In a Statement to Joanna Stern, Apple Acknowledges Persistent Problems With MacBook Keyboards

Joanna Stern, Wall Street Journal (paywalled, as usual):

“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 spokesman said in a statement. “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, he added.


This is the experience you’re providing to customers who shell out $1,200 or more — sometimes a lot more. This is the experience after THREE attempts at this keyboard design. It’s time to stop prioritizing thinness over usability. It’s time to set the butterfly keyboard free. Let it fly… far, far away.

This whole MacBook keyboard situation is utterly embarrassing and ultimately damaging to Apple’s reputation. It’s an expensive, hard-to-fix, customer-unfriendly failure of the design is how it works mantra.

Also, while I understand that any company’s PR team seeks to minimize the apparent impact of a complaint, their statement’s claim that a “small number of users are having issues” is condescending and tone-deaf. There are plenty of MacBook buyers who find themselves unable to type — once more: unable to type — on their expensive computers because fundamental flaws in the hardware have not been rectified after four years. It’s unconscionable.

Their keyboard service program also does not acknowledge issues with or provide extended service for 2018 MacBook Pro or MacBook Air models. The one-year warranty included with those models will expire, at the earliest, in mid-July.