Apple's Butterfly Keyboard Repair Program for MacBooks is Nearly Over

[MacRumors]

Apple's long-running butterfly keyboard service program for MacBooks is ending soon, with only a few models still eligible for a free repair.

Below, we take a look back at Apple's butterfly keyboard problems that led to the program.

The Butterfly Keyboard

For much of the 2000s, MacBook keyboards had a traditional scissor switch mechanism. That changed in March 2015, when Apple released an ultra-thin 12-inch MacBook with a low-profile keyboard that used a new butterfly switch mechanism. While the keyboard fit in the 12-inch MacBook's thin enclosure, it is prone to issues, such as letters repeating unexpectedly or failing to appear when keys are pressed.

• Related: Apple's Butterfly Keyboards vs. Scissor Switch Keyboards

It was not until Apple updated the 13-inch and 15-inch MacBook Pro models with its second-generation butterfly keyboard in October 2016 that customers began to complain about sticky and unresponsive keys in earnest. Apple expanded the butterfly keyboard to the MacBook Air a few years later, leading to even more complaints.

The situation came to a head in May 2018, when Apple was hit with a class action lawsuit in the U.S. alleging that the company knew the butterfly keyboard was defective. An online petition about the issues that year gained nearly 43,000 signatures.

The Program

In June 2018, Apple launched a "Keyboard Service Program" worldwide after it determined that a "small percentage" of keyboards in certain MacBook, MacBook Air, and MacBook Pro models may exhibit one or more of the following behaviors:

• Letters or characters repeat unexpectedly
• Letters or characters do not appear
• Key(s) feel "sticky" or do not respond in a consistent manner

Apple and Apple Authorized Service Providers have been repairing eligible MacBook keyboards, free of charge, for up to four years after the first retail sale of the affected laptop. That window is nearly over, as all eligible models except the two 2019 versions of the 13-inch MacBook Pro were discontinued more than four years ago.

The butterfly switch mechanism for a 2018 MacBook Pro keyboard (iFixit)​

The list of all models that were eligible:

• MacBook (Retina, 12-inch, Early 2015)
• MacBook (Retina, 12-inch, Early 2016)
• MacBook (Retina, 12-inch, 2017)
• MacBook Air (Retina, 13-inch, 2018)
• MacBook Air (Retina, 13-inch, 2019)
• MacBook Pro (13-inch, 2016, Two Thunderbolt 3 Ports)
• MacBook Pro (13-inch, 2017, Two Thunderbolt 3 Ports)
• MacBook Pro (13-inch, 2019, Two Thunderbolt 3 ports)
• MacBook Pro (13-inch, 2016, Four Thunderbolt 3 Ports)
• MacBook Pro (13-inch, 2017, Four Thunderbolt 3 Ports)
• MacBook Pro (15-inch, 2016)
• MacBook Pro (15-inch, 2017)
• MacBook Pro (13-inch, 2018, Four Thunderbolt 3 Ports)
• MacBook Pro (15-inch, 2018)
• MacBook Pro (13-inch, 2019, Four Thunderbolt 3 Ports)
• MacBook Pro (15-inch, 2019)

Apple discontinued the 2019 model of the 13-inch MacBook Pro in November 2020, so some customers who own that laptop may still be eligible for a free keyboard repair until as late as November 2024, depending on when they purchased it. After that, the service program will be completely over, unless it is extended by Apple.

The Apology

In March 2019, Apple finally apologized about the keyboards.

"We are aware that a small number of users are having issues with their third-generation butterfly keyboard and for that we are sorry," an Apple spokesperson said, in a statement shared with The Wall Street Journal's Joanna Stern. "The vast majority of Mac notebook customers are having a positive experience with the new keyboard."

The Fix

Starting with the 16-inch MacBook Pro in November 2019, Apple ditched the butterfly keyboard and returned to using a scissor switch mechanism. The change was extended to the MacBook Air in March 2020, and to the 13-inch MacBook Pro in May 2020, marking the end of the problematic butterfly keyboard era for the Mac.

The Settlement

In July 2022, Apple agreed to pay $50 million to settle the U.S. class action lawsuit related to the butterfly keyboard issues. Affected customers who submitted a valid claim by the March 2023 deadline will receive a payment of between $50 and $395.

Article Link: Apple's Butterfly Keyboard Repair Program for MacBooks is Nearly Over

 

[Naraxus]

This thing was an absolute disaster from day one. Just a garbage garbage design.

 

[TMRJIJ]

I feel like I replaced over a hundred of those Top Cases. It just wasn't worth trying to swap a single keycap.

 

[hoodafoo]

I have a MacBook with this keyboard and never had an issue.. maybe it only applies to those disgusting enough to eat and compute at the same time?

 

[CalMin]

This thing was an absolute disaster from day one. Just a garbage garbage design.

A little harsh, but not unjustified. It was definitely form over function. I liked the clicky feeling, but it was just too loud.

My personal experience was that I had one machine repaired twice over this but three others that never showed it in the years that I had them . I still have another one a 2015 MacBook that still works fine today.

The one that failed twice was an often used with a dock setup. I left the laptop open 24/7 to use the display and I think that dust was constantly getting trapped in the keys. The others were used as laptops most of the time, so they were only open during use.

 

[icanhazmac]

Dumpster fire, now send me my check!

 

[Simplifier]

This keyboard was interesting (I initially liked the typing experience) and fun in the first few months, then it became an absolute nightmare, making my MacBook Air completely useless. I got it replaced once and the issue came back exactly the same.
So no, it wasn't "a small number of users". Apple took something that was working perfectly and made it far worse for the sake of changing things.

 

[oneMadRssn]

I liked the clicky feeling, but it was just too loud.

Same. I liked the feel a lot, but the noise level was too high. I think I had my fastest WPM on that keyboard.

 

[Royksöpp]

Get it fixed while you still can and sell it.

 

[tomtad]

Another Cook debacle

 

[sw1tcher]

I have a MacBook with this keyboard and never had an issue.. maybe it only applies to those disgusting enough to eat and compute at the same time?

So what you're saying is "The vast majority of Mac notebook customers are having a positive experience with the new keyboard."

 

[T'hain Esh Kelch]

Had my 12" Macbook keyboard replaced thrice. The last time they changed it to a 3. (?) generation one, with a membrane, which REALLY helped a lot. Not perfect, as I sit here needing to hammer down my space button, but it was definite an improvement. The more modern keyboards are much better to write on, so I am looking forward to finally upgrading to another M3 Macbook, the new Air.

 

[LeeW]

I have a MacBook with this keyboard and never had an issue.. maybe it only applies to those disgusting enough to eat and compute at the same time?

Yeah, I treated mine perfectly, I got two faulty keyboards.

 

[LV426]

Dumpster fire, now send me my check!

How's that gonna happen? It was a US class action suit. EU customers just threw their money away.

 

[insoft.uk]

The problem lay not with the keyboard itself, but with its compatibility in certain user environments. This particular keyboard was susceptible to dirt and crumbs slipping under the keys, leading to malfunctions.

While most MacBook users maintained clean keyboards and refrained from eating over them to prevent crumbs from infiltrating, other PC laptops boasted keys with sealed membrane contacts, rendering them immune to such issues. Apple's design, however, left the key switches exposed, allowing debris to become trapped.

Thus, the issue wasn't solely with the butterfly design, but rather with the exposed key switches. Fortunately, with the use of compressed air, one could often restore functionality to a malfunctioning key after clearing away the debris.

 

[icanhazmac]

How's that gonna happen? It was a US class action suit. EU customers just threw their money away.

I'm in the US.

 

[Bokito]

Simply those MacBooks were the worst MacBooks Apple ever made. I got the 2017-model from my employer. Aside from keyboard, the following problems arose:
- Sudden shutdowns after 4 years of use
- Battery got pretty bad, pretty early on (< 80% in 4y and <300 charges)
- One speaker sort of blew up
- Some USB ports could’t receive or deliver power from time to time (this is a problem I also experienced on my 2013 27” iMac)
- Graphics card was throttled very quick, probably some inferior cooling

And let’s not forget those MBPs also didn’t have MagSafe, HDMI or an SD card slot.

My employer ultimately gave up on those machines and we got M1Max machines early on and 2 years after the first one was brought into the office not a single one has shown a defect.

 

[thejadedmonkey]

I have a MacBook with this keyboard and never had an issue.. maybe it only applies to those disgusting enough to eat and compute at the same time?

Maybe. But I had a mac with the butterfly keyboard, a keyboard cover on it, and don't eat at it since it's a work machine and I don't eat at my desk. And I still got a replacement keyboard.

 

[icanhazmac]

The problem lay not with the keyboard itself, but with its compatibility in certain user environments. This particular keyboard was susceptible to dirt and crumbs slipping under the keys, leading to malfunctions.

While most MacBook users maintained clean keyboards and refrained from eating over them to prevent crumbs from infiltrating, other PC laptops boasted keys with sealed membrane contacts, rendering them immune to such issues. Apple's design, however, left the key switches exposed, allowing debris to become trapped.

Thus, the issue wasn't solely with the butterfly design, but rather with the exposed key switches. Fortunately, with the use of compressed air, one could often restore functionality to a malfunctioning key after clearing away the debris.

I believe that is an oversimplification. My 2017 had either 3 or 4 replacements and it spent half its time in clamshell and I do not eat over my keyboard. There were other suggestions regarding these failures and one of them was heat, and I did spend some time taxing the GPU.

 

[makeitrainnaren]

Anyone else still waiting on their $395 check???

 

[yesiamroy]

Any news on that Class Action payout? Filed my claim a year ago and crickets...

 

[Baritone_Guy]

Now this was a butterfly keyboard that worked. I used one. At the time IBM was legendary for their mobile keyboards.

IBM ThinkPad 701 - Wikipedia

en.m.wikipedia.org

 

[Spotlighter9]

Even if it was a "small number" (and it was not), how could someone rely on a computer whose keyboard might become unusable at any moment. Like buying a car where the steering wheel could randomly lock up. And the silence, the years of deafening silence from Apple...only to finally admit the issue. This gets me so steamed.

But the ultimate proof of failure is that the magically innovative Butterfly Keyboard is no longer in use.

Kept me from buying a new MBP for six years.

 

[dannyyankou]

I still have a MacBook with a butterfly keyboard from 2019. It's only 4.5 years old, so it would be disappointing if they ended this program so soon.

Side note, I'm still waiting on the keyboard settlement.

 

[dannyyankou]

I have a MacBook with this keyboard and never had an issue.. maybe it only applies to those disgusting enough to eat and compute at the same time?

Or maybe just because some people didn't have this problem doesn't mean it doesn't exist.

There's a difference between debris getting in a key cap, and the entire topcase having to be replaced because a key doesn't work properly.