Conflicting information distributed inside Apple about reason for silicone MacBook Pro key...
A pair of documents covering Apple's service policies and procedures conflict on the reasoning for the silicone gasket around the key mechanisms in the new 2018 MacBook Pro.
Apple service providers are given details on how to handle repairs on a new product at about the same time as the product releases. One version of this document was cited by French website MacGeneration on Thursday morning, with that version from July 14, and possibly earlier, saying that the seal will also act to cut back on dust and debris entering the mechanism.
MacGeneration has no country of origin on its version of the documentation, but after talking to the publication about it, we believe the information provided came from a legitimate source.
Service documentation provided by MacGeneration
AppleInsider has access to the same documentation in the United States. Even after three revisions since publication, the U.S. documentation has never made such a claim that the gasket would "prevent debris from entering the butterfly mechanism," but retains identical language about the space bar replacement technique, as well as in the remainder of the captured document.
Apple's marketing copy has always maintained that the new keyboard is quieter, and has said nothing about it improving reliability.
There have been a number of cases where the butterfly key mechanism has caused keyboard issues for the 2016 and 2017 MacBook Pro, as well as the MacBook, including repeated characters, unresponsive keys, and other similar issues. The problems prompted Apple to launch a keyboard service program for the issue, with affected users able to receive free servicing on their notebooks.
The new keyboard is touted as being quieter while typing, likely in part due to the addition of a silicone membrane surrounding each butterfly mechanism. It is plausible the membrane could help prevent dust and debris from interfering with the mechanism, with the lower volume potentially being a side effect of its inclusion.
The membrane is not a perfect seal, however. There are gaps to allow the keycap to connect to the keyboard, and a larger one in the center of the cap.
The 2018 MacBook Pro keyboard, claimed by Apple to be quieter than the second and first-generation butterfly switch designs used in the 2016 and 2017 MacBook Pro and MacBook releases, won't be offered to owners of earlier models if they are brought into an Apple Store or an Apple Authorized Service Provider for servicing.
Confirmed by AppleInsider sources within Apple corporate not authorized to speak on behalf of the company, the earlier MacBook Pro units will receive the same keyboard design as they already have, not the new version. At this time, only the 2018 MacBook Pro will receive the new design if maintenance is required.
Apple service providers are given details on how to handle repairs on a new product at about the same time as the product releases. One version of this document was cited by French website MacGeneration on Thursday morning, with that version from July 14, and possibly earlier, saying that the seal will also act to cut back on dust and debris entering the mechanism.
MacGeneration has no country of origin on its version of the documentation, but after talking to the publication about it, we believe the information provided came from a legitimate source.
Service documentation provided by MacGeneration
AppleInsider has access to the same documentation in the United States. Even after three revisions since publication, the U.S. documentation has never made such a claim that the gasket would "prevent debris from entering the butterfly mechanism," but retains identical language about the space bar replacement technique, as well as in the remainder of the captured document.
Apple's marketing copy has always maintained that the new keyboard is quieter, and has said nothing about it improving reliability.
There have been a number of cases where the butterfly key mechanism has caused keyboard issues for the 2016 and 2017 MacBook Pro, as well as the MacBook, including repeated characters, unresponsive keys, and other similar issues. The problems prompted Apple to launch a keyboard service program for the issue, with affected users able to receive free servicing on their notebooks.
The new keyboard is touted as being quieter while typing, likely in part due to the addition of a silicone membrane surrounding each butterfly mechanism. It is plausible the membrane could help prevent dust and debris from interfering with the mechanism, with the lower volume potentially being a side effect of its inclusion.
The membrane is not a perfect seal, however. There are gaps to allow the keycap to connect to the keyboard, and a larger one in the center of the cap.
The 2018 MacBook Pro keyboard, claimed by Apple to be quieter than the second and first-generation butterfly switch designs used in the 2016 and 2017 MacBook Pro and MacBook releases, won't be offered to owners of earlier models if they are brought into an Apple Store or an Apple Authorized Service Provider for servicing.
Confirmed by AppleInsider sources within Apple corporate not authorized to speak on behalf of the company, the earlier MacBook Pro units will receive the same keyboard design as they already have, not the new version. At this time, only the 2018 MacBook Pro will receive the new design if maintenance is required.
Comments
I thought that when I first saw it. “That’s not going to keep out bits of Jaffa cake”
Maybe that’s why they’re not keen on saying it’ll keep out debris, because it might not in all cases.
I trust Apple more than most of the governments in the world and I don’t really trust Apple right now. My ATV stopped working for no reason. Decided against my plans to upgrade my MacBook. And will forgo the iPhone this year, breaking the 2 year schedule, after a battery replacement. Time to sit out and watch.
I do think the keyboard is concerning but it seems to be within acceptable limits. I just prefer the older version.
If it was possible, I’d rather have MacOS on Dell/HP hardware (business hardware not the consumer crap). Apple has done a great job on the iPhone & IPad and the OS in general, but they haven’t listened to their customers elsewhere.
I do think Apple has learned some lessons in the latest generation of laptops, but they need to get their Apple branded processors in laptops and workstations ASAP.
If you have one of the MacBook pros with this problem and are worried about the repair not lasting, or have had the repair and the problem has returned, a consumers way around them, would be to ask to replace your computer instead of repairing it with the same technology that might break again after the obligatory 90 day warranty is up.
You can cite previous quality programs like the MB pro Nvidia video card failure where Apple
replaced the logic board with the same generation logic board that failed to begin with.
Apple had many repeat repairs that, in some cases, the customer had to pay to have the repair repeated.
You can also cite how Apple did end up offering replacement computers when they were back logged with battery replacements for the 15" 2012 mbpro retinas last year.
Just remember to be civil when speaking with them and don't give up on your first "No" response.
Lawsuits.
I 'member.
I get the legalese around it for admitting it publically for the class action, it's all so silly though.