PSA: New Apple Watch Owners Have to Return Entire Device for Ill-Fitting Solo Loop or Braided Solo Loop

[G4RHL]

I guess I’m glad I ordered my braided size 6 band separately. I didn’t have much choice though - waited a few hours on launch day to order and shipping times had already slipped. Should have my navy blue watch with nylon band next week, and braided band in mid November...

Likewise.
I measured my wrist with a tape measure and got a longer size than using the bit of paper Apple ask you to cut out. I first ordered a size 7 then found, after much playing around that I ought to have ordered a 5. I cancelled the first order to order afresh with a size 5. The first order had barely been placed but the delivery time had dropped back from 1st October into November. So I ordered with a standard band and regained the delivery very time for the watch of 1st October. The braided band I ordered separately. It came today, 22nd September. A nice simple band and I am pleased I ordered a 5. It is a little tight pushing on over the hand but once on a comfortable fit and certainly not too tight or slack.

My concern will be to what extent it stretches and goes slack on me. The other silicone bands, including the Nike ones, do. I have had to tighten up by one hole from when I first got the bands, although it does take some time to stretch with use.

 

[Phone Junky]

Apple Had to know this whole 'different size bands for different size wrists' scheme would be a mess. Evidently they decided it was worth the hassle.

The only way it would be ok is to try on in store and there would still be people thinking the one they got was too loose or too tight and would be exchanging for a different one.

Putting the 'burden' on the customer to print out a measuring tool or wrap something around the their wrist and measure that and then input the result into the website to get the size they need is not going to end up with reliable results. Too many places for mistakes to be made.

All you need to do is watch iJustine measuring her wrist with the paper cutout and you can see where this whole thing goes south. If some people did the paper cutout thing and end up getting a band that is 2 or 3 sizes smaller, you have to question their self-measuring.

Even if everyone did the measuring right, some would like a looser fit, some a tighter one. Everyone is different.

The thing that really amuses me is people wanting a non-adjustable band on a watch that should be worn with a certain snugness for the sensors to work properly. Wrists shrink and swell throughout the day. My traditional watch with a stainless steel band was so loose yesterday that I used the micro-adjustment to snug it up and it was still a little loose. When I woke up this morning it was almost too snug.

I think the initial demand for these is because it's something new. I think the novelty will wear off. If these had been around all along and the regular sport band was just coming out, people would be clamoring for the new 'adjustable' band.

Oh, and one last thing. Nobody knows if these things are going to stretch out over time rendering them useless for the original buyer. Time will tell.

 

[Macmelman]

I'm sorry but only a moron would order a watch with a band that you cannot adjust. Humans gain and loose weight all the time and of course, the watch band needs to be adjusted. That's why 99.99% of watches have adjustable bands since their invention. Apple trying to reinvent the wheel is just messing things up. I always order my Apple Watches with the cheaper band, which is usually the sport band then if I want a different band, I would go to the Apple Store or order online when available.

Since I got my series 3 I have had weight variations of over 10 kilos and not a single time I had to change the position of my sport band. And that is not elastic like the new ones.

 

[honglong1976]

An easier option would be to sell the watch with an adjustable band and sell the loop separately (or bundle with the watch). At least this way, if the solo band is wrong, you can still use the watch and it stops unnecessary returns of the watch.

 

[Macmelman]

I wonder why they couldn't come up with a measurement process using the 3D photo/scanner in the phone, combined with a VR try-on.
Apple really dropped the ball, with a print & cutout? Who approved this?

I doubt that the method you are mentioning, which would take serious engeneering and a lot of money, would be in anyway more accurate than the piece of paper (which done correctly is probably good enough).

 

[Macmelman]

So here’s what I’ve got to say about this whole hullabaloo...according to apple’s measuring band I’m between 9 and 10 (more like 10 for comfort). When I went to the store to buy the watch on Friday I’m glad I actually tried it on first. My actual size was 7!
Now, on a separate note, just seeing how poor and utterly stupid this whole issue is being handled, I’m by no means surprised. I’ve had Apple Store damage my MacBook Pro while in repairs time after time this June (I mean I can’t even tell you how ridiculous it was, but basically they would fix one thing, but then the screen would be all scratched, then they’d fix that and on return the bottom of the shell would be scratched, then they would bring it to me and the new bottom would be all loose on one side have super wide gap on the side.....). I had to go during COVID and living 30 miles away from the Apple Store a total of 6 times. The solution was for my inconvenience to give me a 10% discount for a purchase of any device in the store. This was confirmed by their corporate when I dialed and escalated the issue. This is the bottom line: in 2020 the only thing that Tim Cook’s Apple cares about is profits and selling you more stuff. Customer service/tech support? Forget it. This is what happens when the company is being run by an accountant (truly nothing against the occupation) and not a visionary. I know I’ll get a lot of criticism for being so pessimistic and mad, but you know what? I remember when Apple would give you a new laptop if there was an issue and did extra to keep you satisfied as a customer. And I also remember when Genius Bar actually had very bright young men and women who cared and actually knew what they were doing. Right now, there are no standards. It’s all just sales/retail kids who know very little about the devices they sell. Sorry, it just makes me feel sad and nostalgic when this was more than a fancy brand. I miss the community. Anyhow, I’m sure I’ll get a ton of hate for this post, but good night everyone. Live long and prosper

I'm pretty sure that you did not print that at 100%. The default setting in many printers is "scale to fit printable area", which is smaller than 100%. That explains the huge difference you are seeing. For most people that actually checked it was 100% the difference is just one size or none and it fits perfectly.

 

[bronksy]

I've spent some time on the phone this morning to Apple. Of course they want me to return the strap and watch for a refund then sent me a new one with the correct size. I ordered a 44 blue with size 6 braided loop. It's too large.

They should have done it by asking what hole on your old Apple/Nike band you use at least as an option for trying to size this, so some people who have existing straps could have got this a little more accurate.

Advisor also thought it ridiculous.

However - what he said he would do is extend the return window to 30 days. He said if I can't get a new watch in 30 days to call back and see how it's going. At the moment it's saying November for the blue 44 and braided loop. So the 30 days won't be enough to get a replacement.

I've ordered a couple of other bands indifferent sizes (that are in stock) to see which fits and will return the ones that aren't right. Then I'll re-order a new watch which won't get charged until it ships anyway - and then hopefully return the one with the incorrect size.

What a stupid mess. Surely just allow the strap to be exchanged. Even if I bought a new strap he said they can't exchange it etc. Has to be a complete 'set'. Utter stupidity, especially as the strap is in full retail packaging anyway.

 

[gnipgnop]

A. Eli Hodapp sees that his wrist is "in between sizes" using Apple's paper guide
B. Eli Hodapp knows that the Series 6 is a launch product with constrained supplies
C. Eli Hodapp orders a Series 6 with the new band despite not knowing if it will fit correctly
D. Eli Hodapp receives the Series 6 and the band doesn't fit properly
E. Eli Hodapp rage tweets that it's all Apple's fault he can't get a new Series 6 with new band immediately

This is another candidate for the dumb Apple controversy Hall of Fame.

 

[TheBing1980]

Then there might be plenty of open box, err refurbished AW SE models for me to choose from.

Did you use the printable sizing band?

Looking beyond the fact that you can't purchase an AW (via retail that is) without a band, your idea is satisfactory to those desiring more than one band and can find the config with a band they like/want, then purchase a Solo or Braided Solo separately. So, it is a plausible approach for some buyers.

Fortunately, I'm not in a rush to get the watch and even less so for the Solo Loop as the few activities I see it being a big advantage for aren't in my near future plan.

I used the printable sizing tool and I measured my wrist with a tape measure. Both ways recommended the correct size.

I held the tape as snug as I could get it.

 

[Macmelman]

Did i read the article right? If an Apple watch owner buys the new strap from an Apple store, gets it delivered and fits it themselves, if the strap is the wrong size due to the sizing chart not being correct, the watch owner must send the complete watch back to Apple to have the correct size strap fitted?? That is just a bizarre decision. Just get the customer to send the strap back. Why implement a rule that would mean the customer being without their actual watch. I just don't get it.

No. You have to send the whole set back if you want to return the strap that came with the watch. If you get the strap separately that's an independent purchase and can be returned on its own.

 

[bronksy]

A. Eli Hodapp sees that his wrist is "in between sizes" using Apple's paper guide
B. Eli Hodapp knows that the Series 6 is a launch product with constrained supplies
C. Eli Hodapp orders a Series 6 with the new band despite not knowing if it will fit correctly
D. Eli Hodapp receives the Series 6 and the band doesn't fit properly
E. Eli Hodapp rage tweets that it's all Apple's fault he can't get a new Series 6 with new band immediately

This is another candidate for the dumb Apple controversy Hall of Fame.

It's not a controversy as much as the inaccuracy of the printable tool thing - and the logistic bottleneck of not being able to just swap out a strap!

 

[aaadktda]

I know I am going to sound like and ******* but remember when people other than you, the customers complained about Apple and the rules and systems it has in place? Most of you would dismiss their complains by saying that if they don't like how things are they should move on. Some would even deride them by saying that they should make their own phones and devices. Hey, it worked pretty well for Apple, didn't it?

So, what are you still doing here? Why haven't you moved to the other options that Apple invoked when saying it does not have a monopoly, for example?

Here's a better idea: Why don't you team together and make your own phone, tablet, watch and app store. Good luck, future trillionaires!

 

[kawalerzysta]

When I went to pick mine up they at first wouldn’t let me in the store even though I had an appointment. I told them I wanted to test the solo bands and if it was possible to trade bands if I wanted to. They told me no, not without exchanging everything. Glad I didn’t go with that band now and finding out I got the wrong size.

On a side note my wife was also wanting to see the blue watch for a possible trade to what she ordered. You’d think spending close to $1k and having an appointment Apple would accommodate. We got lucky that one employee stepped up, but guy at the door was really trying to keep us out. Whoever designed this system better reevaluate for the iPhone launch. Part of buying Apple is the experience and setting everything up in store (which would have been nice with my wife’s watch since it had problems) and getting pushed out quickly makes it a buzzkill.

Might be store dependent. I want to the store off the street to buy watch, but was not allowed in as well, they do appointments. They setup appointment time 45 minutes later. I came back, security people took temperature and I was let in. I was waiting for about 10 minutes with 3 people behind me in the store and larger line outside. As was was waiting associates were just milling around and talking to each other, so that was on par with my other apple store experiences. But once they got to me, service was excellent. Got watch that i wanted as well as charcoal braided loop. They used their own one time use measuring tool to get my size, I guess that is due concerns over virus. But then they brought different braided loop bands for me to try. I don't think that they have enough of sample bands to try for each customer each day. So I guess concerns over virus went out the window here. But it also tells me that even Apple store employees are aware that sizing tool is not good, since they brought out 2 sizes for me to try. I was measured size 10. However 10 was too loose and 9 was perfect.

 

[bronksy]

I know I am going to sound like and ******* but remember when people other than you, the customers complained about Apple and the rules and systems it has in place? Most of you would dismiss their complains by saying that if they don't like how things are they should move on. Some would even deride them by saying that they should make their own phones and devices. Hey, it worked pretty well for Apple, didn't it?

So, what are you still doing here? Why haven't you moved to the other options that Apple invoked when saying it does not have a monopoly, for example?

Here's a better idea: Whey don't you team together and make your own phone, tablet, watch and app store. Good luck, future trillionaires!

Do you need a cuddle?

 

[gnipgnop]

It's not a controversy as much as the inaccuracy of the printable tool thing - and the logistic bottleneck of not being able to just swap out a strap!

The "logistical bottleneck" is that it's a launch product with constrained supplies. Ultimately, that's what people are really complaining about. If it wasn't a launch product, nobody would think there was a problem with returning the entire purchase and quickly receiving a replacement.

Moral of the story: launch product = constrained supplies = not as easy to get a replacement.

 

[aaadktda]

Do you need a cuddle?

That would be nice!

 

[bronksy]

The "logistical bottleneck" is that it's a launch product with constrained supplies. Ultimately, that's what people are really complaining about. If it wasn't a launch product, nobody would think there was a problem with returning the entire purchase and quickly receiving a replacement.

Moral of the story: launch product = constrained supplies = not as easy to get a replacement.

I don't really mind waiting - but I think the issue that makes no sense is returning the whole box for the sake of a strap - which is both totally un-eco friendly but would also then send a load of used/worn watches back to Apple for absolutely no reason other than the inability to offer a strap replacement.

With something like AirPods- they will send you the L or R separately - even though you bought them as a kit.

This is some daft 'computer says no' situation that can be easily remedied.

OR they should then allow you to hold on to the product until replacements are available.

 

[PSeg90]

Can't wait til these get knocked off in better colors and cheaper on amazon.

 

[repoman016]

TBH the same logic could be applied to why would anyone buy a band that you can't try on and prove would fit correctly. I wouldn't

I guess they assumed the printed off sizing chart would be more accurate.

 

[gnipgnop]

I don't really mind waiting - but I think the issue that makes no sense is returning the whole box for the sake of a strap - which is both totally un-eco friendly but would also then send a load of used/worn watches back to Apple for absolutely no reason other than the inability to offer a strap replacement.

What reason do you have for believing that Apple has an abundance of those new straps to send out separately at launch? Also, the eco part isn't believable due to how small watches are to begin with. There's likely zero difference between returning the entire watch vs just the strap from an eco standpoint.

 

[Phone Junky]

Can't wait til these get knocked off in better colors and cheaper on amazon.

How about eBay? https://www.ebay.com/itm/Silicone-S...t-38-40-42-44mm/124341145696?_trkparms=ispr=1

😀

 

[bronksy]

What reason do you have for believing that Apple has an abundance of those new straps to send out separately at launch? Also, the eco part isn't believable due to how small watches are to begin with. There's likely zero difference between returning the entire watch vs just the strap from an eco standpoint.

I don't think they have an abundance of straps. I am still happy to wait but I am still suggesting to change a watch strap you'd need to not have a watch you've just had delivered.

Apart from the 'surprise and delight' that Apple want all their users to have - it's ruined when you can't enjoy your expensive new toy.

Of course there is a bigger eco impact on sending it all back - the watch then has to go and be processed for resale or put back into replacement AppleCare stock or whatever. There are people who need to do this, unpack, repack, test etc.

The straps are likely disposable - recyclable. They are also less packaging, less transport weight, less carbon footprint and so on.

 

[Russell67]

They can order a new band then sell the too large one on eBay. That would almost work out financially.

 

[gnipgnop]

Of course there is a bigger eco impact on sending it all back - the watch then has to go and be processed for resale or put back into replacement AppleCare stock or whatever. There are people who need to do this, unpack, repack, test etc.

Nope. The eco impact would be from the transport of the return, i.e., fossil fuel use from trucks/vans/planes etc. The band and watch have already been manufactured, so any eco impact from that has already happened. There isn't going to be a fossil fuel difference in returning the band only vs the band/watch.

 

[kawalerzysta]

When i look online it shows every store in southern california with zero stock. Do they have stock and just not updating the inventory on their website?

I think so. When I bought mine, they had plenty in the store inventory, but website was showing none.