Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Apple Launches AirPods Pro Service Program for Crackling/Static Problems and ANC Issues
- Thread starter MacRumors
- Start date
- Sort by reaction score
I had this happen to the left one in April, it was replaced, and then the right one did it in September, also replaced. A week later the left (which had been replaced in April) started doing it again, so it was also replaced. Therefore I have a complete new set as of September. Not happy with the lack of reliability, but I have no complaints about Apple’s service with this issue.
I purchased a second set a couple of weeks ago, when the price was a bit under $200. Handy for my workflow, I’m either on the phone or listening to music/podcasts while working during the day, and swapping between the two when the power is depleted on one is convenient. AC+ paid for itself already.
I purchased a second set a couple of weeks ago, when the price was a bit under $200. Handy for my workflow, I’m either on the phone or listening to music/podcasts while working during the day, and swapping between the two when the power is depleted on one is convenient. AC+ paid for itself already.
Right on time, I just developed this issue and had been reading the thread on it last week. I had actually meant to chat with Apple during the past two days.
Hopefully they've discovered the issue and the new ones don't have that issue.
Hopefully they've discovered the issue and the new ones don't have that issue.
Per the repair program page:
"Apple has determined that a small percentage of AirPods Pro may experience sound issues. Affected units were manufactured before October 2020."
Definitely not all of them.
I have an issue with my AirPods Pro and wonder if it’s the same issue:
When I first got them, they worked fine. I’m 99.9% sure that they passed the noise cancellation “fit” test, and ANC was working.
After a while, I had a problem with charging the Right AirPod Pro. Apple replaced it for me under warranty.
Once I paired the new Right AirPod, i noticed that when I walked, I heard a “click” in my *left* ear (the opposite one from what was replaced) in sync with every step I took. Music sounded fine if I stayed still, but if I walked I heard “click, click, click” with every step.
So, I did the noise cancellation “fit” test again, and was unable to ever get a “pass” from them. The left AirPod always failed. I tried all the different tips - same issue.
If I turn ANC “OFF”, the clicking goes away. So, since I walk every day, I’ve just decided to leave ANC “OFF” forever.
Now I hear about this “crackling” issue. Is that the same issue I’m experiencing?
When I first got them, they worked fine. I’m 99.9% sure that they passed the noise cancellation “fit” test, and ANC was working.
After a while, I had a problem with charging the Right AirPod Pro. Apple replaced it for me under warranty.
Once I paired the new Right AirPod, i noticed that when I walked, I heard a “click” in my *left* ear (the opposite one from what was replaced) in sync with every step I took. Music sounded fine if I stayed still, but if I walked I heard “click, click, click” with every step.
So, I did the noise cancellation “fit” test again, and was unable to ever get a “pass” from them. The left AirPod always failed. I tried all the different tips - same issue.
If I turn ANC “OFF”, the clicking goes away. So, since I walk every day, I’ve just decided to leave ANC “OFF” forever.
Now I hear about this “crackling” issue. Is that the same issue I’m experiencing?
A bit dreaming, aren't you? A lot of quality failures during the last years proof the contrary, especially e.g. keyboard issue (butterfly scrap), or 'display gate' (iPhone 6 Plus), or ... a lot other cases customers were repelled or ignored with their sorrow by customer service!
Ideally, this might indicate that they changed something in their manufacturing process, and that future units shouldn’t have this particular issue anymore.
And since the manufacturing date is only one of the criteria, it’s at least theoretically possible that not all batches produced until now were affected. (Although mine definitely were. Bought them late last year, and got them replaced just a month ago. We’ll see whether the new pair is any better.)
I’ve only had one replacement cycle (albeit for both pods) so far, but the experience was surprisingly good: Took only a 10-minute phone call to arrange a replacement under warranty. Two days later the new AirPods arrived, and all I had to do was drop off the old ones at a UPS pickup point just around the corner.
I had better luck. I rattled off everything I had tried right when I described the problem (had researched the issue here and on Apple’s boards before calling AppleCare), and that seemed to help move things along. The support guy basically went “ah, good to hear that you tried all of that”, did the little problem repetition spiel they always have to do (“So, I understand that you’re having the issue that...”), asked for a few more details about the noise, so that he could fill out his paperwork, and then directly offered to replace them.
It might very well be. It seems to manifest in slightly different ways (e.g., mine sounded more like the crackling noise you’d hear from a blown out bass speaker), but the common denominator is that it happens only when ANC is active and picking up outside sounds.
A working ANC system affects the sound coming from the headphones in a way that mostly cancels out external noise. When the AirPod Pros’ ANC breaks, it still modifies the output, but the result doesn’t match the outside sounds anymore, and instead of cancellation you end up with some kind of noise artifacts.
I had this. It was as if there was a loose wire in the device. If you moved it would cause static. Eventually it got bad enough that if I spoke then it caused static. If I was perfectly still and just listening it was OK.
After I replaced the left one I realized the right side also had a problem. Not quite so bad. If I walked while using these then the right side would produce a sort of "thump" or "thud" with each step. Contacted Apple and they also replaced this one free of charge. I bought them in the fall of 2019.
Interestingly enough, I went to the Apple store to get the second one replaced. The tech used a lightning cable to connect the charging case to his laptop and ran some sort of diagnostics that told him it needed replacement.
Apple today announced the launch of a new service program for AirPods Pro sound issues, which is designed to address AirPods Pro units experiencing static or crackling sounds or problems with Active Noise Cancellation.
Faulty AirPods exhibit the following problems, according to Apple:
Affected AirPods were manufactured before October 2020, and those who have AirPods experiencing issues can take them to Apple or an Apple Authorized Service Provider for service free of charge. Apple says that the AirPods Pro will be examined prior to service to verify that they're eligible for the program. AirPods Pro earbuds demonstrating the issue (left, right, or both) will be replaced.
- Crackling or static sounds that increase in loud environments, with exercise or while talking on the phone
- Active Noise Cancellation not working as expected, such as a loss of bass sound, or an increase in background sounds, such as street or airplane noise
The program applies only to the AirPods Pro and not other AirPods models. It covers AirPods Pro for two years after the first retail sale of the unit.
AirPods Pro users have been complaining about issues with crackling/popping sounds during movement and problems with Active Noise Cancellation for months now. Affected users see the crackling or popping sound appear over time, and it appears to occur when something causes the earbud to move or vibrate.
Article Link: Apple Launches AirPods Pro Service Program for Crackling/Static Problems and ANC Issu
I had the crackling issue twice with the right airpod pro and the right replacement one. Now I can hear occasional static creeping up on the left airpod pro, too. Frustrating!
Apple today announced the launch of a new service program for AirPods Pro sound issues, which is designed to address AirPods Pro units experiencing static or crackling sounds or problems with Active Noise Cancellation.
Faulty AirPods exhibit the following problems, according to Apple:
Affected AirPods were manufactured before October 2020, and those who have AirPods experiencing issues can take them to Apple or an Apple Authorized Service Provider for service free of charge. Apple says that the AirPods Pro will be examined prior to service to verify that they're eligible for the program. AirPods Pro earbuds demonstrating the issue (left, right, or both) will be replaced.
- Crackling or static sounds that increase in loud environments, with exercise or while talking on the phone
- Active Noise Cancellation not working as expected, such as a loss of bass sound, or an increase in background sounds, such as street or airplane noise
The program applies only to the AirPods Pro and not other AirPods models. It covers AirPods Pro for two years after the first retail sale of the unit.
AirPods Pro users have been complaining about issues with crackling/popping sounds during movement and problems with Active Noise Cancellation for months now. Affected users see the crackling or popping sound appear over time, and it appears to occur when something causes the earbud to move or vibrate.
Article Link: Apple Launches AirPods Pro Service Program for Crackling/Static Problems and ANC Issues
I hope you have used other companies Laptops and phones.
Samsung doesn't update it's phones after a year that fast and release new phones with new Android versions.
Hardware wise they charged me to fix bricked and non rooted Galaxy S6 in warranty with no water or a physical damage.
Laptops, I hope you have dealt with Dell, HP or Lenovo warranties.
If everything went well, I am sorry, I may be the only one unlucky with them and lucky with Apple.
Btw I was a hard core Android user and Windows user until 2015.
Howdy, I had this discharging issue with 3 different pairs of AirPods, two original sets, and now once on my AirPod Pro set. I found out that is caused when the charging contact in the case gets a little dirty. This causes the AirPod to discharge rapidly vices charging. I solved it by regularly taking a very slightly dampened q-tip with 90% isopropyl alcohol, and cleaning the contact in the case. Use only a little of the alcohol and leave the case open long enough for it completely evaporate. Since I started doing that, I have not had that problem. Apple replaced both AirPods, and my case while I as having this issue with the original AirPods. It is funny that all it was is a dirty charging contact LOL.
Good luck!
THIS is the right move by Apple. And great timing too as well considering new iphone models have been released.
Reason: Jumping between these or Sony WF-1000XM3's (selling each on kijiji each time) before finally making up my mind.
not a single one of the AirPods Pro had an issue, not once. All updates never experienced failing ANC or lessened effect. Sorry you're experiencing or have experienced this issue, honestly. Hopefully it'll be the last failure of an Apple product you purchase.
I've purchased the AirPods Pro's x3 since late last year until early spring 2020.
Reason: Jumping between these or Sony WF-1000XM3's (selling each on kijiji each time) before finally making up my mind.
not a single one of the AirPods Pro had an issue, not once. All updates never experienced failing ANC or lessened effect. Sorry you're experiencing or have experienced this issue, honestly. Hopefully it'll be the last failure of an Apple product you purchase.
I replaced my right one a few months ago, now it’s needs replacing again. My buddy had his left one replaced twice already.
Glad their doing the right thing. I’m excited to get a proper fix for this problem, hopefully they’ve figured it out for real.
Glad their doing the right thing. I’m excited to get a proper fix for this problem, hopefully they’ve figured it out for real.
Like some of you, I chatted with support today (without knowing anything about this program beforehand) and they’re sending a new pair of apps (CC hold) but I’m sure it will be another set manufactured before 10/2020 and most likely will present the same issue eventually.
I do have to say, Apple usually does a good job making things right by me when I've had problems. Just this past week I not only had an AirPod Pro replaced (under the original warranty) for the crackling issue, I also had Apple replace the entire keyboard on my 2017 MacBook Pro at no charge under the keyboard service program (several of the keys were doubling or even tripling). Good to see that my remaining original AirPod Pro should be covered if it ever starts wigging out.
Fair enough and probably true, but also true is that nearly every product of any technological relevance has these kind or worse issues and their manufacturers don't always stand behind with this kind of a support program, so I'm not too bothered with Apple having repair programs to stand behind products with more than one-off issues. It's actually a good thing...
Curious when mine were manufactured as I just purchased them last week...debating if I should take the time to return exchange.
Yeah, I had that happen to me me. They only replace the bad one, I hate it because that leaves you with uneven battery life. I had this happened with regular AirPods. After 10 to 12 month of use one AirPods failed and was replaced. Before I had similar Battery life on both, after I alway had like 10% to 12% power left on new one when the old one would die. Really hated that, but at least the sound was equal and perfectly balanced.