Apple watch allergic reaction, Apple not accepting a return

jonnyfreeman

macrumors newbie
Original poster
Aug 29, 2015
4
1
I have an apple watch, milanese loop, 42mm. Within a few weeks of starting to wear it (early may 2015), I developed a nasty rash on my wrist right under the watch face. I stopped wearing the watch around June 20th, on advice of Apple Support. Have been in contact with them over last couple of months (phone, email, sent pics), and though they acknowledge the watch is causing the reaction, they have asked me to start wearing it again now that the reaction has cleared up, and to contact them when it comes back.... I just want to return the watch, £600 for a wrist inflammation is not a great consumer proposition, but have been told that's not Apple's policy given that the 14 day period after delivery has elapsed. Anyone had their watch accepted as a return following an allergic reaction like this?

 

Newtons Apple

Suspended
Mar 12, 2014
22,764
14,918
Jacksonville, Florida
Yep, I believe if you calmly explained this to Apple they would change their mind. Heck, they have been know to replace a sport with a SS model at no charge to make some with sensitivities happy. I would try and call again.
 

JayLenochiniMac

macrumors G5
Nov 7, 2007
12,815
2,354
New Sanfrakota

jonnyfreeman

macrumors newbie
Original poster
Aug 29, 2015
4
1
Yep, I believe if you calmly explained this to Apple they would change their mind. Heck, they have been know to replace a sport with a SS model at no charge to make some with sensitivities happy. I would try and call again.

Thanks, I have had quite a few calls with Apple - all calm and good natured. Their engineers' helpline seem supportive but have been told to relay to me that I need to wear it again and get the rash again before they'll consider a refund...
 

JayLenochiniMac

macrumors G5
Nov 7, 2007
12,815
2,354
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Thanks, I have had quite a few calls with Apple - all calm and good natured. Their engineers' helpline seem supportive but have been told to relay to me that I need to wear it again and get the rash again before they'll consider a refund...
I'll chalk that up to poor customer service typical of Apple outside the United States. So much for EU's excessive customer protection law.
 

Arran

macrumors 601
Mar 7, 2008
4,353
2,725
Atlanta, USA
Have you seen your GP? Has it been confirmed as an allergic reaction or could it be something more common (and not watch-specific) like a fungal infection?

If it's been confirmed as an allergy by a doctor then you definitely want to relay that to Apple. Just the fact that you've bothered to get a doctor involved will get them moving.
 

Newtons Apple

Suspended
Mar 12, 2014
22,764
14,918
Jacksonville, Florida
Thanks, I have had quite a few calls with Apple - all calm and good natured. Their engineers' helpline seem supportive but have been told to relay to me that I need to wear it again and get the rash again before they'll consider a refund...
Not the reply I would expect but the choice is yours. Sorry about your problem and hope you get it resolved.
 

cambookpro

macrumors 603
Feb 3, 2010
6,402
1,841
United Kingdom
I'll chalk that up to poor customer service typical of Apple outside the United States. So much for EU's excessive customer protection law.
I don't think this isn't necessarily indicative of Apple's service outside the US. I've had small problems with Apple products which were replaced without question, yet I've had other bigger problems which took multiple conversations and Apple Store visits to sort out. It depends on a number of factors: not all employees handle things the same.

However, the fact remains that the EU directives do provide better consumer protection. I haven't heard that many cases of things in the US being fixed outside of AppleCare, but here it is done almost without question if the item is clearly defective.
 

Night Spring

macrumors G5
Jul 17, 2008
13,064
5,084
I haven't heard that many cases of things in the US being fixed outside of AppleCare, but here it is done almost without question if the item is clearly defective.
What do you mean by "outside AppleCare"? I live in the U.S., and I almost never buy AppleCare, but have had no problems getting Apple products replaced within the first year of purchase when they were clearly defective. Most of the problems I read here about people having problems getting replacement seems to be because there is a question over whether a product is actually defective, or whether the problem is due to damage caused by the user.
 

cambookpro

macrumors 603
Feb 3, 2010
6,402
1,841
United Kingdom
What do you mean by "outside AppleCare"? I live in the U.S., and I almost never buy AppleCare, but have had no problems getting Apple products replaced within the first year of purchase when they were clearly defective. Most of the problems I read here about people having problems getting replacement seems to be because there is a question over whether a product is actually defective, or whether the problem is due to damage caused by the user.
By outside AppleCare, I mean when AppleCare has expired. I've had a couple of products replaced about a year after AppleCare expired for no cost.

AppleCare is just Apple's terms for their warranty - not necessarily the three-year extended warranty.
 

Night Spring

macrumors G5
Jul 17, 2008
13,064
5,084
By outside AppleCare, I mean when AppleCare has expired. I've had a couple of products replaced about a year after AppleCare expired for no cost.

AppleCare is just Apple's terms for their warranty - not necessarily the three-year extended warranty.
Ah. I've always thought of AppleCare as the extended warranty, and the first year warranty as just regular product warranty.

In any case, the extended warranty is a non-issue with the watch for now, because no watches are outside the standard warranty period yet.
 

JayLenochiniMac

macrumors G5
Nov 7, 2007
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Ah. I've always thought of AppleCare as the extended warranty, and the first year warranty as just regular product warranty.
It's more correct to refer to the first year warranty as "standard warranty" rather than AppleCare. Before we got AC+, we had "AppleCare" which offered no accidental damage protection but merely extended the standard warranty into the second year.
 

Julien

macrumors G4
Jun 30, 2007
11,140
3,828
Atlanta
....I need to wear it again and get the rash again before they'll consider a refund...
Why are you reluctant to try again? Either it will not happen again and you can wear your :apple:Watch or it happens again and then Apple will likely start the return process.
 

Night Spring

macrumors G5
Jul 17, 2008
13,064
5,084
Why are you reluctant to try again? Either it will not happen again and you can wear your :apple:Watch or it happens again and then Apple will likely start the return process.
I can kind of understand being reluctant to risk another rash. I think if the customer doesn't want to risk a rash, then Apple should accept that choice and start the return process.
 

JayLenochiniMac

macrumors G5
Nov 7, 2007
12,815
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I can kind of understand being reluctant to risk another rash. I think if the customer doesn't want to risk a rash, then Apple should accept that choice and start the return process.
I agree. From an American perspective, it's almost inexcusable for Apple to require that a customer suffer another rash in order to accept a return so I can only guess it's a UK thing.
 

Night Spring

macrumors G5
Jul 17, 2008
13,064
5,084
I agree. From an American perspective, it's almost inexcusable for Apple to require that a customer suffer another rash in order to accept a return so I can only guess it's a UK thing.
To be clear, if it were me, I'd agree to try it another time to see if this time I didn't develop a rash, as I'd like to keep the watch if possible. But the choice should be up to the customer! Is this really a UK vs US thing?
 

Nell

macrumors 6502a
Jun 25, 2012
561
246
London
It seems to me to be common sense to try it again once the rash has gone. Irritation behind a watch can be caused by the watch but it can also be caused by something getting trapped between watch and wrist.

And yes, in the UK it's not at all unusual for things to be replaced out of warranty but it's something that sometimes happens immediately (at the discretion of the store manager) and sometimes happens after the case has been pushed further. This isn't a warranty issue though; it's about the return period and refunds outwith the return period seem to be discretionary everywhere.
 

Sandy0367

macrumors newbie
Apr 30, 2018
2
0
I have an apple watch, milanese loop, 42mm. Within a few weeks of starting to wear it (early may 2015), I developed a nasty rash on my wrist right under the watch face. I stopped wearing the watch around June 20th, on advice of Apple Support. Have been in contact with them over last couple of months (phone, email, sent pics), and though they acknowledge the watch is causing the reaction, they have asked me to start wearing it again now that the reaction has cleared up, and to contact them when it comes back.... I just want to return the watch, £600 for a wrist inflammation is not a great consumer proposition, but have been told that's not Apple's policy given that the 14 day period after delivery has elapsed. Anyone had their watch accepted as a return following an allergic reaction like this?

[doublepost=1525146500][/doublepost]I had the same problem and I was asked a ton of questions. Sent 8 pictures 3 times as they wouldn’t receive them. And then in the end I was sent 2 articles on how to clean my watch and how to wear it!!! No help at all !!!!