According to Apple, a "small percentage" of MacBook and MacBook Pro keyboards from 2015 through 2017 may exhibit these symptoms.
Apple says that customers can bring an affected MacBook or MacBook Pro to an Apple Store or an Apple Authorized Service Provider to receive repairs for free, with the type of service being determined after the keyboard has been checked.
Repairs may involve the replacement of one or more keys or the entire keyboard. Suitable MacBook and MacBook Pro models are listed below:
- MacBook (retina, 1
- MacBook (Retina, 12 inches, early 2016)
- MacBook (retina, 12 inches, 2017)
- MacBook Pro (13 inches), 2016, two Thunderbolt 3 ports)
- MacBook Pro (13 inches, 2017, two Thunderbolt 3 ports)
- MacBook Pro (13 inches, 2016, four Thunderbolt 3 ports)
- MacBook Pro (13 inches, 2017, four Thunderbolt 3 ports)
- MacBook Pro (15 inches, 2016)
- MacBook Pro (15 inches, 2017)
No other MacBook or MacBook Pro models are included in the program, but after the device's first sale, it covers four Years of approved MacBook and MacBook Pro models.
To initiate the repair process, customers should seek an Apple Authorized Service Provider, make an appointment at an Apple Store, or send the device to an Apple Repair Center after contacting Apple Support. Apple says if the affected MacBook or MacBook Pro has any damage that affects service, the issue must be resolved first.
Repair Documents for Apple Authorized Service Providers by MacRumor's suggest that Apple repair keyboards regardless of keyboard damage caused by keycap repairs or keyboard damage, but fluid damage and keyboard damage are unrelated keycap repair may require the customer to do extra work before keyboard repair can be initiated.
Customers who had keyboard problems but were forced to pay repair costs for damaged MacBook or MacBook Pro models can contact Apple to request a refund. In some cases, repairs for keyboard issues have been paid in excess of $ 500.
Apple's decision to offer a repair program follows increasing customer dissatisfaction with the error rate of first and second generation Butterfly keyboards in the 2015 and later MacBook models, and later in the MacBook Pro models in 2016 and later.
Customer complaints indicate that these models are more likely to experience problems than previous keyboards due to the flatter butterfly buttons, which use tie switches for more responsive response. The design of these keyboards can cause keys to fail when dust or other small particles enter the keys, resulting in the "sticky" and unresponsive keys Apple has described above.
Apple faces two potential class action lawsuits over the broken keyboards of recent MacBook and MacBook Pro models from customers forced to pay high prices for out-of-warranty repairs. Thousands of customers also signed a Change.org petition requesting Apple to fix the keyboard issues addressed by the new repair program.