Petr Škuta Apple is changing its stance on repairing MacBook keyboards with a butterfly mechanism. Newly, repairs will no longer be sent to service centers, but devices will be repaired directly on site.
Internal staff at Apple Stores received instructions titled "How to provide in-store support to customers whose Macs are experiencing keyboard issues." Genius Bar technicians are advised that repairs should take place as a matter of priority and on-site, ideally within one working day.
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Until further notice, most keyboard-related repairs will be performed on-site. More components will be delivered to stores to cover the volume of repairs.
Repairs should be prioritized so that everything is resolved by the next day. When repairing the device, follow the relevant service manual and follow all steps carefully.
Apple has not provided any additional information to its employees. However, the company relies on a high level of customer satisfaction in the long term, which is why it has probably started to drastically reduce repair times and prioritize them.
The original keyboard repair time was between three and five business days, sometimes more. Apple sent the devices to service centers and back to the Apple Store. The repair directly on the spot is certainly a welcome acceleration, although it will not affect our region too much. Authorized sellers send the device to an authorized service center, which is Czech Service. The repair time thus depends on it and the availability of components that the technicians have in stock.
The MacBook keyboard repair program is not for new models
Cupertino is gradually changing its attitude towards keyboard problems. When the 12" MacBook with the first generation butterfly keyboard came out and the first customers with problems started coming in, they were rather ignored. Eventually, the same problems gradually appeared with MacBook Pros from 2016. The second-generation butterfly keyboard introduced with the computers in 2017 didn't help either.
After three lawsuits and loud customer dissatisfaction, Apple finally included laptops from 2015 to 2017 in the keyboard replacement program without having to pay the full price of the repair. Unfortunately problems are also reflected in the third generation of keyboards, which was supposed to be protected by a special membrane under the keys.
So even the 2018 models and the new MacBook Air did not avoid stuttering, skipping or false double key presses. Apple recently acknowledged the problem, but these new computers are not yet part of the extended warranty and keyboard replacement program.
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Source: MacRumors
Does it prioritize? My God... There were times when a basic prerequisite for a journalist's job was to know Czech.