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WARNING about Apple Service
- Thread starter kryptticAZ
- Start date
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why didn’t you just go to the Apple Store? They’re pretty close?
I opted for the advanced exchange option, it’s taken nearly a month and no shipping date.
The closest Apple Store to me is about 2 hour round trip once you factor in driving, parking, and waiting in line at the store. The shipping option (which Apple recommends) is much more convenient--when everything goes as planned, of course...
You keep beating that horse. That's not the value of your used watch. Take a few minutes and look up used prices for your watch. A few new replacements for that hold price are rotting on Ebay. Apple offered you a good deal. Likely the hold is to stop throwing the replacement on Ebay or elsewhere and sticking Apple the return.
I'm not asking for $1300. I'm asking for my watch back instead of a $500 base model that I have no use for.
They can't give you your watch back, that isn't Apple's fault. They have offered to compensate you.
Apple insures their shipments, right? They should at a minimum hand him the cash back that it was insured for, since they should be getting that from UPS. Sounds like they are trying to keep that cash and give him the cash equivalent in a used (or possibly new inventory saved for replacements) AL AW that he doesn't want. They arranged the shipping; he has no ability to file the claim with UPS and get the insured amount back.
The right thing to do in order (If option 1 is impossible, option 2 or 3 should be left up to the OP):
1) Provide a Ceramic AW of the same year model, refurbished with a new battery
2) Provide the insured amount received from UPS (likely to be delayed as the process plays out)
3) Provide a Ceramic AW of a newer year model (or one at the same initial price point) that they do have refurbished with a new battery.
To me, providing a newer(est) AL makes no sense...
I don't think Apple sell that model anymore (Ceramic Watch Edition) so they can't give him what they don't have. I also don't think it's reasonable to expect Apple to give him the full amount in cash value. Give him the current value of what the watch is worth which may be half, or offer a replacement which they did by offering a series 11.
I do think that Apple should have offered maybe the higher end Apple Watch series 11, not the Al one.
Oh, I see. So, did you record the phone call, anyway? It’s always a good idea to have evidence, even when you’re making a claim to UPS or Apple.
For me, I usually chat with AppleCare so that I can keep records of the iMessages i have with them in case I need to request a replacement or repair for any of my devices.
I completely agree that it’s absurd that they canceled the repair and didn’t mail back your watch. They also mixed it up with someone’s bashed Series 3 aluminum watch. But keep the emails; they still serve as evidence for your claims to UPS, Apple, and so on.
Spot on. But bro just a side note the series 5 is the last gen of ceramic Apple Watch Edition; the 6 and 7 edition is titanium only
Yeah, the “(or one at the same initial price point)” was meat to address that. And since he already has a Ti, the “(If option 1 is impossible, option 2 or 3 should be left up to the OP)” should cover that. In reality, Apple should be focused on option 2. I’m sure they are going to collect money from UPS, which by right is the OP’s money.
But offering an newer AL watch, just seems crazy…
If it was me, I would take any version of a SS or AWU over an AL replacement. It’s the least they can do. I would never want an AL AW…
In today’s AWs, an acceptable substitution is for a Hermes silver titanium Apple Watch S11 if a ceramic refurb series 5 ain’t existed in the AppleCare stockroom….
It totally feels like a disappointment and a shame if they replaced an edition ceramic with the entry level aluminium watch.
No, I didn't think I needed to record the call. Now I wish I had though.
In my case, that wasn't possible. I was on the phone for over 4 hours with supervisors, and the executive rep only called me after I wrote to Mr. Cook.
Yes, I have all the emails but none of them have any "proof" of wrongdoing or responsibility.
Just a note on this, there are some people who do not have Physical Apple Stores in their entire country, so they have no choice but to order from Apple Online and deal with them that way for returns, etc, as well.
I'm surprised at the number of people here just siding with Apple and towing the party line. The OP had his watch stolen. He sent it in to Apple in good faith, and someone nicked it pure and simple. Apple made him the offer, many here think he should have accepted that, which is fine. But the OP is perfectly entitled to reject that offer and ask them to improve it! For goodness' sake, he wasn't looking to pull a fast one. And Apple's response to a reasonable request to negotiate was to take all offers off the table! Sorry, but that is not reasonable behaviour from any company.
Does nobody here think that Apple went a bit OTT in their stroppy response?
Does nobody here think that Apple went a bit OTT in their stroppy response?
Darn. So really it’s still a needle in the hay to find the real culprit behind this story.
no one is siding with apple just reading the OP posts “UPS admitted responsibility “ i totally sympathize with the OP but apple has quoted received an S3 not a S5 ceramic so based on that an S11 is a reasonable solution from apple’s perspective but the OP sent an S5 ceramic via UPS it subsequently never arrived so unfortunately it became a nightmare for the OP. what is the solution without more information? without a third party legal representative? i would also feel somewhat peeved at dealing with it but i would have homed in on the UPS admitted responsibility and continuously banged on it as that was openly admitted. sincerely hope to hear of a favorable outcome for OP.
side note
i haven’t used apple support for over a year or so but i had an issue with airpods pro2 during that 3-4 days of calls to resolve i used the apple support app this had an history of all calls received,messages logged etc this was beneficial when dealing with various support representatives and yes numerous times one would contradict the other in their responses which at times i would mention what some other representative had quoted.
side note
i haven’t used apple support for over a year or so but i had an issue with airpods pro2 during that 3-4 days of calls to resolve i used the apple support app this had an history of all calls received,messages logged etc this was beneficial when dealing with various support representatives and yes numerous times one would contradict the other in their responses which at times i would mention what some other representative had quoted.
Then rant at who took responsibility, UPS. You could have taken the new watch, sold it and bought another my precious old, close to obsolete watch.
I think people keep forgetting, the OP is not the UPS customer. UPS has no ability to discuss anything with him. Apple took responsibility when they hired a delivery company (UPS). Apple needs to make it right, by making the customer happy, watch of equal value (at initial purchase) or providing him the insured value from the UPS claim.
The OP’s exchange is with Apple…
If the OP went to a delivery company and shipped it themselves Apple would have no responsibility here. But this is not what happened.
The OP’s exchange is with Apple…
If the OP went to a delivery company and shipped it themselves Apple would have no responsibility here. But this is not what happened.
Does the watch have sentimental value or something?
You would have been getting a watch that has WatchOS 26 that has a bunch of useful features beyond an unsupported one not getting updates.
Insurance gives you current value not what you paid for it.
True they should have given you another, but it's not a supported watch where they would have refurbs.
You would have been getting a watch that has WatchOS 26 that has a bunch of useful features beyond an unsupported one not getting updates.
Insurance gives you current value not what you paid for it.
True they should have given you another, but it's not a supported watch where they would have refurbs.
The problem is once your product gets older than a year or two old it's unavoidable - you have to send them in. And if you have to send them in there's a possibility that it could get lost or stolen.
The amount of people siding with the 3+ trillion company is nauseating.
Almost every poster criticizing the OP just for sending a Watch to repair, like he did something crazy or inappropriate.
MacRumors users (specially those that own shares), are always alert defending the loved company as this forum is somehow connected to Bloomberg's Terminal and stuff posted here will push down the stock price.
OP has every possible right to receive the exactly same model of device that he sent to be repaired under Apple own instructions and shipment method.
Is not up to Apple to decide what is fair price for a device that is not obsolete or vintage.
It gets even crazier when the posters then attack the aesthetic choices of the OP, and try to wise up him lecturing about jewelry value vs tech devices.
Almost every poster criticizing the OP just for sending a Watch to repair, like he did something crazy or inappropriate.
MacRumors users (specially those that own shares), are always alert defending the loved company as this forum is somehow connected to Bloomberg's Terminal and stuff posted here will push down the stock price.
OP has every possible right to receive the exactly same model of device that he sent to be repaired under Apple own instructions and shipment method.
Is not up to Apple to decide what is fair price for a device that is not obsolete or vintage.
It gets even crazier when the posters then attack the aesthetic choices of the OP, and try to wise up him lecturing about jewelry value vs tech devices.
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Apple don’t sell that watch anymore!! They can’t give him another Ceramic watch if they don’t sell it. OP was offered compensation in the form of a new Apple Watch, he didn’t want that.