Notes

SERVICE: AirPods Pro Service Program for Sound Issues

Article ID
OP2381
Last Modified
05/03/22
Apple has determined that a small percentage of AirPods Pro may experience sound issues. Affected units were manufactured before October 2020.

An affected AirPods Pro may exhibit one or more of the following behaviors:

Crackling or static sounds that increase in loud environments, with exercise or while talking on the phone
Active Noise Cancellation not working as expected, such as a loss of bass sound, or an increase in background sounds, such as street or airplane noise
Apple or an Apple Authorized Service Provider will service the affected AirPods Pro (left, right or both), free of charge.

To learn more, see AirPods Pro Service Program for Sound Issues.

1. Eligibility

A. Affected product – AirPods Pro

B. Based on the serial number, if you select Noise Cancellation, Transparency or Sound Quality, a message will appear in the repair system (for example, GSX or MobileGenius) indicating the AirPods Pro may be eligible for this program. The AirPods Pro case is not affected and will not be replaced.

C. Troubleshoot to confirm the reported symptom.

1) Pair the customer's AirPods Pro with a known-good iPhone. Note: In order to be eligible, the AirPods must be able to power on and pair.

2) If your service system (GSX/MobileGenius) requires you to run the Audio for AirPods diagnostic:

• AASPs - Follow the instructions in Audio for AirPods (OP2419).

• Apple Stores - Follow the instructions in RS215 (see section 1.C.2 about Audio for AirPods).

a) AirPods Pro are eligible for this program if they fail the Audio Frequency Test or Crackling and Static Sounds Test.

Note: If the Audio for AirPods diagnostic indicates that the customer's AirPods Pro aren't on the minimum firmware version required, follow the instructions in Audio for AirPods diagnostic (OP2419).

b) If prompted to run HDI or if you don't have the equipment to run the Audio for AirPods diagnostic or you're unable to run the diagnostic successfully, follow the steps below:

- Run HDI for AirPods (OP2250) for the repair.

If HDI confirms the AirPods Pro have power and have a green test result, continue with the troubleshooting steps below and Visual/Mechanical Inspection (VMI) to determine coverage.
If HDI indicates the AirPods Pro cannot power on, or have a yellow test result indicating information cannot be retrieved, follow the standard service strategy according to the AirPods Pro warranty status.
If the AirPods Pro meet the qualifications of the program and you verify the AirPods Pro can power on, but HDI provides a warning message, contact Channel Service Support (CSS) to request a Customer Satisfaction (CS) code for the repair to be covered.
- Gather the following symptom information from customers:

For Active Noise Cancellation, ask the customer if they are experiencing either of these symptoms:

A loss of bass sound
An increase in background sounds, such as street or airplane noise
For the crackling or static sound, ask the customer to do the following:

Put both AirPods Pro in their ears with music turned off.
Turn on Active Noise Cancellation or Transparency mode.
Tap on each AirPod Pro.
Listen for a noticeable crackling or static sound.
D. Visual/Mechanical Inspection (VMI) and coverage eligibility

1) Refer to VMI Guide for AirPods Pro (TP1747).

2) Determine coverage eligibility:

a. VMI Green - No Damage – Eligible for program coverage. Device wear does not affect program eligibility.

b. VMI Yellow - Service Price – Ineligible for program coverage. Offer service at the out-of-warranty price.

c. VMI Red - Full Price – Ineligible for service.

E. An AirPod Pro that passes the above checks is eligible for replacement. Only replace the affected AirPod Pro. Apple will authorize coverage for an eligible AirPod Pro within three (3) years from original purchase date.* For mail-in repairs, Apple's repair vendor will examine the AirPods Pro. If the repair vendor determines other damage was found on the charging case, the charging case will be billable as out of warranty.

* Customers may have additional rights under consumer law, AppleCare+, and/or AppleCare Protection Plan. See Apple Products and Consumer Law Rights for more information. Service providers in Brazil should review Exchange and Repair Extension Programs and Service Programs (OP10).



2. Create a repair

A. The service strategy for this program is Carry-In / In-Store repair / Mail-In (where applicable). The repair system will inform you of the correct service strategy. Apple Stores should refer to RS215 (section 1.A.) for instructions.

B. Choose Component, Issue and Symptom (CompTIA) code based on the AirPods Pro coverage and confirmed symptom. If both issues are present, classify with the primary customer-reported issue.

1) Limited Warranty or AppleCare+:

For Active Noise Cancellation:

Component: Audio
Issue: Noise Cancellation
For Sound Quality:

Component: Audio
Issue: Sound Quality
2) Out of warranty for both Active Noise Cancellation and Sound Quality:

Component: Audio
Issue: REP AirPods Pro Sound Issues
C. Coverage – For out-of-warranty AirPods Pro, Quality Program coverage will be applied to the repair record. For AirPods Pro covered under warranty or AppleCare+, the repair will be covered under the product's coverage.

D. Provide the customer with replacement left, right, or both AirPod(s) using service inventory. Transact the repair and ensure the repair charges are covered by this program.

E. Place the original AirPod(s) into the service box and follow the standard process for returning the KBB to Apple. Note: Apple may inspect KBB to confirm eligibility.

Recent changes to this procedure
May 3, 2022: Removed Legacy GSX section. (92675760)
October 1, 2021: Updated Section 1.E. to note Apple will authorize coverage for an eligible AirPod Pro within three (3) years from original purchase date. (82589226).
March 5, 2021: Updated Section 1.C.2. to indicate AASPs should refer to OP2419 and Apple Stores should refer to RS215; in Section 2.A,. indicated that Apple Stores should refer to RS215, section 1.A. (73416546).