AirPods Pro: Rattlegate

[chiefdave]

Did a replacement a few weeks ago with no issue. Its basically just a script you go through now so they can tick all the boxes. Support team must be as sick of it as well are.

Will be waiting to see if the new model solves the issue. Is there any details of a trade in program, not really happy to pay full price given how much I paid for a product that has never really worked.

 

[japanime]

Will be waiting to see if the new model solves the issue. Is there any details of a trade in program, not really happy to pay full price given how much I paid for a product that has never really worked.

Totally agree they should do a trade-in program, but I'm almost certain they won't.

 

[pdxa4]

I went a few days ago to an Apple store, and they replaced both my airpods pro after running their tests. (Purchased in Nov 2019). I had the cracking / static noise and also a lack of bass. Kudos to Apple for having this recall.

 

[Deedeekay]

Replaced mine recently. My only issue was that I discovered the replacement program by accident. I had been putting up with the issue since it only really mattered if I moved around a lot or touched them and I had searched to see if there was a replacement program a year or so ago and found nothing. That’s pretty underhanded, IMO. Apple should’ve informed purchasers who have theirs linked to their Apple accounts at the very least.

 

[cmwebdev]

I had mine replaced for the first time back in May. The left airpod in my replacement set started the dreaded creaking/crackling/rattling issue after a couple months.

This time when I tried to get them replaced they said they couldn’t replace them under the program because the replacements they sent were manufactured in Nov. 2020 and anything manufactured after October 2020 allegedly won’t have the defect.

Has anybody else run into this issue when trying to get theirs replaced?

EDIT: changed 2021 to 2020. I had the year wrong.

 

[rxp]

I figured they'd start doing that - my last replacement (I've only done 2) was much harder than the first.

I'm a bit miffed that a £240 product wasn't designed properly and we had no credits due to the fault.

 

[chiefdave]

This time when I tried to get them replaced they said they couldn’t replace them under the program because the replacements they sent were manufactured in Nov. 2021 and anything manufactured after October 2021 allegedly won’t have the defect.

The obvious thing here is if they didn't have the defect you wouldn't need to replace them. Has any site every attempted a tear down to see if there is any actual difference between AirPods manufactured before and after October 2021.

I've lost count of the number of times mine have been replaced so either they've been sending out old AirPods with a known defect as replacements or they're talking complete rubbish.

 

[Phwoar]

I've lost count of the number of times mine have been replaced so either they've been sending out old AirPods with a known defect as replacements or they're talking complete rubbish.

I would think the former. Your experience is the same as mine.

 

[michaelant]

Has anyone sent in for repair recently but they say they can't duplicate the issue?

This just happened to me. I had both left and right replaced twice before, but this time just the right side was bad. Left had remained good for months. So I thought I knew what symptoms would prompt a successful replacement from them: Fail fit test every time, worse NC especially for cancelling inner ear noises while walking. I only occasionally got a rattle because I don't tend to talk with them in.

But I give up, now. I'm just going to get the version 2. I'd have to spend $100 anyway to replace the one that I was looking forward to getting normal noise cancelling from ($90 plus shipping). I really wonder if now that the new ones are out, they're making their criteria for replacing them stricter. At least there was no diagnostic fee.

Also, I certainly hope they've learned from this design failure and made changes so this same failure doesn't occur with version 2. The grilles look different, so that's a positive hint. If it's truly better sound quality and better noise cancelling, I don't mind paying for that.

 

[vinegarshots]

Has anyone sent in for repair recently but they say they can't duplicate the issue?

This just happened to me. I had both left and right replaced twice before, but this time just the right side was bad. Left had remained good for months. So I thought I knew what symptoms would prompt a successful replacement from them: Fail fit test every time, worse NC especially for cancelling inner ear noises while walking. I only occasionally got a rattle because I don't tend to talk with them in.

But I give up, now. I'm just going to get the version 2. I'd have to spend $100 anyway to replace the one that I was looking forward to getting normal noise cancelling from ($90 plus shipping). I really wonder if now that the new ones are out, they're making their criteria for replacing them stricter. At least there was no diagnostic fee.

Also, I certainly hope they've learned from this design failure and made changes so this same failure doesn't occur with version 2. The grilles look different, so that's a positive hint. If it's truly better sound quality and better noise cancelling, I don't mind paying for that.

Failing fit test /reduced sound quality usually happens when a little ear oil/wax gets onto the inner grille. It’s not a mechanical failure in that instance. If you clean with putty, it’s pretty easily reversible. I have to do this once a day to keep them sounding like new, which is super annoying.

 

[michaelant]

Failing fit test /reduced sound quality usually happens when a little ear oil/wax gets onto the inner grille. It’s not a mechanical failure in that instance. If you clean with putty, it’s pretty easily reversible. I have to do this once a day to keep them sounding like new, which is super annoying.

After you do that, does it pass the fit test?

Mine looks perfect, but I used mounting putty on it after Apple refused repair and it does sound better. Still fails the fit test every time however. BUT, it isn't back to new sounding, where inner ear sounds from walking were pretty completely cancelled, which is the biggest annoyance for me. I'd say those sounds are now half cancelled, after putty.

It also seems like something is up with just one side, which would point toward a hardware problem, because I've never puttied the left side and it's remained good for a year. The right side pretty quickly failed. I asked my doctor and she said I produce the same amount of oil and wax in each ear (I did not ask her).

The new design looks like it has a closed sensor, rather than a grille, where the problem sensor currently is. They've moved the problem grille location up towards the top so it's not pushing directly against the ear. I have hope they won't have the same failures.

 

[vinegarshots]

After you do that, does it pass the fit test?

Mine looks perfect, but I used mounting putty on it after Apple refused repair and it does sound better. Still fails the fit test every time however. BUT, it isn't back to new sounding, where inner ear sounds from walking were pretty completely cancelled, which is the biggest annoyance for me. I'd say those sounds are now half cancelled, after putty.

It also seems like something is up with just one side, which would point toward a hardware problem, because I've never puttied the left side and it's remained good for a year. The right side pretty quickly failed. I asked my doctor and she said I produce the same amount of oil and wax in each ear (I did not ask her).

The new design looks like it has a closed sensor, rather than a grille, where the problem sensor currently is. They've moved the problem grille location up towards the top so it's not pushing directly against the ear. I have hope they won't have the same failures.

Yeah, on mine they pass the fit test after a thorough cleaning, and usually fail after a couple days of use. Rinse and repeat, no pun intended 😅

If you start to get the crackle, that usually means that some kind of contaminant has entered one of the microphones (like a speck of dust, etc), or the microphone has been damaged in some way

 

[James_C]

Really disappointed with Apple Support. I have a pair of AirPods Pro that was manufactured in Sept 2020. The left AirPod rattles and hums. I took it to the Apple Store in Bristol (UK) yesterday, thinking that I could get them replaced under the repair program that states 'eligible if manufactured prior to Oct 2020'. Apple genius tested them and confirmed that in fact both AirPods failed Apples test, but then said that these were not part of the batch that qualified under the repair program, despite the Sept 2020 manufacturing date. My daughter has the same problem with hers, and this is the second pair, after the first was replaced with the same problem. Clearly there is a design / manufacturing defect inherent in many of these AirPods, yet Apple refuses to recognise the whole issue. Going to take this further!

 

[Sikh]

Really disappointed with Apple Support. I have a pair of AirPods Pro that was manufactured in Sept 2020. The left AirPod rattles and hums. I took it to the Apple Store in Bristol (UK) yesterday, thinking that I could get them replaced under the repair program that states 'eligible if manufactured prior to Oct 2020'. Apple genius tested them and confirmed that in fact both AirPods failed Apples test, but then said that these were not part of the batch that qualified under the repair program, despite the Sept 2020 manufacturing date. My daughter has the same problem with hers, and this is the second pair, after the first was replaced with the same problem. Clearly there is a design / manufacturing defect inherent in many of these AirPods, yet Apple refuses to recognise the whole issue. Going to take this further!

I would talk to a manager or talk to apple support over the phone. This is unheard of. If they failed the test, usually they replace them regardless of if you fit the program or not.

Funny thing is, most decisions are left up to the genius cause apple themselves would rather replace your airpods than have you be upset over something so stupid.

I would definitely ask for a manager, they will always choose to replace especially in your situation.

 

[James_C]

I would talk to a manager or talk to apple support over the phone. This is unheard of. If they failed the test, usually they replace them regardless of if you fit the program or not.

Funny thing is, most decisions are left up to the genius cause apple themselves would rather replace your airpods than have you be upset over something so stupid.

I would definitely ask for a manager, they will always choose to replace especially in your situation.

Thank you, that is exactly what I did yesterday. Went back to the same Apple Store (Cribbs Causeway in Bristol), and asked to speak to the manager (Markus). I explained that I was unhappy with the outcome of the Genius Appointment. He reviewed the service report and agreed that my AirPods Pro had failed in exactly the same way as those covered under the service program. Given that my Airpods were manufactured prior to the Oct 2020 cutoff, he used his authority to get my Airpods replaced. I am going back today with my daughter to hopefully get hers replaced as well (As they too have the rattle problem). I believe the same manager is due to be in store, so will speak to him if we need to.

He did tell me only the store managers have the ability to use their discretion to override Apple standard policy if they think there is just cause. My faith in Apple service is restored

 

[PFox78]

Thank you, that is exactly what I did yesterday. Went back to the same Apple Store (Cribbs Causeway in Bristol), and asked to speak to the manager (Markus). I explained that I was unhappy with the outcome of the Genius Appointment. He reviewed the service report and agreed that my AirPods Pro had failed in exactly the same way as those covered under the service program. Given that my Airpods were manufactured prior to the Oct 2020 cutoff, he used his authority to get my Airpods replaced. I am going back today with my daughter to hopefully get hers replaced as well (As they too have the rattle problem). I believe the same manager is due to be in store, so will speak to him if we need to.

He did tell me only the store managers have the ability to use their discretion to override Apple standard policy if they think there is just cause. My faith in Apple service is restored

As you're in the UK, you should use your Consumer Law Rights to get a full refund and just buy the second generation. Watch this video (

).

 

[Sikh]

Thank you, that is exactly what I did yesterday. Went back to the same Apple Store (Cribbs Causeway in Bristol), and asked to speak to the manager (Markus). I explained that I was unhappy with the outcome of the Genius Appointment. He reviewed the service report and agreed that my AirPods Pro had failed in exactly the same way as those covered under the service program. Given that my Airpods were manufactured prior to the Oct 2020 cutoff, he used his authority to get my Airpods replaced. I am going back today with my daughter to hopefully get hers replaced as well (As they too have the rattle problem). I believe the same manager is due to be in store, so will speak to him if we need to.

He did tell me only the store managers have the ability to use their discretion to override Apple standard policy if they think there is just cause. My faith in Apple service is restored

They definitely do but so do geniuses. I have a buddy who was a genius for many years and he said the managers always had his and his teams backs. The only time he was EVER questioned was by Apple and it was because he replaced a ~2 month old macbook pro for free. It had liquid damage and the person that brought it in said it was an accident and using his judgement, he definitely knew they deserved a pass so he did just that. Even when questioned, Apple ended up saying "ok" and moved on. They just wanted to know why he replaced a liquid damaged computer and if he was aware of it, he never got written up or anything like that.

Apple truly doesnt care what the geniuses do as long as its not egregious. They want every interaction to be positive. He said the feedback survey scores (they have a name for this im not remembering) is what matters the most and it NEEDS to be 99% all the time or thats when there are issues. They care more about customer service than they do about "giving product away"(within reason, obviously).

I'm glad they took care of you. You shouldn't have to escalate to a manager again but if the new genius doesnt replace your daughters app's, just explain the situation from yesterday and they should be able to see the history and just do it.

The genius that originally helped you makes no sense cause he sees the tests fail AND knows about the program. I'm going to chalk it up to either them being a super tight rule follower or just new and not wanting to mess something up which is fair but go ask someone else on your team or a manager for help.

 

[James_C]

I'm glad they took care of you. You shouldn't have to escalate to a manager again but if the new genius doesnt replace your daughters app's, just explain the situation from yesterday and they should be able to see the history and just do it.

Yep they replaced my daughters today, no problem. Don’t know why the genius did not replace mine initially, he was just following the policy set by Apple, I also spoke to his supervisor who also took the same stance. It was only on the following day when I asked to speak to the store manager did he intervene and get it sorted. Anyway happy now that both mine and my daughters have been replaced.

My only issue is Apple should really change their policy to replace any AirPods that fail in this way, as clearly there is a design or manufacturing defect that goes beyond the batches that Apple included in the current service programme.

 

[James_C]

As you're in the UK, you should use your Consumer Law Rights to get a full refund and just buy the second generation. Watch this video (

).

Thank you for your help, however I know UK consumer law quite well. However it does not enable you to demand a refund for a quality problem after return period has ended. It is the retailer that has the responsibility not the manufacturer to repair or replace (or refund at the retailers discretion) a product that had the defect when sold. In my case the AirPods were purchased from Amazon and not directly through Apple. I would have had to go through Amazon if I wanted to claim under consumer law. It was an option I was going to pursue if I could not get Apple to replace. The other problem with consumer law is that after 6 months it is consumer that has to prove that the item had the defect when sold, which is why I was initially reluctant to go the Amazon route ( although to be fair I don’t know how difficult Amazon would make this).

 

[Sikh]

Yep they replaced my daughters today, no problem. Don’t know why the genius did not replace mine initially, he was just following the policy set by Apple, I also spoke to his supervisor who also took the same stance. It was only on the following day when I asked to speak to the store manager did he intervene and get it sorted. Anyway happy now that both mine and my daughters have been replaced.

My only issue is Apple should really change their policy to replace any AirPods that fail in this way, as clearly there is a design or manufacturing defect that goes beyond the batches that Apple included in the current service programme.

I agree but if anything apples policies are meant to be broken by the genius team from what I gathered from my buddy.

I dont know why his sup/manager also took the same stance ESPECIALLY since it was before oct 2020 but im glad it was easier for you today to get your daughters replaced. Sounds like that stores management needs to get their **** together

 

[derdante]

Damn do I hate Apple splitting up the AirPods when they're sent in for replacement. I have crackling on both AirPod Pros, on the left it's loud and immediately noticeable, on the right one it's a little subtle but definitely beginning to crackle as well. I've sent both in and today I got the replacement for only the right one. (Which has the issue but not as severe). The left one is definitely still the old model with the mic grill flush with the outer casing instead of being recessed. They should just treat it as one product that is defective and replace both AirPods every time.

 

[japanime]

Damn do I hate Apple splitting up the AirPods when they're sent in for replacement. I have crackling on both AirPod Pros, on the left it's loud and immediately noticeable, on the right one it's a little subtle but definitely beginning to crackle as well. I've sent both in and today I got the replacement for only the right one. (Which has the issue but not as severe). The left one is definitely still the old model with the mic grill flush with the outer casing instead of being recessed. They should just treat it as one product that is defective and replace both AirPods every time.

Same thing happened to me the last time I sent them in a few months ago. Apple replaced the left one, but not the right one, which now crackles like a bowl of Rice Krispies.

 

[derdante]

Same thing happened to me the last time I sent them in a few months ago. Apple replaced the left one, but not the right one, which now crackles like a bowl of Rice Krispies.

It's really annoying. Even putting the crackle aside, the difference in ANC between the old and new one is really bad. You can't just couple a two year old AirPod Pro with a brand-new one. It's going to sound off.

 

[dannyyankou]

The issue was starting up again, so I made an appointment for earlier. Both AirPods failed the hardware test, they were both replaced at no charge. I'm blown away.

 

[tor_2]

Can anyone explain me the tests they run in order to check if you are eligible? My right one started to click and I want it to be replaced and I would like to know what they need to consider the pod as faulty…