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ipad pro smart keyboard replacement

my keyboard is just over a year old, I don't have the serial number as its unreadable, and I don't have the box - any idea what can be done? I understand there is a replacement scheme?

Posted on Sep 25, 2018 10:37 AM

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Question marked as Apple recommended

Your keyboard is covered by a standard one year Apple warranty. If yours is now outside of that warranty you’ll need to pay for a replacement. There is no extended service program listed for the Smart Keyboard at Apple’s web site - Exchange + Repair Extension Programs - Apple Support

Posted on Sep 25, 2018 12:13 PM

32 replies
Question marked as Helpful

Oct 3, 2018 9:48 AM in response to harky3

I tried to avail of the extended (3 yr warranty) on my genuine iPad Pro Smart Keyboard but Apple Support refuse point blank to entertain any repair [or the more usual replacement mentioned by many others for this hardware malfunction] due to use/wear making the serial number not fully legible.


They printed this number on a faux-suede surface and it wears out with normal use. I just had the ‘top of escalation’ support guy offer me an iPad cover to keep me sweet. When I offered to add my own cash to this €60 value ‘reward’ [good long term customer] to make up the price of a new Smart Keyboard this was refused.


So..... defective Apple product [genuine gear from authorized re-seller] + fault within warranty/extended warranty period = Apple fail to honor same and weasel out of their obligations on foot of stamping the serial number in a non-permanent manner.


As a longterm Apple customer I find this opportunistic refusal of aftercare rather repulsive - why refuse to honor your own merchandise warranty? I had thought Apple would be bigger than this - at least take the product back and tell me it is genuine or not..... I am hardly going to impact their Billion dollar worth with a keyboard they probably turn out for under 50$???

Oct 3, 2018 10:10 AM in response to declanfromgalway

There is ONLY Apple’s free, limited, one-year warranty on Apple accessory products.

If the smart keyboard cover was outside the one-year warranty, then you are simply out of luck and need to repurchase the keyboard cover, again.

This, also applies to the standard smart cover and Apple Pencil, too!

You CAN get a two-year extended AppleCare+ ( NOT 3 years, the 3 year extended AppleCare warranty is for Mac computers ) warranty for ANY iDevice, but you have to purchase the extended warranty at purchase time OR within 60 days of your initial iDevice purchase date.

It is what it is.

Oct 3, 2018 10:17 AM in response to MichelPM

There are multiple instances & reports on-line where this particular problem - I.e. the problem on connecting the Smart Keyboard and getting a notification of “this accessory is not supported/OK” having specifically extended the usual hardware warranty due to it being a recognized product failure/defect.

It seems some have even gotten around the serial number issue on presenting directly to an Apple shop.

Oct 3, 2018 11:48 AM in response to harky3

So the latest is... I spoke to the Apple people on chat and they managed to run diagnostics on the keyboard remotely to get the serial number. The keyboard connected intermittently but long enough to get the serial number, thank goodness.


They were then able to offer me a replacement, which came the next day. I had to pay a holding 'deposit' to ensure I sent my faulty one back. I got an email yesterday to say they'd received it so a very satisfactory service in all fairness.


It seems as long as you can get hold of the serial number you're ok and they will honour the extended warranty as most keyboards are faulty. As people have pointed out, you won't get that from the suede/material on the keyboard itself, you will need the box it came in, or to be able to connect it, even briefly to get the number that way.


Hope this helps someone else, good luck!

ipad pro smart keyboard replacement

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