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Free Keyboard Service for Select MacBook, MacBook Air, MacBook Pro Model for 4 Years after First Retail Sale of The Unit @ Apple

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Free Keyboard Service for Select MacBook, MacBook Air, MacBook Pro Model for 4 Years after First Retail Sale of The Unit @ Apple
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chkz84 on 16/08/2023 - 10:56 support.apple.com (2940 clicks)
Last edited 17/08/2023 - 23:17 by 2 other users

I was having issues with my laptop keyboard and have tried a few times but could not fix my laptop.
I have just found that Apple is offering free service for my laptop so taking mine in today.

Service Process:

Please choose one of the options below for service. Your Mac notebook 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, MacBook Air, 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 Mac notebook.

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

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

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 Air (Retina, 13-inch, 2019)
MacBook Pro (13-inch, 2019, Two Thunderbolt 3 ports)
MacBook Pro (13-inch, 2019, Four Thunderbolt 3 Ports)
MacBook Pro (15-­inch, 2019)

MacBook (Retina, 12-­inch, Early 2015)
MacBook (Retina, 12­-inch, Early 2016)
MacBook (Retina, 12-­inch, 2017)
MacBook Air (Retina, 13-inch, 2018)
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)
MacBook Pro (13-inch, 2018, Four Thunderbolt 3 Ports)
MacBook Pro (15-­inch, 2018)
Note: No other Mac notebook models are part of this program.

Computing 13.3inch Apple Computer Computer Peripheral Computer Repair Keyboard Laptop Ultrabook

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Apple
Apple

closed Comments

  • b3au on 16/08/2023 - 11:07
    +22

    As it's all one part, you get a new battery too :)

    • ChipsChicky on 16/08/2023 - 11:12

      Where does it says this?

      • b3au on 16/08/2023 - 11:14
        +9

        When the keyboard is replaced, the battery, aluminium top case, and trackpad are also replaced as it's basically all one part.

        • ChipsChicky on 16/08/2023 - 11:16
          +6

          Oh, now I need to make sure that keyboard is damaged enough to be replaced as a whole rather few keys only 😂

        • xdaybreakerx on 16/08/2023 - 12:04

          This has changed in the last ~2 months. Currently battery may be replaced but is no longer a guarantee.

          • watwatwat on 16/08/2023 - 18:57

            @xdaybreakerx: In that case, would I have a better chance of a free battery replacement going to an authorised repair centre (a new store, no reviews) or a proper Apple store?

        • Associatedstickyfingers @ Apple on 16/08/2023 - 14:19
          +1

          Can confirm this was the case when I worked at Apple during the time this recall was about.
          You also were upgraded to the 4th get butterfly keyboard with the new top case.

          • cubiq4 on 16/08/2023 - 15:06
            +1

            @stickyfingers: I've actually experienced both repairs, twice a complete new keyboard, once just a two keys replaced. The new keyboard always took about a week to turnaround, the keys was done onsite in about 20 minutes.

    • AustriaBargain on 16/08/2023 - 11:28

      If your battery is dead and will only work on charge cable, will they still do it? My retina MacBook battery is dead and keyboard is majorly borked, feels like sponges under every key.

      • Larsson on 16/08/2023 - 11:53
        +1

        You mean 2012 12”? Those are the exceptions where the battery isn’t in the same top case assembly as the keyboard. So they will only replace your keyboard unfortunately.

        • AustriaBargain on 16/08/2023 - 12:35
          +1

          12 inch retina macbook was first made in 2015. But mine is over 4 years old so it sounds like it doesn’t qualify for this deal anyway.

    • snuke on 16/08/2023 - 13:05

      If you're really lucky, they run out of stock of the top cases, and you get a refurbished laptop for the price of the top case. That's what happened in 2017 to my 2012 Retina MacBook Pro, it got replaced for a 2016 MacBook Pro, for $289.

      Went from 8GB RAM in my 2012 to 16GB RAM in the 2016 they supplied. Some were also getting massive bumps in storage and CPUs.

  • fattdaddyo73 on 16/08/2023 - 11:20
    +4

    Tried this and got (profanity) around by claims of dubious usb-c charging port damage meaning they couldn't do the repair. Don't bother if your charging port is a bit dodgy.

    • bonezAU on 17/08/2023 - 08:14

      profanity

  • turkz1 on 16/08/2023 - 11:23
    +1

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

    Guess my 2016 Macbook isn’t covered then?

    • b3au on 16/08/2023 - 11:25

      MacBook (Retina, 12­-inch, Early 2016)
      MacBook (Retina, 12-­inch, 2017)

      Are on the eligible model list

      • turkz1 on 16/08/2023 - 11:29

        But well past 4 years after first sale

      • AustriaBargain on 16/08/2023 - 11:29
        +2

        But if he bought it in 2016 then four years after that is 2020, it is currently 2023 so that's like seven years after the first retail sale of the unit.

    • krunchymoses on 19/08/2023 - 08:46

      Yeah my 2016 had a clapped out keyboard and was only a few months over four years when I took it in. They made me pay part of the repair and took me ages to negotiate that. Was 5 years though, not 4.

      Not a great experience tbh. Keys are starting to fail again.

  • DingoBlue on 16/08/2023 - 11:24

    Is there any way to get a mail in repair without spending an hour on the phone lying that you have reset the device three times and updated software and tried a different power cord?

    • Leho on 16/08/2023 - 12:31

      walk into the store and give it to them :)

      • DingoBlue on 16/08/2023 - 13:39

        That takes > 60m :(

        • Leho on 16/08/2023 - 13:43

          I think that's worthwhile tradeoff for a free repair

  • ExpressCoffee on 16/08/2023 - 11:26
    +1

    Had this replaced on my 2016 macbook pro with 4 thunderbolt ports and got a new battery. Was pretty neat but the battery life was still shite on those models…

  • MagicMushroom on 16/08/2023 - 11:30
    +1

    All the listed model has Apple's flawed butterfly keyboard that they will never admit the fault, but agrees on free replacement and 50 million compensation.

    https://www.digitaltrends.com/computing/macbook-butterfly-ke…

    Group 1 Settlement Class Members include customers who had at least two repairs to their MacBook Pro that entailed swapping out the top case of the keyboard within a four-year period after purchase. This group is eligible for compensation between $300 and $395 and will receive an automatic payment in addition to an email notice about the settlement.

    Group 2 Settlement Class Members include customers who had at least one repair to their MacBook Pro that entailed swapping out the top case of the keyboard. This group is eligible for compensation up to $125 and is required to submit a claim form to receive compensation.

    Group 3 Settlement Class Members include customers who had at least one keycap replacement repair to their MacBook. This group is eligible for compensation up to $50 and is required to submit a claim form to receive compensation.

    Not sure if people in Australia are eligible for it.

  • Pest85 on 16/08/2023 - 11:32

    MacBook Pro (15-­inch, 2019)

    Hmmm, didnt they only have 14 and 16 inch in 2019?

  • javedmk on 16/08/2023 - 11:37
    +1

    What if the four years time period has passed?

    • Jmore1231 on 16/08/2023 - 11:42
      +1

      Means no keyboard replacement for you as product has surpassed its life span.

      • javedmk on 16/08/2023 - 11:56

        Ok, but some people owns 2016 laptop and still be able to get it serviced hows that possible? Just curious. I have a 2017 macbook pro. Purchased 2018 Jan.

        • Jmore1231 on 16/08/2023 - 12:15
          +1

          I doubt it was done for 2016 I had a 2017 model bought in 2017 tried to get it done early this year and apple refused ended up going quite high with the management team but had no luck. Unless you take them to small claims court after the 4 years you may have a better chance

        • AustriaBargain on 16/08/2023 - 12:49

          Still possible to buy a 2016 MacBook new in the last four years. Old stock.

    • chkz84 on 16/08/2023 - 21:55

      I have sent my laptop today that was bought in October 2018. Try your luck and say you have started noticing just now and was not made aware that Apple is offering this service.

    • McOzbargainer on 19/08/2023 - 18:23

      I got my keyboard on my MacBook Pro 15" 2017 that was purchased in 2017 replaced in January for free at the apple store, I showed them the problem and they replaced it in 2 days for free and without an argument or anything. Got a new battery as well :)

  • lxstr on 16/08/2023 - 11:37

    I had a 2016 MBP with inflated battery and Apple replaced it for free under the keyboard program.

    • javedmk on 16/08/2023 - 11:54
      +1

      Was it under the four year time frame?

      • lxstr on 16/08/2023 - 22:15

        Yes. It was just under 4 years. The lithium battery had swelled to a point my laptop had warped and not sit flat on the table. I didn't really noticed if any of my keys were sticky. Apple genius was kind enough to put it through as a slightly sticky key.

  • therealtristan on 16/08/2023 - 11:44

    Its good they honour it but honestly being without your laptop for a month has always put me off it

    • Johnsickboy on 16/08/2023 - 11:46
      +1

      I had it replaced twice. Both times it took exactly a week. Your mileage may vary

    • [Deactivated] on 16/08/2023 - 12:00
      +1

      Mine got a 1 week estimate but was ready for pickup in 3 days. Depends on how big their backlog is and if they have the parts.

    • starspawn on 24/08/2023 - 22:39

      Got mine shipped back to me within a week

  • Johnsickboy on 16/08/2023 - 11:45
    +1

    If you had your keyboard replaced, you get an extra 3 years under the Australian Consumer Law. Only for the top case (keyboard, battery and trackpad). Apple employee informed me last time I had it repaired

    • Associatedstickyfingers @ Apple on 16/08/2023 - 14:27

      Yep. Replaced parts are considered new under ACL

      • discountdong on 16/08/2023 - 15:11

        do the 3 years refresh if you have to get another replacement?

    • McOzbargainer on 19/08/2023 - 18:24

      That's good because the display on my 2017 15" MacBook Pro has these orange spots on it after getting the display replaced last year.

  • starspawn on 16/08/2023 - 11:47

    This is amazing! Thanks OP

    • DoctorCalculon on 16/08/2023 - 23:25

      Scroll up, and check the description again.

  • dwhes on 16/08/2023 - 12:00
    +1

    Wow thank you for this. I had no idea this was a thing and I have indeed experienced keys sticking with my 2019 MacBook Pro. Be awesome if those comments about a new battery are true.

    • starspawn on 16/08/2023 - 12:01
      +1

      Totally!

    • Jmore1231 on 16/08/2023 - 12:13
      +1

      It's true you'll be fine, get onto it sooner than later if you have issues

      • dwhes on 16/08/2023 - 13:01
        +1

        Booked in for Friday.

    • fattymattyd on 16/08/2023 - 13:07
      +1

      Had my wife's 2019 16" Macbook Pro keyboard replaced under this program last year. They replaced the entire top case, keyboard, battery, trackpad.

    • chkz84 on 16/08/2023 - 21:51
      +2

      I have sent my 2019 15.6 laptop in today. It has been showing me battery service warning for a couple of months. Today they have told me that it is going to be replaced for free as well (worth $409).

      • starspawn on 24/08/2023 - 22:40

        Just got my 2019 MBP shipped back to me. Replaced topcase, including keyboard & battery and the whole logic board too!

        Typing on it now and feels like a brand new Macbook!

        And the real bonus, the warranty starts again! 3 year warranty extension!

        • hellousyd on 05/10/2023 - 16:07

          Hey mate, just wanted to ask how did you mail it in? The guy on the phone is saying it can only be done on store. Also there isn't any issues with my keyboard, but I still want to get the battery replaced as it the life is really bad. Dies in an hour or two. I have a 2019 15" Pro for reference. What do you think they will do?

          Thanks for your help

  • watwatwat on 16/08/2023 - 13:17

    Thanks OP! Just in the nick of time.

  • Ryballs on 16/08/2023 - 13:19
    +3

    After multiple MBP keyboard repairs, I took Apple and the retailer to magistrates court and eventually got a full refund under ACL, despite being a year out of warranty.

    Continuing to sell their expensive laptops with a keyboard which has a fundamental design flaw just shows the level of contempt Apple has for their customers.

    • socialistshroom on 16/08/2023 - 13:26
      +1

      Nice! Which state? I'm considering going to QCAT (qld tribunal - small claims) for something similar. Did you have to return the product as well?

      • Ryballs on 16/08/2023 - 16:25

        I'm in WA. Yes I had to return the device and charger.

    • watwatwat on 16/08/2023 - 13:45

      How much did you pay in total fees like court fees etc?

      • Ryballs on 16/08/2023 - 16:26
        +2

        I paid nothing, the retailer iFrog / Queensland Computers had to give full refund and pay for all court fees.

        They were incredibly petty and unprofessional the whole way though. Disagreed with the judge (!) about having to travel to WA and then said if they did, they were going to bring multiple unnecessary witnesses with them (whose travel I would've had to pay for if I lost).

        I had a lot of evidence on my side, numerous repairs and dozens of articles on the flawed butterfly keyboard mechanism. Instead of seeing all that and just paying up, they dragged out the case for months until literally the last day before court proceeded and then "settled" in my favour.

  • Eeples on 16/08/2023 - 13:33

    I have one of these; MacBook Pro (15-­inch, 2019)

    4 years for me will be up April 2024.

    I have no issues so far…..

    • starspawn on 24/08/2023 - 22:41

      I would get on this as the warranty is extended after they do the repair!

      • Eeples on 27/08/2023 - 10:45

        Will they test if the keyboard is actually faulty ?

        • starspawn on 27/08/2023 - 20:32

          They perform all sorts of tests and will replace those if they get fails through testing. Keyboard will be replaced as a minimum!

          • Amaris on 07/09/2023 - 14:41

            @starspawn: Don't think they'll replace other things for free

            • starspawn on 05/10/2023 - 16:21

              @Amaris: Did for me, new top case, battery, logic board (failed tests) and keyboard, all replaced free.

  • Soppro on 16/08/2023 - 14:28
    +1

    Took my 2018 13” in back in 2021 and they apparently ran into a ‘memory issue’ while repairing it so I got the purchase price refunded and replaced it with an M1. Please, always backup your stuff whenever you take it in :)

  • Breno785au on 16/08/2023 - 15:40

    I guess when you make a product that goes against the right to repair movement you have to offer the people something.

  • ThatNintendoKid on 16/08/2023 - 16:06

    My shift key has always been a bit fiddley on my M1 Max MacBook Pro ever since I bought it but wasn’t enough of an issue to go and get it replaced, if I just pull up to Apple would they be able to fix it does it take long? I have Apple care if that helps. Also do I just not report it for now and then wait for later bc it seems like I’ll get a battery replacement at the same time?

    • Jmore1231 on 16/08/2023 - 18:02

      You can try a walk in but the genuis bar gets pretty busy so you might be waiting for quite sometime could be hours before you get seen. Better to just make an appointment online and see in person. If it's just a key issue they can replace the top mechanism I believe but Iif the bottom part of the key is faulty they will need to replace whole keyboard which won't be done onsite if I recall and possibly be sent away. Happened to both of mine.

    • AustriaBargain on 16/08/2023 - 18:25

      My M1 Pro took like 11 days to get back to me with top case replacement. If you need your Mac for work or study keep that in mind.

  • tranly1209 on 17/08/2023 - 10:10

    Does anyone know if you need to bring proof of purchase? I got my Macbook Pro second-hand from eBay and don't remember if I still have the receipt. Thanks

    • watwatwat on 17/08/2023 - 12:59

      It does not need proof of purchase. You can check the serial number to see the purchase date.

      • tranly1209 on 17/08/2023 - 13:20

        Thank you. Just checked mine and it was purchased 4 years 9 months ago…
        Do you know if it is still eligible for this program?

        • watwatwat on 17/08/2023 - 15:36

          Well, you can read the title of this ozbargain post.

        • ericb on 18/08/2023 - 20:16
          +1

          Mine is 4.2 years since the date of purchase. And they said because I haven’t had any recorded issues with it until now that they couldn’t repair it. About $750 to repair it if I wanted to pay for it myself.

  • emgee on 17/08/2023 - 20:49

    Thanks for sharing OP. I wish I had looked at this earlier. Past the 4 year threshold so won’t work for me, but hurts to have paid top $$ and yet deal with subpar components! 🤷‍♂️😳

  • dwhes on 18/08/2023 - 12:46
    +2

    Really wish I’d known about this earlier. Turns out I’m 3 weeks past the 4 year mark. Apple refuses to budge. Frustrating as all hell because I do actually have keys that stick. $1000 to fix it fyi if you aren’t eligible for the repair. Strongly encourage people to get on it asap if they are eligible.

  • watwatwat on 23/08/2023 - 11:41
    +2

    Haha so I was only weeks away from 4 years on my macbook pro. I didn't have any current problems with the keyboard but on and off the keys are crap and need to be cleaned with compressed air, and still are not reliable.

    I took device to an authorised repair and got a free top case replacement which included a new battery! The person working there couldn't reproduce my keyboard "problem" but agreed to top case replacement anyway.

    Very happy with the outcome, to go from battery with >1000 cycles back to 1 cycle. I owe you, OP!!!!

    It feels good to take something from Apple, those little snakes who purposely design their hardware so parts cannot be replaced on new M1/M2 machines by introducing hardware and software problems for people who try. This is against the mindset and desire of Steve Wozniak, who nobody seems to care about:

    https://www.youtube.com/watch?v=r0Hwb5xvBn8

  • Unseatingcargo1 on 24/08/2023 - 14:58
    +1

    My partners laptop was 4 days older than the 4 year limit. They still adhered to the Service and replaced the keyboard, trackpad and battery. No questions asked.

    • starspawn on 24/08/2023 - 22:42

      That's a great outcome! I'm going to drop in my wife's Macbook Air 2019 Retina for the repair also

  • freebiemaster1902 on 26/08/2023 - 20:35
    +1

    just picked up my repaired macbook pro 2019, that was 4 years and 2 months old. they still gave me an exemption!, so if your laptop is over by a few weeks or months (less than 3 months preferably), they might give u an exemption if u bring it in. Overall, got a new touchbar, upgraded keyboard and battery

    • watwatwat on 27/08/2023 - 13:57

      Haha, this is part of the Apple evil. You will get a totally different experience depending upon how nice the person is that is serving you. I would also imagine it changes depending upon whether you go to Apple or a third party authorised repair, even though technically it is supposed to be identical.

      It's good it worked out for you. OP has brought a lot of value to people in this submission.

  • deadset on 05/09/2023 - 12:47
    -3

    Apple announced the service program for the butterfly keyboards almost four years ago? Why would you post this now, 4 years later?

    The whole butterfly keyboard saga ended with the redesigned 'magic' keyboard in 2019.

  • Amaris on 07/09/2023 - 14:40
    +1

    Thanks OP. Got a free battery replacement.

  • derdew on 22/09/2023 - 08:42
    +1

    I had recurring problem with the butterfly KB- had 3 topcase replacements, and 4 individual key replacements. I complained nicely and was given a brand new 16" MBP for my 3-year old 15". can't beat apple service

    • starspawn on 05/10/2023 - 16:41

      Wow this is a huge win!

      Got to love Apple Service, honestly I'm so impressed every time

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