Apple Store experiences with watch issues?

[vincenz]

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.

I did not say you are suggesting that I buy AC+ to get any service. I said you are suggesting that I now have to buy AC+ to get the same service I've always expected to get from Apple in the past-- that is, quick, customer-oriented service, which I and others in this thread have demonstrated we did NOT get and have not gotten for the Apple Watch.

I am not talking solely about Express Replacement via online. I am talking about the service in store, which is what this thread has been all along. If you missed that, please reread.

We've discussed the number of permutations of the Apple Watch-- I for one do not see much, if at all, any difference between this and when the iPhone was at its height of complexity (different carriers, models, sizes, and colors).

I am indeed going through the warranty process, and as was the point of this thread all along, it is not a good one compared to iPhone or iPad.

 

[bmac4]

I did not say you are suggesting that I buy AC+ to get any service. I said you are suggesting that I now have to buy AC+ to get the same service I've always expected to get from Apple in the past-- that is, quick, customer-oriented service, which I and others in this thread have demonstrated we did NOT get and have not gotten for the Apple Watch.

I am not talking solely about Express Replacement via online. I am talking about the service in store, which is what this thread has been all along. If you missed that, please reread.

We've discussed the number of permutations of the Apple Watch-- I for one do not see much, if at all, any difference between this and when the iPhone was at its height of complexity (different carriers, models, sizes, and colors).

I am indeed going through the warranty process, and as was the point of this thread all along, it is not a good one compared to iPhone or iPad.

So your suggesting because you walked into an Apple Store over the years and had issues with your iPhone or iPad, Apple would replace it no questions ask right? If that is what you are saying, that means Apple went over and beyond what they promised. No where does it say if you have a defect or something wrong with your product you get a replacement on the spot. Now for the most part they have kept Apple models in stock for replacement, but let's say that day they did not have the model you bought. You were not able to get the phone that say day. Would you come on here and complain then too?

You are suggesting Apple has changed because they do not carry replacement Watches. The level of service never changed, only that Apple decided not to carry 14 different Apple watches to replacement.

I am not really sure what you would expect, but I don't feel Apple has dropped customer service in this case. If you want a replacement without AC, your going to have to wait. It's pretty simple, and it's been spelled out since the beginning.

 

[vincenz]

So your suggesting because you walked into an Apple Store over the years and had issues with your iPhone or iPad, Apple would replace it no questions ask right? If that is what you are saying, that means Apple went over and beyond what they promised. No where does it say if you have a defect or something wrong with your product you get a replacement on the spot. Now for the most part they have kept Apple models in stock for replacement, but let's say that day they did not have the model you bought. You were not able to get the phone that say day. Would you come on here and complain then too?

You are suggesting Apple has changed because they do not carry replacement Watches. The level of service never changed, only that Apple decided not to carry 14 different Apple watches to replacement.

I am not really sure what you would expect, but I don't feel Apple has dropped customer service in this case. If you want a replacement without AC, your going to have to wait. It's pretty simple, and it's been spelled out since the beginning.

I never said the official policy was to replace everything on the spot. I said that's what their practice was when they did so for the iPhone and iPad (and are still doing so?). If replacements are at their discretion still, then OK, yes they were and are still going above and beyond (that's what makes them good). The issue is that they are not doing the same for the watch, which only can be attributed to either a) training of employees to diagnose/repair on the spot or b) they are protecting their bottom line by forcing everyone to send in for repairs and to replace if need be. Or c) some other reason that's beyond the intelligence of everyone on these forums (unlikely). Either way, it all leads to a sub-par experience compared to iPhone or iPad. What makes the watch different? That question is still unanswered.

I would not have complained in that scenario you posted. It would be understandable if they are replacing products and are unable to provide you with one because they do not have it in stock at the moment. What is not understandable is the policy they are adopting right now to everyone who walks into a store with a defective watch. Like I've said, I've never bought AC for any Apple product I own and never had a problem getting an in-store walk-in replacement or repair until now.

I am not suggesting that Apple has changed because of a lack of replacement watches. I am suggesting that Apple has changed with the new retail chief's direction-- seemingly thinking that turning away walk-in customers and enacting policies aforementioned are BETTER than the Apple before she got here.

If you do not think that Apple has dropped customer service for the watch compared to other products, then please be on your way, as I am definitely not the only one here experiencing this service. If you think it's better that Apple charges more these days to get the same, then all the power to you, I suppose.

 

[JayLenochiniMac]

I did not say you are suggesting that I buy AC+ to get any service. I said you are suggesting that I now have to buy AC+ to get the same service I've always expected to get from Apple in the past-- that is, quick, customer-oriented service, which I and others in this thread have demonstrated we did NOT get and have not gotten for the Apple Watch.

I am not talking solely about Express Replacement via online. I am talking about the service in store, which is what this thread has been all along. If you missed that, please reread.

Except it has less to do with AC+ when the real problem is Apple's electing not to stock white box replacements for the AW as they've been doing all along for other iDevices. Anyone with AC+ who walks into the store will get the same crappy service as someone without AC+. It doesn't make for a good customer experience and I'm hoping they'll change this.

 

[bmac4]

I never said the official policy was to replace everything on the spot. I said that's what they were practicing when they did so for the iPhone and iPad (and are still doing so?). If replacements are at their discretion still, then OK, yes they were and are still going above and beyond (that's what makes them good). The issue is that they are not doing the same for the watch, which only can be attributed to either a) training of employees to diagnose/repair on the spot or b) they are protecting their bottom line by forcing everyone to send in for repairs and to replace if need be. Or c) some other reason that's beyond the intelligence of everyone on these forums (unlikely). What makes the watch different from the iPhone or iPad? That question is still unanswered.

I would not have complained in that scenario you posted. It would be understandable if they are replacing products and are unable to provide you with one because they do not have it in stock at the moment. What is not understandable is the policy they are adopting right now to everyone who walks into a store with a defective watch. Like I've said, I've never bought AC for any Apple product I own and never had a problem getting an in-store walk-in replacement or repair until now.

I am not suggesting that Apple has changed because of a lack of replacement watches. I am suggesting that Apple has changed with the new retail chief's direction-- seemingly thinking that turning away walk-in customers and enacting policies aforementioned are BETTER than the Apple before she got here.

If you do not think that Apple has dropped customer service for the watch compared to other products, then please be on your way, as I am definitely not the only one here experiencing this service. If you think it's better that Apple charges more these days to get the same, then all the power to you, I suppose.

So what I am getting at here is that Apple let you do something with the iPhone and iPad they are not obligated to do. Yeah I agree this was going over and beyond. Now I have not had these same experiences with Apple. I had an iPad that the screen started acting up, and I had to go back twice to get them to give me a replacement. It was still in warranty. Like I said before you have gotten some really good geniuses that have taken care of you. Not all of them will do that.

You say you think the customer services is changing for walk ins because of the change in retail chief's direction. What about iPhone and iPads? They still stocks those replacements, and can give you one on the spot if needed. If this change is really because of the chief's directions, would it not be the case for iPhone and iPads?

I don't understand the notion that customer service has dropped on the Apple Watch. It's not like Apple is become rude, or they refuse to fix the product. For whatever reason they are not stocking replacements in store. Again the reason is beyond my knowledge (and yours for that matter), but what is clear is that Apple is still offering great customer service. You can still walk in to the Apple Store and have them look at the watch, and they can tell you what needs to be done. What other smart watch can you do that with? If I had a Moto 360, there is not Motorola store I can take it to. I have to call customer service and try to explain it over the phone, and hope when I send it back it gets fixed. I think Apple is clearly still doing more than what the industry standard is. I will take that any day.

 

[vincenz]

Except it has less to do with AC+ when the real problem is Apple's electing not to stock white box replacements for the AW as they've been doing all along for other iDevices. Anyone with AC+ who walks into the store will get the same crappy service as someone without AC+. It doesn't make for a good customer experience and I'm hoping they'll change this.

Thank you. That is exactly the issue-- anyone who walks into a store expecting service like for the iPhone or iPad, set expectations low to avoid disappointment. Not to say they won't change it for the future, but for now, it is what it is.

It's not a matter of the number of variations of watches. How many variants were there in total for the iPhones and iPads with Verizon, Sprint, AT&T, T-Mobile, Space Gray, Gold, Silver, 16GB, 32GB, 64GB etc?

The issue is bigger than simply that.

 

[vincenz]

So what I am getting at here is that Apple let you do something with the iPhone and iPad they are not obligated to do. Yeah I agree this was going over and beyond. Now I have not had these same experiences with Apple. I had an iPad that the screen started acting up, and I had to go back twice to get them to give me a replacement. It was still in warranty. Like I said before you have gotten some really good geniuses that have taken care of you. Not all of them will do that.

You say you think the customer services is changing for walk ins because of the change in retail chief's direction. What about iPhone and iPads? They still stocks those replacements, and can give you one on the spot if needed. If this change is really because of the chief's directions, would it not be the case for iPhone and iPads?

I don't understand the notion that customer service has dropped on the Apple Watch. It's not like Apple is become rude, or they refuse to fix the product. For whatever reason they are not stocking replacements in store. Again the reason is beyond my knowledge (and yours for that matter), but what is clear is that Apple is still offering great customer service. You can still walk in to the Apple Store and have them look at the watch, and they can tell you what needs to be done. What other smart watch can you do that with? If I had a Moto 360, there is not Motorola store I can take it to. I have to call customer service and try to explain it over the phone, and hope when I send it back it gets fixed. I think Apple is clearly still doing more than what the industry standard is. I will take that any day.

Right, they are not obligated to do so since the unofficial policy is at their "discretion." Is there a place one can read their actual policy, if they have one?

What's jarring is they set up these expectations and the customer is on the receiving end of it. If they want to avoid disappointment, they should set the expectations to begin with. Receive the customer's request and in the beginning of the appointment, explicitly state what the current policy is and WHY. Don't just go at it examining and diagnosing for 20-30 minutes and then state at the end, we have to send it in. Off you go with your watch band. Does not lead to a good experience.

They are offering good service overall, yes, but let's hope that the watch is not an indication of future policies because compared to other products, it is poor in Apple standards.

 

[bmac4]

Right, they are not obligated to do so since the unofficial policy is at their "discretion." Is there a place one can read their actual policy, if they have one?

What's jarring is they set up these expectations and the customer is on the receiving end of it. If they want to avoid disappointment, they should set the expectations to begin with. Receive the customer's request and in the beginning of the appointment, explicitly state what the current policy is and WHY. Don't just go at it examining and diagnosing for 20-30 minutes and then state at the end, we have to send it in. Off you go with your watch band. Does not lead to a good experience.

They are offering good service overall, yes, but let's hope that the watch is not an indication of future policies because compared to other products, it is poor in Apple standards.

Well I think we can agree to disagree. I feel like Apple had to change the way they handled the watch, and honestly I am really surprised they still offer walk in replacements. I know it's something they have been doing for a long time, and customers have come to expect it. The service is already above everyone else, but to offer replacements for people that have not pay for the extra warranty is crazy.

The way the watch is handled is the way I would expect all their products to be handled. I think right now that is better than anyone else can do. I am just thankfully they take walk ins, and can help diagnose problems.

 

[vincenz]

Well I think we can agree to disagree. I feel like Apple had to change the way they handled the watch, and honestly I am really surprised they still offer walk in replacements. I know it's something they have been doing for a long time, and customers have come to expect it. The service is already above everyone else, but to offer replacements for people that have not pay for the extra warranty is crazy.

The way the watch is handled is the way I would expect all their products to be handled. I think right now that is better than anyone else can do. I am just thankfully they take walk ins, and can help diagnose problems.

Don't take this the wrong way, but I think you start to get on a slippery slope once you start comparing Apple to everyone else. Apple has made a name for itself because they do what they do best, without comparing themselves to others. If they adopt the same attitude you have, it will lead to nothing but worse customer experience as time goes on, that they can do "X" AS LONG AS it's better than the competition. That's complacency. No, they should do "X" because that will lead to best results.

I am curious, in what way exactly makes you think that the watch has to be handled differently?

I don't know if you state that it's crazy to offer replacements to non-AC members because you ARE an AC member, or because you really think that. What does it mean to you exactly that someone gets a replacement for a defective product, and feel satisfied and go home and write good things to everyone instead of complaints on forums?

 

[JayLenochiniMac]

Well I think we can agree to disagree. I feel like Apple had to change the way they handled the watch, and honestly I am really surprised they still offer walk in replacements. I know it's something they have been doing for a long time, and customers have come to expect it. The service is already above everyone else, but to offer replacements for people that have not pay for the extra warranty is crazy.

The way the watch is handled is the way I would expect all their products to be handled. I think right now that is better than anyone else can do. I am just thankfully they take walk ins, and can help diagnose problems.

You'd feel far different if they were to start doing this with the iPhone. How would you like to be without your phone for a week or so? Nevertheless, there's no logical or technical reason why Apple had to change the way they handle the Watch. They've always stocked white box replacements for the iPods, yet having music on your person isn't absolutely necessary to one's productivity (unlike not having an iPhone or iPad).

 

[bmac4]

Don't take this the wrong way, but I think you start to get on a slippery slope once you start comparing Apple to everyone else. Apple has made a name for itself because they do what they do best, without comparing themselves to others. If they adopt the same attitude you have, it will lead to nothing but worse customer experience as time goes on, that they can do "X" AS LONG AS it's better than the competition. That's complacency. No, they should do "X" because that will lead to best results.

I am curious, in what way exactly makes you think that the watch has to be handled differently?

I don't know if you state that it's crazy to offer replacements to non-AC members because you ARE an AC member, or because you really think that. What does it mean to you exactly that someone gets a replacement for a defective product, and feel satisfied and go home and write good things to everyone instead of complaints on forums?

I understand Apple does things not because they are comparing to other companies, but because they feel like it's the right thing to do. They would rather have really happy customers, than people getting mad and not wanting to come back. I totally get all that.

I believe this honestly comes down to you being upset because you did not get a replacement on the spot. Honestly that is all that it is. Not that Apple is changing, but that you did not get what you wanted that time. How about all these people that complain when they get a white box, saying they should have gotten a brand new iPhone. When does it stop? Is Apple suppose to give in to every Apple customer's demands?

I think the Apple Watch is much different because it's something completely new. Apple is still learning, and they are trying to figure out what all the problems are with the product. With how they are handling this, they can take the watch and do research. Fix it if possible and give it back to the customer. They will then know what the issues are, and what they need to work on. Just my thoughts.

I have never bought AC until I got the watch. I got the watch after launch, so I know they were not going to be stocking replacements at the store. I bought Apple Care so I could get a replacement overnights to me if I needed it. Before I always took the chance that something might go wrong, but I would deal with it when the time came. I only had one problem, and that was an iPad several years ago. They did not replace it on the spot, and I had to wait. I look at it as my fault for not have AC. Had I paid for it, then I would have not had the issue.

My expectation for a defective unit, is that it gets taken and repaired or replaced. I have never had a company replace in store without it being the return window, or I had bought the extended warranty. I am not comparing Apple to these companies, but that is were I get my expectations. If Apple offers me a replacement on the spot, I will take it. I just don't expect it when I come in.

 

[bmac4]

You'd feel far different if they were to start doing this with the iPhone. How would you like to be without your phone for a week or so? Nevertheless, there's no logical or technical reason why Apple had to change the way they handle the Watch. They've always stocked white box replacements for the iPods, yet having music on your person isn't absolutely necessary to one's productivity (unlike not having an iPhone or iPad).

I would not feel that much different. Before I bought iPhones, I have had defective units from AT&T. They did not replace on spot. They would take the phone, and send it to be repaired. I was on my own to find a backup phone. Was that my favorite thing in the world? No, but those are my expectations for replacements. Now again I will say, if Apple offers to replace on the spot I will take it. I am just not going in the Apple Store expecting that to be the case.

 

[vincenz]

I understand Apple does things not because they are comparing to other companies, but because they feel like it's the right thing to do. They would rather have really happy customers, than people getting mad and not wanting to come back. I totally get all that.

I believe this honestly comes down to you being upset because you did not get a replacement on the spot. Honestly that is all that it is. Not that Apple is changing, but that you did not get what you wanted that time. How about all these people that complain when they get a white box, saying they should have gotten a brand new iPhone. When does it stop? Is Apple suppose to give in to every Apple customer's demands?

I think the Apple Watch is much different because it's something completely new. Apple is still learning, and they are trying to figure out what all the problems are with the product. With how they are handling this, they can take the watch and do research. Fix it if possible and give it back to the customer. They will then know what the issues are, and what they need to work on. Just my thoughts.

I have never bought AC until I got the watch. I got the watch after launch, so I know they were not going to be stocking replacements at the store. I bought Apple Care so I could get a replacement overnights to me if I needed it. Before I always took the chance that something might go wrong, but I would deal with it when the time came. I only had one problem, and that was an iPad several years ago. They did not replace it on the spot, and I had to wait. I look at it as my fault for not have AC. Had I paid for it, then I would have not had the issue.

My expectation for a defective unit, is that it gets taken and repaired or replaced. I have never had a company replace in store without it being the return window, or I had bought the extended warranty. I am not comparing Apple to these companies, but that is were I get my expectations. If Apple offers me a replacement on the spot, I will take it. I just don't expect it when I come in.

I'm not sure how long you've had Apple products, so maybe your expectations are different from those who've been around longer. No one can fault you for that, but just so you know, if I had walked into a store 2-3 years ago with an iPhone with the same issue, I would have walked out with a new one. If you'd like to dissect that however you want, you can go ahead, but just compare that service to now with what both AC and non-AC are receiving for the watch.

This has nothing to do with me. I just think this is indicative of things to come with new management. Hopefully they prove me wrong, we'll see. If you think it is OK, then you just keep paying for the extended warranty. No one's saying you're wrong for doing so, but others don't feel the same way. As long as the product is under warranty, they usually take care of it the "Apple way" (not like this). As I and others have stated in this thread, there is nothing outstanding that makes the watch different from other personal i-products.

Your reasoning that the Apple watch is "new" is almost the exact reasoning that the Genius gave me the day I walked into the store. I do not think this is acceptable to be perfectly honest. I am a customer. I am not a beta tester. There is a place and time for that, and people to hire for that. I am not doing you a favor by buying your products. I am doing it because I like them and I like how you deal with customer service. But if it is not ready for launch or if the details haven't been ironed out yet as far as servicing goes, then don't release it yet. I am not maligning Apple's intents. I am saying the stance they are taking (and that you have) is not entirely appropriate for a company that is built on giving the best user experience.

 

[JT2002TJ]

Apple Care or not. They need to stock replacements in store. They are white boxing them, so there is no need for carrying all the bands. If they sell you a defective product, figure out a way to either repair them in store, or replace them right away. There is no reason people should be waiting in excess of 2 weeks without their product that is defective. Now, if you break your watch, I get it, but it is a defective product, it is Apple's fault. I didn't pay $800+ for a watch that has flaws.

Before anyone says what other products have instant repairs, well, other products typically have local repair facilities, like TVs, phones, computers, the apple watch doesn't. And other products also do not have self owned retail stores. Places that do, have the ability to resolve issues right away or quick authorized repair centers repairs.

I can't remember ever being without a product I own for warranty work for 16 days, ever. Cars, TV's, Phones...

 

[bmac4]

I'm not sure how long you've had Apple products, so maybe your expectations are different from those who've been around longer. No one can fault you for that, but just so you know, if I had walked into a store 2-3 years ago with an iPhone with the same issue, I would have walked out with a new one. If you'd like to dissect that however you want, you can go ahead, but just compare that service to now with what both AC and non-AC are receiving for the watch.

This has nothing to do with me. I just think this is indicative of things to come with new management. Hopefully they prove me wrong, we'll see. If you think it is OK, then you just keep paying for the extended warranty. No one's saying you're wrong for doing so, but others don't feel the same way. As long as the product is under warranty, they usually take care of it the "Apple way" (not like this). As I and others have stated in this thread, there is nothing outstanding that makes the watch different from other personal i-products.

Your reasoning that the Apple watch is "new" is almost the exact reasoning that the Genius gave me the day I walked into the store. I do not think this is acceptable to be perfectly honest. I am a customer. I am not a beta tester. There is a place and time for that, and people to hire for that. I am not doing you a favor by buying your products. I am doing it because I like them and I like how you deal with customer service. But if it is not ready for launch or if the details haven't been ironed out yet as far as servicing goes, then don't release it yet. I am not maligning Apple's intents. I am saying the stance they are taking (and that you have) is not entirely appropriate for a company that is built on giving the best user experience.

Haha so know you are questions on long I have been an Apple users. Well let's see. I have a Classic IPod which was purchased back in 2007. I have had every iPhone since the iPhone 3G. I have been around awhile, and have seen how they handle replacements. Even people that break their screens a couple of days in get replacements for free. I know how Apple treats their customers. I love that they take care of them. What I am saying is, why is this the expectations? Let's say Apple from the beginning of the iPhone did not stock replacements, and you had to send them off. They did offers their amazing customer service, but replacements would be sent off for? Your expectations would be much different, but would that make Apple a worse company? I don't think it would. I think they would still lead their industry in customer service.

Honestly I really have no idea why they are not stocking the Apple watches. Right now I could careless. I paid for AC because I want the piece of mind that if my watch or phone breaks, I am taken care of. I get a replacement within a day, and I am back up and going. To me that is all I can ask for. I don't want to take the chance that the Apple store says theirs nothing wrong, and we will not replace it. Seen that happen way too much.

 

[vincenz]

Haha so know you are questions on long I have been an Apple users. Well let's see. I have a Classic IPod which was purchased back in 2007. I have had every iPhone since the iPhone 3G. I have been around awhile, and have seen how they handle replacements. Even people that break their screens a couple of days in get replacements for free. I know how Apple treats their customers. I love that they take care of them. What I am saying is, why is this the expectations? Let's say Apple from the beginning of the iPhone did not stock replacements, and you had to send them off. They did offers their amazing customer service, but replacements would be sent off for? Your expectations would be much different, but would that make Apple a worse company? I don't think it would. I think they would still lead their industry in customer service.

Honestly I really have no idea why they are not stocking the Apple watches. Right now I could careless. I paid for AC because I want the piece of mind that if my watch or phone breaks, I am taken care of. I get a replacement within a day, and I am back up and going. To me that is all I can ask for. I don't want to take the chance that the Apple store says theirs nothing wrong, and we will not replace it. Seen that happen way too much.

Why is this the expectation? Because that's the way they've always treated customers and they've been handsomely rewarded because of it and have the name they have now. It's too much to ask for now that they continue doing so? Again, what does it mean to their bottom line that they replace it in store vs sending it out and replacing and sending it back and make the customer go through the entire hassle? If anything, they would lose more by having to pay for express shipping back to the store. Makes absolutely no sense.

You have every right to buy insurance, if that's what you feel like you need. But even without AC, if it's within a year and it's defective, they take care of it.

I would not feel that much different. Before I bought iPhones, I have had defective units from AT&T. They did not replace on spot. They would take the phone, and send it to be repaired. I was on my own to find a backup phone. Was that my favorite thing in the world? No, but those are my expectations for replacements. Now again I will say, if Apple offers to replace on the spot I will take it. I am just not going in the Apple Store expecting that to be the case.

I think your issue may have been that you walked into an AT&T store..

Apple Care or not. They need to stock replacements in store. They are white boxing them, so there is no need for carrying all the bands. If they sell you a defective product, figure out a way to either repair them in store, or replace them right away. There is no reason people should be waiting in excess of 2 weeks without their product that is defective. Now, if you break your watch, I get it, but it is a defective product, it is Apple's fault. I didn't pay $800+ for a watch that has flaws.

Before anyone says what other products have instant repairs, well, other products typically have local repair facilities, like TVs, phones, computers, the apple watch doesn't. And other products also do not have self owned retail stores. Places that do, have the ability to resolve issues right away or quick authorized repair centers repairs.

I can't remember ever being without a product I own for warranty work for 16 days, ever. Cars, TV's, Phones...

Hear, hear. If my car can be tuned up in an hour and my monitor can be repaired in 2 days, why is it taking so long for the watch? What benefit does it give Apple to make each customer go through this hassle right now?

 

[bmac4]

Why is this the expectation? Because that's the way they've always treated customers and they've been handsomely rewarded because of it and have the name they have now. It's too much to ask for now that they continue doing so? Again, what does it mean to their bottom line that they replace it in store vs sending it out and replacing and sending it back and make the customer go through the entire hassle? If anything, they would lose more by having to pay for express shipping back to the store. Makes absolutely no sense.

You have every right to buy insurance, if that's what you feel like you need. But even without AC, if it's within a year and it's defective, they take care of it.




I think your issue may have been that you walked into an AT&T store..




Hear, hear. If my car can be tuned up in an hour and my monitor can be repaired in 2 days, why is it taking so long for the watch? What benefit does it give Apple to make each customer go through this hassle right now?

Ok so if you would like to throw out the AT&T story, then what about the google Play store? I have bought plenty of phones from there. Send one back because there was an issue, and I had to wait to get another one sent. This is across the board the way things work. Yes Apple goes over and beyond, but I feel like I just keep repeating myself. You think they should carry watches to replace defects, and well I guess you have some to expect that from Apple, but you still never answered my question. What about that customer that wants a band new watch and not the white box? Apple has been know to do that a time or two. Based on your logic they should get a new one since Apple has done that in the past. At what point does this become out of hand?

You have your expectations and I have mine. I am not sure the Apple Watch is as easy to fix as tuning up your car. Isn't the Apple Watch rated as one of the toughest things to fix?

 

[vincenz]

Again, I would not want to start comparing Apple to others. Don't need to and don't feel like wasting time doing so. Like many others have already said, all other iproducts have had white box replacements, and this one shouldn't be different. If a brand new white box replacement is not good enough for a single customer, that customer seriously has bigger problems. The consensus is that any replacement is good. Going into a store, having to send your watch out, walk out, wait a week, then go back into the store to pick up, is not good. Who said it has to be brand new in box in retail packaging? I've gotten both types and I didn't care which it was. If I was within the return window maybe I could argue I deserve a new one in retail packaging, but other than that, no.

 

[JayLenochiniMac]

I would not feel that much different. Before I bought iPhones, I have had defective units from AT&T. They did not replace on spot. They would take the phone, and send it to be repaired. I was on my own to find a backup phone. Was that my favorite thing in the world? No, but those are my expectations for replacements. Now again I will say, if Apple offers to replace on the spot I will take it. I am just not going in the Apple Store expecting that to be the case.

So you're perfectly content with only average services from Apple, in line with the industry. Keep in mind that some people opt for Apple devices specifically for their superior services, which we've come to know and love from Apple. That most certainly isn't the case with the AW, as the level of service is exactly what you'd expect with non-Apple products, not superior services as you've said.

 

[Armen]

So you're perfectly content with only average services from Apple, in line with the industry. Keep in mind that some people opt for Apple devices specifically for their superior services, which we've come to know and love from Apple. That most certainly isn't the case with the AW, as the level of service is exactly what you'd expect with non-Apple products, not superior services as you've said.

I called and complained to Apple again. All I get is "sorry" and that I should have my watch soon.

AppleCare+ and I've been watch-less for 6 days now.

 

[bmac4]

Again, I would not want to start comparing Apple to others. Don't need to and don't feel like wasting time doing so. Like many others have already said, all other iproducts have had white box replacements, and this one shouldn't be different. If a brand new white box replacement is not good enough for a single customer, that customer seriously has bigger problems. The consensus is that any replacement is good. Going into a store, having to send your watch out, walk out, wait a week, then go back into the store to pick up, is not good. Who said it has to be brand new in box in retail packaging? I've gotten both types and I didn't care which it was. If I was within the return window maybe I could argue I deserve a new one in retail packaging, but other than that, no.

Ok well you keep expecting that kind of service. If you feel Apple is not handling this right send Tim Cook an email and let him know. When the survey comes out from the store you went to, complain there too. I have done both of these things before, and seen some results. I don't agree you received under Apple standards treatment, but if you do then I think this is a good place to start.

 

[JayLenochiniMac]

I called and complained to Apple again. All I get is "sorry" and that I should have my watch soon.

AppleCare+ and I've been watch-less for 6 days now.

Don't waste your time and energy doing that, as that won't get your watch sooner. You've already written to Tim Cook's email, which is the best you can do to get your message across.

 

[bmac4]

So you're perfectly content with only average services from Apple, in line with the industry. Keep in mind that some people opt for Apple devices specifically for their superior services, which we've come to know and love from Apple. That most certainly isn't the case with the AW, as the level of service is exactly what you'd expect with non-Apple products, not superior services as you've said.

Who is saying Apple is offering service in line with the industry with the Apple Watch? What smart watch can you get right now other than the Apple Watch that you can go into a physical store and set up an appointment if you have an issue? I don't think there is one. I have had great support from Apple with my watch, so I hope it keeps up.

 

[bmac4]

I called and complained to Apple again. All I get is "sorry" and that I should have my watch soon.

AppleCare+ and I've been watch-less for 6 days now.

So you have AC+? Why did you not get a express replacement?

 

[Armen]

So you have AC+? Why did you not get a express replacement?

Because the moron "Senior" Advisor at Apple decided I needed to take it to a Genius to verify the issue. Even the rep after him said "wtf? why did he do that if you have AC+?"