Express Replacement

ajm222

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Original poster
Sep 19, 2012
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I sent my watch in because I noticed blemishes underneath the crystal. It's kind of hard to see but there. They sent me the watch back saying it passed all tests and had no issues.

I figure I could go into the store and try and show someone exactly what I'm talking about, or I could request an express replacement. I have applecare+. If I do the latter, how much of a hold do they place on your card - the $69 service fee or the value of the entire watch? And what happens if they decide again they can't find any issues with the old watch and I've activated the replacement?

Thanks
 

Waterman316

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Apr 1, 2018
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I’m not sure about your last question? But the place a hold for the full amount of the watch model you have on your card, and it is removed once they receive the watch being replaced.
 

bruinsrme

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Oct 26, 2008
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If you do an express the specialist will go over all that information.

Something tells me the hold is the full cost of the replacement. Then when the other watch is returned a $69 charge is processed.
Or if you do not return by the return date the full replacement is charged
 

ajm222

macrumors 6502a
Original poster
Sep 19, 2012
862
111
Do the blemishes look like little bubbles under the screen?
Thanks all. The blemishes look like little water or oil spots.
[doublepost=1539628207][/doublepost]I think I have a couple months left on applecare at least so may wait a bit and see if it gets worse.
 

ajm222

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Original poster
Sep 19, 2012
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I chatted with a rep online who set up a repair ticket. I sent the watch in using the packaging they mailed me and they just sent the watch back saying they didn't see any problems. But it's kind of hard to see what I am seeing unless in direct sun because the problem is small at this point and on the corner of the bezel. Frankly didn't shock me that they didn't see it. But I think the assumption from the rep was that they would see what I was seeing and replace it free of charge.

I guess I was just wondering what happens if they never identify an issue. Maybe it's irrelevant if I have apple care and they'd just charge me $69 ultimately if I activated a replacement. And again, I was just curious what the amount of the CC hold would be.
 

movieator

macrumors 65816
Sep 17, 2009
1,159
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LA, CA
I failed to read. Sounds like he sent it in when he should have done an express replacement. I think the credit card hold was what he did not want.
In the OPs case, simplest thing is probably take it in to an Apple Store
I chatted with a rep online who set up a repair ticket. I sent the watch in using the packaging they mailed me and they just sent the watch back saying they didn't see any problems. But it's kind of hard to see what I am seeing unless in direct sun because the problem is small at this point and on the corner of the bezel. Frankly didn't shock me that they didn't see it. But I think the assumption from the rep was that they would see what I was seeing and replace it free of charge.

I guess I was just wondering what happens if they never identify an issue. Maybe it's irrelevant if I have apple care and they'd just charge me $69 ultimately if I activated a replacement. And again, I was just curious what the amount of the CC hold would be.
Maybe just take it in to an Apple Store when there is a GB appoinment available and see if you can show them what you're talking about.
That way, they'll know exactly what and where to look.
 

ajm222

macrumors 6502a
Original poster
Sep 19, 2012
862
111
I failed to read. Sounds like he sent it in when he should have done an express replacement. I think the credit card hold was what he did not want.
I don't mind the hold, just wondering what it would be. I also wasn't sure about doing the express replacement in case they were able to fix it somehow. Maybe i didn't fully understand the point of express replacement. Maybe I will just do that.
[doublepost=1539630546][/doublepost]I also don't mind paying $69 for effectively a new watch. would be nice to have it replaced for free, but wasn't sure if the issue I am seeing would be covered.

are the replacements like the refurb iphones? all new cases and batteries? i have a series 2 stainless.
 
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Newtons Apple

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I don't mind the hold, just wondering what it would be. I also wasn't sure about doing the express replacement in case they were able to fix it somehow. Maybe i didn't fully understand the point of express replacement. Maybe I will just do that.
It is the reason I have AC+ on my watch.

They do put a hold for the total amount but it is removed when yours is returned.

If it is very tiny and behind the glass on the back of the watch, you might want to think about it as worst things could be wrong with you replacement.

Best of luck!
 
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JT2002TJ

macrumors 65816
Nov 7, 2013
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Maybe if you go to the Apple store, have them verify the issue in your presence they can document on a ticket. Then when you call AppleCare, they will have the needed proof.

I did this with a S0 I had. It had an issue with the coating of the crystal. You could see a small circle around the 12 o'clock position. This was the original watch received on day one, about 2 weeks into having the watch.
 
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ajm222

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Original poster
Sep 19, 2012
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It is the reason I have AC+ on my watch.

They do put a hold for the total amount but it is removed when yours is returned.

If it is very tiny and behind the glass on the back of the watch, you might want to think about it as worst things could be wrong with you replacement.

Best of luck!
Thanks! It definitely wasn't something present until very recently, so i think something got inside or there is some separation going on with the various layers under the screen.

Wasn't able to find a lot of threads on quality/performance of replacement devices.
 
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JT2002TJ

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Nov 7, 2013
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Thanks! It definitely wasn't something present until very recently, so i think something got inside or there is some separation going on with the various layers under the screen.

Wasn't able to find a lot of threads on quality/performance of replacement devices.
I have had 4 different S0 SS watches. The first, the second replacement because of that screen issue, the third (the longest) right before AppleCare+ was up since the 2nd had battery issues, and now my 4th because the 3rd one's ceramic back popped off the day I got my new S4.

They actually took care of me with the 4th, since it was out of AppleCare+. But almost everyone I know with a S0 eventually had the back pop off. They are aware their is a design flaw, because it was very easy for them to offer up the replacement.

I think (or hope) that the watches are better than the S0, that they have fixed the issues from the first generation. I have a feeling that the full ceramic back on the S4 was to fix the back popping off issue.
 
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ajm222

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Original poster
Sep 19, 2012
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I have had 4 different S0 SS watches. The first, the second replacement because of that screen issue, the third (the longest) right before AppleCare+ was up since the 2nd had battery issues, and now my 4th because the 3rd one's ceramic back popped off the day I got my new S4.

They actually took care of me with the 4th, since it was out of AppleCare+. But almost everyone I know with a S0 eventually had the back pop off. They are aware their is a design flaw, because it was very easy for them to offer up the replacement.

I think (or hope) that the watches are better than the S0, that they have fixed the issues from the first generation. I have a feeling that the full ceramic back on the S4 was to fix the back popping off issue.

Did all the replacements appear to have new and unblemished cases/screens/etc?
 

JT2002TJ

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Nov 7, 2013
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Did all the replacements appear to have new and unblemished cases/screens/etc?
Yes. Apple uses refurbished items, but for apple, that means 0 blemishes (In my experience). Apple replaces anything that doesn’t visibly look new.

I’m not sure I’ve ever seen a refurbished item from Apple (phone, ipad, iPod, MacBook,...) that didn’t look perfect. It isn’t like retailers that sell refurbished items, they are the manufacturer.
 
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ajm222

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Sep 19, 2012
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Yes. Apple uses refurbished items, but for apple, that means 0 blemishes (In my experience). Apple replaces anything that doesn’t visibly look new.

I’m not sure I’ve ever seen a refurbished item from Apple (phone, ipad, iPod, MacBook,...) that didn’t look perfect. It isn’t like retailers that sell refurbished items, they are the manufacturer.
Thanks. I’d heard anecdotally of some watches coming from Apple that looked a little banged around.
 

ajm222

macrumors 6502a
Original poster
Sep 19, 2012
862
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Might be possible (but I doubt it), I’ve had 3 replacements from Apple, every single on looked brand new.
I ended up doing express replacement today. New one arrives tomorrow. Will send in the current one. Hopefully it isn’t an issue. They have an almost $600 hold on my card right now. Hopefully the worst that happens is that I get charged $69. But I’ve been told so many things by various reps today I have no idea ($69, $89, no charge, maybe the whole amount on hold, etc etc).

My assumption from reading the forums is that sending in for repair at a depot often results in them sending it back saying it’s fine or saying they can’t mess with it because it’s been modified or something. But with express replacement service it seems they send to a different group of technicians for review, or maybe they don’t even bother looking too closely at the old watch. I probably won’t activate the new one until I’m sure they’ve received the old one and won’t try and charge me something beyond the service fee.
 

mjr1000

macrumors regular
Oct 31, 2017
182
72
I ended up doing express replacement today. New one arrives tomorrow. Will send in the current one. Hopefully it isn’t an issue. They have an almost $600 hold on my card right now. Hopefully the worst that happens is that I get charged $69. But I’ve been told so many things by various reps today I have no idea ($69, $89, no charge, maybe the whole amount on hold, etc etc).

My assumption from reading the forums is that sending in for repair at a depot often results in them sending it back saying it’s fine or saying they can’t mess with it because it’s been modified or something. But with express replacement service it seems they send to a different group of technicians for review, or maybe they don’t even bother looking too closely at the old watch. I probably won’t activate the new one until I’m sure they’ve received the old one and won’t try and charge me something beyond the service fee.
Hey, quick question unrelated to this thread (sorry). I read an old post of yours about your difficulties choosing between SS (for the ability to polish out minor blemishes) and the SBSS (for the possibility that it would never scratch in the first place). It seemed like you preferred the look of the SS, but couldnt resist the resistance of the SB. A few questions - which did you decide at that time and which did you decide on for the S4. Any advice for someone still losing sleep over this decision? Thanks so much!
 
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MrGimper

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Sep 22, 2012
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Andover, UK
In the space of 3 months I've had an iPad Pro replaced twice via AC+ express replacement (white spot, and dark corners), an iPhone 8 Plus via AC+ express replacement (haptics died), and a watch series 2 via AC+ express replacement (mic died). Each time I specifically requested an express replacement. They put a hold on the card for the total amount of the replacement device, and removed the hold when they received the device within 10 days. This is now my go-to replacement process as you don't have to deal with the "opinion" of the genius when the issue may be "contentious" like my dark shadowy corners on my iPad. Never at any point did they say they don't agree with the issue and charge me.
[doublepost=1539789672][/doublepost]
Yes. Apple uses refurbished items, but for apple, that means 0 blemishes (In my experience). Apple replaces anything that doesn’t visibly look new.

I’m not sure I’ve ever seen a refurbished item from Apple (phone, ipad, iPod, MacBook,...) that didn’t look perfect. It isn’t like retailers that sell refurbished items, they are the manufacturer.
Every refurbished device I've had as a replacement (with 1 exception), or bought from the refurb store had been as good as new, and probably better than as good as new!
 
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ajm222

macrumors 6502a
Original poster
Sep 19, 2012
862
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In the space of 3 months I've had an iPad Pro replaced twice via AC+ express replacement (white spot, and dark corners), an iPhone 8 Plus via AC+ express replacement (haptics died), and a watch series 2 via AC+ express replacement (mic died). Each time I specifically requested an express replacement. They put a hold on the card for the total amount of the replacement device, and removed the hold when they received the device within 10 days. This is now my go-to replacement process as you don't have to deal with the "opinion" of the genius when the issue may be "contentious" like my dark shadowy corners on my iPad. Never at any point did they say they don't agree with the issue and charge me.
[doublepost=1539789672][/doublepost]

Every refurbished device I've had as a replacement (with 1 exception), or bought from the refurb store had been as good as new, and probably better than as good as new!
awesome, thanks so much for this information. all very good to know. the replacement i requested yesterday traveled across the country and is on the truck for delivery right now. and i am hoping to send back the current watch today as well if i can drop it off by 6pm. should have probably gone this route initially. i guess now i just wait and see if they decide they're going to charge me a service fee when they get the current watch back or if they will deem it covered. guess it depends who looks at it and if they look at it at all.
 

MrGimper

macrumors 603
Sep 22, 2012
6,448
6,946
Andover, UK
awesome, thanks so much for this information. all very good to know. the replacement i requested yesterday traveled across the country and is on the truck for delivery right now. and i am hoping to send back the current watch today as well if i can drop it off by 6pm. should have probably gone this route initially. i guess now i just wait and see if they decide they're going to charge me a service fee when they get the current watch back or if they will deem it covered. guess it depends who looks at it and if they look at it at all.
This is the key.... under express replacement, I doubt they do. They probably just chuck it in a "for refurbishment" bin and let the refurbishers worry about it months down the line....
 
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ajm222

macrumors 6502a
Original poster
Sep 19, 2012
862
111
This is the key.... under express replacement, I doubt they do. They probably just chuck it in a "for refurbishment" bin and let the refurbishers worry about it months down the line....
awesome, that's what I am hoping. was worried with my luck i would somehow wind up paying the whole cost of the replacement (though i guess that never happens if you have applecare+).
 
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