Bad applecare experience, and no luck escalating so far

tisbister

macrumors newbie
Original poster
Oct 3, 2018
1
0
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.
 
Last edited:

DCHook

macrumors newbie
Sep 21, 2012
14
8
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
 

za9ra22

macrumors 6502a
Sep 25, 2003
522
83
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.
 

ZipZap

macrumors 603
Dec 14, 2007
5,489
906
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.
 

edhchoe

macrumors 6502a
Oct 28, 2011
778
259
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.
 

edhchoe

macrumors 6502a
Oct 28, 2011
778
259
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?
Apple owes him for emotional distress. I call it even.
 

edhchoe

macrumors 6502a
Oct 28, 2011
778
259
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.
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.
 

mavis

macrumors 601
Jul 30, 2007
4,229
590
Tokyo, Japan
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.
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!
 

kildraik

macrumors 6502a
May 7, 2006
836
978
Details below, I've sent an email to tcook@apple.com over 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?


Whom it May Concern (hopefully Tim, but I appreciate your inbox is likely rather full):

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.

Let me know what further details may be required to move this issue forward.
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?
[doublepost=1538626696][/doublepost]
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.
LOL. I almost spit my water everywhere. Especially after reading your proceeding comments.
 

Deguello

macrumors 6502a
Jun 29, 2008
912
482
Texas
Apple owes him for emotional distress. I call it even.
Is that part of Apple Care?
[doublepost=1538642202][/doublepost]
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.
I'm going to guess that the Apple Care does not provide formthr remedy you suggest.
 
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Reactions: edhchoe

tromboneaholic

Suspended
Jun 9, 2004
3,706
3,024
Clearwater, FL
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!
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.
 

KarimLeVallois

macrumors 68020
Feb 22, 2014
2,192
1,353
London
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.
Yeah, to be honest, that bit could have been left out.
 

mavis

macrumors 601
Jul 30, 2007
4,229
590
Tokyo, Japan
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.
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?
 

tromboneaholic

Suspended
Jun 9, 2004
3,706
3,024
Clearwater, FL
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?
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.
 

edhchoe

macrumors 6502a
Oct 28, 2011
778
259
Apple does not “owe” him anything. Anything they do is out of kindness.

Your attitude will fall flat in an Apple Store.
Haha
He should not have paid for apple care
[doublepost=1538666223][/doublepost]
Is that part of Apple Care?
[doublepost=1538642202][/doublepost]I'm going to guess that the Apple Care does not provide formthr remedy you suggest.
Apple dont care. The name apple care is mis representation
 

Deguello

macrumors 6502a
Jun 29, 2008
912
482
Texas
Haha
He should not have paid for apple care
[doublepost=1538666223][/doublepost]
Apple dont care. The name apple care is mis representation
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?
 

edhchoe

macrumors 6502a
Oct 28, 2011
778
259
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?
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.
[doublepost=1538668565][/doublepost]
AppleCare is free, or at least included with the purchase price.

I didn't see OP mention AppleCare+
I see he mentioned + in the second paragraph.
AppleCare is free, or at least included with the purchase price.

I didn't see OP mention AppleCare+
It was mentioned in the second paragraph.
 

tromboneaholic

Suspended
Jun 9, 2004
3,706
3,024
Clearwater, FL
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.
[doublepost=1538668565][/doublepost]
I see he mentioned + in the second paragraph.

It was mentioned in the second paragraph.
Well he needs to write Tim Cook again. This. Changes. Everything.
 
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