WARNING about Apple Service

[AndrewR23]

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?

This. But then I see the people defending Apple and its the same old users who defend them for years.

 

[goldmac2006]

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.

Which is when the vintage and obsolete Apple products list comes into play.

Apple Watch Series 5 isn’t classified as obsolete or vintage at all. Only Apple Watch Series 4 and Apple Watch Series 3 are vintage, series 0 to 2 are obsolete

Obtaining service for your Apple product after an expired warranty - Apple Support

Learn about your options for getting service and parts for Apple devices that are past their warranty period.

support.apple.com

 

[goldmac2006]

This popped up on my feed…

https://www.reddit.com/r/iphone/comments/1nd08a8/finally_let_down_by_apple_after_15_years

But this version of the story is spotlighted on iPhone 15 Pro.

 

[DCIFRTHS]

This popped up on my feed…

https://www.reddit.com/r/iphone/comments/1nd08a8/finally_let_down_by_apple_after_15_years

But this version of the story is spotlighted on iPhone 15 Pro.

I read the post on reddit. If the story is accurate, that is really unsettling.

 

[goldmac2006]

I read the post on reddit. If the story is accurate, that is really unsettling.

That post involved a mail in AppleCare repair for an iPhone 15 pro max via express replacement service, which they got the wrong iPhone too. Initially sent in as some sort of antenna gate like issue then the replacement was all bashed up.

 

[Fantasigraphic]

Insurance gives you current value not what you paid for it.

Exactly about insurance. People don’t understand what it exactly is/covers. The best example I tell people is - if you write me a $50k check and FedEx/UPS loses it or is destroyed, you’re not getting $50k from FedEx/UPS, you’ll get the value of the paper of the check.

People also think by declaring a higher amount for insurance than what FedEx/UPS gives them, that’ll add towards the value, which in essence, it doesn’t.

 

[dotzero123]

Sorry this happened to you. I would be absolutely pissed if someone stole my watch and the ‘final decision’ is to do nothing. Not sure if it’s possible, but I’d file in small claims court. Bottom line, someone stole your property under UPS/Apples care.

 

[bruinsrme]

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...

Apple, like many other companies, insure packages based on their value/loss not retail. So an new AL might be equal to the insured value.

With that I just completed the advanced exchange process. they hit my credit card for whatever, waited nearly 4 weeks to get the replacement, sent the damaged one back and the case was closed.

 

[kryptticAZ]

Apple, like many other companies, insure packages based on their value/loss not retail. So an new AL might be equal to the insured value.

Well, that's moot at this point since they aren't even offering an Al now. And if that was their logic, all they had to do was tell me so. Instead, they offered an Al and then changed their mind the next day with no explanation. For all I know, they actually made money off of me by filing the insurance claim and keeping it themselves.

I hope whomever at Apple or UPS that stole my watch is enjoying it. And I hope my experience serves as a cautionary tale for others choosing to use Apple's "reliable" service process in the future.

 

[Morrissey]

In my case I sent a pair of Airpods Pro 2 for express replacement, and it was a very bad experience, since the beginning the agent took my info wrong, the hold charge was like $200 plus the $19 for the Apple Care+, the case and the airpods were damaged and the agent just reported the airpods it was not like an apple service at all

 

[JT2002TJ]

Well, that's moot at this point since they aren't even offering an Al now. And if that was their logic, all they had to do was tell me so. Instead, they offered an Al and then changed their mind the next day with no explanation. For all I know, they actually made money off of me by filing the insurance claim and keeping it themselves.

I hope whomever at Apple or UPS that stole my watch is enjoying it. And I hope my experience serves as a cautionary tale for others choosing to use Apple's "reliable" service process in the future.

I didn't mention it before, but your post just reminded me of one time I did an express replacement for an iPhone, maybe it was my iPhone X (not sure which).

I did an express replacement and sent in my old phone with find my off as expected. There was confirmation that the package was signed for at Apple, but they misplaced it. I did have to spend a not insignificant amount of time on the phone with different levels of support to finally get my hold returned to me. It should have been a 5-minute ordeal. They somehow misplaced it, probably before they were able to validate that my phone was turned in as expected. They did refund me, but they wanted to continue to wait until they found it... Not my problem, they signed for it... I think it had been over a week since it was delivered to them when I called in.

 

[goldmac2006]

In my case I sent a pair of Airpods Pro 2 for express replacement, and it was a very bad experience, since the beginning the agent took my info wrong, the hold charge was like $200 plus the $19 for the Apple Care+, the case and the airpods were damaged and the agent just reported the airpods it was not like an apple service at all

Isn’t AppleCare being a joke now with being stingy about replacements? Seems like more people are coming out about it than I thought.