Apple Watch Hermès Customer Support

[bttrdg]

Apple customer support for Apple Watch Hermès is appalling. I have experienced a number of issues in the past relating to Hermès watch bands, each time I have had to fight for a resolution.

One recent incident involved a defect, another was accidental damage covered under AppleCare+. On both occasions Apple accepted that the band should be replaced but was unable to issue a replacement because it is not stocked at Apple Repair Centres, or they would tell me it was because I had purchased a 'specialist' product. Their only solution was to replace the band with one made by Apple (not reasonable given the difference in value), or contact Hermès directly. Hermès will only provide support in-store which, in my case, involves a 150 mile journey (strictly no mail-ins accepted) and there is no guarantee that they will repair or replace the product.

It is unreasonable to expect anyone to converse with a third-party regarding a product that they have purchased from Apple directly or an insurance claim that is of no business to the third-party – I am not expected to contact Nike if I experience an issue with my Nike Sport Band. An Hermès watch is at least £430 more than the equivalent stainless steel Apple Watch with Leather Link – yet fewer support options are available. The insurance premium for AppleCare+ is £80 more (or £1 more monthly) than AppleCare+ for a non-Hermès watch – why is there a surcharge when Apple can't even replace the Hermès band?

I understand that it may be a limitation of the system used to request an Express Replacement, but the customer should not be disadvantaged because of this.

I eventually resolved my first incident by contacting Executive Relations who were able to process a zero cost Apple Store order for an exact replacement. It was such an inconvenient and lengthy struggle. Apple needs to improve their customer support process.

 

[Night Spring]

Not a Hermes band, but I had problems replacing the solo loop bands when they broke. I had 2 -- one that came with my S6, and one that came with my S8. They both broke after about 7-8 months of purchase. I don't buy Apple Care for my watches, but this is within the one-year warranty. First time they said they couldn't tell if the break was accidental or due to normal wear and tear. After long discussions with multiple Apple Store employees, they finally agreed to replace it.

Second time, I contacted online support, who said I had to go to an Apple Store. I live in NYC, so there are multiple Apple Stores, it's not such a hardship for me to get to an Apple Store, but what about people who don't live near one? Anyway, this time they said the one-year warranty only cover damage to the connector parts, not the strap body itself. I asked for a written copy of this policy, so I could confirm it, at which point they suddenly agreed to replace it.

I sent an email to Tim Cook recounting this experience, but I haven't heard back. I used to recommend Apple Products to friends and relatives, in part because of their excellent customer service, but I'm at a point where I no longer feel like I can recommend other people to buy Apple.

 

[JonaM]

I must admit Apple Watch straps is the one place where I've experienced poor service from Apple with my Solo loop band sagging and stretching so much it was falling off my wrist. Getting a replacement was hard work and quite a few hoops and arguments over a pretty cheap accessory (for Apple) was frustrating and led me to buy a generic alternative - cheaper and if you don't get the quality/service then why pay the extra?

 

[mikedis]

It is unreasonable to expect anyone to converse with a third-party regarding a product that they have purchased from Apple directly or an insurance claim that is of no business to the third-party

I'm in disagreement here. Would it be unreasonable to have to contact HP for support if you purchased their laptop from Walmart?

I am not expected to contact Nike if I experience an issue with my Nike Sport Band.

Correct. The difference here, however, is that Nike Sport Bands are made in-house by Apple. Apple only borrows the Nike trademark to brand the sport bands. Hermes leather and nylon bands are made by Hermes in France, and are not an Apple product. They're sold with an Apple Watch, yes, but Apple themselves oversee very little of any of the Hermes band production.

You can request a replacement from Apple for the Hermes Sport Band, because that one's made by Apple with the Hermes trademark only borrowed for the pin. The leather bands do not apply.

It's similar to how Apple does Hermes AirTags. You can order a replacement Hermes branded AirTag on its own, but if your leather is defective, Hermes has to deal with it.

I get it sucks, but it's just the reality of the situation. Apple can't control it because the bands themselves, at least from a technical standpoint, are not Apple products.

 

[Night Spring]

I get it sucks, but it's just the reality of the situation. Apple can't control it because the bands themselves, at least from a technical standpoint, are not Apple products.

Sure, Apple doesn't make the Hermes bands themselves, but it's not that complicated for them to order/provide a replacement band from Hermes for the OP. Which, according to the OP, is what they did in the end, after much argument. The OP is saying they shouldn't have had to fight so hard to reach that resolution, and I totally agree.

 

[Travons]

Sure, Apple doesn't make the Hermes bands themselves, but it's not that complicated for them to order/provide a replacement band from Hermes for the OP. Which, according to the OP, is what they did in the end, after much argument. The OP is saying they shouldn't have had to fight so hard to reach that resolution, and I totally agree.

Exactly, there was not a need for the argument.

 

[mikedis]

Sure, Apple doesn't make the Hermes bands themselves, but it's not that complicated for them to order/provide a replacement band from Hermes for the OP. Which, according to the OP, is what they did in the end, after much argument. The OP is saying they shouldn't have had to fight so hard to reach that resolution, and I totally agree.

I agree to a point. Apple should have an express system in place that lets them order a replacement when needed. It's not reasonable to expect them to have replacements available for some colors, though. These bands aren't produced at the same scale as any of the ones apple made. With some colors, there's only a few thousand pieces in existence. Replacing one of those would be a non-starter.

 

[Night Spring]

I agree to a point. Apple should have an express system in place that lets them order a replacement when needed. It's not reasonable to expect them to have replacements available for some colors, though. These bands aren't produced at the same scale as any of the ones apple made. With some colors, there's only a few thousand pieces in existence. Replacing one of those would be a non-starter.

Of course. One of my solo bands was replaced with the same color as the original, but the other time, they gave me a different color band. That's totally fine. But in the OP's case, they were initially offered a replacement with a non-Hermes band, which is not acceptable at all.

 

[mikedis]

Of course. One of my solo bands was replaced with the same color as the original, but the other time, they gave me a different color band. That's totally fine. But in the OP's case, they were initially offered a replacement with a non-Hermes band, which is not acceptable at all.

I'm assuming the replacement band would have been no cost, up to the original retail price of the Hermes band. They probably offered to replace it with a link bracelet, which retails for $449 I believe.

Not to say that's a fair swap. Just mentioning it.

 

[Night Spring]

I'm assuming the replacement band would have been no cost, up to the original retail price of the Hermes band. They probably offered to replace it with a link bracelet, which retails for $449 I believe.

Not to say that's a fair swap. Just mentioning it.

Not sure what your point is in mentioning this hypothetical offer that even you admit wouldn't be a fair swap.

 

[FreakinEurekan]

The Hermes bands are a ridiculously expensive option that adds no real “value” to the watch. But, you’re right - if Apple’s going to sell it like they do, as a first-party option, they need better support for it.

I can only assume their profit must be astronomical (the price certainly is; so it’s reasonable to assume the margin is there) to make it worth their while to put up with the support headache.

 

[Spotlighter9]

If you bought the item and AppleCare+ using a credit card, they (the credit card company, that is) might offer some coverage/purchase protection as well. Particularly if you are not getting what you bargained for out of the purchase.

 

[Travons]

After all that have been suggested, they can try their luck with the swap.