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PSA: New Apple Watch Owners Have to Return Entire Device for Ill-Fitting Solo Loop or Braided Solo Loop
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Just tied on the new band at the store and the fit one size down that was recommended was the one I liked.
Nah - this is a thread about the online store, not in store purchases. A Karen visiting the apple store would have her loop band swapped.
It's also not solely about inventory - it's about how the POS system works. It's fixable with a little internal developer focus.
Yet another fantastic Apple shopping experience. It just works!
Are you kidding me! Like no one saw this coming. Sport Loop works great. Adjustable & comfortable and washable!
If the sizing tool is fine for many, while also being wrong for many, I would assume:
1) people have different preferences in how tight or loose they like it (complicated by the O2 measurement needing a snug fit).
AND
2) some are not printing the sizing tool at 100%
I’m sure both are happening.
Also, Apple needs to have a better way to facilitate the exchange. They could send out the new band and charge you for the replacement if you don’t return the original, i.e., cross-ship.
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Oh I forgot about that, lol. Things have been relatively back to normal here in New York.
I watched a review on Youtube that said if you are between sizes you should get the smaller one for a more snug fit. Maybe Apple should provide this suggestion when purchasing this type of wrist band.
I also think that it would be logical to want your Apple Watch snug on your wrist for proper sensor contact.
I also think that it would be logical to want your Apple Watch snug on your wrist for proper sensor contact.
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Why not buy one of every size, shape, and color! They’re only $50 to $100 each!
Oh, by the way...
/s
swingerofbirch
macrumors 68040
The part about not criticizing the policies is normal, kind of.
But it was beyond normal.
For example, at the time I did AppleCare, there were MacBooks with user replaceable hard drives. Apple's manuals even had instructions on how to replace them (the manuals that came in the box). But we were strictly forbidden from acknowledging that and had to say that you had to select the size you wanted at the time of purchase because they could not be upgraded later. That was weird. We could not acknowledge that the hard drives were user upgradable even if the customer pointed it out.
Also, I worked from home, and I had to say I worked in a call center. I also had to say I was an Apple employee and was not allowed to say who I really worked for (a contractor that then contracted me—I was like an Uber driver if Uber had another level between it and the people who drive for it).
One annoying one, which seems to have changed since I provided work for Apple, was that we *could* take Apple iTunes Stores calls, but we had to lie upfront about it before we finally took them. So basically if somebody called in, we would first tell them there was no telephone support for the iTunes Store. We were only allowed to offer iTunes Support *if* they then complained and I got permission from a supervisor (which meant I had to put the caller on hold). There was a back channel I could then chat to iTunes Support at. It was slow and often not too helpful anyway.
We also were supposed to charge $29 for any call, including iTunes calls, outside the first 90 days of purchase if they didn't have AppleCare, and that was such a pain because it made customers absolutely furious. They had spent huge sums of money on Apple products, then paid for iTunes digital goods that didn't work, and were being charged to talk to someone. I could not apologize for that. I got the impression that the employees who worked directly for Apple could more easily waive the fee. For me I was allowed to get an exception from the supervisor (which meant putting the customer on hold) if there was a good reason for an exception, which could be as simple as inability to gain agreement (i.e. the customer was pissed off). That was one situation where I wish I could have told them I agreed that $29 for phone support for something you're paying us for makes no sense. And the thing is that Apple set us up to be yelled at because not only were we charging $29 which enraged the customers, but there was a built-in exception for people who became enraged over it (what Apple called inability to gain agreement).
Maybe these sound sort of normal for a large corporation, but imagine this were a mom and pop store down the street and the people running the store were people you knew and they lied like this and had policies like this. You wouldn't think of them as good people.
Edit:
The US page for per-incident support now has a redirect so maybe that was eliminated:
AppleCare Products
Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary telephone technical support.
www.apple.com
Apple's Canada page still advertises it, though:
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Folks, here’s an update from Apple. The Senior Advisor I spoke to said he has never heard of this sizing issue. He also checked with his colleagues and they also haven’t heard of this issue, so we can be sure this isn’t an issue because they talk to millions of people with these bands every hour. To troubleshoot, they’ll need you to download a fresh copy of the sizing guide. If there still is a sizing issue after you’ve confirmed the sizing guide gives a size that doesn’t fit, you’ll need to restore your band to factory settings and set-up the band as new. Once you’ve done that, re-apply the sizing guide. If the mis-size persists, they’ll need to escalate to engineering. To do that, the Senior Advisor will send you a file to collect diagnostic data from the band. You’ll need to plug-in your band and run the diagnostics tool, with Mail logging enabled. Once the logs are collected, you’ll need to physically zip them up and submit them to Apple. Engineering will get back to you within 48 hours with the instructions to keep your band updated with the latest version of the size guide.
By the way, the dude in Twitter post sounds really rude and entitled towards an innocent customer rep just doing their job.
Using a new tailor measuring tape, I measured a 6 3/16” yesterday. Apple’s tool said I was in-between sizes. A size 6 would be fine for a casual fit on the skin and I should get a size 5 for a snug athletic type fit. I decided to order the size 5. Hopefully, it won’t be too tight.
it's poor customer service, and I assume they will adjust.
But, Apple needs to change the way we buy watches, I should be able to pick any band I want at time pf purchase (I could buy them after the fact standalone anyway).
I'm ok "bundling" the watch sale ( have 10+ bands but there are so many who have way more) but choices are way too limited
But, Apple needs to change the way we buy watches, I should be able to pick any band I want at time pf purchase (I could buy them after the fact standalone anyway).
I'm ok "bundling" the watch sale ( have 10+ bands but there are so many who have way more) but choices are way too limited
Wow... Terrible policy for such a premium product. At some point, Apple should revise the policy to allow up to 2 free band exchanges in the Apple Store.
Ummm... what are you talking about. The Apple employee didn't post this chat. This is called iMessage lol, the guy who is complaining in the Twitter post took the screenshot clearly. Time to explore iMessage a bit more eh buddy!nice try on the joke though
Spoken with a lot of bravado for someone who clearly hasn’t dealt much with Apple Support.
FYI, chat with Apple is one of the forms of support, and it’s done over... iMessage.
Edit: if you’re splitting hairs over the use if the word “post,” I never read anything more into it than the Apple employee should not have said they agreed. I’d be surprised if many others thought anyone was trying to say an Apple employee was taking screenshots of their phone and posting them on Twitter.
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Yes, just absolutely dripping with entitlement that my $900 watch that I bought using the Apple sizing guide doesn’t fit right.
Apple has lost the plot. This is merely yet another example.
With the Apple Watch Series 6, Apple introduced two new band options, the Solo Loop and the Braided Solo Loop. These new bands are unique because they have no clasps, buckles, or other fasteners, and instead use a stretch design to allow them to pull onto the wrist over the hand.
Because these bands are not adjustable, Apple sells each one in nine different sizes to make sure each person gets a snug fit. To get the right sizing, Apple offers a printable tool [PDF] and also measurement comparisons so you can estimate size, but as it turns out, that sizing isn't always accurate and Apple's returns for ill-fitting bands ordered with one of the new Apple Watches are a hassle.
Customers who chose a Solo Loop or a Braided Solo Loop along with an Apple Watch Series 6 or SE and have a poor fit can't just return the band for a new size -- the entire Apple Watch has to be returned since it's considered a set.
Unfortunately, there are limited supplies of the new Apple Watch Series 6 models and the new bands, so customers forced to make a return are now having to wait from late October to late November for a new Apple Watch, depending on the model chosen.
There are complaints about Apple's return policy for the Apple Watch bands on Twitter and on a long discussion of the Solo Loop and Braided Solo Loop bands on the MacRumors forums. Apple Watch models that are not fitting properly must be returned in full, and Apple's online support staff has been offering no alternative.
Some MacRumors readers appear to have had luck getting a different-sized band without exchanging the entire watch in an Apple retail store, but it's not clear if that's going to be an option for all users, especially as most Apple Stores seem to have limited band stock. From the MacRumors forums:For those who haven't ordered yet, it's worth reading through the Solo Loop discussion on the MacRumors forums because it's filled with anecdotal fit tips from people who have already been able to try a Solo Loop or Braided Solo Loop. Several people have found Apple's printable measurement tool to be inaccurate, as some have even found measurement comparisons incorrect.
There seems to be a preference for a slightly snugger Braided Solo Loop due to stretch, while people have had less trouble with the Solo Loop, but it varies by person. A snug fit is also required for the Blood Oxygen monitoring feature to work properly. The best way to get a good fitting watch is to visit an Apple Store, but of course, that is difficult in some places where Apple Stores haven't reopened, and in others where the pandemic is continues to be a concern.
At the current time, there seems to be no clear option for people who have an ill-fitting band beyond waiting, but hopefully Apple Watch stock will improve and shipment estimates won't be quite as long as Apple's current November estimates.
Article Link: PSA: New Apple Watch Owners Have to Return Entire Device for Ill-Fitting Solo Loop or Braided Solo Loop
Weird. Originally I could only order the Solo Loop In-Store and when I arrived to pick it up (on release day) I asked if they happened to have the Braided Solo Loop. They said they did and could change it for me (just had to pay the difference). They didn’t make it sound like a problem.
The sizing tool they offered at the store was off, so I ended up with a band too big for my wrist.
I returned to an Apple Store today to exchange the Braided Solo Loop for a smaller one. They did it, no problem. I didn’t have to return my watch. Sounds pretty lame that some stores are asking for the entire watch be exchanged - what a waste not to mention the environmental impact. Sorry this has happened to many of you
While it's unfortunate that some are not getting the perfect fit, to complain about having to return the entire Apple Watch is just something you have to deal with. Right now due to the pandemic customers can't even try on clothes at any store. You have to buy them and try them on at home. If they don't fit you have to return them. Some Walmarts aren't even taking returns. They force you to go to the next closest store in a different city to do a return even though you bought it from that store. People are taking risks being the first man on the block with a new Apple product so while it's unfortunate there won't be more until November that's the risk you take being "First", especially during the pandemic where distribution is limited with every major company.