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Disappointed with the warranty service of Apple Watch

validate

validate

macrumors member
Original poster
Sep 20, 2023
58
11
On January 8, 2024, I brought my Apple Watch Series 7 45mm device to an authorized service due to peeling on the strap threads that was not related to me. The authorized service sent the device to the repair center. The product was sent back to me without any processing. I objected to this situation with a Senior Advisor (I will code it as SA1). The engineering department informed me through SA1 that there was nothing that could be done.

On May 15, 2024, the device shut down and never turned on again. I brought the device to the service again on the same day. The device was sent to the same repair center again. This time, the product was returned with an unauthorized modification (We've detected unauthorized modifications.). I objected to this situation with a Senior Advisor (I will code it as SA2). He called me on May 22, 2024 and said that the engineering department decided on the unauthorized modification decision in the previous case (cosmetic damage thing). However, SA1 hadn't told me anything like this. SA1 had told me that it was returned due to cosmetic damage. So, if I hadn't objected to your first question, they wouldn't even have called it an unauthorized modification. Also, why didn't SA1 inform me about this situation from the beginning? It sounds quite reasonable to me :)

I have never given any of my devices to a third-party service/place, not even once. I bought the device brand new, opened the box myself, and I am the only person using the device. Therefore, I am 100% sure that not only for this device, but also for the devices I am currently using, there is no possibility of unauthorized modification.

I’m really disappointed by the process and wanted to know what can I do for that watch? Throwing to the trash bin? I don’t know.
 
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@kitKAC sure.

thread_soyulma_3.JPG


And today an executive reached out to me, because I sent Tim Cook an email. Hope the case is going to be resolved soon.
 
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Wait, I'm very confused:

1. Is this an authorized Apple Reseller/ Apple Store, or is this a third party?
2. "an authorized service due to peeling on the strap threads that was not related to me.". Why would they need to take the watch into service for the strap threads? Shouldn't they be able to swap out the strap?
3. "This time, the product was returned with an unauthorized modification (We've detected unauthorized modifications.)" How do you know or detected the "unauthorized modifications", and what was modified?
4. Where are you from?
 
JustAnExpat said:
Wait, I'm very confused:

1. Is this an authorized Apple Reseller/ Apple Store, or is this a third party?
2. "an authorized service due to peeling on the strap threads that was not related to me.". Why would they need to take the watch into service for the strap threads? Shouldn't they be able to swap out the strap?
3. "This time, the product was returned with an unauthorized modification (We've detected unauthorized modifications.)" How do you know or detected the "unauthorized modifications", and what was modified?
4. Where are you from?
Click to expand...
1. That was AASP (Apple Authorized Service Provider). The AASP sent my device to a main service center which Apple owns.
2. The damage is done on the watch, slots where we put bands and lock. Sorry, English is not my first language, and I don't know the exact name.
3. While I was checking with Repair ID, I saw a phrase "We've detected unauthorized modifications." And the second Senior Advisor I spoke with said the same thing. But they didn't provide any further details about the unauthorized modification. I don't really know how the engineering department concluded that I or a third party made unauthorized modifications.
4. Turkey.

Note: I spoke with an executive today, and he said that they are going to inspect the watch and process how the watch was handled with another engineering department. If all else fails, I will use my legal rights.
 
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FreakinEurekan said:
Sounds like you're on track to get it resolved. Best of luck!
Click to expand...
Thank you. I’ll receive the official statement today. The other engineering department also says that there is an unauthorized modification, which is pretty interesting and simply not possible. I’m the only user using it, and didn’t give my watch anywhere which is third-party or I didn’t do anything other than simply using the watch (also there wasn’t any reason to do any modification, as the watch was functional but there was a cosmetic issue not caused by me). I’ll use my legal rights if they still insist on the same statement. Because I know I’m right. Really interesting they find something which is not present.
 
Update: They still say that there is an unauthorized modification, and they cannot do anything about it. I know there isn't any because I bought the watch brand new, so how could it be possible then? I don't know. I'm using my legal rights from now on.
 
validate said:
Update: They still say that there is an unauthorized modification, and they cannot do anything about it. I know there isn't any because I bought the watch brand new, so how could it be possible then? I don't know. I'm using my legal rights from now on.
Click to expand...
Tell them that it would make no sense to perform an “unauthorized modification” to a watch that’s still under warranty.
 
This is why I ALWAYS use advanced exchange as offered by AppleCare+. They send a replacement device and then you send in yours after you receive it. They put a hold on your credit card then it is taken off after they get yours.
 
Alameda said:
Tell them that it would make no sense to perform an “unauthorized modification” to a watch that’s still under warranty.
Click to expand...
I tried to convince them of the same thing plus a bunch of other things for 2 hours on the phone and in two long emails. They said that the "unauthorized modification" is their red line and they cannot do anything about it if it is detected, even though the customer says he/she didn't do anything. And the modification was detected while I was sending the device for aluminium chipping in slots where we put bands, not something like the device was not working or something drastic. And I really didn't do anything on the watch, why would I while the watch was still under warranty? It doesn't make any sense to me.
 
jbachandouris said:
This is why I ALWAYS use advanced exchange as offered by AppleCare+. They send a replacement device and then you send in yours after you receive it. They put a hold on your credit card then it is taken off after they get yours.
Click to expand...
Unfortunately, AppleCare+ is not available in Turkey. We have a 2-year standard warranty here.
 
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validate said:
I don't know. They don't say anything about that, as per company policy.
Click to expand...
I have heard of this sort of response from Apple before but it is difficult for them to palm you off like this in my country. They can't tell you they have detected something without proving to you that is the case. I have heard of people reporting Apple to Trading Standards over things like this and suddenly its resolved.
 
jbachandouris said:
This is why I ALWAYS use advanced exchange as offered by AppleCare+. They send a replacement device and then you send in yours after you receive it. They put a hold on your credit card then it is taken off after they get yours.
Click to expand...
So you buy an expensive additional insurance policy with the company that is trying to get out of honouring the legal warranty of the product?

That sounds to me like a big win for Apple. Imagine if everybody felt they needed to buy AppleCare, just in case Apple try and pull out of their legal obligations should a product become faulty within 2 years.
 
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The-Real-Deal82 said:
I have heard of this sort of response from Apple before but it is difficult for them to palm you off like this in my country. They can't tell you they have detected something without proving to you that is the case. I have heard of people reporting Apple to Trading Standards over things like this and suddenly its resolved.
Click to expand...
I have filed a dispute with the Arbitration Committee for Customer Complaints in Turkey. The process typically takes around 3 months to reach a decision. We'll have to wait and see what the outcome will be.
 
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validate said:
I bought from a reputable reseller, but the watch was new. I pulled the tabs myself, and the loops/watch was brand new.
Click to expand...
See if the reseller can help you with in any way, like exchange it etc without getting involved with Apple. Good luck to you.
 
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