Apple MacBook Keyboard Issue - Rights under Consumer Law

Hi everyone,

I just wanted to advise anyone who is having issues with their MacBook keyboard that you are entitled to a refund or replacement under the Australian Consumer Laws for a reasonable period of time after purchase. You can either argue it's a design fault or major fault. Both Apple and JBHIFI have accepted the keyboard issue entitles consumers to a refund or replacement. All it took was an email to JBHIFI explaining the situation.

While there is the keyboard replacement program, I decided to take this approach as I had the 2016 model, and the newer 2018 and 2019 models are 'supposed' to fix the issues with the plastic membrane.


  • Cool

  • How much time did you spend running around JB Hifi and getting their managers to give you replacement keyboard?

  • Posts are much easier to read if split into paragraphs rather than a massive "wall of text".

    Oh and a person would have to be living under a rock to not know about the MBP keyboard issues. Good work getting a replacement, but Apple does actually have a repair program.

  • +1


    -known macbook keyboard issue
    -able to get a refund from place of purchase
    -apple doesn't care for the most part but will fix it for free

  • Rather confusing post.

    It could be read that if the keyboard fails Apple will refund you the price you paid for the 2016 MacBook.

    Both Apple and JBHIFI have accepted the keyboard issue entitles consumers to a refund or replacement

    Replacement of faulty keyboard, Yes

    Refund, I doubt it.

    If you can get a refund care to provide proof.

    Looking at Apple's site it says

    If you believe your Mac notebook was affected by this issue, and you paid to have your keyboard repaired, you can contact Apple about a refund.

    The refund would be for the keyboard repair you already paid for (if you have done this), not the whole unit

    • Actually I got refunded the entire amount. I was able to argue the keyboard fault is a 'major fault' under the Australian consumer laws (may also argue it's not fit for purpose for having a design fault).

      By 'accepted', I meant that in person when I explained my rights under the consumer laws, the managers at both the Apple store and JBHIFI accepted that I am entitled to a refund or replacement.

  • My caps lock key won’t work on my 2017 MacBook Pro. I’ve had it checked twice because it was part of the “faulty series” and they still found nothing. I barely use my mac, it’s only when I have assignments. So, I don’t know why my caps have stopped working

    • I thought that at first with my 2019, but I realised to turn on caps lock you need to hold the key for a bit longer than just a tap. Turning off works regardless. It's weird, but did get used to it.

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