The Keyboard Khronicles [sic]

Discussion in 'MacBook Pro' started by Naimfan, Nov 2, 2017.

  1. Naimfan Suspended

    Naimfan

    Joined:
    Jan 15, 2003
    #1
    As some may know, I've had keyboard issues with my 2016 15" MBP (2.6/1 TB/460).

    Initially, the "b" and "n" keys would intermittently repeat; the "b" key more frequently. I took it in to an Apple store, where they cleaned the keyboard with compressed air. That worked for a couple of days.

    When the problem returned, I took it back to an Apple store, where they sent it to depot repair and replaced the top case and keyboard. The new keyboard felt better - like it had more travel - and lasted about 2 weeks.

    When the same problem appeared, I took it back to the store, where they asked if they could replace it again. I agreed, with the proviso that it be replaced if it ever happened again, which they agreed to. So off it went, and came back (very quickly, I must say!). The new keyboard, which I'm typing on now, lasted a couple of weeks before the "b" key started repeating again. (It has repeated every time I've typed "b" in this post.)

    Tuesday, I chatted with Apple support, who asked me to run "Capture Data" to forward to engineering. Duly done, and this evening I followed up. The only suggestion from engineering was to check the status of "sticky keys" and "slow keys", under Accessibility. Both were already off.

    So on Saturday, I'll be headed back to an Apple store to request a replacement. Thoughts and suggestions welcomed. I know the configuration of my machine is on the less common side, so I'm not anticipating walking out of the store with an exchange. But I also can't be without my laptop for another 3-5 days, and it's unfortunate I can't bill Apple for the time wasted on chat, on the phone, the back and forth to the store, etc. - I'd be able to buy 2 or 3 2017 models of similar specification.
     
  2. Queen6 macrumors 604

    Queen6

    Joined:
    Dec 11, 2008
    Location:
    Flying over the rainforest at dawn - Priceless
    #2
    I'd be inclined to elevate to management and request a replacement or a loan. There's always the option to purchase and return should local polices allow, I would make Apple crystal clear of that intention as they are directly costing you revenue due to a poorly designed product.

    Personally this is exactly why I always run backup systems even in the field, equally such antics are now why I am no longer using Apple's products professionally. I simply no longer trust Apple to produce the right grade of hardware, as it's focus is on sales, not the customer or producing the best it can, just what sells. It's also really getting old; frying dGPU's, display retention, delaminating display's, thermal throttling, now the keyboard's are jamming & repeating :mad:

    For me the cost of downtime is more that the hardware, let alone the personal inconvenience. Nor in the field remotely possible to deal with. It's completely unacceptable for Apple to have released the new design with such inadequate testing as there is clearly significant issue with the keyboard that Apple is seemingly incapable of remedying. Worse once again not acknowledging. Sadly only message that Apple currently understands is $$$$...

    Q-6
     
  3. Naimfan thread starter Suspended

    Naimfan

    Joined:
    Jan 15, 2003
    #3
    Update:

    Short form: Visited store. Replaced with a 2017 model. Apparently lots of paperwork.

    Longer: 3 other people there with keyboard issues. Lots of interest in IPX. One of the other Apple folks said keyboard is most common complaint/problem with 2016/2017 models.

    I may sell off new one and get a 2015 to avoid potential problems. But may not.
     
  4. macjunk(ie) macrumors 6502a

    Joined:
    Aug 12, 2009
    #4
    The 2017 model also has the keyboard issues. 2 of my team members exchanged their 2017s with ThinkPad P51. They constantly faced problems of unresponsive keys. If i were you, I would sell it off and get the 2015 refurb. But I am also platform neutral - so probably will pick up the Dell XPS 13 8 th gen and load Ubuntu on it if possible
     
  5. Nilhum macrumors regular

    Nilhum

    Joined:
    Dec 20, 2016
    #5
    There are much better laptops than the 2015 at that price point. The 2015 still goes for nearly 2k. Might as well get a surface book or some other laptop.
     

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4 November 2, 2017