AW series 4 - stuck at boot apple logo

lordofthegins

macrumors member
Original poster
Sep 17, 2018
45
47
Hawke's Bay, New Zealand
My new Apple Watch series 4 is stuck at the boot logo and won’t display anything other than the apple logo.

It’s still connected via Bluetooth to my phone; I can see the battery percentage and it shows as a device in the bluetooth settings.

Furthermore, my iOS 12 Apple Watch app on my new XS Max crashes on opening, meaning I can’t manage the watch at all.

Even though the watch is only 2 weeks old apple wont replace it. They are insisting it gets sent away for repair. What’s even more frustrating is that they won’t accept it as a return unless it’s unpaired from my iPhone. I literally can’t do that as the iOS watch app won’t load.

I’ve factory reset my iPhone but the app does the same thing. I’m picking that it’s crashing due to the watch being in a faulty state.

Does anyone know of ways I can get the watch app to load? Then I can unpair the watch and send it to apple for service.
 

Pagemakers

macrumors 68020
Mar 28, 2008
2,469
741
Manchester UK
Mine was like that out of the box on launch day. There is no stock available to replace so I got a refund and now I’m waiting to purchase again.

Despite what Apple tell you 100% I would not accept a repair of a 2 week old product. Must be f.king joking.

1 Go back. Talk to the manager. Complain.

Or

2 Call your credit card company and raise a dispute.

Or

3 If you are UK based send them a county court summons.

Apple can not operate outside the sale of good act (UK).
 

lordofthegins

macrumors member
Original poster
Sep 17, 2018
45
47
Hawke's Bay, New Zealand
Mine was like that out of the box on launch day. There is no stock available to replace so I got a refund and now I’m waiting to purchase again.

Despite what Apple tell you 100% I would not accept a repair of a 2 week old product. Must be f.king joking.

1 Go back. Talk to the manager. Complain.

Or

2 Call your credit card company and raise a dispute.

Or

3 If you are UK based send them a county court summons.

Apple can not operate outside the sale of good act (UK).
Do you think it would make a difference that it was fully operational for two weeks before it became faulty? I pushed for an express replacement but they weren’t interested because I didn’t have AppleCare plus.
 

Pagemakers

macrumors 68020
Mar 28, 2008
2,469
741
Manchester UK
Nope. If it was 3 months old I would not accept a repair.

The problem is depending on your watch (mine was SS 44 black) they have zero stock anywhere. That’s why I opted for a refund and will try to find one over the coming days/weeks.

It’s astonishing that they have no replacement stock for anybody who purchased a faulty item.

The options they gave me was. Repair. Refund and re-order and get o the back of the queue with everybody else for delivery late October.

Talk about looking after your customers.
 

Bazooka-joe

macrumors 68040
Mar 12, 2012
3,145
1,426
Swindon, England
Sorry to hear that. It seems that as its outside the 2 week return window, Apple are not operating. I returned my watch after 4 days because of a gap between the glass and case and Apple agreed to swop out immediately
 

Pagemakers

macrumors 68020
Mar 28, 2008
2,469
741
Manchester UK
I’m not sure where the OP is from but here is the UK the 2 week return window is irrelevant.

If his product has broken in the time period it has he can return the goods for a full refund or replacement.

Apple’s policies are not above the law.

Who in their right mind would agree to having a 2 week old product sent for repair.
[doublepost=1538302573][/doublepost]UK law states...


Use your 30-day right to reject

Under the Consumer Rights Act, you have an early right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

But this right is limited to 30 days from the date you bought the product.

However, this right to a refund doesn’t apply to digital content.

Under the Sale of Goods Act (which applies to goods bought before 1 October 2015), the time limit was a far less clear-cut three to four weeks.

3 Use the Consumer Rights Act
If you're outside the 30-day right to reject, the retailer has an opportunity to repair or replace any faulty goods or digital content before offering a full refund.

If you discover the fault within the first six months from delivery, it's presumed to have been there from the time you received it - unless the retailer can prove otherwise.

During this time, it's up to the retailer to prove that the fault wasn't there at the time of delivery - it's not up to you to prove that it was.

If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund, or a price reduction if you wish to keep the product.

The retailer can't make any deductions from a refund in the first six months following an unsuccessful attempt at repair or replacement.

This is not the case with goods bought under the Sale of Goods Act.

Under the Sale of Goods Act, the retailer must either repair or replace faulty goods 'within a reasonable time but without causing significant inconvenience'. And the retailer can deduct money from a refund for fair use.
[doublepost=1538302658][/doublepost]I returned a car (yes a new Mercedes Smart) 3 weeks after delivery due to a fault and received a full refund.
 

lordofthegins

macrumors member
Original poster
Sep 17, 2018
45
47
Hawke's Bay, New Zealand
I’m not sure where the OP is from but here is the UK the 2 week return window is irrelevant.

If his product has broken in the time period it has he can return the goods for a full refund or replacement.

Apple’s policies are not above the law.

Who in their right mind would agree to having a 2 week old product sent for repair.
[doublepost=1538302573][/doublepost]UK law states...


Use your 30-day right to reject

Under the Consumer Rights Act, you have an early right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

But this right is limited to 30 days from the date you bought the product.

However, this right to a refund doesn’t apply to digital content.

Under the Sale of Goods Act (which applies to goods bought before 1 October 2015), the time limit was a far less clear-cut three to four weeks.

3 Use the Consumer Rights Act
If you're outside the 30-day right to reject, the retailer has an opportunity to repair or replace any faulty goods or digital content before offering a full refund.

If you discover the fault within the first six months from delivery, it's presumed to have been there from the time you received it - unless the retailer can prove otherwise.

During this time, it's up to the retailer to prove that the fault wasn't there at the time of delivery - it's not up to you to prove that it was.

If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund, or a price reduction if you wish to keep the product.

The retailer can't make any deductions from a refund in the first six months following an unsuccessful attempt at repair or replacement.

This is not the case with goods bought under the Sale of Goods Act.

Under the Sale of Goods Act, the retailer must either repair or replace faulty goods 'within a reasonable time but without causing significant inconvenience'. And the retailer can deduct money from a refund for fair use.
[doublepost=1538302658][/doublepost]I returned a car (yes a new Mercedes Smart) 3 weeks after delivery due to a fault and received a full refund.
New Zealand :)

Our consumer garentees act is tried and tested, but Apple just don’t have a local presence here. Not saying they are exempt, more that we deal with Australian support. Even though I live in a larger city, my closest repair centre is 100+ KMs away.

I wish we had apple stores!
 

nippyjun

macrumors 65816
Jul 26, 2007
1,451
125
If you reboot the Watch (holding both buttons until it restarts) does it just go back to the Apple logo and not further?

And does the Watch show up in the Watch app on the phone?
 

lordofthegins

macrumors member
Original poster
Sep 17, 2018
45
47
Hawke's Bay, New Zealand
If you reboot the Watch (holding both buttons until it restarts) does it just go back to the Apple logo and not further?

And does the Watch show up in the Watch app on the phone?
Yep force restarting turns it off then it gets stuck in booting.

The watch app closes upon opening so I can’t manage the watch in it. It’s still paired to my phone though. A restore of ios12 didn’t fix this.
 
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