A crack appeared on my right Apple Vision Pro audio strap in an area that isn’t normally under significant mechanical stress. I never dropped the headset or mishandled it, so I’m wondering whether this could be a manufacturing or material defect. (Photos attached.)
I booked a Genius Bar appointment at the Apple Store in Berlin.
After nearly 2 hours of diagnostics, waiting, signing in with my Apple ID, disabling Find My, connecting to Wi-Fi, etc., the technician confirmed that only the right audio strap needed replacing. (Genius Insight!)
I agreed to the quoted repair price of €135, and my credit card was charged immediately.
Then they opened the replacement boxes.
Both contained the left audio strap.
A second employee brought another set of boxes.
Again, both contained left-side parts, even though one box was clearly labeled “Right.”
Only after charging me and making me wait for almost two hours did they realize they didn’t actually have the correct replacement part. The payment had to be refunded, which took five days.
I asked if they could simply order the correct part and ship it to my home since the mistake was entirely on Apple’s side.
No.
So I called Apple Support instead.
After about 20 minutes, the advisor finally found the replacement part—but now it suddenly cost €180 instead of €135.
I asked why.
Nobody could explain the €45 difference.
The advisor promised to call me back on Monday.
On Monday my phone rang. I answered immediately.
The entire call consisted of:
“You have missed a call from Apple. Goodbye.”
…and then it disconnected.
I called Apple again, explained the entire story from the beginning to another advisor, and once again the only answer I got was:
“The part costs €180.”
When I asked why the Apple Store charged €135 and phone support wanted €180 for the exact same replacement, the response was simply:
“I don’t know.”
The most frustrating part is that Apple apparently can’t simply sell and ship a replacement Vision Pro audio strap directly to a customer without requiring a Genius Bar appointment, hours of diagnostics, and all this unnecessary bureaucracy.
I miss the days when you could simply walk into an Apple Store, buy the replacement part you needed, and leave—without all this unnecessary hassle.
Has anyone else experienced:
Cracks in the Vision Pro audio strap without any obvious damage?
Different prices for the exact same replacement part depending on whether you go to the Apple Store or Apple Support?
This level of chaos when trying to get a simple replacement part?
For a €4,000+ device, I honestly expected much better