Faulty watch returned-how long replacement?

cosmic68

macrumors 6502
Original poster
Dec 26, 2007
481
103
Hi there,

After the painful wait for my SS Link watch to arrive, I noticed it had the band not locking to watch body fault, so on Monday gone I called Apple and spoke to a helpful lady who created a return label and replacement. She advised me that I would get an email showing that my replacement watch was ‘in progress’ and would have the same shipping information as new orders (2/3 weeks wait), but to ignore it as Apple held a sample of replacements back for situations like this.

So its been just under a week now with no movement. My return watch is showing as delivered as of two days ago. I tried to call Apple again and they were surprisingly unhelpful and basically stated I will effectively go to the back of the queue and wait the full 2/3 weeks.

I’m pretty sure I’ve read on here of people getting replacements within 24/48 hours-which, IMO, is the correct thing to do. It just seems good customer service to me.

So can I ask-have you had a faulty watch replaced quickly? Could you let me know roughly how long, as have asked for my case to be escalated (call back up to 48 hours-sigh) and I might send this thread to the Apple representative who I speak with.

Many thanks.
 

matt550

macrumors 6502
Jun 7, 2008
365
24
I was told 3-5 days on mine. That was Saturday. Havnt heard anything yet. Should be soon.
 

Anya B

macrumors 6502
Jul 20, 2013
342
78
I was told the watch replacement is treated as a priority but that there is no stock. They basically said it could take the same time as new orders, estimated delivery July. The estimates have changed since so it could be 2-3 weeks from return.......which is, oh wait, 27th.

I returned watch on 6th and I'm still waiting. Didn't even have a rare configuration, mine is a 42mm SS WSB.
 

Rbwest

macrumors member
Apr 23, 2015
39
1
My watch arrived with some damage on the screen. Strange rectangle mark in the middle and down the right side. I tried everything to polish it out with no luck. I called apple yesterday at 11am ET to report the issue. My replacement watch was shipped last night with a scheduled delivery tomorrow. This morning I checked the UPS tracking and the shipment has been changed to today! 24 hours since I placed the call!

38mm in Toronto.
 

cosmic68

macrumors 6502
Original poster
Dec 26, 2007
481
103
Well after zero interest from Apple in rectifying this I decided to cancel the replacement Watch.

The way i looked at it was, it's an expensive gadget (i ordered 42mm SS link) and this period of not having one has made me think hard about the money spent on it. I personally feel Apple should have the logistics to be able to replace faulty items instead of shoving me right to the back of the queue-it really gave me to much time to think clearly, so i decided to put my money where my mouth is and wait until the next iteration.

There's so many things right with the watch, but it really felt very first-gen to me in a lot of places. I did like mine-but not at that price/customer service.
 
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