Here's a little story about how I my order wasn't elegible for a band exchange.
I received my 42mm SS BCB watch yesterday (picked it up from the UPS store near my house), since 4/11 when I tried on the watches at the Apple Store I knew that the BCB wasn't the right band for me (I want the Milanese loop) so after hearing that we would be able to exchange bands was good news for me. A few hours after setting up my watch and playing with it I decided to contact Apple CS and start the band exchange process. I spoke with 3 different reps since yesterday and here's what each of them told me:
Rep 1 (online chat): "We can't process the band exchange because the UPS system shows that you haven't picked up your item, once they update their system you'll be able to start the process, try again in a few hours and we'll be happy to exchange your band". So I waited until this morning to see if UPS had updated my package status, it still said "awaiting for customer to pick up", I went to the UPS store and talked to the lady who helped me yesterday, she told me that on their end it shows I picked it up and that I signed for it BUT for reason the online server doesn't show that info. I explained to her what I was trying to do and she said "Apple can contact UPS and we can show them your signature and that the package has been picked up, that should be enough for them to start the exchange process". So I went home and talked to another Chat support rep
Rep 2 (online chat): "you can't do the band exchange because you used a gift card on your order and since we need to charge you for the band we can't charge a gift card" so I said "my gift card was for $215 and the rest was put on my credit card, you have that info and you can charge that card, I don't understand what the problem is" after a long chat with him he just said "I can't help you, you can contact CS over the phone and see what they can do". So here I go and decided to call
Rep 3 (over the phone): "since you used a gift card we can't exchange the band because that's the policy, you can return your watch and then order the one with the band you like and wait until JULY for it to be delivered OR you can just buy the band and that will ship in May/June" my answer was "I have lost my sanity waiting for this watch to be delivered and you want me to wait until July? No thanks"
So after long chats and that long phone call I couldn't get my band exchanged because I used a gift card. I thought I would share this with you guys so you don't go through the same aggravation I experienced. I'm really upset that they can't exchange my band but I'm not gonna keep trying because I don't wanna waste more time, I just went ahead and bought the Milanese Loop (just the band) and I'll wait until May/June to get it, oh well.
I received my 42mm SS BCB watch yesterday (picked it up from the UPS store near my house), since 4/11 when I tried on the watches at the Apple Store I knew that the BCB wasn't the right band for me (I want the Milanese loop) so after hearing that we would be able to exchange bands was good news for me. A few hours after setting up my watch and playing with it I decided to contact Apple CS and start the band exchange process. I spoke with 3 different reps since yesterday and here's what each of them told me:
Rep 1 (online chat): "We can't process the band exchange because the UPS system shows that you haven't picked up your item, once they update their system you'll be able to start the process, try again in a few hours and we'll be happy to exchange your band". So I waited until this morning to see if UPS had updated my package status, it still said "awaiting for customer to pick up", I went to the UPS store and talked to the lady who helped me yesterday, she told me that on their end it shows I picked it up and that I signed for it BUT for reason the online server doesn't show that info. I explained to her what I was trying to do and she said "Apple can contact UPS and we can show them your signature and that the package has been picked up, that should be enough for them to start the exchange process". So I went home and talked to another Chat support rep
Rep 2 (online chat): "you can't do the band exchange because you used a gift card on your order and since we need to charge you for the band we can't charge a gift card" so I said "my gift card was for $215 and the rest was put on my credit card, you have that info and you can charge that card, I don't understand what the problem is" after a long chat with him he just said "I can't help you, you can contact CS over the phone and see what they can do". So here I go and decided to call
Rep 3 (over the phone): "since you used a gift card we can't exchange the band because that's the policy, you can return your watch and then order the one with the band you like and wait until JULY for it to be delivered OR you can just buy the band and that will ship in May/June" my answer was "I have lost my sanity waiting for this watch to be delivered and you want me to wait until July? No thanks"
So after long chats and that long phone call I couldn't get my band exchanged because I used a gift card. I thought I would share this with you guys so you don't go through the same aggravation I experienced. I'm really upset that they can't exchange my band but I'm not gonna keep trying because I don't wanna waste more time, I just went ahead and bought the Milanese Loop (just the band) and I'll wait until May/June to get it, oh well.