So this.... [screen came off]

[anthonymoody]

To the OP - not sure where you are, but I would've tried another Apple store if at all possible, or even come back later or the next day to try another associate or speak with the manager. Store managers especially have wide latitude and discretion to do a full exchange beyond the 14 day period. I would bet that at 19 days there would've been someone who did the right thing for you.

Anyway, that does suck though. The defect shouldn't have happened, and they should've taken better care of you.

 

[Julien]

To the OP - not sure where you are, but I would've tried another Apple store if at all possible, or even come back later or the next day to try another associate or speak with the manager. Store managers especially have wide latitude and discretion to do a full exchange beyond the 14 day period. I would bet that at 19 days there would've been someone who did the right thing for you.

Anyway, that does suck though. The defect shouldn't have happened, and they should've taken better care of you.

You are talking to someone in the distant past. Your advice only works if you change from 14 day and 19 day to 14 months and 19 months.

 

[anthonymoody]

You are talking to someone in the distant past. Your advice only works if you change from 14 day and 19 day to 14 months and 19 months.

HA! Indeed I am. Sorry about that. The recent posts bumped it to the first page of threads so I assumed (oops) that it was current. My bad!

 

[sparkyfour4]

I treated my Apple Watch with kid gloves, I never hurt it or damaged it in any way. It went in a special drawer to charge. Yet the screen came off, popped off and stuck to my finger. Interestingly enough, the touch screen works perfectly while detached. The sapphire glass doesn't have a scratch. But it doesn't mater much when it's dangling from the watch ready to drop off and be lost forever. needless to say, I'm not happy my $700 watch would do this.

Moreso, I'm appalled by the way the Apple Store handled my problem. When I brought the watch in for an exchange, not only did they make me wait 50 minutes for someone to come out and tell me that it would take an entire week or more to get a replacement because they "didn't have any" as person after person walked by with my EXACT SAME MODEL WATCH they had just purchased on the spot, but it gave me ample time to unavoidably demonstrate the hidden "special feature" of a detachable screen to every customer who came into the store to look at the watches and expressed horror at mine. Rather the simply send someone out to exchange the watch, they created a ridiculous and embarrassing situation where I was awkwardly waiting around to be helped with my noticeably broken $700 purchase at the ACTUAL watch merchandise table (where they told me to wait). Long story short, I was endlessly questioned by would-be watch purchasers about my broken watch and thusly compelled to demonstrate.

50 minutes later I was then told because it had been 19 days since I had gotten my watch (even though I had ordered it on the first preorder date) I was not eligible to simply swap it for another one, even though they agreed it was obviously a manufacturer defect since the watch had no damage otherwise of any kind and was physically flawless.

I get that it's over the 14 day return period, but I didn't even want to return it, I just wanted a watch that wasn't broken after waiting months for it and because they HAD MY FREAKING MODEL IN STOCK. I've never been treated this way by apple before in my 20 years of dealing with apple products. I can't help but feel that this is a serious problem with the company and a total abandonment of their very best customers. Once the new apple has your money, they could give a flying **** about you. That's the way other tech companies are, not the way Apple is supposed to be.

I can totally relate to your frustration. I can't believe tha Apple would let these watches on the market without better quality control. I got my first Apple Watch 48mm Stainless Steel with Milanese band in November of 2015. By March 2016 it had stopped working. I called apple Support and they had me try this and that to recycle power onto the watch to no avail. Then she said ok send it in and as long as there is no water damage they would replace it free of charge. I had the apple care Plus Protection. BUT, she said, " If there is any sign of water damage then there would be a charge of $79 to replace the watch." I said ok and got off the phone. I had no sooner gotten off the phone than I turned my wrist over and the faceplate assembly just fell right off dangling by the small ribbon cable inside. i called her back and let her know that there was no way that I would take responsibility for water damage as the watch could not be water resistant in any way with the faceplate just falling off like that. She said ok and they sent me a free replacement. No major hassle. I happily wore the watch until March of 2017 (1 year) Two weeks ago, I noticed that there seemed to be a clunking sound coming from the watch when I would move my hand around. I turned my wrist over and the face plate/display fell out AGAIN! I called apple Support again and vented my frustration. The girl helping me was very nice and professional and sent me another replacement. I had to put a credit charge on my American Express Card before they would release anther unit but they did and now I am trying to sell it on Craigslist before it falls apart again. I want to try a series II and see if I have better luck.

 

[44267547]

You are talking to someone in the distant past. Your advice only works if you change from 14 day and 19 day to 14 months and 19 months.

For whatever reason, more than ANY other forum on this site, the Apple Watch forum has bumped Apple Watch threads from two years ago. I can't figure out why this is happening frequently on here. I think it's newer forum members NOT paying attention to the last thread date a post was made.

Not that it's a huge issue, but it makes it cumbersome navigating through threads that are non-existent.

 

[okwhatev]

I can totally relate to your frustration. I can't believe tha Apple would let these watches on the market without better quality control. I got my first Apple Watch 48mm Stainless Steel with Milanese band in November of 2015. By March 2016 it had stopped working. I called apple Support and they had me try this and that to recycle power onto the watch to no avail. Then she said ok send it in and as long as there is no water damage they would replace it free of charge. I had the apple care Plus Protection. BUT, she said, " If there is any sign of water damage then there would be a charge of $79 to replace the watch." I said ok and got off the phone. I had no sooner gotten off the phone than I turned my wrist over and the faceplate assembly just fell right off dangling by the small ribbon cable inside. i called her back and let her know that there was no way that I would take responsibility for water damage as the watch could not be water resistant in any way with the faceplate just falling off like that. She said ok and they sent me a free replacement. No major hassle. I happily wore the watch until March of 2017 (1 year) Two weeks ago, I noticed that there seemed to be a clunking sound coming from the watch when I would move my hand around. I turned my wrist over and the face plate/display fell out AGAIN! I called apple Support again and vented my frustration. The girl helping me was very nice and professional and sent me another replacement. I had to put a credit charge on my American Express Card before they would release anther unit but they did and now I am trying to sell it on Craigslist before it falls apart again. I want to try a series II and see if I have better luck.

I've had this issue come up an additional 7 times. As in seven. The number after six. Seriously.

They have never offered an upgrade to the series 2 (where, as the the Apple forums suggest, the issue has been fixed) or an option to get a full refund. So it's just replacement after replacement. The latest just did it after one month of kid gloves use. There's definitely a defect here that they won't address.

I know there's California lemon laws but I'm not too familiar with them. This will be replacement #8 and any suggestions would be great.

 

[wake robin]

I treated my Apple Watch with kid gloves, I never hurt it or damaged it in any way. It went in a special drawer to charge. Yet the screen came off, popped off and stuck to my finger. Interestingly enough, the touch screen works perfectly while detached. The sapphire glass doesn't have a scratch. But it doesn't mater much when it's dangling from the watch ready to drop off and be lost forever. needless to say, I'm not happy my $700 watch would do this.

Moreso, I'm appalled by the way the Apple Store handled my problem. When I brought the watch in for an exchange, not only did they make me wait 50 minutes for someone to come out and tell me that it would take an entire week or more to get a replacement because they "didn't have any" as person after person walked by with my EXACT SAME MODEL WATCH they had just purchased on the spot, but it gave me ample time to unavoidably demonstrate the hidden "special feature" of a detachable screen to every customer who came into the store to look at the watches and expressed horror at mine. Rather the simply send someone out to exchange the watch, they created a ridiculous and embarrassing situation where I was awkwardly waiting around to be helped with my noticeably broken $700 purchase at the ACTUAL watch merchandise table (where they told me to wait). Long story short, I was endlessly questioned by would-be watch purchasers about my broken watch and thusly compelled to demonstrate.

50 minutes later I was then told because it had been 19 days since I had gotten my watch (even though I had ordered it on the first preorder date) I was not eligible to simply swap it for another one, even though they agreed it was obviously a manufacturer defect since the watch had no damage otherwise of any kind and was physically flawless.

I get that it's over the 14 day return period, but I didn't even want to return it, I just wanted a watch that wasn't broken after waiting months for it and because they HAD MY FREAKING MODEL IN STOCK. I've never been treated this way by apple before in my 20 years of dealing with apple products. I can't help but feel that this is a serious problem with the company and a total abandonment of their very best customers. Once the new apple has your money, they could give a flying **** about you. That's the way other tech companies are, not the way Apple is supposed to be.

[doublepost=1494327740][/doublepost]The screen on my Apple first generation watch was loose and just fell off as described. This happened after almost a year of the battery getting very hot during charging. I'm wondering if the battery heating up has anything to do with the screen falling off and if so, the watch is defective and should be replaced by Apple. They have charged me 211$ + to replace the watch.

 

[talmy]

Just happened to my wife's first gen today. Going into the Apple store tomorrow. Watch still works, it just fell apart! I'll be really irate if they want to charge $200 for repair. A new series 1 would be $300!

 

[talmy]

Just happened to my wife's first gen today. Going into the Apple store tomorrow. Watch still works, it just fell apart! I'll be really irate if they want to charge $200 for repair. A new series 1 would be $300!

Repair is free, and anyone that has had to pay for this should contact Apple. The battery swells and pushes the screen off. There is a "secret" extended warranty for this. I missed this article here! https://www.macrumors.com/2017/04/28/original-apple-watch-repairs-extended/

 

[44267547]

Repair is free, and anyone that has had to pay for this should contact Apple. The battery swells and pushes the screen off. There is a "secret" extended warranty for this. I missed this article here! https://www.macrumors.com/2017/04/28/original-apple-watch-repairs-extended/

And three years is a nice advantage too. Good for Apple acknowledging the issue.

 

[talmy]

Just a followup. They didn't just repair the watch, they gave us a new one (not a refurb!) instead! Can't ask for more than that.

 

[kas23]

Repair is free, and anyone that has had to pay for this should contact Apple. The battery swells and pushes the screen off. There is a "secret" extended warranty for this. I missed this article here! https://www.macrumors.com/2017/04/28/original-apple-watch-repairs-extended/

This is what happened to me recently. My watch face came loose and was flopping around. There definitely was no trauma to the watch. I made a Genius appointment. They go through a flow chart and one of the things they check for is battery swelling (which is fairly subjective to the observer). He said my battery was swollen (which I hadn't noticed or looked for), which pushed the face off. They are sending me a replacement for free.

 

[imhereareyou]

Man, I took my time to read this, look at a fingernail that needs to be trimmed and I was going to reply to the OP but then I saw the date of this....

 

[talmy]

Man, I took my time to read this, look at a fingernail that needs to be trimmed and I was going to reply to the OP but then I saw the date of this....

Well the screens are still falling off, so the thread is still valid. What is important is Apple is now paying for the repair!

 

[kdw877]

maybe it was an overly enthusiastic swipe with those fingernails that took it off sorry they were just very distracting. lol

 

[Jay3271]

Ah ok. The heatwave here definitely sucks

The same thing happened with my watch, went to apple today. They have to send it in. I will have a new watch in 7 days. Patience....

 

[warburg]

What is even more common is for the back module to fall off. This happened to my wife's first series SS AW five times! She now has the ceramic Edition AW 2. So far, no problems.

 

[waytoomany]

My Apple Watch Sport 38mm Silver Aluminium Case with White Sport Band) was purchased online from Apple HK store and it was shipped to me on May, 2015.

In early mid April 2017, as I was walking down the street, the entire display of the Apple Watch popped out of the watch. The battery has swelled up to a point that the entire display half of the Watch was pushed out. As a result, I made an appointment with Apple Store Genius Bar and brought my watch for repair.

The same thing happened to my husband and friend’s Apple Watch, and both of them got a replacement for free within days. However, after I brought my watch in, I waited until early May until I received an email to go to Apple Store to pick up, only to learn that Apple refused to replace my broken watch.

My husband brought his in on March 28, 2017, and was told to pick up his replacement on March 30, 2017. My other friend also managed to get her replacement for free. However, after weeks of waiting, I was told I have to pay to repair mine! The exact same problem (swelled up battery, popped out display), why is Apple’s policy different for different customers?

This is clearly a known problem for first generation Apple Watches. In fact, I read online that Apple has extended the warranty for the Apple Watch to 3 years because of this very problem:

http://www.zdnet.com/article/ballooning-battery-apple-watches-get-an-extra-year- of-warranty/

I was not given a reasonable reason why I have to pay for my repair when the other two examples I cited above received their replacements for free.

Needless to say, I am not happy with the situation. ***** And how can I file a formal complaint?

 

[talmy]

I was not given a reasonable reason why I have to pay for my repair when the other two examples I cited above received their replacements for free.

Needless to say, I am not happy with the situation. ***** And how can I file a formal complaint?

Go back to the store or call AppleCare and reference the information in the original 9-to-5 Mac article which lists the internal Apple documents. Note that you would have to pay for the repair if the watch has other damage (cracked crystal or signs of water damage, for example).

 

[okwhatev]

Just wanted to report hat Apple did in fact take care of me, upgrading me to a series 2. I can report that the series 2 doesn't have any of these issues so far so it appears they fixed it. Kudos for Apple for taking care of me and genuinely fixing the issue with a model that fixes the problem

 

[44267547]

Just wanted to report hat Apple did in fact take care of me, upgrading me to a series 2. I can report that the series 2 doesn't have any of these issues so far so it appears they fixed it. Kudos for Apple for taking care of me and genuinely fixing the issue with a model that fixes the problem

The issue with the bulging batteries was primarily prevalent in the early manufacturered first Generation Watch (April 2015/beyond) and not applicable to Series 2. I have not read or heard of any this issue being reported with Series 2.

https://www.macrumors.com/2017/04/28/original-apple-watch-repairs-extended/

 

[lucco78]

Hi, here my 1st gen!

 

[okwhatev]

The issue with the bulging batteries was primarily prevalent in the early manufacturered first Generation Watch (April 2015/beyond) and not applicable to Series 2. I have not read or heard of any this issue being reported with Series 2.

https://www.macrumors.com/2017/04/28/original-apple-watch-repairs-extended/

Never said it involved series 2. I'm saying Apple replaced my first generation stainless steel watch with a series 2 stainless steel. That's after the problem With the first generation watch repeated itself a rediculous amount of times. I never wanted a "free upgrade" I just wanted the Apple Watch without that serious defect. I never asked for my $700 back, I just wanted a working watch. Their solution at my suggestion has so far actually been the solution. I am very happy they actually went with my request and think In this case it was absolutely the right decision as the series 2 doesn't appear to have the headaches of the first generation at all

 

[SDColorado]

My wife's first gen came apart today, but actually the back sensor, not the screen. Back sensor popped loose and was hanging by the wires. Apple, of course, is taking care of it for her.

 

[lucco78]

So, today my wife replaced 1st gen. arrived... and, big surprise, it's a Series 1!!!