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Repair guides and disassembly information for the MacBook Pro 16'' released in November of 2019. Model A2141, EMC 3347.

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Apple won’t fix keyboard falsely claiming liquid damage

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R and F keys were acting up repeating and finally stopped working entirely. Called apple Support, and they had me do an SMB reset as if it was a software issue. I do the reset and MacBook ends up in a startup disk mode asking “enter password to unlock macintosh HD” upon entering the password the MacBook restarts and starts up into the same screen / mode. Took it in for repair, first they quoted $1200 for new topcase to fix the keyboard. I was not impressed but told them to go ahead, they then called me back a week later saying that now the repair is going to be $2900 because they found liquid damage and need to replace other components not just the topcase. The computer was working perfectly with the exception of the faulty keyboard which is a famous known manufacturer issue. I’ve never had any liquid damage or spill the photo doesn’t even appear to show liquid damage.

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It's hard to say whether or not the device has been liquid damaged from that photo alone. The other side of the logic board may be liquid damaged, or the internal mechanisms in the top case may be liquid damaged, or another component which isn't fully visible in the picture may be damaged. Liquid damage can often occur without the user knowing—the device may have been left in a humid area, there may have been a spill that wasn't noticed or seen by the user, the device may have been set in liquid accidentally, etc. If you're skeptical of their diagnosis, you should ask them to provide proof of the liquid damage or explain in further detail which components are damaged.

Note also that the famous keyboard issue you are referring to is called the "butterfly keyboard" which Apple recognized as a design defect and had a repair program for, but your 16-inch 2019 MBP does not have a butterfly keyboard and does not suffer from that same design defect. The malfunctioning keyboard on your model is most likely due to some kind of internal damage, probably liquid damage that you weren't aware of.

Best of luck!

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I would go back and talk with the support manager, then the store manager if you are very sure you didn’t get it wet. Give them a chance to do the right thing. You may want to talk with the regional manager if you can

Make sure they prove with pictures the liquid damage. I Make sure they prove with pictures the liquid damage. I bet you they can’t.

Be firm but don’t argue. As they say you can’t catch bears with vinegar, but honey always works.

Then write a letter to big Tim a if they tell you no.

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Martha Tessema será eternamente grato(a).
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