My Apple Watch caused an allergic reaction & Apple handled it perfectly!

Discussion in 'Apple Watch' started by JakeCoupland, Aug 15, 2015.

  1. JakeCoupland Suspended

    Joined:
    Apr 16, 2015
    #1
    So I received my 42mm Space Grey Apple Watch Sport in the first week of May and wore it every day until mid-July, when, after a busy day of not really noticing anything wrong I noticed an itching/burning sensation in my wrist.

    I took off the watch and noticed it had caused a massive blister and had somewhat burnt my skin, the rubber strap had reacted with my skin in some way.
    [​IMG][​IMG]

    Shocked I rang Apple immediately, they answered instantly and the lovely lady at the end of the phone (Irish, as I was calling from the UK) asked what the problem was. I informed her that my watch had caused a rash on my skin and actually exposed raw skin below. Shocked and somewhat speechless, she asked if I didn't mind holding for a minute. True to her word, a minute later she was back and told me that she was transferring me to the safety support team in Cork. They answered and took me through a process of questions...

    1) What happened?
    2) Did I wear the watch in a different way that day (any tighter etc)?
    3) Did it hurt?
    4) Did the rash have any yellow mucus?
    Along with a few more questions I can't remember! They had obviously seen this before as the questions that followed were very specific. They also asked me to email the photos of my wrist, there are several but I only attached one above! Here's the culprit watch!
    [​IMG]
    [​IMG]

    The very nice lady then informed me that they were going to go away and assess the information and the photos overnight (I rang at 7pm) and that they'd get back to me the next morning.

    Sure to their word, the next day, I got a phone call from the same nice lady. Apple had looked at my information and also the same model in their lab and had come to the conclusion that my watch strap had most likely got a high level of nickel in it, more then there should be as it caused such a bad reaction. They told me that they would like to 'capture' the watch and that they were going to send a 'capture kit' out to me so they could assess my watch. I was absolutely fine with this and was extremely happy with how it had been handled so far, efficiently and apologetically! I understood that on a massive supply chain, things like this unfortunately happen! What happened next however was simply amazing!

    The lovely lady informed me that they'd love to get a new watch out to me, but to ensure I didn't have the same problem and to apologise for what had happened, they would love to send me a stainless steel model of my choice (excluding the link bracelet as that also contained nickel)! I was shocked and also over the moon! I chose the milinase loop and was told it would take a week to get to me and that they were so sorry and they'd keep me up to date on the delivery of my new watch and what was happening with the old one (as I was interested!)

    I then went away for smooth on an expedition to Malaysia & Borneo to complete volunteer work with endangered animals so just missed the delivery of my new watch! However a month later when I returned, there it was! & here I am wearing it!
    [​IMG]

    I was so impressed by the way apple handled everything, it was so professional and the good will gesture shows how Apple's customer service is second to none! A UK newspaper 'The Sun' contacted me asking if they could use the story and offered me money to do so, I declined this as I knew that a publication like 'The Sun' (anyone from the UK will know this) is not likely to show how well handled this was by Apple and would just make it out to be a horrendous experience, where as if this does come to light here on MacRumours, you guys will mention how well the handled it!

    All images used in this post must have my permission to be used before they are published anywhere else. (I don't want certain publications using them if this is found, although unlikely!)
     
  2. LoveToMacRumors macrumors 68000

    LoveToMacRumors

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    Canada
    #2
    Time to get a rash so that they send me a gold model
     
  3. Rogifan macrumors P6

    Rogifan

    Joined:
    Nov 14, 2011
    #3
    Wow what a story. Sorry about the nasty rash but kudos to Apple for the way they handled it.
     
  4. jardinager macrumors member

    jardinager

    Joined:
    Apr 24, 2015
    #4
    Very happy for you. They did indeed handle it properly. I'm actually surprised. My last *several* support issues have left me nonplussed. Your story gives me hope (at least in the UK).
     
  5. unobtainium macrumors 68000

    Joined:
    Mar 27, 2011
    #5
    I have a nickel allergy too. Haven't ordered the watch yet. Quick question - why is there nickel in the sport band? Isn't it rubber? And did Apple actually specify that the stainless steel version is best for people with nickel allergies?

    Thanks! And glad it worked out for you!
     
  6. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #6
    The Sport band has stainless steel pin and there is trace amount of nickel in stainless steel. However, some members who are hypersensitive to nickel are able to wear the Sport band once they apply nail polish to the side of the pin where it comes into contact with the skin.

    Even the stainless steel Watch also contains nickel. See https://support.apple.com/en-us/HT204665 My guess is the OP's Space Gray sport band had a defective pin that contained an abnormal amount of nickel. However, the OP appears to be able to tolerate the trace amount of nickel in both Apple Watch and the space Gray Apple Watch Sport as they fall below the strict nickel restrictions set by some regulatory body.
     
  7. NavySEAL6 macrumors 6502a

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    Dec 13, 2006
    #7
    Good story, congrats on the new watch. In America they would give you a $50 gift card lol
     
  8. testcard macrumors 68020

    testcard

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    #8
    Interesting story. How did The Sun become aware of your issue?
     
  9. JakeCoupland thread starter Suspended

    Joined:
    Apr 16, 2015
    #9
    Thanks everyone! Just to clarify as their seems to be some confusion, Apple believed that their was an abnormal amount of nickel in the pin and band as the band also contains a very low amount, they thought this because when asking me if I wore a watch before the Apple Watch I told them that I wore an Ice Watch and after they investigated they found that the Ice Watch also contained nickel so it has to be because it had too much nickel in.

    I have no idea! It was odd really, they messaged me, so I spoke to them about it and they outlined the story they'd like to run and I declined as it just wasn't right, or fair on Apple.
     
  10. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #10
    How did they get a hold of your contact information if you spoke with only Apple on this?
     
  11. JakeCoupland thread starter Suspended

    Joined:
    Apr 16, 2015
    #11
    Twitter most likely! I tweeted that it was 'just my luck' to get a defective Apple watch, got media attention and I deleted the tweet haha
     
  12. JayLenochiniMac, Aug 16, 2015
    Last edited: Aug 16, 2015

    JayLenochiniMac macrumors G5

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    #12
    So you do have an idea of how The Sun became aware of your issue.
     
  13. Devie macrumors 6502a

    Joined:
    Aug 30, 2004
    Location:
    Adelaide, Australia
    #13
    Thanks op. I've just sat in the sun all day with sun cream everywhere but my wrist. I don't have an apple watch but I don't think that matters. Wish me luck!
     
  14. matwoodson macrumors newbie

    Joined:
    Aug 16, 2015
    #14
    Wow, I wouldn't expect apple to handle it that well and send you an upgrade
     
  15. JakeCoupland thread starter Suspended

    Joined:
    Apr 16, 2015
    #15
    It was amazing! I've since sent a thank you email to the advisor(s) that handled my problem saying thank you, which they were all grateful to hear! Kindness goes a long way and I believe that I got such a nice gesture because of how chilled I was on the phone, shouting and demanding an upgrade is not the way to go about it, I would've been more than happy with a replacement but over the moon with what the result was. It's no wonder they have the best customer service around!
     
  16. Roller macrumors 68020

    Joined:
    Jun 25, 2003
    #16
    I'm glad that Apple handled your situation well. To be sure, though, they're more concerned when a product defect adversely affects the owner's health directly as opposed to only compromising the device's functionality. The reason you were asked about yellow mucous, I suspect, was to determine if you had an infection in addition to contact dermatitis, which would have required different treatment.
     
  17. omgitscro macrumors 6502a

    omgitscro

    Joined:
    Jul 12, 2008
    #17
    The Space Gray Apple Watch Sport has an anodization that is noted by Apple to have higher nickel content than other Watches. The anodization on the pin and Watch face was the culprit.
     
  18. JayLenochiniMac macrumors G5

    Joined:
    Nov 7, 2007
    Location:
    New Sanfrakota
    #18
    So in the OP's situation, it was the defective pin in the Sport strap that had an abnormal high level of nickel relative to the watch case, as the OP didn't react to the case.
     
  19. Sheza macrumors 65816

    Sheza

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    Location:
    Croydon & London At The Same Time
    #19
    Well done on you for not giving The Sun their story. OP is da real MVP.
     
  20. Anya B, Aug 16, 2015
    Last edited: Aug 17, 2015

    Anya B macrumors 6502

    Anya B

    Joined:
    Jul 20, 2013
    #20
    I had the exact same experience as you, with the same outcome. I received my Sport watch in April and within 2 hours of wearing it I developed much the same rash as you. Contacted Apple and they too arranged a collection of the watch so the engineers in Cork could investigate. I have no idea what they found TBH. The senior advisor I was dealing with asked me if I wanted a replacement and as i reacted so badly to the Sport asked me if I would be happy with a SS version (at no extra cost). I opted for the same band as I had with the sport as i didn't want to stretch my luck as Apple were already being very generous. I was so shocked by the experience and was shocked farther still when the senior advisor arranged for a transfer of my Applecare+ (at no extra cost).

    Fortunately, I didn't get contacted by The Sun, there's an advantage of not being on social media such as Twitter and Facebook. ;)
     
  21. MacGurl111 macrumors 65816

    MacGurl111

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    Seattle
    #21
    I really admire your integrity and for not selling out just for cash! Need more people like you and not all those 15 seconds of fame and viral stories (because they want to be known).
     
  22. EdisEdward macrumors 6502

    Joined:
    Feb 4, 2013
    #22
    I got a small rash from my sport band as well. Def not bad as OP. Apple sent me a leather case for my iPhone instead lmao. I was fine with it bc the rash went away and didn't have any more significant rashes after that
     
  23. Newtons Apple macrumors Pentium

    Newtons Apple

    Joined:
    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #23
    I would have removed my watch WAY before it did that kind of damage to my arm.
     
  24. JakeCoupland thread starter Suspended

    Joined:
    Apr 16, 2015
    #24
    It happened in the space of a day, one morning, my arm was fine, I took it off in the evening after suddenly feeling a sharp itch and this had happened, it wasn't a growing problem.
     
  25. Newtons Apple macrumors Pentium

    Newtons Apple

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    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #25
    Glad you looked and did not sleep with it.

    Hope you get it sorted out.
     

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