Apple Watch repair delay (cracked crystal)

Discussion in 'Apple Watch' started by shoutingboy, Nov 9, 2015.

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If you had an Apple Watch crystal repair, how long did it take?

  1. They repaired/replaced it in the store

    1 vote(s)
    33.3%
  2. Watch was back in my hands within a week

    1 vote(s)
    33.3%
  3. 2-3 weeks all told

    1 vote(s)
    33.3%
  4. I'll let you know, I'm still waiting

    0 vote(s)
    0.0%
  1. shoutingboy, Nov 9, 2015
    Last edited: Nov 11, 2015

    shoutingboy macrumors newbie

    shoutingboy

    Joined:
    Nov 9, 2015
    Location:
    Silicon Valley and environs
    #1
    Just wanted to give a heads-up--there are currently long delays on Apple Watch repairs. I've waited two weeks so far.

    My situation: On Saturday, Oct. 24, I dropped my Apple Watch (stainless steel, 42 mm) and the crystal cracked. The next day, I brought it to an Apple Store for an AppleCare+ repair. They told me the watch would be "repaired" (they specifically said "repaired", not replaced) in 3-5 days. They were specific about those dates--I'd mentioned that I was going on a trip on Friday and asked whether the watch would be ready by then, and they said it might or might not (since that was five days out).

    On Wednesday 10/28, the "repair status" page showed "Service completed; product replacement pending". I wasn't clear on whether that meant "we are waiting to get the watch back to him" or "we are getting him a refurb to replace his old watch". I called up, and they seemed quite sure that I was getting my original watch back with a new crystal. They put me through to the store, which told me that the watch hadn't arrived yet but it should happen "soon".

    Since then, I've called and chatted many times. Until last Thursday, the answer was always: The watch is repaired, we're sending it out "soon", it may have already shipped, the store will contact you when they have it.

    On Thursday 11/5 (11 days after I brought it in) I was escalated to a senior support rep, who very apologetically told me that they were, in fact, going to replace my watch with a refurb, and that the replacement watches are backed up (the timeframe she gave was "could be tomorrow, could be Monday"). She also gave me her direct contact info in case it didn't come in, which was nice.

    I dropped by the store on Sunday and they told me much the same--I'd be getting a replacement, but they couldn't say when. They declined to give me even the vaguest time-frame.

    It's Monday afternoon now, and maybe it'll be available today, but I kind of doubt it. Again, it's now been 15 days since I brought it in for repair.

    My takeaways from this:
    • I think the crystals are breaking more than they figured (the next guy over from me, when I brought the watch in, was also in to have a damaged crystal repaired). I just dropped mine four feet onto linoleum tile, and it landed on the corner of the crystal--that's enough to do it. (Oops!)
    • They evidently don't repair your watch for a damaged crystal--they give you a refurb, and refurbish your watch for the next guy.
    • Because of higher-than-expected need, there aren't enough refurbs to go around. Presumably that'll take care of itself, when all the damaged watches coming in now have been refurbed--but in the meantime, if anything happens to your watch, expect to be watchless for a while. (It might be worse in my case, since I expect "stainless steel 42mm" is the most popular model.)
    • The low-level support people have no more information than you can get from the repair-status page. Call them up and they'll just be reading the screen to you ("it looks like it's repaired, you should have it soon"). I asked specifically whether I'd be getting a replacement instead of a repair, and they said "no", until I finally got to talk to a senior CSR who could make things happen.
    I'll update here if there's any progress.

    [EDIT Nov. 11: Per my comment below, they contacted me yesterday evening (16 days after I brought it in) to tell me my watch was ready. I got it today, and it looks fine.]
     
  2. Cowboy1629 macrumors regular

    Cowboy1629

    Joined:
    Sep 20, 2012
    Location:
    Indiana
    #2
    Sounds like from reading other posts on here you would have been better off dealing with AC+ rather than taking it into the store. If you read other posts on here from people that had the same issue they had a new/refurbished Watch in 2 days. The ones that went through the store was 5-7 business days minimum.
     
  3. shoutingboy thread starter macrumors newbie

    shoutingboy

    Joined:
    Nov 9, 2015
    Location:
    Silicon Valley and environs
    #3
    Darn! Well, live and learn. ;-) But still, my watch got from the store to the depot in three days. If there are replacements to be had, you'd think it would have gotten to me by now (twelve days after that)... unless they just don't like me much.
     
  4. Spink10 macrumors 601

    Spink10

    Joined:
    Nov 3, 2011
    Location:
    Oklahoma
    #4
    That is crazy. Completely unacceptable timeframe.
     
  5. shoutingboy thread starter macrumors newbie

    shoutingboy

    Joined:
    Nov 9, 2015
    Location:
    Silicon Valley and environs
    #5
    Got my watch! They sent me an email yesterday evening, and I picked it up today. The Genius told me it's a "brand new" watch, and it looks like one—if it's actually a refurb, they did a good job refurbing it. ;)

    So... my long national nightmare may be over!
     
  6. Newtons Apple macrumors Pentium

    Newtons Apple

    Joined:
    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #6
    Just do not take off or put on your watch unless you are over a table or soft surface.

    Enjoy!
     

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