Very true. There is just the few like mine and OPs watch. I’d say it’s very rare.
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Manufacturing defect, apple denies
- Thread starter rob.james.arias
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Update, went back to the store as advised by the senior Apple Service Advisor. What a nightmare. The Genius Bar team member I had told me there is nothing wrong with the watch. I asked him to read the notes from the senior advisor, which he did and explained that he doesn’t see anything despite the pictures taken last time and the watch in his hands. I again had to take a flashlight and shine it on the display and so he could see exactly what I was talking about. He said that all Apple watches have this, so I asked that he show me on his or any other watch in the store, which he couldn’t and so he grabbed the store manager. (What a shady tactic, make the customer feel stupid and unreasonable). The store manager immediately saw the screen defect and offered to send it back to the depot. I asked at this point what good will that do when this has already been attempted once? He said he would put detailed notes requesting a replacement for my watch due to a manufacturing issue however could not make any promises. I love all of my apple products however the guest service and Genius Bar experience leave much to be desired. I’m so defeated that if it comes back again without being repaired or replaced I am resigned to just live with it. I guess that’s what they want anyway... it is becoming obvious that either I am too picky for my expectations on a $700 Watch, or this particular Apple store is inadequately equipped for guest satisfaction. What’s further frustrating is the Senior advisor informed me that they could replace the watch at the store level and left a note requesting this.
Don't give up. If it's a defect, Apple will acknowledge it. Otherwise, escalate this issue above the store level. One way or the other, hopefully this gets rectified.
I am unsure of where to go from here. Having spoken to a Senior Apple advisor I am not sure who I can reach higher than that. Open to suggestions if you have any.
Call Apple. Ask for customer relations. They are above senior advisors.
Except customer relations will contact the senior advisor directly handling the case and follow based off their notes with what decisions were made. Its much lengthier process than necessary And it doesn't necessarily result in any action taken differently.
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Personally, I would email Tim Cook tcook@apple.com. Somebody directly underneath will handle your case to personally ensure it's resolved in a timely fashion. Customer relations will go based off the senior advisors notes. It's not any shorter of a process, nor does it change the outcome, they just make sure the Senior Advisor follows the protocols and investigate somewhat more.
Emailing Tim Cook, you will have things resolved much quicker and A personal representative who will work with you directly. If your situation does not go accordingly, this could be an option in the future for you.
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Calling me out with no reason/lie lol, can show you receipts for all 4... The 1st one Apple told me to return because it was having a hardware issue via 3 Apple SAs and 5-6 hours of tech support over two weeks involving ATT as well. The Second one had defect on the screen a small bubble in between layers from factory. The Third one had what is known as a Screen Dimple on the OLED, However, all AWs have at least one but this one had two side by side and could easily be seen under any light and verified by Apple Employee for return.
The 4th from Best Buy has been awesome and I'm loving it. So yes keyboard commando three down, 1 up = )
Also I'm on my second Pair of Airpods, finally got a good pair- My first pair purchased from Apple store/fresh shipment when opened had dirt inside the charging case- SRS Apple store saw that as well and exchanged it-
QC is not going well for them right now; at least my store has given zero kickback for my issues.
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Update, called Apple support number last night and asked for Customer Relations, was never given an opportunity to speak with anyone from that department. The Senior Apple Advisor said she was going to call the Repair Depot to see what she could do to help. I was on hold for about 20 minutes and she returned to the line to say that she was unable to get through and she would call me back within the hour. That was over 24 hours ago LOL. Still have not heard back. I did get an email today stating they are replacing the watch though which is great news. I just hate that this was the process to get a warranty replacement for a factory defect. I just looked at the Genius Bar notes and they are not at all what we discussed while I was in the store. All well...
Your Apple store seems like it sucks lol. Not sure how they can’t tell that that it’s splitting. The guy at mine asked I guess the genius that was above them all lol and he pulled out his magnifying glass thing and said on the spot it’s a defect. But at least you’re getting it replaced which is always awesome. Just took a bit more effort than it should have.
Had the exact same issue on my SBSS S3 Cell. Went to the local Apple Store, expected a battle, but the Genius was really cool, agreed it wasn't right and sent it off for replacement (which arrived in 3 working days). On mine, the sapphire had actually begun to raise, creating a ostensible lip which you could see and feel. Anyway, I guess it happens, but the thought that Apple turned around to you and shrugged, initially at least, is not comforting. Maybe just symptomatic of an inexperienced 'Genius'.
Funny thing is we are moving back to FL and I want to try to work at that Apple store or the one in tampa
Clearly a glass defect, ridiculous that you got the runaround. Personally I think you were just unlucky on the people lottery and got a whole string of douche back to back.
I am always suspicious of reports of people having to go through multiple devices exchanges. I have purchase a lot of Apple tech and never received immediately defective equipment.
All 5-6 of my prior Iphones and Apple Laptops I have purchased in the past not one of them was returned/exchanged-
Seems to be a recent issue- wondering if timelines, cost cutting, or something is causing more "Grief"
That's why there's appropriate steps to escalate it Above store level for those who are not handling the situation accordingly. Apple has some of the best customer service in the industry and unfortunately this member did not have the experience they should have from the beginning.
I would put in a complaint about the member of staff who said 'they're all like that'. Especially when the store manager noticed it straight away.