Replacement process experience

[Trogdor796]

So the tactic engine on my SS ML 42mm watch went out. A bit disappointing as I've only had it less than 3 months and been really careful with it. But all electronics have a failure rate, even apple's so I'm not too upset.

I was chatting with Apple online support and we determined it was a hardware issue due to the fact that the issue persisted through a factory reset of the device with no backup. Since I would be at an Apple Store in about a week I decided I'd deal with it there, and the support agent I was chatting with told me:

"if they have it in stock they can certainly do it there on the spot if not they can absolutely have it ordered and shipped to you"

Okay, so I figure they should have one in stock since this initial shortage is over, worst case scenario I wait a few days for one to be shipped to me.

At the store, they examined the watch and issue. I was then informed it would need to be sent to Apple so they could try to fix it and if not a replacement would be sent to me, and was quoted a turnaround time of 5-7 days.

Well, today I get an email saying my watch is ready and asking me to come PICK UP my watch at the store...

I'm a bit disappointed in the whole process. This is my first time dealing with Apple support and to be honest after everything I've read about how good they are, I expected more. This watch wasn't exactly cheap at $700, and not that it matter, but I also own an iPhone 6+ and the new MacBook.

Ideally it would have been swapped In store, especially after what the chat agent told me. If I buy a tv and it breaks, I can walk into Costco, bestbuy, wherever and walk out with a new one. Now, granted, I never asked if it was in stock or why they couldn't swap it in store but he person I talked too made it seem like it wasn't even an option, it had to be sent to Apple. Now, I honestly wouldn't even care that much but they fact that I have to drive back there and pick it up kind of pisses me off, as that store isnt exactly close and I was told it would be shipped to me.

I'm I being unreasonable about all this? I might try calling them and seeing if they can ship it, or I might just drive to the store so I don't have to wait any longer. 2 weeks without the watch working properly/in my possession has sucked.

 

[perkedel]

I'm I being unreasonable about all this?

probably. it's also apple's first new device, so they still have their red tape procedure worked on.
then again, you got it same day, so don't even complain.

 

[JayLenochiniMac]

Unfortunately, Apple has chosen not to stock white box replacements for the AW (unlike other iDevices to date). It won't do you any good to hassle the employees for Apple's policy, but complain to the higher ups after all is said and done.

 

[Trogdor796]

probably. it's also apple's first new device, so they still have their red tape procedure worked on.
then again, you got it same day, so don't even complain.

Sorry, but what do you mean by that?

 

[JayLenochiniMac]

probably. it's also apple's first new device, so they still have their red tape procedure worked on.
then again, you got it same day, so don't even complain.

First new device? You mean iPad, etc. weren't the first of its kind? No, it's just their silly policy not to stock white box replacements for the AW as they've been doing all along for other iDevices.

 

[Trogdor796]

Unfortunately, Apple has chosen not to stock white box replacements for the AW (unlike other iDevices to date). It won't do you any good to hassle the employees for Apple's policy, but complain to the higher ups after all is said and done.

I suppose, but if this is the case then he support agent shouldn't have led me to believe they'd swap it in store. I also don't understand why the reacemnt wasn't shipped to me, instead I have to pick it up.

 

[JayLenochiniMac]

I suppose, but if this is the case then he support agent shouldn't have led me to believe they'd swap it in store. I also don't understand why the reacemnt wasn't shipped to me, instead I have to pick it up.

We're just used to the expectation that we'd be able to swap it on the spot, as that's what we've been doing all along with other iDevices. In the AW's case, "swapping it in store" doesn't necessarily mean same day. Still, it doesn't make for a good customer experience and I think Apple should change this policy.

Not to mention that many so-called "Apple Specialists" have fed forum members misinformation, including insisting the Sport would come with two full sets of bands and that the bands aren't covered under AC+. Always take their words with a grain of salt.

 

[Night Spring]

probably. it's also apple's first new device, so they still have their red tape procedure worked on.
then again, you got it same day, so don't even complain.

No, OP didn't get it the same day. They shipped his watch back to Apple, then now he is being told to go back to the store to pick it up.

OP, I'd call the store and ask to talk to a manager, then tell them you were told that the watch would be shipped to you, and it is a hardship for you to come out to the store. At the least, they should give you a free band or something for your trouble. Also, email Tim Cook tcook@apple.com. He might not respond directly, but Apple needs to know that their customer service is slipping.

 

[Trogdor796]

No, OP didn't get it the same day. They shipped his watch back to Apple, then now he is being told to go back to the store to pick it up.

OP, I'd call the store and ask to talk to a manager, then tell them you were told that the watch would be shipped to you, and it is a hardship for you to come out to the store. At the least, they should give you a free band or something for your trouble. Also, email Tim Cook tcook@apple.com. He might not respond directly, but Apple needs to know that their customer service is slipping.

I'm leaving this Later this week on vacation so even if they agree to ship it I don't want to chance it not arriving in time. In figure I'll just go get it at the store and email time cook when I get back today, as it seems like it's not the store at fault but higher up support at Apple.

 

[JayLenochiniMac]

OP, I'd call the store and ask to talk to a manager, then tell them you were told that the watch would be shipped to you, and it is a hardship for you to come out to the store.

I don't think misinformation from Apple Support has any weight. After all, forum members were told they'd get two full sets of Sport bands and that bands aren't covered under AC+.

 

[Trogdor796]

Like I said, this is my first time using Apple support, so i have no idea "how it's always worked". I was told by the online support agent that if its in stock they will swap it on the spot, if not they will ship me a new one. The in store employee never mentioned having to come pick it up, they just said turnaround time of 5-7 days, so I just went off what I was told by their online support, that it would be shipped to me.

So not sure where you are getting me not understanding something I was told. All of my assumptions/complaints are based on exactly what I was told.

 

[Night Spring]

Like I said, this is my first time using Apple support, so i have no idea "how it's always worked". I was told by the online support agent that if its in stock they will swap it on the spot, if not they will ship me a new one. The in store employee never mentioned having to come pick it up, they just said turnaround time of 5-7 days, so I just went off what I was told by their online support, that it would be shipped to me.

So not sure where you are getting me not understanding something I was told. All of my assumptions/complaints are based on exactly what I was told.

As Other posters have said, online support has been giving a lot of misinformation about the Apple watch, but how were you to know that? When you email Tim Cook, I'd stress how the misinformation from online support was a major contributing factor to your frustration.

 

[Trogdor796]

As Other posters have said, online support has been giving a lot of misinformation about the Apple watch, but how were you to know that? When you email Tim Cook, I'd stress how the misinformation from online support was a major contributing factor to your frustration.

Will do, I'll remember to update those post after I email them.

 

[Defender2010]

probably. it's also apple's first new device, so they still have their red tape procedure worked on.
then again, you got it same day, so don't even complain.

First new device? You're having a laugh aren't u?!

 

[rihia]

I've had a similar experience this morning. I booked in a Genius Bar appointment for a lil chip underneath my black sport watch. Now I thought this chip was bizarre as anytime I put the watch down its on the charger and find it hard to believe something could have done that against my skin.

I have knocked the watch against walls, tables (including my stone bench top) and to my surprise not one mark is visible! But a chip underneath led me to believe the anodizing could be faulty in that area.

So I turned up for my appointment and was shut down immediately for the argument that it is a wearable device and these things happen. I thought was a valid point but to be so durable everywhere else doesn't make any sense to me.

I expressed my concern that the charger might be the culprit and that was shot down also, without him even looking at the bloody thing!

So I continued to complain about what software bugs I was having, the genius looking after me had no clue. I know I am technically minded with this but to have more knowledge than a genius really threw me.

End of the story he explained no replacement and they do not do anything watch related instore, everything gets sent out 7-10 days turnaround. Even software restores!!! His reasoning is like someone else stated, this is a new device.

In the end he quite rudely dismissed me while my watch was being repaired with my iPhone. To send a customer on their way and say "call AppleCare" with an unusable device has rattled my faith in Apple.

I have been with apple since the iPhone 4, dealt with Apple numerous times and this is the first time I can say i am truly disappointed.

From this experience it seems like they are fazing out there second to none customer service!

My concern is Apple is ditching the one thing I love most about them... Their concern for the user experience.

 

[Denmac1]

I've had a similar experience this morning. I booked in a Genius Bar appointment for a lil chip underneath my black sport watch. Now I thought this chip was bizarre as anytime I put the watch down its on the charger and find it hard to believe something could have done that against my skin.

I have knocked the watch against walls, tables (including my stone bench top) and to my surprise not one mark is visible! But a chip underneath led me to believe the anodizing could be faulty in that area.

So I turned up for my appointment and was shut down immediately for the argument that it is a wearable device and these things happen. I thought was a valid point but to be so durable everywhere else doesn't make any sense to me.

I expressed my concern that the charger might be the culprit and that was shot down also, without him even looking at the bloody thing!

So I continued to complain about what software bugs I was having, the genius looking after me had no clue. I know I am technically minded with this but to have more knowledge than a genius really threw me.

End of the story he explained no replacement and they do not do anything watch related instore, everything gets sent out 7-10 days turnaround. Even software restores!!! His reasoning is like someone else stated, this is a new device.

In the end he quite rudely dismissed me while my watch was being repaired with my iPhone. To send a customer on their way and say "call AppleCare" with an unusable device has rattled my faith in Apple.

I have been with apple since the iPhone 4, dealt with Apple numerous times and this is the first time I can say i am truly disappointed.

From this experience it seems like they are fazing out there second to none customer service!

My concern is Apple is ditching the one thing I love most about them... Their concern for the user experience.

Never settle for less. If you bought your product in good faith and is under warranty, you have the right to escalate. I had an issue with my first 4s. The 'Genius' said he couldn't pinpoint the problem. After letting the Manager know I was not happy with the first evaluation, they brought in a second 'Genius' and lo and behold, he agreed there was an issue and I was given an immediate replacement. Stand your ground. You pay premium price, you should get premium service.

 

[Newtons Apple]

Sounds to me that Apple is approaching the service on the watch differently. Glad I got AC+ !

 

[Night Spring]

Sounds to me that Apple is approaching the service on the watch differently. Glad I got AC+ !

But that's what I find disappointing about the way Apple is handling watch repair/replacement. For iOS devices, we don't need to pay extra to get same-day replacement, but for the watch, unless you pay for AC+ so you get express shipment, you have to send in your watch and wait for the replacement to come back. I thought that once the initial demand was met, Apple would start stocking "brown box" replacement watches in-store, but it seems like they aren't going to.

 

[CobraPA]

Sorry, but what do you mean by that?

How long was it before they let you know it was back in store? Curious what turnaround people are seeing.

 

[Newtons Apple]

But that's what I find disappointing about the way Apple is handling watch repair/replacement. For iOS devices, we don't need to pay extra to get same-day replacement, but for the watch, unless you pay for AC+ so you get express shipment, you have to send in your watch and wait for the replacement to come back. I thought that once the initial demand was met, Apple would start stocking "brown box" replacement watches in-store, but it seems like they aren't going to.

I would be disappointed too but Apple has its reasons and has different rules. We were never promised instant replacement but then again, Apple has always done the instant replacement thing on all their other devices if in stock. We could punish Apple and buy another watch while ours if off getting fixed and return it for a refund when our watch shows up again but I doubt that will change Apple choice on it's service.

Let's hope this is not going to be the new model for all devices in the future.

 

[Roller]

op is being pretentious little B.

If you dropped it off at the store it has to be picked up. Pretty sure they said that they will ship it to you if you ship in yours. That's how it always worked.

And asking for a gift because you didn't understand what they said ?

lol

What a nasty post! The OP didn't ask for a gift from Apple - all he wanted was what the support person promised him, which was to have the watch shipped back to him. As well, Apple's CSRs shouldn't be telling people that defective watches can be swapped in the store if there is a replacement in stock if that's not true. And, if someone chooses to bring their watch in, Apple should ask whether the customer wants to have it picked up at the store or shipped to them. My nearest Apple store is only about 10 minutes away, but for some it may be hours and far less convenient.

JayLenochiniMac is correct in saying that forum members are more likely to know about Apple's policy regarding watch replacements, but shouldn't Apple's own reps be even more aware?

An email to Tim Cook is a good idea. One question for the OP: You said that you were "chatting" with online support. By this I assume that you were engaged in a text chat. I always save those transcripts to prove what I was told if need be. If you happened to save the chat, I would send that along, as well.

 

[Bigdog9586]

I suppose, but if this is the case then he support agent shouldn't have led me to believe they'd swap it in store. I also don't understand why the reacemnt wasn't shipped to me, instead I have to pick it up.

Wonder why the phone agent didnt send you one and then swap and send back defective one. I thought that was how it worked or is that just with AppleCare+?

 

[JayLenochiniMac]

Wonder why the phone agent didnt send you one and then swap and send back defective one. I thought that was how it worked or is that just with AppleCare+?

It's the Express Replacement Service, free with AC+ or $29 if you don't have AC+.

 

[Night Spring]

It's the Express Replacement Service, free with AC+ or $29 if you don't have AC+.

I thought Express Replacement was available only if you have AC+. Do you have a link to where it says you can get it for $29?

 

[JayLenochiniMac]

I thought Express Replacement was available only if you have AC+. Do you have a link to where it says you can get it for $29?

I'll have to stand corrected. The $29 without AC+ is only for iPhone, etc. I suppose they'll make it available for the AW once (or if) they start replacing it like other iDevices (i.e., they start stocking white box replacements in store for same day replacement). Yet another thing to complain to Tim Cook about.