keyboard damage black peeling/chipping in several keys, support says its "cosmetic"

nandes wrote:

several of my keys have lost their black paint, creating a tangible hole, really uncomfortable to the touch (you can feel the chipping/hole/damage), and very very ugly. Not what you expect of a "premium" laptop.

what is more surprising is apple support, both by chat and physical response: they say its cosmetic. and there is no coverage for cosmetic damage. how can it be cosmetic? i have been using the laptop as intended, and the keys are loosing their black surface. that is not cosmetic!!!!

so far: 4 keys with damage, and probably 5 or 6 in a few months, i can already see damage in another one starting. So i expect the whole keyboard to be damaged in 1-2 years, really crappy materials. not cosmetic at all. no response from apple....

https://discussions.apple.com/content/attachment/67b26290-f2d6-442f-ad19-638545645c28

https://discussions.apple.com/content/attachment/b7054154-649f-43f2-a989-4f98f68f280c

https://discussions.apple.com/content/attachment/10c1539d-cdc8-4471-a441-1a76cded5e11

pictures attached. has anybody else experienced this, any recommendation?

You neglect to say what exact Mac is this...(?)

All you can do is Call Customer Support (800) MY–APPLE (800–692–7753)

or on line https://getsupport.apple.com/

or call AppleCare Support at 1-800-APLCARE (800-275-2273)

Outside the USA—Contact Apple for support and service by phone

See a list of Apple phone numbers around the world.

https://support.apple.com/en-us/HT201232

Learn how to get your Mac fixed and how much it will cost.

https://support.apple.com/mac/repair/service

Get your Mac ready for service - Apple Support https://support.apple.com/en-us/HT209095

—See if you have any other issues with your keyboard to qualify:

https://support.apple.com/keyboard-service-program-for-mac-notebooks

Your Apple warranty covers DEFECTS in material or workmanship for the standard warranty period, one year.

Just as exterior scratches are not a covered defect, It appears Apple has ruled that they do not consider the wear on your keycaps to be a defect.

Depending on your exact model MacBook Pro, In most modern MacBook Pro models, the field-replaceable unit is a complex assembly that includes:

keyboard

trackpad

battery

top plate, to which all are attached

Punchline: If Apple will not cover this as a defect, you can wait until one of those other items (such as battery life) is becoming marginal, and know that paying to replace the keyboard will get you an included new battery in the same repair.

A, S, D are on the home row of keys. C is a reach with the D finger, that typically means it will be pressed with the fingernail, not the 'pad' part ofo the finger. In my opinion, this appears to be wear, not a defect.

Readers here are other Apple user like you. When we give advice, we do not speak for Apple, Inc.

They have told you this is wear, not a defect. Thus, if you want it replaced, you will have to pay for the repair.