Apple Store experiences with watch issues?

JT2002TJ said:
I went in for my appointment for a defective coating (there was a small circle where the coating was missing). They took my watch, handed me the band (they were nice) and told me they would send it out for repairs. They stated that it would take 7-10 days, and may be earlier because it seems Apple is simply replacing them. In the end I was without a watch for 16 days. When they gave me a new one, it was in a white box (new), with no band. I have Apple Care+ on the watch (SS with black sport band).

If they had simply boxed the watches separately from the bands, I would have been able to get a replacement in store once they determined it needed to be replaced. But this business of sitting around and waiting is VERY annoying. I was not very happy, and there was nothing I could do but sit and wait.
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For future if you have AC+, call. They would overnight you a watch in that case.
 
JT2002TJ said:
I went in for my appointment for a defective coating (there was a small circle where the coating was missing). They took my watch, handed me the band (they were nice) and told me they would send it out for repairs. They stated that it would take 7-10 days, and may be earlier because it seems Apple is simply replacing them. In the end I was without a watch for 16 days. When they gave me a new one, it was in a white box (new), with no band. I have Apple Care+ on the watch (SS with black sport band).

If they had simply boxed the watches separately from the bands, I would have been able to get a replacement in store once they determined it needed to be replaced. But this business of sitting around and waiting is VERY annoying. I was not very happy, and there was nothing I could do but sit and wait.
Click to expand...

You could have done express replacement since you had AC+. Anyone with AC+ should not head to the store but do the express replacement via phone.
 
Isn't there a limit to the number of AppleCare+ replacements, and don't you have to pay a fee? I thought once the regular warranty was up, you use applecare+, or if there is damage... But this was a defective product.

Was I doing it all wrong?
 
JT2002TJ said:
Isn't there a limit to the number of AppleCare+ replacements, and don't you have to pay a fee? I thought once the regular warranty was up, you use applecare+, or if there is damage... But this was a defective product.

Was I doing it all wrong?
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You get 2 replacements for accidental damage (fee associated), but something that is a manufacture defect would be covered free of charge. Express replacement is a benefit of having AC+ and can be used for damage or a defect.
 
JT2002TJ said:
Isn't there a limit to the number of AppleCare+ replacements, and don't you have to pay a fee? I thought once the regular warranty was up, you use applecare+, or if there is damage... But this was a defective product.

Was I doing it all wrong?
Click to expand...

It doesn't apply to manufacturing defects. You pay the deductible only for user-inflicted damage such as cracking the screen, etc.
 
JT2002TJ said:
I went in for my appointment for a defective coating (there was a small circle where the coating was missing). They took my watch, handed me the band (they were nice) and told me they would send it out for repairs. They stated that it would take 7-10 days, and may be earlier because it seems Apple is simply replacing them. In the end I was without a watch for 16 days. When they gave me a new one, it was in a white box (new), with no band. I have Apple Care+ on the watch (SS with black sport band).

If they had simply boxed the watches separately from the bands, I would have been able to get a replacement in store once they determined it needed to be replaced. But this business of sitting around and waiting is VERY annoying. I was not very happy, and there was nothing I could do but sit and wait.

EDIT: I have a SS with black sport band with AppleCare + that I got on launch day (US).
Click to expand...

I can't imagine even one day without my AW or any other Apple devices.
 
JayLenochiniMac said:
You could have done express replacement since you had AC+. Anyone with AC+ should not head to the store but do the express replacement via phone.
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I tried this with my Watch. I opened an AC+ case online and was called by a specialist. The specialist sent me to the Genius Bar to verify I had a manufacturers defect. Then my watch was taken via Genius and shipped out. I called this morning to see if I had any other options and was told the only way I would get a working watch would be to wait for repair or replacement to be determined off site. So now I wait...
 
JayLenochiniMac said:
Except this isn't the case as the white box replacements are watch body only. They do not replace the band unless it's defective, just like iPhone accessories. Previously there would be only four different bodies (silver sport, space gray sport, SS, space black SS). Now we have a bit more variants, but still not as many as iPhone white box replacements.



Nope. They replace just the body. Anyone swapping out a watch won't get a replacement band unless it's also defective.
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My first Apple watch had a defect: Apple over nighted me a new one and I shipped the defect back.

Second watch has a blown speaker. Took it to the Apple Store on Saturday. I still don't have a watch and it's Wednesday.

I don't understand why the 2 situations were treated differently.
 
Armen said:
My first Apple watch had a defect: Apple over nighted me a new one and I shipped the defect back.

Second watch has a blown speaker. Took it to the Apple Store on Saturday. I still don't have a watch and it's Wednesday.

I don't understand why the 2 situations were treated differently.
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It's very simple. Apple has elected not to stock white box replacements for the AW across the board, and so not all Apple Stores have all models in stock. Your first situation was Express Replacement, which is a benefit of AC+. In your second situation, you took it to an Apple Store, but it had to be sent out anyway since they weren't stocking white box replacements.

Until they start stocking white box replacements like other iDevices, always opt for Express Replacement if you have AC+.
 
prezasti said:
I tried this with my Watch. I opened an AC+ case online and was called by a specialist. The specialist sent me to the Genius Bar to verify I had a manufacturers defect. Then my watch was taken via Genius and shipped out. I called this morning to see if I had any other options and was told the only way I would get a working watch would be to wait for repair or replacement to be determined off site. So now I wait...
Click to expand...

You could have held your ground and told them you wish to do the Express Replacement. They can't refuse this if you have AC+.
 
JayLenochiniMac said:
It's very simple. Apple has elected not to stock white box replacements for the AW across the board, and so not all Apple Stores have all models in stock. Your first situation was Express Replacement, which is a benefit of AC+. In your second situation, you took it to an Apple Store, but it had to be sent out anyway since they weren't stocking white box replacements.

Until they start stocking white box replacements like other iDevices, always opt for Express Replacement if you have AC+.
Click to expand...

I called AppleCare+. The tech was on the phone with me for over an hour. He told me to take it to the Apple Store.
 
Armen said:
I called AppleCare+. The tech was on the phone with me for over an hour. He told me to take it to the Apple Store.
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Next time tell them you wish to do the Express Replacement Service. It's a benefit of AC+ as stated on AppleCare+ for Apple Watch webpage:
  • Express Replacement Service so you don’t have to wait for a repair
 
Terrible for first-gen users. How is this compared to first gen iPhone or iPad owners? Granted, you can't entirely compare products, but I still do not see a logical reason for service to be completely different with the watch compared to other personal electronics.

My saga continues of course. So the overnight replacement that was supposed to be delivered today never made it because they got the shipping address wrong, even after I confirmed it with them. At least I got the box that I'm supposed to ship the defective watch back in. But of course, the name on the box is not me at all. They either need to hire more people because their techs are overworked or people there need to take vacations.

A second replacement is being overnighted after a 45 min online chat and 45 min phone call with 3 escalations, and I now have an additional credit card hold for that one. Good grief, Apple.


lagwagon said:
I don't think it's as simple as just carrying the casings for replacements. I believe the serial numbers are also tied to what band combo was with it. So they would still have to carry multiple casings so they had every available combo.
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If what you say is correct, the serial no. would have information about:

case style
case color
case sizing
band style
band color

So by consulting the serial, if they're replacing just casing anyway, why does it matter what band came with the watch originally? Vice versa, if they were replacing the band, they would know by the serial. If the watch is defective, they aren't replacing both casing and band, just casing.
 
JayLenochiniMac said:
You could have held your ground and told them you wish to do the Express Replacement. They can't refuse this if you have AC+.
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Thank you for the info. I wish I knew this sooner.

After I get the watch back I hope I don't have any more issues, but I will make sure to do this next time. I can't stand being without my watch now that I've integrated it into my work.
 
JayLenochiniMac said:
Next time tell them you wish to do the Express Replacement Service. It's a benefit of AC+ as stated on AppleCare+ for Apple Watch webpage:
  • Express Replacement Service so you don’t have to wait for a repair
Click to expand...

The guy claimed to be a Senior manager. Gave me his direct line and everything. I told him I had AC+ and he validated. Still sent me to the Apple store. I left him a big complaint voicemail and he was supposed to return my call yesterday and did not.
 
Armen said:
The guy claimed to be a Senior manager. Gave me his direct line and everything. I told him I had AC+ and he validated. Still sent me to the Apple store. I left him a big complaint voicemail and he was supposed to return my call yesterday and did not.
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I would have hung up and tried a different rep. There's no reason they couldn't have done Express Replacement as long as you have a valid case. What was the issue the second time?
 
Ok OP let me get this right. You decided not to buy the extended warranty which covers defects, and accidental damage for 2 years with the added bonus of express replacements. Yet you are asking for an express replacement without paying for it. Just because Apple is the past was nice and let you replace an iPhone, or iPad in store without AppleCare + does not mean they should now. You got lucky, and even then it was not their policy. You got a genius that decided to be nice.

The Apple Watch is a completely different device for Apple, and they are handling it differently. Maybe next time you will get AC+ and not have to deal with this.
 
JayLenochiniMac said:
I would have hung up and tried a different rep. There's no reason they couldn't have done Express Replacement as long as you have a valid case. What was the issue the second time?
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Speaker making a popping sound when I lifted my wrist to check the time. I just got off the phone with AC+ and they told me it should have been an express replacement but since the store has it they can't do anything. Now, I'm looking at Friday for it to be ready and I don't even know at this point if they broke out tiny little tweezers and replaced the speaker or if i'm going to get a new watch. I'm really irritated right now.

Spent an hour on the phone with AC+ jumping through their troubleshooting hoops
Spent an hour at the Apple Store at the Genius bar for them to acknowledge the problem
Spent an hour just now on AC+ again only to find out that I'll be without a watch until Friday.

On top of all that Mr "Senior" advisor didn't even call me on Tuesday like he said he would. total let down of Customer service.
 
bmac4 said:
Ok OP let me get this right. You decided not to buy the extended warranty which covers defects, and accidental damage for 2 years with the added bonus of express replacements. Yet you are asking for an express replacement without paying for it. Just because Apple is the past was nice and let you replace an iPhone, or iPad in store without AppleCare + does not mean they should now. You got lucky, and even then it was not their policy. You got a genius that decided to be nice.

The Apple Watch is a completely different device for Apple, and they are handling it differently. Maybe next time you will get AC+ and not have to deal with this.
Click to expand...

If I must buy AC+ now to get the same level of service as before without it, then you are just reiterating my original point that Apple is protecting their bottom line.

I did not simply "get lucky" with my iPhone and iPad replacements in the past. Everyone was experiencing the same service.

Your simply stating that the service policy is different from that of the iPad and iPhone does not explain WHY it is different.
 
vincenz said:
If I must buy AC+ now to get the same level of service as before without it, then you are just reiterating my original point that Apple is protecting their bottom line.

I did not simply "get lucky" with my iPhone and iPad replacements in the past. Everyone was experiencing the same service.

Your simply stating that the service policy is different from that of the iPad and iPhone does not explain WHY it is different.
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No I am not suggesting that you have to buy AppleCare just to get service, but the service you are asking for it an AC option not a standard warranty. It has nothing to do with Apple changing.

You did get "lucky" because the policy never guarantees you an express replacement without AppleCare. The difference between the iPhone and iPad, is that Apple does not carry replacements in store. I am not sure the reason for that, but I am sure they have one. Maybe because there are 8 different sport models, 4 different SS, and 4 gold. That is a lot of product to have to keep replacements on hand. As for asking for a new one. That is just crazy to expect that from Apple. You are having issues, you need to go through the warranty process because you are out the the return period.
 
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