One of the AirPods Max users described his experience of replacing this accessory at an authorized Apple service center under warranty.
There was a problem with the Digital Crown in the mentioned unit. The headphones were replaced, but it turned out that the customer received a new pair with his “old” ear pads.
It is worth recalling that the cushions are mounted to the earpieces with magnets and can be easily removed and put on. Apple expects users to use their pillows and they will not be replaced unless they have any damage that qualifies them for replacement under warranty.
It is clear from the instructions on how to pack and ship your AirPods Max headphones to an authorized service center that you should remove the ear pads before packing the headphones.
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