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:
- To get service for your Mac, you can make a reservation at an Apple Store or an Apple Authorised Service Provider. Make sure you know your Apple ID and password before your appointment. Or, if you have a Mac notebook, contact us and we'll send you a box you can use to ship it to an Apple Repair Centre.
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- 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.
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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 listed below.
- 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)
Note: No other Mac notebook models are part of this program.
Please choose one of the options below for service. Your Mac notebook will be examined prior to any service to verify that it is eligible for this program.
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. The service turn-around time may vary depending upon the type of service and availability of replacement parts.
- Find an Apple Authorized Service Provider.
- Make an appointment at an Apple Retail Store.
- Mail in your device to the Apple Repair Center.
To prepare your unit for service, please backup your data.
Note: 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.
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.
Find out how to get your Mac desktop or Mac notebook fixed and how much it will cost.
How do I get service for my Mac?
To get service for your Mac, you can make a reservation at an Apple Store or an Apple Authorised Service Provider. Make sure you know your Apple ID and password before your appointment. Or, if you have a Mac notebook, contact us and we'll send you a box you can use to ship it to an Apple Repair Centre. We'll return your repaired product to you as quickly as possible. Depending on where you get service, you might be able to check the status of your repair online.
How much will it cost?
There's no charge if the issue is covered under warranty, AppleCare+ or consumer law. If your issue isn’t covered, the price depends on the type of repair. Ask your service representative for an estimate.
Battery service
If you're experiencing an issue with your battery, your Mac notebook might not require a repair. These tips show you how to maximise your battery performance. If you can't turn on your Mac or if the screen turns black, follow these steps to resolve the issue.
Your Mac notebook battery service might be covered by warranty, consumer law or AppleCare+. These prices are for out-of-warranty service. We might need to test your product to determine the final service fee.
| MacBook Pro | Battery service |
|---|---|
| 16-inch MacBook Pro | £ 199 |
| 15-inch MacBook Pro with Retina display | £ 199 |
| 13-inch MacBook Pro with Retina display | £ 199 |
| 15-inch MacBook Pro | £ 129 |
| 13-inch MacBook Pro | £ 129 |
| MacBook Air | Battery service |
|---|---|
| 13-inch MacBook Air | £ 129 |
| 11-inch MacBook Air | £ 129 |
Pricing and terms might vary at other service providers. All prices are in British pounds sterling (£) and include VAT.
Accessories
Apple-branded accessories are covered under the Apple One-Year Limited Warranty. Our warranty doesn’t cover batteries that wear down from normal use. If your accessory’s battery is depleted and your warranty has expired, you can replace the accessory’s battery for a fee.
Product | Accessory battery service |
|---|---|
| Magic Keyboard | £ 29 |
| Magic Keyboard with Numeric Keypad | £ 29 |
| Magic Mouse 2 | £ 29 |
| Magic Trackpad 2 | £ 29 |
Pricing and terms might vary at other service providers. All prices are in British pounds sterling (£) and include VAT. If delivery is required, we’ll add an additional £ 7.44 delivery fee.
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Is your Mac covered by AppleCare+?
AppleCare+ gives you expert technical support and hardware cover from Apple, including accidental damage protection. Each incident of accidental damage is subject to an excess fee.
If you don't have AppleCare+, you'll pay the out-of-warranty fee for that type of repair.
| Model | Screen or external enclosure only (with AppleCare+) | Other damage (with AppleCare+) |
|---|---|---|
| All Mac models | £ 79 | £ 229 |
These fees apply in the United Kingdom. All prices are in British pounds sterling (£) and include VAT. AppleCare+ does not cover excessive physical damage, including catastrophic damage due to liquid contact or submersion, or damage caused by the presence of hazardous materials. Devices modified by unauthorised service providers are not eligible for AppleCare+ accidental damage coverage unless all original parts are returned to Apple.
Apple Store Mac Air Cases
Not sure if you're covered? Check whether you have AppleCare+ cover by entering your Mac's serial number.
Get ready for a service
Before you return your Mac to us, make sure you enable FileVault and back up your data. You may need the backup if your Mac needs to be reformatted during the repair process. Apple isn't responsible for lost data.
Apple Limited Warranty and proof of purchase
The Apple Limited Warranty covers your Mac and the accessories that come with it against manufacturing defects for one year from the date when you bought your product. The Apple Limited Warranty is in addition to rights provided by consumer law.
Our warranty doesn't cover damage caused by accidents or unauthorised modifications. See the warranty for complete details. You can check your cover status online and update your proof-of-purchase information if there's an error in our records. If our warranty, your AppleCare plan or consumer law don't cover your repair, you'll pay out-of-warranty fees.
Consumer law
Your country or region might have consumer protection laws for some repair issues.
Our after-service guarantee
Apple Store Mac Air Laptop
We guarantee our service, including replacement parts, for 90 days or the remaining term of your Apple warranty or AppleCare plan cover, whichever is longer. We offer this whenever you have a device serviced by us or an Apple Authorised Service Provider. This is in addition to your rights provided by consumer law.