The Customer Service for Apple Watch Hermes is Garbage!

[tonoboon]

About the bad experience service from Apple Support my edition , last two week my edition show red exclamation mark on my watch . I called to support , no one can tell me what wrong on the watch and they has no service replacement in Thailand and I've to talk to senior support and wait very long.
I thought Apple should treat the edition customer well , but finally I realise they all the same.
Just only try on that gift you more experience in private room (in Tokyo).
I might expect toooooo much.

I don't get any good experience when I call with support. Sometime i google and fix it faster.

 

[Chupa Chupa]

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.

Understood. You better read my first post on this thread. 😉

 

[nicho]

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.

i wonder how they will handle accidental damage claims, though..

About the bad experience service from Apple Support my edition , last two week my edition show red exclamation mark on my watch . I called to support , no one can tell me what wrong on the watch and they has no service replacement in Thailand and I've to talk to senior support and wait very long.
I thought Apple should treat the edition customer well , but finally I realise they all the same.
Just only try on that gift you more experience in private room (in Tokyo).
I might expect toooooo much.

I don't get any good experience when I call with support. Sometime i google and fix it faster.

as someone has already said, that's because you live in thailand.

 

[JayLenochiniMac]

i wonder how they will handle accidental damage claims, though..

Good question. While accidentally damaging a band is rare, I bet they'll resort to replacing the whole thing (as they said that's the easier method) now that they're selling the AW Hermes online via the Apple Store.

 

[hownice2bhappy]

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.

Excuse me, all Hermès watch products (including this Apple Watch Hermès) have no warranty on their straps. Kindly refer to this officially:
http://usa.hermes.com/customer-service/international-warranty/usa

Quote...partially....
LIMITS OF THE WARRANTY
Damage resulting from repair services provided anywhere other than at an official or recognized Hermès repair center is not covered and shall void the Hermès Warranty. The Hermès Warranty does not cover any damage resulting from an accident, negligence or improper handling, nor does it apply, on a more general basis, if there is evidence of misuse or abuse.

Your Hermès Warranty does not cover the leather strap and/or crystals, if any, of your Hermès watch

Quote...Ended

 

[JayLenochiniMac]

Excuse me, all Hermès watch products (including this Apple Watch Hermès) have no warranty on their straps. Kindly refer to this officially:
http://usa.hermes.com/customer-service/international-warranty/usa

Quote...partially....
LIMITS OF THE WARRANTY
Damage resulting from repair services provided anywhere other than at an official or recognized Hermès repair center is not covered and shall void the Hermès Warranty. The Hermès Warranty does not cover any damage resulting from an accident, negligence or improper handling, nor does it apply, on a more general basis, if there is evidence of misuse or abuse.

Your Hermès Warranty does not cover the leather strap and/or crystals, if any, of your Hermès watch

Quote...Ended

Apple, not Hermes, is the one that sells the AW Hermes. We've already established that the band is covered under Apple's one-year standard warranty and AC+. In fact, the AC+ terms and conditions are exactly the same for AW Hermes and AW Edition.

 

[nicho]

Excuse me, all Hermès watch products (including this Apple Watch Hermès) have no warranty on their straps. Kindly refer to this officially:
http://usa.hermes.com/customer-service/international-warranty/usa

Quote...partially....
LIMITS OF THE WARRANTY
Damage resulting from repair services provided anywhere other than at an official or recognized Hermès repair center is not covered and shall void the Hermès Warranty. The Hermès Warranty does not cover any damage resulting from an accident, negligence or improper handling, nor does it apply, on a more general basis, if there is evidence of misuse or abuse.

Your Hermès Warranty does not cover the leather strap and/or crystals, if any, of your Hermès watch

Quote...Ended

quote "stop misquoting bollocks" end quote.

if you click on the link just below "HERMÈS WATCHES INTERNATIONAL WARRANTY" where it says "APPLE WATCH HERMÈS WARRANTY" you will see apple watch hermès is treated differently, although thank you for drawing attention to it in a roundabout way as i hadn't thought to check if hermes might have different terms.

for the record, the warranty on the apple watch hermes' band is actually as long as "the statutory period applicable to the country of purchase as from the delivery of the goods".

this does show though, that the band portion is not covered under the standard 2 year warranty from apple or applecare plus. there is a problem with that, in that they do not make any reference to that fact in their terms and conditions for applecare plus. they should. if the band is attached to the watch, with all other models it is viewed as being one and the same in terms of warranty cover (ie if i bought applecare plus on a SS with ML, the ML would receive the same cover).

the interesting question, which might change whether or not this is an issue, is what paperwork was included in the box? usually, a small booklet detailing the one year limited warranty for whatever region is included among other things inside the box. OP - did the apple watch hermès include a different note detailing the information on this page - http://usa.hermes.com/applewatch/warranty ?
[doublepost=1454404575][/doublepost]

Apple, not Hermes, is the one that sells the AW Hermes. We've already established that the band is covered under Apple's one-year standard warranty and AC+. In fact, the AC+ terms and conditions are exactly the same for AW Hermes and AW Edition.

having read this page - http://usa.hermes.com/applewatch/warranty - and not having access to the two year standard warranty information included in the hermes packaging, i'm not so sure anymore.

having said that, the applecare plus document doesn't say apple branded accessories, merely the accessories in the original packaging - http://www.apple.com/legal/sales-support/applecare/applecareplus/docs/applecareplusednaen.html which is a deliberate change from the applecare plus agreement for apple watch and sport, which spells out that it covers apple branded accessories. what non-apple branded accessories are included with the hermès other than the band?

 

[JayLenochiniMac]

having read this page - http://usa.hermes.com/applewatch/warranty - and not having access to the two year standard warranty information included in the hermes packaging, i'm not so sure anymore.

having said that, the applecare plus document doesn't say apple branded accessories, merely the accessories in the original packaging - http://www.apple.com/legal/sales-support/applecare/applecareplus/docs/applecareplusednaen.html which is a deliberate change from the applecare plus agreement for apple watch and sport, which spells out that it covers apple branded accessories. what non-apple branded accessories are included with the hermès other than the band?

Right, that's because bands are considered accessories in the watch world. Hermes bands aren't technically "Apple-branded accessories" and so they've used "accessories" instead.

In fact, when the AW first debuted, Apple used to list the bands under "Accessories" on the Apple Store site. However, shortly thereafter they revamped the website to have a separate section for "Bands", probably because they got too many inquires from customers wanting to purchase additional bands and couldn't find them on the Apple Store site (as these customers were unaware that bands are considered accessories and didn't think to look for them under "Accessories").

 

[nicho]

Right, that's because bands are considered accessories in the watch world. Hermes bands aren't technically "Apple-branded accessories" and so they've used "accessories" instead.

In fact, when the AW first debuted, Apple used to list the bands under "Accessories" on the Apple Store site. However, shortly thereafter they revamped the website to have a separate section for "Bands", probably because they got too many inquires from customers wanting to purchase additional bands and couldn't find them on the Apple Store site (as these customers were unaware that bands are considered accessories and didn't think to look for them under "Accessories").

It's just strange how hermès say Apple do the watch and we do or don't do the band, and yet the AppleCare document seems to suggest the whole lot is covered.

OPs treatment would suggest the former is actually correct.

 

[JayLenochiniMac]

It's just strange how hermès say Apple do the watch and we do or don't do the band, and yet the AppleCare document seems to suggest the whole lot is covered.

OPs treatment would suggest the former is actually correct.

Well, AC+ document also covers accidental damage and in the case of accidental damage, the customer would need to go through Apple rather than Hermes. We have yet to see how this will play out.

 

[Jvjlite]

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).

Ok, I know I'm responding to myself...but just to ask anyone who had not read my post:

Does anyone find it strange that Apple does NOT warranty/replace the lugs on their watches?? If I had not been sitting over a carpeted area when my watch fell off due to the screw falling off, my watch could have been damaged. Just wondering. As an aside, I went to the local Hermès store & had to explain to them how the band was attached - after being told that they could not replace the band (which was not the problem) because Apple had a "special" attachment that Hermès could not replace.

 

[JayLenochiniMac]

Ok, I know I'm responding to myself...but just to ask anyone who had not read my post:

Does anyone find it strange that Apple does NOT warranty/replace the lugs on their watches?? If I had not been sitting over a carpeted area when my watch fell off due to the screw falling off, my watch could have been damaged. Just wondering. As an aside, I went to the local Hermès store & had to explain to them how the band was attached - after being told that they could not replace the band (which was not the problem) because Apple had a "special" attachment that Hermès could not replace.

I don't believe that Apple would refuse to replace a defective lug. Have you contacted Apple again and explained to them that it's the defective lug rather than the band that's the problem. They may have to resort to swapping the whole thing out (like they told the OP).

 

[Jvjlite]

I don't believe that Apple would refuse to replace a defective lug. Have you contacted Apple again and explained to them that it's the defective lug rather than the band that's the problem. They may have to resort to swapping the whole thing out (like they told the OP).

With respect, did you read how long I was on the phone with them and the fact that I spoke with two different representatives? I explained the circumstance succinctly. I was told that replacing lugs was NOT a service they provide. Lugs were not available for replacement by Apple.

 

[jasie02]

With respect, did you read how long I was on the phone with them and the fact that I spoke with two different representatives? I explained the circumstance succinctly. I was told that replacing lugs was NOT a service they provide. Lugs were not available for replacement by Apple.

If it is me, I would told them since I only have one watch band 😉, my AW is no longer functional, and you demand Apple replace or send out to repair for you, since you bought it from them, not Hermes. Insist whole Apple watch you bought from Apple, not Hermes, no longer functional and Apple have to help you make it functional again, in any way.

Sometime play dumb and say something simple as AW no longer functional as watch, is better than explain to them too many thing, or ask for specific request. They don't necessary have to give you what you ask, but they have to help make you watch functional again.

 

[Jvjlite]

If it is me, I would told them since I only have one watch band 😉, my AW is no longer functional, and you demand Apple replace or send out to repair for you, since you bought it from them, not Hermes. Insist whole Apple watch you bought from Apple, not Hermes, no longer functional and Apple have to help you make it functional again, in any way.

Sometime play dumb and say something simple as AW no longer functional as watch, is better than explain to them too many thing, or ask for specific request. They don't necessary have to give you what you ask, but they have to help make you watch functional again.

I understand what you're saying. Unfortunately, since the watch was a Hermès Apple Watch, the powers that be with AppleCare+ decided to pass the problem on to Hermès who had no idea how to deal with the problem. I suppose my indignation goes to Apple for deciding not to handle it. I thought that was what this thread was all about.

 

[JayLenochiniMac]

I understand what you're saying. Unfortunately, since the watch was a Hermès Apple Watch, the powers that be with AppleCare+ decided to pass the problem on to Hermès who had no idea how to deal with the problem. I suppose my indignation goes to Apple for deciding not to handle it. I thought that was what this thread was all about.

Don't take no for an answer. Keep at them and they'll fix it.

 

[jasie02]

I understand what you're saying. Unfortunately, since the watch was a Hermès Apple Watch, the powers that be with AppleCare+ decided to pass the problem on to Hermès who had no idea how to deal with the problem. I suppose my indignation goes to Apple for deciding not to handle it. I thought that was what this thread was all about.

My point is sometime people treat you well, and do you favor, because you let them to be the expert, which supposedly is their job as expert of determine what the root cause of issue, instead of shown them how much you know, in their mind, by root cause for them and point out to them.

It's like you walk into your mechanic try to tell them what did they did wrong when they supposedly fixed your car, sometime it make situation worst than simply ask them to fix it, instead of try to point out root cause to them. And if they did not fix the 2nd time, as them to fix again, or time to go to another mechanic.

 

[Jvjlite]

My point is sometime people treat you well, and do you favor, because you let them to be the expert, which supposedly is their job as expert of determine what the root cause of issue, instead of shown them how much you know, in their mind, by root cause for them and point out to them.

It's like you walk into your mechanic try to tell them what did they did wrong when they supposedly fixed your car, sometime it make situation worst than simply ask them to fix it, instead of try to point out root cause to them. And if they did not fix the 2nd time, as them to fix again, or time to go to another mechanic.

Interesting analogy! Unfortunately in this case, all the mechanics work for the same company. I found my solution a more efficient use of my time after the time wasted with Apple support. As the OP titled this thread, "The Customer Service for Apple Watch Hermès is Garbage!"