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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

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

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.

Jan 7, 2019 8:12 AM in response to harky3

My smart keyboard was about 2 years old when the iPad started randomly giving me the "accessory not supported" message. A few months later it stopped working completely. I tried every possible fix recommended in the support forums and finally called tech support. The first call didn't get me anywhere, so a few weeks later I tried again and got a Genius Bar appointment. Just went in to the store a few days ago, explained the issues and everything I had tried, and walked out with a brand new keyboard at NO CHARGE! So there IS an extended replacement warranty in effect, and the Apple guy didn't blink twice. (I did have my original purchase receipt with the serial #.)

Jan 18, 2019 9:35 PM in response to mj29

just to confirm any doubt, I was able to get a replacement keyboard sent to me thru Apple Support chat with no problem, and they did put a charge on my credit card until I return my defective one.


Only thing they could not answer is if the new smart keyboard has the known defect resolved, which I’ve read in other comments has something to do with magnetic strip & smart connect on the keyboard, they really need to re-enforce & stiffen it better to not flex.


I’ve been able to get my smart keyboard to work again sometimes, if I unattach & reattach it or unattach it, power down my iPad Pro 12.9 2nd gen, power back up, then reattach the smart keyboard.


Seems to error more when my iPad Prod & smart keyboard gets moved around, especially when sitting on my lap indicating it has something to do with flexing the magnetic strip that attaches to my iPad Pro.


For the high cost of this smart keyboard/cover & not having back-lit keys, I have concerns about its durability, so I hope they improve it. Logitech provides a cheaper with back-lit key smart keyboard but ratings & comments indicate issues with it so went with the Apple smart keyboard, others rely on charging & bluetooth so not hot on that option.

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.

Feb 26, 2019 10:01 AM in response to Michael Black

I checked the repair/replacement programs page and indeed there is no mention of it, but when I approched the Apple Genius I said that I heard about a program for this and he admitted that a lot of theae smart keyboards were faulty and never denied the existance of such program, It is as if they had instructions to just replace the smart keyboard if the costumer is aware of this. ( The Apple store I went to was is Paris so overseas and they still did not hesitate to replace it). All I am saying is that we need to go their knowing our rights, the product is prone to failure and they know It. Anyway, as you said Apple employees tend to Have some discretions handling costumers, that is what make their After Sale service so good.

ipad pro smart keyboard replacement

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