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Screen popped off Apple Store doesnt want to fix

Cannot believe how bad apple has gotten


So get a call my watch is ready for pickup thursday

Go to the store to get the watch. Its my old broken watch. They start reading the notes and say its not getting fixed without $$$. I say they told me it would be fixed at no cost to me and she said no theres damage. After arguing back and forth i see her little ipad and the notes explicitly say to fix it at “NO COST”.
She then backtracks and says she will personally take care of it and she is so sorry for the inconvenience and she will call me friday when its done

Friday comes and goes and no phone call

Saturday i call back and speak with a “manager” ian at the roseville ca store. He said they “dropped the ball” on this and will resubmit it. He then promises worst case scenario it will only cost HALF repair fee??? Wtf. I asked him about what apple said and he said it doesnt matter what apple said.

He then says he will have someone process it please hold. The new person gets on the line and says yea its going to cost no matter what. Half price do you want it fixed?

I then ask for ian again. I said you JUST told me 2 min ago that you said you were going to submit it for the no cost and “worst case” it would cost half. He then admits that yea its going to cost So he literally just lied to me. I called him out he said “HAVE A LOVELY DAY” and hangs up on me
 
something doesn't add up Chris, I can imagine how frustrating that is but kill 'em with kindness. is there another apple store you can try etc.?
 
I dunno im on the phone with apple right now making a formal complaint and seeing where to go from here

There seems to he a huge disconnect between the store and apple.

Apple keeps assuring me they will fix it for free they just need the store to send it in coded “correctly” even after receiving it.

The store is basically refusing to do so so my watch just sits there. This is ridiculous. I get 2 totally different responses between the store and the customer service
 
Chris916 said:
So he literally just lied to me. I called him out he said “HAVE A LOVELY DAY” and hangs up on me
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Apple representatives are not trained hang up the phone on any customer whatsoever, as matter fact, they actually have to wait until the customer disconnects first and then they hang up the phone. So if that representative hung up the phone on you intentionally, and everything you’re saying is entirely accurate, that I would file complaint against that employee. Unless there is more to the situation you’re not elaborating in the thread.
 
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Nope. Exactly what happened. He screamed have a lovely day and hung up the phone on me. Name is Ian. Works at roseville, ca store. Claims to be the store manager. Im still talking with apple (50 min call so far) trying to get this resolved.

He hung on me because i caught him lying and he didnt know what to say. This isnt a phone rep though, its the “manager” at the apple store

So far the rep can only offer me 60 percent off. Theres a 14 page complaint on apples website about these watches with the exact same problem and damage with apple refusing to fix.

My next step is to draft a formal letter and email send it to apple consumer reports local news and see if anyone wants to help. This clearly is a problem appl is trying to hide and im guessing they are just hoping i go away. The manager hanging up on me was the last straw
 
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Slight phrase changes with big difference in meaning. I do see a pattern. Could mean nothing. But experience says otherwise.

The device shouldn’t have come apart. But always treat your opponent with respect. They can’t fight that.
 
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My watch was still sitting at the store as of today but apple called me today to apologize. They supposedly had a tier 2 manager override everything and are instructing the store to send my watch in. Supposedly will be taken care of this week for free. Crossing fingers. Its now been about 3 weeks, 12 phone calls, 4 trips to the store and a letter to tim cook(supposedly), a class action lawyer, consumer reports and my local news watchdog. Not sure what triggered what.
 
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If i was you, i would record every phone call and store meeting you have with any Apple staff. Do this and post on here everything you can. If everything you say is true, the evidence gathered here will cause a snowball effect which will eventually get your problem solved, and hopefully help repeal the arrogance the non-genius Apple Genius glorified board-swappers really are.
 
I dont even see how an “impact” from the outside would cause the screen to explode outward from the inside anyway. I have a square crack all the way around the watch, with the screen popping outward (uncracked on the face) l, which is exactly how you would picture it looking if you imagined the watch exploding from the inside out. Supposedly i will have a new/fixed watch by saturday. This has been handed off to 9 different reps throughout apple now.

I also find it strange that the apple store has no traditional “manager”. They insist that all “team leads” are managers with all the same authority, and there is absolutely no one above them at the physical stores—ever. No actual manager, no district/regional manager whatsoever. I have asked countless times for a name/number/ business card for ANYONE above them, and have gotten the same response every single time.
 
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Tagging this to see a hopeful good outcome. I had a S2 and was weedeating and a rock broke my screen, did have AC+ and had a new watch on my arm the next day. I never went to a store, just a phone call to Apple. I’m guessing the AC I had bought is what made it a simple process. Good luck and hoping you get a new watch Saturday.
 
Chris916 said:
I dont even see how an “impact” from the outside would cause the screen to explode outward from the inside anyway. I have a square crack all the way around the watch, with the screen popping outward (uncracked on the face) l, which is exactly how you would picture it looking if you imagined the watch exploding from the inside out. Supposedly i will have a new/fixed watch by saturday. This has been handed off to 9 different reps throughout apple now.

I also find it strange that the apple store has no traditional “manager”. They insist that all “team leads” are managers with all the same authority, and there is absolutely no one above them at the physical stores—ever. No actual manager, no district/regional manager whatsoever. I have asked countless times for a name/number/ business card for ANYONE above them, and have gotten the same response every single time.
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Was the battery swollen?
 
Chris916 said:
How big would it have been? Like immediately noticeable? Not really sure.
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Battery swelling does _not_have to reach a certain size to be noticeable. If it looks bloated or the battery pouch seems puffy, its another warning sign of battery swelling, especially if it forces off the display.
 
Chris916 said:
Dammit, someone beat me to it. I was literally in talks with an attorney about all this O well. Supposedly my new watch is ready at the store for me, going to pick it up after work. Last time it was just my busted watch repackaged, so not claiming victory until i see it for myself.
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Any news today?
 
Resqu2 said:
Any news today?
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Well got a new one

Att cant seem to figure out how to cancel the old one and replace it with the new one now. They keep calling me back but its not working. Does anyone know if u jave to pay the $10 activation fee again?
 
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