Apple Watch Series 2 and Apple Support Woes

[icloud]

TLDR: working with Apple support on a Watch issue the past 4 months to no resolution. Any tips for getting more response from Apple Support?

I have had issues with my Watch (SS Series 2) disconnecting and failing to reconnect to my iPhone. This issue has been going on for approximately 4 months (since early April). Steps taken so far:

• Had the Watch swapped for another SS Series 2 (issues continued)
• I have been in contact with numerous Apple stores and Genius bars (directed to contact support online)
• Had several diagnostics tests (for both iPhone & Apple Watch; always passing)
• Restored my devices countless times
• Installed three separate iPhone/WatchOS profiles (no resolution)
• Contacted three/four senior advisors to no resolution.
• Tested the Phone paired with several Series 3 watches (no issues with disconnecting)

Currently I am waiting for the third profile I submitted over 3 weeks ago to be reviewed by the engineering team.


I have completed customer satisfaction surveys to no resolution, and have asked for a refund, upgrade, or other possible resolution besides continuing to wait for months on end, although none of these options have been entertained by the advisor I am working with.


Each time I talk to a new Advisor I am told to continue working with the current advisor and to continue waiting… that maybe once engineering comes up with something (or fails to) that they will have some new options they can offer me. My concern is that it’s already been four months, and over three months since submitting profiles for the watch and phone to be reviewed.


Is there any possible steps I can take?

 

[matrix07]

I have had issues with my Watch (SS Series 2) disconnecting and failing to reconnect to my iPhone. This issue has been going on for approximately 4 months (since early April).

Sounds like a software issue. How does upgrading your watch help? It won’t.

 

[Banglazed]

Do you use iTunes backup? Back it up using iTunes or iCloud before trying this.

Have you tried this? On your Watch navigate to Settings>General>Reset>Erase All Content and Settings. On iPhone, do the same. Set up iPhone as new. Once in the home screen pair the Watch. Use the devices normally to see if it will disconnect. If it clears, then you can use restore backup using iTunes.

Do you have another iPhone to pair to this Watch to rule it possible the watch at fault?

 

[icloud]

Sounds like a software issue. How does upgrading your watch help? It won’t.

This issue doesn't affect several Series 3 watches I've had paired to the phone to test it out. I can't determine if the issue exists in software/firmware on the series 2 that is causing this bug
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Do you use iTunes backup? Back it up using iTunes or iCloud before trying this.

Have you tried this? On your Watch navigate to Settings>General>Reset>Erase All Content and Settings. On iPhone, do the same. Set up iPhone as new. Once in the home screen pair the Watch. Use the devices normally to see if it will disconnect. If it clears, then you can use restore backup using iTunes.

Do you have another iPhone to pair to this Watch to rule it possible the watch at fault?

I have done the reset thing and the issue is produced regardless of the watch/phone being clean or restore.

I have tried the watch paired to on other iPhone briefly and the issue didn't seem to occur.

 

[matrix07]

This issue doesn't affect several Series 3 watches I've had paired to the phone to test it out. I can't determine if the issue exists in software/firmware on the series 2 that is causing this bug

There is no way a connecting issue will be a Series 2 problem. I know because I used to wear S2 for a year. It's a software issue, both on the phone and the watch, that's solved by latest softwares released.

And to be clear my S3 also has sporadic connecting issue up until watchOS 4.2, maybe even 4.3.0.

 

[albertohurst]

Wow 4 months and still no prior support. Best is to take this to twitter and see if this can be resolved.
You should ask for a refund and go for a S3 maybe its good.

 

[GRT89521]

I had a very similar issue with my Series 2; it would disconnect and wouldn't reconnect. iPhone said the watch was still connected but the watch showed either no connection or that it was connected to WiFi (if avaliable). Apple finally swapped it out and the issue didn't come back with the new watch (I read this didn't work for you). Have you tried pairing the watch with another phone to see if the issue persists?

Also, what iOS version are you running on your phone. Once I recieved the new Series 2 watch I upgraded to the iOS 12 beta. (I waited until the new watch was received so Apple wouldn't blame the issue on a Beta OS). You may want to try and upgrage to iOS 12 to see if the issue goes away.