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A titan of tech and industrial innovation has been laid low by a mere speck of dust. Last week, that they were extending the warranty on their flagship laptop’s keyboard to four years.

As it turns out, the initial run of these keyboards, described by Jony Ive as thin, precise, and “sturdy,” has been magnificently prone to failure. The Timeline. March, 2015: Apple introduces butterfly keys in the. October, 2016: Apple introduces butterfly 2.0 in the Late 2016 MacBook Pro.

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We note in, “The keycaps are a little taller at the edges, making keys easier to find with your fingers. The switches have likewise gained some heft.”. Late 2017: Keyboard complaints begin to roll in. June 2018: Apple announces The first-gen butterfly keyboard showed up in 2015, but the real root of the problem dates back to 2012 in the very first Retina MacBook Pro. That radical redesign replaced their rugged, modular workhorse with a slimmed-down frame and first-of-its-kind retina display. And a battery glued to the keyboard. The new notebook was universally applauded by tech pundits, with one notable exception: my team at iFixit.

Unlike the rest of the tech media, we don’t judge products for their release-day usability or aesthetics—we focus on what will happen when the device (inevitably) fails. How time-consuming (and therefore expensive) is it to open? Can broken components be replaced individually, or will you have to swap out more expensive larger modules? Our score provides a consumer with an educated guess of repair costs before they buy the product. In our eyes, the new design was a repairability flop. We downgraded Apple from a seven-out-of-ten to a two. The subsequent 2013 update sent the MacBook line into a freefall, earning a mere 1/10—the lowest a notebook had ever earned at that point.

They haven’t recovered since. Apple has shipped two iterations of the butterfly mechanism. The 2.0 variant seems to handle dust a bit better, but had been on the market for a year before the volume of complaints reached a fever pitch. Anyone who has paid Apple to swap out their upper case in the last two years has most likely gotten the newer design. As far as we know, Apple’s new warranty replacements are unchanged—if they had improved, you’d think Apple would mention it—but we haven’t analyzed any units that have shipped in the last few weeks. (If we can get our hands on one, I’ll update this.) No Margin for Error The basic flaw is that these ultra-thin keys are easily paralyzed by particulate matter.

Dust can block the keycap from pressing the switch, or disable the return mechanism. I’ll show you how in a minute. The heroine at the center of this story is, an editor for The Outline who has reported extensively on this issue since her computer last year.

Her research found that “while some keys can be very delicately removed, the spacebar breaks every single time anyone, including a professional, tries to remove it.” So you can’t switch key caps. And it gets worse. The keyboard itself can’t simply be swapped out.

You can’t even swap out the upper case containing the keyboard on its own. You also have to replace the glued-in battery, trackpad, and speakers at the same time.

For Apple’s service team, the entire upper half of the laptop is a single component. That’s why Apple has been charging through the nose and taking forever on these repairs. And that’s why it’s such a big deal—for customers and for shareholders—that Apple is extending the warranty. It’s a damned expensive way to dust a laptop. Let’s take a look and see what’s actually going on.

We put a keycap under a microscope and injected a grain of sand so you can see how this happens. The grain is in the bottom right corner, and it’s completely blocking the key press action. It’s very challenging to remove it with compressed air. The particle wedges underneath the butterfly lever, preventing it from depressing. With the space bar, there’s virtually no way to remove the key cap without destroying the key. And since the keyboard is part of the monolithic upper case, a single mote can render the computer useless.

Traditional key caps are more resilient to dust, and can be removed and individually repaired as necessary. But of course, they’re not 40% thinner. Thin may be in, but it has tradeoffs. Ask any Touch Bar owner if they would trade a tenth of a millimeter for a more reliable keyboard.

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No one who has followed instructing them to shake their laptop at a 75 degree angle and spray their keyboard with air in a precise zig-zag pattern will quibble over a slightly thicker design. This is design anorexia: making a product slimmer and slimmer at the cost of, and the. A repairable pro laptop is not an unreasonable ask.

Apple has a history of great keyboards—they know how to make them. There are very successful laptop manufacturers who on our repairability scale. Apple fans are already making noise about the dearth of new Macs, especially upgradable options for professionals. Fortunately, Apple seems to be listening with their new warranty program. Which brings us back to the point. Why did it take so long, and so many complaints, for the repair program to be put in place? Why do you need to send your MacBook Pro away for upwards of a week for a repair?

That’s easy: because Apple made their product hard for them to repair, too. Apple’s new warranty program is going to cost them a lot of money. Apple’s profit on every machine that they warranty under this new program has been decimated. There is a real business impact caused by unrepairable product design. Samsung recently had a similar experience with the. Yes, the battery problem was a manufacturing defect. But if the battery had been easy to replace, they could have recalled just the batteries instead of the entire phone.

It was a $5 billion design mistake. But this isn’t just about warranty cost—there is a loud outcry for reliable, long-lasting, upgradeable machines. Just look at the for the six-year-old 2012 MacBook Pro—the last fully upgradeable notebook Apple made. I use one myself, and I love it.

Apple can do better. Let’s start with a slightly thicker, more robust keyboard. Butterfly 3.0, we’re waiting for you. In the meantime, let’s give some other companies a shot. Dell and HP have gorgeous, reliable, repairable flagship laptops that are getting. Right now, I think they’ve done more to earn your business than Apple has.

Frodo Baggins How about when they kept releasing MacBook Pros without enough holes to let the hot air out until the GPU chips began to fail? It’s pretty clear Steve built up the ego of a certain industrial designer while promoting him to the top –and he told everyone all the time how that designer could do no wrong, thereby removing any incentive that any engineer (even at the Veep level) would risk their career challenging the designs. /s/ Besides, people were hanging on to their Mac laptops for way too long and a little built-in obsolescence shouldn’t hurt people with enough money to buy such aspirational luxury items anyway, right? Billy Einkamerer I handed my Mac in to Apple in South Africa for this very problem. I’m seeing if they allow it to go under the warrantee, because in trying to fix my M key that stopped working because of dust, I managed to damage the little clips, so the key is loose. I was told by the assistance who received the Mac that this probably voided my warrantee. I argued that even if they left the M key, all the other keys were problematic.

He didn’t look too positive about this. Really, the keyboard has made me want to downgrade back to my previous MacBook Pro, and also consider Windows and Linux alternatives. Bill Davis Unless they make at least the MacBook Pros upgradable, I have bought my last Mac. After 34 years of using them.

I would have to pay $4000 to replace my current 2011 MBP with a current model with equal or better specsand since they got MORE expensive recently and LESS upgradable, I would have to max out the hardware so I don’t have to spend another $4k in two or three years. This is ridiculous. Fire Jon Ive. Or cut your prices in HALF if you want them to be non-upgradable.

Preferably both. Frank The problem with this assessment is that the author blames the thinning of the computer for the poor keyboard. The MacBook Air has been out since 2010 in an even thinner design and has a fully functioning keyboard that is not brought to its knees by a grain of sand. I realize that the MBA keyboard takes up a little more space and that in order to keep the MBP the same thickness they would have to give up some battery, but the point is, you can have both thin and a good keyboard. Making it thicker is not the only solution. Also, I have a feeling that if they worked at it, they could come up with a functioning keyboard either as thin or close to the thinness of the current MBP keyboard. This is just a bad design.

I have six Macs of various ages and three PC designs. For the money, it’s just no comparison – PC and the options, features, customization. I love the Genius Bar but most problems today are solvable with online forums. Apple has turned into a worse version of the monolithic dictator they used to accuse Microsoft of in the 80s. Keyboards: actually, most computers of all kinds suck for this.

Try many external keyboards and you’ll find that more solid tactile keys (almost like a typewriter) are most efficient and better for your fingers. Ask any pianist; they want solid weighted keys to work against – the plastic organ or synthesizer key is hard to control when doing complex tasks. AppleFanBoyNr1 The best Apple keyboard is the one used in the later MacBook Air notebooks. Besides the reliability the newer keyboards have a bigger issue, the tactile feedback of a keypress occurs before the keypress is actually registered. Try this on a new MacBook, open an editor, slowly and softly press the G key till you feel it click, see that the G character is not on the screen.

Unconsciously users of these keyboards type harder to make sure every press is registered. This makes them loud and my colleagues complain about getting RSI from these keyboards. I wish Apple would re-release the MacBook 11, with just a faster CPU and more memory with the rest of the hardware identical.

(I don’t need Retina on the road, I use an external screen for that). Can’t Ifixit provide a service where you send in you old MacBook Air and they upgrade CPU, SSD and memory? I would pay more for that than the price of a new MacBook Pro.

Philip Noguchi I took my MacBook 12 inch (2015) to the local Apple Genius Bar on Tuesday 26 June 2018 at 3:30 PM. I was told to expect a 3 to 5 day repair cycle. At 10:00 AM today (28 June 2018) I signed a Fedex package and was flabbergasted to find that it was my repaired MacBook! Impossible to say if it is a version 2 keyboard, but it seems to work marginally better, and the added new battery was a real plus. I also have a 2012 13inch MacBook Pro that is upgradable by me, as well as the 2014 15 inch MacBook Pro which is the last to have built in ports other than USB-C. Have to agree that Apple has not gone the right way with MacBooks and MacBook Pros.

USB-C dongles and docks are not easy to discern which will work and be reliable. Chris What a miserable machine. Keyboard was bad within days, USB-C power supply was bad out of the box (and I continue to eat them at the rate of one every six months or so).

Finally had the chance to send mine in to Apple under AppleCare; received a call from them telling me that I’d need to pay close to $2K because one of the water tell-tales had tripped. Of course (1) the issue was with the mechanics of the keyboard (2) the machine had never been off my desk and (3) when I asked if these are the same sort of 3M tell-tails that falsely trip when they get hot (and my machines get hot) I was told “well, um, yeah”. Strangely enough others on my staff who returned theirs for keyboard replacement were given the same line o’ jive. For $1500 more than Apple wanted to fix my MBP and given me another of those miserable keyboards, I picked up a Dell 5520 with twice the memory, a fast SSD, a 4K touchscreen display, USB and Tbolt-3 ports and a card reader, allowing me to banish my bandoleer of dongles to an obscure drawer; it also has a field replaceable batter and a keyboard that not only works but has a better feel than that hellish answer to the Commodore PET Chiclets keyboard.

It took perhaps three days to get Ubuntu beaten into shape (several hours of which was trying to extract the right URIs for iCloud calendars), but it’s been smooth sailing since. Apple has utterly lost the plot, apparently believing that their offerings are upscale fashion accessories rather than tools. With a single generation of machines (both the current MBP and the equally hideous garbage can MacPro), Apple has managed to lose the developer market that was previously theirs to command. SF I’m far from being a rocket scientist but I’ve managed to remove my keys on my 2016 multiple times, there is a technique – you can google, it requires a bit more dexterity than removing a standard laptop key but it’s not that difficult and I’ve managed to remove a couple of keys with no issues. You just need a credit card to lift one side and slide the key so the little hooks that keep it in place pop out before lifting it. What I find hilarious is the drama surrounding this on this page and by all the people who are complaining that haven’t actually googled the fix that I taught to my niece for her MacBook.

Okay back to work, you can continue with the drama, outrage, and complaints ¯ (ツ)/¯. Steverino Just a reminder of how shit these keyboards are. I took my granddaughter’s failed ipad pro in for repair and they had me login to the cloud account to disable “find my ipad”. They gave me a laptop with the butterfly keys to accomplish this. When I looked at what I had typed, several of the letters were missing on the screen. I likewise own a 2013 retina macbook pro which I’ve had to repair myself. Replaced keyboard (PITA), Trackpad (even more of a PITA since glued in battery has to be removed), and battery replaced (simplified because of prior Trackpad repair).

I’d love to update to a new macbook pro, but I refuse to even consider the current models. Without Steve Jobs, Apple is floundering. Bdeiter Wait until the soldered in SSDs in the MacBook Pro’s start becoming write-cycle depleted. What’s that mean? If you use one of the newer MacBook Pro’s with four Thunderbolt 3 ports, the entire logic board will need to be replaced.

This is a class action lawsuit waiting to happen. SSDs don’t last forever. Apple has IMHO misinterpreted.how.

power users actually use computers. Many power users will transfer gigabytes of data per day. Unlike an iPhone, where most dynamic data is stored temporarily in RAM and the “drive” is typically used only for permanent long term storage, a power user will be reading, writing, and deleting a lot. That’s why they don’t use iPhones or iPads for professional development, the power and resources just aren’t there. I’ve personally been able to burn through two SSDs within the last few years. If I can do that, then anyone that really hits the storage media hard will do so even faster. First the top end needs to be replaced because of the keys, and then the logic boards will need to be replaced because of the SSDs.

This is a nightmare. All for whatso the unit can be slick, thin, and stylish? These are incompetent designs, that’s all there is too it. Gordon Purchased a 2012 MacBook Pro myself in 2018.

Spent a long time on that decision too. Way too long I might as well have bought one in 2012, as I could have gotten an i7 and hi-rez option (as I did in 2018) and penny-pinched on RAM and HDD, upgrading those over the years. Did not even GET to the keyboard, due to cost and lack-of-upgrade-ability of new MacBooks. If I’d been considering it, the keyboard reports would certainly have scared me off. Wish they’d kept updating it.

The MacBook Pro 2012 form-factor. Just a niche product, but they keep selling many other products with outdated aspects, like Mac Mini and MacBook Air. Suspect Apple sees robust Mac sales and figures their hardware is doing the trick instead, maybe people want/need macOS and are willing to put up with the hardware to get it. Thairan Had a mac since ’84 classic had a new one almost every yr till the white mb came out had the first imac etc etc macbooks and mbpros still using a mbpro with no batt tried to get the batt rplcd they told me it had already bin rplcd i knew that!! This was the 2nd that blew up so i just work w this old pro till it or i drop if it drops first i will frisbee it out onto the road and get some thing un-apple I have 4 huge drawers of cables, adapters, ipods, connectors, mac ear plugs, headsets, hubs The point??? I’m retired live in thailand have never bin able to get any service on my macs because they don’t spk english or don’t give a damn.

12 yrs here and they don’t know about customer service. Won’t buy another mac its all downhill since Jobs did the backflip everything goes dnhll except the fone i don’t use one but i still have an ipad (2) for my books don’t buy a macbook thairan. Xavier Yes, the designed is flawed. And yes, I didn’t have one (because I cannot afford one) Now, I am not saying that it is bad or that Apple shoud go back, nor am I saying that “slim” is bad.

But sometimes, practicality comes in the way, and even the best laptop have to say no. My classmate is CONSTANTLY SUFFERING from the inability to cool his laptop (macbook pro, 2018, without touchbar) not because he didn’t spend another couple hundred buying a better one with more performance. (although I wa struggling between Radeon and Nividia graphics) Yes, LOTS (and lots) of people are using Mac, wether Air, Pro or iMac. But @ifixit, you cannot turn the tide that most people are throwing down their screwdrivers. And for those people that are spewing out dirty words on that, FINE.

Least that I am not gonna take it. Mateo “while some keys can be very delicately removed, the spacebar breaks every single time anyone, including a professional, tries to remove it.” You made my day with this. I felt so dumb for having broken my spacebar trying to remove it for cleaning underneath. I did follow Apple’s instruction to shake it at 75 degree and spray with air, but to no avail. I changed the battery of my MBP 13″ 2009 twice or three times. Upgraded the hard drive to an SSD and expanded the memory. I replaced a couple of keys of the keyboard and the hard drive flex also.

I used it until 2017 when I bought a Touchbar 13″. In five months the keyboard was broken! I managed to get it replaced by local Apple Service in Argentina, but in April of this year the one year warranty expired and I felt exposed.

I am glad they extended the warranty to 4 years now. Karl Apple had a brief period beginning in the late ’90’s to around 2011 where the products were becoming more repairable and upgradable. Almost seeming to have learned from the past that the ecosystem being too closed can strangle demand for a product too. Seems forgotten in their new market-leading hubris. Now you can’t upgrade memory or repair things without risk of trashing the whole thing then again new ones are so expensive it’s worth the risk.

I also feel like some old codger railing against the use of glue using it for waterproofing as a gasket is a neat idea but on a laptop or an iPad? Back in my day gluing and bondo-jobs were a sign of poor craftsmanship. This makes me quite happy that my only MacBook Pro is my mid-2012 15″ non-retina which has already had the RAM upgraded to 16 GB, the 1TB HDD to SSD, and the battery replaced.

This is still a very useful tool in my collection of (many) systems. Nothing Apple has made since then is at all acceptable to me. I don’t know if Jon Ive is responsible for this insanity but someone needs to back off the thinner and thinner path they are on.

Or go see how Dell and HP manage to make decent form-factor and sized laptops that are upgradable (and repairable). I freaking love the new keyboards – the usability side, not the mechanical quality. Although I have to say that my 2015 MacBook Retina’s keys still work fine. I saw many, however, that had broken keyboards although they we treated fine. I think the thinner mechanics really do not have enough room for real life situations (like eating in front of the keyboard etc.) and therefore they may fail. I welcome the repair program but really hope for some redesign to make the keyboards a bit more durable.

Robert I think laptops (Mac and others) are a bit of a dinosaur. When you think about it, it is crazy to have a keyboard integrated into a computer, where any problem with the keyboard is disabling to the entire machine. I, unlike many, have never been particularly impressed with Apple keyboards, and I refuse to buy a Macbook or any laptop.

My iPad pro, used with a separate Logitech keyboard can do 90 percent of what a laptop can do for when I am away from my office. I know this cannot work for everyone, but it can work for a large majority. The only kind of Mac (and I could never use Windows) I will use is a Mini, a Pro, or an iMac where I have complete freedom to use any keyboard I want.

Sapphirescales I own a computer repair store. I absolutely HATE these newer Macbooks/Macbook Pro’s. They’re a $2,000 disposable paper bag. Even replacing the battery costs anywhere between $450 and $1,200 depending on the model.

Every time someone brings one in, I recommend trading it in for a business grade laptop (Dell Latitude, HP Elitebook, Lenovo T-Series, etc.). After I show people how crappy these computers are, about 1/2 of them trade their broken unit in for a business class laptop.

About 40% decide to fix their POS computers, and 10% decide to trade in for a Macbook Pro from 2012 (non-retina) or older laptops with low hours. I buy these older Macbook Pro’s all the time. They have less than 1,000 hours and are in like-new condition. The only problem is, the 2012 non-retina Macbook Pro’s are about to lose software support, probably with Mac OS 10.15. That means that these 2012 units have a 3 year software lifespan AT BEST, as Apple drops support for their older versions of Mac OS pretty quickly.

Most of my clients are ANGRY when they realize that Apple sold them a disposable piece of junk for an INSANE amount of money, but some of them are just stupid Apple sheep that are just fine spending $2,000 on a new computer every year. These people should have their sanity tested. I spend about $2,000 rebuilding my main desktop about every 7 years, and I think that is an insane amount of money to spend. Standing on the corner I have a MacBook Prod 2012 non retina bought new.

Upgraded it about 2 years ago to 1TB SSD and 16GB ram. I am so happy with it. Like a new machine. Though when bought it new, i spilled some sugar drink on it and keys stuck. Apple wanted $1200 to replace my keyboard.

I took it to someone who swapped out the keyboard for $200. Been working perfect since. I am afraid what I will do when I need to get a new laptop.

I hate to go to Windows and I am thinking Ill have to use Linux. Anyone know if Ubuntu is good as a desktop? I know Linux pretty well but never used a desktop version.

Tim Kane I see they’re playing their same old game when it comes to replacement parts. I have a 2011 MBP that was susceptible (like all of them) to GPU logic board failure. I had it repaired under the extended warranty period, but of course. 18 months later it was dead again.

Same problem, same cause. The replacement parts were, of course, susceptible to the same fault – because the root cause had not been addressed. It’s the same this time around. While Apple certainly should be replacing these parts – they will drop you just as soon as that extended period expires.

If the root cause hasn’t been addressed, then Apple haven’t really done you much of a favor! Apple refuse to engage about this type of issue. The approach seems to have changed over the years, and they’re quickly losing their appeal for me.

It’s been fun Apple, but I might be ready to move on. Dave The technology is said to be so advanced that the predictions about the AI to take over human but we are still seeing the company make the devices with old technology with some minor changes. The touch sensor keyboards with hologram displays should be populated in every computer but we are seeing the devices eith less options, no ports to connect and ridiculously expensive but prone to fail. The company disrespect their customers but the customers put up witg it.

I am glad apple make bad designs and bad devices so I continue to survive and able to support the family. By the way, I love people using their laptop at starbucks or while having a drink.

The spill repairs are plenty to do so keep the starbucks open more and more. Jim Witte Could Apple.shareholders. launch a class-action lawsuit on behalf of both customers and shareholders? After all, as said, having to replace the entire top case is quite wasteful and expensive. Unless 9concerning cost) the wholesale cost of said components (though if the “s” should be included is debatable) is quite low indeed, or (concerning environment) Apple’s nifty robot can disassemble.everything., and then they can incinerate it all into a plastic-metal-rare-earth slurry and separate out.everything.

(and I do mean everything – including the gallium and indium from the chips). All using solar power (.) to power said incinerator, and doing 100% carbon capture on the whole thing.

Back to the lawsuit thing – the real point would be for shareholders to force Apple to get treatment for it’s MacBook(Pro, Air, whatever-else-they-dream-up) anorexia. And give up the glue huffing they seem to be addicted to. Or at least use glue that is easily removable. 3M managed to do that with Command-Adhesive, why not Apple?!

(.) Or they could power the incinerator with nuclear power I suppose, as long as they get in touch with TransAtomic or some similar 4th-gen nuclear company that can (I think) somehow deal with the waste.