Bad applecare experience, and no luck escalating so far

Discussion in 'Apple Watch' started by tisbister, Oct 3, 2018.

  1. tisbister, Oct 3, 2018
    Last edited: Oct 4, 2018

    tisbister macrumors newbie

    Joined:
    Oct 3, 2018
    #1
    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.
     
  2. DCHook macrumors newbie

    DCHook

    Joined:
    Sep 21, 2012
    #2
    I went from an S0 to an S3 and now to an S4 so I can't speak directly to your issue regarding the S2 but I sympathize. Sounds like a frustrating experience.

    Honestly, though, it doesn't sound like a bad AppleCare experience. Each of your interactions sounds quite positive. It just sounds like you're frustrated with the S2.

    Having had quite a few interactions with AppleCare over the years (most quite positive), I wouldn't expect them to upgrade you to an S3 at this point. If I were you, I would take the replacement S2 and use that as trade-in replacement for an S3 or S4 and move on.

    Dave
     
  3. za9ra22 macrumors 6502a

    Joined:
    Sep 25, 2003
    #3
    While it doesn't mitigate your experience in any way, I have had an S2 for a couple of years and not experienced any issue with it at all. The only reason this is relevant to the experience you describe is that it would tend to suggest that reliability of the S2 product is not universally bad.

    That isn't to say your experience individually has not been positive, but it may explain why Tim Cook might not see that experience as significant enough to respond to you directly, or for whichever powers that be in Apple to respond to your request for an upgrade to a Series 3 as you hoped.

    In your place I'd be as frustrated, without doubt, and while I don't think you are being unreasonable as such, I don't think your experience is likely to be common enough for a corporate to act in response as you wish.
     
  4. ZipZap macrumors 603

    Joined:
    Dec 14, 2007
    #4
    They are not going to care about series 2 experience when they are on series 4, however, I do think some compensation may be in order...but not a series 3 or 4 outright.
     
  5. Deguello macrumors 6502a

    Deguello

    Joined:
    Jun 29, 2008
    Location:
    Texas
    #5
    A series 3 seems unreasonable, but I understand your frustrations.
     
  6. edhchoe macrumors 6502a

    edhchoe

    Joined:
    Oct 28, 2011
    #6
    Apple must give you a full face value discount of AW2 on a new AW3 or AW4.
    If you paid $200 for AW2, they should sell you a AW3 for $79 or AW4 for $199.
    That's only fair.
     
  7. mavis macrumors 68040

    mavis

    Joined:
    Jul 30, 2007
    Location:
    Tokyo, Japan
    #7
    Right, but don't forget to deduct an amount that accounts for the two years he's had and used the watch - perhaps a prorated amount?
     
  8. edhchoe macrumors 6502a

    edhchoe

    Joined:
    Oct 28, 2011
    #8
    Apple owes him for emotional distress. I call it even.
     
  9. mavis macrumors 68040

    mavis

    Joined:
    Jul 30, 2007
    Location:
    Tokyo, Japan
    #9
    Oh, right. I forgot the matter of entitlement! I suppose, if you're careful/creative with your calculations, Apple could end up owing him a fairly significant sum, here ... certainly more than an AW is worth.
     
  10. edhchoe macrumors 6502a

    edhchoe

    Joined:
    Oct 28, 2011
    #10
    he is entitled thanks to Paid Apple Care warranty.
    Apple failed to deliver customer satisfaction. instead, they delivered dissatisfaction at his cost.
    He did not only pay for the watch like I did. But he paid extra? He is entitled.
     
  11. mavis macrumors 68040

    mavis

    Joined:
    Jul 30, 2007
    Location:
    Tokyo, Japan
    #11
    Totally! I'll bet there's even an "Emotional Distress" section in the AppleCare T&C - and if there's not, there clearly needs to be!
     
  12. kildraik macrumors 6502a

    kildraik

    Joined:
    May 7, 2006
    #12
    So, what variables are missing here? What about your lifestyle? What are you doing to your electronics that are causing them to fail? Oils, disastrous amounts of corrosive sweat*, lotions, soaping in the shower*, letting grime cake its components?

    *If it does get wet, do you clean it out and release the water as instructed?

    I find it very odd that you are on your fourth S2 with no awareness as to what may be causing your devices to reliably fail.

    It sounds like your AppleCare experiences were amazing. What is the point of your title?
    --- Post Merged, Oct 3, 2018 ---
    LOL. I almost spit my water everywhere. Especially after reading your proceeding comments.
     
  13. Deguello macrumors 6502a

    Deguello

    Joined:
    Jun 29, 2008
    Location:
    Texas
    #13
    Is that part of Apple Care?
    --- Post Merged, Oct 4, 2018 ---
    I'm going to guess that the Apple Care does not provide formthr remedy you suggest.
     
  14. Newtons Apple macrumors Core

    Newtons Apple

    Joined:
    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #14
    Apple does not “owe” him anything. Anything they do is out of kindness.

    Your attitude will fall flat in an Apple Store.
     
  15. tromboneaholic Suspended

    tromboneaholic

    Joined:
    Jun 9, 2004
    Location:
    Clearwater, FL
    #15
    What about the emotional distress of the poor rep who has to read that long-winded email to Tim?

    I can't imagine how tired they must be of every email starting out with a list of how many Apple products they own, how many people they have converted to Apple products, and how much Apple stock they own.
     
  16. KarimLeVallois macrumors 68000

    KarimLeVallois

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    Feb 22, 2014
    Location:
    London
    #16
    Yeah, to be honest, that bit could have been left out.
     
  17. mavis macrumors 68040

    mavis

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    Jul 30, 2007
    Location:
    Tokyo, Japan
    #17
    Yeah, but how else are they going to know who's worthy of getting free stuff? And who gets the rules broken to make them feel better, etc?
     
  18. tromboneaholic Suspended

    tromboneaholic

    Joined:
    Jun 9, 2004
    Location:
    Clearwater, FL
    #18
    In that case, if they wanted a response, OP should have written "HomePod" instead of "Homepod" and "MacBook" instead of "Macbook" since MacOS and iOS automagically correct the capitalization.
     
  19. edhchoe macrumors 6502a

    edhchoe

    Joined:
    Oct 28, 2011
    #19
    Haha
    He should not have paid for apple care
    --- Post Merged, Oct 4, 2018 ---
    Apple dont care. The name apple care is mis representation
     
  20. tromboneaholic Suspended

    tromboneaholic

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    Jun 9, 2004
    Location:
    Clearwater, FL
    #20
    AppleCare is free, or at least included with the purchase price.

    I didn't see OP mention AppleCare+
     
  21. Deguello macrumors 6502a

    Deguello

    Joined:
    Jun 29, 2008
    Location:
    Texas
    #21
    They've met their responsibility, as far as I can tell.

    Can you cite the portion of the Apple Care agreement that has been violated here?
     
  22. edhchoe macrumors 6502a

    edhchoe

    Joined:
    Oct 28, 2011
    #22
    What does apple care do? They are supposed to be extended warranty. During the warranty period apple should keep trying to resolve product issues. But his watch is not in good working order or is it? Is the warranty over? If the warranty ended when the watch was working well, I misunderstood the OP. I apologize.
    --- Post Merged, Oct 4, 2018 ---
    I see he mentioned + in the second paragraph.
    It was mentioned in the second paragraph.
     
  23. tromboneaholic Suspended

    tromboneaholic

    Joined:
    Jun 9, 2004
    Location:
    Clearwater, FL
    #23
    Well he needs to write Tim Cook again. This. Changes. Everything.
     

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22 October 3, 2018