All you know that Apple has launched a new worldwide service program offering repairs of MacBook and MacBook Pro models equipped with low-profile, butterfly mechanism keyboards. This happened just after the company determined that “a small percentage” of the equipped keyboards may develop one or more errors.
If you have one of the MacBooks or MacBook Pro models listed and having been experiencing issues as shown below are eligible for a free-of-charge repair as part of this program.
- Letters or characters repeat unexpectedly
- Letters or characters do not appear
- Key(s) feel “sticky” or do not respond in a consistent manner
Check out the steps below for more information.
Apple Authorized Service Providers will service eligible MacBook and MacBook Pro faulty keyboards free of charge. Apple says the process may involve the replacement of one or more keys or the whole keyboard.
Eligible MacBook and MacBook Pro models:
- 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)
Other MacBook, MacBook Air, and MacBook Pro models are not equipped with butterfly mechanism keyboards, and thus are ineligible.
To identify your faulty MacBook or MacBook Pro models 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 its Authorized Service Provider will first examine the MacBook or MacBook Pro prior to any service to verify that it is eligible for this program. If they find any damage on the notebook which impairs the service, the issue will need to be repaired first, and in some cases, there may be repair fees.
Before you step forward into the service program, you will need to know that Apple’s program is valid for four years after an eligible MacBook or MacBook Pro was originally purchased, meaning all of the models listed above remain eligible until at least April 10, 2019 – four years after the original 12-inch MacBook, the first model with a butterfly keyboard, was released.
Note: An eligible MacBook or MacBook Pro purchased today, would be eligible for coverage under this program until June 2022.
How to initiate a Free Repair
Via Apple Store or Apple Authorized Service Provider – Web
Step 1: Head on over to Apple’s Get Support page at getsupport.apple.com and Select Mac > Mac notebooks.
Step 2: Select “Hardware Issues” followed by “Keyboard not working as expected.”
Step 3: Select “Bring in for Repair“. Sign in with your Apple ID and select your own location – then sort out the results by Availability or Distance, depending on your preference.
Step 4: Select the Apple Store or Apple Authorized Reseller of your choice. And select a day and time slot for the appointment that suits you.
Step 5: Arrive with your affected MacBook to the chosen location with proof of ID and go through the process at the store.
Apple Store or Apple Authorized Service Provider via Apple Support App
Step 1: Download and launch the Apple Support app. Select Account in the app and sign in with the relevant Apple ID details (password).
Step 2: Tap on the “Get Support” tab. Choose the affected MacBook assigned to your account.
Step 3: Now, tap on “Hardware Issues” -> Keyboard not working as expected.
Step 4: Tap on the See all option and then choose to Bring in for Repair. Select an Apple Store or an Authorized Service Provider and then select a day and time slot for an appointment that you feel free.
Step 5: Take the affected MacBook or MacBook Pro to the chosen location with proof of ID and go through the process at the store.
Mail-in to Apple Repair Center
Step 1: Navigate to the Get Support Apple website at getsupport.com. Select Mac > Mac notebooks.
Step 2: Select Hardware Issues > Keyboard not working as expected.
Step 3: Tap on the option which says Talk to Apple Support Now or the Chat option to speak with someone related to Apple either directly on the telephone or via an online web-based chat.
Step 4: Inform the representative that you would like to mail in your affected MacBook or MacBook Pro to Apple’s repair center when chatting. Additional information will be given on how to do that.
Step 6: Follow those instructions as advised.
Apple’s internal document for this program that mail-in service will take five to seven business days to be completed. But it will vary depending upon the type of service and availability or replacement parts.
How To Initiate a Refund
If you have already paid to have their keyboard repaired prior to this program, can contact the company about a refund.
Step 1: Head on over to the “Get Support Apple website” at getsupport.apple.com. Select Mac > Mac Notebooks.
Step 2: Select “Hardware Issues” > Keyboard not working as expected.
Step 3: Select “Talk to Apple Support Now” or “Chat” to speak with an Apple support representative by phone or online chat.
Step 4: Tell that representative that you wish to have a refund because you believe your hardware is affected by the problem and that you already paid for a repair prior to this problem starting. Further instructions will be given as part on how to complete the refund process.
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