watchOS 5.1 - I think my watch is bricked

[techno-Zen]

I guess I got lucky. no issues
[doublepost=1541002316][/doublepost]

I'm bricked too. Series 4 GPS paired to XS Max. Did an online chat, and they had to have an advisor call me. After detailing again what was going on, got transferred to a senior advisor. Then, after performing all of the steps that I had already performed on both the phone and watch, I was told that the watch needed to be returned and replaced. The only option was for them to send me a box, and then send a new watch once they received the old one. Turnaround time for this process would be at least a week or more with the weekend approaching. They would not send me a new one immediately, and they would not allow me to get one from the store as a replacement, even if I paid for it myself upfront. So, I'm heading to the Apple store today and buying the most expensive model available while I wait, and will return it when the replacement arrives. Yes, it's petty and Apple probably doesn't care, but it will make me feel better and prevent me from having to go a week or so with no watch at all.

I understand this is an inconvenience but this is a ridiculous thing to do. You can wait a week...

 

[kgkuntryluvr]

If this isn’t a simple fix it’s going to be a nightmare. Every iOS device can be plugged into a computer and have the software reinstalled through iTunes but watchOS is different.
The watch is completely reliant on the connection to your iPhone. Without being to establish that connection I can’t see how to get out of this.
Hopefully the problem is server-based and Apple need to fix the problem at their end before the installation can complete.

I wish it were that simple. But if the watch can't connect to the phone, then it can't connect to the internet to fix any problems (at least on GPS models). And since there are no other user accessible connections, there is no way to fix this

I guess I got lucky. no issues
[doublepost=1541002316][/doublepost]
I understand this is an inconvenience but this is a ridiculous thing to do. You can wait a week...

But why? The Apple store is right up the street. My $400 plus watch that I already had to wait weeks for does not work at all. Why should I have to wait any longer, especially after the hour that I wasted talking to them today, with no compensation and no watch to use in the meantime? Time is money, both literally and figuratively in this case. The right thing for them to do would have been to rush me a replacement while they wait for me to return my brick, not the other way around. This issue is their fault, not mine. I'm simply getting a loaner while I wait.

 

[dsr2]

Yup I just got a super express replacement done (i.e. they swapped it out in store and the manager overrode the 14 day policy lol)

Now I just need to swap over my AC+ and refrain from updating watchOS LOL

This happened to my watch as well. Called the local apple store, explained the situation (my watch was purchased on the launch day) and the manager offered me a full credit or a new comparable watch if they had it in stock. Could not have been nicer to me. Was in and out of my local store in 10 minutes. Maybe they warned about this and the fact that people would be coming in.

 

[caligurl]

I guess I got lucky. no issues
[doublepost=1541002316][/doublepost]
I understand this is an inconvenience but this is a ridiculous thing to do. You can wait a week...

if no one else was getting an express replacement, then i'd agree that it's ridiculous... however since so many are, and anyone who asks is getting it... then I think his hissy fit is exactly something i'd do! I agree that it serves apple right! *stomps foot*

 

[nasa25]

This happened to my watch as well. Called the local apple store, explained the situation (my watch was purchased on the launch day) and the manager offered me a full credit or a new comparable watch if they had it in stock. Could not have been nicer to me. Was in and out of my local store in 10 minutes. Maybe they warned about this and the fact that people would be coming in.

Yup I’m happy with the service. Just spent about 15 minutes on the phone with AppleCare activations department and they transferred my AC+ from the old watch to the new watch. No hassle.

I’m happy that Apple stepped up to the plate and made this potential nightmare as easy as possible for their customers.

 

[Bazooka-joe]

It would be nice if Tim who keeps saying that they pout the customers interest at heart first, stood up in public and apologised to Apple watch users who had suffered from this incident.
He would win a lot more respect if he stood up and said
"We goofed. We are sorry. We are only human and Apple are far from perfect"

 

[kgkuntryluvr]

if no one else was getting an express replacement, then i'd agree that it's ridiculous... however since so many are, and anyone who asks is getting it... then I think his hissy fit is exactly something i'd do! I agree that it serves apple right! *stomps foot*

Right? You'd think that Apple would already have sent a companywide memo out to send express replacements to all people complaining about this issue, since it is the update's fault. What really aggravated me was when the rep said they couldn't express one to me, and that I also couldn't just pick up a new one from the store.

 

[nasa25]

anyone know how to disable auto updates of watchOS? I know I can toggle automatic app install to off but I'm just looking to disable auto watchOS updates, not app updates....thx.

Edit - Apple live chat just confirmed that there is NO automatic WatchOS update feature. WatchOS updates all have to be done manually. That's how much I've paid attention to updates since I got my Series 0 over 3 years ago LOL

 

[staggerlee41]

Right? You'd think that Apple would already have sent a companywide memo out to send express replacements to all people complaining about this issue, since it is the update's fault. What really aggravated me was when the rep said they couldn't express one to me, and that I also couldn't just pick up a new one from the store.

Maybe before going in with frustration and intending to buy the most expensive apple watch to wear while yours is returned, you could do as others have done. Go to the Apple Store, talk with the manager in a reasonable fashion and maybe, just maybe you'll walk out with a replacement. This of course, assuming they have the model in stock that you purchased.

 

[has128]

Same issue here.. took to an authorized dealer (Don't have an apple store here), i should here from them with 3 business days. Huge frustration. I really hope they can just flash the software and give it back to me ASAP.

 

[nasa25]

Maybe before going in with frustration and intending to buy the most expensive apple watch to wear while yours is returned, you could do as others have done. Go to the Apple Store, talk with the manager in a reasonable fashion and maybe, just maybe you'll walk out with a replacement. This of course, assuming they have the model in stock that you purchased.

My apple store even gave me the option of choosing a different model. Basically the same as if I was within the 14 day return window. The manager just overrode that 14 day policy in the system.

So even if they don't have your exact model in stock, you could probably grab another model if that's desirable.

 

[klymr]

I am pretty sure they will change the name of the replacement update maybe 5.2

They won't. It will be released as watchOS 5.1, just like it was yesterday.

 

[Barbs]

I can’t believe Apple can’t fix this issue in the store while you wait. Why can’t they just plug into the watch somehow and flash it with new software???

My main concern at this point is potential burn in since the white Apple logo was on for about 6 hours straight.

 

[pixel_junkie]

I can’t believe Apple can’t fix this issue in the store while you wait. Why can’t they just plug into the watch somehow and flash it with new software???

My main concern at this point is potential burn in since the white Apple logo was on for about 6 hours straight.

Yup, I was thinking the same thing. Was going to do a repair but went with express replacement instead. Mine stayed on for 18+ hrs before it died.

 

[Jeff Barlow]

Yup, I was thinking the same thing. Was going to do a repair but went with express replacement instead. Mine stayed on for 18+ hrs before it died.

Same here. I ended up turning it off after over 12 hours, but didn't want to risk sending it in for repair and getting it back with burn-in.

 

[ecschwarz]

My apple store even gave me the option of choosing a different model. Basically the same as if I was within the 14 day return window. The manager just overrode that 14 day policy in the system.

From a process standpoint, was it "returned" and then you re-bought it? Sometimes they've put the "refund" on a gift card and then re-bought with that. I know in the past, that sometimes has been the case, and I think if that's what happens, it could mess with any extended warranties provided by credit cards (since the one purchased with the card is returned and the new one is purchased with a gift card)

 

[pixel_junkie]

Same here. I ended up turning it off after over 12 hours, but didn't want to risk sending it in for repair and getting it back with burn-in.

How did you turn it off? I would have done the same if I could but mine was totally unresponsive.

 

[Jeff Barlow]

How did you turn it off? I would have done the same if I could but mine was totally unresponsive.

Hold the two buttons on the side. It will turn off briefly, turn back on, and then turn off permanently. You can then release the buttons.

 

[Jetfire]

Update:

Just got back from the Apple Store. They had to send it off to be repaired. It will take 10 to 12 days. So going to the Apple store doesn't really help those who are near one.

The Genius Bar tech didn't even know 5.1 has been pulled.

FYI, they said it would cost $399.00 to be repaired if it was out of warranty. Didn't argue since it's covered but that's BS on an Apple update that bricked it.

 

[kgkuntryluvr]

Maybe before going in with frustration and intending to buy the most expensive apple watch to wear while yours is returned, you could do as others have done. Go to the Apple Store, talk with the manager in a reasonable fashion and maybe, just maybe you'll walk out with a replacement. This of course, assuming they have the model in stock that you purchased.

I agree. I would have done that, but the only watch similar to mine (color-wise) in stock at the store near me is the SS, which just happens to be the most expensive. I've always wanted to try out a SS model anyway, so this gives me that opportunity while I await my replacement. I'm not trying to throw a hissy fit, but I think it's fair considering the hours that I spent troubleshooting myself, and then again with Apple support today. They aren't offering any compensation for this, and they expect me to just go without a watch while they send me a box, wait for me to send it back, and then (finally) send me a new one. This watch is a month old, and it's already bricked because of an update that they sent! That is ridiculous.
[doublepost=1541009585][/doublepost]

I can’t believe Apple can’t fix this issue in the store while you wait. Why can’t they just plug into the watch somehow and flash it with new software???

My main concern at this point is potential burn in since the white Apple logo was on for about 6 hours straight.

I don't even want my original watch back at this point. It was on the Apple logo for 12 hours overnight before I noticed it. It was on the charger the whole time and very warm when I took it off. A bright white logo on a black OLED screen (plus heat) for that amount of time is a recipe for burn in.

 

[Jeff Barlow]

Update:

Just got back from the Apple Store. They had to send it off to be repaired. It will take 10 to 12 days. So going to the Apple store doesn't really help those who are near one.

The Genius Bar tech didn't even know 5.1 has been pulled.

FYI, they said it would cost $399.00 to be repaired if it was out of warranty. Didn't argue since it's covered but that's BS on an Apple update that bricked it.

This has been a known problem for over 24 hours now and they still don't have a public statement or strategy for how to deal with the issue. Individual customers are on their own for how to contact Apple and get it fixed, and their result depends almost totally on who they talk to.

Really good job on a brand-new device, Apple.

 

[kgkuntryluvr]

How are you all getting express replacements? Was it offered, or did you have to escalate? I escalated to a "senior advisor" and asked for it, but was told that they can't do that. I even offered to pay for the replacement upfront, and was told that they're able to do that for an iPhone replacement, but not for a watch??? Doesn't make sense to me.
[doublepost=1541009869][/doublepost]

This has been a known problem for over 24 hours now and they still don't have a public statement or strategy for how to deal with the issue. Individual customers are on their own for how to contact Apple and get it fixed, and their result depends almost totally on who they talk to.

Really good job on a brand-new device, Apple.

There is a public statement. They pulled the update and said that it only affects a small amount of users -_-. Their "fix" is to contact Apple support.
[doublepost=1541010009][/doublepost]

My apple store even gave me the option of choosing a different model. Basically the same as if I was within the 14 day return window. The manager just overrode that 14 day policy in the system.

So even if they don't have your exact model in stock, you could probably grab another model if that's desirable.

The next in-stock model similar to mine is the black SS, which I can't afford. Otherwise, I'd be happy to do that.

 

[nasa25]

From a process standpoint, was it "returned" and then you re-bought it? Sometimes they've put the "refund" on a gift card and then re-bought with that. I know in the past, that sometimes has been the case, and I think if that's what happens, it could mess with any extended warranties provided by credit cards (since the one purchased with the card is returned and the new one is purchased with a gift card)

It was a straight swap. Invoice showed the old watch at $-559 CAD and new watch at $559 CAD. I'm now kicking myself for not getting the Nike+ version they had in stock instead of my original gold aluminum. Would have been the same price.

 

[dsr2]

How are you all getting express replacements? Was it offered, or did you have to escalate? I escalated to a "senior advisor" and asked for it, but was told that they can't do that. I even offered to pay for the replacement upfront, and was told that they're able to do that for an iPhone replacement, but not for a watch??? Doesn't make sense to me.
[doublepost=1541009869][/doublepost]

There is a public statement. They pulled the update and said that it only affects a small amount of users -_-. Their "fix" is to contact Apple support.

I tried Apple support several times and got their standard reply: trouble shoot, send it back, wait for a replacement. I was having none of that. First I lodged a complaint with my cc company to protect my rights. The I called my local Apple and was VERY nice (despite the fact that I was pissed) and explained that I’d rather not escalate this, but that the Apple updated busted my watch and I would like a new one. I got the impression the manager knew this was coming and immediately offered a full refund or a replacement. Additionally, although it seems ridiculous, had I not been issued a credit, I would have filed a complaint with the Federal Trade Commision here in the US. This really seems to get the attention of companies. For a $500 product it would have been worth my time. I am glad that I didn’t have to do it.

 

[nasa25]

How are you all getting express replacements? Was it offered, or did you have to escalate? I escalated to a "senior advisor" and asked for it, but was told that they can't do that. I even offered to pay for the replacement upfront, and was told that they're able to do that for an iPhone replacement, but not for a watch??? Doesn't make sense to me.
[doublepost=1541009869][/doublepost]

There is a public statement. They pulled the update and said that it only affects a small amount of users -_-. Their "fix" is to contact Apple support.
[doublepost=1541010009][/doublepost]
The next in-stock model similar to mine is the black SS, which I can't afford. Otherwise, I'd be happy to do that.

Yup the idea went through my head to get a gold SS instead of the aluminum. But it's $400 more and I can't stomach that LOL