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Does Apple have a lemon policy?

Hi everyone,

So I have a Late 2016 MacBook Pro Retina, which I purchased from Best Buy brand new in December that year. I honestly love this computer, I use it every day for everything (university and work). I'd like to understand Apple's Lemon Policy. I had my keyboard replaced in 2019 under the Keyboard Replacement Program due to unresponsive and sticky keys. A few months later the screen went out and Apple replaced the screen for free, saying the screen on my MacBook was part of a "small" group of screens that had manufacturing defects, and the replacement was covered under their Screen Replacement Program.

Well, I'm now experiencing unresponsive keys again. They're not sticking, some of them are just unresponsive, and it's not always the same keys. There have been times when I've had to enter my password multiple times just to log in. Really annoying. I don't eat or drink near my MacBook and I'm responsible when it comes to maintaining its condition. I don't have AppleCare, and the Keyboard Replacement Program is only available 4 years after purchase (which doesn't make sense given that some of the affected keyboards are from the 2015 models and the replacement program wasn't launched until the year 2019).

What should I do here? I'm I out of luck? The thing is, I'm a college student and I spent $1,600.00 after taxes to purchase this MacBook. This is frustrating and I'm curious if anyone has had any similar experiences. If so how did you go about handling it and what are my rights as a consumer with respect to this situation?

All the best,

Apple Enthusiast

TheRealMykola

Posted on Sep 30, 2021 9:25 AM

Top-ranking reply

leroydouglas

Community+ 2024

Level 10

188,532 points

Posted on Sep 30, 2021 10:23 AM

TheRealMykola wrote:

Hi everyone,

So I have a Late 2016 MacBook Pro Retina, which I purchased from Best Buy brand new in December that year. I honestly love this computer, I use it every day for everything (university and work). I'd like to understand Apple's Lemon Policy. I had my keyboard replaced in 2019 under the Keyboard Replacement Program due to unresponsive and sticky keys. A few months later the screen went out and Apple replaced the screen for free, saying the screen on my MacBook was part of a "small" group of screens that had manufacturing defects, and the replacement was covered under their Screen Replacement Program.

Well, I'm now experiencing unresponsive keys again.

Keyboard Replacement Program is only available 4 years after purchase

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

I would take in, escalate the issue up the chain of command at the store, and see about the on going problem

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

I have heard a high of 8 keyboard replacements, yours is not an isolated incident.

Make an appointment for a "hardware issue"—

https://www.apple.com/retail/geniusbar/

Outside the USA

https://locate.apple.com/country

Call Customer Support (800) MY–APPLE (800–692–7753)

The 'butterfly keyboard' remains an issue. The early 2019's were included in the Service Program before the were even on the market...this should be telling. See what Apple can do for your 2016.

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Top-ranking reply

leroydouglas

Community+ 2024

Level 10

188,532 points

Sep 30, 2021 10:23 AM in response to Vyacheslavovich

TheRealMykola wrote:

Hi everyone,

So I have a Late 2016 MacBook Pro Retina, which I purchased from Best Buy brand new in December that year. I honestly love this computer, I use it every day for everything (university and work). I'd like to understand Apple's Lemon Policy. I had my keyboard replaced in 2019 under the Keyboard Replacement Program due to unresponsive and sticky keys. A few months later the screen went out and Apple replaced the screen for free, saying the screen on my MacBook was part of a "small" group of screens that had manufacturing defects, and the replacement was covered under their Screen Replacement Program.

Well, I'm now experiencing unresponsive keys again.

Keyboard Replacement Program is only available 4 years after purchase

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

I would take in, escalate the issue up the chain of command at the store, and see about the on going problem

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

I have heard a high of 8 keyboard replacements, yours is not an isolated incident.

Make an appointment for a "hardware issue"—

https://www.apple.com/retail/geniusbar/

Outside the USA

https://locate.apple.com/country

Call Customer Support (800) MY–APPLE (800–692–7753)

The 'butterfly keyboard' remains an issue. The early 2019's were included in the Service Program before the were even on the market...this should be telling. See what Apple can do for your 2016.

Does Apple have a lemon policy?