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303 posts

Ultimate Geek


#270277 2-May-2020 00:57
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I have a 2018 Macbook Pro purchased back in May 2019 but I'm having issues with keys repeating themselves (I'm constantly having to go back to delete my "double-space").

 

I also find that some keys don't travel as far as others and feel sticky. I've tried contacting Apple (since that's where I purchased the product from), but the customer service rep told me I had to drop it in to an authorised service provider. The issue is that I don't have an authorised service provider near my location.

 

What can I do? I'd prefer a refund so I could put the money towards another Mac, instead of a keyboard replacement.






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Uber Geek


  #2475063 2-May-2020 07:27
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Call Apple back and explain that you are nowhere near a service provider. I imagine they would send a courier to collect. As for getting a refund on a year old product for this sort of issue, I would think it unlikely. Sticky keyboards are more often caused by inadvertent user damage than any manufacturing issue, so it may not even be a warranty issue. If it is a manufacturing issue then a keyboard replacement is a fairly straightforward repair (even on macbooks where it may be integrated into a case component) so I would expect they would opt for that and don't think a refund would be offered.


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  #2475065 2-May-2020 07:39
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This was a known issue with the keyboards and a complete FAIL from Apple putting them into market

 

As above Apple will repair the issue for free


 
 
 
 


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  #2475071 2-May-2020 08:04
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Good point @Linux.

 

Here's the details on the repair program. https://support.apple.com/en-nz/keyboard-service-program-for-mac-notebooks

 

Contact Apple again as per the contact page and explain that you are nowhere near a repairer and ask them to have it collected.


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  #2475167 2-May-2020 10:54
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I’ve had my MacBook “repaired” 3x now. I’ve told Apple they’ve sold me a faulty product and admitted to it and they agreed to a full refund (however Covid happened which changed this for now). I’ve really looked after this MacBook and yet the sticky / non responsive key issue keeps occurring on it. Like seriously, this MacBook is immaculate.

I don’t think it is limited from being dirty around it etc. Try for a refund under the CGA “selling quality products or products fit for purpose” side of things and move on.




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  #2477487 6-May-2020 08:47
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According to Apple, an eligible MacBook can have either individual keys replaced or a whole new keyboard. Does anyone know whether the new keyboard is a new one the same old type - or a newer, different generation keyboard?





Sometimes I just sit and think. Other times I just sit.


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  #2477613 6-May-2020 10:00
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eracode:

 

According to Apple, an eligible MacBook can have either individual keys replaced or a whole new keyboard. Does anyone know whether the new keyboard is a new one the same old type - or a newer, different generation keyboard?

 

 

I remember reading somewhere that you might get the slightly revamped keyboard which has the extra layer of silicone underneath to prevent dust/debris from getting under the keys.

 

You won't however get the beautiful new Magic Keyboard from the latest MBP and MacBook Air (I've just bought a 2020 MBA to replace a 2016 MBP and the difference in the keyboard experience is night and day).

 

The whole butterfly mechanism was definitely one of Apple's biggest fails in the past few years, but at least they're putting it right with the replacement/repair programme etc.

 

Now if they would only get rid of the damn Touch Bar, I could maybe go back to a MBP!


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  #2477666 6-May-2020 11:02
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Ive had mine since the end of 2016, last year the 5 key would repeat so I got that repaired (at the same time as I got the screen repaired for flexgate, and also blown right speaker). They replaced the whole keyboard / top case.

 

A couple of other times before that some keys became a bit stuck but pressing/rubbing them solved it


 
 
 
 


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  #2477726 6-May-2020 12:24
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eracode:

 

According to Apple, an eligible MacBook can have either individual keys replaced or a whole new keyboard. Does anyone know whether the new keyboard is a new one the same old type - or a newer, different generation keyboard?

 

 

 

 

I think they put the 2019 keyboard on machines they fix. Which was an upgrade from the 2018 which was an upgrade from the 2016. The 2016/17 are not nice to use, the 2018 isn't so bad and is more reliable but still not faultless. Apparently the 2019 is slightly better again. I've got a 2018 personally, and a 16" with the Magic Keyboard for work, it's so so much nicer to use.


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  #2477768 6-May-2020 12:55
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Thanks for the helpful posts. Mine was bought in early 2017 but when I look up the serial number, it shows as ‘late 2016’. I have a couple of keys that require extra hit pressure to work.

 

I’m really only a casual user - it’s not as if I’m typing ‘all day, every day’ - but given comments by @lxsw20 above, I think I should follow up on this. I’ll talk to Service Plus in Penrose with a view to taking it in once Alert Level 2 kicks in.





Sometimes I just sit and think. Other times I just sit.


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  #2490148 23-May-2020 19:01
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eracode:

 

Thanks for the helpful posts. Mine was bought in early 2017 but when I look up the serial number, it shows as ‘late 2016’. I have a couple of keys that require extra hit pressure to work.

 

I’m really only a casual user - it’s not as if I’m typing ‘all day, every day’ - but given comments by @lxsw20 above, I think I should follow up on this. I’ll talk to Service Plus in Penrose with a view to taking it in once Alert Level 2 kicks in.

 

 

I took my MBP in to Service Plus on Wednesday morning. By Friday afternoon they had confirmed that they had completely replaced the ‘top body’ which is an integrated unit comprising the keyboard, touchpad and whole battery - and that it’s ready to be picked up.

 

Job’s a good ‘un.





Sometimes I just sit and think. Other times I just sit.


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