2 reasons Apple watched returned

Discussion in 'Apple Watch' started by Iowa50125, Oct 7, 2018.

  1. Iowa50125 macrumors newbie

    Joined:
    Mar 17, 2015
    #1
    My household of two people are invested players in the Apple eco system. An iMac, two MacBooks, two iPads and two iPhones, Time Capsule and Airport Expresses. We love the way that there is consistency across all of our devices. I state this to show that we understand Apple products and how support works.

    I picked up my Apple watch on Set 21st (launch day) at my local apple store. It was the AW 4 GPS with Seas Shell Band. I experienced two major issues that caused the watch to eventually being retuned this past Thursday as my 14 day return period was coming to an end. Here are the issues.

    Issue 1 - Phone calls could not be answered by the watch and upon answering would go into "connecting" status and then eventually the dreaded "Call Failed" message would occur. The phone was always within 25 feet of where I was. My phone has never not answered a call, so signal strength is not the issue. While this would not happen 100% of the time, it did happen a good 70%. The Apple Support calls quickly wound up with Senior Level Support and we went thru multiple reiterations of turning devices off, unpairing then re-pairing and even setting up as a new device. Nothing caused the calls to be answered. Then we went the Apple Diagnostics route, which they had me run twice and sent those to Apple Engineering for analysis. The word came back that I was a member of a small group that is experiencing this problem (they would not say exactly what the root cause was) and that my only solution was to wait for a new AW Update and could not say if it was scheduled or provide any time parameters.

    Issue #2 - Fall Detection. Now this one was a real challenge and one I doubt many others face. I just had surgery (the day before the launch) which put me on crutches for 30 days. Fall Detection went off 7 times the first 3 days. Now that would be great had I tripped or fallen, but that was not the case. You haven't lived till you feel your wrist vibrating, think you will ignore and then eventually look at your watch and see the emergency services are being dispatched in "5, 4, 3 seconds" and you have about two seconds left to cancel. I will say, this experience taught me never to ignore the wrist vibration, Again I went through the usual Apple Support and after the 3rd incident wound up with Senior Level Support. Unpair, Re-pair, Set up as new,,,basically the same drill as Issue #1. All anyone could figure out is the swing of the crutches was being misinterpreted but that did not explain the hard landing. Their solution was to turn the feature off. If there was one time in my life where I wish I would have had Fall Detection working it is while I am on crutches and going up and down the stairs. I am sure this problem will go away when my crutches get put away in 2 weeks, but I did not expect this as a behavior. It was apparent that Apples testing was incomplete in this regard.

    Of the two issues, the Calls Failed proved to be the real deal killer. To have paid $400 plus AppleCare for a device that could not perform a basic feature of the watch and then having no time line for a fix, seemed like good rationale to return it. Will wait and see if a big fix comes out and when that happens I will probably rebuy. And by that time my crutches should be at the landfill so Issue # 2 will not be a problem any longer.

    Anyone else been experiencing the "Call Failed" issue?
     
  2. Mabus51 macrumors 65816

    Joined:
    Aug 16, 2007
    #2
    I dunno this is my 3rd Apple Watch and my second with LTE. I’ve never had it not answer a call, even when it was on WiFi. Heck I haven’t had issues with my iPad answering calls from my iPhone either. Most likely has to do with your internet. If you’re having the issue at home maybe it’s your router settings or your internet provider/bandwidth. Or maybe it’s just a bad watch and needs a replacement.

    As for the fall detection. I have that feature turned off. I could see your need for it and it’s pretty comical to me that Apple didn’t test crutch swing on that feature.

    In the end though. The Apple Watch is a luxury device. It certainly isn’t needed, it’s suppose to be a utility to the phone. But certainly isn’t necessary. If you like the idea of it, I would try a replacement and if it still doesn’t work for you then yeah return it. Maybe in a couple years they’ll have the issues impacting you figured out.
     
  3. exgymnast macrumors member

    exgymnast

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    Sep 23, 2015
    #3
    I would just exchange it for another one to see if the problems persist. Your 14 day return will restart with the replacement watch.
     
  4. Iowa50125 thread starter macrumors newbie

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    Mar 17, 2015
    #4
    Good thought on the signal of my WiFi or internet strength. In all cases my watch/iPhone was within 15-30 of the router which shows up as full strength on my iPhone along with a 100 Mbps download and 25-30 upload. And no other connection issues with devices that are upwards of 50 feet and 1 floor away. Really wish Apple Engineering had shared their findings, but all they indicated is they are seeing a small number of similar issues that will take a bug fix to resolve.

    And not knowing what that issue was, is the reason I just didn’t return it for another one. For example if it was a Timecapsule related issue, then another watch will not resolve that issue. I sure do miss the unlocking of my Mac’s. That alone is almost worth wearing one!
     
  5. cwanja macrumors 6502a

    Joined:
    Jun 23, 2010
    Location:
    Texas
    #5
    Did you ever think you got a defective device and it could be replaced? Instead of simply returning and never looking back?

    You mentioned you went through a resetting of the device, but did you ever try to complete erase the Apple Watch and reset it? I have to assume yes, but worth asking.
     
  6. nippyjun macrumors 65816

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    Jul 26, 2007
    #6
    Why post about your decision. Just curious?
     
  7. tromboneaholic Suspended

    tromboneaholic

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    Jun 9, 2004
    Location:
    Clearwater, FL
    #7
    Sounds like your watch wasn’t connecting to WiFi.

    Did you ever try turning off the phone and seeing if the watch could connect to the internet?

    Also, I don’t think it is supposed to call emergency services unless you are immobile for a minute. It can be turned off pretty easily.
     
  8. Broken Hope macrumors 6502a

    Joined:
    Jan 15, 2015
    #8
    Zero problems with a S2 for 2 years and no issue with my S4 in the 2 weeks I’ve had it, calls work perfectly, every time.
     
  9. Iowa50125 thread starter macrumors newbie

    Joined:
    Mar 17, 2015
    #9
    Good question. Really trying to flush out the “call failed “ issue and see what others may have been told by Apple about the cause. My sense is it just works for everyone else and I was in a very small sample.
     
  10. akash.nu macrumors 604

    akash.nu

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    May 26, 2016
    #10
    I’m having the same issue while trying to either make a call or answer a call from my Mac.
     
  11. Mikeeee macrumors 6502

    Mikeeee

    Joined:
    Sep 27, 2017
    #11
    It's not a time capsule related issue. I have a Time Capsule and have no issues receiving calls from my watch when I'm home.
     
  12. brianric macrumors regular

    Joined:
    Jul 30, 2011
    #12
    To some it may be a luxury, others it is a necessity. I bought an Apple Watch 2 watch right after I got diagnosed with Parkinson's. I have to take medication to ease my symptoms and allow me to walk due to balance issues. I take this medication three times a day and I try to even out the time when i take it to have the best effects. Without the watch I was either very late or miss a dose. August 1 I was diagnosed with A-Fib. I have to take a blood thinner (Eliquis) and a beta blocker twice a day. Traded in my Apple Watch 4 and bought two Apple Watch 4 so I could monitor my heart rate 24/7. Looking forward when the software comes out so I can check to see if I'm in an A-Fib condition so I can take counter measures like trying to relax, or as something simple to re-hydrate myself if I'm dehydrated from whatever activity I'm engaged to at the time. To you the Apple Watch is a luxury, to me it is a life saver.
     
  13. Mabus51 macrumors 65816

    Joined:
    Aug 16, 2007
    #13
    Yeah I have AFib as well. So it will be nice as I’ve stated in many threads/posts. But in reality the watch is a luxury. As nice of a utility it is for some, for others it’s just convenient. I was balancing my answer based on the question asked in this particular thread.
     
  14. tromboneaholic Suspended

    tromboneaholic

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    #14
    You could argue that an iPhone and/or iPad are both luxuries as well in some ways.
     
  15. Mabus51 macrumors 65816

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    Aug 16, 2007
    #15
    No doubt. ;)
    And the Apple glasses that are coming :cool:

    Actually I feel the AR glasses and watch paired may just replace the iPhone altogether... one day that is. Imagine how spoiled we’ll all be at that point.
     
  16. tromboneaholic Suspended

    tromboneaholic

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    #16
    The glasses rumors have always made more sense to me than the cars rumors. It works with the wireless wearable model of watch, glasses, AirPod . Although I wonder if the glasses will also serve as AirPods at some point.
     
  17. ZipZap macrumors 603

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    Dec 14, 2007
    #17
    How many calls failed when you were no where near wifi?

    I see lots if weirdness around wifi calling.
     
  18. brianric macrumors regular

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    Jul 30, 2011
    #18
    Sure if you consider missing medication an inconvenience versus a life necessity.
     
  19. Mabus51 macrumors 65816

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    Aug 16, 2007
    #19
    Plenty of people take meds without an Apple Watch and have got by for 100’s of years.
     
  20. deeddawg macrumors 604

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    Jun 14, 2010
    Location:
    US
    #20
    Works great here -- I very rarely had an issue with it on my S3, and haven't yet had an issue with it on my S4. Perhaps you had a bad unit.
     
  21. niji Contributor

    niji

    Joined:
    Feb 9, 2003
    Location:
    tokyo
    #21
    appreciating the original poster posting about this. its a discussion forum.
    --- Post Merged, Oct 7, 2018 ---
    hi,

    thanks for posting.

    the part about the false-positive fall detection interested me.
    all of the YouTube reviewers of course tried to make it even detect falls and found it difficult to get the watch to report an induced fall.
    so i was skeptical of the algorithm/gyrobalance detection in the watch to perform according to marketing claims.

    but with your experience, its clear that apple is very close to perfecting its internal logic - even though in yr case it was reporting false positives. it sounds like apple has it figured out only to the extent of what is normal walking vs. non-normal walking (such as walking with crutches), at which level is not useful enough.
    lets hope they are able to improve the logic to make it more useful.

    on the other hand, the automatic sending of an emergency call to authorities definitely gives me pause about this.
    i would much prefer for apple to have a choice preference that in case a fall is detected the call goes to either:
    (1) just a designated person (such as a family member) or, (2) to both official authorities and a designated person.
     
  22. tromboneaholic Suspended

    tromboneaholic

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    Clearwater, FL
    #22
    It does not automatically call 911, unless the watch detects you are immobile for a minute.
     
  23. niji Contributor

    niji

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    Feb 9, 2003
    Location:
    tokyo
    #23
    thanks for pointing this out !
    but still i would hope for the options i listed.
     
  24. raam89 macrumors member

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    Jul 21, 2011
    Location:
    The Golden state
    #24
    Because that’s the point of this forum
     
  25. namenotfound macrumors member

    Joined:
    Sep 25, 2012
    #25
    In reference to fall detection, there are two conditions that are supposed to be met. One) a sharp fall Two) no movement post the sharp fall for 1 minute. THEN the call sequence should start. Armchair diagnosis is the accelerometer is bad. I have a 4 with detection enabled and not had it start up in a week. Thankfully I am not on crutches.
     

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31 October 7, 2018