Apple Now Prioritizing MacBook Keyboard Repairs With Quoted Next-Day Turnaround Time

Apple has indicated that most MacBook and MacBook Pro keyboard repairs will be required to be completed at Apple Stores until further notice, rather than being shipped to an off-site Apple repair center, according to an internal memo shared with Apple Store employees last week and obtained by MacRumors.

13inchmacbookprokeyboard
Apple's memo, titled "How to support Mac customers with keyboard-related repairs in store," advises Genius Bar technicians that these keyboard repairs should be "prioritized to provide next-day turnaround time":

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.

Apple did not provide a reason for this change, but the company is known for customer satisfaction, so it could be trying to speed up the process a bit to alleviate frustration.

The turnaround time for MacBook and MacBook Pro repairs shipped to Apple's off-site facilities has typically ranged between three to five business days, and sometimes longer, so next-day turnaround would be much more convenient for customers if Genius Bars can actually fulfill that ambitious timeframe.

Shortly after the 2015 MacBook and 2016 MacBook Pro were released with lower-profile butterfly mechanism keyboards, complaints began to emerge about "sticky" keys causing repeating letters and other inconsistent behavior during routine use. In more severe cases, keys pop out of position or stop working altogether.

scissor vs butterfly
Following a few years of anecdotal complaints, and no less than three lawsuits, Apple finally initiated a worldwide service program offering free repairs of 12-inch MacBook models released between 2015 and 2017 and MacBook Pro models released in 2016 and 2017 for customers with expired warranty coverage.

That program remains in effect, but Apple has yet to extend free repairs to the still-under-warranty 2018 MacBook Pro or 2018 MacBook Air, which are still prone to keyboard issues to a lesser extent – despite both having third-generation butterfly keyboards with a silicone membrane designed to mitigate the issues.

ifixitbutterflykeyboardteardown

2018 MacBook Pro keyboard with silicone membrane via iFixit

The Wall Street Journal's Joanna Stern recently brought some attention to the continued keyboard issues, prompting Apple to apologize:

We are aware that a small number of users are having issues with their third-generation butterfly keyboard and for that we are sorry. The vast majority of Mac notebook customers are having a positive experience with the new keyboard.

Affected customers should visit Apple's Get Support page to book an appointment with a Genius Bar or an Apple Authorized Service Provider, who are also authorized to complete free repairs under Apple's service program.

Related Roundups: MacBook Pro 13", MacBook Pro 16"

Top Rated Comments

QCassidy352 Avatar
25 months ago
Just go back to the scissor mechanism. Please stop doubling down on what was an obvious and serious mistake.
Score: 65 Votes (Like | Disagree)
Pepe4life Avatar
25 months ago
One of the most disgraceful and biggest hardware f*** ups in apple’s history
Score: 39 Votes (Like | Disagree)
Scooby_Snacks Avatar
25 months ago
What a fiasco. All in the name of getting the thinnest computer possible. Perfect example of prioritizing form over function. Mac users are busy professionals and need a MacBook that can help us be more productive and make more money from our businesses - not something that looks pretty.
Score: 29 Votes (Like | Disagree)
JustinRP37 Avatar
25 months ago
Maybe they will soon go to the dental method of scheduling you in 6-month intervals for keyboard servicing. "We are replacing the faulty keyboard with the exact same keyboard, would you like to schedule your 6-month keyboard swap today?"
Score: 29 Votes (Like | Disagree)
ActionableMango Avatar
25 months ago

You won't get this level of customer care from a Samsung, Dell or HP.
Samsung, Dell, and HP keyboards actually work in the first place.
Score: 22 Votes (Like | Disagree)
groove-agent Avatar
25 months ago
This is why I love Apple.
They are always working to put customers first.
You won't get this level of customer care from a Samsung, Dell or HP.
This must be a trolling post or you're extremely naive. Apple puts customers first when they have bad PR or are caught with their hand in the cookie jar. Apple puts $$$ first.

Think of how long they DENIED the keyboard problems and forced customers to pay for the $350+ repair. During this I had an Apple store salesperson lie to me to my face there was any problem at all saying they haven't even heard of any issues. It wasn't until that huge petition and bad PR they started doing something about it.

"Samsung, Dell, or HP" wouldn't likely have this giant debacle in the first place. I could replace my keyboard on my Dell XPS with a $20 part within 5 minutes.
Score: 19 Votes (Like | Disagree)

Top Stories

bloodoxygenapplewatch

Apple Watch Series 7 to Gain Breakthrough New Health Feature

Friday March 5, 2021 5:34 am PST by
Apple is reportedly planning to bring a new, first-of-its-kind health technology to the Apple Watch Series 7, in what could be a breakthrough for managing conditions such as diabetes more easily. According to a recent report from ETNews, the Apple Watch Series 7 will feature blood glucose monitoring via a non-invasive optical sensor. Measuring blood glucose levels, also known as blood...
apple transfer google photos 1

Apple Launches Service for Transferring iCloud Photos and Videos to Google Photos

Wednesday March 3, 2021 12:04 pm PST by
Apple this week introduced a new service that's designed to make it quick and easy for iCloud users to transfer their stored photos and videos to Google Photos. As outlined in an Apple support document, you can go to Apple's privacy website and sign in to see the "Transfer a copy of your data" option. If you select this and go through all the steps, Apple will transfer your iCloud photos and ...
imac pro featured black

Apple Confirms iMac Pro Will Be Discontinued When Supplies Run Out, Recommends 27-Inch iMac

Saturday March 6, 2021 7:33 am PST by
Apple on late Friday evening added a "while supplies last" notice to its iMac Pro product page worldwide, and removed all upgrade options for the computer, leaving only the standard configuration available to order for now. We've since confirmed with Apple that when supplies run out, the iMac Pro will no longer be available whatsoever. Apple says the latest 27-inch iMac introduced in August...
Oled iPads and MackBook Pro

OLED 10.9-Inch iPad Rumored for Early 2022, 12.9-Inch iPad Pro and 16-Inch MacBook Pro Could Follow

Thursday March 4, 2021 8:37 pm PST by
Earlier today, DigiTimes shared a preview of an upcoming report claiming that Apple is working on both iPad and Mac notebook models with OLED displays that could launch starting in 2022. The full report from DigiTimes is now available, and it includes several new alleged details about Apple's plans. According to the report, the first of these devices to adopt an OLED display is likely to be...
apple products refurbished store banner

Class Action Lawsuit Over Apple Providing Refurbished Replacement Devices Proceeding to Trial in August

Friday March 5, 2021 9:53 am PST by
Initially filed in 2016, a class action lawsuit that accuses Apple of violating the Magnusson-Moss Warranty Act, Song-Beverly Consumer Warranty Act, and other U.S. laws by providing customers with refurbished replacement devices is set to proceed to trial August 16, according to a notice this week from law firm Hagens Berman Sobol Shapiro LLP. Apple's repair terms and conditions state that,...
iPhone 13 Notch Feature2

iPhone 13 Rumor Recap: Smaller Notch, Larger Batteries, 120Hz for Pro Models, Improved 5G, Wi-Fi 6E, and More

Friday March 5, 2021 8:20 am PST by
While we are likely at least six months away from Apple unveiling the so-called iPhone 13 lineup, rumors about the devices are starting to accumulate, so we've put together this recap of everything that is expected so far. The upcoming iPhone 13 lineup will consist of the same four models and the same screen sizes as the iPhone 12 lineup, according to reputable analyst Ming-Chi Kuo,...
maxresdefault

What's on Your iPhone Home Screen?

Thursday March 4, 2021 10:31 am PST by
Over on our YouTube channel, MacRumors videographer Dan has a new video up where he shares his Home Screen, wallpaper, and all of his current favorite widgets. Subscribe to the MacRumors YouTube channel for more videos. Check out Dan's video to see his setup, and then comment below and show us your own Home Screens. It's always fun to see other peoples' Home Screens, and with widgets and...
OLED iPad Pro and MacBook Pro

iPad and MacBook Models With OLED Displays Rumored to Launch in 2022

Thursday March 4, 2021 8:19 am PST by
Apple plans to release new iPad and MacBook models with OLED displays in 2022, according to industry sources cited by Taiwanese supply chain publication DigiTimes. The information was shared in the site's paywalled "Before Going to Press" section, so there are no further details yet, but the full report should be released by tomorrow. Apple has gradually increased its adoption of OLED...
Top Stories 48

Top Stories: iPhone 13 Leaks, OLED iPads and Macs, New AirTags Evidence

Saturday March 6, 2021 6:00 am PST by
iPhone rumors are heating up, with noted analyst Ming-Chi Kuo this week releasing a wide-ranging report outlining his expectations for the iPhone lineup over the next three years. This week also saw rumors about OLED displays potentially coming to iPad and Mac starting next year, increasing signs of AirTags functionality in iOS 14.5 betas, and more, so check out all of the details below! i...
imac pro while supplies last

iMac Pro No Longer Custom Configurable, Available 'While Supplies Last'

Friday March 5, 2021 10:14 pm PST by
Apple appears to be on the verge of discontinuing the iMac Pro, with the store page for the high-end all-in-one Mac including a "While supplies last" tagline and only the base model with no custom configurations available for purchase. The iMac Pro launched in December 2017, and while there have been a few tweaks to the available configurations over the years, it has received no substantial...