Apple has ordered that sticky MacBook keys be repaired fast enough that, whenever possible, the owner can get their computer back the next day.
The company says only a small number of its laptops develop keyboard problems, but clearly it’s feeling the heat from irate customers.
An internal Apple memo allegedly obtained by MacRumors says:
“Most keyboard-related repairs will be required to be completed in store until further notice. Additional service parts have been shipped to stores to support the increased volume. These repairs should be prioritized to provide next-day turnaround time.”
This memo was supposedly distributed last week.
The fix is in
MacBooks made over the last several years are prone to keys that stick, either so they become unresponsive or repeat letters. Last month, an official Apple spokesperson said, “We are aware that a small number of users are having issues with their third-generation butterfly keyboard and for that we are sorry. The vast majority of Mac notebook customers are having a positive experience with the new keyboard.”
The company will fix the problem when it crops up. The 1-year warranty is still in effect on both the 2018 MacBook Pro and MacBook Air. And Apple launched a Keyboard Service Program for MacBook and MacBook Pro last fall, offering free repairs for models going back to 2015.
Anyone having keyboard problems should take their MacBook to an Apple Store. Techs will try to remedy the issue, and if it persists they’ll put in a whole new keyboard.