Apple has confessed some of its laptops are breaking too easily, offering to fix its custom-designed keyboards for free years after the initial warranty has expired.
The so-called ‘butterfly keyboard’ has received a flood of complaints after MacBook owners claimed keys would repeat unexpectedly, respond inconsistently, or stop working entirely on their notebooks.
The design of the keyboard means MacBook owners are unable to remove debris trapped underneath the keys at home.
As a result, Apple has announced it will be cover the costs of any keyboard replacements, and reimbursing those who have already footed the bill themselves.
The new keyboard service programme covers nine notebooks launched since 2015.
Apple has confessed that some of its laptops are experiencing faults with its keyboards, and is offering to fix them for free. The so-called ‘butterfly’ keyboard is prone to failure when debris gets underneath the keys, and it has emerged that there is no easy way to fix it.
Apple customers have long bemoaned the temperamental keyboards on the most recent MacBook models.
The Cupertino-based company has already been hit with three class-action lawsuits around the super-thin keyboards.
Apple first introduced the new keyboard design in 2015, with the launch of its 12-inch MacBook.
To accommodate a full-sizekeyboard into the small frame of the notebook, which measures just 0.35 cm (0.14 inch) at its thinnest point, Apple reduced the travel of the keys with its new ‘butterfly-mechanism’.
The company stated this new design helped to improve the stability of each key when it was depressed by the user.
However, it emerged the keyboard has a higher rate of failure than its predecessors.
Nine notebook models are covered in total, limited to the MacBook and MacBook Pro lines – the only models to receive the new butterfly mechanism keyboard.
Apple explicitly states: ‘No other Mac notebook models are part of this program.’
Customers who believe they are eligible for a repair should head to their nearest Apple Store, or Apple Authorised Service Provider.
Apple introduced the so-called butterfly keyboard in 2015, with the launch of its 12-inch MacBook. It has emerged the redesigned keyboard has a higher rate of failure than its predecessors, with Apple offering free out-of-warranty repairs for older models
They will assess whether the model is covered by the program, and whether the keyboard is the reason for the failure.
Apple cautions customers: ‘If your MacBook or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first.
‘In some cases, there may be a cost associated with the repair.’
During the keyboard service, technicians will decide whether the MacBook needs a single key replacement, multiple keys replaced or a totally new keyboard.
The whole process is expected to take around five days.
The support page that Apple posted describing the programme notes that devices will be supported for four years after the date of purchase, far longer than pre-existing Apple warranties or the AppleCare programme.
However, those who have an early 2015 MacBook only have six months or so to get a free keyboard replacement before the scheme no longer applies.
Before this programme came into affect, customers who were not covered by any warranty were forced to pay the repair cost themselves.
Some reports claim this was several hundreds of pounds.
However, Apple will now refund this cost under the scheme, noting ‘If you believe your MacBook or MacBook Pro was affected by this issue, and you paid to have your keyboard repaired, you can contact Apple about a refund.’
Nine models are covered in total, with Apple explicitly stating ‘No other Mac notebook models are part of this program.’ The support page that Apple posted describing the programme, notes that devices will be supported for four years after the date of purchase (Stock Image)
In a statement about the launch of the keyboard repair program, Apple stated that it was aware of a ‘small percentage’ of butterfly-design keyboards which have failed.
A spokesperson for the company said: ‘Today we launched a keyboard service program for our customers that covers a small percentage of keyboards in certain MacBook and MacBook Pro models which may exhibit one or more of the following behaviors: letters or characters that repeat unexpectedly or don’t appear when pressed or keys that feel “sticky” or aren’t responding in a consistent manner.
‘Apple or an Apple Authorised Service Provider will examine the customer’s device to verify eligibility and then perform the service free of charge.
‘Service may involve the replacement of one or more keys or the whole keyboard.’
This is the second technical issue in a matter of weeks that has led to Apple issuing refunds.
Last month the firm announced that if you paid for an iPhone battery replacement from Apple last year, you could be due a £54 ($50) refund.
Apple has been charging a discounted £25 ($29) for out-of-warranty replacement batteries for the iPhone 6 and newer models since December.
It dropped the price from the original £79 ($79) after admitting it used software updates to deliberately slow down some handsets with old batteries.
It claimed it wanted to prevent unexpected shutdowns, which can often occur when the processor tries to draw too much power from an older battery cell.
But its failure to tell users about slowing down of phones provoked widespread outcry, with many replacing their batteries at full price to improve performance.
Apple now says it will refund the difference to these users using credits.
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