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Apple Quietly Extends AirPods Pro Repair Program That Addresses Crackling/Static
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Took mine in today.. I already got both airpods swapped last year for audio problems. Today after taking mine back for an “audio test” they would only swap one out. I’ll take what I can get I guess 🤷🏽♂️
I took mine in today to an Apple Store as the left airpod pro has a constant static with noise canceling or transparency on. They did a quick diagnostic and they apparently both passed their test, so I’d have to pay $90 to replace one. This is frustrating… I put my AirPods in after leaving the store and the static was there immediately, even before playing music.
If you can make a case that they were supposed to be covered under the replacement program, Apple will refund you. But it will probably take a very convincing call (or two or three) to AppleCare.
The claim that it only affects units manufactured before October 2020 must be false. I'm on my 4th or 5th replacement and need to log another call with them and you'll see from the threads on the forum I'm far from alone.
Why would you keep sending out faulty units if you had a fix, must be costing a fortune.
Guess we won't get Gen 2 until they actually work out how to fix the problem and then the service program will end and we'll be expected to pay for replacements.
Took mine in today, both earbuds failed the three tests. Had none in stock so needed to be ordered, so have to wait a week for replacement.
My airpods pro disconnects suddenly after a couple of minutes, as if they are forgotgten, i have to re-pair them…a cvouple of minutes later i have to re-pair them…gave them to the repair center, they replaced the left and right pods, came back, same issue happened, they checked the case itself, nothing wrong with it….
i read a trick, which is pairing them with my macbook pro, then re-pairing them with My iphone again, and strangely, they’ve been acting fine since the….but im worried it would re-happen….
anyone facing that?
i read a trick, which is pairing them with my macbook pro, then re-pairing them with My iphone again, and strangely, they’ve been acting fine since the….but im worried it would re-happen….
anyone facing that?
I have a similar symptom. It also crackles when I speak. It's not deafening or anything like that, but it's there. Apple made an appointment at an authorized Apple retailer to have them replaced (that's the only location they could schedule an appointment at within a reasonable time).
I'd call support and try again. I've seen other people who had multiple failures but received replacements.
Within past few days (12JAN22) my AirPods MAX have been malfunctioning in a similar fashion -- used only for ATV4K (2nd gen) since purchased Oct 2021. No lossless audio involved. Firmware updated 2x to latest. During routine ATV4K watching right earphone suddenly screeched so loudly it hurt and had to quickly remove APMs. Went from bad to worse - left earphone intermittently cutting out and bluetooth connection disappeared and reconnected seconds later - watched on-screen notices. Reset. Placed in APM charging case and watched on TV screen as APM continued to alternatively disconnect and reconnect while in case, not being moved about. Waited 24hrs to see if any change - screech from both earphones, not at the same time, remains. Bluetooth oscillates connect / disconnect while out of case now - totally useless. Called Apple for exchange - not a problem for exchange or repair apparently, but they had a good 20 minute Q & A obviously asking detailed Q's from engineering about this ongoing sound static screech god-awful hurtful SCREEEECH sound. Repair/exchange box en route . . . so Apple's apparently been aware of the AirPods [all] sound issue. Sorry, can't recall if they were receiving standard stereo, multi-channel or atmos at time of malfunction - probably tried all three types while being disappointed at the hardware failure. ANC was 'on' and battery fully charged.
I have numerous times but they keep refusing - worst customer experience from Apple to date for me lol will be upgrading to new ones when announced so not end of the world but still annoying lol
While it has been nearly 6 months since a post on this thread, I thought I would share my experience yesterday. The program is still running for those interested and can be found on the Apple website.
My original AirPods Pro (from October 2019) had previously exhibited the static issue but a later firmware issue had seemed to address the problem. However, after the most recent firmware update in May, the issue had returned particularly in the right AirPod. This may or may not have been coincidental. I did read online some others noting this issue returning as well. So after the usual tricks and cleaning, I decided they had to go in. Fortunately, I live 2 blocks from an Apple Store.
I made an appointment for 1:05 pm. I arrived on time, flashed my QR code and then waited 45 mins. So, take the earliest appointment they offer you! Like everyone else, they are short staffed. 11:45 am was available, and I should have grabbed that. Once I was helped, the diagnostic procedure described above was the same. The Genius Bar employee took down a few pieces of information (name, email), used her iPad camera to capture the serial number from my Bluetooth settings and had me forget the AirPods from my settings. I received an email showing my possible charges if I had to pay as AppleCare was long gone.
I removed the silicon tips as requested and off the AirPods were whisked to the backroom for a 20 min test. The report came back that both had failed (not a shock). A few moments later, another employee brought out 2 new AirPods (including new medium tips which is the size I use - a nice bonus). Paperwork was updated to reflect no cost to me. (The employee did mention the replacement program without a lot of details. I suspect she guessed I already knew.)
Here's the one step I did not expect and it significantly added to what was an already a very long appointment at this point. (Apologies if this is known - it was new to me so I wanted to share it.) Despite being in the same replacement box, the two AirPods were on different firmware from each other. Of course, they cannot operate like that. In fact, they cannot even pair. Apparently, when the two AirPods are in a case that is being charged (wired or wirelessly), they will "check" with each other. The one with the newer firmware can actually transmit that to the one needing updating. This supposedly takes 20 mins. After about 30 mins of no luck with pairing, the Genius Bar Employee ran diagnostics on them and confirmed the firmware mismatch. She suggested I just go home and let them sit for a while. (My other option was to have her force the firmware upgrade - a 20 min task.) Opting for the home solution, I found that worked, and the new ones paired later last night without issue.
These are in fact, on the previous firmware 4E71, so we'll hear what happens when they finally move up to the May one. Hopefully no crackling! Apparently, I have a 90 day warranty on these replacements.
Overall, I cannot really complain. I got 2 new AirPods over 30 months after I bought the original ones for the cost of 90 mins. (I also bought a new case for my other set of AirPods Pro for $49 + tax as I had corrosion on a contact preventing charging, so I got that done at the same time.) Obviously, the best solution would have been no need for the fix, but I understand how consumer electronics are developed and how things are missed on the initial versions.
My original AirPods Pro (from October 2019) had previously exhibited the static issue but a later firmware issue had seemed to address the problem. However, after the most recent firmware update in May, the issue had returned particularly in the right AirPod. This may or may not have been coincidental. I did read online some others noting this issue returning as well. So after the usual tricks and cleaning, I decided they had to go in. Fortunately, I live 2 blocks from an Apple Store.
I made an appointment for 1:05 pm. I arrived on time, flashed my QR code and then waited 45 mins. So, take the earliest appointment they offer you! Like everyone else, they are short staffed. 11:45 am was available, and I should have grabbed that. Once I was helped, the diagnostic procedure described above was the same. The Genius Bar employee took down a few pieces of information (name, email), used her iPad camera to capture the serial number from my Bluetooth settings and had me forget the AirPods from my settings. I received an email showing my possible charges if I had to pay as AppleCare was long gone.
I removed the silicon tips as requested and off the AirPods were whisked to the backroom for a 20 min test. The report came back that both had failed (not a shock). A few moments later, another employee brought out 2 new AirPods (including new medium tips which is the size I use - a nice bonus). Paperwork was updated to reflect no cost to me. (The employee did mention the replacement program without a lot of details. I suspect she guessed I already knew.)
Here's the one step I did not expect and it significantly added to what was an already a very long appointment at this point. (Apologies if this is known - it was new to me so I wanted to share it.) Despite being in the same replacement box, the two AirPods were on different firmware from each other. Of course, they cannot operate like that. In fact, they cannot even pair. Apparently, when the two AirPods are in a case that is being charged (wired or wirelessly), they will "check" with each other. The one with the newer firmware can actually transmit that to the one needing updating. This supposedly takes 20 mins. After about 30 mins of no luck with pairing, the Genius Bar Employee ran diagnostics on them and confirmed the firmware mismatch. She suggested I just go home and let them sit for a while. (My other option was to have her force the firmware upgrade - a 20 min task.) Opting for the home solution, I found that worked, and the new ones paired later last night without issue.
These are in fact, on the previous firmware 4E71, so we'll hear what happens when they finally move up to the May one. Hopefully no crackling! Apparently, I have a 90 day warranty on these replacements.
Overall, I cannot really complain. I got 2 new AirPods over 30 months after I bought the original ones for the cost of 90 mins. (I also bought a new case for my other set of AirPods Pro for $49 + tax as I had corrosion on a contact preventing charging, so I got that done at the same time.) Obviously, the best solution would have been no need for the fix, but I understand how consumer electronics are developed and how things are missed on the initial versions.
Thanks for the update. Glad the replacement program worked out well for you.
The reason that there hadn't been any posts here for several months is probably because there is a much longer and more active thread devoted to the same issue. If nothing else, it makes for interesting reading.
AirPods Pro: Rattlegate
So there appears to be a widespread issue with the AirPods Pro: they seem to eventually develop a rattling noise when Noise Cancellation or Transparency is in use. It is believed to be a hardware problem at this stage and fairly widespread. Apologies for the use of yet another "-gate", but no...
forums.macrumors.com
The airpods pro service program for sound issues is still going. I developed persistent static in the left airpod purchased in February of 2020. Made an appointment at the Apple store. They took both airpods and ran a test in the back. Both failed and replacements were offered on the spot. Was out the door in less than 20 minutes.
I did the online support tonight for my distorted left AirPod Pro. Since I've been through this process multiple times, I typed this upfront:
"My AirPods Pro (serial# H36GKK8Zxxxx) are malfunctioning in that the left earbud sounds as if it is distorted or “blown.” It makes the same sound with all my devices, which include an iPhone 11, iPhone 13 Max Pro, iPad Pro 11 and 12.9, and iPad mini 6. All my devices are on the current operating system. I have tried resetting the airpods pro, and reestablishing connections to my devices, and it doesn’t fix the problem. I have tried changing out the rubber ear tip and cleaning them, and that also doesn’t fix the problem. The distortion occurs with music and phone calls. The distortion is significantly worse with active noise cancellation and transparency mode turned on. I have 2 other pairs of airpods pro, both of which have required replacement. This is a known problem with Airpods, and Apple has a replacement program: https://support.apple.com/airpods-pro-service-program-sound-issues. I would appreciate it if you would send me a box to return my distorted pair. Thank you."
First question from the technician: "can you tell me the serial number of the AirPods?" Ugh. First line of my text.
Next reply from the technician: "sorry to say, but your AirPods don't qualify for the program." I respond with, "okay, but they are just a few months old, shouldn't they be under warranty?" Technician said, "it is a limited warranty, I will look into a send in option for you."
Next reply from the technician: "Would you want to be contacted with a new repair quote if additional issues are found?" My response: "If they are under warranty, why would I have to pay for a repair if they are faulty?" Tech: "no the quote is if anything additional is found." Me:"Don't send me a quote, I've already spent enough on these faulty earbuds and I'm not paying a dime more."
I'm thinking about getting these back and putting them up immediately on eBay. Would be nice to recoup some money from this overpriced junk.
EDITED TO ADD: since I seem to have triggered the sensitives on here, when I referred to putting them on eBay after I get them back from Apple, I'm talking about selling off the replacement pair which should be corrected by Apple if you believe in their repair service. And of course, I would disclose that they are replacements, no need to assume all individuals are unscrupulous.
"My AirPods Pro (serial# H36GKK8Zxxxx) are malfunctioning in that the left earbud sounds as if it is distorted or “blown.” It makes the same sound with all my devices, which include an iPhone 11, iPhone 13 Max Pro, iPad Pro 11 and 12.9, and iPad mini 6. All my devices are on the current operating system. I have tried resetting the airpods pro, and reestablishing connections to my devices, and it doesn’t fix the problem. I have tried changing out the rubber ear tip and cleaning them, and that also doesn’t fix the problem. The distortion occurs with music and phone calls. The distortion is significantly worse with active noise cancellation and transparency mode turned on. I have 2 other pairs of airpods pro, both of which have required replacement. This is a known problem with Airpods, and Apple has a replacement program: https://support.apple.com/airpods-pro-service-program-sound-issues. I would appreciate it if you would send me a box to return my distorted pair. Thank you."
First question from the technician: "can you tell me the serial number of the AirPods?" Ugh. First line of my text.
Next reply from the technician: "sorry to say, but your AirPods don't qualify for the program." I respond with, "okay, but they are just a few months old, shouldn't they be under warranty?" Technician said, "it is a limited warranty, I will look into a send in option for you."
Next reply from the technician: "Would you want to be contacted with a new repair quote if additional issues are found?" My response: "If they are under warranty, why would I have to pay for a repair if they are faulty?" Tech: "no the quote is if anything additional is found." Me:"Don't send me a quote, I've already spent enough on these faulty earbuds and I'm not paying a dime more."
I'm thinking about getting these back and putting them up immediately on eBay. Would be nice to recoup some money from this overpriced junk.
EDITED TO ADD: since I seem to have triggered the sensitives on here, when I referred to putting them on eBay after I get them back from Apple, I'm talking about selling off the replacement pair which should be corrected by Apple if you believe in their repair service. And of course, I would disclose that they are replacements, no need to assume all individuals are unscrupulous.
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By ripping someone else off? You deserve the service you got!
If they are replaced and essentially new, how is that ripping someone else off? Learn to read before you react.
I’m really disappointed in Apple lately. My original (bought in 2019) left AirPods Pro started crackling within the last year. The Apple Store support (and manager) wouldn’t even test the AirPod for the issue because the case I brought in was deactivated from their system (my wife temporarily lost her case, I ordered another case but she found hers in the meantime, so MY original case was now marked as replaced and Apple wouldn’t even test my AirPod). Apparently, Apple doesn’t track individual AirPods serial numbers now, the serial number is specific to the case (this makes zero sense). I’m seriously disenchanted by Apple’s support and if they didn’t make great products, I would definitely be looking elsewhere.
They said all devices impacted were manufactured before Oct. 2020…. So unless the replacements are old refurbished using the same defective parts, you may have a hard time getting them replaced again…
You said in your original post you would put them up on eBay and try to unload them… nothing about only if they were new replacements… I read your post the same way the other person did… or did you intend to disclose the defect in the ebay listing? It’s hard to read something that isn’t there…
I said "I'm thinking of getting them back and putting them up on eBay." So you think they would send me back the defective earbuds, and that I would put the defective earbuds up on eBay? And you assume I wouldn't disclose that they were replacements? You didn't read what I wrote, and you assumed the worst, which is typical on these forums...
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