Q: My MacBook Pro’s keyboard feels like it’s getting old because sometimes keys suddenly don’t work or will stick and repeat certain letters at odd times. What can be done about this intermittent problem?
A: Keyboards are a natural ‘catchall’ for our lives as we use our computers, so it’s not uncommon for debris to make its way under your keys. A good monthly maintenance routine to get in the habit of doing is to using a can of compressed air to dislodge the debris from under your keys.
Known Apple defect
Depending upon the age of your unit, you may be experiencing a defect that Apple recently acknowledged is affecting a small percentage of users.
Various MacBook and MacBook Pro models from 2015—2017 are eligible for a free repair, so start by going to the Apple menu, then to ‘About This Mac’ to identify your model.
In the ‘Overview’ section, just below where your OS version is displayed will be the specifics (including the year) of your device. The following models are eligible for the free service:
- MacBook (Retina, 12-inch, Early 2015)
- MacBook (Retina, 12-inch, Early 2016)
- MacBook (Retina, 12-inch, 2017)
- MacBook Pro (13-inch, 2016, Two Thunderbolt 3 Ports)
- MacBook Pro (13-inch, 2017, 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)
Service options
Apple states the repair service could involve the replacement of one or more keys or possibly the entire keyboard, which will affect the amount of time needed to complete the repair.
They first want to examine your unit to determine if it does fall under this free service program, so you have several options for getting it diagnosed.
You can locate an authorized Apple Service Provider through Apple’s website or make an appointment at an Apple Retail Store. If you aren’t close to any service centers, you can contact Apple Support for the instruction to send the unit directly to them.
Backup first!
An all too common mistake many users make is assuming that their data will be kept in tact when they submit their laptop for authorized service.
Some of the service options can include reloading your operating system or outright replacement of your entire unit.
Neither of these scenarios seems likely with this particular keyboard issue, but I would not throw the dice. Apple suggests the same on their service program page for this issue as well.
Service refunds
If you believe you paid to fix this problem in the past, you may be eligible for a refund by contacting Apple Support.
Ken Colburn is founder and CEO of Data Doctors Computer Services. Ask any tech question on Facebook or Twitter.