AppleCare frustration with new Series 7

[Tyler23]

I picked up my 45mm Stainless Steel Series 7 last Sunday. I’ve had three previous Apple Watches (the Series 0, 3 and most recently 4, all SS). I’ve never damaged any of my previous watches, but I must have knocked it because on Wednesday night I noticed a crack in the bottom right corner of the screen.

I have AppleCare+ So I called Apple to to set up an Express Replacement, but they told me there’s some computer problem and they’re not able to set it up yet, but they’ll call me back later to try again.

Long story short, here we are two days later and Apple Support has said their system is not yet set up for repairs/replacements of the Series 7. They recommend I try the Apple Store, so I got a Genius Bar appointment tonight only to be told they also can’t do anything and don’t have any replacement units in store or anywhere.

At this point, they’re saying I may be able to set up an “Express” Return in 7-10 days.

Something similar happened when I got the iPhone XS at launch. The OLED screen was bad and I went in to see if I could get it repaired or replaced. They couldn’t do either and ended up swapping it for a retail unit (really nice of them and great customer service).

I know it’s not the fault of anyone I’ve spoken with and I know watches are in short supply (my pre-order was due early November, but I was able to order for in store pickup and cancel my pre-order). It seems nuts to me that a company like Apple wouldn’t have the infrastructure in place to support their new products.

The rep I’ve been working with on the phone is set to call me at noon tomorrow for an update. We’ll see what he says, hoping for some good luck but realize it’s more realistic that I’ll be waiting for a bit.

Thanks for reading!

 

[asfalloth]

Maybe have a bit of patience and wait a week with your working but self damaged watch, and then try again?, I have no doubt apple will come through for you but we’re all only human, and it’s very early in the launch logistics cycle, they’re not saying they have no replacements but maybe it’s just too early for the systems to definitively know where all the units are atm.

 

[Tyler23]

Fair point about the patience! I work in logistics and am just surprised they aren’t prepared to offer service on a new product. Effectively makes Apple Care useless for the first few weeks, but I appreciate the reasonable response!

 

[haruhiko]

Fair point about the patience! I work in logistics and am just surprised they aren’t prepared to offer service on a new product. Effectively makes Apple Care useless for the first few weeks, but I appreciate the reasonable response!

They didn’t even have the marketing materials and the configurator ready until pre order day. That speaks a lot.

 

[Apple_Robert]

This isn't an AppleCare+ problem as much as it is a supply and demand problem. The good news is Apple will take care of you as soon as they can. With any other tech retailer, I would be concerned.

 

[unclemax]

It seems to be a manufacturing defect. By the way, nothing to do with AppleCare, in your fourteen days you should just request replacement, not invoke AppleCare/AppleCare+ warranty. If they don’t have stock, and won’t have stock until your 14 days are up I’d return it for a refund and get a new one later.

I’ve experienced a similar problem with launch day AW7 - two days later a crack appeared out of nowhere - here’s the thread:

Apple Watch Series 7 manufacturing defect?

My Apple Watch Series 7 is four days old, and I just noticed this weird fine line inside the screen - like a crack? I didn't hit or drop (I mean, I am sure I must have hit it gently against something, as you do with watches, as well as it was also rubbing against my clothes as I went about my...

forums.macrumors.com

But, seeing that I am in China, and I don’t have an Apple Store in my city, I just mailed it back to Apple and ordered a new one. I can’t be bothered to waste my time and try to get warranty service on a four day old product, especially here where sometimes they just want to get rid of a laowai. I hope they won’t hassle me about the crack (it so obviously doesn’t have a point of impact, you can’t even feel it on the surface, it’s inside the glass). The only downside - now I have to wait a month for replacement.

 

[Tyler23]

I did see if they’d allow me to return it - they wouldn’t because of the crack. My only choice was to use AppleCare+, otherwise I’d be paying full price for the replacement!

 

[unclemax]

I did see if they’d allow me to return it - they wouldn’t because of the crack. My only choice was to use AppleCare+, otherwise I’d be paying full price for the replacement!

Wait, they can refuse to refund a new product even if it arrived damaged / defective? It’s not like you have to sit there with a loupe and inspect it within the first hour after opening. Sunday - Wednesday is a reasonable timeline, after all, they give you 14 days…

Is it obvious that you hit it against something and it caused the crack?

 

[Tyler23]

Wait, they can refuse to refund a new product even if it arrived damaged / defective? It’s not like you have to sit there with a loupe and inspect it within the first hour after opening. Sunday - Wednesday is a reasonable timeline, after all, they give you 14 days…

Is it obvious that you hit it against something and it caused the crack?

It was not damaged when I received it, so even though I don’t have any idea of when or how I damaged it, that must be what happened. It definitely looks like a crack caused by impact.

I’ve been fortunate with great customer service from Apple in the past, so I expected they’d do just as well in this instance. I will practice patience.

 

[unclemax]

It was not damaged when I received it, so even though I don’t have any idea of when or how I damaged it, that must be what happened. It definitely looks like a crack caused by impact.

I’ve been fortunate with great customer service from Apple in the past, so I expected they’d do just as well in this instance. I will practice patience.

Okay, I don’t know, maybe you smashed it. I know about my watch that I didn’t, and that crack either was there to begin with, or appeared on its own. I was speculating that it’s the new screen this year, and maybe that’s how it sometimes responds to haptics, temperature gradient, etc. I was expecting to see more cases like mine, but maybe, as you said, in your case it’s mishandling.

I definitely hope Apple is not going to give me hassle with return - I don’t owe it to them to waste my time trying to get warranty service on days-old defective product.

 

[BugeyeSTI]

Okay, I don’t know, maybe you smashed it. I know about my watch that I didn’t, and that crack either was there to begin with, or appeared on its own. I was speculating that it’s the new screen this year, and maybe that’s how it sometimes responds to haptics, temperature gradient, etc. I was expecting to see more cases like mine, but maybe, as you said, in your case it’s mishandling.

I definitely hope Apple is not going to give me hassle with return - I don’t owe it to them to waste my time trying to get warranty service on days-old defective product.

Your watch doesn't look cracked it looks like a defect on the oled panel under the screen. The OP has cracked the outer display, two totally different situations. Yours is a manufacturing defect the OP's is accidental damage and will be covered by his AppleCare+ as it should be considering he paid for that convenience..

 

[unclemax]

Your watch doesn't look cracked it looks like a defect on the oled panel under the screen. The OP has cracked the outer display, two totally different situations. Yours is a manufacturing defect the OP's is accidental damage and will be covered by his AppleCare+ as it should be considering he paid for that convenience..

One still has to pay to get it replaced under accidental damage, which doesn’t sound right given that OP doesn’t remember damaging it, and the watch being days old.

I’ve researched this a lot online, and they say that Apple even can consider a single crack to be warranty case if there’s no obvious point of impact i.e. they cannot disprove your claim that it happened on its own - I.e. covered by warranty 100%, no AppleCare+ needed

 

[unclemax]

Your watch doesn't look cracked it looks like a defect on the oled panel under the screen. The OP has cracked the outer display, two totally different situations. Yours is a manufacturing defect the OP's is accidental damage and will be covered by his AppleCare+ as it should be considering he paid for that convenience..

It doesn’t look cracked because the crack is inside the glass, not on the surface. But manufacturing defect doesn’t have to manifest the same way every time. If OP doesn’t remember hitting it, why does he have to assume he did?

I own several watches, some of them for many years, none of their crystals is as much as scratched. I would be incensed if some Apple guy told me it was accidental damage caused in three days.

 

[BugeyeSTI]

It doesn’t look cracked because the crack is inside the glass, not on the surface. But manufacturing defect doesn’t have to manifest the same way every time. If OP doesn’t remember hitting it, why does he have to assume he did?

I own several watches, some of them for many years, none of their crystals is as much as scratched. I would be incensed if some Apple guy told me it was accidental damage caused in three days.

It seems the OP said he could of caused the damage, he said he knows it wasn't damaged when he received the watch but isn't sure when it happened. He also said it looks like impact damage in post #9.. It's pretty easy to tell if the watch has impact damage. If the OP wants to post pictures of the damage it would be more clear. A single crack with no spidering is considered a defect, a crack with spidering is caused by impact. Either way Apple is the one that will determine the type of replacement the OP will get. It will either be free or he'll have to pay a deductible for a new device.. Really not sure why you're getting worked up about it, your watch is covered the OP will be taken care of too.

 

[unclemax]

It seems the OP said he could of caused the damage, he said he knows it wasn't damaged when he received the watch but isn't sure when it happened. He also said it looks like impact damage in post #9.. It's pretty easy to tell if the watch has impact damage. If the OP wants to post pictures of the damage it would be more clear. A single crack with no spidering is considered a defect, a crack with spidering is caused by impact. Either way Apple is the one that will determine the type of replacement the OP will get. It will either be free or he'll have to pay a deductible for a new device.. Really not sure why you're getting worked up about it, your watch is covered the OP will be taken care of too.

Sorry, didn't want to be rude. I guess I am still worked up about my case and it's showing, just pissed at the whole experience - wasted time on preordering, setting it up, changing my cellular plan, then had to return it, couldn't even speak to Apple Representative so only hope they are going to reimburse me with no hassle (this is China, mind that, not USA, so your experience with customer service doesn't carry over). Then, waiting times are 4-5 weeks when I decide to reorder...

Yes, I hope OP's case is going to be resolved soon, but frankly I doubt that the replacement can be found too soon given current shortages.

 

[BugeyeSTI]

Sorry, didn't want to be rude. I guess I am still worked up about my case and it's showing, just pissed at the whole experience - wasted time on preordering, setting it up, changing my cellular plan, then had to return it, couldn't even speak to Apple Representative so only hope they are going to reimburse me with no hassle (this is China, mind that, not USA, so your experience with customer service doesn't carry over). Then, waiting times are 4-5 weeks when I decide to reorder...

Yes, I hope OP's case is going to be resolved soon, but frankly I doubt that the replacement can be found too soon given current shortages.

Not a problem. Dealing with issues is no fun especially when supplies are so limited. It's good to hear you'll be getting a new watch even if you have to wait a month to get it! Are they letting you keep your damaged watch until they send the new one so you don't have to go without a watch? I'm contemplating a new 13 ProMax but I want to go in-store for the purchase and the phones are always unavailable or wrong storage capacity/color. I guess I'll wait till around Thanksgiving or possibly Christmas and hopefully supply surpasses demand..

 

[unclemax]

Not a problem. Dealing with issues is no fun especially when supplies are so limited. It's good to hear you'll be getting a new watch even if you have to wait a month to get it! Are they letting you keep your damaged watch until they send the new one so you don't have to go without a watch? I'm contemplating a new 13 ProMax but I want to go in-store for the purchase and the phones are always unavailable or wrong storage capacity/color. I guess I'll wait till around Thanksgiving or possibly Christmas and hopefully supply surpasses demand..

Definitely will, I loved it too much! Besides, I had the cellular model and was very impressed, felt like a James Bond gadget - a smartphone on my wrist! No, I sent the original back and still need to hear about the refund from them, will see what they say. If they just process it as a refund without contacting me - so be it.

Yes, it must be frustrating, I hope they start getting more stock soon, especially for something that was released a month ago! Nothing beats in-store shopping experience at Apple!

 

[TQT]

Just let you know, that you are not alone. my watch has fine lines in the bottom right corner out of nowhere. It‘s my fourth SS. I owned series 0,4,6 and now 7. This is the first time that I have problems with the sapphire crystal. Even my worn out watches have no single scratch after years of use. i returned my series 7 today. Not going to argue with apple whose fault it is. When it‘s obviously a quality issue.