AirPods Pro(2nd Generation) Right Ear Replacement

Dear Jabin,We want to begin by offering our sincerest and heartfelt apologies for the frustrating experience you’ve had. Your case has brought to light several areas where we fell short — not only in resolving the technical issue but also in how we communicated and supported you throughout the process. We’re truly sorry.We understand that you purchased a replacement left-side AirPods Pro and began facing connectivity issues from the very first use. What makes your situation even more difficult — and something we genuinely regret not handling better — is that you were traveling when the problem began. You informed our team within the return window and made it very clear that, due to your travel schedule, you needed the return process to be initiated promptly.Instead of honoring that with urgency and clarity, our team advised you to hold on to the product a bit longer, under the assumption that the connectivity issue might resolve itself — which, in some cases, does happen when a new AirPod is given time to pair fully with the existing unit. Unfortunately, this was not the case for you, and we now realize that waiting only delayed the resolution you deserved.What should have followed was a quick escalation and a clear path toward a refund or replacement. Instead, our response was delayed, inconsistent, and in the end, completely unresponsive — something we are genuinely ashamed of. The missed video verification call, the unanswered follow-ups, and the silence afterward understandably felt like you were being ignored, and we take full responsibility for that.The truth is, during this period, we experienced a significant and unforeseen staff shortage, which affected our ability to respond promptly. This is not an excuse — it’s a failure on our part to manage customer support expectations and communicate proactively, and for that, we are deeply sorry.We also acknowledge that the suggestion to keep the product and “wait and see” was not appropriate in your situation, especially given your very valid concern about being outside your return window due to travel. We should have prioritized your request, especially since the issue was reported right away and you provided all necessary documentation.Please rest assured that this case is now being handled as an exceptional priority. As soon as the AirPod is returned and received at our warehouse, a full refund will be issued as initially promised. We are monitoring this closely and will keep you informed every step of the way.Lastly, since we offer a lifetime warranty on pairing issues, it’s important to mention that the problem may have also been related to the other AirPod (most often the right one, in cases involving single-ear replacements). While we can’t confirm that without a full diagnostic, we regret that we didn’t guide you through that troubleshooting process properly. That’s something we are committed to improving moving forward.You placed your trust in us, and we let you down. We are very sorry for the time, energy, and peace of mind this has cost you. While a refund is the least we can do, please know we’re also taking internal steps to ensure no customer ever feels this way again.If there’s anything more we can do for you at this stage, please don’t hesitate to let us know. You deserve better — and we are committed to making things right.With our deepest apologies,MonikaCustomer Experience TeamSWAPEX