Comment by WildGreenLeave | Hacker News Reader

Comment by WildGreenLeave | Hacker News Reader

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.

https://www.apple.com/uk/legal/statutory-warranty/

>> How is it that we are all paying $280 and still have to replace them every year.

That was always the deal; the non-serviceable li-on cells degrade significantly after a year of constant use.

The fact that it is so smooth indicates that is has become a SOP and been scaled up.

Isn't a 2 year warranty mandatory in the Netherlands/EU?

for sure, and it is a minimum. Not sure how it works exactly, but if a device fails prematurely (within some reasonably determined expected lifetime) due to manufacturing errors you can claim warrant for longer. You might need legal counsel to actually get it though.

Warranty is 2 years minimum but manufacturers tend to add a voluntary 1 year warranty on top. The hope (often successfully) seems to be that customers "forget" that they still can claim warranty after more than one year.

When I was trying to replace or return my 1 year and 2 week old Macbook Pro to Apple due to what turned out to be a faulty logic board, Apple said it was too late as their 1 year warranty had passed. But here in Australia we cannot just sign our consumer rights away. I explained this very clearly, that I was not seeking a return based on Apple's warranty but rather seeking a return based on the consumer rights that govern my country and any businesses that wish to do business here.

Many large companies have tried to skirt around these consumer rights, like Steam and E.A who both rejected the notion that they even do business in Australia, all to prevent issuing refunds. It's absurd. Telling a consumer they have no right to a refund when they do is even against the law here, yet Apple do it all the time.

Eventually I got to a senior representitve and they openly stated to me while denying my claim "I don't know why you expect me to know the laws in Australia". They bloody well should, though. Australia's consumer rights watchdog even forced Apple to display a notice on their website to prevent people being misled by Apple.

https://www.apple.com/au/legal/statutory-warranty/

>CreditCard got charged

I somehow misunderstood this part. Do you have to pay for warranty replacement?

They charge your Creditcard until you send back your broken Airpod. In the end it doesn't cost you anything.

So it's like a micro loan to Apple?

No, but they "reserve" the amount on your credit card and only release it again once they received the shipment from you.

I have been through this exact process as well. Mine started to make the rattle noise and I used the chat support to get a replacement sent. Your credit card is "charged" in the event you don't send the broken headphone back. The charge is reversed upon Apple receiving the broken headphone. My replacement was free.

Sucks if you don't have a credit card.

And also sucks as a warranty experience. Every other large company I've dealt with similarly (Amazon, Dish, Comcast, to name some) ship your replacement, and say that the return is due back to them within 30 days.

They don't charge (or even pre-auth) your card for you initiating a warranty replacement. I'm mind-blown (or maybe not, this is Apple) that people find this acceptable.

Atleast where I live I would just have the charge cancelled by my credit card provider. Risk of shipping in cases of warranty is on the seller/manufacturer, Apple shouldn't be abusing customers like this.

Sucks if you dont have a phone. Sucks if you cant read.. etc.. There are some requirements you are expected to meet.

Buying a product online and replacing online requires some kind of wiretransfer. Creditcard or Payment card is the solution for all your woes. Don't fret.

> There are some requirements you are expected to meet.

> Buying a product online and replacing online requires some kind of wiretransfer.

Except it entirely doesn't: I've exchanged a faulty $3,000 camera on Amazon and they overnighted the replacement, and said that if I didn't return the faulty one within 30 days they'd charge me. They didn't pre-auth or hold funds.

Dish waits a month after I send back their DVR before even attempting to charge me for non return.

On warranty goods, when you are close to the richest company on the planet, "holding" customer funds on faulty warranty replacements is asinine and not at all "customer-centric".

Personally, I am unaffected. It makes this no less satisfactory.

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