Apple will now fix broken MacBook keyboards within a day, leaked memo suggests as problems continue
'These repairs should be prioritised,' Genius Bar employees are reported to have been told
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Your support makes all the difference.Apple is prioritising repairs to its controversial MacBook keyboards as it attempts to deal with concern about just how many of them are breaking.
When Apple introduced the new design for its MacBooks, they also brought a new keyboard design. The company said that the new mechanism would save space in the keys, allowing the laptop to be smaller and lighter.
But the new keys have proved controversial among users who say they are given to breaking, in many cases leaving them unable to type certain letters.
Now Apple has told its stores to ensure that the keys are fixed as quickly as possible, and to aim them done in a day, according to a leaked internal memo seen by Macrumors.
The keyboards will be dealt with at Apple Stores rather being shipped to an Apple repair centre elsewhere, the memo says. Stores have been sent additional parts to ensure that is done, the company suggests.
The leaked memo, which is titled "How to support Mac customers with keyboard-related repairs in store", lays out a series of steps in what appears to be Apple's response to the growing frustration with the fragility of the keys.
"These repairs should be prioritised to provide next-day turnaround time," the report reads. "When completing the repair, have the appropriate service guide open and carefully follow all repair steps."
Apple's memo did not explain the decision. But it comes amid growing frustration about the keys, and a seeming commitment on Apple's part to fix the problems.
Last month, Apple apologised to MacBook users over the problems.
"“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 then. "The vast majority of Mac notebook customers are having a positive experience with the new keyboard. If you have a problem, contact Apple customer service.”
Apple has started a worldwide service program that sees them fix MacBooks released as far back as 2015, even if the warranty has expired. It changed the design of the keys slightly in the 2018 MacBook, which seems to have led to reduced problems, though issues are still reported.
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