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Apple TV (3rd generation): Replacement program

19653 Views 17 Replies Latest reply: Jul 7, 2013 7:54 PM by sping123 RSS Branched to a new discussion.
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Guilherme de Assis Brasil Calculating status...
Currently Being Moderated
Apr 15, 2013 8:27 PM

I've read an article today talking about a replacement program for some Apple TVs (3rd generation).

 

How can I confirm if my device is included in that program?

 

My Apple TV S/N is: *Y3HR5**DRHN

 

Note: I used "*" only to not include all the S/N of my device on the Internet (security issue )

  • benc86 Calculating status...

    I read that the last 4 letters of the serial number must be DRHN and that the fourth and fifth letters of the serial number need to contain one of the following:

    H9  HC  HD  HF  HG  HH  HJ  HK  HL  HM  HN  HP  HQ  HR  HT  HV  HW  HX  J1  J2  J3  J4  J5  J6  J7  J8  J9

     

    Based on that, would appear you are eligible - but would suggest confirming first by calling Apple.

  • Wattloewe Calculating status...
    Currently Being Moderated
    Apr 16, 2013 1:36 AM (in response to benc86)

    The lst 4 letters of my serial number are DRHN. But I read about the third and the fourth letters of the serial number (not the fourth and the fifth). What's correct?

    And: My third and fourth letters are 3J, not J3! So what now? Does my Apple TV belong to the replacement program or not?

  • benc86 Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 16, 2013 1:42 AM (in response to Wattloewe)

    Apologies, yes the reports all say 3rd and 4th letters of the serial number that contain those letters. For more specific details, I would recommend calling Apple to confirm whether your unit is eligible for replacement (assuming you have been experiencing WiFi issues that is).....

  • Lee Abraham Calculating status...
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    Apr 16, 2013 9:39 AM (in response to Wattloewe)

    This is still just a report and not official. I am hoping the "3rd and 4th" letter part is wrong. My 4th and 5th digits (as well as the last four) would mean I have a faulty model.

     

    It's interesting that out of the 3 of us here who mentioned serial numbers, everyones 3rd digit is a number, but in the report that 3rd digit is always a letter.

     

    Apple should post something soon, maybe even email affected owners (they did for an iMac recall).

  • kdjohns Calculating status...

    The serial number pair is the 4th and 5th position.  Just confirmed with Apple Care.  Swapping out today.

  • Lee Abraham Level 1 Level 1 (15 points)
    Currently Being Moderated
    Apr 16, 2013 12:31 PM (in response to kdjohns)

    Did Applecare send you to the closest store kdjohns or are they mailing it?

     

    Thanks for the updated info.

  • kdjohns Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 16, 2013 12:53 PM (in response to Lee Abraham)

    AppleCare offered to mail out, although I was asked to ship my original unit back.  The new unit would be mailed once the old was received.  I think there may be some mixed results out there as I had read one post that suggested AppleCare was express mailing today with no mention of returning the old unit.  FWIW...the tech I spoke with did have to put me on hold several times...I think they are still working through process bugs.  Maybe they weren't expecting calls?  Regardless...I decided to make the trip to the Apple Store and get it over with...armed with a case number from AppleCare.

  • bcro123 Calculating status...

    I had two faulty Apple TVs (loosing wifi connection, unable to see any wifi networks)

    One was replaced; it had the 7HD at the 3,4,5th S/N characters, and the DRHN ending)

    The second just started to have the same problem; it has 1JW for the 3,4, and 5th characters + the DRHN ending.

     

    Anyone with 1J (3,4) or JW  (4,5) combo characters are experiencing the connectivity problem !?!?

     

    All my other Apple products works fine on my wifi networks.

  • JCRocky5 Level 1 Level 1 (10 points)

    I get the dreaded error that home sharing isn't enabled sometimes when watching tv streamed form iTunes. Also when I turn it on 10% give or take it will need a reboot, as it says there is no wifi connection.

     

    My serial has 3J for the 3/4 letter & J for the 5th, also has the ending 4 letters, so am I eligible?

  • tomergold Level 1 Level 1 (5 points)

    i have drhn too. but i don't understand-i called the premium reseller and they said that it's changed and i should chck the fourth anf fifth serial number and i told them mine and they said it's no in the replacement program. i had wifi problems too.

    does it the 3 and 4 letters or what ?

  • Joe P. Level 2 Level 2 (300 points)

    Unfortunately, I call BS. I just left an Apple Store and after checking my serial numbers and a long wait, they said they've never heard of this program. I have two Apple TVs with these wi-fi issues and both have serial numbers as described in the story. I had a printout of the story with me and the genius told me there's no program.

  • Lee Abraham Level 1 Level 1 (15 points)
    Currently Being Moderated
    Apr 18, 2013 11:26 AM (in response to Joe P.)

    I just got back from the Florida Mall store in Orlando. The tech entered the serial number in his iPad and said, "Yep, it's one of the serial numbers." Unfortunately they wouldn't just give a new one, they have to order it. ***** because I live an hour away, but it is what it is. Was pretty painless otherwise, asked if I had updated the software and other routine questions.

  • kdjohns Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 18, 2013 11:56 AM (in response to Joe P.)

    I contacted AppleCare before tripping it to the Apple Store.  They did offer to mail a replacement unit (I needed to ship the original back, first).  In the end, I decided to head to the store.  The AC tech gave me a case number which saved me at the store.  I did not make an appointment with the Genius Bar...why should I need to?  There was reluctance to assist me immediately (as well as acknowledge that there was replacement program), but I refused to wait and asked for a supervisor.  I walked out of the store with a new unit 15 minutes later.  I was told they were making an "exception" as most "recalls" were swapped with a refurbished unit (with the new chipset installed) and they did not have any these units on hand...yet.  I'm thinking that they best course of action may be to call AppleCare directly and either use the mail in replacement process or get a case number that you can have handy if you go to the Apple Store.  JMO.

  • QuintFromCanada Calculating status...
    Currently Being Moderated
    Apr 18, 2013 12:11 PM (in response to kdjohns)

    So could you explain to me the steps I have to follow in order to send my Apple TV to Apple?

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