Widespread problems with keyboards in the newest MacBook models have prompted Apple to officially respond to customer complaints. Devices that show certain defects can be exchanged for a replacement. Here’s what Apple customers need to know now:

Which devices are affected by the exchange programme?

According to Apple, the problem concerns Macs with the so-called Butterfly keyboard. These especially flat keys have been inserted in MacBooks with a 12-inch display built from 2015 and in MacBook Pros sold since 2016 with 13-inch and 15-inch display screens and two or four Thunderbolt 3 connections.

What types of damages have been uncovered?

Unexpected character repetitions or characters that do not appear when pressed, in addition to high pressure resistance from individual keys and keys that do not respond consistently.

What do I do if I am affected?

Apple advises customers to first contact an authorised dealer or an Apple Store and make an appointment. Depending on the extent of damages, individual keys or even the entire keyboard will be switched out, Apple says. Exact information on the length of possible repairs has not been provided. It is also possible that customers will receive a replacement device. For this reason, users should save all their data before resorting to a technician. The easiest ways to do so are via Apple’s Time Machine program or with a USB hard drive.

What else do I need to know?

Repairs or exchanges are basically free of charge for the owners of affected devices. Still, Apple has pointed out that any other potential damages obstructing the repair service will first have to be repaired themselves. In that case, costs for the repairs could still occur for customers. In total, Apple said it wants to repair all affected models for up to four years after the original purchase in stores.

I have already solved the problem on my own costs. Can I get a refund?

Possibly. Anyone who has paid for a new keyboard or for repairs of models in the affected device generation can try to get their money back. Any affected customers here will have to contact Apple’s technical support team for that. — dpa



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