Better hope your Apple Watch doesn’t need repairs

[Ipadfever]

My Apple Watch SE 2 screen has stopped displaying so I made a genius appointment and drove 30 mins to the Apple Store only to be told they had to send it out for repairs.
Fast forward 4 days later and the repair shop said they couldn’t duplicate the issue so they sent it back even though a genius had tried everything to get it working!

I got the watch back only to have it do it again within 10 minutes of pairing my watch to my phone. I called apple support to tell them and they said they will send out a box to return it back to the repair shop(box should arrive in 2-3 days) it’s been one week today and still no box as I am not driving 30 mins again to the Apple Store.
Apple service has really gone downhill, I get better service from third parties from Amazon in China!!

I am extremely disappointed in apple and the lack of not being able to speed up this process. It’s been 2 weeks with no watch!

 

[kitKAC]

Express replacement wasn't available to you?

 

[Ipadfever]

Express replacement wasn't available to you?

They made no mention of express replacement and I have asked them to speed up the process. I honestly feel like I am dealing with a backyard sellers shop.

 

[kitKAC]

Well, if you've taken your Watch to the store then Express Replacement is kinda pointless. When I had an issue with the screen on my Series 6 a few years ago, I used Express Replacement to have a replacement Watch delivered to me and when I was happy with it, I sent the old one back to Apple.

Apple put a hold on your credit card just in case you don't return the broken Watch, but that's the best way to get any issues sorted.

 

[Ipadfever]

Well, if you've taken your Watch to the store then Express Replacement is kinda pointless. When I had an issue with the screen on my Series 6 a few years ago, I used Express Replacement to have a replacement Watch delivered to me and when I was happy with it, I sent the old one back to Apple.

Apple put a hold on your credit card just in case you don't return the broken Watch, but that's the best way to get any issues sorted.

They only do express replacements if you have apple care in which I do not but this has all been botched from the get go and they haven’t made it right.

 

[Ipadfever]

Well, if you've taken your Watch to the store then Express Replacement is kinda pointless. When I had an issue with the screen on my Series 6 a few years ago, I used Express Replacement to have a replacement Watch delivered to me and when I was happy with it, I sent the old one back to Apple.

Apple put a hold on your credit card just in case you don't return the broken Watch, but that's the best way to get any issues sorted.

Did you have apple care?

 

[kitKAC]

I do.

 

[laptech]

Apple Care = seen as a valued customer because you paid extra to have protection for your device and thus in most cases treated with urgency (the fact your paying for this extra protection goes in the persons favor)

No Apple care = Non urgent, they will get around to you when they can.

 

[The Cockney Rebel]

I'd complain.

I've complained about a few things, over the years, and they usually offer you a gift card or something.

Hope you get it sorted soon.

 

[Ipadfever]

Apple Care = seen as a valued customer because you paid extra to have protection for your device and thus in most cases treated with urgency (the fact your paying for this extra protection goes in the persons favor)

No Apple care = Non urgent, they will get around to you when they can.

Yes money talks always!

I'd complain.

I've complained about a few things, over the years, and they usually offer you a gift card or something.

Hope you get it sorted soon.

I have complained and they will try and make it better once my watch gets repaired or replaced and thanks for the info as I had some compensation in the past as well

 

[Ipadfever]

So now I sent in my Apple Watch for the second time and they once again said they couldn’t duplicate the issue and they are sending back to me …. This is absurd!! I guess a genius word and my word witnessing the issue means absolutely nothing!! This is definitely not the apple I remember!! Pay a premium price only to get stiffed twice!

 

[GLS]

So now I sent in my Apple Watch for the second time and they once again said they couldn’t duplicate the issue and they are sending back to me …. This is absurd!! I guess a genius word and my word witnessing the issue means absolutely nothing!! This is definitely not the apple I remember!! Pay a premium price only to get stiffed twice!

You said you were 30 minutes from an Apple store.

How about taking the time to make an appointment there and show them in person what the issue is.

 

[Apple_Robert]

So now I sent in my Apple Watch for the second time and they once again said they couldn’t duplicate the issue and they are sending back to me …. This is absurd!! I guess a genius word and my word witnessing the issue means absolutely nothing!! This is definitely not the apple I remember!! Pay a premium price only to get stiffed twice!

Take a video showing the problem. Make sure the video is properly date stamped and show it is your watch by noting the serial.

 

[Ipadfever]

You said you were 30 minutes from an Apple store.

How about taking the time to make an appointment there and show them in person what the issue is.

I had already done that the first time , the genius said it would most likely need to be replaced.

 

[Ipadfever]

Take a video showing the problem. Make sure the video is properly date stamped and show it is your watch by noting the serial.

Yes thanks, I am going to need to do that because sending it in again is not resolving the issue!

 

[contacos]

I also noticed that Apple Support has become super picky in recent years and certainly isn’t what it used to be.

I have AppleCare+ on my Series 6 and they asked me all these stupid questions like „how often do you charge your watch?“ how long do you charge your watch?“ (like wtf?) do you use your watch in the water?

Back in the day you would just mention AppleCare+ and they’d be like „ok your replacement is already on its way“ (basically) without asking any silly questions.

In 2013 I went to the AppleStore because the trackpad of my Mac scratched the display coating and they replaced it for free, even though my warranty had already expired at that point after the genius talked to his supervisor. Good luck with that today!

 

[GLS]

I had already done that the first time , the genius said it would most likely need to be replaced.

Yes, I saw that. Then let the genius schedule the repair instead of sending you on your way to let you handle it. In fact, leave the watch with the genius and leave the store. No sense in taking it home, calling Apple, getting a box sent to your house and whatnot. If the watch, being sent in for repair by the genius, is returned to the store with the same issues (and you can see for yourself when you get to the store if the repair was made) then you can really bitch.

Otherwise, coming to Macrumors to complain really isn't going to get anything accomplished.

 

[Ipadfever]

Yes thanks, I am going to need to do that because sending it in is not resolving the issue!

I also noticed that Apple Support has become super picky in recent years and certainly isn’t what it used to be.

I have AppleCare+ on my Series 6 and they asked me all these stupid questions like „how often do you charge your watch?“ how long do you charge your watch?“ (like wtf?) do you use your watch in the water?

Back in the day you would just mention AppleCare+ and they’d be like „ok your replacement is already on its way“ (basically) without asking any silly questions.

In 2013 I went to the AppleStore because the trackpad of my Mac scratched the display coating and they replaced it for free, even though my warranty had already expired at that point after the genius talked to his supervisor. Good luck with that today!

Thanks and yes it’s really changed quite a bit and not what I expected from a multi billion company today.

I also noticed that Apple Support has become super picky in recent years and certainly isn’t what it used to be.

I have AppleCare+ on my Series 6 and they asked me all these stupid questions like „how often do you charge your watch?“ how long do you charge your watch?“ (like wtf?) do you use your watch in the water?

Back in the day you would just mention AppleCare+ and they’d be like „ok your replacement is already on its way“ (basically) without asking any silly questions.

In 2013 I went to the AppleStore because the trackpad of my Mac scratched the display coating and they replaced it for free, even though my warranty had already expired at that point after the genius talked to his supervisor. Good luck with that today!

 

[Ipadfever]

Yes, I saw that. Then let the genius schedule the repair instead of sending you on your way to let you handle it. In fact, leave the watch with the genius and leave the store. No sense in taking it home, calling Apple, getting a box sent to your house and whatnot. If the watch, being sent in for repair by the genius, is returned to the store with the same issues (and you can see for yourself when you get to the store if the repair was made) then you can really bitch.

Otherwise, coming to Macrumors to complain really isn't going to get anything accomplished.

The genius is the one who sent it in for the repair, took pictures of my watch and a list of notes.
It came back to me as issue not duplicated so I sent it back in and that is when they sent me the box to return it!

 

[FreakinEurekan]

I also noticed that Apple Support has become super picky in recent years and certainly isn’t what it used to be.

I have AppleCare+ on my Series 6 and they asked me all these stupid questions like „how often do you charge your watch?“ how long do you charge your watch?“ (like wtf?) do you use your watch in the water?

Back in the day you would just mention AppleCare+ and they’d be like „ok your replacement is already on its way“ (basically) without asking any silly questions.

Personally, I don't mind the questions. They're gathering data that leads to better products. It takes me perhaps 5 minutes to answer the question, I'm not in that big a hurry that I can't spare 5 minutes.

 

[Ipadfever]

For a $300 watch I can’t believe the amount of running around and the hours spent on the phone with senior advisors. This really has changed a lot for me and will be extra cautious where I spend my money. Apple has really dropped the ball here! It’s over two weeks without a watch and still haven’t resolved this!

 

[Indianwin2001]

Best Buy total tech member here. If something happens to it in the first 2 years , it gets replaced. Apple care is free with total tech, along with any other purchases I make.

 

[Ipadfever]

Best Buy total tech member here. If something happens to it in the first 2 years , it gets replaced. Apple care is free with total tech, along with any other purchases I make.

Thanks for the information! I won’t be buying any apple products anytime soon though or the foreseeable future.

 

[Mike Boreham]

As I understand this thread, it seems the watch is always ‘no fault found’ until it is paired with YOUR phone. Perhaps there is something wrong with your phone not your watch?

 

[Ipadfever]

As I understand this thread, it seems the watch is always ‘no fault found’ until it is paired with YOUR phone. Perhaps there is something wrong with your phone not your watch?

No that’s not the case , it is every time it comes into any contact with water the screen becomes unresponsive and eventually goes blank . I believe from the time I ship it and it gets to the repair shop it has enough time to dry.