Apple Labeled My AirPods 2 as User Damaged Without Explaining the Real Issue

Open Letter to Apple: Where is Customer Satisfaction? Dear Apple Representatives, I purchased my AirPods 2 two years ago, and within this period, they have broken down twice. The first issue was that one of the earbuds stopped producing sound. When I took it to an Apple-authorized service center, they replaced only the defective earbud. However, after some time, both earbuds started experiencing microphone issues—during video calls, my voice was barely audible to the other party. To resolve this, I visited your authorized service provider, Troy Vadi Istanbul. They took my AirPods for inspection and informed me that it would take about a week. A week later, I received an email stating that my AirPods were considered “damaged” due to user error, and the only solution was to pay ₺6,798 for a replacement. However, several critical questions remain unanswered: 1. How was it determined that the damage was caused by user error? 2. Why was a potential manufacturing defect not considered? 3. Why wasn’t Apple’s customer satisfaction policy applied in this case? My biggest frustration is that instead of receiving a technical explanation, I was simply given a price offer. As a brand that prides itself on quality and customer experience, shouldn’t Apple ensure a fair and transparent resolution process? As a loyal Apple customer, I request a fair assessment and a clear explanation of the issue. Furthermore, I urge Apple to review the customer service policies of Troy to ensure they align with Apple’s global standards. I expect a fair resolution from you. Sincerely,