I upgraded my wife's AirPods (1) to the 3rd generation MagSafe AirPods back in October 2022.
She was happy with them, but recently they continually unpair and re-pair to whatever device she is using. She's a heavy AirPods user, hours per day between phone and watching/listening. I tried all the known fixes to no avail, so I took them to the Apple Store for her, under warranty.
Things got a little bit confusing there.
The tech's first response was to send them to the depot for repair. I asked if there was another way (previously my AirPods were replaced on site) and she said no. As she was wrapping up, she said that her tablet was now telling her to run some further tests. After taking the AirPods in back for 10-20 minutes, she said the case and left AirPod needed to be replaced. Then, after consulting another tech, she said the system was not allowing her to replace the case. The tech suggested that I either send them to the depot, or replace the left AirPod and see if that fixes the problem. She told me to bring them back if the issue persisted. The issue happened again, right away, once I got them home. I went back to the Apple Store that evening. The prior tech was not around, but the new tech alluded that the prior tech didn't do a full diagnosis. His fix was to send it to the depot and have them shipped back to me.
The AirPods arrived at the depot and I was notified they were being looked at. Approximately 30 minutes later, I was notified no repair would be done, they work fine. They were returned and continue to disconnect/reconnect every few seconds. We have other AirPods in the house that work fine, and know that this is far from normal behavior.
At that point, I did some Google research and learned Tim Cook has a publicly available e-mail. I reached out there because I really didn't know how else to resolve this. It has been a full 30 days of back and forth with that support person, and 4 days ago I reached out. The response "it is still being looked into."
Is this the new normal for support at Apple? I am really frustrated. Am I missing something? What else can I do?
She was happy with them, but recently they continually unpair and re-pair to whatever device she is using. She's a heavy AirPods user, hours per day between phone and watching/listening. I tried all the known fixes to no avail, so I took them to the Apple Store for her, under warranty.
Things got a little bit confusing there.
The tech's first response was to send them to the depot for repair. I asked if there was another way (previously my AirPods were replaced on site) and she said no. As she was wrapping up, she said that her tablet was now telling her to run some further tests. After taking the AirPods in back for 10-20 minutes, she said the case and left AirPod needed to be replaced. Then, after consulting another tech, she said the system was not allowing her to replace the case. The tech suggested that I either send them to the depot, or replace the left AirPod and see if that fixes the problem. She told me to bring them back if the issue persisted. The issue happened again, right away, once I got them home. I went back to the Apple Store that evening. The prior tech was not around, but the new tech alluded that the prior tech didn't do a full diagnosis. His fix was to send it to the depot and have them shipped back to me.
The AirPods arrived at the depot and I was notified they were being looked at. Approximately 30 minutes later, I was notified no repair would be done, they work fine. They were returned and continue to disconnect/reconnect every few seconds. We have other AirPods in the house that work fine, and know that this is far from normal behavior.
At that point, I did some Google research and learned Tim Cook has a publicly available e-mail. I reached out there because I really didn't know how else to resolve this. It has been a full 30 days of back and forth with that support person, and 4 days ago I reached out. The response "it is still being looked into."
Is this the new normal for support at Apple? I am really frustrated. Am I missing something? What else can I do?