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

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Found 23rd JunEdited by:"Detective_Pikachu"
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.



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.


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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Top comments
Shouldn’t have happened in the first place and much more to the point they shouldn’t have argued it for so long!

They’re not the company they once were for service and warranty issues. They’ve become much more clinical and cold with willingness to fix or repair. Used to be second to none yet they’re getting worse as they’re getting richer which is the opposite to the moral direction they should be headed in now they can afford to be
waquzy1 h, 41 m ago

Still the number 1 company when it comes to customer service, only Dell …Still the number 1 company when it comes to customer service, only Dell comes close imo


Maybe on polls but I’ve personally seen a huge change in their attitudes and practises in the past 15 years and it’s all since Steve died. They’re not the company he moulder. Tim has undone so much good work and is a figures guy through and through. Only thing he cares about is politics and bottom lines
What ever happened to the Apple that Woz and Jobs started in the 80's, back when it was about taking on "the man". Now they are the "the man" and stand for everything the company once hated. Jobs would not be happy if he was currently here
40 Comments
Yeah about time, how about some updated Macs Apple?
Is this only for the butterfly keyboard that they (probably) knew had a design flaw?
Thanks, I had mine looked at a few months ago and was told by a authorised service provider I had spilt something on it and they wanted £380 to fix it.. I said no as I hadn’t spilt anything.
Shouldn’t have happened in the first place and much more to the point they shouldn’t have argued it for so long!

They’re not the company they once were for service and warranty issues. They’ve become much more clinical and cold with willingness to fix or repair. Used to be second to none yet they’re getting worse as they’re getting richer which is the opposite to the moral direction they should be headed in now they can afford to be
ThomasStringer1 h, 24 m ago

Yeah about time, how about some updated Macs Apple?


Yep!!! Instead of selling 2015 processors as the current £3k MacBook Pro
Admission of guilt. After the fact that multiple class action suits have been filed. To reduce the overall payout of damages.
.
Corporatism written all over it.
sparklehedgehog36 m ago

Shouldn’t have happened in the first place and much more to the point they …Shouldn’t have happened in the first place and much more to the point they shouldn’t have argued it for so long! They’re not the company they once were for service and warranty issues. They’ve become much more clinical and cold with willingness to fix or repair. Used to be second to none yet they’re getting worse as they’re getting richer which is the opposite to the moral direction they should be headed in now they can afford to be


Still the number 1 company when it comes to customer service, only Dell comes close imo
ThomasStringer2 h, 10 m ago

Yeah about time, how about some updated Macs Apple?



Yeh no kidding!
MacBook, MacBook Pro & iMac all are 382 days since last release.
Mac Mini 1345 days.
Mac Pro 1647 days!!!

Source: buyersguide.macrumors.com/
Edited by: "malhal" 23rd Jun
liamdaly1 h, 38 m ago

Thanks, I had mine looked at a few months ago and was told by a authorised …Thanks, I had mine looked at a few months ago and was told by a authorised service provider I had spilt something on it and they wanted £380 to fix it.. I said no as I hadn’t spilt anything.



Wow quite expensive
waquzy1 h, 41 m ago

Still the number 1 company when it comes to customer service, only Dell …Still the number 1 company when it comes to customer service, only Dell comes close imo


Maybe on polls but I’ve personally seen a huge change in their attitudes and practises in the past 15 years and it’s all since Steve died. They’re not the company he moulder. Tim has undone so much good work and is a figures guy through and through. Only thing he cares about is politics and bottom lines
sparklehedgehog1 h, 0 m ago

Maybe on polls but I’ve personally seen a huge change in their attitudes a …Maybe on polls but I’ve personally seen a huge change in their attitudes and practises in the past 15 years and it’s all since Steve died. They’re not the company he moulder. Tim has undone so much good work and is a figures guy through and through. Only thing he cares about is politics and bottom lines



To be fair he does have a fiduciary duty to attend to; to his shareholders; but you are right. Steve somehow balanced it and it does take an incredible amount of will power and courage to push the envelope.
Edited by: "xtreemneo" 23rd Jun
Anyone have any idea how long they would have the laptop in for repair?
liamdaly6 h, 3 m ago

Thanks, I had mine looked at a few months ago and was told by a authorised …Thanks, I had mine looked at a few months ago and was told by a authorised service provider I had spilt something on it and they wanted £380 to fix it.. I said no as I hadn’t spilt anything.


The details of this include the caveat that if there are any issues other than this they will need to be fixed for a cost. It's shocking behaviour and something Apple were pulled up on by Watchdog recently when they offered to change batteries on iPhones but tried to charge for other work at the same time. So be careful if going through Apple as well, is what I would say.
Jbuckland1 h, 27 m ago

Anyone have any idea how long they would have the laptop in for repair?


mine was a week.
What ever happened to the Apple that Woz and Jobs started in the 80's, back when it was about taking on "the man". Now they are the "the man" and stand for everything the company once hated. Jobs would not be happy if he was currently here
elliot123419 m ago

What ever happened to the Apple that Woz and Jobs started in the 80's, …What ever happened to the Apple that Woz and Jobs started in the 80's, back when it was about taking on "the man". Now they are the "the man" and stand for everything the company once hated. Jobs would not be happy if he was currently here


Jobs was a hugely successful Psychopath. Don't think that he would give a S*** if he was here. Don't think they ever took on "the man", they just had good advertising and the creative type lapped it up.

When I buy a laptop it is cause I need a laptop. It's not a lifestyle choice!
sparklehedgehog6 h, 17 m ago

Shouldn’t have happened in the first place and much more to the point they …Shouldn’t have happened in the first place and much more to the point they shouldn’t have argued it for so long! They’re not the company they once were for service and warranty issues. They’ve become much more clinical and cold with willingness to fix or repair. Used to be second to none yet they’re getting worse as they’re getting richer which is the opposite to the moral direction they should be headed in now they can afford to be


I spent 3 DAYS on the phone to apple before they eventually replaced my iPhone 3gs because the plastic shell was cracking and coming apart after a year. That was years ago - They've always been vermin on warranty repairs and known faults. (iPhone 4 aerial etc).
This is great news for those who own one of of these, thanks for posting
Regprentice27 m ago

I spent 3 DAYS on the phone to apple before they eventually replaced my …I spent 3 DAYS on the phone to apple before they eventually replaced my iPhone 3gs because the plastic shell was cracking and coming apart after a year. That was years ago - They've always been vermin on warranty repairs and known faults. (iPhone 4 aerial etc).


I’ve had issues with battery life on a mbp after buying a refurbished model. I complained, returned it to receive another refurbished model. It happened again. turns out it was the software I was running as diagnosed in store. Despite this, after a short appointment in store, they agreed to replace with a brand new non refurbished model (£350 more). I could complain about lack of new model and processor etc, but can’t really complain about customer service. They didn’t need to do that.
bob_regis45 m ago

Jobs was a hugely successful Psychopath. Don't think that he would give a …Jobs was a hugely successful Psychopath. Don't think that he would give a S*** if he was here. Don't think they ever took on "the man", they just had good advertising and the creative type lapped it up. When I buy a laptop it is cause I need a laptop. It's not a lifestyle choice!


I don't share any passion for how Jobs ran his business however I do believe he was good at figuring out what people wanted. And I believe you are wrong about the lifestyle choice, if people just wanted the best possible laptop then the market would be full of Alienware products which is definitely not the case. Another point, Mr. Cook only took out that silly iPencil after Jobs death, because Jobs was totally against it when Cook first told him about it, Jobs believed your is all you need rather than a stylus.
The way these threads go you'd expect that other manufacturers offer better service. I'd be surprised if Alienware would be any better.

I don't own any Apple products anymore but in all my years of using the Apple Store appointments system and visiting a 'Genius' (laughable a term as that is) I've never left the store anything but satisfied. Not everyone has a good experience with Apple it seems, but I've certainly not seen an environment of poor customer service at Apple stores. The only thing I don't like is the relative smugness of the environment and how busy it can get, but I'd take the Apple Store customer service I've experienced over what I'll get from Huawei if I ever have any issues with my phone.

Another thing that hits me on this site is that people seem surprised that Apple are a successful business with shareholders putting immense pressure on them to continue to make money, as opposed to a charity shop. No savvy business will just fold and pay a fortune out if they make a mistake - it makes business sense to pay as little as you possibly can and make as much profit as you can, rather than giving too much away.
Edited by: "misterleoni" 23rd Jun
mrlaurelshat2 h, 19 m ago

The details of this include the caveat that if there are any issues other …The details of this include the caveat that if there are any issues other than this they will need to be fixed for a cost. It's shocking behaviour and something Apple were pulled up on by Watchdog recently when they offered to change batteries on iPhones but tried to charge for other work at the same time. So be careful if going through Apple as well, is what I would say.


Will do thanks. I took it to the Watford store today and there is a 1-2 week delay on parts so they’ll call me to drop it off. I wonder if the “liquid damage” was caused by an air canister their cleaning keyboard article suggests to do... who knows but I wasn’t too happy as I’ve only had the laptop since November 2017
Hah, I assumed my buttons that stick were from dropping the Macbook one too many times.

The problem comes and goes for me, depends what surface I am using it on etc - will they perform a "service" even it appears to be working fine at the time?
sparklehedgehog6 h, 40 m ago

Maybe on polls but I’ve personally seen a huge change in their attitudes a …Maybe on polls but I’ve personally seen a huge change in their attitudes and practises in the past 15 years and it’s all since Steve died. They’re not the company he moulder. Tim has undone so much good work and is a figures guy through and through. Only thing he cares about is politics and bottom lines


I had a problem with my iPhone X, it had a gap between the side edge and the front panel, went to the Apple store without booking an appointment, 2 hours later walked out with a brand new phone. No other company would do this... So yeah, Apple is still number 1 in customer service
sparklehedgehog9 h, 25 m ago

Yep!!! Instead of selling 2015 processors as the current £3k MacBook Pro


I think the reason they haven't upgraded is because the thermal solution on the Mac won't cope with a 6 Core Kaby Lake Refresh. As it is the 4 Core throttles
Can we also get refunds on the MacBook air?

Heat given, going to ring them now..

Thanks
sparklehedgehog10 h, 36 m ago

Shouldn’t have happened in the first place and much more to the point they …Shouldn’t have happened in the first place and much more to the point they shouldn’t have argued it for so long! They’re not the company they once were for service and warranty issues. They’ve become much more clinical and cold with willingness to fix or repair. Used to be second to none yet they’re getting worse as they’re getting richer which is the opposite to the moral direction they should be headed in now they can afford to be


Not sure I agree with this wholly. These things happen and so yes, they should step in an fix them, ad they are. In other cases, they seem very fair - just today they waived a £500 repair fee on my mac book pro display even though it was 4.5 yrs old, and bought in Japan. They said it would be a 7-10 day turnaround, but phone 8 hours later to say it was done. I am not sure what more they could have done...
So my MacBook is eligible but I’ve never noticed any problems! It also has stickers stuck on some of the keys (I put a keyboard protector on it). Now I’ll be noticing anything with the keyboard because I know such an issue exists
igvod188638 m ago

Not sure I agree with this wholly. These things happen and so yes, they …Not sure I agree with this wholly. These things happen and so yes, they should step in an fix them, ad they are. In other cases, they seem very fair - just today they waived a £500 repair fee on my mac book pro display even though it was 4.5 yrs old, and bought in Japan. They said it would be a 7-10 day turnaround, but phone 8 hours later to say it was done. I am not sure what more they could have done...


Well my MacBook Pro (£3k!) I bought from them directly in store in 2013 has a battery issue. It’s down to 72% capacity in under 400 charge cycles. They claim the battery is designed to be at least 80% after a minimum of 500 cycles yet they won’t touch it as out of warranty. Don’t wanna know. I have tried two different stores now. And to rub iodine into the wound they want to charge me just over £200 to fix it!

now I get they have warranty deadlines etc etc but when the product doesn’t live up to their own standards that’s a defective product from factory and clearly a bad battery, that’s their fault not mine and nothing I could have ever done to affect it. That’s a design or manufacturing issue therefore in my opinion their problem and should sort it. Yet nothing is going to be done by them. I’ve spent over £35k with them in the past 8-10 years and highlighted this yet they don’t want to know.
This is hardly incentivising me to purchase my next laptop from them and it’s silly on their part to drive high spending customers away.
waquzy2 h, 19 m ago

I had a problem with my iPhone X, it had a gap between the side edge and …I had a problem with my iPhone X, it had a gap between the side edge and the front panel, went to the Apple store without booking an appointment, 2 hours later walked out with a brand new phone. No other company would do this... So yeah, Apple is still number 1 in customer service


Read above
sparklehedgehog47 m ago

Well my MacBook Pro (£3k!) I bought from them directly in store in 2013 …Well my MacBook Pro (£3k!) I bought from them directly in store in 2013 has a battery issue. It’s down to 72% capacity in under 400 charge cycles. They claim the battery is designed to be at least 80% after a minimum of 500 cycles yet they won’t touch it as out of warranty. Don’t wanna know. I have tried two different stores now. And to rub iodine into the wound they want to charge me just over £200 to fix it!now I get they have warranty deadlines etc etc but when the product doesn’t live up to their own standards that’s a defective product from factory and clearly a bad battery, that’s their fault not mine and nothing I could have ever done to affect it. That’s a design or manufacturing issue therefore in my opinion their problem and should sort it. Yet nothing is going to be done by them. I’ve spent over £35k with them in the past 8-10 years and highlighted this yet they don’t want to know. This is hardly incentivising me to purchase my next laptop from them and it’s silly on their part to drive high spending customers away.


Just my 2 pence worth.....I have a MacBook 2016 just 36 charge cycles and battery needs replacing.
Battery issues occured whilst in warranty but was fobbed off as software issues affecting battery. Now that the laptop is out of warranty they now acknowledge the battery is fu*ked and software is ok and want £200 to replace knackered battery.
Apple service is not what it used to be. Buyer beware!!
Will they fit one to my iPad, the keyboard I want is 100£
How has repairing a defective laptop keyboard on an very expensive laptop for free managed to become a hot deal? On such a high end laptop this problem should never exist in the first place.
hussaiz132 m ago

Just my 2 pence worth.....I have a MacBook 2016 just 36 charge cycles and …Just my 2 pence worth.....I have a MacBook 2016 just 36 charge cycles and battery needs replacing. Battery issues occured whilst in warranty but was fobbed off as software issues affecting battery. Now that the laptop is out of warranty they now acknowledge the battery is fu*ked and software is ok and want £200 to replace knackered battery.Apple service is not what it used to be. Buyer beware!!


Snap
liamdaly7 h, 29 m ago

Will do thanks. I took it to the Watford store today and there is a 1-2 …Will do thanks. I took it to the Watford store today and there is a 1-2 week delay on parts so they’ll call me to drop it off. I wonder if the “liquid damage” was caused by an air canister their cleaning keyboard article suggests to do... who knows but I wasn’t too happy as I’ve only had the laptop since November 2017


Good luck. Keep me updated.
Louis Rossmann on YouTube was right again.
I had mine repaired under apple warranty, and I think my new keyboard is having the same issue again!
This is only a refund on the repair, which should have been free under warranty anyway:

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.

I had the repair, and my replacement keyboard is doing exactly the same again. They need to think of a solution.
whats the problem with these laptops? I havent heard anything about it, but my keyboard has recently stopped working and the battery says it needs replacing. My laptops one of the ones listed. What should i do?
LoveABargainAlways27th Jun

whats the problem with these laptops? I havent heard anything about it, …whats the problem with these laptops? I havent heard anything about it, but my keyboard has recently stopped working and the battery says it needs replacing. My laptops one of the ones listed. What should i do?


If it's in warranty the battery will be replaced along with keyboard if not it's going to be a uphill struggle to get the battery sorted.
Apple " should" fix the keyboard free of charge (regardless of warranty staus) if it's showing any of the above issues.
Apple isn't what it used to be in terms of customer service unfortunately.
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