Apple's service program for butterfly keyboard MacBooks, even out of warranty • Hacker News Board

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#71

Post by unicornfinder » Fri, Jul 05, 2019, 3:53 PM UTC

jacknews wrote: post #5

Add to that, that the keycaps break. They have teeny-tiny clips on the top edge, which just break after a while, and they just lift off, sticking to your finger, or just shift slightly, enough not to 'click' when you press them. I'm not a particularly heavy typist (though it sounds like it on the butterfly keyboard, compared to my previous 2013 macbbok pro), but I've now had about 8 keycaps replaced in the lasst year…

Yup I had this. At first I was able to fix it by bending the clips back but eventually they just kept popping off.

Took it to Apple and they replaced the top case but it took about a week and considering it's the machine I use to do work, it was frustrating.

I remember them saying to me something along the lines of, "is now an okay time to leave it with us?" and just sort of saying "well it's not like a better time is going to pop up" heh.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#72

Post by kshacker » Fri, Jul 05, 2019, 3:53 PM UTC

fadisaleh wrote: post #65

yborg wrote: post #64

Earlier quoted context omitted.

The reliability of these products was sacrificed before a golden idol of Jony Ive on the altar of Thin. I find it interesting that this program is announced more or less at the same time he announced his formal retirement from Apple. He did many fine designs for the company, but like any superstar, at some point they can do no wrong and it becomes impossible to criticize them within an organization.

This program has existed for over a year.

The year for which, according to WSJ, Mr Ive has "probably" not done any work for Apple.

... felt the need to quote "probably" because otherwise it will be missed in speed reading.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#73

Post by bradknowles » Fri, Jul 05, 2019, 3:57 PM UTC

pooya13 wrote: post #59

This was the case with my 2015 MacBook a couple of years ago. The “geniuses” were refusing to fix the keyboard free of charge until they realized I was aware of the law suite and their attitude suddenly changed to “we will fix it for free because we have a great customer support”. I garantee there are people who didn’t know better and paid for it. And I highly doubt that “it’s a small percentage of the customers” aff…

When you have millions of customers, even a "small percentage" is still a pretty large number.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#74

Post by panzagl » Fri, Jul 05, 2019, 3:59 PM UTC

My daughter wants a Macbook when she leaves for college next month- no Apple store within a 8-hour drive. Does anyone have experience getting this type of stuff fixed through whatever arrangement Apple has with a typical University? Is Applecare an absolute requirement in this type of situation?

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#75

Post by bradknowles » Fri, Jul 05, 2019, 4:02 PM UTC

mikaelsouza wrote: post #12

ramijames wrote: post #6

Earlier quoted context omitted.

My time isn't free. The fact that I have to deal with this at all makes me never want to buy another Mac and I have been a heavy user for at least 20 years. Super annoyed.

It is even worse when there are no Apple Store nerby, only Apple certified resellers, which is my case. The last time I had a problem with my MBP's screen, it took almost a month to be fixed. A failing keyboard is enough reason for me to wait for a version which they fix all these issues. Even if it only breaks for a "small percentage of users", it wouldn't be nice to wait almost a month without my work machine...

It depends on your reseller. Here in Austin, we have Austin MacWorks (see https://austinmacworks.com/).

Apple actually sends them hardware to be repaired that is so old that they can't fix it themselves, because they don't have the necessary spare parts and experienced technicians on staff. Both of their hardware technicians have over 30 years of experience repairing stuff, and have every single certification that Apple has.

For everything Austin MacWorks can't fix in-house, they are very good about getting that stuff out to depot and getting it back ASAP, and they will do your backups and restores for you, if necessary.

If I have a simple problem, I'm happy taking that to the Apple Genius bar directly. For everything else, I don't trust anyone but Austin MacWorks.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#76

Post by bradknowles » Fri, Jul 05, 2019, 4:06 PM UTC

breck wrote: post #26

52-6F-62 wrote: post #23

Earlier quoted context omitted.

There are a lot of refurb 2015 MBP's on the market since many people upgraded to newer machines. They're the last run before the butterfly keyboard, you can find up to 16GB memory and 512GB storage—some of them with dedicated video as well (if the 15" size is what you're after). And substantially cheaper than new models. Mind you I think this is t he run with the battery issue.....

I didn’t know there were 16GB options. I thought I got the best last generation MBA at 8gb and 512. It’s my primary machine and I still love it.

The only problem with the old hardware is that it can't go over 16GB of RAM. And over time, things have slowly gotten to the point where -- IMO -- even 16GB of RAM is no longer really enough for simple baseline usage.

If you want an Apple laptop with more than 16GB of RAM, then you don't have much in the way of options. This is a problem that has only been fixed with the latest generation of hardware.

So, you have to pick your poison.

But either way, at least it's not Windows, or PC hardware.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#77

Post by jonplackett » Fri, Jul 05, 2019, 4:11 PM UTC

panzagl wrote: post #74

My daughter wants a Macbook when she leaves for college next month- no Apple store within a 8-hour drive. Does anyone have experience getting this type of stuff fixed through whatever arrangement Apple has with a typical University? Is Applecare an absolute requirement in this type of situation?

If you can wait until September that’s the month some people predict there will be a new MacBook Air with a new type of keyboard that goes back to the original design.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#78

Post by eisa01 » Fri, Jul 05, 2019, 4:12 PM UTC

derefr wrote: post #52

BitwiseFool wrote: post #35

I'll be holding on to my 2012 MacBook Pro until they switch to a different kind of keyboard. If they don't, then I'm getting a Surface instead.

Unless you live far from any Apple Stores, shouldn’t this warranty program mean that you can upgrade without worry? These laptops effectively require “regular maintenance” (sort of like replacing balding tires on a car); but by buying one of the affected notebooks, you’re getting a free subscription to that maintenance. It’s like using a rental car long-term—whenever the tires wear out, you bring it back to the renta…

The warranty program is only for four years, while these computers last longer. My MBP from 2010 has been usable to this today. However, I just bought a used 2015 MBP to replace it, as that is the last model with a working keyboard and the possibility to upgrade the SSD aftermarket.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#79

Post by X-Istence » Fri, Jul 05, 2019, 4:14 PM UTC

panzagl wrote: post #74

My daughter wants a Macbook when she leaves for college next month- no Apple store within a 8-hour drive. Does anyone have experience getting this type of stuff fixed through whatever arrangement Apple has with a typical University? Is Applecare an absolute requirement in this type of situation?

Apple doesn't typically have an arrangement with a university. Apple does allow you to send the device in/get it shipped back to you though if there is an issue. There may also be a certified Apple repair store near your daughters university.

Re: Apple's service program for butterfly keyboard MacBooks, even out of warranty

#80

Post by X-Istence » Fri, Jul 05, 2019, 4:15 PM UTC

pathartl wrote: post #58

derefr wrote: post #52

Earlier quoted context omitted.

Unless you live far from any Apple Stores, shouldn’t this warranty program mean that you can upgrade without worry? These laptops effectively require “regular maintenance” (sort of like replacing balding tires on a car); but by buying one of the affected notebooks, you’re getting a free subscription to that maintenance. It’s like using a rental car long-term—whenever the tires wear out, you bring it back to the renta…

The problem is that Apple has often been replacing logic boards when this type of thing happens as well. Some people see it as a good thing, but it usually results in the complete wipe of data. Also there's obviously the idea where a keyboard shouldn't be failing after months of moderate use. Somehow, this seems to be a fairly modern problem as we've been making keyboards for 40+ years now.

> The problem is that Apple has often been replacing logic boards when this type of thing happens as well. Some people see it as a good thing, but it usually results in the complete wipe of data.

You should have backups anyway. Especially with Time Machine it's dead simple to keep good backups.