My iPhone 6 shattered on launch day but I was able to go into the store and have it replaced that evening.
----------
Where are you located? Some stores have replacement watches and others don't.
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Replacement Policy On Watch Is Real Bad
- Thread starter TXCraig
- Start date
- Sort by reaction score
My iPhone 6 shattered on launch day but I was able to go into the store and have it replaced that evening.
----------
Where are you located? Some stores have replacement watches and others don't.
Understood. I confess, when confronted with a wall of text I tend to skim a bit and I missed that.
This is what happens when the store has no stock. It could be months before the stores actually carry any stock but Apple's warranty might be handled different as they have never had a wearable before.
Exactly my point. Everyone seems to want to debate if you should have to pay extra for replacement of a DOA device (I don't think that is the way it should be). The point I really want to make is- has Apple ever released a product that you could not get replaced in the store day 1? Even when there is a month or two waiting list for iPhones, those that have them can get them replaced if they are defective by walking into the store.
Apple is also very sketchy on what "express" replacement actually is. There seems to be no SLA.
Interesting points. It's not that the replacement policy for the watch is atrocious, per se. It doesn't seem any worse than any other manufacturer.
What is notable, however, is that it's not what we've all come to expect from Apple. We expect to be delighted by Apple.
So is this a blip, a temporary anomaly? Or is Apple succumbing to the laziness that plagues many large but mediocre companies who simply benchmark their own offering against their lackluster competitors and simply try to match them?
That would be pretty sad.
I still don't believe that a replacement is going to COST you $999, which is what you posted.
This is what I always do:
If it's within 14 days of your return policy, never call the support line. The 1-800-MY-APPLE store line is MUCH better as they have way more power to do things such as:
- Express replacement or exchange (you send in first, and the moment they track your shipment is moving they will process new order)
- Express replacement with courtesy gesture (free accessories of your choice)
- Return the product and get your money back if nothing works out
By calling Apple Store line, you ensure that the product is not refurbished or repair as they can only give you a brand new unit, effectively providing you with another 14 day return policy with a new warranty date.
Don't ever let Apple control you until it's past 14 days. Do inspect your watch carefully and make an informed decision. Even if there's a slightest problem, go through the regular line and I assure you your experience will be far better.
---
For my experience, when I called AppleCare+, they offered to repair my dead pixel watch within 14 day of purchase. When asked to get a brand new replacement, they were unable to because of their limited option set by their department. After they transfer me to the general 1-800-MY-APPLE, everything became VIP.
Think about it, they know you can still return it, so of course they will do whatever it takes to earn your sale. Whereas for support, most people who call are already certain they will keep the product so they won't give as much crap for satisfying you.
dL
If it's within 14 days of your return policy, never call the support line. The 1-800-MY-APPLE store line is MUCH better as they have way more power to do things such as:
- Express replacement or exchange (you send in first, and the moment they track your shipment is moving they will process new order)
- Express replacement with courtesy gesture (free accessories of your choice)
- Return the product and get your money back if nothing works out
By calling Apple Store line, you ensure that the product is not refurbished or repair as they can only give you a brand new unit, effectively providing you with another 14 day return policy with a new warranty date.
Don't ever let Apple control you until it's past 14 days. Do inspect your watch carefully and make an informed decision. Even if there's a slightest problem, go through the regular line and I assure you your experience will be far better.
---
For my experience, when I called AppleCare+, they offered to repair my dead pixel watch within 14 day of purchase. When asked to get a brand new replacement, they were unable to because of their limited option set by their department. After they transfer me to the general 1-800-MY-APPLE, everything became VIP.
Think about it, they know you can still return it, so of course they will do whatever it takes to earn your sale. Whereas for support, most people who call are already certain they will keep the product so they won't give as much crap for satisfying you.
dL
A senior advisor sold me AppleCare on Monday and setup an express replacement. He said it would ship in one day and come overnight. It's Friday and it hasn't shipped yet. I spoke to someone yesterday and they said that they have limited replacement stock so it's taking longer.
they can't do anything, that's the problem. They have ZERO stock. Stock is the whole issue with this whole thing. Mine has been in for a week, and its still processing.
They can't offer you a free band, nothing.. cause they have no stock
one of the benefits of apple care + is express shipment. i've had to use it with my iphones. they always put a hold on my credit card. it's their safety net in case i don't return the defective phone. i've never had a problem with them (or any company) putting a hold on my credit card for a replacement that they send me while i still have the original/defective item!
if you don't want apple care, then you send in the item and wait while it ships both ways... without the watch....
i'm a big fan of apple care, so i pretty much always get it....
if you don't want apple care, then you send in the item and wait while it ships both ways... without the watch....
i'm a big fan of apple care, so i pretty much always get it....
I said return, not exchange. I understand it's a difficult decision considering it's the newest, hottest, must-have gadget (for some people), but no consumer should have to deal with that.
I must have miscommunicated:
Original watch purchase: $999
Apple making me purchase AppleCare so I can get my watch replaced in a timely fashion: $75
Hold on my credit card until I send the broken watch back to them $610.
At this moment, I'm out $1,700 and I have a broken watch to show for it. Understand now?
----------
That's not a good thing!
I've never seen a warranty replacement process that handled it any other way. While you have two watches, you are on the hook for the price of two watches. When they get the broken one back, they release the credit card authorization. Note that you weren't charged $610.
When GM sells a new model of car, BEFORE one hits the market, they make sure there are ample spare parts in distribution.
When Apple sells a new version of the iPhone, they make sure the stores have ample supply of the replacement phones BEFORE they ship the first one.
What happened with the watch? If you don't have enough, do start selling them!
----------
I have.... as a long time Apple Customer I have had issues with laptops, desk tops, and just about every version of the iPhone.
You have always been able to go into the store and get your defective product replaced or repaired (with a smile I may add). This is part of the reason why Apple is one of the best and biggest companies on the earth. The Apple Stores will do neither for this product..... Understand?
If you are using a debit card and they put at 610.00 hold on your money... you might as well give it to them as you can't use it.
Last edited:
I think you're spinning this. The only difference with AppleCare is that they'll ship you the replacement watch first. This to me sounds like you just didn't want to send yours back until you get the new one. If they're sending you two watches, you're going to be (temporarily) liable for two watches. Don't like it? Send yours back and wait for a replacement.
Replacements don't take months, they are being prioritised. My replacement was shipped in 1 day.
Replacements don't take months, they are being prioritised. My replacement was shipped in 1 day.
I don't think you will be a big fan with AppleCare in this product, if you can't get your in warranty product repaired or replaced. My EXPRESS replacement has not shipped yet and others are saying theirs have not shipped in over a week... is this acceptable for AppleCare customers?
----------
No spin... why can't I take it to the store and get it replaced? I purchased applecare and we are on day 2... no shipment. I really don't care about the hold on my credit card other then the point that I'm out a lot of money with no working product.
AMEX has debit cards?
Because there aren't any watches in the store... why is this so hard for you to understand? There simply aren't enough watches on the earth right now for everyone who already bought one to have it, let alone enough to have every store store on the planet stocked with extras for replacements.
They DON'T exist! It's a reality. It's not the case that they have them behind the counter and they just don't want to give you one...
If you don't care about the hold - why make such a big deal of it? It's a hold - they haven't taken money. The only way you'll be out that money is if you keep both watches.
And you can't take it there because they don't have stock. It's that simple. The apple watch hasn't even been sold in store yet, stores aren't equipped to deal with sales, returns, or service, beyond basic troubleshooting/help.
Yep I get it and that's what I thought ... looks like you're missing the word "watch" in the sentence where you mention the thousand bucks in your post and that threw me off.
Really? You can make a Genius Bar appointment at any Apple Store for the watch... the problem is, they will tell you to call support if it has to be replaced. Why would they not be "equipped" day 1? They demo watches have been in the retails stores since April 10. The stores should have been trained and "equipped" to handle return, exchanges, and repairs 4/24. Why not just shut the stores down completely and do all your business over the web? You can't buy Macbooks in the stores either... I wonder if you can get them repaired in the stores.
Last edited:
My replacement - 13 days and counting.
Sent defective watch back (stupidly) and even with Applecare+ I'm still awaiting the replacement. Apple advisor has told me there is no stock and even though they have 'prioritised' the replacement it could still take awhile.
It's not like my replacement is a rare SS SG link or anything, mine is a 42mm SS WSB.
Needing a replacement is a lot more frustrating than waiting for a delivery because you've already 'bought' into the watch, played with it, liked it and decided to keep it.
Only then to get sent straight back to the end of the queue.
But.....it gets here when it gets here.
Sent defective watch back (stupidly) and even with Applecare+ I'm still awaiting the replacement. Apple advisor has told me there is no stock and even though they have 'prioritised' the replacement it could still take awhile.
It's not like my replacement is a rare SS SG link or anything, mine is a 42mm SS WSB.
Needing a replacement is a lot more frustrating than waiting for a delivery because you've already 'bought' into the watch, played with it, liked it and decided to keep it.
Only then to get sent straight back to the end of the queue. But.....it gets here when it gets here.