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How to request software update service on Apple TV 4K Gen 2? (no USB)

I put my Apple TV 4k Gen 2 into the "Recovery Mode" by accidentally holding two buttons on the remote.

If your TV shows an iPhone next to an Apple TV - Apple Support


I am following the steps in this article, but after getting to Step 4, the Apple TV shows a glitchy progress bar and goes back to the screen at the beginning of the article. Like the update is stuck in a loop. (I'm frustrated because the device was already on tvOS 17.6.1 - it didn't need an update, I just pressed two buttons).


The article says: "If these steps don't work for you, contact Apple Support."


I reproduced the issue on the phone with Apple Support yesterday. Phone support quoted me $123


The "contact Apple Support" link takes me to https://getsupport.apple.com/?caller=kbase

and this page, in a dark pattern sort of way, implies that going to the Apple Store for "repair" is the primary option for resolution.


So I made an appointment and went to the store. Genius Bar quoted me $109 to resolve this.

However there are other sources who claim Apple promised the software restore is provided as a free service on these devices. (Source: Apple TV 4k (no USB port) crashed and is … - Apple Community)


Can anyone confirm if Apple provides a software update service on this device?


How can I obtain software restore service for this device?





Apple TV 4K (2nd generation)

Posted on Sep 28, 2024 7:57 AM

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Sep 28, 2024 11:29 AM in response to Andrman

I put my Apple TV 4k Gen 2 into the "Recovery Mode" by accidentally holding two buttons on the remote.

Have you tried disconnecting from power temporarily, then start up again? Unless the box was updating at that time, a remote button action shouldn’t brick a unit, afaik. That requires more.


I reproduced the issue on the phone with Apple Support yesterday. Phone support quoted me $123

That is (almost) the new price of the current models (129/149) 😢. Did you get the right phone number? Not an imposter firm through Google search?

What is your country or country-like region? It seems that service differs by country. E.g. countries without official Apple presence will obviously rely on authorized service providers that can set their own prices independently.

Weird that the Genius Bar said a different price. They wouldn’t do anything differently.


The Apple TV box is officially handled as one unit, hardware and software. If the issue can’t be resolved in whatever (small) duration they have set for themselves, then it might be better cost-wise to replace the whole unit.


My comment in the previous thread that you found, was about the situation at introduction time of the first model without USB (2017). Apple policy may have changed since. Only what Apple staff says now is official. They do not inform us on internal changes in policy on service.


Users with AppleCare+ for their product would be treated differently. Apple TV repair and service - Apple Support

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Sep 28, 2024 1:57 PM in response to Urquhart1244

Did you get the right phone number? Not an imposter firm through Google search?

I used the "contact Apple Support" link in the bottom of this article; which took me to the following URL, where I scrolled to bottom to request a call back from Apple.

https://getsupport.apple.com/?caller=kbase



Weird that the Genius Bar said a different price. They wouldn’t do anything differently.

I just assumed the difference was due to shipping costs involved with the phone support, but didn't ask.



Excuse me while I go on a customer experience tangent.

It makes me extra frustrated to know that Apple is aware and prepared for this recovery process not to work. The article specifically says "If these steps don't work for you, contact Apple Support."


Is it too hard to pass through the article's URL when I book the service appointment or phone call?

I don't mind that one rep went through all of the rule-it-out style troubleshooting steps.


What has bothered me, after spending hours now with Apple reps, is to receive an offer on a refurbished, out-of-date model, within such a negligible price difference from the latest model!


I really hope this is just a series of honest mistakes. But I worry it's systemic.


Is it so hard to piece together these basic facts?


    • I (the customer) currently have the Gen 2 model
    • Apple has a newer model available
    • I might be interested in upgrading


And one more - this would a little advanced - but imagine also if the Concierge system had capability something like a CRM. You might be able to inform your reps how much I regularly spend in iTunes Store and iCloud services.


Maybe it's just because I work in technology and customer experience. When I heard their proposed cost for resolution, I thought to myself -

"Do they think I'm stupid?"



Truly, I am pretty sure I'm not stupid. I think it's reasonable to guess the Apple TV is priced as a loss leader. I don't expect Apple to spend a lot of time supporting their bottom rung product, but yeesh, this has been awful!


I've been a customer since 1996. This is the first time I can remember having a device malfunction. Is this a typical experience?



Feedback to the leader who is responsible for customer experience at Apple:


Such a missed opportunity.


The fact that Apple links to a service process for this issue, and then allows that process to put a customer in a position where they must consider replacing their problem device with the same, flawed product (lacking the USB port, creating the possibility this same situation will happen to me in the future!) - did you consider how most human beings will feel when treated like this?


To imagine that a real team of Apple employees have spent time designing this process, and to experience the result of their work - gives me the impression that your team does not understand the value of empathizing for their customers who are in this situation.


And please also realize - that I, as your customer, am keenly aware this situation was created by your organization in the first place: when another Apple team, and presumably somebody approved, the decision to remove the USB port from this model.


I wouldn't have bought this device if I knew it wasn't recoverable.




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Sep 29, 2024 6:48 AM in response to Andrman

Just noticed the appointment scheduling process DOES appear to be context aware.


(I had no other choice to click besides "Repair") - but it does seem to log the request to restore the device.



https://getsupport.apple.com/solutions/schedule-repair/timeslots



https://getsupport.apple.com/solutions


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Sep 29, 2024 6:00 AM in response to Andrman

I have made another appointment at the Apple Store tomorrow where I will show the recovery mode failing to work and looping back to the beginning.


I am hoping that my issue was mis-diagnosed as a black screen / flashing LED only.


(When plugging in, it displays a brief Apple logo and then never boots.)


I suspect it fails to boot because the recovery mode failed to install the software.


I must hold TV and volume down to put it into recovery mode. I never demonstrated this to the store employees, only did this with phone support.

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How to request software update service on Apple TV 4K Gen 2? (no USB)

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