Apple Recalling Small Number of Third-Generation Apple TVs Due to Faulty Part

[carlospizarro]

Apple yesterday began contacting some customers who recently purchased third-generation Apple TVs, informing them that their devices had shipped with an unspecified faulty part and offering an exchange for a brand-new unit shipped from the company.

Unlike some other repair or recall programs, Apple has not posted a public advisory about the issue, suggesting it is a small batch of affected units. As a result, the company is proactively reaching out to owners of the devices known to be defective and offering an exchange. Our defective Apple TV was purchased just a few weeks ago, and other affected customers are likely to have purchased their devices in a similar timeframe.

Replacement Apple TV shipped overnight from Apple​

Some users receiving emails from Apple may not have experienced any issues with their Apple TVs, as workers at the Help Desk have noted the company is taking preventative measures in identifying devices with the faulty part before any problems may arise.

Because Apple is contacting affected users individually and has not posted an information page on the Apple TV issue, it's likely that only a very small number of people purchased a faulty Apple TV. Readers do not need to worry whether their Apple TVs are defective, as anyone with a bad device will be contacted directly by Apple. Those who have been contacted, however, should be reassured that this is a legitimate replacement program initiated by Apple.

Article Link: Apple Recalling Small Number of Third-Generation Apple TVs Due to Faulty Part

Just purchased a nee Apple TV 3... Had problems with the connecton (home sharing) trick the APPTV (instead of connect it to my home wifi used the iPad tethering to connect it for the first time). Later connected it to my wifi and has worked flawlessly..

 

[iSRS]

More likely the faulty part may cause overheating or possibly an electrical shock. I don’t believe in conspiracy theories.

Agreed. Anyone who gets this email, make sure to also replace your plug and send the old one back. Don't be lazy and just swap out the unit.

 

[Robert.Walter]

I wish Apple had been so pro-active regarding other recalls.

I have an Apple TV that has suffered from intermittent connectivity issues since new. I only happened to stumble upon a secret recall for devices with this issue (within who's s/n range was my unit) ... Unfortunately, I became aware of this hidden recall after my unit was out of warranty and Apple refused to replace it.

This was a surprising disappointment for me.

Similarly, Apple had a major recall (excessive temp risk) on the 5W charger for the iPhone. In this case, Apple will replace it long out of warranty, but (if I am representative with my menagerie of eligible devices) even for customers that have their devices, and contact info, registered on the Apple Support Profile page (not to mention nearly every AppleID being the owner's active email address) Apple has made no apparent effort to reach-out to those customers and inform them of the open recall status affecting their products.

Apple needs to do better here. (It would raise the costs of quality and warranty, but send an unimpeachably strong pro-customer safety & service message.)

 

[tito2020]

Agreed. Anyone who gets this email, make sure to also replace your plug and send the old one back. Don't be lazy and just swap out the unit.

There issuing fast returns because this is unpopular product.

 

[konqerror]

More likely the faulty part may cause overheating or possibly an electrical shock. I don’t believe in conspiracy theories.

Doubt it. By law, safety related recalls have to be reported to the CPSC and they have to call it as such.
http://www.cpsc.gov/en/Business--Ma...to-the-CPSC-Your-Rights-and-Responsibilities/

 

[tkukoc]

I've had two go out in the past year because of faulty HDMI ports. Both were replaced at the Apple Store. Might be a similar issue with these.

 

[Gasu E.]

Anyone suspicious that maybe there is something IN the Apple TV that Apple doesn't want us to see? We need to tear down, fix-it style, one of these "faulty" apple tvs to see what is really going on inside.

My Apple TV isn't working at all. It's possible the tin foil is blocking the wifi signal.

 

[TheGreenBastard]

You've spoiled me, AngerDanger … I'm begging to see a Photoshopped picture of an Apple TV in a shape of a banana

AngerDanger please deliver.

 

[dannyyankou]

It's not common that a company reaches out about a recalled product before the customer complains.

 

[doctor-don]

When people with CRT TVs needed a converter box (analog / digital), a well-documented seller had one or more cheap capacitors that were under-spec ... and they BLEW.

The seller's response to queries as to what the capacitors' specs were? Ship the unit to us (your cost). and we'll repair it for $30 and send it back to you. So you paid $30 for it originally? What did you expect from us?

Junk pile / Recycle bin.

Anyone sad about the current downswing in finances in China?

 

[Marlor]

I don't think any conspiracy theories are needed to explain this one.

They likely had a (small) bad batch of components, and want to get the units replaced without a formal recall, as the timing is terrible. They're just about to release a new Apple TV, and a formal recall (or numerous customer complaints on forums) could affect the media for the new product. Every story about the new Apple TV would include a paragraph on the "recent recall of the former model".

They're playing it safe from a PR perspective. Sensible.

 

[npmacuser5]

You've got to admit: no other company comes even close to this kind of service. Way to go Apple!

I would say Apple has excellent support during the warranty or purchase of extended support. However, I have received the same level or better from other's. Good news, more companies are realizing the value of customer support.

 

[Kajje]

Mine doesn't work directly connected to a $500 time capsule. This is clearly a faulty unit. How about sending me a pair of them Fedex shipping labels, Apple?

 

[SteveW928]

Couldn't agree more, Apple's customer service is second-to-none – they're up there with Logitech.

You forgot the 'sarcasm' smily... Logitech customer service? I'm still getting pop-ups from installing their drivers asking me to complete surveys and stuff, long after completing said surveys, and other dialogs. And, aside from the poor quality of the actual driver software in the first place, their support has not been able to address this.

I like my Performance MX mouse for the most part, in terms of hardware, but the software is nasty.

 

[SteveW928]

Anyone suspicious that maybe there is something IN the Apple TV that Apple doesn't want us to see? We need to tear down, fix-it style, one of these "faulty" apple tvs to see what is really going on inside.

No kidding! While Apple service is good, that's just a bit too good (and vague). Maybe those particular units bypass DRM or something like that... hehe.

 

[SteveW928]

I don’t believe in conspiracy theories.

Depends on who is involved and what the details are. I used to be much more skeptical too, but sometimes there are actual conspiracies. Often, behavior gives them away.

 

[SteveW928]

Agreed. Anyone who gets this email, make sure to also replace your plug and send the old one back. Don't be lazy and just swap out the unit.

If that were the case, they'd have specified it.

 

[BillyTrimble]

replace it right before the new one gets announced.

What? Please explain. What does one have to do with the other? You're not making any sense. The owner already had purchased the presumably defective unit. Apple is reaching out and replacing it for free. You aren't really thinking that Apple should give them a new one, are you? Maybe they should throw in some Apple stock just for the fun of it.

It just seems like time and time again so many of you just can't wait for the chance to bash Apple, even when it's completely unwarranted and downright cruel and dumb and nonsensical. Really makes me wonder why I read this forum.

 

[nviz22]

In a few weeks, companies will be dumping those gen threes because the new one is probably coming out next month. Overhauling is extremely long overdue. I had one for about a week but then returned it. I just felt like the Chromecast provides better value to me.

 

[alvindarkness]

I wish Apple had been so pro-active regarding other recalls.

I have an Apple TV that has suffered from intermittent connectivity issues since new. I only happened to stumble upon a secret recall for devices with this issue (within who's s/n range was my unit) ... Unfortunately, I became aware of this hidden recall after my unit was out of warranty and Apple refused to replace it.

This was a surprising disappointment for me.

Similarly, Apple had a major recall (excessive temp risk) on the 5W charger for the iPhone. In this case, Apple will replace it long out of warranty, but (if I am representative with my menagerie of eligible devices) even for customers that have their devices, and contact info, registered on the Apple Support Profile page (not to mention nearly every AppleID being the owner's active email address) Apple has made no apparent effort to reach-out to those customers and inform them of the open recall status affecting their products.

Apple needs to do better here. (It would raise the costs of quality and warranty, but send an unimpeachably strong pro-customer safety & service message.)

I agree. Their service while in warranty is great, but there have been so many defective products released by Apple with nothing but absolute denial. I'm just glad us 2011 MBP owners got a decent class action law suit together to "encourage" Apple to do something about radeongate. Its with a heavy heart that I purchase an Apple product these days, and entirely due to the amazing developers making great apps on OSX, and absolutley NOT because of Apple's service or hardware.

 

[farewelwilliams]

What? Please explain. What does one have to do with the other? You're not making any sense. The owner already had purchased the presumably defective unit. Apple is reaching out and replacing it for free. You aren't really thinking that Apple should give them a new one, are you? Maybe they should throw in some Apple stock just for the fun of it.

It just seems like time and time again so many of you just can't wait for the chance to bash Apple, even when it's completely unwarranted and downright cruel and dumb and nonsensical. Really makes me wonder why I read this forum.

if you're taking every comment on Macrumors very seriously, you're gonna have a bad time.

 

[chewbaka]

Say my device was purchased at Best Buy and not the Apple Store. How does Apple know if I have a faulty box?

 

[TwoBytes]

How do apple contact the users if they bought the TV 2nd hand or through another seller not apple? They should have a website to check serial numbers. I'd like s free shuffle

 

[CFreymarc]

This is an impressive action. Other companies for such a small bad run would just keep monitoring the serial number in the returns for internal audits. Coming out publicly and noting there was a bad run pins it on the supplier.

 

[CFreymarc]

Say my device was purchased at Best Buy and not the Apple Store. How does Apple know if I have a faulty box?

Was told that the serial number of all Apple devices can cross reference to an internal database noting the date, time, location, part stock and even the assembly crew on line when a device was made. They may be able to check this against diagnostic information sent from users and also returned devices. Supposedly is so detailed, the return rate of products built on a line is part of the assembly crew's regular evaluation.