2016 Macbook Pro Issue - High Pitched Keyboard Clicking Sound

[PBz]

I give up. All I asked Apple to do was not make me liable for their keyboard failures. I was denied being able to have the repaired keyboard checked via diagnostics. In fact, I was basically told they would send it out each time if I did that.. effectively preventing me from confirming the repair performed by the Repair Depot resolved the issue.

I just spent 1 hour and 50 minutes on the phone, about 4 levels deep and no resolution. I turned down a $100 gift card.

I am done with it. At this point, I will likely sell it and just use my iPad until my needs say I need a laptop and I will assess then. Maybe it's an Apple product.. maybe it isn't. I am also considering limiting my new purchases from Apple. They can see how much I have spent with them and have never once asked for anything and when it mattered they would not address my situation. Disclosure... in the end I asked that they cover the AppleCare extension. Denied.

 

[rwstgermain]

I ended up taking my 2016 15in model in two weeks ago because the enter key went dead and so did the bottom right of the space bar. Not sure if it was because I had apple care or because it’s such a known issue but the women helping me didn’t even check my claims just sent it out for repair. Repair order states that the bottom chassis was replaced. Keys feel better but we will see if it lasts.

Deaf noticed on the last keyboard the chassis temperature dictated how the keys felt.

 

[MrGuder]

I ended up taking my 2016 15in model in two weeks ago because the enter key went dead and so did the bottom right of the space bar. Not sure if it was because I had apple care or because it’s such a known issue but the women helping me didn’t even check my claims just sent it out for repair. Repair order states that the bottom chassis was replaced. Keys feel better but we will see if it lasts.

Deaf noticed on the last keyboard the chassis temperature dictated how the keys felt.

Did you get the 2017 keyboard with the symbols?

 

[rwstgermain]

Did you get the 2017 keyboard with the symbols?

Is there a way to tell if it is 2016 vs. 2017 keyboard?

 

[PBz]

Is there a way to tell if it is 2016 vs. 2017 keyboard?

The Control and Option keys (lower left side) have the symbols on them.

 

[rwstgermain]

The Control and Option keys (lower left side) have the symbols on them.

Unfortunately not then.

 

[itsasin]

Did you get the 2017 keyboard with the symbols?

When mine got replaced I received the 2017 top case though, the keyboard now has the additional symbols. Should I be safe, or not? I am still a bit afraid, after seeing all of this.

 

[PBz]

When mine got replaced I received the 2017 top case though, the keyboard now has the additional symbols. Should I be safe, or not? I am still a bit afraid, after seeing all of this.

We are all at the mercy of our remaining warranty. In my case, that is 4 months. I am not OK with that.

 

[itsasin]

We are all at the mercy of our remaining warranty. In my case, that is 4 months. I am not OK with that.

Is the 2017 top case less likely to have these similar problems, or is it still just a matter of hoping for the best?

 

[PBz]

Is the 2017 top case less likely to have these similar problems, or is it still just a matter of hoping for the best?

I would say yes. I have no data but I think any manufacturered in last few months has lower chance. I would buy a 2017.. well I'm not going to but if I were a buyer right now I would. You get a year to 3 years of warranty.

 

[doodlesdraw]

Is the 2017 top case less likely to have these similar problems, or is it still just a matter of hoping for the best?

Apple does not put 2017 parts on a 2016 computer. This is simply an iteration to the 2016 top case that changes nothing but the keycaps. Its stability is the same as a 2016 top case without those symbols.

 

[seeforyourself]

Is the 2017 top case less likely to have these similar problems, or is it still just a matter of hoping for the best?

My new 15" 2017 MBP/w TB is having this issue while cold and hot. Not happy. I'm returning this laptop

 

[mydogeatsbeats]

I ended up taking my 2016 15in model in two weeks ago because the enter key went dead and so did the bottom right of the space bar. Not sure if it was because I had apple care or because it’s such a known issue but the women helping me didn’t even check my claims just sent it out for repair. Repair order states that the bottom chassis was replaced. Keys feel better but we will see if it lasts.

Deaf noticed on the last keyboard the chassis temperature dictated how the keys felt.

yes ! That was the reason i gave back the 2017 Model cold it was nice to type but when it got warmer the keys were much "stiffer" and not enjoyable

 

[alexballvideos]

Just an update from me, have been away for the past week. So my 2016 15" went in for repair, I came in when I was suggested it would be ready at the latest and the tech decided not to repair it citing the popping sound was a known issue. Not reading all the notes about popping sounds randomly happening in addition to at least 15+ keys making excessive clicking noise and feeling sticky, with only minor system load (130-200% cpu), documented on videos saved to the desktop. I'm disgusted that I've left it with them while they had the part for 5 days and not even fixed it, genius says they'll push it to the front and have it worked on next. Long story short I come in an hour before they close as I have a meeting not allowing me to stay until later, still doing testing on the repaired machine, I speak to a manger for 10mins discussing options, with me suggesting that I'll just buy a 2017 model thank you, and sell this boomerang computer on eBay. Simply had enough of it wasting my time and productivity. This really isn't long story-short! alas, manager says they can 'CRU it' for a new machine, but new equiv machine won't come for a few days. I say thats no good, I'm leaving on a plane 6am tomorrow. I really don't want this twice repaired machine back (first time speakers blew [not bootcamp]). He suggests the apple online store (where it was ordered) should do a full refund on the machine if you ask, as thats what he would do but can't as its an online store order and that he'll write some notes on the repair if I wish to buy another computer on the spot, so we go ahead with this and they give me a disc on the 2017 machine for my trouble also. So 2nd 2016 machine and 2nd top case repair I've had. Today I'm back and can finally sort out the refund, turns out they just do it in-store #facepalm lol. The new 2017 15" keyboard is 99% great when hot under full load or cold. The up/down arrows occasionally feel a bit odd, I never use them so just seeing ho it goes for now.

The redesign as really bitten them in the arse on these high heat-output pro machines it seems, as a video editor the popping display sound I had on the 2016 is still a concern, being a known issue it seems they are working on it, trying to show a client a video in fcpx and it sounded like I ****ed up the audio. We'll back to work now! Hopefully the last time I have to dive into this thread.

I noticed when I came in to do the refund the keyboard had the new keycaps on the refunded 2016/ twice repaired machine.

/edit for typo's
[doublepost=1502181263][/doublepost]

Just an update from me, have been away for the past week. So my 2016 15" went in for repair, I came in when I was suggested it would be ready at the latest and the tech decided not to repair it citing the popping sound was a known issue. Not reading all the notes about popping sounds randomly happening in addition to at least 15+ keys making excessive clicking noise and feeling sticky, with only minor system load (130-200% cpu), documented on videos saved to the desktop. I'm disgusted that I've left it with them while they had the part for 5 days and not even fixed it, genius says they'll push it to the front and have it worked on next. Long story short I come in an hour before they close as I have a meeting not allowing me to stay until later, still doing testing on the repaired machine, I speak to a manger for 10mins discussing options, with me suggesting that I'll just buy a 2017 model thank you, and sell this boomerang computer on eBay. Simply had enough of it wasting my time and productivity. This really isn't long story-short! alas, manager says they can 'CRU it' for a new machine, but new equiv machine won't come for a few days. I say thats no good, I'm leaving on a plane 6am tomorrow. I really don't want this twice repaired machine back (first time speakers blew [not bootcamp]). He suggests the apple online store (where it was ordered) should do a full refund on the machine if you ask, as thats what he would do but can't as its an online store order and that he'll write some notes on the repair if I wish to buy another computer on the spot, so we go ahead with this and they give me a disc on the 2017 machine for my trouble also. So 2nd 2016 machine and 2nd top case repair I've had. Today I'm back and can finally sort out the refund, turns out they just do it in-store #facepalm lol. The new 2017 15" keyboard is 99% great when hot under full load or cold. The up/down arrows occasionally feel a bit odd, I never use them so just seeing ho it goes for now.

The redesign as really bitten them in the arse on these high heat-output pro machines it seems, as a video editor the popping display sound I had on the 2016 is still a concern, being a known issue it seems they are working on it, trying to show a client a video in fcpx and it sounded like I ****ed up the audio. We'll back to work now! Hopefully the last time I have to dive into this thread.

I noticed when I came in to do the refund the keyboard had the new keycaps on the refunded 2016/ twice repaired machine.

/edit for typo's

I should mention I'm in Australia and our consumer law is different to the USA. This is why I could get the refund 3 months after purchase. It's looking like the dare I say, 'more reliable', updated 2016 top-cases are rolling out for my and others messages here.

 

[PBz]

My Advice to anyone experiencing keyboard issues is to let Apple know. Document and be able to outline what the issue is and when it occurs. IMO, being polite and respectful goes a long way, on both sides. There are good Apple people out there willing to help.

IMO, Apple is addressing the issue full-force and doing what they can to resolve and take care of customers.

 

[iPeterW]

Anybody heard of a battery failing final testing after the top case was replaced on their 15" 2016 MBP/w TB?

At least, that‘s what my local Apple Store told me today after they had my machine for about 10 days. Seems I just have to wait „a few days“ longer until they get a new top case in and do the job all over again. Not happy!

 

[PBz]

Anybody heard of a battery failing final testing after the top case was replaced on their 15" 2016 MBP/w TB?

At least, that‘s what my local Apple Store told me today after they had my machine for about 10 days. Seems I just have to wait „a few days“ longer until they get a new top case in and do the job all over again. Not happy!

I can see it happening as that's always possible with a battery. Unfortunate for sure.

 

[iPeterW]

I can see it happening as that's always possible with a battery. Unfortunate for sure.

Thanks!

 

[PBz]

Just thought I would share that my replacement is going in for work. My only advice is if you are having issues document the issue, if you can outline what caused the issue or when it occurred. Video is good. I had a bad initial experience but there are good people at Apple who are willing to help but these good people can't help as well without good information from the user.

Also, if you have a 2017, especially with AC, and your issue is minor it might be worth giving it some time. See if the keyboard 'breaks' in and also give Apple time to better manage the issue. That is my personal opinion. Obviously, if the issue isn't minor and the issue affects your use of the MBP then back to the task of document and present your issue and concerns to Apple.

My push for urgency is because I only have limited time left on warranty. In addition, I am in-between AC and AC+. I think if I pushed Apple would work with me on AC+ but at this point I am of the opinion that I shouldn't be paying to address an immediate and known issue. Depending on the outcome I may still sell my 2016 but will only do so with a functioning keyboard.

I took some time to test with the 2015 last night and it handled Lightroom well. I didn't bring in 150 RAW images.. I did my normal workflow and the sliders responded well.

This issue is frustrating and it is an issue.. but I have to say, after my initial interaction that was not so positive.. that my interaction with Apple from that point on has been all that one could ask for in this situation.

 

[iPeterW]

Just thought I would share that my replacement is going in for work. My only advice is if you are having issues document the issue, if you can outline what caused the issue or when it occurred.

Thanks again for your advice! I'm sure the guys at the Apple Store are doing everything they can. However, I'm less than impressed with my first Mac needing this kind of service after only a few months. I will be looking very closely at the machine once I get it back.

Hope everything works out for you as well...

 

[Playfoot]

Thanks again for your advice! I'm sure the guys at the Apple Store are doing everything they can. However, I'm less than impressed with my first Mac needing this kind of service after only a few months. I will be looking very closely at the machine once I get it back.

Hope everything works out for you as well...

I do think, in general, the GB team do their best. However they are undoubtably constrained by Apple's policies.

Having said that, we are very much unimpressed with both the build quality and the service. As I wrote elsewhere in this post, my machine went in for the third time. When returned after almost two weeks, I was told the noise was part of the design, and that while it was accepted the keyboard would likely again fail completely, it was still within parameters.

It appears, Apple has seemingly designed a machine that is not only loud to type on, but is designed to make noises from the motherboard. So, working in quiet spaces, such as libraries and shared offices, is all but impossible. Furthermore, Apple seems to have the failure rate down to a known "fail process" and is willing to upset customers by asking them to return once failure is complete....Hence wasting more of their loyal customers' time.

Not the Apple service I have known for decades...

 

[peraspera]

I do think, in general, the GB team do their best. However they are undoubtably constrained by Apple's policies.

Having said that, we are very much unimpressed with both the build quality and the service. As I wrote elsewhere in this post, my machine went in for the third time. When returned after almost two weeks, I was told the noise was part of the design, and that while it was accepted the keyboard would likely again fail completely, it was still within parameters.

It appears, Apple has seemingly designed a machine that is not only loud to type on, but is designed to make noises from the motherboard. So, working in quiet spaces, such as libraries and shared offices, is all but impossible. Furthermore, Apple seems to have the failure rate down to a known "fail process" and is willing to upset customers by asking them to return once failure is complete....Hence wasting more of their loyal customers' time.

Not the Apple service I have known for decades...

Be impeccably polite but firm and request a copy of any written communication from Apple indicating that a squealing keyboard is within design parameters. When it is not forthcoming ask how they intend to proceed to fix the problem.

If that doesn't result in a satisfactory attitude change at the Apple Store call Apple and ask to speak to someone who can help you resolve a situation with an Apple Store who is making a very strange claim about what Apple accepts as being within design parameters as an excuse for ineffective repairs.

If that doesn't work you can try emailing Tim Cook at tcook@apple.com.

 

[GtrDude]

The keyboard on the new MPBs is a complete disaster and a joke of a keyboard to boot.
It's the reason I returned mine. Try working on this thing for 6 or 8 hours a day.
Shave off one millimeter and have this huge problem on your hands. Yeah, what a great decision that was.

I miss the days of Steve Jobs. If he's looking down at how Timmy is running things he isn't happy...

 

[doodlesdraw]

Be impeccably polite but firm and request a copy of any written communication from Apple indicating that a squealing keyboard is within design parameters. When it is not forthcoming ask how they intend to proceed to fix the problem.

If that doesn't result in a satisfactory attitude change at the Apple Store call Apple and ask to speak to someone who can help you resolve a situation with an Apple Store who is making a very strange claim about what Apple accepts as being within design parameters as an excuse for ineffective repairs.

If that doesn't work you can try emailing Tim Cook at tcook@apple.com.

Inside Apple, there are rare cases where poisoned management trickles down the chain to some employee training. Again, while this is rare, it does evidently cause loud complaints, which may be why some of these false claims by Apple employees are not resolved by escalations to store managers.

 

[0110076]

Soo, a quick update:

My 2016 mbp went 4 times to service, and I still don't have it back.

That's about 40 days without my MacBook Pro I think, I lost count..

I didn't even get to enjoy this machine. I purchased it, used it a few times, lost about 4000€ in the process... That's 4700 USD, btw.

On a more positive note, this whole situation is really teaching me to manage my anger. I'm getting to know myself and I'm honestly grateful for that.