Apple promises free repairs for faulty MacBook keyboards

Alonzo Simpson
June 23, 2018

USA tech giant Apple has acknowledged that a small percentage of keyboards in certain MacBook and MacBook Pro models may exhibit malfunctions, such as letters or characters repeating unexpectedly, not appearing, or experiencing "sticky" keys that do not respond in a consistent manner. Apple on Friday finally admitted the issue that has been occurring with some MacBook and MacBook Pro keyboards.

Anyone affected by the issue who has already paid to have their keyboard fixed is eligible for a refund, Apple said. The new Keyboard Service Program for MacBook and MacBook Pro is Apple's first real acknowledgement that some of the low-profile keyboards on its latest notebooks haven't been quite as successful as initially promised. The company has extended the warranty for keyboards for nine affected models released starting in 2015 to four years from the usual one year.

My MacBook Pro's keyboard hasn't failed, but I know several people whose keyboard has, and I've had a few occasions where keys would become sticky for a short period.

These butterfly keyboards have proven divisive among consumers. Earlier this month, 9to5Mac had reported on three separate class-action lawsuits related to the keyboard problems.

Many blame the Butterfly-style switches inside of the keys of MacBooks for the "sticky" behavior Apple references.

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Compliance has been well above 100% this year since some countries, notably Venezuela, have seen a drop in production. Iran has objected to having members with additional capacity such as Saudi Arabia fill Venezuelan output gaps.

And, please, continue keeping the issue quiet so that Apple can keep receiving its industry-best brand reliability award from Consumer Reports, whose scores are based exclusively on owner feedback. For more information about the "Keyboard Service Program", check out Apple's website.

We believe Apple is more likely to continue to refine the existing keyboard design in future laptops to address detractors' complaints than to go back to an earlier design.

Apple said the problems involved only a "small percentage" of laptop keyboards. And unfortunately, fixing the problem isn't easy; at worst, it can involve replacing the entire keyboard.

Apple said affected customers can receive service at no charge via a retail Apple Store, through Apple's mail-in fix program, or through an Apple-authorized service provider.

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