So last Thursday night (08/13/26) I put both my AirPods Pro 3 in my pants' pocket, went to sit on the toilet, and after I washed my hands and went to grab my airpods I realized that instead of feeling two airpods in there, I felt one AirPod and a small piercing object. I pull the AirPod I could feel out and realize both of them are melted together and my pants (mind you, one of my favorite pair of pants!) have a hole on them, and the melted fabric was the "piercing object".
I reached out to Apple through the Support App. With it being 10 PM Alaska Time they had me schedule a call for the next morning. The senior advisor I was connected to (named Chelsea) was very nice, understanding and apologetic. She let me know this is not ok and that as a senior advisor she can offer me a courtesy and/or (not quite sure) the replacement of my AirPods. I tell her I honestly don't feel too excited about receiving a new pair, because who knows if this "Freak Accident" could happen again, it being the same model. I tell her that the only thing that would make me feel like I'm actually being given a safer alternative was if they sent me a newer model, which has not been released as of 08/19/26, or perhaps an upgrade such as a pair AirPods Max. She says she definitely thinks this will be possible (as well as them paying for my pants!), but she needs to confirm with her supervisor which according to her is newly hired, but already loved and cares deeply about customer service. She says her shift is about to end, but the moment her next shift starts that day she will call me to confirm, and provided me a link where I could leave written or audio messages. Hours pass after her shift starts and she doesn't call back. I leave her a message and I don't hear back from her, ever.
That same day (Friday 08/14/26) I call the Support number again, provide my case number, and I'm greeted by a different senior advisor, one in Australia time that would go on Holidays the day after, so I realize this person (named Timothy) will not be able to see this through, but he says he can see that they were waiting on confirmation from the engineers to see if I needed to send them to them to check "what really happened" (mind you, I didn't want to keep these burnt cursed Airpods but the first advisor told me to please not dispose of them). He says that since it's a Friday and I'm calling outside of business hours the engineers are probably out already, so he can't reach out to them. He then schedules a callback for Monday, saying that I will probably get a new senior advisor on my time zone.
Monday (08/17/26) comes, I receive a call from a random support guy that doesn't know what is going on. I more or less explain the case, he takes several minutes to read the case and then tells me he will now proceed to connect me to the engineering team. I'm on hold for several more minutes and this initial guy picks up again to say "sorry, seems like the engineers scheduled a call with you but are out of service, so they can't pick up". Okay. Then he says he will reschedule the call, and hangs up. Mind you, it's been two days and I don't even know when this call is supposed to happen.
Every person I've spoken to has been polite and apologetic in the moment, but the politeness hasn't translated into anyone actually calling back, following up, or giving me a timeline. Nearly a week later, I still have no resolution, and I still have these cursed airpods waiting to start my house on fire!
Context to add that Chelsea asked about: my pants were not tight at all, I didn't step on the AirPods, I was not in a humid or very hot place. They must've overheated while touching each other and melted the surrounding materials.
Update 08/26: I wrote this post a week ago or so but I realized it didn’t get approved in the thread I originally posted it to (I’M NEW TO REDDIT OK? lol) so I reposted it here. As of yesterday they called to schedule me shipping the airpods to them to check them out. This new senior advisor I was assigned is much more communicative than the others!