Watch face fell off. How can I get by till new models arrive?

[JonnyIreland]

This was a cool conversation, nice to see lots of different input and opinions without bashing each other!

I decided to go the Macgyver route and fix it myself... I don’t see the point in ploughing $124 into a launch edition SS Watch, regardless of the initial value. As OllyW said above, resale value is minimal at this point and it’s not like the official Apple battery has served me well, so I’ll roll the dice on an eBay battery at this point.

I also wanted to say that between disconnections and fobbing me off, I spoke to a total of 5(?) different Apple reps since last night and I made a point of not being rude, I even went so far as to prefix many of my comments with “this is not personal” or “this is not meant to criticize you, but..”, however the senior representative that I talked to on the phone this morning was a straight up rude *******, so the gloves did come off a little.. although I never made it personal and I did nothing more than counter his arguments with mine.

Also, I’m gonna end by saying that I feel no sense of entitlement (I’m outside my warranty and Apple don’t owe me anything in that sense) and I was hoping that Apple would “do the right thing” (in my opinion) and admit the defect, then repair accordingly. As they chose not to do this, I also choose to vote with my wallet and my era of being so deeply (& financially) entrenched in the Apple ecosystem is coming to an end.

 

[44267547]

It’s three years old, isn’t going to get any more OS upgrades and is almost worthless on the second hand market. I’d have a go at repairing it myself and put the money I’d saved towards one of the new models which are expected to be released next month.

The reality is this, the OP said the battery is expanding (Which could be for a multitude of reasons), which in that case they had discussion with the tech that quoted them prices on the phone, which they _can’t_ physically see the Apple Watch. I guarantee if the OP escalated this case past beyond a ‘tech specialist’ on the phone, their watch would be replaced With a refurbished model given the circumstances. It really all depends who you talk to at Apple, but if one is persistent enough, this seems like all the other cases where the OP’s watch should be replaced. Especially being this is a first GEN watch, it’s quite literally that it would fall under the replacement program or at least, have a second opinion on the matter from Apple.

For the record, this is not the first time this has happened to other members were they were quoted something for a price to repair the Apple Watch, and then the customer was not content with the decision and escalated the case, then the watch was replaced for XYZ reasons. Again, it really depends who you talk to and how adamant someone is about having a defective watch replaced that was out of their control to begin with. It’s been easier for some and difficult for others.

Being that they can do the repair themselves and comfortable with that decision, and Avoid the hassle with Apple, I give the OP credit for taking that route as well, even though I wouldn’t repair the watch myself.

 

[Brian Y]

This was a cool conversation, nice to see lots of different input and opinions without bashing each other!

I decided to go the Macgyver route and fix it myself... I don’t see the point in ploughing $124 into a launch edition SS Watch, regardless of the initial value. As OllyW said above, resale value is minimal at this point and it’s not like the official Apple battery has served me well, so I’ll roll the dice on an eBay battery at this point.

I also wanted to say that between disconnections and fobbing me off, I spoke to a total of 5(?) different Apple reps since last night and I made a point of not being rude, I even went so far as to prefix many of my comments with “this is not personal” or “this is not meant to criticize you, but..”, however the senior representative that I talked to on the phone this morning was a straight up rude *******, so the gloves did come off a little.. although I never made it personal and I did nothing more than counter his arguments with mine.

Also, I’m gonna end by saying that I feel no sense of entitlement (I’m outside my warranty and Apple don’t owe me anything in that sense) and I was hoping that Apple would “do the right thing” (in my opinion) and admit the defect, then repair accordingly. As they chose not to do this, I also choose to vote with my wallet and my era of being so deeply (& financially) entrenched in the Apple ecosystem is coming to an end.

Is it more than 3 years old?

I know that Apple had a REP for 1st gen watches with a swollen battery - if you escalate it, chances are they'll probably waiver the fee. It really depends if you think your time spent dealing with it is worth the $30 in parts you'd need to DIY.

 

[OllyW]

It’s been easier for some and difficult for others.

This inconsistency in customer service is the reason @JonnyIreland is left feeling he has to do the repair himself.

 

[44267547]

This inconsistency in customer service is the reason @JonnyIreland is left feeling he has to do the repair himself.

I already gathered that Ollyw. And that’s his decision to do so, which is respectable. But as I said already to you in the previous post, many members have been in this situation before and had to escalate it beyond where they did have their watches replaced or repair fee’s eliminated, as tech specialists on phones are not always prone to making any type of assumptions without physically inspecting the watch, as they are not certified technicians.

As Mentioned, it really is about how adamant someone is about they believe the watch is defective, then they shouldn’t have to pay *anything* for something that is out of their control, which again, if this was escalated to customer relations, I think could have resulted in a different outcome based off my readings and experience.

 

[OllyW]

I already gathered that Ollyw. And that’s his decision to do so, which is respectable. But as I said already to you in the previous post, many members have been in this situation before and had to escalate it beyond where they did have their watches replaced or repair fee’s eliminated, as tech specialists on phones are not always prone to making any type of assumptions without physically inspecting the watch, as they are not certified technicians.

As Mentioned, it really is about how adamant someone is about they believe the watch is defective, then they shouldn’t have to pay *anything* for something that is out of their control, which again, if this was escalated to customer relations, I think could have resulted in a different outcome based off my readings and experience.

It shouldn't have to be so difficult.

 

[44267547]

It shouldn't have to be so difficult.

I agree. Apple has some very different inconsistency with their customer service at times and it’s unfortunate that some customers have difficult situations like this instance when it shouldn’t be. It should not be like that, but that’s why they have a customer relations team that needs to look into issues like these as an example, And make the situation right for the customer if their product is defective that was out of the customers control.

In my opinion, I think the OP has a very good case if they wanted to escalate it to have the Watch replaced with a refurbished model, but I also understand the circumstances it’s a three-year-old watch with no future updates, and its less hassle not to deal with Apple where they can repair the watch the themself.

 

[OllyW]

and its less hassle not to deal with Apple where they can repair the watch the themself.

At least he hasn't got to worry about taking the watch apart to gain access to the battery.

 

[NJHitmen]

Same story here. First gen watch, face popped off a week or so ago. Didn’t want to put money into such an old model, with S4 on the horizon. I figured it was worth a shot to see what the store folks would say. So I made a “genius appointment” and brought it in yesterday. Diagnosis as expected: swollen battery. The result: under what they called their “quality program”, they’re either going to repair the busted watch (which seems unlikely) or give me a refurb. They wouldn’t give me a replacement on the spot - which is fine, I’m certainly satisfied with the outcome. The broken watch was boxed up in front of me, and moments later I received an email describing a “Genius Bar Work Authorization” - which listed part# S5361Z/A at a price of $249, but $0 due from me.

They’ll let me know when the repaired or refurbed replacement is ready for me to pick up. They said 5-7 days. No idea what I’ll get, but based on the info in this thread, I expect another S0.

 

[steve knight]

I got mine replaced a few months ago. overnight ed me the shipping box it went out overnight and I got the watch back overnight. I called Monday got the replacement Thursday.

 

[44267547]

They’ll let me know when the repaired or refurbed replacement is ready for me to pick up. They said 5-7 days. No idea what I’ll get, but based on the info in this thread, I expect another S0.

Or a Series 1. It depends what Apple has for available for stock. Lately from other reports, its been first Gen Watches. Series 1 would be more preferable due to receiving more WatchOS updates.

 

[NJHitmen]

Or a Series 1. It depends what Apple has for available for stock. Lately from other reports, its been first Gen Watches. Series 1 would be more preferable due to receiving more WatchOS updates.

Yeah, I agree, I’d much rather get the S1. I’m just not counting on it. You know...keeping my expectations low, so I won’t be disappointed.

If I do end up with an S1, that just means I can put off an upgrade a little longer. If it’s an S0, that upgrade is going to have to happen a little sooner. Not a huge deal either way.

EDIT: just received an email stating my "repaired watch" is ready for pickup. That's 2 days after the busted watch was boxed up & sent away. Obviously it's not the same watch I dropped off (I never expected them to actually fix the original) but it seems weird to me that the replacement is ready so soon. I guess the store was OOS on whatever refurbs they're using to replace S0s, and just got another one in? I don't know. I'll go pick it up ASAP, and I'll post here as soon as I figure out which generation they're giving me.

 

[JonnyIreland]

EDIT: just received an email stating my "repaired watch" is ready for pickup. That's 2 days after the busted watch was boxed up & sent away. Obviously it's not the same watch I dropped off (I never expected them to actually fix the original) but it seems weird to me that the replacement is ready so soon. I guess the store was OOS on whatever refurbs they're using to replace S0s, and just got another one in? I don't know. I'll go pick it up ASAP, and I'll post here as soon as I figure out which generation they're giving me.

Keep us updated when you pick it up!

As for my own update, I set up a Genius Bar appointment for tomorrow at my local store, I’m hoping that giving it one last shot in a face-to-face (excuse the pun) talk with an Apple employee will give me a shot at showing that this is in fact a defect that should be replaced.

 

[AppleHaterLover]

I know for a fact I wouldn’t go around with what is probably a fake battery-timebomb strapped to my arm 24 hours a day.

Either trash the watch or get a new one.

 

[44267547]

Keep us updated when you pick it up!

As for my own update, I set up a Genius Bar appointment for tomorrow at my local store, I’m hoping that giving it one last shot in a face-to-face (excuse the pun) talk with an Apple employee will give me a shot at showing that this is in fact a defect that should be replaced.

During your appointment, try to be respectful, you will get much farther with Apple in this case, but just try to explain your situation and if it does not work to your liking, then request the customer relations number where you can reach out to someone hire over the store level.

 

[hsotnicam8002]

No, they are not. Apple is still in fact issuing first GEN replacement watches. Here are two recent examples of posts from other members in a different thread who just received original Apple Watch replacements.

https://forums.macrumors.com/threads/newer-model-via-out-of-warranty-repair.2122243/#post-26315677

https://forums.macrumors.com/threads/newer-model-via-out-of-warranty-repair.2122243/#post-26314885

About one month ago my Gen 0 watch was replaced free of charge with another Gen 0, via a mail in procedure, due to the battery swelling and the face popping off. I'm in the UK. It took about 4 days and was all very smooth and delicious.

 

[NJHitmen]

Keep us updated when you pick it up!

As for my own update, I set up a Genius Bar appointment for tomorrow at my local store, I’m hoping that giving it one last shot in a face-to-face (excuse the pun) talk with an Apple employee will give me a shot at showing that this is in fact a defect that should be replaced.

Picked it up last night. Got a first-gen/series 0. Disappointing, but not surprising, and I can't be annoyed at Apple about it. I mean, they quickly/painlessly replaced a >3-yr old watch, well out of warranty.

The refurb is shiny and new-looking, but slow as hell (just like the one it replaced). Upon reflection, giving me another S0 was the best way Apple could possibly ensure I'd spend cash on a new watch ASAP. It's a nice gesture of good will, but leaves me (technologically) exactly where I already was. If they'd given me an S1 I would have put off the upgrade a little longer. I'll live with this S0 long enough to hear the news about the S4, and then I'll figure out my next move.

Well played, Apple, well played.

 

[Oldmanmac]

I am not currently an AW owner. Wanting to know what to expect with said product.
A 'swollen' battery and faces popping off sounds like a QC/design issue to me. Claiming to be the first $1Trillon company, k they should step up and do the right thing.
Probably now, I'll be looking elsewhere.

 

[NJHitmen]

I am not currently an AW owner. Wanting to know what to expect with said product.
A 'swollen' battery and faces popping off sounds like a QC/design issue to me. Claiming to be the first $1Trillon company, k they should step up and do the right thing.
Probably now, I'll be looking elsewhere.

Well, sure, that was a design flaw...but, at least in my case, they did do the right thing. Read my post just above yours. Replacing a watch that far out of warranty? Sounds like good service to me.

 

[JonnyIreland]

Well, sure, that was a design flaw...but, at least in my case, they did do the right thing. Read my post just above yours. Replacing a watch that far out of warranty? Sounds like good service to me.

Well count your blessings....
I just had my appointment, I was as polite and gracious as a 5 star waiter... the result is that they threw a new, 3rd repair price of $319 at me. So they weren’t interested. I think I’ll take my chance with my “fake battery timebomb strapped to my arm” (quote from AppleHaterLover above!) after all. I purchased my battery from a local seller with good feedback, tried to do a little research.

Edit: store employee ran to me after I had left store to say that she made an error, it’s only $99+taxes etc...

Edit 2: forgot to tell you that again they insisted that this isn’t a flaw, but that batteries swell because of a natural chemical reaction. When I politely pointed out that I have owned dozens of gadgets and this has never happened to me before, they have a scripted answer for everything “it depends on the usage”. They know there’s no real comeback on that, are you gonna go through usage history of all your products?