Sports Band Doesn't Lock Into Slot - Experiences with Support?

[deeddawg]

Update 2: Resolved, comment posted @ end of thread.

Update: Neither chat support nor phone support were able to confidently identify the replacement Dark Gray Sport Band in their systems, and directly me to go to an Apple Store for assistance. I will do so in a few days.


Original:
I searched here best I could and found no existing threads, apologies if I missed something.

Has anyone had experience with Apple Support and a sport band that doesn't lock into the slot on the watch? How difficult was it to get it replaced? Going to a store would be a challenge at this time.

My SBTi S6 has been great with the various bands I've been using and now I've decided to try the bonus gray sport band (with Ti button) that came with the watch.

Problem is that the band piece with the holes doesn't click into place. Slides into the slot on the watch just fine - and locks in one direction but not the other. Slide it in from one side and it slides on through unimpeded. Slide it in from the other direction and it stops where it should, but will slide right back out the way it went in. Same behavior with that band segment in the other slot on the watch.

No issue with my other sport bands, sport looks, link bracelet, or other half of this sport band. They all work fine.

So I'm guessing a manuf defect with the included bonus band.

With it being the bonus band exclusive to the SBTI S6, I'm concerned at what sort of experience I'll have with Apple Support and thus am curious if anyone's dealt with this and what suggestions folks might have?

 

[nattK]

Just let Apple Support know and they can send you a replacement dark gray sport band. Shouldn't be a problem at all

 

[deeddawg]

Just let Apple Support know and they can send you a replacement dark gray sport band. Shouldn't be a problem at all

Online chat agent (second one, first one dropped the chat) offered a replacement with size 42mm...

... when I expressed concern whether it was a match for the dark gray sport band that came with my SBTI, the agent directed me to go to a store.

I'll try phone support when I have a gap between work calls.

 

[MacDevil7334]

Yeah phone support is usually the easier route when trying to get a replacement for a bundled band that is not sold separately. Heads up that sometimes your call may get routed to the sales dept. If that happens, you will probably need to start over, as sales cannot help you. You need to talk to support since you are essentially ordering a replacement part.

 

[Cotypubby]

I've had this happen with a couple bands. If you aren't able to get it replaced (or don't want to go through the hassle) a fix I have found is to insert the band so it's in place like normal, and then press down on the band firmly with your thumb pressing against the middle. You should be able to hear it click into place. Like this:

 

[deeddawg]

Yeah phone support is usually the easier route when trying to get a replacement for a bundled band that is not sold separately. Heads up that sometimes your call may get routed to the sales dept. If that happens, you will probably need to start over, as sales cannot help you. You need to talk to support since you are essentially ordering a replacement part.

Had a nice conversation with phone support.

Unfortunately the support agent was unable to find anything in her system that she was confident was the correct replacement and directed me to go to a store.

At present, it's a bit over an hour's drive to an Apple Store so I'll revisit this in a week or so when I'll be nearer to one.

 

[deeddawg]

Following up with the final results for the benefit of anyone else who might encounter this in the future.

An in-person Genius Bar appointment was successful in getting the replacement Dark Grey sport band ordered for my SBTi S6. Four days later the sport band arrived at the store and I was able to pick it up. The box with the replacement 44mm sport band is labelled with P/N: 605-05851 in case that helps anyone.

In all it was a bit of a hassle to get this resolved; I'd hoped phone or chat support could have handled it vs having to go in-person to a store. I had to wait a couple weeks to when I'd be near a store for a few days instead of a three hour round-trip drive. Lots of people never have that opportunity.