Keyboard Service Program for MacBook, MacBook Air, and MacBook Pro

The following information can also be found on the Apple Support Website.

Please note the following:  Apple recommends that you back up your MacBook Pro before taking it to a service facility. MIT community members can download and use CrashPlan/Code42 or can back up using Apple’sTime Machine.

Apple has determined that a small percentage of the keyboards in certain MacBook, MacBook Air, and MacBook Pro models may exhibit one or more of the following behaviors:

• Letters or characters repeat unexpectedly

• Letters or characters do not appear

• Key(s) feel "sticky" or do not respond in a consistent manner

Apple or an Apple Authorized Service Provider will service eligible MacBook, MacBook Air, and MacBook Pro keyboards, free of charge. The type of service will be determined after the keyboard is examined and may involve the replacement of one or more keys or the whole keyboard. Please note that MIT is an Authorized Apple Service Provider and machines can be brought to the ATLAS Service Center at E17-106 to be checked in for service. 

Eligible Models

To identify your computer's model and to see if it is eligible for this program, choose Apple menu > About This Mac. Eligible models are the following:

• MacBook (Retina, 12-­inch, Early 2015)

• MacBook (Retina, 12­-inch, Early 2016)

• MacBook (Retina, 12-­inch, 2017)

• MacBook Air (Retina, 13-inch, 2018)

• MacBook Air (Retina, 13-inch, 2019)

• MacBook Pro (13­-inch, 2016, Two Thunderbolt 3 Ports)

• MacBook Pro (13-­inch, 2017, Two Thunderbolt 3 Ports)

• MacBook Pro (13-inch, 2019, Two Thunderbolt 3 ports)

• MacBook Pro (13-­inch, 2016, Four Thunderbolt 3 Ports)

• MacBook Pro (13-­inch, 2017, Four Thunderbolt 3 Ports)

• MacBook Pro (15-­inch, 2016)

• MacBook Pro (15-­inch, 2017)

• MacBook Pro (13-inch, 2018, Four Thunderbolt 3 Ports)

• MacBook Pro (15-­inch, 2018)

• MacBook Pro (13-inch, 2019, Four Thunderbolt 3 Ports)

• MacBook Pro (15-­inch, 2019)

Service Process

Please note your Mac notebook will be examined prior to any service to verify that it is eligible for this program. If your MacBook, MacBook Air, or MacBook Pro has any damage which impairs the service, that issue will need to be repaired first. In some cases, there may be a cost associated with the repair.

The type of service will be determined after the keyboard is examined and may involve the replacement of one or more keys or the whole keyboard. MIT is an Apple Authorized Service Provider and effected machines can be brought to the ATLAS Service Center at E17-106 to be checked in. 

MIT recommends that you always back up your information. MIT community members can download and use CrashPlan/Code42 or can back up using Apple’s Time Machine.

Additional Information

This worldwide Apple program does not extend the standard warranty coverage of your Mac notebook.

If you believe your Mac notebook was affected by this issue, and you paid to have your keyboard repaired, you can contact Apple about a refund. 

The program covers eligible MacBook, MacBook Air, and MacBook Pro models for 4 years after the first retail sale of the unit.