Apple's apology for small amount of 2018 MacBook Pro keyboard failures still isn't enough
Issues with Apple's butterfly keyboard mechanism are again popping to the forefront, after a high-profile account in the Wall Street Journal about a failure in a 2018 model, and it is past time that Apple be more forceful about the issue.
A current MacBook Pro keyboard
The butterfly key switch in the MacBook has a history of reliability concerns from users ever since its introduction, which has resulted in a considerable rise in repair requests compared to models with older mechanisms. AppleInsider found out in April 2018 the failure rates were double that of previous mechanisms, indicating there likely will be issues with the design until Apple rethinks how it is implemented.
In an article for the Wall Street Journal by Joanna Stern, an incident of sticking keys prompted an exploration of the history of Apple keyboard issues, before drilling down to the core of the issue. Apple's butterfly mechanism is designed to have a small amount of "travel," the distance the key moves up and down when pressed, and that dust or other debris could gum up the mechanism to stop it from working.
The article notes Apple's addition of an "elastic membrane" to the mechanism to make the keys quieter and to "prevent stuff from getting inside it." While Apple has previously advised the third-generation keyboard is quieter, it did not extend improvements to reliability, with "no new engineering or tweaks" made to the mechanism.
Independent testing of the membrane has also put the suggestion the membrane would fix reliability flaws to rest. While small amounts of fine dust could be pushed to the edges, keeping the mechanism clear, increased levels of dust results in ingress through the layer and jamming the mechanism as before.
Apple has tended to avoid providing any assurances of improvements made to its keyboards, or the issue as a whole, typically offering responses stating it affects "a very small percentage of customers" and general statements relating to future enhancements.
Apple issued an apologetic statement to Stern and that small number of affected users, similar to what it has done in the past.
Given that the volumes of MacBook Pros sold per year over the range of the product line are static, this still points to a more reliable computer overall -- which is good considering that there are no user-replaceable parts.
We're not going to delve into the numbers today, but we will be talking about them more in April in a larger piece about the ridiculously named whatever-gates that pop up from time to time. However, as a preview of that examination, as we've collected more data, the keyboard failure percentages for the 2016 and 2017 are unchanged from the first year and beyond, and there has been no surge of people seeking repair after the repair program launched.
The 2018 model has a smaller data set, but the failure rate on the keyboards is lower than the 2016, and about the same as it was on the 2017, even with the membrane in question added for a more silent typing experience. This emphasizes Apple's previous statement on the matter, that the membrane was more for a quieter typing experience than anything else.
Since the MacBook Pro 2017 launched, the repair service data is very clear that the keyboards were different from a reliability standpoint, beyond any membrane on the later 2018. They certainly are on the outside, from a marking perspective, with the symbols on the control and option keys differing from previous.
Some of this issue remains a perception one, exacerbated by the Apple echo chamber which will be fired up again by Stern's report. Apple's "small percentage of users" afflicted by the problem still adds up to tens of thousands of complaints and service calls, and this is a loud group, as it should be. This is then amplified by social media -- which is the main reason why we collected the hard data in the first place, to see if there was actually an issue worth discussing.
It turns out there was a problem, and is still worth discussing. And, it is still one worthy of a repair program, and we'd like to see it extended to the 2018 keyboard as well. What it is not, though, is something that will impact every user of the machine, everywhere.
Again and still, from a user perspective, AppleInsider recommends that if you've got the problem in the 2016 and 2017 MacBook Pro, go get it fixed. If you've got it in your 2018, you're still under warranty.
Otherwise, let's hope that the repair program for the keyboard gets extended.
A current MacBook Pro keyboard
The butterfly key switch in the MacBook has a history of reliability concerns from users ever since its introduction, which has resulted in a considerable rise in repair requests compared to models with older mechanisms. AppleInsider found out in April 2018 the failure rates were double that of previous mechanisms, indicating there likely will be issues with the design until Apple rethinks how it is implemented.
In an article for the Wall Street Journal by Joanna Stern, an incident of sticking keys prompted an exploration of the history of Apple keyboard issues, before drilling down to the core of the issue. Apple's butterfly mechanism is designed to have a small amount of "travel," the distance the key moves up and down when pressed, and that dust or other debris could gum up the mechanism to stop it from working.
The article notes Apple's addition of an "elastic membrane" to the mechanism to make the keys quieter and to "prevent stuff from getting inside it." While Apple has previously advised the third-generation keyboard is quieter, it did not extend improvements to reliability, with "no new engineering or tweaks" made to the mechanism.
Independent testing of the membrane has also put the suggestion the membrane would fix reliability flaws to rest. While small amounts of fine dust could be pushed to the edges, keeping the mechanism clear, increased levels of dust results in ingress through the layer and jamming the mechanism as before.
Apple has tended to avoid providing any assurances of improvements made to its keyboards, or the issue as a whole, typically offering responses stating it affects "a very small percentage of customers" and general statements relating to future enhancements.
Apple issued an apologetic statement to Stern and that small number of affected users, similar to what it has done in the past.
Failure sticks around
We've been tracking the keyboard failure rates since 2016, and gone back to get the same data ranging all the way back to the 2012 MacBook Pro with Retina Display. Overall, the total number of service calls is lower for both the 2016 and 2017 MacBook Pro in their first years of service, versus the older models, even including the keyboard failures -- and not including Retina display coating de-lamination.Given that the volumes of MacBook Pros sold per year over the range of the product line are static, this still points to a more reliable computer overall -- which is good considering that there are no user-replaceable parts.
We're not going to delve into the numbers today, but we will be talking about them more in April in a larger piece about the ridiculously named whatever-gates that pop up from time to time. However, as a preview of that examination, as we've collected more data, the keyboard failure percentages for the 2016 and 2017 are unchanged from the first year and beyond, and there has been no surge of people seeking repair after the repair program launched.
The 2018 model has a smaller data set, but the failure rate on the keyboards is lower than the 2016, and about the same as it was on the 2017, even with the membrane in question added for a more silent typing experience. This emphasizes Apple's previous statement on the matter, that the membrane was more for a quieter typing experience than anything else.
Since the MacBook Pro 2017 launched, the repair service data is very clear that the keyboards were different from a reliability standpoint, beyond any membrane on the later 2018. They certainly are on the outside, from a marking perspective, with the symbols on the control and option keys differing from previous.
Some of this issue remains a perception one, exacerbated by the Apple echo chamber which will be fired up again by Stern's report. Apple's "small percentage of users" afflicted by the problem still adds up to tens of thousands of complaints and service calls, and this is a loud group, as it should be. This is then amplified by social media -- which is the main reason why we collected the hard data in the first place, to see if there was actually an issue worth discussing.
It turns out there was a problem, and is still worth discussing. And, it is still one worthy of a repair program, and we'd like to see it extended to the 2018 keyboard as well. What it is not, though, is something that will impact every user of the machine, everywhere.
Again and still, from a user perspective, AppleInsider recommends that if you've got the problem in the 2016 and 2017 MacBook Pro, go get it fixed. If you've got it in your 2018, you're still under warranty.
Otherwise, let's hope that the repair program for the keyboard gets extended.
Comments
https://daringfireball.net/linked/2019/03/27/strn-kyboard Devastating column from Joanna Stern on the continuing saga of the unreliable keyboards in Apple’s MacBook lineup. I consider these keyboards the worst products in Apple history. MacBooks should have the best keyboards in the industry; instead they’re the worst. They’re doing lasting harm to the reputation of the MacBook brand.
What I got from that is a small percentage of people who have recent MacBooks end up with keyboard problems, and those users should "go get it fixed."
Oh, and also, the small percentage of users who had problems with keyboards before 2016 was (perhaps) half the size.
And, for some reason Apple should "apologize" for not creating perfect, faultless devices.
Shrug. I have a 2016 MacBook Pro and I love it and am in the "large percentage" of users without a problem.
it's incredibly annoying to see Apple stand on stage and harp on about how much they love their customers, and especially 'loyal' customers, and then they won't give you the basic dignity of being honest with you after handing over thousands of dollars.
Again in the desire for excessive thinness, Apple has compromised a design. I certainly wouldn't get a Mac with a butterfly keyboard, and I'm disappointed the new iMacs have them.
I own both a 2016 MB 12” and a 2017 MB Pro 15” and both computers are plagued with frequent keyboard problems. I keep a case of canned air around to keep the keyboards working. I waste time every day cleaning the keyboards. It is a pain.
I’m a novelist and spend all day everyday typing on my notebooks. As a professional keyboard user, these keyboards are the worse keyboards I have ever used. I own a couple of 2013 era Apple MB Pros which have the best keyboards I’ve ever used. So I know Apple knows how to make a great keyboard.
Apple needs to take ownership of this problem and resolve it. Every computer does not have to be so thin, so anorexic that it no longer serves its purpose well. Anorexia is not sexy, it is unhealthy. I am heartbroken that Apple seems to be going down the path of selling slick over “it just works.” The entire reason I gave up on MS computers and went to Apple in 2011 was to save all the time I was losing to computer updates and upkeep. In my opinion, Apple is still better than MS, but not for long.
This MB keyboard fiasco is not a small inconsequential problem to those who experience it. There is a recall petition with over 35,680 signatures https://www.change.org/p/apple-apple-recall-macbook-pro-w-defective-keyboard-replace-with-different-working-keyboard
This is the third generation of the butterfly keyboard, and it is still failing in all the same ways. As engineers we usually call something like that a faulty architecture. Apple needs to change it, but are unable to do so I think due to the thickness with old keyboards.
Infact I am holding out on upgrading my pre-butterfly keyboard macbook pro, until apple fixes this issue once and for all.
The best keyboards currently out there are on lenovo laptops, and that is not something I am happy about and neither should apple be.
Looking forward to the report.
if Apple only count keyboard replacement, it Does not reflect the size of the problem
i switch to a MacBook retina 2017 and same story. Every once in a while, a key or more stop working then it come back after a few hour
I am retired but would definitely not be working all day with a keyboard like that.
I do have empathy for the people who are working on this problem with little recognition or appreciation because they are behind the "everything is cool" facade being projected at the executive level. However, iff this is truly an environmental issue that could have been detected during testing, say within an environment containing a continuous cloud of Cheeto dust and with periodic dousing with full strength sugary Mountain Dew, I would be disappointed that Apple's product quality loop is not considering a broad enough number and types of customer application scenarios. In other words, if their testers are wearing white gloves, they should be forced to take them off and have their knuckles whacked with a ruler by my grade school principal.
And to get relevant to the matter, you’re gonna borrow it to someone affected ?
Apple itself on a corporate level isn't cooperating in any way.