The Customer Service for Apple Watch Hermes is Garbage!

[nikster0029]

So, I have had a cuff Apple Watch Hermes, and the band came apart. I logically called Apple Support, and this is what happened.

1. I stayed on the phone for two hours, no joke, on hold so the technician could figure out how to order a new band for the watch.

2. After all the ****, she redirects me to an Apple Store in Palo Alto, where I talked for another thirty minutes (mostly on hold), getting absolutely no where. After 30 minutes, they redirect me to a Genius Bar guy. He says that I should Apple support again.

3. I call Apple Support, and they tell me to drive to San Francisco to address this issue at a Hermes store. Even though I have Apple Care Plus, I can't get a replacement for my band through Apple? I call BS on that. That is absolutely not how it works. They just threw me off to the side.

I am surprised that with my extra payment for Applecare+, nothing can be done for a BAND. They said it would be easier just to replace the watch with a new band for free... WHAT??

Thats my rant. Useless! I can't believe 3 hours on the phone got me no where!! I never had trouble with Apple Customer Service before, but this is garbage.

However, the band did age beautifully

 

[nicho]

So, I have had a cuff Apple Watch Hermes, and the band came apart. I logically called Apple Support, and this is what happened.

1. I stayed on the phone for two hours, no joke, on hold so the technician could figure out how to order a new band for the watch.

2. After all the ****, she redirects me to an Apple Store in Palo Alto, where I talked for another thirty minutes (mostly on hold), getting absolutely no where. After 30 minutes, they redirect me to a Genius Bar guy. He says that I should Apple support again.

3. I call Apple Support, and they tell me to drive to San Francisco to address this issue at a Hermes store. Even though I have Apple Care Plus, I can't get a replacement for my band through Apple? I call BS on that. That is absolutely not how it works. They just threw me off to the side.

I am surprised that with my extra payment for Applecare+, nothing can be done for a BAND. They said it would be easier just to replace the watch with a new band for free... WHAT??

Thats my rant. Useless! I can't believe 3 hours on the phone got me no where!! I never had trouble with Apple Customer Service before, but this is garbage.

However, the band did age beautifully

They said it would be easier just to replace the watch with a new band for free... Is that what they did?

 

[nikster0029]

They said it would be easier just to replace the watch with a new band for free... Is that what they did?

That is a potential option. I think that is a waste, but it may be the only path. If I chose to do so, I still would have to go to SF.

I told them that what would happen if I lived in another state? The Apple Watch is now sold online, so it shouldn't be exclusive to the SF Hermes store. A person in Colorado with an issue wouldn't be expected to drive 2 hours to possibly fix the situation. Anyways, thought it was just ridiculous.

 

[nicho]

That is a potential option. I think that is a waste, but it may be the only path. If I chose to do so, I still would have to go to SF.

I told them that what would happen if I lived in another state? The Apple Watch is now sold online, so it shouldn't be exclusive to the SF Hermes store. A person in Colorado with an issue wouldn't be expected to drive 2 hours to possibly fix the situation. Anyways, thought it was just ridiculous.

I assume from that Hermes deal with the bands and haven't provided Apple with spares for replacements?

It does seem wasteful, but it's also how they dealt with link band failures etc I believe in the early days last year. Something to do with keeping the SKUs together I'm not sure.

They should be able to overnight you an express replacement, surely, and then you send the old one back?

 

[nikster0029]

I assume from that Hermes deal with the bands and haven't provided Apple with spares for replacements?

It does seem wasteful, but it's also how they dealt with link band failures etc I believe in the early days last year. Something to do with keeping the SKUs together I'm not sure.

They should be able to overnight you an express replacement, surely, and then you send the old one back?

We will see! I got to call them tomorrow

 

[tonoboon]

The edition support is not so great as expect as well.

 

[nicho]

The edition support is not so great as expect as well.

I'm curious what problem did you have with yours

 

[Newtons Apple]

Yes I would like to know, too. What happened to this expensive band in such a short time.

 

[nikster0029]

I'm curious what problem did you have with yours

The cuff essentially can not hold the single tour strand in its place anymore. The cuff and the band are now seperate and they do not stay on together well

 

[nicho]

The cuff essentially can not hold the single tour strand in its place anymore. The cuff and the band are now seperate and they do not stay on together well

I was asking more about the problems with @tonoboon s edition.

Were the two pieces of the cuff originally stitched or just stiffly stuck together

 

[nikster0029]

I was asking more about the problems with @tonoboon s edition.

Were the two pieces of the cuff originally stitched or just stiffly stuck together

They are actually two separate pieces that are threaded through, but pretty impossible to separate the pieces because the openings where they are threaded through, are too small.

I would also like to know about @tonoboon watch as well
[doublepost=1454040511][/doublepost]Also, I called, and still have received no help

 

[JayLenochiniMac]

OP, so are you saying express replacement isn't possible with the AW Hermes even though you have AC+, even if that means swapping out the whole unit + band? It isn't going to be easier any other way because they do not stock white box replacements for the AW. Express replacement is the way to go if you have AC+.

The edition support is not so great as expect as well.

That's what you get for living in Thailand.

 

[nikster0029]

OP, so are you saying express replacement isn't possible with the AW Hermes even though you have AC+, even if that means swapping out the whole unit + band? It isn't going to be easier any other way because they do not stock white box replacements for the AW. Express replacement is the way to go if you have AC+.



That's what you get for living in Thailand.

Yea you hit it on the spot. No express replacement or anything

 

[hownice2bhappy]

IMO, I suggest you write (email) to the Manager(s) [ the retail shop where you bought that Apple Watch Hermès ]. According to my knowledge based on what Hermès usual rules and regulations, all straps never be under standard warranty even you bought a Hermès watch direct from them.

BTW; you cannot even special order (which you can for ordinary expensive Hermès watches) a replacement straps for this new product, Apple Watch Hermès !

The only solution gonna be; ask for a full refund of your AWH (this's what your email mail MAJOR contents), bought a new one at the same time at that Apple retail shop. Just my 2 cents.

 

[nicho]

That's what you get for living in Thailand.

And buying it in France.

 

[Jvjlite]

So, I have had a cuff Apple Watch Hermes, and the band came apart. I logically called Apple Support, and this is what happened.

1. I stayed on the phone for two hours, no joke, on hold so the technician could figure out how to order a new band for the watch.

2. After all the ****, she redirects me to an Apple Store in Palo Alto, where I talked for another thirty minutes (mostly on hold), getting absolutely no where. After 30 minutes, they redirect me to a Genius Bar guy. He says that I should Apple support again.

3. I call Apple Support, and they tell me to drive to San Francisco to address this issue at a Hermes store. Even though I have Apple Care Plus, I can't get a replacement for my band through Apple? I call BS on that. That is absolutely not how it works. They just threw me off to the side.

I am surprised that with my extra payment for Applecare+, nothing can be done for a BAND. They said it would be easier just to replace the watch with a new band for free... WHAT??

Thats my rant. Useless! I can't believe 3 hours on the phone got me no where!! I never had trouble with Apple Customer Service before, but this is garbage.

However, the band did age beautifully

I, too, had a problem with Apple Support for my Hermès ⌚️ single tour band. I also have Applecare+. The screw came out of the lug on my single tour band. All I wanted was another lug and/or screw to replace it. I was on the phone with Apple Support for over two hours, talking with first one support (?) person, then was transferred to another person who had more authority to handle problems with Hermès Apple Watch products. I was told that Apple did not replace lugs and/or screws for Apple watches. The outcome? I was given the choice of either going to a local Hermès store (which, BTW, were not authorized to sell Hermès Apple watches) or call the 1-800 number of Hermès to handle the problem. Apple did not "care"+,
only "care"-. My solution? I used a screw from another Apple Watch band I was no longer using (w/Loctite for security).

 

[nikster0029]

I, too, had a problem with Apple Support for my Hermès ⌚️ single tour band. I also have Applecare+. The screw came out of the lug on my single tour band. All I wanted was another lug and/or screw to replace it. I was on the phone with Apple Support for over two hours, talking with first one support (?) person, then was transferred to another person who had more authority to handle problems with Hermès Apple Watch products. I was told that Apple did not replace lugs and/or screws for Apple watches. The outcome? I was given the choice of either going to a local Hermès store (which, BTW, were not authorized to sell Hermès Apple watches) or call the 1-800 number of Hermès to handle the problem. Apple did not "care"+,
only "care"-. My solution? I used a screw from another Apple Watch band I was no longer using (w/Loctite for security).

I just called today and this is the conclusion I reached to after another hour and a half of issues

 

[Chupa Chupa]

This is the pitfalls of having licensing or partnership deal. SJ in his bio said one of the biggest mistakes he made was partnering with Moto on the Rokr because Apple lost control of the product but still got blamed for Moto's incompetence. Seems like similar is happening here. I guess as much as TC says he learned from SJ, he really didn't learn too much. Clearly there was a lack of planning about warranty service. It was just rush to the alter so Apple could issue a PR release "Hermes AW!" I think that is the kind of company TC is transforming Apple into being.

 

[JayLenochiniMac]

This is the pitfalls of having licensing or partnership deal. SJ in his bio said one of the biggest mistakes he made was partnering with Moto on the Rokr because Apple lost control of the product but still got blamed for Moto's incompetence. Seems like similar is happening here. I guess as much as TC says he learned from SJ, he really didn't learn too much. Clearly there was a lack of planning about warranty service. It was just rush to the alter so Apple could issue a PR release "Hermes AW!" I think that is the kind of company TC is transforming Apple into being.

I'm not so sure about that because Apple has refused to stock white box replacements across the board for all AWs, not just the AW Hermes. Since they don't do it for their in-house AWs, it follows that it'd be even worse for the AW Hermes.

 

[jasie02]

I think it come down to warranty agreement between Apple and Hermes. It is likely warranty agreement between them does not included Apple will handle any defective Hermes band. Hermes band is likely treated as same as Hermes purse or other Hermes product, it just happen to be attached with Apple Watch case and joined sell together.

 

[nicho]

I think it come down to warranty agreement between Apple and Hermes. It is likely warranty agreement between them does not included Apple will handle any defective Hermes band. Hermes band is likely treated as same as Hermes purse or other Hermes product, it just happen to be attached with Apple Watch case and joined sell together.

To be fair though, shouldn't the AppleCare agreement make some kind of reference to that?

 

[Chupa Chupa]

I'm not so sure about that because Apple has refused to stock white box replacements across the board for all AWs, not just the AW Hermes. Since they don't do it for their in-house AWs, it follows that it'd be even worse for the AW Hermes.

You make my point. Warranty service for the Hermes shouldn't be worse or more difficult than any other AW, but based on OP's story it isn't. Apple even sent him to Hermes b/c they couldn't help him or now how.

 

[jasie02]

You make my point. Warranty service for the Hermes shouldn't be worse or more difficult than any other AW, but based on OP's story it isn't. Apple even sent him to Hermes b/c they couldn't help him or now how.

If you buy a Hermes purse from a department store, you likely not going to get service from department store also. They will sent you to Hermes store or phone# or online.

Apple is join with Hermes on selling a Hermes edition watch withh Apple watch case and Hermes' band, Apple did not purchase a Hermes' band and sell it under Apple's name, not like any Apple watch band nor AW Edition band. Apple SS leather band actually made by ECCO, but it has Apple's name on it, not ECCO. It is up to Apple and Hermes' agreement for Hermes' band, and it is likely Apple is not going to pick up Hemes' warranty.
Running Warranty cost a lot of money to run, it is not free to run.

If there is Apple logo on the Hermes' band, that will be different story.

 

[nicho]

If you buy a Hermes purse from a department store, you likely not going to get service from department store also. They will sent you to Hermes store or phone# or online.

Apple is join with Hermes on selling a Hermes edition watch withh Apple watch case and Hermes' band, Apple did not purchase a Hermes' band and sell it under Apple's name, not like any Apple watch band nor AW Edition band. Apple SS leather band actually made by ECCO, but it has Apple's name on it, not ECCO. It is up to Apple and Hermes' agreement for Hermes' band, and it is likely Apple is not going to pick up Hemes' warranty.
Running Warranty cost a lot of money to run, it is not free to run.

If there is Apple logo on the Hermes' band, that will be different story.

If this is the arrangement then how can they be allowed to sell an AppleCare Plus agreement for the watch? One which covers the watch as sold (understood to include the band attached at point of sale) and makes no reference to the band being covered under a separate warranty.

Inclusive AppleCare is one thing, but AppleCare plus is an insurance product and I'm pretty sure it's not allowed to sell them on things that aren't actually covered. That would be fraud.

 

[JayLenochiniMac]

If this is the arrangement then how can they be allowed to sell an AppleCare Plus agreement for the watch? One which covers the watch as sold (understood to include the band attached at point of sale) and makes no reference to the band being covered under a separate warranty.

Inclusive AppleCare is one thing, but AppleCare plus is an insurance product and I'm pretty sure it's not allowed to sell them on things that aren't actually covered. That would be fraud.

They do warranty the Hermes band (i.e., they'll replace a defective Hermes band). They just don't make it easy by not having replacement band on hand and make you go through Hermes.

Really no different from not making it convenient for the customer by not stocking white box replacements for the AW, but it's replaceable one way or another.