I just needed everyone on here thinking that AirPods can be replaced to know my customer service story. It is long but I think worth the read. On Friday, I contacted Apple support chat to buy two replacement Airbuds. I had seen on Gawker that they were available if lost. Unfortunately, mine went missing from their case while I was out with friends the previous week. After being placed on hold for an extended period, the rep returned announcing that they do not offer replacement devices but I could purchase a new set for $159. Being honestly concerned that I suspected Apple of having their employees try to sell new sets instead of replacement pieces, I asked for a manager to contact me. I informed the manager that I was suspect that the rep took five minutes to come back with false information and proclaimed that I felt a civic responsibility to contact the CA Attorney General to ensure that someone not as informed as me wouldn't be out more money than they have to in order to replace items. Was this jumping the gun? I'm not sure but it does bother me when a company doesn't know their own policies - particularly when it deals with consumer goods and consumer cash. The manager apologized for the incident and offered to sell the replacement buds. This manager called me back on Friday evening to get my serial number and take care of the transaction. As the manager called me back, he apologized again for the situation and informed me that he spoke to his manager and they decided that they're going to try to get me the two replacement pieces at no cost to me - they just needed to figure out how. I thanked him profusely and had a long conversation about where he was located (Texas) and various other personal issues back and forth. I was impressed with the care and attention and happy to have a long conversation with a stranger I've never met. We decided that I would pick up the replacements at the nearest store to my house. He called me back to let me know that no replacement pieces were available at that location and they were going to try a different method. At this point, the manager changed the subject as we were waiting for something to process and asked, "so you said these things were stolen huh?" I proceeded to tell him the story of what happened, how painful it was that it happened with friends and he seemed empathetic and understanding. I was very impressed by this call. I was placed on a brief hold and the manager came back to the line with a totally different tune. I was then informed that because I had just acknowledged that the items had been stolen and not lost, they were no longer going to send me replacements and I was now ineligible to purchase the replacement pieces - I would have to buy a new set entirely. I could not believe my ears and explained how after this call that is not happening. He maintained his position and offered me $100 to the apple hardware store. I said that's a joke, why don't you offer me the $130 and lets get those replacement pieces in hand. I was informed that this was not $100 credit to the apple store but valid on things such as hard drives, etc. After losing my mind I had to remind the manager that we are now at full circle, denying me a purchase of something clearly stated on the customer support page. I was told stolen is not lost (even though that is debatable - they are lost to me) and that I should probably file a report with the police department. There was no indication that this report would translate into my being able to purchase the "lost" item. I repeated his name and finished the call by saying that he was the highest person at Apple I was able to reach that day and I look forward to speaking again in the near future. My first apple computer was an Apple IIGS. I have loved this brand and have been a "fanboy" for as long as I can remember. I've never had a customer service experience in all of my years as horrifying as this. I was baited by Apple computer to admit something was stolen over $130 retail value. I have stuck with Apple over the years despite less than inspired hardware updates on their computers, purchased countless iPads and iPods for friends and family, and have only missed the iPhone 5. I am happy to say I will never purchase another Apple product. Shame on you and shame on your price gauging tactics that I have now witnessed through your customer service.