Apple Launches AirPods Pro Service Program for Crackling/Static Problems and ANC Issues

[BatCats]

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.

So update - and please all chime in. the replacements I received from the Apple Store Oculus here in NYC were made in May 2020 (check ur serial numbers) and they have absolutely the same, horrible ANC sound quality issues! Background noise for callers is super loud rendering these headphones totally unusable for calls. At first the salesperson would not replace them, then checked with the manager who said, and this is a direct quote, “replace them and if the new ones have the same issues then let him replace them again as many times as he wants” so they KNOW there is a real issue. I have waited another month to rebook a replacement appointment with the hope of catching a newly manufactured pair. Back with more. Does anyone have a similar story?? Are newly manufactured Pro’s solving this ANC issue?

 

[Jakbe12]

So update - and please all chime in. the replacements I received from the Apple Store Oculus here in NYC were made in May 2020 (check ur serial numbers) and they have absolutely the same, horrible ANC sound quality issues! Background noise for callers is super loud rendering these headphones totally unusable for calls. At first the salesperson would not replace them, then checked with the manager who said, and this is a direct quote, “replace them and if the new ones have the same issues then let him replace them again as many times as he wants” so they KNOW there is a real issue. I have waited another month to rebook a replacement appointment with the hope of catching a newly manufactured pair. Back with more. Does anyone have a similar story?? Are newly manufactured Pro’s solving this ANC issue?

Its due to firmware. My first was dead silence. But then after second fw they start to get worse.

 

[Simos.805]

That crackling problem stared today with my left airpod. I will contact the local authorized store to replace it and I will try to replace both of them!

 

[TD912]

Its due to firmware. My first was dead silence. But then after second fw they start to get worse.

Don't think it's necessarily limited to firmware. For me, the originals I got back in April started out great with no rumbling noises when you move your head around, like they weren't even there. You could hear a bit of background noise through the ANC but it was minimal, even less when music was playing. They slowly got quieter, but then developed this annoying low rumbling sound whenever you moved your head around. I noticed the bass was a bit lower and they then started to fail the fit test and I got them replaced. The next two replacement set also started out the same way before eventually developing the same issues. Really frustrating. On my third set now with the recessed grilles which seem seem okay for now. The right side has developed a low rumbling sound again but it's lower in volume this time. I guess I'll have to wait and see how long this set lasts.

 

[bsmr]

Same issue for me.

Called Apple and they said, that I will get a new pair of Airpods Pro and have to send the old ones back.

But after calling the support nothing happens. No mail, no info etc.

Is it kind of normal behaviour? Will I get a new pair within the next days and that's it?

Kinda strange, isn't it?

 

[ach]

After I called in for support, they took down the information, I believe I get an email, tracking, etc. Came I. Couple of business days.

The replacement had no cracklings/ snapping noise with ANC ANC with head motion and pressing it to seat it better in my ear. Well, 6 months late, it is slowly coming back.

I am not sure I would buy / recommend these again.

 

[OddyOh]

Chatted with Apple yesterday, as both my AirPod Pros are crackling again. This will be my fourth replacement (2x both, 2x right only). Man...easily the worst Apple product I’ve ever owned in terms of repairs. At least it’s free under their repair program, for now.

 

[jokerz126]

Chatted with Apple yesterday, as both my AirPod Pros are crackling again. This will be my fourth replacement (2x both, 2x right only). Man...easily the worst Apple product I’ve ever owned in terms of repairs. At least it’s free under their repair program, for now.

Did they mail you the replacement pair or you need to send in first? My right ear is doing this now. This is a replacement pair already

 

[Apleeseed84]

Did they mail you the replacement pair or you need to send in first? My right ear is doing this now. This is a replacement pair already

I’m on my fifth set of AirPods Pro, start the repair process and choose self repair, if under warranty(I have AppleCare) they will overnight you a box to send your case and AirPods then like 2-3 days later they will replace your AirPods but will not replace the case.
The whole thing lasted like 4 days but it was fast imho

 

[Simos.805]

Did they mail you the replacement pair or you need to send in first? My right ear is doing this now. This is a replacement pair already

I thought the replacement ones are improved so they don't have this issue again.

 

[ach]

Did they mail you the replacement pair or you need to send in first? My right ear is doing this now. This is a replacement pair already

They send it first, and if you do not return the old unit (within a reasonable amount of time,) in a prepaid package.

 

[OddyOh]

Did they mail you the replacement pair or you need to send in first? My right ear is doing this now. This is a replacement pair already

Yes they send the replacements first. They place a hold charge on my credit card for the replacement price, and it's removed once I send back the broken ones.
Fingers crossed, haven't had any issues with this latest pair.

 

[4np]

Well, not so much in The Netherlands (or better: Apple Europe based out of Ireland). I'm on the Apple Support chat now and the only options they are giving are mailing them in for inspection by a service agent, or going to a Store (which is too far and covid-wise not a great option either).

• Thank you! In this case for your location, the first option, is the carry-in, where you go to a store to have a technician to inspect the device and I can share with you the closest stores to your location.
• And Mail-in, where you receive a box and then you send your device to us back for the repair. Here, the technician will inspect the device and determine the costs and time for the repair.
• What option would you like it ?

Thank you for that information, on this case yes, however the AirPods will be mail-in, and AirPods Pro will be examined prior to any service to verify that they are eligible for this program.

and it it will take 1 to 2 weeks as well, not guaranteed to be a free replacement under warranty

• Okay, how long will that take?
• On this case, 5–7 business days
• Yeah I won't be able to miss them that long.
• Understood, with this option the specialist inspect internal the AirPods and determinate the issue and if apply for the program and they will replace them for 0 cost
• And if they do not apply for the program?
• Om this case, it could have a cost associated and a technician will provide details for costs and turnaround time after examining the product takin into account that AirPods are out of warranty

Pretty disappointing for a known issue that has an extended 2 year warranty for a € 279 set of AirPods Pro (and this isn't the first time I have a run-in with Apple's service).

 

[jokerz126]

Yes they send the replacements first. They place a hold charge on my credit card for the replacement price, and it's removed once I send back the broken ones.
Fingers crossed, haven't had any issues with this latest pair.

are you still under the warranty period for the original purchase? it seems i'm past 1 yr so they won't just send me a replacement...i was told i had to send these in first....or should i just try for a different rep?

 

[OddyOh]

I'm not sure, but that's super inconvenient if they won't send the replacement first. But it shouldn't matter if you're out of warranty though, this replacement program sort of extends the coverage in this case, since it's such a defective product with this specific issue.
Speaking of, my right AirPod Pro has started crackling again the last couple days, but it's not doing it today suddenly. Weird.

 

[kingsrule5]

So in June I described the exact issue this is to replace specifically the exercise and phone call one when using apple support chat. They didn’t tell me it was a known issue and tried to tell me that it was $39 to replace the AirPod using my apple care. I declined and they said I could take it to an apple store to get checked without paying.

Finally went today to the apple store and they confirmed not just the 1 I realized was cracking but that other one failed too. They replaced both free of charge but would have been great if support chat had reported that to me back in June.

 

[BarrettF77]

Apple support is just the worst. Their staff have no clue of anything. I bought a couple pairs with the back to school stuff going on and the two sets I got you literally had to forcefully rip the lightning connector out of the case like you would rip it apart unlike a normal connection as we all well know in the iPhone. The manager was like we aren’t going to do an exchange but you can return them if you like. So I returned them and will also be getting a refund on the two iPad Pro units I just bought once they arrive tomorrow.

I’m incredibly over the customer experience with apple and their lack of professionalism and knowledge. Of a product is defective and I’m in the return period refusal to exchange is a joke. The AirPods Pro also have failed a friend who has cracklings again. Was in the repair program so the fix isn’t without issues still. Apple is cheapened more and more each day. I don’t look upon them in high regard.