repair program

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'repair program' How Tos

How to Get a MacBook or MacBook Pro Keyboard Repaired Free Under Apple's Service Program

Monday June 25, 2018 9:50 am PDT by Joe Rossignol
Apple has initiated a new worldwide service program offering free repairs of MacBook and MacBook models equipped with low-profile, butterfly mechanism keyboards, after the company determined that "a small percentage" of the keyboards may develop one or more of the following issues:Letters or characters repeat unexpectedly Letters or characters do not appear Key(s) feel "sticky" or do not respond in a consistent mannerApple or Apple Authorized Service Providers will service eligible MacBook and MacBook Pro keyboards free of charge. Apple says the process may involve the replacement of one or more keys or the whole keyboard. The following MacBook and MacBook Pro models are eligible for the program: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, 2016, Four Thunderbolt 3 Ports) MacBook Pro (15-­inch, 2016) MacBook Pro (13-­inch, 2017, Two Thunderbolt 3 Ports) MacBook Pro (13-­inch, 2017, Four Thunderbolt 3 Ports) MacBook Pro (15-­inch, 2017)All other MacBook, MacBook Air, and MacBook Pro models are not equipped with butterfly mechanism keyboards, and thus are ineligible. To identify your MacBook or MacBook Pro model to see if it is eligible for this program, click on the Apple logo in the top-left corner of the screen and select About This Mac. A window should open, and in the Overview tab, the model should be listed, such as MacBook Pro (15-inch, 2016). Apple or an Apple Authorized Service Provider will examine the
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'repair program' Articles

2018 and Newer MacBook Pro and MacBook Air Now Eligible for Apple's Keyboard Service Program

Tuesday May 21, 2019 9:59 am PDT by Joe Rossignol
Apple today extended its Keyboard Service Program to all MacBook, MacBook Air, and MacBook Pro models equipped with any generation of its butterfly mechanism keyboard, not long after apologizing over the issues. This means 2018 MacBook Air, 2018 MacBook Pro, or just-announced 2019 MacBook Pro models that experience keyboard issues such as sticky or inconsistently responding keys now qualify for free repairs up to four years after the original purchase date worldwide, regardless of warranty status. Eligible ModelsMacBook (Retina, 12-­inch, Early 2015) MacBook (Retina, 12­-inch, Early 2016) MacBook (Retina, 12-­inch, 2017) MacBook Air (Retina, 13-inch, 2018) 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) MacBook Pro (13-inch, 2018, Four Thunderbolt 3 Ports) MacBook Pro (15-­inch, 2018) MacBook Pro (13-inch, 2019, Four Thunderbolt 3 Ports) MacBook Pro (15-­inch, 2019)To address the underlying issues, Apple said it has changed the material in the 2019 MacBook Pro keyboard's butterfly mechanism to "substantially reduce problems that some users have seen," according to The Loop. The new keyboard
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Additional Details About Apple's New MacBook and MacBook Pro Keyboard Service Program

Monday June 25, 2018 7:55 am PDT by Joe Rossignol
Following a few years of anecdotal complaints, and no less than three lawsuits, Apple on Friday initiated a new worldwide service program offering free repairs of MacBook and MacBook models equipped with low-profile, butterfly mechanism keyboards, which have been a source of frustration for some customers. We've already reported about the service program in more detail, but the gist is that Apple and Apple Authorized Service Providers are now offering free repairs of affected 2015-and-later MacBook and 2016-and-later MacBook Pro models with sticky, unresponsive, or inconsistently functioning keys. Many questions have arisen since the program was announced, so we wanted to consolidate some additional information that we have gathered from Apple and other sources we have spoken with:Apple distributed an internal document on Friday with more information about the service program. It notes that keyboards damaged due to attempted repair are still eligible for free service under the program. If your MacBook or MacBook Pro has physical top case damage unrelated to the keyboard, it also remains eligible. As to be expected, if your MacBook or MacBook Pro keyboard has liquid damage, it is ineligible for the program. If a key press is not recognized, key presses feel abnormal or sticky, or keys are loose or missing, Apple has instructed its authorized service providers to clean or replace the affected keycaps if possible. Keycap replacement kits are available for English keyboards in ANSI and ISO layouts, along with British, French, German, Danish, Italian, Spanish,
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Apple Now Offering Free Repairs of 42mm Apple Watch Series 2 Models With Swollen Batteries

Saturday April 14, 2018 10:26 am PDT by Joe Rossignol
Apple will repair select Apple Watch Series 2 models that do not power on or have a swollen battery free of charge as part of a new service policy. An original Apple Watch with an expanded battery via Apple Support Communities "Apple has determined that under certain conditions, some Apple Watch Series 2 devices may not power on or they may experience an expanded battery," wrote Apple, in an internal document distributed to Apple Stores and Apple Authorized Service Providers on Friday and subsequently obtained by MacRumors. "Apple will service eligible devices free of charge," according to the document, numbered SN4534 in Apple's internal GSX portal. "Apple will authorize coverage for eligible devices for three years after the original date of purchase." The policy was issued in at least the United States, Canada, Mexico, and Europe, so it is likely a worldwide initiative where service providers are available. A swollen battery can prevent an Apple Watch from powering on or cause the display to burst open. Photos of the issue have been shared by customers in the Apple Support Communities and MacRumors forums in recent months, but the majority of the incidents are first-generation models released in 2015. Eligibility is limited to any 42mm-sized Apple Watch Series 2 models, including Sport, Edition, Hermès, and Nike+ variants, pending a visual-mechanical inspection, according to a companion document numbered OP1977. The warranty status of the Apple Watch does not affect coverage, the document states. This new policy does not apply to the original Apple
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Apple Extends Free Repairs of Anti-Reflective Coating on Select MacBook and MacBook Pro Models

Friday November 17, 2017 7:01 am PST by Joe Rossignol
Apple has extended free repairs of anti-reflective coating issues for select MacBook and MacBook Pro models. Apple has authorized coverage within four years from the original purchase date of affected models, according to an internal document distributed to Apple Authorized Service Providers and later obtained by MacRumors. Eligible models, listed below, qualify for a free display replacement within the four-year coverage period. Check your receipt to determine the exact purchase date of your MacBook or MacBook Pro. • MacBook Pro (13-inch, Early 2013) • MacBook Pro (15-inch, Early 2013) • MacBook Pro (13-inch, Late 2013) • MacBook Pro (15-inch, Late 2013) • MacBook Pro (13-inch, Mid 2014) • MacBook Pro (15-inch, Mid 2014) • MacBook Pro (13-inch, Early 2015) • MacBook Pro (15-inch, Mid 2015) • MacBook Pro (13-inch, 2016) • MacBook Pro (15-inch, 2016) • MacBook Pro (13-inch, 2017) • MacBook Pro (15-inch, 2017) • MacBook (12-inch, Early 2015) • MacBook (12-inch, Early 2016) • MacBook (12-inch, Early 2017)Apple's document states that all 2012 MacBook Pro models are no longer eligible since they were discontinued over four years ago. Apple previously confirmed to us that this repair program continues to be handled internally rather than being publicly announced. Affected customers can schedule a Genius Bar appointment at an Apple Store using the Apple Support app. Or, on the Get Support page, click Mac → Mac Notebooks → Hardware Issues → Display Issue and options should be presented to initiate a repair or contact Apple via phone, email, or
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Apple Says 2011 MacBook Pro No Longer Eligible For 'Video Issues' Repair Program

Saturday May 20, 2017 6:49 pm PDT by Joe Rossignol
Apple says the following models are no longer eligible for its MacBook Pro Repair Extension Program for Video Issues: • 15-inch, Early 2011 • 15-inch, Late 2011 • 17-inch, Early 2011 • 17-inch, Late 2011The following MacBook Pro models remain eligible, so long as they were purchased less than four years ago: • Retina, 15-inch, Mid 2012 • Retina, 15 inch, Early 2013Apple launched the repair program in February 2015 to address a "small percentage" of MacBook Pro models that "may exhibit distorted video, no video, or unexpected system restarts," allegedly due to faulty GPUs. The program expired on December 31, 2016, but it's still in effect for eligible models up to four years from their original date of sale. A support document on Apple's website says the affected models were sold between February 2011 and December 2013. Use the "Check Your Coverage" tool on Apple's website to determine if a particular model is eligible. The video issues impacted many customers, prompting a class-action lawsuit against Apple and an online petition with over 40,000 signatures. Affected users often experience visual banding or malfunctions on the screen, particularly when watching HD videos or using pro apps such as Final Cut Pro X. Apple will continue to repair Mid 2012 or Early 2013 models, free of charge. Affected customers can call an Apple Store to schedule a Genius Bar appointment, visit an Apple Authorized Service Provider, or call Apple Support and request a postage paid box to mail in the MacBook Pro to a local Apple Repair
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Apple Extended its MacBook Pro Anti-Reflective Coating Repair Program

Friday February 24, 2017 6:41 am PST by Joe Rossignol
If you purchased a 12-inch MacBook or MacBook Pro with Retina display and have experienced issues with the anti-reflective coating wearing off or delaminating, Apple may repair the notebook free of charge. Apple will replace Retina displays on eligible models purchased as far back as June 2012 until October 16, 2017, or within three years of the original date of purchase, whichever is longer. The program was extended to provide affected customers with a longer window of time to get their notebook serviced. The program has not been publicly announced, but Apple confirmed to MacRumors that repairs continue to be handled internally through AppleCare. Apple does not plan to announce the program publicly at this time, unlike its iPhone 6s battery replacement program and over a dozen others listed on its website. We recommend affected customers schedule a Genius Bar appointment at an Apple Store or contact Apple support by phone, online chat, or email. Click on "get help" on this page, and then select Mac > Mac notebooks > Hardware Issues > Display Issue and support options should be presented to you. Apple's support website will ask for your Mac's serial number, which can be found by clicking on the Apple logo in the top-left corner of the screen and clicking on About This Mac in the dropdown menu. Affected customers can also visit an Apple Authorized Service Provider to determine if their notebook is eligible for coverage. If you have already incurred out-of-warranty costs related to this issue, you may be eligible for a refund, which can be initiated by
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Apple Officially Ends iPod Nano Replacement Program, but Still Honoring Requests

Thursday January 19, 2017 8:45 am PST by Joe Rossignol
Apple recently removed its first-generation iPod nano replacement program from its support website, over five years after it started. MacRumors contacted a few Apple Authorized Service Providers that confirmed the program has indeed ended, and we were advised to contact Apple directly. Apple's support team initially informed us the program is no longer in place, but a senior AppleCare advisor honored the program after we escalated our request. In other words, if you still have a twelve-year-old iPod nano, you may be in luck still, but it could take some persistence to reach the right person. The replacement program was launched worldwide in November 2011 after Apple determined that, in very rare cases, the battery in the first-generation iPod nano may overheat and pose a safety risk. The manufacturing defect is limited to iPod nano models sold between September 2005 and December
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Apple Offering Refunds to Customers Who Paid for iMac Hinge Repairs

Tuesday November 29, 2016 7:57 am PST by Joe Rossignol
Apple will issue refunds to customers who previously paid for an iMac display hinge replacement or repair, according to a recently updated service document internally distributed to Apple Authorized Service Providers and obtained by MacRumors. These repairs could often cost upwards of $100 based on user complaints. Apple's service document acknowledges some 27-inch iMacs shipped between December 2012 and July 2014 may be affected by an issue with the display hinge, resulting in the screen no longer adjusting and continuously tilting forward. The issue appears to be limited to late 2012 and late 2013 models in particular. The issue has been frequently reported by dozens of users on the Apple Support Communities, MacRumors discussion forums, and elsewhere on the web, with a number of iMac owners describing a similar experience in which the hinge makes an audible popping or cracking sound and then stops working. The underlying problem appears to be the use of plastic washers in the hinge's spring mechanism, which are evidently not strong enough to support the weight of the iMac's display. In many cases, the washers eventually break under the load, causing the familiar popping sound reported by users. iMac hinge with plastic washers (Image: Mac Plus in Singapore) Apple Support Communities user Mr Mo-Fo:I was just sitting watching TV when there was a loud crack and my iMac screen suddenly tilted down - now the screen will not stay where it is tilted/positioned. I was not using the iMac at the time and it was not doing anything it just broke on its own. The Mac
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Apple Extends MacBook Pro Repair Extension Program for Video Issues Until December 31, 2016

Friday February 19, 2016 7:35 am PST by Joe Rossignol
Apple has extended its MacBook Pro Repair Extension Program for Video Issues until December 31, 2016, or four years from its original date of sale, according to a recently updated support document on its website. The program was previously set to expire next week, on February 27, 2016, or three years from the original date of sale. Apple launched the repair program exactly one year ago today to address select 15-inch and 17-inch MacBook Pro models, sold between February 2011 and February 2013, that have problems with distorted video, no video, or unexpected system restarts. Customers can look up their MacBook Pro model using Apple's "Check Coverage" online tool. Apple or an Apple Authorized Service Provider will continue to repair affected MacBook Pro models at no charge, and customers who already paid for an authorized repair can contact Apple to arrange reimbursement. Customers can bring their MacBook Pro to an Apple Store or AASP, or mail the notebook to a local Apple Repair Center. MacBook Pro video issues impacted a significant number of customers, prompting a class-action lawsuit against against Apple and an online petition with over 40,000 signatures. Affected MacBook Pro models often have visual banding or malfunctions on the screen, particularly when users are watching HD videos or using CPU-intensive software like the Adobe Creative Suite or Final Cut Pro. The issues stem from defective Nvidia and AMD GPUs that do not function correctly because of lead-free soldering that causes short circuiting and other problems, according to legal documents.
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Apple Launches Repair Program for Late 2013 Mac Pro Video Issues

Friday February 5, 2016 8:15 pm PST by Joe Rossignol
Apple today launched a new Repair Extension Program that addresses video issues on some late 2013 Mac Pro models, according to an internal notice obtained by MacRumors. Apple has determined that graphics cards in some late 2013 Mac Pros, manufactured between February 8, 2015 and April 11, 2015, may cause distorted video, no video, system instability, freezing, restarts, shut downs, or may prevent system start up. Apple or an Apple Authorized Service Provider will repair eligible Mac Pro models affected by the video issues free of charge until May 30, 2018. Apple lists a turnaround time of about 3-5 days. Apple says both graphics cards must be replaced on Mac Pros exhibiting any of the problems listed above. AMD's FirePro D500 (high-end model) and D700 (built-to-order) GPUs are affected. AMD's FirePro D300 GPU on the base Mac Pro is not listed. Customers can book an appointment with the Genius Bar at an Apple Store or visit an Apple Authorized Service Provider to determine if their Mac Pro is eligible for coverage. Unlike Apple's voluntary recall of some international AC wall adapters last week, Apple is unlikely to publicly announce this repair program on its support website, but it may contact some customers directly. A lengthy Apple Support Communities topic was posted about Mac Pro video issues in February 2015, and it has since amassed nearly 3,500 views and 50 replies from affected users. One customer claimed Apple agreed to replace his Mac Pro's graphics card after he contacted the company's support team about the issue. Apple also launched a repair
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Apple Extends iPhone 5 Sleep/Wake Button Replacement Program Until 2016

Monday March 9, 2015 6:59 am PDT by Mitchel Broussard
Apple recently updated its iPhone 5 Sleep/Wake Button Replacement Program page, as noted by Apfelpage [Google Translate], adding an additional year onto the service. This will allow customers with a malfunctioning iPhone 5 up to three years after purchase date to replace the sleep/wake button on the device. The service began last April when multiple reports surfaced concerning the iPhone 5's lock button only sporadically working, or ceasing to function altogether. The program allowed customers to enter their iPhone's serial number to confirm its eligibility and subsequently carry-in or mail-in their device to be fixed in 4-6 days. Image via iFixit The new extension brings an additional year of coverage onto the service for iPhone 5 users facing faulty sleep/wake buttons. As a few redditors have noted, the service may require replacing more than just the lock button. I had mine fixed through this program. They changed all the buttons and replaced my battery for free too. Once you get your phone back you can ask the guy at the apple store for the list of parts that were replaced. I think they have to replace a few things in order to get to the button.The company did the same for its iPhone 5 Battery Replacement Program last week, as spotted initially by iPhone in Canada. The program was set to expire on March 1, 2015, "or two years after the first retail sale of the unit." Apple added a third year onto the program, extending the iPhone 5's battery replacement program into 2016 as
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Apple Initiates Repair Program for 2011-2013 MacBook Pros With Video Issues

Thursday February 19, 2015 1:44 pm PST by Juli Clover
Apple has launched a repair program to fix MacBook Pro machines sold between February 2011 and February 2013 that have problems with distorted video, no video, or unexpected system restarts. As of February 20 in the United States and Canada (February 27 in other countries), users with affected machines will be able to visit an Apple Store or Apple Authorized Service Provider to receive repairs for their MacBook Pros at no charge. Customers will be able to bring their MacBook Pro to an Apple Store or service provider or send it in via mail for repairs. An affected MacBook Pro may display one or more of the following symptoms: -Distorted or scrambled video on the computer screen -No video on the computer screen (or external display) even though the computer is on -Computer restarts unexpectedlyAffected products include 15 and 17-inch MacBook Pro models manufactured in 2011 and 15-inch Retina MacBook Pro models manufactured between Mid 2012 and Early 2013. Users can see whether their computers are affected by using the "Check Your Coverage" tool on Apple's site. Apple is contacting customers who already paid to have their machines repaired either through Apple or an Apple Authorized Service Provider to arrange a reimbursement. The company asks customers who paid for a repair for the issue and did not receive an email to contact Apple. Apple will provide repairs until February 27, 2016, or three years from the MacBook's original date of sale, depending on which coverage period is longer. Some early and late-2011 MacBook Pro owners with discrete graphics cards
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