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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 conclusio

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.

george_perez 6y ago
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.
- sukilot 6y ago
  File a chargeback on your credit card. Or send the pods to FL and then file the claim.
  - londons_explore 6y ago
    Chargebacks against apple are a good way to get a lifetime ban from all Apple services... No iCloud for you, ever!
- mandeepj 6y ago
  > non-US mainlanders should be US non-mainlanders
  - george_perez 6y ago
    Thanks! Fixed.
- personlurking 6y ago
  Even though back in March, Apple said there were no Authorized Repair people in PR, I had found one through my own search. It's called Metro Technologies in Hato Rey, not too far from Plaza Las Americas. I can't vouch for them since I have yet to take my AirPods Pro there, and I don't know why Apple didn't show them on their own search page for finding authorized repair, but I decided to search on Apple.com again, just now, and found there are 5 places now, including the one mentioned. It seems even Best Buy here does repairs now, too. https://i.imgur.com/SLIRWD4.png https://i.imgur.com/SLIRWD4.png
  - george_perez 6y ago
    Thanks for the info! I wonder if they deal with AirPods, though. Authorized Repair Centers usually deal with a subset of products and not ALL Apple products, at least the ones here in PR.
deleted 6y ago
[deleted]
lmilcin 6y ago
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.
- mvkel 6y ago
  Very known? I’ve been buying Apple since 2001 and in that time have felt like first class in all interactions with the company, even the post-Jobs era. I know a few who think like you, but whose experience is relatively close to mine (they may have gotten a bad iPhone one year, etc.) This sounds more like the usual “Apple is too expensive and just cares about profits” trope.
- cainxinth 6y ago
  Apple isn’t alone with that strategy. I bought a fairly expensive Dell XPS 15 that was overheating. They literally replaced the mobo (which had an i7 and a GTX 1050 attached to it) four different times... and the entire process was a year long nightmare. Between express shipping, in home techs, and parts, they spent way more than it would have cost to replace the unit. And, it never solved the problem. I have to underclock it before doing anything very CPU intensive.
  - tbrock 6y ago
    That sounds unusable, it's probably a problem with the design. Why ever buy a Dell again?
    - sukilot 6y ago
      Because every manufacturer makes lemons.
codestic 6y ago
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.
ravenstine 6y ago
I imagine if you introduced yourself as "Bob from Acme Systems Inc.", they might have given you real support.
rgovostes 6y ago
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.

george_perez 6y ago

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.

sukilot 6y ago
File a chargeback on your credit card. Or send the pods to FL and then file the claim.
- londons_explore 6y ago
  Chargebacks against apple are a good way to get a lifetime ban from all Apple services... No iCloud for you, ever!
mandeepj 6y ago
> non-US mainlanders should be US non-mainlanders
- george_perez 6y ago
  Thanks! Fixed.
personlurking 6y ago
Even though back in March, Apple said there were no Authorized Repair people in PR, I had found one through my own search. It's called Metro Technologies in Hato Rey, not too far from Plaza Las Americas. I can't vouch for them since I have yet to take my AirPods Pro there, and I don't know why Apple didn't show them on their own search page for finding authorized repair, but I decided to search on Apple.com again, just now, and found there are 5 places now, including the one mentioned. It seems even Best Buy here does repairs now, too. https://i.imgur.com/SLIRWD4.png https://i.imgur.com/SLIRWD4.png
- george_perez 6y ago
  Thanks for the info! I wonder if they deal with AirPods, though. Authorized Repair Centers usually deal with a subset of products and not ALL Apple products, at least the ones here in PR.

deleted 6y ago

[deleted]

lmilcin 6y ago

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.

mvkel 6y ago
Very known? I’ve been buying Apple since 2001 and in that time have felt like first class in all interactions with the company, even the post-Jobs era. I know a few who think like you, but whose experience is relatively close to mine (they may have gotten a bad iPhone one year, etc.) This sounds more like the usual “Apple is too expensive and just cares about profits” trope.
cainxinth 6y ago
Apple isn’t alone with that strategy. I bought a fairly expensive Dell XPS 15 that was overheating. They literally replaced the mobo (which had an i7 and a GTX 1050 attached to it) four different times... and the entire process was a year long nightmare. Between express shipping, in home techs, and parts, they spent way more than it would have cost to replace the unit. And, it never solved the problem. I have to underclock it before doing anything very CPU intensive.
- tbrock 6y ago
  That sounds unusable, it's probably a problem with the design. Why ever buy a Dell again?
  - sukilot 6y ago
    Because every manufacturer makes lemons.

codestic 6y ago

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.

ravenstine 6y ago

I imagine if you introduced yourself as "Bob from Acme Systems Inc.", they might have given you real support.

rgovostes 6y ago

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.