I've been using my AirPods Pro 2 for about 11 months, and recently I've started to notice a weird crackling sound coming from both of them. This happens randomly about once a day, but the issue goes away if I disconnect and reconnect them. Because they're still under warranty, I reached out to Apple Support, and they guided me through a bunch of troubleshooting steps, including cleaning and updating my devices.
Last Friday, during a call with Support, they ran diagnostics and found a 'sensor issue' with both AirPods. They suggested I go to the Apple Store for a replacement since they don't repair AirPods. So, I visited the Apple Store today, but the technician ran his tests and claimed everything was fine. Although he pointed out the test result from my call with Support that had a yellow alert symbol, he said that this indicated an incomplete test. Since he couldn't find any issues during his check, he refused to replace my AirPods. To make matters worse, he suggested I sit there and try to reproduce the problem in front of them. They even implied I should stay for up to 10 hours to show them the issue! I'm confused about the differences between Apple Support and the Store and what my next steps should be. Any advice?
2 Answers
I totally get how annoying this is. The technicians at the store are limited by what their diagnostics show, and if that's clear, they can't proceed with a replacement. If you don’t have AppleCare+, exploring the option for a repair might be your best bet. You could also reach out to customer service through their website for more clarification on the 'sensor issue' you were told about.
Also, don't hesitate to escalate your concern if you feel like the response from the store was inadequate!
It sounds like you had a really frustrating experience! Unfortunately, if the diagnostics don't show any issues at the store, they generally can’t offer a replacement. Support and the Apple Store do act a bit independently; sometimes support might see issues that don't show up during in-store diagnostics. You can try calling Apple Support again and see if they can arrange for an offsite repair, where you ship them your AirPods for further inspection.
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