Apple Extends Free Repairs of First-Generation Apple Watches With Detached Back Covers

[MacRumors]

If you have a first-generation Apple Watch with a separated back cover, Apple or an Apple Authorized Service Provider will repair it free of charge, according to an internal service policy obtained by MacRumors.

Apple Watch with separated back cover via Reddit user PoorSpanaway​

Apple recently extended the service policy's coverage period to up to three years after the original purchase date. If you bought an Apple Watch in April 2015, for example, it is eligible for a free repair until April 2018.

Apple has determined that under certain conditions on some Apple Watch (1st generation) devices the back cover may separate from the watch case. Apple will service eligible devices free of charge. Apple will authorize coverage for three (3) years from the date of purchase.

The service policy has been in effect since last year and applies to any first-generation Apple Watch, including Sport, Edition, and Hermès models, even if the device's limited one-year warranty or extended AppleCare coverage has elapsed.

Affected customers can call an Apple Store and schedule a Genius Bar appointment, or visit an Apple Authorized Service Provider, to initiate the repair process. Or, customers can call Apple Support to arrange shipment of the damaged Apple Watch to an Apple Repair Center in a postage paid box.

Apple advises customers inquiring about a refund for a previous Apple Watch back cover repair to contact Apple Support.

Several users have shared pictures of their first-generation Apple Watch with the back cover falling off on the Apple Support Communities, MacRumors discussion forums, Twitter, and elsewhere on the web. In many cases, the back cover detaches when the Apple Watch is removed from its magnetic charger.

Daring Fireball's John Gruber, for example, shared a picture of his wife's stainless steel Apple Watch with a detached back cover last October. He said the Apple Watch, purchased in May 2015, was providing erratic workout readings before coming apart after it was taken off of its magnetic charger.

https://twitter.com/x/status/783016045481033729

While many customers report that Apple repaired their Apple Watch free of charge, some have been forced to pay out of pocket. Since the service policy has not been publicly announced, some Apple support representatives may be unaware of its existence. Escalating your request to a senior advisor may help.

Apple appears to have fixed the issue with its newer Series 1 and Series 2 models, perhaps by using a stronger adhesive.

Article Link: Apple Extends Free Repairs of First-Generation Apple Watches With Detached Back Covers

 

[OldSchoolMacGuy]

Not at all surprising that they'll take care of it. Apple almost always covers issues like this, even long out of warranty.

 

[Rvsymmot]

Good timing. This literally just happened to mine.

 

[nvmls]

Why would they use better glue if you are gonna buy it anyways?

 

[DaveOP]

Why would they use better glue if you are gonna buy it anyways?

To save themselves money on these repairs?

 

[laurim]

Why would they use better glue if you are gonna buy it anyways?

Nice attempt at snark. Because excellent customer service is a major reason we stay loyal.

 

[576316]

Haha, what? How common is this? My backplate doesn't feel like it's going anywhere. Glad to hear I wouldn't have to worry if it did though.

 

[5105973]

Now THAT is the Apple I want to see more of and buy products from! NOT the Apple that initially swept the so-called Touch disease under the rug until they were called out on it.

BTW, I've been swimming with my Nike Series 2 Sport. It's awesome! I think by the end of summer I'm going to have back the fit figure I lost to middle age and donuts.

 

[8692574]

To save themselves money on these repairs?

This repairs are probably in the order of 0.01% of all watches sold anyway (many user never find out about repairs, other just moved on to a new product...), hardly a "huge expense" probably the better glue would have costed more in the long run....

10$ Repair (this is more than it probably cost them anyway) for 10.000 watches = $ 100.000 (and this is NOT 0.01% )
0.5 $ for better glue for 2.500.000 watches = $1.250.000

Invest the saved 1.250.000$ and 3 years later you covered the repair expenses Do the math

 

[Saipher]

I didn't even know this was an issue, but again, I don't have an Apple Watch Series 1. Hopefully that doesn't happen to the Series 2.

 

[justperry]

Aluminum (On body)

Apple is a Global Company, they should use international English, it's aluminium.

 

[Mw0103]

My wife's series 0 SS 38mm is on its way back from this repair right now. I was happy it happened in month 11 of the original warranty, but this is nice to know for the future.

 

[SteveJobs2.0]

Damn thing is falling apart all over the place. If Bill Cosby was not such a pariah, I would have said something about "Breakedy, Explodety, Popoffety".

 

[nvmls]

To save themselves money on these repairs?

riiight, sell an overpriced flawed product then "loose" money by repairing it 3 years later. They must be loosing a lot of money and know customers love to repair their products.

 

[8692574]

riiight, sell an overpriced flawed product then "loose" money by repairing it 3 years later. They must be loosing a lot of money and know customers love to repair their products.

They hardly lose money, check my previews post

 

[longofest]

My Apple Watch has been showing erratic workout data as well... I kind of hope this happens to mine, because the last time I took it to Apple, they said "working as designed".

https://twitter.com/TechnicallyJLo/status/875863811110174721

 

[nvmls]

Nice attempt at snark. Because excellent customer service is a major reason we stay loyal.

Really? lol, thats great! You seem pretty proud, I envy you.

 

[5105973]

My wife's series 0 SS 38mm is on its way back from this repair right now. I was happy it happened in month 11 of the original warranty, but this is nice to know for the future.

I still have my original 38 mm stainless. My daughter is borrowing it to track her fitness goals. So far the adhesive is holding up but it's good to know we can get it repaired for free if it doesn't. Though I think we still have extended care coverage on it.

 

[LoveToMacRumors]

We all know some people are just going to peel if off

 

[Rickjames74]

Had a service chat rep try and charge me $80 bucks for this no longer than 2 weeks ago. My watch was still 2 days within warranty when it happened. Requested a call from senior advisor and immediately intstesd of that call it was free.

Edit: should add it was covered under  care + so I just received a new replacement.

 

[satchmo]

I wonder if this would have been addressed without the voice of John Gruber.

 

[meaning-matters]

Apple's service for long-term issues is amazing!

Last week Apple offered me a free battery replacement for my 2012 rMBP because it would take till September before the parts arrived. The price the Apple Store guy initially gave me was about $180.

I'm also getting a free screen replacement because it has a slightly damaged upper layer; this is through their replacement program that's been introduced a few months ago.

... all quite amazing!

 

[craigGT68]

Happened to me about 8 months ago. Took my watch off the charger and the back plate stayed attached to the charger. Brought it to an Apple service center here and luckily they called me a week later with a brand new one.

 

[tkukoc]

This is pretty late in the game to issue repairs now. There were tons of people who had this issue originally only to be turned away. Nice to see them issue repairs now but those who had the issue were left paying for it.

 

[Bacillus]

Don't worry about an AppleCar John. There isn't (and won't be) any.