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My Apple Watch caused an allergic reaction & Apple handled it perfectly!
- Thread starter JakeCoupland
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What more could they have done for you to avoid what would have been a decent case if you were a dick:
I mean:
http://www.mayoclinic.org/diseases-conditions/nickel-allergy/basics/symptoms/con-20027616
Screw that, what more *can* they still do for you right now.?
I'd get an iMac for sure, a mini, ssd's. . . .etc, right? I mean they did the right thing here - and we all agree it's for altruistic reasons, but they sure don't want that press or a possible case. After admitting to what they did you'd think any lawyer could get a hefty settlement.
Or am I off base here?
I mean:
http://www.mayoclinic.org/diseases-conditions/nickel-allergy/basics/symptoms/con-20027616
Screw that, what more *can* they still do for you right now.?
I'd get an iMac for sure, a mini, ssd's. . . .etc, right? I mean they did the right thing here - and we all agree it's for altruistic reasons, but they sure don't want that press or a possible case. After admitting to what they did you'd think any lawyer could get a hefty settlement.
Or am I off base here?
Apple will most likely be covered in the terms and conditions somewhere that mild skin irritation like mine can occasionally occur or something like that. All big companies are, it'd be hard to take them down and I felt I had got a very good deal and fair resolution getting a free £600 watch. I'd feel rude asking for anything else!
It's understandable to be frustrated when things like this (or others) happen... to a degree. Apple is known for pretty good customer service, but I think a key takeaway was this part:
"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!"
You'd be surprised how willing people are to bend over backwards to help someone when they're reasonable and non-abrasive. I wouldn't doubt that a big reason for your "upgrade" was your demeanor and attitude about the situation. Cookies for everyone involved.
"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!"
You'd be surprised how willing people are to bend over backwards to help someone when they're reasonable and non-abrasive. I wouldn't doubt that a big reason for your "upgrade" was your demeanor and attitude about the situation. Cookies for everyone involved.
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.
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!
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!
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!)
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So i had a reaction. I stopped wearing it before it became worse. I called in to apple. I spoke with a nice man. I was asked a whole host of questions i was asked for pictures of the spots or rash and of me wearing the watch. The nice man went away to talk to the hive at Apple HQ. I get a response back i should wash the watch and wear it differently. I had said inside the first call that i had washed the watch per the instructions and the fit was proper. I responded with a well good thing this watch is just 13 days old I will be headed back to my local apple store to make a return. I was not expect what the OP got i was at least expecting a well maybe this product is not right for you. I never expected to hear oh wash it better and wear it differently call back if you get another rash, which mind you the first rash is not fully cleared up. I did also let them know my Dr had looked at it and said i should stop wearing what ever i was wearing it had caused the rash.
I in the end liked the watch i found it helpful in my fitness tracking and day to day life. I am sad to see it go however apple has left me with no other logical option. I am sure they would be happy for me to upgrade to a metal based band at my cost. I just kinda find that not acceptable from my end. I will say the way they treated me with the full scale ask and answer and picture and to get a ho hum response has left me with a less than amazing taste in my mouth when it comes to apple and there ability to deal with wearable technology.
I know every one will have weird issues I am one of them but you need to have a good protocol in place to deal with them and not just a link to support site on how to wear and clean your device.
I in the end liked the watch i found it helpful in my fitness tracking and day to day life. I am sad to see it go however apple has left me with no other logical option. I am sure they would be happy for me to upgrade to a metal based band at my cost. I just kinda find that not acceptable from my end. I will say the way they treated me with the full scale ask and answer and picture and to get a ho hum response has left me with a less than amazing taste in my mouth when it comes to apple and there ability to deal with wearable technology.
I know every one will have weird issues I am one of them but you need to have a good protocol in place to deal with them and not just a link to support site on how to wear and clean your device.
Two different issues. The OP had a defective band with an abnormal amount of nickel in it, but wasn't hypersensitive to nickel (as the OP didn't react to the nickel in the Space Gray watch case and was able to tolerate a different watch that had nickel in it), so Apple provided some compensation as the defect wasn't the OP's fault. However, they can't really do anything about individuals who are hypersensitive to nickel or develop rash from wearing it incorrectly (too tight) except suggest that they switch to a different model or wear it looser.
The catch here is for me i wore it correctly. I am not knowingly allergic to anything on there list. They can say hey this device may not work for you return it. I mean be honest don't give a brush off. I am going to do what i need to do to protect my flesh and return it. I was just hoping they would understand and be more understanding. I mean why ask me a million questions soak up my time to come back with links to a known source. I find that just a waste of mine and there time. They could have just said some people get rashes we sorry here is your refund. I think it is the mild amount of leading along the path of we will make this right cut to here is a web site on how to wear it. I mean we covered all this in my call.
Like i said they need a dedicated protocol for this. I feel they have not made one yet.
How do I know I am not I don't. But the way they handled it was poor from my perspective. I have never shown any signs of contact allergy in 20 some odd years of life but there is a first time for everything. I spent hours taking to them for a no answer answer. That is why I am returning it today. I liked the device I used to like apple support but two times in a row they have let me down.
Why don't you get in touch with them and inform them you're not happy with the response you had and you believe it's not down to an allergy you have but down to an issue with the device, if that's what you truly believe the problem to be. Not everyone can be perfect 100% of the time and I imagine it's hard to come up with a procedure for a problem that myself and you have had (even though our problems are also largely different) because it varies so much from person to person with these problems.
I did just that. I also went to the store and was told in no short terms I was to return it. I was told they had FAKE people complaing to get a free watch. I was just slack jawed.
I mean I paid you for the watch I was not like gee I got a rash let me keep the watch and give me my money.
I am aware people are ****** but I played ball I went a long with them. I emailed Tim Cook aka the executive support. I cc'd my support person I included my documentation.
I credit the lack of severity with seeing the rash start to form and getting out in front of it. I knew what to look for as my friend had one of those supper nasty Fitbit reactions. The moment I saw it I called in and saw a dr. The rash my friend had from pronged wear resulted in a month long rash and creams and pills it was bad. I wanted to avoid any issue. No one wants that. Apple response was well you can risk it trust us.
I talked to executive support and not much help there. They would swap the band at my cost. I informed them I returned the watch so they want me to go rebuy it and then buy a band and they will credit me. I was like that would have been workable before I returned the watch and moved on. I told them they should train there eng staff better on customer support. I was told to just keep wearing it. I was never presented a offer of a new band. I might have taken them up on that option. Sorry for the unhappy post. I do not know what I was looking for from support but not hey just wear the thing that hurts you or hey your trying to be leech. If I had wanted to spend that much money I would have to start. If I had known I was allergic I would have bought differently. The customer at fault is just not very apple.
This concludes my Apple watch saga. Good luck to those that have issues and really want to keep there watch. I wish you the best with Apple and your wrist issues.
This concludes my Apple watch saga. Good luck to those that have issues and really want to keep there watch. I wish you the best with Apple and your wrist issues.
I have an apple watch, milanese loop, 42mm. Within a few weeks of starting to wear it (early may 2015), I developed a nasty rash on my wrist right under the watch face. I stopped wearing the watch around June 20th, on advice of Apple Support. Have been in contact with them over last couple of months (phone, email, sent pics), and though they acknowledge the watch is causing the reaction, they have asked me to start wearing it again now that the reaction has cleared up, and to contact them when it comes back.... I just want to return the watch, £600 for a wrist inflammation is not a great consumer proposition, but have been told that's not Apple's policy given that the 14 day period after delivery has elapsed. Anyone had their watch accepted as a return following an allergic reaction like this?
Yes I had the same looking reaction and returned the watch well after the 14 days for a full refund.I have an apple watch, milanese loop, 42mm. Within a few weeks of starting to wear it (early may 2015), I developed a nasty rash on my wrist right under the watch face. I stopped wearing the watch around June 20th, on advice of Apple Support. Have been in contact with them over last couple of months (phone, email, sent pics), and though they acknowledge the watch is causing the reaction, they have asked me to start wearing it again now that the reaction has cleared up, and to contact them when it comes back.... I just want to return the watch, £600 for a wrist inflammation is not a great consumer proposition, but have been told that's not Apple's policy given that the 14 day period after delivery has elapsed. Anyone had their watch accepted as a return following an allergic reaction like this?
I returned mine inside the 14 day window. I also got the same email and run around jonnyfreeman. I was not a happy apple customer. The keep wearing it message needs to stop. They need to just say something is reacting with you for your safety we recommend you return it and we will refund you money the end or send you a new watch. This non-sense of oh the rash is gone lets do this to our self again is not smart. I had a friend with a fitbit he fallowed there instructions on oh wear it again after his first little rash came and went, that was a huge mistake he ended up with a multi month rash and had to have all sorts of medical attention. I think apple should learn from fitbit, if you have a user who can document your device caused a medical condition then you should accept a return / issue a replacement / and never advise you to wear the offending unit.
What a superb story.
Allergies are like that: from nothing happening to severe sensitivity literally overnight. And once sensitized you're likely to remain sensitized. You'll have to be careful about nickel-content alloys from here on out.
BTW I have the same model as your new one... hope you enjoy it as much as I do.
Allergies are like that: from nothing happening to severe sensitivity literally overnight. And once sensitized you're likely to remain sensitized. You'll have to be careful about nickel-content alloys from here on out.
BTW I have the same model as your new one... hope you enjoy it as much as I do.
I'd suggest also sending a thank-you to tcook@apple.com. He reads his emails (I can personally attest to that) and although you probably will not receive a reply, chances are good your comment will make its way through the support team.
Executives hear tons of complaints, but it's even more important that they hear kudos when earned. It helps them prioritize the company's efforts and hone its culture.