I've sent an email to tcook@apple.com ~2 weeks ago, with no response unfortunately. Has anyone had an experience like mine with the apple watch series 2? Am I being unreasonable able this point? Just trying to get a feel for what others may think...
For clarity, all of this has been covered under AppleCare+ coverage to date.
I’ve been an Apple customer and advocate for many years, first adopting the ecosystem with the original iPod nano when it was released, with a gradual increase over time in the number of Apple products that I own. I’m now ingratiated across the ecosystem with an iPhone, a Macbook Air, a Homepod, an iPad, and regrettably, an Apple Watch.
While I feel the core service offering of the Apple Watch is well thought out and desirable, my experience with the product over the last ~18 months has left much to be desired from an execution perspective.
I’ve unfortunately had to visit the Apple Store a number of times due to unexplained issues that have marred my experience with the Apple Watch, and ultimately shaken my confidence in the Series 2:
1. Approximately 9 months following my purchase of the Series 2, my touchscreen and digital crown stopped responding as they are intended, not accepting input, and effectively rendering my watch useless. As expected, Apple was very quickly on the case and within a week a replacement watch was provided
2. Approximately 12 months following the first failure, my Apple Watch, one morning, inexplicably would not power on, despite having been recently charged. Naturally the Apple Store Genius deemed the watch dead, and again very quickly had another watch dispatched to me. At this point I started to question the quality of the product, given at no point in my historical interactions with Apple have I had an experience where a product died multiple times; the Genius servicing this visit indicated that she hadn’t seen one model over another, with any one issue prevailing as a clear stand out problem though, so I moved on.
3. Shortly after the delivery of my 3rd Apple Watch, it also succumbed to touch screen failure, not reliably accepting touchscreen input. I promptly made an appointment with AppleCare online (since they were the ones that ultimately sent the replacement the second time around), and I was naturally advised on the same option to replace the watch. Understandably, with my most recent replacement not even lasting a month, I requested that I not receive another Series 2 watch, but rather be upgraded to a Series 3; all in consideration of the fact that my warranty is expiring in Jan 2019, and the experience with various Series 2 watches to date. The AppleCare representative was exceptional, indicating that while he couldn’t carry out the request, he would arrange a call back during a visit at the Apple Store, where he would explain the situation and plead the case. Ultimately, the manager of the Apple Store was not able to deliver on this request, and deferred the decision to the “watch depot”; however, the manager was willing to indicate that a series 3 upgrade was requested and that she was “supportive” of that as a method to solve the issue. Regrettably, I did not receive an upgrade.
I’m now faced with the decision of whether or not I continue to use what clearly appears to be an unreliable (at best) product, or just sell the replacement and move away from the smart watch construct all together. Given my faith in the Apple brand and the enjoyment that I had from using the product (when it’s working), I thought I would appeal to Apple one last time to (hopefully) receive an Apple Watch that delivers on the reliability front (ie. something other than the Series 2 watches that have failed 3 times to date). I would be happy to discuss my experience with the Series 2 to date, and my reticence to use another one at this point.
Appreciate your thoughts everyone.
For clarity, all of this has been covered under AppleCare+ coverage to date.
I’ve been an Apple customer and advocate for many years, first adopting the ecosystem with the original iPod nano when it was released, with a gradual increase over time in the number of Apple products that I own. I’m now ingratiated across the ecosystem with an iPhone, a Macbook Air, a Homepod, an iPad, and regrettably, an Apple Watch.
While I feel the core service offering of the Apple Watch is well thought out and desirable, my experience with the product over the last ~18 months has left much to be desired from an execution perspective.
I’ve unfortunately had to visit the Apple Store a number of times due to unexplained issues that have marred my experience with the Apple Watch, and ultimately shaken my confidence in the Series 2:
1. Approximately 9 months following my purchase of the Series 2, my touchscreen and digital crown stopped responding as they are intended, not accepting input, and effectively rendering my watch useless. As expected, Apple was very quickly on the case and within a week a replacement watch was provided
2. Approximately 12 months following the first failure, my Apple Watch, one morning, inexplicably would not power on, despite having been recently charged. Naturally the Apple Store Genius deemed the watch dead, and again very quickly had another watch dispatched to me. At this point I started to question the quality of the product, given at no point in my historical interactions with Apple have I had an experience where a product died multiple times; the Genius servicing this visit indicated that she hadn’t seen one model over another, with any one issue prevailing as a clear stand out problem though, so I moved on.
3. Shortly after the delivery of my 3rd Apple Watch, it also succumbed to touch screen failure, not reliably accepting touchscreen input. I promptly made an appointment with AppleCare online (since they were the ones that ultimately sent the replacement the second time around), and I was naturally advised on the same option to replace the watch. Understandably, with my most recent replacement not even lasting a month, I requested that I not receive another Series 2 watch, but rather be upgraded to a Series 3; all in consideration of the fact that my warranty is expiring in Jan 2019, and the experience with various Series 2 watches to date. The AppleCare representative was exceptional, indicating that while he couldn’t carry out the request, he would arrange a call back during a visit at the Apple Store, where he would explain the situation and plead the case. Ultimately, the manager of the Apple Store was not able to deliver on this request, and deferred the decision to the “watch depot”; however, the manager was willing to indicate that a series 3 upgrade was requested and that she was “supportive” of that as a method to solve the issue. Regrettably, I did not receive an upgrade.
I’m now faced with the decision of whether or not I continue to use what clearly appears to be an unreliable (at best) product, or just sell the replacement and move away from the smart watch construct all together. Given my faith in the Apple brand and the enjoyment that I had from using the product (when it’s working), I thought I would appeal to Apple one last time to (hopefully) receive an Apple Watch that delivers on the reliability front (ie. something other than the Series 2 watches that have failed 3 times to date). I would be happy to discuss my experience with the Series 2 to date, and my reticence to use another one at this point.
Appreciate your thoughts everyone.
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