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Keyboard Service Program for MacBook (2015-2017) and MacBook Pro (2016-2017) & Refund for Prior Paid Service @ Apple Australia

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Keyboard Service Program for MacBook (2015-2017) and MacBook Pro (2016-2017) & Refund for Prior Paid Service @ Apple Australia
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Detective Pikachu on 23/06/2018 - 11:53 apple.com (1264 clicks)
Last edited 23/06/2018 - 11:54

Similar to this type of post.

If you believe your MacBook or MacBook Pro was affected by this issue, and you paid to have your keyboard repaired, you can contact Apple about a refund.

Apple has determined that a small percentage of the keyboards in certain MacBook and MacBook Pro models may exhibit one or more of the following behaviors:

  • Letters or characters repeat unexpectedly
  • Letters or characters do not appear
  • Key(s) feel "sticky" or do not respond in a consistent manner

Apple or an Apple Authorized Service Provider will service eligible MacBook and MacBook Pro keyboards, free of charge. The type of service will be determined after the keyboard is examined and may involve the replacement of one or more keys or the whole keyboard.

Eligible Models

To identify your computer's model and to see if it is eligible for this program, choose Apple () menu > About This Mac. Eligible models are listed below.

  • MacBook (Retina, 12-­inch, Early 2015)
  • MacBook (Retina, 12­-inch, Early 2016)
  • MacBook (Retina, 12-­inch, 2017)
  • MacBook Pro (13­-inch, 2016, Two Thunderbolt 3 Ports)
  • MacBook Pro (13-­inch, 2017, Two Thunderbolt 3 Ports)
  • MacBook Pro (13-­inch, 2016, Four Thunderbolt 3 Ports)
  • MacBook Pro (13-­inch, 2017, Four Thunderbolt 3 Ports)
  • MacBook Pro (15-­inch, 2016)
  • MacBook Pro (15-­inch, 2017)

Note: No other Mac notebook models are part of this program.

Service Process

Please choose one of the options below for service. Your MacBook or MacBook Pro will be examined prior to any service to verify that it is eligible for this program.

The type of service will be determined after the keyboard is examined and may involve the replacement of one or more keys or the whole keyboard. The service turn-around time may vary depending upon the type of service and availability of replacement parts.

  • Find an Apple Authorized Service Provider.
  • Make an appointment at an Apple Retail Store.

If you have questions or need further assistance, please contact Apple Support.

To prepare your unit for service, please backup your data.

Note: If your MacBook or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair. Your consumer law rights are unaffected by this program.

Additional Information

This worldwide Apple program does not extend the standard warranty coverage of your MacBook or MacBook Pro.

The program covers eligible MacBook and MacBook Pro models for 4 years after the first retail sale of the unit.

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closed Comments

  • Bellpop on 23/06/2018 - 11:58
    +1

    Nice work finding this. Username checks out.

  • smuggler on 23/06/2018 - 11:59
    -5

    lol apple keyboards are junk.

    Lenovo thinkpads all the way.

    I bought a separate keyboard for my macbook at work because of the reasons above.

    • antler on 23/06/2018 - 12:37
      +5

      Lenovo thinkpads all the way.

      Lenovo dropped their awesome keyboards almost a decade ago. Every freaking manufacturer decided to copy Sony/Apple and introduce the crappy chicklet style.

      I wouldn't rate any laptop manufacturer's keys to be great these days.

      • smuggler on 23/06/2018 - 12:38
        +1

        The T430 thinkpad keyboard is quite good and I like the keyboard on my Lenovo CAD laptop (15" P series i think)

      • eug on 23/06/2018 - 13:07

        I had their old keyboard for years, and absolutely didn't mind the switch to the new style keyboard which I had on my ThinkPad Yoga. After a few years I tried an old ThinkPad with the old keyboard and while it felt nice, it actually felt a bit too mushy.

        Lots of people really like the new ThinkPad keyboards. The Surface Book keyboard is really nice too.

      • realfancyman on 23/06/2018 - 17:52

        They still have the best keyboards on the market for laptops by far, especially when compared to Apple's trash.

    • garage sale on 23/06/2018 - 12:59

      They made the thinnest mechanical action keyboard in the world …with all innovation comes some risk ….interesting will be what mechanism is used going forward and size.

      At least its apple and they are in Australia so no sending back to china…

    • Untameable on 23/06/2018 - 13:29
      +2

      Lenovo are okay but very different to a decade ago. They put a lot of work into making a good chiclet keyboard though unlike Dell who grab any yum cha part.

      Lenovo are well designed and well made. It’s a little bad about their spyware but that’s why you wipe on purchase 😅

      MacBook around 2015 are great but these new keyboards are really so awful. I can move fairly easily between the old MBP and Lenovo.

    • Ostrk on 23/06/2018 - 14:04

      Junk? is that why everyone wants to copy them? just wait a while for the butterfly ones to get copied too.

      • eug on 23/06/2018 - 14:08
        +1

        Seeing that Apple got hit with three class action lawsuits over their defective keyboard design, I highly doubt anybody will bother copying it.

        • Ostrk on 23/06/2018 - 14:22

          Oh but they will, so many companies try to mimic apple products. It just happens when you have such a large percent of the market. It will be interesting to see someone actually pull off the butterfly switches. Their older keyboards from the macbook pros and airs got copied by so many companies it's just funny.

        • eug on 23/06/2018 - 14:57

          @Basimx: When people copy things, they tend to copy successes, not failures that have been hit with multiple lawsuits.

          Their older keyboards from the macbook pros and airs got copied by so many companies it's just funny.

          You mean the keyboard style that Apple copied from Sony?

        • Ostrk on 23/06/2018 - 15:07

          @eug: Sony lmao
          Apple turns trash into gold and people want to copy that gold, the trash is irrelevant at this point.

        • realfancyman on 23/06/2018 - 17:55

          @Basimx: All Apple designs favour looks over functionality. Apple seems to have taken this to a new level by favouring a good (looking) design over one with a working keyboard.

          Good designs are both functional and eye-pleasing.

  • cosmickinect on 23/06/2018 - 12:18
    +1

    does this count with my keyboard?

    https://www.youtube.com/watch?v=_1C6mrWhL3I

    sometimes my b or n key stops responding (watch the touchbar to see that no key is being registered)

    • pinchies on 23/06/2018 - 12:23
      +1

      Exactly this. They’ll repair it.

    • Detective Pikachu on 23/06/2018 - 12:23

      If it's an eligible model, then it should be covered if it exhibits those symptoms.

  • Amaris on 23/06/2018 - 12:30

    In my case the problem is intermittent and I don't think I could reproduce it at the shop. Do you think I'd have any luck convincing them?

    • Detective Pikachu on 23/06/2018 - 12:37
      +2

      If it happens regularly, they should comply.

    • garage sale on 23/06/2018 - 13:03
      +1

      No, wont be problem if you go into into real apple store, they want happy users and repeat business…its why you pay a premium …

      Service centres can be trickey as they might say not warranty related so they can charge for service …. Apple store and genius bar are great…..

    • smuggler on 23/06/2018 - 12:34
      -2

      not a deal. Junk post

      • Melong on 23/06/2018 - 12:50

        This, ACL protects everyone in Australia from these kinds of faults, this is not a deal, everyone needs to be aware of their rights as consumers in this country.

        • garage sale on 23/06/2018 - 13:06
          +3

          When they acknowledge an issue it removes the conversation of if its a design issuse or pizza crumbs under the keys ….they just fix.

  • [Deactivated] on 23/06/2018 - 12:35

    I’ve got sticky keys on my mid 2014 MacBook Pro. Any fee repair on that one?

    • Detective Pikachu on 23/06/2018 - 12:42

      That would likely cost money to fix unfortunately, as it's not covered by this program. The only chance would be if if Apple finds it covered under your existing device warranty.

    • Melong on 23/06/2018 - 12:47

      You need more Kleenex:/

  • m0nkeycheese on 23/06/2018 - 12:35
    +3

    LOL a deal for a hardware fault. The cult of Apple is strong.

    • Detective Pikachu on 23/06/2018 - 12:41
      +1

      Technically this post is for a repair service, that would've normally been considered an out of warranty repair and would've costed money, as Apple never acknowledged this as their fault, until now.

      • smuggler on 23/06/2018 - 12:44
        +2

        Then why don't we make a deal for every product that has a defect and the manufacturer offers free repair.

        • Detective Pikachu on 23/06/2018 - 12:48
          +2

          You're welcome to, if the community does not find it a good or valid deal, then the community and mods will respond as necessary. I posted this as a deal, because something similar was posted in the past.

        • smuggler on 23/06/2018 - 12:58

          I agree. These products are still covered under warranty anyway.

          THis post is basically giving free marketing for Apple and pretending APple is doing a favour for their customers. They have to repair your shit!

        • Detective Pikachu on 23/06/2018 - 12:59
          +1

          Since when are consumers supposed to pay for repairs for products due to manufacturer defects?

          I never said that consumers are supposed to pay for repairs for products due to manufacturer defects. Unfortunately, citing the ACL for something a consumer encounters and considers in mass as a manufacturer's fault for repair, does not always directly work.

        • garage sale on 23/06/2018 - 13:10
          +1

          Thing is its not all keyboards …mainly ones with dust or food under the keys ….and that can be due hygiene and the designers being too conservative in how people treat notebooks.

        • Detective Pikachu on 23/06/2018 - 13:11
          +1

          @smuggler:

          THis post is basically giving free marketing for Apple and pretending APple is doing a favour for their customers.

          I would consider the contrary. It confirms a fault for three generations of their notebooks, in which they only acknowledged such a fault, 4 years after the original key design switch, despite common reports of keyboard issues during this period.

  • arnieb on 23/06/2018 - 12:42
    +2

    thanks for posting, I have this problem!

  • slipperypete on 23/06/2018 - 13:03
    +1

    My keys intermittently get dull sounding and often need to be pressed harder to work. Took it in and they cleaned it and said it was random dust issues getting stuck in the keys.
    I don't live in a dust free area and this will keep happening….worst keyboards ever.

    • Detective Pikachu on 23/06/2018 - 13:15
      +1

      I guess they should switch back to the old design then, rather than aiming for the thinnest design.

      • slipperypete on 23/06/2018 - 17:35
        +1

        yeah, I used my old machine recently and the keys felt luxurious and quiet. I also made less mistakes hitting the side of keys for some reason….regret selling it and buying the newer model now. I like the reduced weight, battery life and fingerprint scanner, but apart from that I like the old model better

  • Diji1 on 23/06/2018 - 13:40
    +1

    How is fixing a defective product, to avoid ACCC legal action after the recent legal decisions in the USA, a bargain?

  • zer0Cash on 23/06/2018 - 13:44
    +2

    my 2016 mbp with touch bar in the last few month started to have screen flickering, USB port malfunctioning intermittenly keyboard playing up, touch bar not responding sometimes and touch pad making popping noises.
    Took it into apple, took 2 weeks for the screen to come in, they changed the display then realised there was a imperfection with the back. I demanded a replacement machine, and got a higher spec 2017 model as they no longer stock the one they repaired.. win!! good luck to those with only keyboard issues, not sure when other symptoms will crop up..

  • KupoHo on 23/06/2018 - 14:07

    When you bring it in is it your responsibility to tell them which keys specifically or do they test all the keys?? I have a few keys that are intermittently sticky and unresponsive and the touchpad itself is not very responsive. It has been this way since I bought it new about 4 months ago.

    • Detective Pikachu on 23/06/2018 - 15:10
      +1

      I have a few keys that are intermittently sticky and unresponsive

      If your device is one of the listed eligible models, then I think that description of your issue is enough to warrant getting serviced by this program.

      • KupoHo on 23/06/2018 - 19:20
        +1

        Yup, it is one of the listed models. It's intermittent so I hope they can "see" the issue when they check it. I just checked each button and can't find the sticky ones so I wonder what their process will be for identifying them?…sighs Wish I took note of which buttons they were at the time!

  • primatexD on 23/06/2018 - 14:30
    +1

    Just what I needed!

  • Aceboy884 on 23/06/2018 - 14:44

    Both my MacBook Air and MacBook 2016 have keyboard problems

    The air was out of warranty and cost $400 to fix

  • THX on 23/06/2018 - 16:39
    +1

    thank you!

  • [Deactivated] on 23/06/2018 - 23:18

    Next post-

    Free Takata airbags for your car!

  • Hils on 24/06/2018 - 07:32

    Good to have this is writing as a known defect - it happened to my newish Macbook Pro (purchased in January) - the keys bnm hjk uio & 890 became completely unresponsive. So the keys were in a diagonal row. Apple replaced the keyboard.

    However - when I went to collect it the hard drive had gone awry - I was told that this was caused by a defective Time Machine. The technician wiped the my computer & transferred my files over individually from the time machine and I bought a new back up disk. (I am not terribly computer savvy so it was all a bit stressful)

    Anyway, I now have a keyboard, the machine works again and I am only out of pocket for the new back up. (The tech did tell me that my time machine would be ok again again once I erased it but I wasn';t comfortable using the same one) .

    • eug on 24/06/2018 - 07:51
      +1

      Hmm, a piece of backup software corrupted your hard drive? That's a bit worrying isn't it.

      • Hils on 24/06/2018 - 07:57

        Well that what I was told and I was pretty upset and worried about losing everything

  • Ragnarok1983 on 24/06/2018 - 11:38
    +2

    Watch Louis Rossman's channel

    https://www.youtube.com/watch?v=VhFAVoQ9now

    • Hils on 24/06/2018 - 17:22

      Thank you Ragnarok 1983

  • Strahany on 02/07/2018 - 13:36
    +1

    I have one of the 2017 MBP 13 inch without Touch Bar, and have to say that the keyboard was a sticking point when deciding to purchase it (non pun intended). It definitely feels odd with the shorter travel distance and I really didn't like it at first, but after going back to try my previous laptop (an Air) I have to say that I prefer this over their previous 'mushy' iterations. I think that most of the negativity surrounding the keyboard is coming from people who haven't used it all that much, or from the first generation. Having said that, nothing beats the beautiful click-clack of a mechanical keyboard.

    With respect to the issue, it took all of about 5 months or so before I first noticed some sticking keys. They seem intermittent, but I don't believe that the problem will ever resolve itself since I would assume whatever debris that is caught under the key simply reorients itself such that it doesn't (or at least only imperceptibly) impairs the key's functioning. It makes you wonder what kind of testing manufacturers do with their keyboards. I'm sure that they have some kind of machine that hits each key thousands of times for durability, but people don't use their devices in a lab environment - people eat near their computers, some people chew fingernails, environmental debris etc etc.

    I have to give credit for trying to develop an innovative product, and I really believe that this issue is at least somewhat understandable due to the unlikeliness of manufacturers doing 'debris testing' with keyboards since no other keyboard has been this minimalistic and thus have this much trouble dislodging debris, but for Apple to have taken this long to respond is disappointing, especially because it's not like we were waiting for them to design a keyboard without this problem for the replacements. I mean, surely Apple employees use their own products, and would have encountered this problem 'in-house' hundreds of times over.

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