Wow. I've had this same problem for months. I spent over an hour on the phone with Support just trying to describe the problem, until they came to the conclusion that there was absolutely no way to send me new ones or to have me send them my broken ones...because I live in Puerto Rico. The week prior, Apple had sent me a new cable for my phone in 2 days flat, yet when I had a problem, there was nothing they could do about it.
This is a very known feature of Apple, especially if you are subscribed to Louis Rossmann's channel. Basically, Apple is going to treat you first class only until you have a hardware problem.
Not just allergic to any hardware needing repair, Apple will go out of their way to make your life miserable. At the very best their repair is to replace most of your device for a hefty price, at worst they will flat out refuse to help even if you offer them to pay out of your pocket but also put their legal departments to work ensuring there is nobody else on the market to compete with the service they don't provide, stop shipments of parts that don't infringe on any trademarks or patents, and so on.
Same here. From Puerto Rico, too. I thought about sending my AirPods Pro to my relative living in FL, but with COVID-19 shipping delays I didn't want to risk missing the extremely narrow shipping window to send back the broken AirPods. They were all "Yep, this sounds like a problem! Let me set up a repair" until I sent my Puerto Rico address. Terrible support for non US-mainlanders.
I was in rural Japan, at least 5 hours from the nearest Apple Store, and had a dreaded MacBook keyboard stuck key. The first time I contacted Apple they said I absolutely had to travel to a Genius Bar appointment, and stay overnight until the laptop was repaired. This surprised me since in the past when I lived far from a store in the US, they would send me an overnight FedEx box.
I contacted them again a few weeks later and said I absolutely could not go to an Apple Store, as it would probably cost me $400-500 to do so. This time they figured out how to send a courier to pick it up from me and sent it back, repaired, within a few days.
It's possible there are many support staff who just don't know how to deal with these atypical situations.
All the people above complaining about how Apple didn’t help them. I had the exact opposite experience. They started doing it and 3 days later I had a completely new pair. Work great and was no problem whatsoever.
I just had my right airpod returned and replaced under warranty, it's only a matter of time before the left goes.
It took me two hours to get a person on the phone, and we went through no less than 3 reset cycles. :|
Then the advisor told me I have to return it in person to an apple store (which is closed) or to an apple authorized repair store, and mentioned there will be a $29 fee, but fortunately for me, she was reading the prices wrong. Warranty returns/repairs should be free of cost. I asked for a supervisor, and was connected to someone who actually knew what was going on. He said they could mail the replacement and return packaging so I wouldn't have to come in. Second advisor was so helpful and knowledgeable. I'm just babying my left airpod before it goes.
Try using the official Apple Support App and chatting w them. They should send you a replacement airpod pro the same way you got a cable. They will just place a hold on your card for the amount of the replacement part until you return the defective one. They ship with a pre-filled return label - at least in the US
I used support via iMessage, and the support rep ran me through one reset cycle and basically said "that sucks" and got me set up with a return. This was approximately two weeks ago, so I wonder if their policies are evolving?
I've gotten both my left and my right Airpod pro replaced on different occasions. My right one after 4 months and my left one 1 month later. So far, all of my friends/coworkers that own the pro's also got them replaced at some point within 6 months, or are dealing with the 'Rattlegate' issue.
I am blown away by the quality of the pro, both positive and negative. How is it that we are all paying $280 and still have to replace them every year.
One good point is, Apple is sending replacements out without any questions asked other than 'is it making that sound?'. The replacement flow is really smooth too:
Call or chat -> CreditCard got charged -> Left or right replacement is send via UPS -> You replace the specific side that isn't working correctly -> You pack the broken one in the bag that is included -> You return it for free at a UPS point. Obviously, this won't work anymore after a year of use because after that they are out of warranty. (At least in The Netherlands)
I don’t know about the Netherlands specifically, but most countries in the EEA have extremely strong consumer protection laws. It’s probably the case that you have many years of guaranteed freedom from manufacturing flaws under your local laws. In the U.K. it’s almost pointless to purchase extended warranties as most items are guaranteed by law to be free from manufacturing defects for 6 years after purchase.
This is a pretty short (and poorly styled) blog post that just links a much deeper dive, the latter of which should IMHO be where this submission links:
This happened to me four times in four months. Every time, it appeared one of the microphones was broken, because I would hear a buzzing, rattling, or clicking noise when in transparency or noise-canceling mode. The current set have both been good for a two or three months.
At least Apple has great service. When the Apple store was open I could just walk over there and get the broken AirPod swapped in minutes. After lockdown I needed to call Apple support and get them to mail me one, which would take a few days to show up.
Wow, so thats what it is? My Siri hasnt been working well and I just assumed the two were unrelated. Roughly every other sentence I dictate to Siri has the word 'Play' at the start of it as well, which must be related. I can wait 5 seconds after triggering siri to begin speaking and it is still prefixed with 'play'. No idea why but all these together sound like a support call is in order.
I had this problem with both left and right AirPods. I got a replacement, and a confirmation that it is a known issue. I currently live in Czechia, and there’re no official Apple stores here, but this hasn’t been a problem. I just had to wait a couple of days for the replacement.
Interestingly enough, I had a very similar issue with my Sony WH-1000XM3. They would click and pop whenever I moved my head, touched them, or simply when a door or window would open or close and produce a small change in air pressure. They would click several times in a row, every time with less intensity, before stopping. Extremely annoying. Just like with the Airpods, it would only happen with ANC on.
After a failed attempt to repair them in warranty, I just insisted on getting a new pair or my money back.
I am fairly confident that in both cases it was a hardware failure.
I had this problem with my AirPods Pro, too. Funny thing though... I have intermittent tinnitus in my left ear, and it took me a few weeks to realize it wasn’t my ears making the noise but rather a problem w the AirPods. I had been switching between noise-cancelling and transparency mode, swapping ears, etc to see if it would go away. It didn’t, so I assumed it wasn’t an audio processing issue. Then one day I realized I hadn’t tested on “off” mode (since you only get to this mode through the UI I had forgotten it even existed). The noise issue went away instantly. Called Apple and they replaced it without hassle.
Still kinda blows me away that this issue sounded so identical to my tinnitus that I literally couldn’t tell the difference.
I always wonder with "gates" like this: how many people (what percentage) are affected?
For example, I never had an issue ever with my AirPods Pro since I bought them six months ago. Does that make me the outlier? Or is it just that 1% have issues, but they are very vocal about it (for understanable reasons)?
Something I learnt many years ago when I worked in sales was that a happy customer might tell one or two people but a pissed off one will tell everybody.
That said it doesn't negate the underlying issue if it's a real one.
Apple sold over 60 millions AirPods. Even if 0.01% is affected - thats 6,000 negative complaints for you. The page that is linked to the post has about 200 quoted complaints.
> It seems this is very widespread. Just a quick internet search turns up tons of people having the same issue. Sadly, most people think it is specific to them, that they've done something wrong, or they're waiting for a firmware update to see if that fixes it.
Well thats a bummer to hear. I finally pulled the trigger and upgraded to the Pro after a pretty happy/successful run with the originals (1G).
Actually my revelation that the Pros are inferior came on the first day before I even popped them in my ear. You can tell just by holding the 1Gs and the Pros in your hand: note the clearance between the lid and body on the 1G is almost non-existent compared to the Pro - a sign of better build quality. When you pop open the lid on the Pros, you note they dont fit snugly in the case. You can easily wiggle them around making me wonder if the charging contact will be a problem later on.
Given the speed with which I had charging problems, it surprises me that I don't hear more people complaining about it. The metal contacts inside the case of mine don't seem to protrude enough. I can usually get it to work again with a q-tip... but not by cleaning. I kind of put it down and swirl it around until it catches on the metal and pulls them out again a bit. Without that, no amount of jiggling or pressing will get charging contact. Then it happens again a few days later. The right side started doing it first. The left one followed a few months later.
But, i just had my own 'rattlegate' around the time of this post, and apple replaced the case under warranty for me with the bad pod, at least.
I'm on my 3rd or 4th pair. The current ones need to be replaced as they rattle, first appearing in the left now the right are progressively following suit.
They are convenient and work well, however the fault rates are incredible. As soon as apple store opens back up I'll be replacing them for 5th time. At this point, I have given up and probably go back to SoundMagic in ears or something with noise cancelling that I can use while riding my motorbike.
PS: I didn't purchase apple care, and my friends/colleagues haven't had any issues.
Antidotally I am a heavy airpod pro user, averaging seven hours a day. I have two pairs so one is always at full power. I have not experienced this problem.
Is there a hardware piece physically rattling inside? Or is this a software issue?
I have the new airpods but haven't had any issues (besides a single airpod sometimes not syncing with my phone at first). For what it's worth, I rarely ever use the mic.
For me this issue persists even in all the other "modes". The support chat advised me to take off the rubber tips and try them without for testing and it didn't make any rattle noises then. I don't really understand how that can be the reason.
There is a middle option? I've only been able to find out about the 'NC' mode or transparency, switching between them is holding the 'stick' of the Airpod for a few seconds.
I just dropped my left airpod pro replacement in the mail today. Fingers crossed this works, I had the right one replaced just three months ago for not charging. The "seal test" never works either for both ¯\_(ツ)_/¯
I do agree these have by far been the most needy/buggy pair of wireless headphones I've owned in the past 5 years (Beats, Bose, Sony, Anker, B&O). Yes, I own a lot of headphones
I have replaced my right AirPod (1 in 3 months), but as yet, these don't hold a candle to the PowerBeats3. I think I went through 5 replacements in 1.5 years.
With PowerBeats, I had to send in the headphones for warranty repair, losing any use (in the couple of cases they maybe, kind of kept working). For the replacement AirPod, at least Apple sent the replacement before I had to send it back to them.
Oh wild, I didn't know this was widespread. Happened in my left airpod pro, and went through Apple Support to get a replacement mailed out. Hasn't happened to the right one yet, though I _did_ notice a real difference in audio quality between the new left and the old right. I'm kind of hoping it starts to rattle so I can more-easily get a replacement for it, honestly?
Up until the other day, I had only needed to replace my AirPods twice so far. But then the microphone died on the right one and now I will need to replace them yet again.
I love my AirPods but this is so incredibly frustrating.
Pro tip: Use the Voice Memo app to determine which microphone is failing, and then go into the Bluetooth settings. You can make the microphone default to the side that isn't broken.
Sheesh, this is a big reason why I dislike Airpods. They've turned headphones/earbuds into a piece of disposable tech.
Apple wants to be normalize the purchase of a new pair of earbuds every year. It sounds like you're about to be on your 4th pair since 2017. Even just having to replace them twice seems excessive.
I'm on my second pair of corded over the ear headphones since 2008. My current ones still work, but one of the ear cushions is starting to fall apart. Instead of throwing all the electronics away, I can just get a new ear piece on eBay for $3
The author calls out Apple for the ecological implications for replacing faulty AirPods every few months, but accepts no responsibility for purchasing the AirPods himself-- the product is designed around an embedded battery that can't be serviced and has a limited lifespan.
If you want ecological headphones, you could buy ones with no battery or a replaceable battery.
I had my faulty Airpod replaced via mail after calling them. They ship you a working one with a return label and you have a few days to send your broken one back. They also put a hold on a card as a deposit.
I contacted apple support and got a new pair. Free (with credit card hold until I sent the defective pair back).
So far so good.
But if it happens again... yeah not sustainable.
Same here I had both replaced, but they would only let me replace one and later the other. Replacing was great at first, I observed that the first few days the sealing test was perfect, but already the test is not passing. I m pretty sure it’s a hardware problem, could be shock resistance could be wax could be humidity but it looks like the mic (or many?) who is needed to do the noise cancellation gets faulty somehow. If it’s a design issue I guess the only option will be to wait for the next gen, apple might offer a discount if you bring back your pro but I’m pretty sure they won’t do a thing unless this becomes a public issue (maybe the European Commission or some class action) too bad as I love this product hopefully the next gen will fix it
[+] [-] personlurking|5 years ago|reply
[+] [-] lmilcin|5 years ago|reply
Not just allergic to any hardware needing repair, Apple will go out of their way to make your life miserable. At the very best their repair is to replace most of your device for a hefty price, at worst they will flat out refuse to help even if you offer them to pay out of your pocket but also put their legal departments to work ensuring there is nobody else on the market to compete with the service they don't provide, stop shipments of parts that don't infringe on any trademarks or patents, and so on.
[+] [-] george_perez|5 years ago|reply
[+] [-] rgovostes|5 years ago|reply
I contacted them again a few weeks later and said I absolutely could not go to an Apple Store, as it would probably cost me $400-500 to do so. This time they figured out how to send a courier to pick it up from me and sent it back, repaired, within a few days.
It's possible there are many support staff who just don't know how to deal with these atypical situations.
[+] [-] codestic|5 years ago|reply
[+] [-] unknown|5 years ago|reply
[deleted]
[+] [-] ravenstine|5 years ago|reply
[+] [-] kawfey|5 years ago|reply
It took me two hours to get a person on the phone, and we went through no less than 3 reset cycles. :|
Then the advisor told me I have to return it in person to an apple store (which is closed) or to an apple authorized repair store, and mentioned there will be a $29 fee, but fortunately for me, she was reading the prices wrong. Warranty returns/repairs should be free of cost. I asked for a supervisor, and was connected to someone who actually knew what was going on. He said they could mail the replacement and return packaging so I wouldn't have to come in. Second advisor was so helpful and knowledgeable. I'm just babying my left airpod before it goes.
[+] [-] Iwork4Google|5 years ago|reply
[+] [-] pgtruesdell|5 years ago|reply
[+] [-] WildGreenLeave|5 years ago|reply
I am blown away by the quality of the pro, both positive and negative. How is it that we are all paying $280 and still have to replace them every year.
One good point is, Apple is sending replacements out without any questions asked other than 'is it making that sound?'. The replacement flow is really smooth too: Call or chat -> CreditCard got charged -> Left or right replacement is send via UPS -> You replace the specific side that isn't working correctly -> You pack the broken one in the bag that is included -> You return it for free at a UPS point. Obviously, this won't work anymore after a year of use because after that they are out of warranty. (At least in The Netherlands)
[+] [-] noodlesUK|5 years ago|reply
https://www.apple.com/uk/legal/statutory-warranty/
[+] [-] plussed_reader|5 years ago|reply
That was always the deal; the non-serviceable li-on cells degrade significantly after a year of constant use.
[+] [-] mey|5 years ago|reply
[+] [-] kabes|5 years ago|reply
[+] [-] NullPrefix|5 years ago|reply
I somehow misunderstood this part. Do you have to pay for warranty replacement?
[+] [-] SilasX|5 years ago|reply
https://forums.macrumors.com/threads/airpods-pro-rattlegate....
[+] [-] ajzinsbwbs|5 years ago|reply
At least Apple has great service. When the Apple store was open I could just walk over there and get the broken AirPod swapped in minutes. After lockdown I needed to call Apple support and get them to mail me one, which would take a few days to show up.
[+] [-] borkt|5 years ago|reply
[+] [-] aaomidi|5 years ago|reply
[+] [-] drclau|5 years ago|reply
Interestingly enough, I had a very similar issue with my Sony WH-1000XM3. They would click and pop whenever I moved my head, touched them, or simply when a door or window would open or close and produce a small change in air pressure. They would click several times in a row, every time with less intensity, before stopping. Extremely annoying. Just like with the Airpods, it would only happen with ANC on. After a failed attempt to repair them in warranty, I just insisted on getting a new pair or my money back.
I am fairly confident that in both cases it was a hardware failure.
[+] [-] apinstein|5 years ago|reply
Still kinda blows me away that this issue sounded so identical to my tinnitus that I literally couldn’t tell the difference.
[+] [-] leokennis|5 years ago|reply
For example, I never had an issue ever with my AirPods Pro since I bought them six months ago. Does that make me the outlier? Or is it just that 1% have issues, but they are very vocal about it (for understanable reasons)?
[+] [-] noir_lord|5 years ago|reply
Something I learnt many years ago when I worked in sales was that a happy customer might tell one or two people but a pissed off one will tell everybody.
That said it doesn't negate the underlying issue if it's a real one.
[+] [-] usaphp|5 years ago|reply
[+] [-] vijucat|5 years ago|reply
> How Widespread is This?
> It seems this is very widespread. Just a quick internet search turns up tons of people having the same issue. Sadly, most people think it is specific to them, that they've done something wrong, or they're waiting for a firmware update to see if that fixes it.
See https://forums.macrumors.com/threads/airpods-pro-rattlegate....
[+] [-] mvkel|5 years ago|reply
[+] [-] richman777|5 years ago|reply
[+] [-] anonu|5 years ago|reply
Actually my revelation that the Pros are inferior came on the first day before I even popped them in my ear. You can tell just by holding the 1Gs and the Pros in your hand: note the clearance between the lid and body on the 1G is almost non-existent compared to the Pro - a sign of better build quality. When you pop open the lid on the Pros, you note they dont fit snugly in the case. You can easily wiggle them around making me wonder if the charging contact will be a problem later on.
[+] [-] theonemind|5 years ago|reply
But, i just had my own 'rattlegate' around the time of this post, and apple replaced the case under warranty for me with the bad pod, at least.
[+] [-] kristo|5 years ago|reply
[+] [-] steedsofwar|5 years ago|reply
They are convenient and work well, however the fault rates are incredible. As soon as apple store opens back up I'll be replacing them for 5th time. At this point, I have given up and probably go back to SoundMagic in ears or something with noise cancelling that I can use while riding my motorbike.
PS: I didn't purchase apple care, and my friends/colleagues haven't had any issues.
[+] [-] rozularen|5 years ago|reply
[+] [-] tim58|5 years ago|reply
[+] [-] foobarbazetc|5 years ago|reply
The “fix” was to never use either NC or transparency. Just park it on the middle option.
I really dislike this product.
[+] [-] jb775|5 years ago|reply
I have the new airpods but haven't had any issues (besides a single airpod sometimes not syncing with my phone at first). For what it's worth, I rarely ever use the mic.
[+] [-] dewey|5 years ago|reply
[+] [-] WildGreenLeave|5 years ago|reply
[+] [-] Tagbert|5 years ago|reply
Seems like it is a hardware failure and should be replaceable under warranty
[+] [-] somuchlan|5 years ago|reply
I do agree these have by far been the most needy/buggy pair of wireless headphones I've owned in the past 5 years (Beats, Bose, Sony, Anker, B&O). Yes, I own a lot of headphones
[+] [-] mleo|5 years ago|reply
With PowerBeats, I had to send in the headphones for warranty repair, losing any use (in the couple of cases they maybe, kind of kept working). For the replacement AirPod, at least Apple sent the replacement before I had to send it back to them.
[+] [-] DanHulton|5 years ago|reply
[+] [-] shepardrtc|5 years ago|reply
I love my AirPods but this is so incredibly frustrating.
Pro tip: Use the Voice Memo app to determine which microphone is failing, and then go into the Bluetooth settings. You can make the microphone default to the side that isn't broken.
[+] [-] Rebelgecko|5 years ago|reply
Apple wants to be normalize the purchase of a new pair of earbuds every year. It sounds like you're about to be on your 4th pair since 2017. Even just having to replace them twice seems excessive.
I'm on my second pair of corded over the ear headphones since 2008. My current ones still work, but one of the ear cushions is starting to fall apart. Instead of throwing all the electronics away, I can just get a new ear piece on eBay for $3
[+] [-] markstos|5 years ago|reply
If you want ecological headphones, you could buy ones with no battery or a replaceable battery.
[+] [-] dijit|5 years ago|reply
[+] [-] jborichevskiy|5 years ago|reply
[+] [-] nolaspring|5 years ago|reply
[+] [-] peignoir|5 years ago|reply
[+] [-] zelly|5 years ago|reply