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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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Posted on Sep 25, 2018 12:13 PM

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

32 replies

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 7:13 PM in response to harky3

Which country are you in? I am in the USA and the apple support dude told me that the extended warranty program for defective iPad Smart Keyboards no longer exists. He checked with a superior and confirmed this. I just cant believe they would cancel the program halfway through. I guess they ran out of keyboard replacements and now don’t make it anymore. Still, at least give us a refund!User uploaded file

Feb 26, 2019 7:36 AM in response to The-illusionist

What’s not true? There is no listed extended service or exchange program for the iPad Smart Keyboard. You can see for yourself no such formal program exists - https://www.apple.com/support/exchange_repair/


As is always the case, Apple employees have some discretion in how they handle any service request. I’m glad they fixed yours so promptly for you. But it is indeed true that there is no formal extended service or exchange program currently in effect for the iPad Smart Keyboard. All anyone can do if out of warranty and in the absence of a formal extension program is ask Apple what they can offer them in terms of a repair or service. Apple will then determine what options they can offer you.

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!

Oct 13, 2018 4:54 PM in response to declanfromgalway

Hi there, take it to an Apple Store. They are issued with a special magnifying glass to read the S/N on the Smart Keyboard. I’ve had the problem myself, but the Apple Store people are very understanding. I’ve also had a long-term problem with the space, h and d keys becoming inoperable until you disconnet and re-connect the keyboard. This problem seems to have gone away with the latest release of iOS. What I’m getting now is touch-screen lag with the new release (12.0.1).


This keyboard and the associated iOS code is plagued with problems, which Apple are slow to fix.

Oct 31, 2018 8:31 AM in response to harky3

this is my second iPad Pro 12.9 keyboard to go wrong. My serial number did rub off. The Apple repair have had it now for twenty days. Still have not got a reply.


This is is a really terrible product from Apple. Needless to say they want nothing to do withTHEIR FAULTY IPAD PRO KEYBOARD



I READ ON LINE THAT THEY ARE EXTENDING THE WARRANTY ON THE KEYBOARD TO THREE YEARS.


NOT SURE IF THIS IS “FAKE NEWS”


wont be buying any Apple products again. Others out there better

Dec 2, 2018 10:07 PM in response to declanfromgalway

What a great surprise! I got sorted. I had just about given up on getting a replacement Smart Keyboard for my iPad Pro. The authorized reseller [Compu B, Retail] could not help me as the serial number [on the suede/remember] was no longer fully legible. Their hands were tied and suggested I contact Apple Support directly. I did have the receipt/genuine proof of sale [not grey market etc] but seemingly this was useless. I had a LONG session with Apple Support and despite my very best efforts they came to the same conclusion. No serial No. = No can do. [“Sir, you have reached the top of ‘escalation’” etc - now they were helpful at the lower levels but the ‘top man’ was NOT for budging]. To appease me he offered me a screen cover but I declined [as I needed a keyboard not a cover]. When I went to the local service/repair Centre to replace the blown HD on my 26incher the serviceman said he could likely get the serial number [?under magnification]. Now, I and others had already tried this BUT the next day I was issued a new/replacement keyboard. Wow... so delighted. [NB Serial number recorded for posterity]. Hope others are as lucky. Well done ‘Compu B’, Service Dept., Galway, Ireland.

ipad pro smart keyboard replacement

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