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Apple Launches AirPods Pro Service Program for Crackling/Static Problems and ANC Issues
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For me the only thing thats bother me is ANC and hearing people talk. Those AirPods used to be real silenced back in nov -19. That tells me it is a FW fix.
I have no other problems with them. But I understand your frustration.
I wanted to chime in on this topic. I just got both of my AirPods Pro’s replaced at the Apple Store. I made an appointment under the program and told them
I was experiencing “crackling” during my runs in both of my APP’s. They did a “diagnostic” on my APP’s and replaced them. I asked about the program and wether it was a software or hardware issue and after some verbal gymnastics
he all but confirmed that it is a hardware issue.
After leaving the Apple Store I sat in my truck and listened to a couple of songs that I knew had triggered the crackle in the past and I can report that the issue no longer exists at all and the new APP’s sound great, if not a little better!
if you’ve purchased your APP’s before Oct. 2020, which is likely all of you, get your APP’s replaced. The hardware issue that was causing the issue has been resolved and, no, a firmware update will not fix the issue. To finish, it’s unfortunate that many people will not likely have their APP’s replaced because most are not on forums such as these.
I was experiencing “crackling” during my runs in both of my APP’s. They did a “diagnostic” on my APP’s and replaced them. I asked about the program and wether it was a software or hardware issue and after some verbal gymnastics
he all but confirmed that it is a hardware issue.After leaving the Apple Store I sat in my truck and listened to a couple of songs that I knew had triggered the crackle in the past and I can report that the issue no longer exists at all and the new APP’s sound great, if not a little better!
if you’ve purchased your APP’s before Oct. 2020, which is likely all of you, get your APP’s replaced. The hardware issue that was causing the issue has been resolved and, no, a firmware update will not fix the issue. To finish, it’s unfortunate that many people will not likely have their APP’s replaced because most are not on forums such as these.
my experience:
went to local apple store without appointment, no luck, they said i could have to wait around 2 hours, nah!, they set up an appointment for the following friday, hell no. I online chat with support and they agreed to replace both APP. Place a CC hold for close to $196. Monday Nov 2, left APP arrived. No news of right APP. Wednesday nov 4, between chat and phone call I was able to get the tracking number of the right APP, it was stuck somewhere in Memphis, TN and not moving since the previous Sunday Nov 1 (I also reported this to FEDEX, they said they were going to investigate further and get in touch with me, I am still waiting). The lady over the phone was very nice and ordered a second right APP unit and send it to me NEXT DAY DELIVERY. On thursday nov 5, i had the new right APP in my hands. I have used them, all nice, no weird noises so far, but like @Jakbe12 said, ANC is ON and it's like, IDK, i still remember when i bought my APP back in december 2019 and that "whoosh" sound effect and feeling in my ears was there the very first time, well, it did not happen this time, ANC ON and I still can hear people around me talking, I know it's not going to 100% cancel all sounds and noises around me, but i remember it was different the first time. Ear fit test passes every time with the replacement set, until now at least, FW updated normally, i did notice the grill recessed compared to the old ones too. OK, time to send the old ones back. First box did have a return label, the second one, did not. Contacted Apple again. I was not sure if I should to send them back in one box or in 2 separate boxes like I received them. After several tries of trying to reach each other (email, phone calls), today, finally, she sent me over email a FEDEX return label and was told to put both of them in one box. I removed the rubber tips on both, she said it was ok, i put each one of them in those very little white boxes and the those 2 boxes inside the brown cardboard box (i had to get rid off of the inside of it to fit them) and also put inside all the old shipping labels and labels of the small white box i was not using (cushion), I wrote the CASE ID and REPAIR ID numbers inside the box just to make sure, i don't know, i had the feeling this whole thing was going to get messy and end up with a charge on my CC. The box is ready and I'm dropping it tomorrow. Out of curiosity, i checked my CC account online and i don't know when but, that apple cc hold, has been removed. the first right APP is still lost somewhere in a FEDEX warehouse in Memphis, TN :/
I only hope I don't get any surprises later.
went to local apple store without appointment, no luck, they said i could have to wait around 2 hours, nah!, they set up an appointment for the following friday, hell no. I online chat with support and they agreed to replace both APP. Place a CC hold for close to $196. Monday Nov 2, left APP arrived. No news of right APP. Wednesday nov 4, between chat and phone call I was able to get the tracking number of the right APP, it was stuck somewhere in Memphis, TN and not moving since the previous Sunday Nov 1 (I also reported this to FEDEX, they said they were going to investigate further and get in touch with me, I am still waiting). The lady over the phone was very nice and ordered a second right APP unit and send it to me NEXT DAY DELIVERY. On thursday nov 5, i had the new right APP in my hands. I have used them, all nice, no weird noises so far, but like @Jakbe12 said, ANC is ON and it's like, IDK, i still remember when i bought my APP back in december 2019 and that "whoosh" sound effect and feeling in my ears was there the very first time, well, it did not happen this time, ANC ON and I still can hear people around me talking, I know it's not going to 100% cancel all sounds and noises around me, but i remember it was different the first time. Ear fit test passes every time with the replacement set, until now at least, FW updated normally, i did notice the grill recessed compared to the old ones too. OK, time to send the old ones back. First box did have a return label, the second one, did not. Contacted Apple again. I was not sure if I should to send them back in one box or in 2 separate boxes like I received them. After several tries of trying to reach each other (email, phone calls), today, finally, she sent me over email a FEDEX return label and was told to put both of them in one box. I removed the rubber tips on both, she said it was ok, i put each one of them in those very little white boxes and the those 2 boxes inside the brown cardboard box (i had to get rid off of the inside of it to fit them) and also put inside all the old shipping labels and labels of the small white box i was not using (cushion), I wrote the CASE ID and REPAIR ID numbers inside the box just to make sure, i don't know, i had the feeling this whole thing was going to get messy and end up with a charge on my CC. The box is ready and I'm dropping it tomorrow. Out of curiosity, i checked my CC account online and i don't know when but, that apple cc hold, has been removed. the first right APP is still lost somewhere in a FEDEX warehouse in Memphis, TN :/
I only hope I don't get any surprises later.
After reading about this program here and the symptoms I started focusing on how AirPods Pro sounded. The amount of bass seemed to be falling off considerably and the AirPods Pro no longer passed the Ear Tip Fit Test for either ear with any of the included ear tips. I didn’t really hear any static and the ANC and Spatial Audio still worked.
Last week, I noticed if I tapped the right earbud I could hear a squeak or feedback sound. I decided to try to get them replaced. I contacted Apple Support under the program and asked if my AirPods Pro were eligible for replacement. After a series of questions, they said they were sending replacements for both the right and left.
I just got them a few hours ago. After waiting for a software update—they were on 2D27 which is really old—I tested them compared to my originals that got literally the first day they were available.
First bass was back and both ears again passed the Ear Tip Fit Test. Oddly, the ANC seemed worse than my old pair but Spatial Audio was very much improved. I thought it was pretty good with the originals but this was night and day better. I had no idea. So the originals are going back to Apple though I really can’t explain why the ANC is not quite as good. At least when playing music, it seems about the same but without iPhone audio, the external sound is definitely coming through louder. I’m pretty happy that I went through the trouble.
Last week, I noticed if I tapped the right earbud I could hear a squeak or feedback sound. I decided to try to get them replaced. I contacted Apple Support under the program and asked if my AirPods Pro were eligible for replacement. After a series of questions, they said they were sending replacements for both the right and left.
I just got them a few hours ago. After waiting for a software update—they were on 2D27 which is really old—I tested them compared to my originals that got literally the first day they were available.
First bass was back and both ears again passed the Ear Tip Fit Test. Oddly, the ANC seemed worse than my old pair but Spatial Audio was very much improved. I thought it was pretty good with the originals but this was night and day better. I had no idea. So the originals are going back to Apple though I really can’t explain why the ANC is not quite as good. At least when playing music, it seems about the same but without iPhone audio, the external sound is definitely coming through louder. I’m pretty happy that I went through the trouble.
This is basically identical to what I'm experiencing, although I already got mine replaced a few months ago. There was also a low rumbling sound like the ANC wasn't properly cancelling internal body noises properly when you move your head around. Time to get another replacement and see if this permanently solves things, but I doubt it.
SAME EXPERIENCE - Minus the ANC being worse in the replacements. My APPs slowly lost bass and the Ear Tip Fit test failed with every tip size.... they squealed when I went to reposition them and there was a static/ripping sound during things like takeoff in a jet airplane. Just got my replacements - haven't tested them on jet/takeoff but the bass is noticeably better. ANC seems fine. Overall the sound seems WAY better.
Not sure who needs to hear this, but I got mine replaced in-store about 2 weeks ago (Oct 30), the replacements work perfectly and they were manufactured in June/July 2020. To organize it all, I did live-chat a few days before and they asked if I would be able to come in and I did. I didn't want to deal with shipping stuff.
I actually didn't learn about the repair program until the day I arrived at the store (I have AC+ so I didn't bother checking for a program). Either way, a super smooth process when done in-person (if you can manage it with everything going on). Can't comment on shipping obviously.
Anyway, I don't think we should worry about getting a pair of Airpods Pro manufactured after a certain date or anything like that. The ones they send back will have the crackling issue resolved.
ANC sounds better to me too!
I actually didn't learn about the repair program until the day I arrived at the store (I have AC+ so I didn't bother checking for a program). Either way, a super smooth process when done in-person (if you can manage it with everything going on). Can't comment on shipping obviously.
Anyway, I don't think we should worry about getting a pair of Airpods Pro manufactured after a certain date or anything like that. The ones they send back will have the crackling issue resolved.
ANC sounds better to me too!
This may seem like a silly question but two different Apple service advisors I have talked to didn’t have an answer. For those who have already sent back their AirPods Pro under this program, did you also send back the old eartips? Did Apple require it for removing credit card charge?
i kept the old tips. money refunded. i asked the girl on the phone, she said 'no problem'
What do you mean you got them replaced FEW MONTHS AGO? They didn't manufacture AirPod Prod (that don't have the problem) few months ago. This was a hardware problem and was only RECENTLY FIXED IN HARDWARE. You getting their replaced few months ago wouldn't have made any difference or fixed your issues. The issue however has now been fixed and if you go now to the store you will get one that was manfactured recently.
Yeah, here’s the thing. Wasted an hour at the Apple Store here in NYC. First they wouldn’t replace, then they had no idea what this recall was supposed to address, then a manager said just replace them as many times as needed. sooooo... got the replacement pair and checked the serial number. They were manufactured in May 2020 - BEFORE the recall. Zero change in quality. Still crackling and still amplifying the background noise for callers. Rediculous! So I’m waiting a few weeks to try it all again with, hopefully, better results. Anyone get AirPod Pro’s made after October 2020?? Are they any better? Thanks all!
I have to say, I've been using my replacement AirPods Pro for a couple of weeks now and no sign yet of the ear tip test failing.
The Apple tips are still useless and they fail with that but I would have previously seen the test failing with my Comply tips by now and needing to do the Bluetack trick.
Possible Apple has genuinely resolved this...
The Apple tips are still useless and they fail with that but I would have previously seen the test failing with my Comply tips by now and needing to do the Bluetack trick.
Possible Apple has genuinely resolved this...
I’ll chime in here to say while it seems they’ve “redesigned” them hardware-wise (looks like the problem grille is a little more recessed) to not fail now with the fit test and the attendant NC and sound quality issues, it does seem like the NC is worse at blocking midrange frequencies than it was when these were brand new.
People’s voices, and background radio, etc, get through noticeably more easily. I know this isn’t the sort of thing NC is supposed to cancel so much, but dang, these were kind of amazing when they first came out, for that. It made all sounds seem distant and thin, super easy to ignore. Now, not really. However, if that’s the trade off we have to make to have them not fail, and to keep the good bass and NC for internal ear canal noises, and to generally do the rest of NC well, I’ll take it. It’s just too bad they aren’t as incredible at NC as they were those first few glorious weeks a year ago
People’s voices, and background radio, etc, get through noticeably more easily. I know this isn’t the sort of thing NC is supposed to cancel so much, but dang, these were kind of amazing when they first came out, for that. It made all sounds seem distant and thin, super easy to ignore. Now, not really. However, if that’s the trade off we have to make to have them not fail, and to keep the good bass and NC for internal ear canal noises, and to generally do the rest of NC well, I’ll take it. It’s just too bad they aren’t as incredible at NC as they were those first few glorious weeks a year ago
Dear Friends,
I had the same issue and this is what i think. The problem is with the pressure balancing duct in the air pods. The pressure balancing act occurs when we put the airpods inside the ear. and it happens once when we insert the airpods and stays put till its removed or dislodged. When we press on air pods we hear a squeaking sound. Pressing on the Air-pod causes pressure inside the ear canal to increase. This compresses the internal microphone, while the outer microphone is still picking up sounds. As the change in pressure makes the internal microphone think that there is some sound, and it tries to cancel against the ambient sound. This creates the crackling effect or squeaking sound. Same air pressure differences are created when the person moves or nods his head. Since it is more perceptible in Transparency mode or ANC mode as both the microphones actively engaged. while in the off mode, the internal microphone is in standby, and hence the problem is alleviated. Using without the ear tip also balances the air pressure, within and outside ear canal, hence the internal microphone doesn't suffer and compression or decompression and therefore, there is no crackling or squeaking sounds.
Hope i make sense.
It seems apple made some design changes in airpod pro manufactured after Oct 2020 (If anyone is aware about design changes, please let me know)
Regards
I had the same issue and this is what i think. The problem is with the pressure balancing duct in the air pods. The pressure balancing act occurs when we put the airpods inside the ear. and it happens once when we insert the airpods and stays put till its removed or dislodged. When we press on air pods we hear a squeaking sound. Pressing on the Air-pod causes pressure inside the ear canal to increase. This compresses the internal microphone, while the outer microphone is still picking up sounds. As the change in pressure makes the internal microphone think that there is some sound, and it tries to cancel against the ambient sound. This creates the crackling effect or squeaking sound. Same air pressure differences are created when the person moves or nods his head. Since it is more perceptible in Transparency mode or ANC mode as both the microphones actively engaged. while in the off mode, the internal microphone is in standby, and hence the problem is alleviated. Using without the ear tip also balances the air pressure, within and outside ear canal, hence the internal microphone doesn't suffer and compression or decompression and therefore, there is no crackling or squeaking sounds.
Hope i make sense.
It seems apple made some design changes in airpod pro manufactured after Oct 2020 (If anyone is aware about design changes, please let me know)
Regards
Seems that I will wait a bit to ask for a replacement, I don't have any issues with cracking or buzzing but I did experience the massive ANC downgrade with the 2B588/2C54 update that I want resolved.
I fully remember the experience when I bought them in the Apple store in Barcelona back in December 2019 ( full Christmas noise levels I'll say 60-80 DB of noise between tons of people and the usual traffic jams of Gracia ) and it was leaving the store, putting them on ( not even with music playing ) and all I heard was "muffled" silence, then I played some lofi music and was really total silence at 30-40% volume, nowadays at 40% of volume I can hear my 2011 iMac keyboard key typing noise while I'm typing this.
For testing I did try other ANC products around me that I borrowed from friends or are mine: Both over/in ear Sony WH/WF and a Bose QC35 II and the only one that were closer or even better to the initial airpods experience where the Sony WF.
So yeah not my imagination as some people on reddit say.
I fully remember the experience when I bought them in the Apple store in Barcelona back in December 2019 ( full Christmas noise levels I'll say 60-80 DB of noise between tons of people and the usual traffic jams of Gracia ) and it was leaving the store, putting them on ( not even with music playing ) and all I heard was "muffled" silence, then I played some lofi music and was really total silence at 30-40% volume, nowadays at 40% of volume I can hear my 2011 iMac keyboard key typing noise while I'm typing this.
For testing I did try other ANC products around me that I borrowed from friends or are mine: Both over/in ear Sony WH/WF and a Bose QC35 II and the only one that were closer or even better to the initial airpods experience where the Sony WF.
So yeah not my imagination as some people on reddit say.
I had the same issue guys! I got mine a bit over a year ago, have been using it massively and the right started to give me a buzzing feedback a week ago when my NC was on and transparency mode. I got both replaced today and need to send the old ones back. They took £170 to hold until they receive the faulty ones.
I can’t complain of the quality as it served me for a year, but since they haven’t released a new airpods pro this year I wouldn’t want to stress if these pairs will have the same issue. Hopefully not, bit paranoid though.
Pretty frustrated with Apple on this. I had the crackling on my left AirPod Pro last spring and got it replaced in May under warranty with an easy exchange by mail. Last week I was on a flight and when the plane landed and engines kicked in to brake the plane, I had tremendous crackling and rattling in the right AirPod Pro. Since then I notice it also gives crackling when I'm on a call speaking strongly or when there is other strong background noise. I contacted Apple Support by chat expecting an easy exchange of the right AirPod. Nope. Instead I spent about a half hour with the rep going through all of the dumb troubleshooting only to finally be told at the end that I had to go to a store. My state just started new Covid restrictions so I wasn't even sure stores would be open, but at least the rep made me an appointment at a store about 20 minutes away for last Saturday evening at 7pm. I looked online and there were no other appointments available at any store by me, so at least that part went well. I got to the appointment and had to wait in line for an Express Window appointment. The Genius then plugged my AirPod case into an adapter attached to a MacBook and ran some kind of diagnostics. It did come back with an "Issues Found" screen which I thought was pretty cool....but I couldn't see any details of the diagnostics. She then told me she would have to order the AirPod and I'd have to come back to the store another time to swap it. Uggh! I asked if it could be shipped to my house for an exchange and she told me I should have gone through chat for that! I told her I did and they made me come to the store since my AirPods were out of warranty but within the service program. She told me that shouldn't have made any difference. Whatever, I was there so I had her order the new AirPod....she had trouble making the replacement go through and had to go see a manager. When she came back, she told me that since I had replaced the left AirPod already, the system thought I had already made a claim on the program and it was trying to deny me. But she understood and somehow manually overrode it to order the new right AirPod....I hope...I say that because she couldn't e-mail me any summary of the transaction and just said I will get an e-mail or call when the AirPod comes in. I hope I do! But still a very arduous process to replace a defective AirPod. Now I just hope my left replacement one stays good and doesn't give out since it was obviously made before October. I wonder if they would refuse to replace it a second time? They shouldn't since it is their quality issue. More to come....
Yup, I just drove on the exact same stretch of road at the same time of day in the same car as I did the first time I tried noise cancelling a year ago with the AirPods Pro, and, the NC is definitely not as good in these replacement AirPods. First time around, I practically felt like I was floating, the NC was so eerily good. Now, plenty of noise gets through. That said, the NC is still good now, just not spectacular. Noise cancelling got kinda ruined pretty quickly on the old pair, so, this level of functioning NC is for sure preferable.I’ll chime in here to say while it seems they’ve “redesigned” them hardware-wise (looks like the problem grille is a little more recessed) to not fail now with the fit test and the attendant NC and sound quality issues, it does seem like the NC is worse at blocking midrange frequencies than it was when these were brand new.
People’s voices, and background radio, etc, get through noticeably more easily. I know this isn’t the sort of thing NC is supposed to cancel so much, but dang, these were kind of amazing when they first came out, for that. It made all sounds seem distant and thin, super easy to ignore. Now, not really. However, if that’s the trade off we have to make to have them not fail, and to keep the good bass and NC for internal ear canal noises, and to generally do the rest of NC well, I’ll take it. It’s just too bad they aren’t as incredible at NC as they were those first few glorious weeks a year ago