In order to make dealing with the dreaded MacBook keyboard problem a tad easier, the Cupertino technology company will now complete any keyboard-related MacBook or MacBook Pro repairs at its stores instead of shipping broken computers to off-site repair centers.
The change, spotted by MacRumors, should help alleviate some of the angst felt by people who must wait days, sometimes weeks, to have their laptop serviced. Titled “How to support Mac customers with keyboard-related repairs in store,” the memo was sent to Apple’s retail stores.
It reads as follows:
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. When completing the repair, have the appropriate service guide open and carefully follow all repair steps.
The notebook’s overall thinness and low-travel keyboard require replacing the whole top assembly to fix a single key. Because the butterfly keyboard has angered many customers, Apple is wise to avoid rubbing salt on their wound further with long turnaround times.
According to MacRumors, the turnaround time for MacBook and MacBook Pro repairs shipped to Apple’s off-site facilities has typically ranged between three to five business days, and sometimes longer. Apple said it’s sorry that “a small number of users” continue to experience issues with the butterfly keyboard mechanism.
The apology reads as follows:
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’s Authorized Service Providers are also officially sanctioned to complete free repairs under the service program.