Apple Retail/AASP Repair Strategy - Depot only, no swaps

IndoX

macrumors 6502
Original poster
Oct 12, 2011
257
30
Hello all,

Just wanted to inform everyone of the current repair strategy that Apple has in place.

At the moment Apple Watch reservations will be treated as a Mac reservation - as such you'll get a Genius to help you with your appointment. Apple Watch in store support is limited to software only.

If your Apple Watch has any sort of defect, damage (liquid of physical), etc... basically anything hardware related... it will then be sent to a depot repair facility where it will be fixed within a 5-7 day turn around time.

At the moment there are no in store swaps and everything will be shipped to depot.

For returns: returns can be processed in store. Band swaps and watch exchanges are only processed online. Edition customers who wish to return in store can only be done by a manager and the edition has to be micro inspected by a genius.

Good luck and have fun with your new watches! :apple:
 

eXoenDo

macrumors regular
Jun 7, 2010
123
43
Hello all,

Just wanted to inform everyone of the current repair strategy that Apple has in place.

At the moment Apple Watch reservations will be treated as a Mac reservation - as such you'll get a Genius to help you with your appointment. Apple Watch in store support is limited to software only.

If your Apple Watch has any sort of defect, damage (liquid of physical), etc... basically anything hardware related... it will then be sent to a depot repair facility where it will be fixed within a 5-7 day turn around time.

At the moment there are no in store swaps and everything will be shipped to depot.

For returns: returns can be processed in store. Band swaps and watch exchanges are only processed online. Edition customers who wish to return in store can only be done by a manager and the edition has to be micro inspected by a genius.

Good luck and have fun with your new watches! :apple:
Several readers today have reported they've swapped at a Genius Bar for defective units, which is standard for Apple during new releases. They expect a certain number of devices to be DOA. What you're referring to sounds like Apple's Early Field Failure Analysis program where they capture all defective units after an initial release to look for quality issues.
 

macgeek01

macrumors 6502a
Apr 2, 2013
841
79
Several readers today have reported they've swapped at a Genius Bar for defective units, which is standard for Apple during new releases. They expect a certain number of devices to be DOA. What you're referring to sounds like Apple's Early Field Failure Analysis program where they capture all defective units after an initial release to look for quality issues.
If a customer's device is captured for EFFA then they will always receive a brand new device out of retail stock and not from service stock. Can't imagine they will be doing no service swaps and making all customers wait on depot repairs for warranty repairs.
 

IndoX

macrumors 6502
Original poster
Oct 12, 2011
257
30
Several readers today have reported they've swapped at a Genius Bar for defective units, which is standard for Apple during new releases. They expect a certain number of devices to be DOA. What you're referring to sounds like Apple's Early Field Failure Analysis program where they capture all defective units after an initial release to look for quality issues.
In stock replacements are the exception, not the rule. Majority of apple stores will not have any service stock and moving forward after launch any and all defects/damage will be forwarded to depot.

As noted above, EFFA cannot be done in store as stores do not have physical inventory.

In fact, service guides provided to AASP state that only software support can be handled by technicians and for hardware support it will need to be shipped out.
 

Jimmy Justice

macrumors member
Jul 9, 2008
33
0
NYC
Hello all,

Just wanted to inform everyone of the current repair strategy that Apple has in place.

At the moment Apple Watch reservations will be treated as a Mac reservation - as such you'll get a Genius to help you with your appointment. Apple Watch in store support is limited to software only.

If your Apple Watch has any sort of defect, damage (liquid of physical), etc... basically anything hardware related... it will then be sent to a depot repair facility where it will be fixed within a 5-7 day turn around time.

At the moment there are no in store swaps and everything will be shipped to depot.

For returns: returns can be processed in store. Band swaps and watch exchanges are only processed online. Edition customers who wish to return in store can only be done by a manager and the edition has to be micro inspected by a genius.

Good luck and have fun with your new watches! :apple:
How about iphone swap??

I'm experience send out to depo today. Genius told me he can't swap phone due to this issue.

Has anyone experience this?
 
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