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izeyad

macrumors newbie
Original poster
Oct 30, 2021
16
19
A couple of weeks ago I wrote about an issue I was having with my AirPods Max:
Airpods Max only turn on after hard restart.. every time!

After that, I took them to the Apple Store here in the UK, and they diagnosed them and identified the issue to be with the right sensor, and said that they need to be replaced as they don't fix AirPods and only replace them.

Yesterday, they completely stopped connecting to any device no matter what I try. Sometime I can get the indicator to light "green/orange" but it never connects. I can hear some barely audible static but nothing more. I don't know how a faulty sensor can cause them to completely stop working, not to mention other very weird issues I experienced with them, so they definitely need replacing.

Another non-related issue is discolouration. I have the Space Grey ones and about a year ago I noticed some discolouration in a circular shape, and it just kept getting worse on both sides. I always keep them in their This never happened with any other Apple product.
IMG_3300.jpeg


The issue is that they are out of warranty as I got them when they first came out. They said they would replace them for free if I had bought them from the UK, but unfortunately I got them from Amazon US 'for full price, they were out-of-stock here'. I contacted both UK/US Apple Support and they said they can't do anything without the warranty, and said replacing them would cost me £380, which is almost 70% their original price. Also contacted Amazon and they told me to contact Apple as they take no responsibility after 1 month of purchase.

Basically I paid $550 for Apple's most expensive headset and it only worked for less than 2 years, and now no one is taking any responsibility. I am sure if this was a more common issue Apple would issue a replacement program 'like the original AirPods Pro', but not sure how common this is.

Anyone with a helpful experience on what I can do to get them fixed/replaced for free or for a smaller fee?
 

Kottu

macrumors 6502
Sep 21, 2014
272
197
In Sweden we have a reclaiming right of 3 years. As your APM has discolouration which started a while ago and not caused by you, it should be a manufacturing defect. Check with UK's consumer advisory department

Contact ; Citizens Advice
Telephone: 0808 223 1133
 

izeyad

macrumors newbie
Original poster
Oct 30, 2021
16
19
In Sweden we have a reclaiming right of 3 years. As your APM has discolouration which started a while ago and not caused by you, it should be a manufacturing defect. Check with UK's consumer advisory department

Contact ; Citizens Advice
Telephone: 0808 223 1133
Yeah that's what the Apple guy told for UK and Europe, but since I bought them from the US and they have lousy customer rights I don't get anything 🤦🏻‍♂️
 

izeyad

macrumors newbie
Original poster
Oct 30, 2021
16
19
Contract Apple's executive relations team in Cupertino via email. I don't have that email address on hand, but I know someone here will have it. (Google might also turn it up.) They will hopefully be able to take care of you.

EDIT: To reach the exec team, email tcook@apple.com. Here's a Reddit post talking about it. https://www.reddit.com/r/apple/comments/su28nf
Thanks for the suggestion. I'm sure we don't need to take it up to Tim Cook himself to get a pair of AirPods fixed 😆
 

japanime

macrumors 68030
Feb 27, 2006
2,562
3,548
Japan
Thanks for the suggestion. I'm sure we don't need to take it up to Tim Cook himself to get a pair of AirPods fixed 😆
True 🤣

But seriously, that's a great way to get the attention of the executive team, which really is known for graciously handling concerns such as yours that should be handled at the customer-service level but somehow aren't.
 

izeyad

macrumors newbie
Original poster
Oct 30, 2021
16
19
Update:
I took the AirPods again to Apple, and they sent them for repair. It is a hardware issue and now they're asking me to pay £280 'inc tax' to get them fixed, after just 18 months of paying £550 for them!

The worst thing is, they identified the issue to be with the 'ethernet' port. What?!! Since when do AirPods have ethernet ports 🤣

I guess my only option is to pay and hope they refund it at some point if it is found to be an issue with AirPods in general. I don't want to throw them away after paying £550 for them.

AirPods in general (not just Max) seem very problematic and have much more issues than other Apple products.
Screenshot 2023-01-12 at 1.41.34 pm.jpg
 

japanime

macrumors 68030
Feb 27, 2006
2,562
3,548
Japan
The worst thing is, they identified the issue to be with the 'ethernet' port. What?!! Since when do AirPods have ethernet ports 🤣
I think you really should try the executive relations team. Show them the "ethernet port" notation. That alone should be evidence that your case is not being handled professionally.
 

izeyad

macrumors newbie
Original poster
Oct 30, 2021
16
19
I think you really should try the executive relations team. Show them the "ethernet port" notation. That alone should be evidence that your case is not being handled professionally.
Yeah, now i'm thinking i may just do that.. can't rely on this level of support..
 
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