Apple keep insisting that only a “small number of customers have problems” with the MacBook keyboards. That’s bollocks. This is a huge issue, it’s getting worse not better, and Apple is missing the forest for the trees.
The fact is that many people simply do not contact Apple when their MacBook keyboards fail. They just live with an S key that stutters or a spacebar that intermittently gives double. Or they just start using an external keyboard. Apple never sees these cases, so it never counts in their statistics.
So here’s some anecdata for Apple. I sampled the people at Basecamp. Out of the 47 people using MacBooks at the company, a staggering 30% are dealing with keyboard issues right now!! And that’s just the people dealing with current keyboard issues. If you include all the people who used to have issues, but went through a repair or replacement process, the number would be even higher.
Worth noting here is that the 3rd generation membrane keyboard did nothing to fix the issues. Six out of thirteen – nearly half!! – of the 2018+ MacBooks we have at the company have a failed keyboard.
I backed up those figures with a Twitter poll that has over 7,000 respondents already. That’s a 63% failure rate!! But Apple is only seeing 11% of those, as the vast majority of customers are simply just living with their broken computer:
This is a disaster. A complete unmitigated disaster.
But as always, in a time of crisis, the event itself is less indicative of the health of a company than the response. Is Apple going to accept that they’re currently alienating and undermining decades of goodwill by shipping broken computers in mass quantities?