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DrMacintosh

Apple now repairing MacBook keyboards in-store, promising next-day turnaround time

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Posted · Original PosterOP

Following 3 years and 3 generations of defective keyboards, Apple has finally given Apple stores the tools they need to perform keyboard repairs/replacements in-store. 

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Quote

Apple last week sent a memo to Apple store employees, explaining the new repair process. The memo was first obtained by MacRumors and is entitled “How to support Mac customers with keyboard-related repairs in store.” Apple explains that it has shipped additional service parts to stores to support on-site keyboard repairs.

Furthermore, Apple says that keyboard-related repairs should be prioritized, with stores aiming to provide next-day turnaround time. Here is the full memo:

That Memo says:

Quote

Most keyboard-related repairs will be required to be completed in store until further notice. Additional service parts have been shipped to stores to support the increased volume. 

 

These repairs should be prioritized to provide next-day turnaround time. When completing the repair, have the appropriate service guide open and carefully follow all repair steps.

This new policy follows the Keyboard replacement program, which Apple started to replace the keyboards on affected Macs for free, from Summer of last year. That program would require Apple to send your Mac to a repair facility and it would take about a week to get your machine back. 

 

This new repair policy is great news for those who have held off on getting their keyboards serviced because they could not afford to be without their Macs for a week. The next day turn arounds mean that people can now get their machines serviced on Saturday morning and pick it up and use it in time for work or school on time for Monday. 

 

Of note: Macs with 3rd gen. Keyboards (2018 MacBook Pros and the MacBook Air) are not eligible for this escalated repair at this time. 

 

Personally, I have not had any major issues that would warrant my sending my machine out or bringing it in. I've been able to resolve any "sticky keys" with a simple can of compressed air and I only have an intermittent double tap of my x key, which is hard to notice because X is literally the least used letter in the English language. Regardless, my experience does not discount the experiences of others, and I'm sure that those who have been affected by keyboard issues will welcome this new repair policy. 

 

Source: https://9to5mac.com/2019/04/23/macbook-keyboard-repair-program/


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Oh really? They are offering this service for the small percentage of users affected by this issue? Surely they wouldn't be admitting this was actually such a widespread issue that they needed to do this, right?

 


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Posted · Original PosterOP
1 minute ago, TetraSky said:

h really? They are offering this service for the small percentage of users affected by this issue?

That is the official position at this time, yes. 


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I work from home so I'm on my main desktop 95% of the time and work got me a 2016 Macbook pro 15" when they first came out.  I use it sporadically, but I noticed like 3-5 months ago that the spacebar, especially on the right side just doesn't work anymore.  I need to make an appointment to get it fixed, just stinks that the closes Apple store is like a 45 minute one way drive for me.

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3 hours ago, MrFixitBlankFace said:

Good for Apple to do that.

About time really.  

i struggle to praise them for something they should have been doing from the start, sending it away for a simple keyboard replacement is unacceptable.

 

out of curiosity @DrMacintosh what repairs do they actually do in store? i always hear about "oh we can't do that here, we have to send it away" which makes me wonder what in store repairs they do acctually do, because from the outside, it doens't seem like a lot.

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Posted · Original PosterOP
12 minutes ago, Arika S said:

out of curiosity @DrMacintosh what repairs do they actually do in store? i always hear about "oh we can't do that here, we have to send it away" which makes me wonder what in store repairs they do acctually do, because from the outside, it doens't seem like a lot.

Screen replacements/battery/home button/faceID replacements on iPhones and iPads, Mac display replacements if the model is in stock, storage repairs if the drive can be replaced, ram upgrades/dimm swaps. 

 

Some other things that ive probably missed too. 


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Posted · Original PosterOP
13 minutes ago, floofer said:

touchbar, keyboard, touchpad

The trackpad is actually a separate component.  


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Posted · Original PosterOP
Just now, floofer said:

Well they replace it as one IDK

Yeah for a keyboard replacement it’s less labor to just swap the whole top case. But if the trackpad died, they could replace just that. 


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You know, all this wouldn't be a thing if they, you know, actually designed the damn thing properly. 


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1 hour ago, floofer said:

The unibody design means the touchbar, keyboard, touchpad etc it’s all one unit. 

Should be done within 30 minutes (or did they started to glue the notebooks like tablets?). 

Still not a great design given that other notebooks can just swap them as CRU.

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Just now, James Evens said:

Should be done within 30 minutes (or did they started to glue the notebooks like tablets?). 

Still not a great design given that other notebooks can just swap them as CRU.

I don't mind them taking their time. MacBooks are built solid and well-designed unibody. You do need to take the logic board out I believe to swap the top piece. Could be wrong. Its an expensive machine, if someone needs more time to fix well and carefully - I don't mind. Its an excellent design, very small form factor and absurdly solid.

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7 hours ago, floofer said:

I don't mind them taking their time. MacBooks are built solid and well-designed unibody. You do need to take the logic board out I believe to swap the top piece. Could be wrong. Its an expensive machine, if someone needs more time to fix well and carefully - I don't mind. Its an excellent design, very small form factor and absurdly solid.

Not a very good design at all when the keyboard is plastic riveted into the chassis when screws should be used, on most other laptops the keyboard can be swapped within about an hour or less.

7 hours ago, James Evens said:

Should be done within 30 minutes (or did they started to glue the notebooks like tablets?). 

Still not a great design given that other notebooks can just swap them as CRU.

IIRC the batteries are glued in and it has to be carefully pried out to replace the trackpad.

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4 hours ago, Arika S said:

i struggle to praise them for something they should have been doing from the start, sending it away for a simple keyboard replacement is unacceptable.

 

Let's praise them, well done apple for giving a small percentage of users a 1 day turn around on a problem that should have been fixed for ALL users 3 bloody years ago.  🙄  Even $500 Acer's have a better after sales service record than this.

 

Imagine what some people would be saying if Samsung had of done this?  I can guarantee you it would not be "good for Samsung to do that".


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9 hours ago, James Evens said:

Wait. Apple need one day turn around for a keyboard replacement?

That's because they know they won't be able to keep up with demand!


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I would say good but also this is totally unacceptable from an engineering standpoint. They could have easily made the device thicker and NO ONE would have cared and it would have saved them all this money on repairs. Garbage


ƆԀ S₱▓Ɇ▓cs: i7 6ʇɥפᴉƎ00K (4.4ghz), Asus DeLuxe X99A II, GT҉X҉1҉0҉8҉0 Zotac Amp ExTrꍟꎭe),Si6F4Gb D🅾🅼🅸🅽🅰🆃🅾r PlatinUm, EVGA G2 Sǝʌǝᘉ5ᙣᙍᖇᓎᙎᗅᖶt, Phanteks Enthoo Primo, 3TB WD Black, 500gb 850 Evo, H100iGeeTeeX, Windows 10, K70 R̸̢̡̭͍͕̱̭̟̩̀̀̃́̃͒̈́̈́͑̑́̆͘͜ͅG̶̦̬͊́B̸͈̝̖͗̈́, G502, HyperX Cloud 2s, Asus MX34. פN∩SW∀S 960 EVO

Just keeping this here as a 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11 hours ago, TetraSky said:

Oh really? They are offering this service for the small percentage of users affected by this issue? Surely they wouldn't be admitting this was actually such a widespread issue that they needed to do this, right?

-snip

It's almost as if Apple's designs are garbage and people should stop buying them.

 

What's funnier is that the keyboard on most Dell laptops takes about 20 minutes to replace. Lenovo, maybe 30. Can't speak for HP.

 

That is, on laptops that aren't focusing on idiotically unnecessary levels of thinness.


Computer's don't make errors. What they do, they do on purpose. By now your name and particulars have been fed into every laptop, desktop, mainframe and supermarket scanner that collectively make up the global information conspiracy, otherwise known as The Beast.

 

You just be careful. Computers have already beaten the Communists at chess. Next thing you know, they'll be beating humans.

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I'd say this is an acknowledgment that the keyboard design has a problem, and that it's not just a "small number" affected (keeping in mind that many tech companies will insist a problem affects a "small number" of people no matter how common it is).  The third-gens probably aren't included just because Apple doesn't yet feel it has enough data to act.

 

 

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This really reads as "Apple finally doing what they should have for their glaring fuck up 3 years ago."


Please be aware that there may be visual artifacts left behind by the beta testing phase of development. If you see any such artifacts, we recommend that you do not interact with them; we'll weed them out eventually. There's no guarantee that we'll weed them out eventually.

 

 

 

 

 

 

 

Pyo.

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13 hours ago, DrMacintosh said:

I've been able to resolve any "sticky keys" with a simple can of compressed air and I only have an intermittent double tap of my x key,

Or better yet, Apple should just give up on the Butterfly keys and go back to the tried and tested scissor switches.


There is more that meets the eye
I see the soul that is inside

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2 minutes ago, captain_to_fire said:

Or better yet, Apple should just give up on the Butterfly keys and go back to the tried and tested scissor switches.

But that wpuld be Apple admitting it's a bad design.

 

 

And they NEVER have bad designs, it's always just being used wrong!

 

/s


Please be aware that there may be visual artifacts left behind by the beta testing phase of development. If you see any such artifacts, we recommend that you do not interact with them; we'll weed them out eventually. There's no guarantee that we'll weed them out eventually.

 

 

 

 

 

 

 

Pyo.

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1 minute ago, captain_to_fire said:

Or better yet, Apple should just give up on the Butterfly keys and go back to the tried and tested scissor switches.

The kicker is that they still use scissor switches on their desktop keyboards, and they don't really wobble or otherwise have issues.  I'm not sure if Apple will completely revert, but it can't just stay where it is now!

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