboard problems especially the double or triple registering of key presses and the loud clicking has grown exponentially where he's seeing between 10-12 of them come in every single day. He did seem to think that the newer 2017 model keyboards are somewhat better as many of the older 2016 units sent back often return with the 2017 model keyboards.

He also said that employees have also experienced problems with their TbMbp's however Apple has no official response as to acknowledging a defect in design or manufacturing problems.

 

[wheelhot]

He also said that employees have also experienced problems with their TbMbp's however Apple has no official response as to acknowledging a defect in design or manufacturing problems.

Yes! It's definitely an issue of both, with the root goes down to design. The lack of key travel means registering false positives or double tapping entry becomes much more critical and for keyboards which for decades has been designed and manufactured pretty much the same, Apple suddenly changing to a more "precise" method will definitely cause unforeseen issues.

What I felt Apple should've done is to test these keyboards internally for over a year to fix any kinks in the design and manufacturing. But I guess we all know that if Apple does that, the keyboard or the info about it will get leaked

 

[Playfoot]

Well, we are about to sending another one for keyboard replacement. However, this time, it is rather unusual: there is a metallic sound, almost like metal hitting metal when some keys are pressed. First time for this issue.

We have had so many issues, that had to purchase a spare for use when a machine is away for ten days to two weeks for keyboard/topsheet replacement. On the plus side, I understand we are getting new batteries with every top sheet replacement.

And are test of Dell XPS is done. Concluded we would support if staff needs/wants post new MBP's. Now have one WinTel solution in the flock.

 

[macbook keyboard broken]

Bought a new Macbook pro 13 touch bar--- 2016 model and days out of warranty... Keys have been acting up. E may work properly, may work 4 times with one press... may not work at all... Now the B is randomly malfunctioning as well. Went to Genius bar and got to the manager who offered to fix at 50% discount ($250 instead of $500). Whata sport. Explained if we would've bought applecare it would've been covered. At the time we bought the computer applecare did not cover drops so we passed on it. We were informed by our awesome manager that they added drops in September or so. Nice customer follow up letting us know(sarcasm).

After multiple conversations with apple via telephone they agreed to fix no charge. They replaced topcase/batt. SUPER FAST TURNAROUND TIME. 3 DAYS!!!!!

We have already replaced it with a windows laptop and the Macbook Pro 13 w/ touch bar is now for sale on Craigslist.

Never again will we buy an apple product. We still have 2 iphone 6s's, about a dozen ipods, 3 ipads, an iMac desktop, 3 older mac laptops and 2 very old Mac towers.

Apple is no longer the company we loved to spend our hard earned money on and as we can- we will ween ourselves from their products.

Thank you for the suggestion to "just sell it" made to us by the Deer Park IL Apple store manager Mr. Chris G. He was very disinterested in helping us.

He was even kind enough to register our return to the company they use to buy back Apple products. He registered it improperly and showed us a refund value of $1060..... After looking over the email confirmation sent to us from the buyback company I saw his mistake.... not sure how you could input the wrong serial # in front of your customer... ($800 vs. $1060).

BE PERSISTENT. CALL OFTEN AND TELL YOUR STORY OVER AND OVER. IT WORKED FOR US. APPLE REPLACED OUR TOP COVER 3 WEEKS AFTER WARRANTY EXPIRED NO CHARGE.

 

[Tobie2]

Bought a new Macbook pro 13 touch bar--- 2016 model and days out of warranty... Keys have been acting up. E may work properly, may work 4 times with one press... may not work at all... Now the B is randomly malfunctioning as well. Went to Genius bar and got to the manager who offered to fix at 50% discount ($250 instead of $500). Whata sport. Explained if we would've bought applecare it would've been covered. At the time we bought the computer applecare did not cover drops so we passed on it. We were informed by our awesome manager that they added drops in September or so. Nice customer follow up letting us know(sarcasm).

After multiple conversations with apple via telephone they agreed to fix no charge. They replaced topcase/batt. SUPER FAST TURNAROUND TIME. 3 DAYS!!!!!

We have already replaced it with a windows laptop and the Macbook Pro 13 w/ touch bar is now for sale on Craigslist.

Never again will we buy an apple product. We still have 2 iphone 6s's, about a dozen ipods, 3 ipads, an iMac desktop, 3 older mac laptops and 2 very old Mac towers.

Apple is no longer the company we loved to spend our hard earned money on and as we can- we will ween ourselves from their products.

Thank you for the suggestion to "just sell it" made to us by the Deer Park IL Apple store manager Mr. Chris G. He was very disinterested in helping us.

He was even kind enough to register our return to the company they use to buy back Apple products. He registered it improperly and showed us a refund value of $1060..... After looking over the email confirmation sent to us from the buyback company I saw his mistake.... not sure how you could input the wrong serial # in front of your customer... ($800 vs. $1060).

BE PERSISTENT. CALL OFTEN AND TELL YOUR STORY OVER AND OVER. IT WORKED FOR US. APPLE REPLACED OUR TOP COVER 3 WEEKS AFTER WARRANTY EXPIRED NO CHARGE.

[doublepost=1519665727][/doublepost]We bought two 13 inch Macbook pros last year. After a month, my keyboard failed and was replaced free of charge. Now my son's has failed, and they are charging us $400. This is a known issue and should be recalled or fixed by apple.

 

[dboris]

I have a late 2016 15" and in two month I got to replace two keys and all the other keys feels like there's gonna break -_-