Best Buy Repair Experience

Ludatyk

macrumors 68000
Original poster
May 27, 2012
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Texas
Last weekend, my sister had issues (not coming on) with her Series 4 LTE model Apple Watch and I told her it's best to go through Apple to get it resolved. So, we went through the Apple Support app.. chatted it up with a rep and they advised us to set up an appointment.

So, we put our zip code in and realized that Best Buy showed up as an option for repair. Which, to my surprise being a MacRumors reader.. I read the news that Best Buy became a certified partner in Apple Repair services, but never thought to think to go there.

So, we scheduled an appointment. We arrived... told them our situation, clearly the rep seen that the Apple Watch was not coming on by pressing the side button. So, they wanted to do run a diagnostic test with the iPhone. But my sisters' iPhone was on beta iOS 13, the rep told us that they are unable to run the test due to the beta. Apparently, the only way to send in the Apple Watch for repair is to find out if the iPhone is the culprit of the Apple Watch not coming on.

He advised us, if we can downgrade the iPhone to iOS 12... he can run the test and he can send off the Apple Watch for repair. But, I knew it was complete BS. We went up to Apple last Monday... they clearly seen the issue and set up a repair order. And today, my sister received her replacement... all is good. Just wanted to share my experience with Best Buy Repair Services for the Apple Watch. I would recommend not going to Best Buy for the Apple Watch, since it's fairly new.
 

Relentless Power

macrumors Nehalem
Jul 12, 2016
30,379
30,647
Last weekend, my sister had issues (not coming on) with her Series 4 LTE model Apple Watch and I told her it's best to go through Apple to get it resolved. So, we went through the Apple Support app.. chatted it up with a rep and they advised us to set up an appointment.

So, we put our zip code in and realized that Best Buy showed up as an option for repair. Which, to my surprise being a MacRumors reader.. I read the news that Best Buy became a certified partner in Apple Repair services, but never thought to think to go there.

So, we scheduled an appointment. We arrived... told them our situation, clearly the rep seen that the Apple Watch was not coming on by pressing the side button. So, they wanted to do run a diagnostic test with the iPhone. But my sisters' iPhone was on beta iOS 13, the rep told us that they are unable to run the test due to the beta. Apparently, the only way to send in the Apple Watch for repair is to find out if the iPhone is the culprit of the Apple Watch not coming on.

He advised us, if we can downgrade the iPhone to iOS 12... he can run the test and he can send off the Apple Watch for repair. But, I knew it was complete BS. We went up to Apple last Monday... they clearly seen the issue and set up a repair order. And today, my sister received her replacement... all is good. Just wanted to share my experience with Best Buy Repair Services for the Apple Watch. I would recommend not going to Best Buy for the Apple Watch, since it's fairly new.
To be honest, I can completely understand Best Buy realizing that it could’ve been a potential problem with the watch that your sister was using iOS beta 13, maybe they have specific protocols they have to follow, because in order to conduct the test, they would need an [active/current] version of iOS that they can physically test with the watch to in sure it’s not a software versus hardware issue. I don’t believe Best Buys decision was uncalled for.
 
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ericwn

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Apr 24, 2016
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I guess repair shops need to follow the processes they receive from the manufacturer in order to work within the guidelines of the certification program.
If that requires troubleshooting with the phone, a beta software is an unprofessional way to start.
Good thing that Apple was able to provide help to your sister still.
 

Ludatyk

macrumors 68000
Original poster
May 27, 2012
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Texas
maybe they have specific protocols they have to follow
I understand that, I truly do. But if the Apple Watch is not functioning when pressing the side button, clearly it’s a hardware issue and not related to communication with the iPhone.

There was no testing when I went to the Apple Store. The rep picked up the Apple Watch, noticed it wasn’t functioning, checked serial number for warranty purposes... and set up a repair order.

Best Buy have protocols in place... they are required to run diagnostic under Apple Guidelines. But, Apple itself is not bound by running diagnostics... they simple ordered a replacement.

I guess repair shops need to follow the processes they receive from the manufacturer in order to work within the guidelines of the certification program.
If that requires troubleshooting with the phone, a beta software is an unprofessional way to start.
Good thing that Apple was able to provide help to your sister still.
Yes, that’s what I was thinking. Under Apple Guidelines, that’s what Best Buy must do. Personally, I wouldn’t take my Apple Watch to Best Buy for repair. I just thought it was unnecessary to do a diagnostic on the iPhone when clearly the Apple Watch wasn’t functioning.

Yesterday, I went to replace my mother iPhone screen at Best Buy. Same day appointment, that’s the perks for choosing Best Buy over Apple. But the process was straight forward. Of course, they ran diagnostic... which I understand given Apple Guidelines.

But as I’ve said, I wouldn’t recommend bringing an Apple Watch for repair at Best Buy. I didn’t like that experience.
 

Relentless Power

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Jul 12, 2016
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I understand that, I truly do. But if the Apple Watch is not functioning when pressing the side button, clearly it’s a hardware issue and not related to communication with the iPhone.
That’s actually not true, because betas can ‘Brick’ the Apple Watch where it will not power on, which has happened to hundreds of forum members with their iPhones/ Apple Watch/iPads. If I were a Best Buy representative and having to follow specific guidelines, I would be leery that the iOS version beta did not brick the Apple Watch, even though that may not have been a contributing factor here. I also suspect that’s likely what the rep’ was thinking when you brought the watch in, especially being that they couldn’t verify the current version of iOS.

Obviously Apple and Best Buy are different on how they handle things, but again, I don’t think what Best Buy did was uncalled for denying the service. If your sister is running a current version of iOS 12, this wouldn’t even thread would even be created in all likeliness.
 
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Ludatyk

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Original poster
May 27, 2012
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That’s actually not true, because betas can ‘Brick’ the Apple Watch where it will not power on, which has happened to hundreds of forum members with their iPhones/ Apple Watch/iPads.
I’ve seen plenty of threads where betas brick the Apple Watch when running the beta on the Apple Watch itself. But I’ve never seen iOS 13 beta (or any other beta) on the iPhone brick the Apple Watch.

But for full context... she was using her Apple Watch S4 in the pool, water lock on. Her iPhone was in the room... she been swimming for I’ll estimate 10-15 mins. Suddenly her watch got unusual hot.. and then it turned off. That’s what caused the issue. Nothing to do with iOS 13 beta.
 

Relentless Power

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Jul 12, 2016
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But for full context... she was using her Apple Watch S4 in the pool, water lock on. Her iPhone was in the room... she been swimming for I’ll estimate 10-15 mins. Suddenly her watch got unusual hot.. and then it turned off. That’s what caused the issue. Nothing to do with iOS 13 beta.
This would have been way more useful information if you would have shared this in the beginning your thread. What likely happened, was it was water intrusion that shorted out the watch out. Apple would have replaced the watch anyways if water did penetrate the internals.
 

Ludatyk

macrumors 68000
Original poster
May 27, 2012
1,647
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Texas
This would have been way more useful information if you would have shared this in the beginning your thread. What likely happened, was it was water intrusion that shorted out the watch out. Apple would have replaced the watch anyways if water did penetrate the internals.
We told the Best Buy representative this... that’s the point lol. They wanted to run diagnostic on the iPhone anyways... due to their Apple Guidelines.

Best Buy realized they couldn’t complete the diagnostics, therefore they couldn’t set up a repair for the Apple Watch.
 

Relentless Power

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Jul 12, 2016
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We told the Best Buy representative this... that’s the point lol. They wanted to run diagnostic on the iPhone anyways... due to their Apple Guidelines.
.
Really, I get it, but the point is, I think Best Buy doesn’t trust the fact that the iPhone was running a beta, which they might have believed was part of the problem. And the fact, I’m sure the Best Buy representative was likely under train/inexperienced compared to Apple.
 

Ludatyk

macrumors 68000
Original poster
May 27, 2012
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Texas
Really, I get it, but the point is, I think Best Buy doesn’t trust the fact that the iPhone was running a beta, which they might have believed was part of the problem. And the fact, I’m sure the Best Buy representative was likely under train/inexperienced compared to Apple.
IMO, I think he was trained properly. I know I’m beating a dead horse with this... but that’s following Apple Guidelines. I’m sure he’s only doing what he was trained to do. Regardless if the issue wasn’t the result of the iPhone.. he’s going to run diagnostic on the iPhone.

I could of had a broken screen on the Apple Watch and wanted it repaired with everything functioning correctly, but he’s going to run diagnostic on the iPhone before he starts with the repair. Perhaps, years down the line.. some exception will be made. But Best Buy being fairly new to the certified Apple Repair Program... it’s going to take awhile to figure out the exceptions.