Unreliable MacBook keyboards: Apple shelves repair program
For almost five years, Apple sold laptops with problem-prone keyboards – and repaired them free of charge. This has now come to an end.
MacBook Air and MacBook Pro with Apple's problematic Butterfly keyboard.
(Image: Mac & i)
Apple has ended the repair program for MacBook keyboards. Previously, the butterfly keyboard of certain model series could be replaced free of charge in the event of problems outside the warranty and guarantee period, sometimes several times. Depending on the model, the manufacturer usually replaced the entire top case of the laptop, including the battery. "The Apple service program you are looking for has ended," the support page now states. This also closes a dark chapter in Apple's laptop history, which has led to numerous user complaints and – in the USA – also class action lawsuits.
MacBooks with butterfly keyboard for several years
Introduced in 2015 with a 12-inch MacBook, the very flat butterfly keyboard with a short stroke caused discussions about the unfamiliar typing feel and relatively loud key clacking right from the start. The following year, Apple also integrated the keyboard into the new edition of the popular MacBook Pro series.
Subsequently, there were more and more reports of tangible problems with the keyboard, including frustrating typing errors: Certain keys refused to work, so that individual letters could no longer be typed – or instead led to unintentional double entry of the same character. Jammed keys and inconsistent keystrokes were also a regular source of annoyance. Apple originally recommended that disgruntled customers hold their MacBook at a certain angle and clean it with compressed air.
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Apple apology not until 2019
In 2018, the manufacturer then launched the now terminated keyboard repair program for MacBook, MacBook Pro and MacBook Air. A brief apology to customers only followed in 2019, with Apple always emphasizing that only a small proportion of users were affected by the problems. A US class action lawsuit was settled for a payment of 50 million US dollars. At the same time, the company made several improvements to the butterfly keyboards – with modest success.
MacBook models from 2020 onwards (as well as the 16-inch MacBook Pro from 2019) use a new keyboard that once again relies on a scissor mechanism and a longer stroke. This is considered reliable and there are no longer any major reports of problems.
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