watchOS 5.1 - I think my watch is bricked

[magicschoolbus]

Apple's response to this is pretty terrible in my opinion. You would think they could just 2 Day ship a replacement unit for someone that has just purchased a 400+$ device not even a month ago that Apple bricked with a bum software update... Amazon has anything I have a problem with out to me in 2 days or less. If Apple bricked my equipment due to their poor QC and didn't have a replacement unit out to me 2-4 business days, I would be livid.

 

[mattburley7]

im thinking the earliest 5.1 will be back for download is next week sometime.

 

[dcpmark]

If you have Health sync on in iCloud, you will keep all your activity, ancheivements, and health data. It's just a matter of setting up your watch faces and installing any apps you want. I prefer to set up a new watch as "new" because I feel like it helps me avoid some issues that may carrier over from a backup.

Yeah, I have Health set up in iCloud. So what happens to the old S4 watch profile in the Watch app if you can’t unpair it?? Can you delete it without access to the old watch??

 

[tromboneaholic]

Yeah, I have Health set up in iCloud. So what happens to the old S4 watch profile in the Watch app if you can’t unpair it?? Can you delete it without access to the old watch??

I believe you can do it from iCloud.com under Find my iPhone, but I haven't tried this myself.

 

[BrennanWDavis]

Same thing happened to me on my Nike+ AW4 SS. Tried doing a hard reset, then tried to have it make a sound on iCloud. Nothing worked. Took it to the Apple store and they are sending it off for repairs.

 

[burgman]

Mine is set to arrive today as well, how did you do the cell plan transfer? Curious since I can't do anything on the old watch.

Yeah that concerned me too. Even though watch was dead I unpaired it in app to select keep cellular plan. Then when I activated new watch it asked if I wanted to replace existing watch done no problem.

 

[Jeff Barlow]

White Box replacement arrived today and is working fine. The update still shows up though and I’m not sure what to do about that. Definitely not installing.

 

[burgman]

P

If the S4 was never unpaired, there will not be a backup.

Personally, I wouldn't want to restore a backup from a device that had a problem updating since we don't know why it was unable to update.

I would set it up as new. Hopefully you have "Health" turned on for iCloud sync on your phone.

there are automatic backups done regularly I chose one about 3 days before Death . Didn’t lose any health data or awards.

 

[tromboneaholic]

P
there are automatic backups done regularly I chose one about a week old. Didn’t lose any health data or awards.

This wasn't the case before. Good to know.

 

[wlow3]

Hold both buttons down till it reboots. Do it again immediately when you see the Apple logo again. When it goes dark, let go of the buttons. It should stay off. Someone suggested this to me earlier and it worked for me.
[doublepost=1541040149][/doublepost]
The official response to this seems to be slow going through their support system. I did it originally by phone, and the person on the other end treated it as a unique issue personal to my watch and sent me an email to set up payment with Apple for the repair (even though it would still be under limited warranty). After I started reading that this was a relatively widespread phenomenon, I contacted their support through Twitter (partly to have a written record of their response). They looked up my original assigned Repair ID and cancelled it. Then they sent a new email with a new Repair ID that said the repair (via mail-in) would be free unless there were signs that it was physically damaged. Their problem description reads: systemwide error - frozen - Apple Logo. I never used this language, particularly “frozen”, so I’m guessing this is how they are describing it internally. Unless you have AppleCare+ (with its expedited replacement), this is probably the method a majority of these bricked watches will get fixed.

I had this wrong. These are the correct directions:

Hold down the buttons for a hard reset, when you see the Apple logo, keep holding. After the logo disappears again, let go. That leaves it "off" it seems.

 

[Barbs]

Just got back from my appointment at the Apple Store. End result after 2 long phone calls and a 35 minute appointment at Apple store, they are shipping my watch out to be repaired. They said that I should get it back in about a week. I asked if Apple was going to take care of us for this screw up and subsequent massive frustration.....NOPE. Nothing. Not even a $10 iTunes gift card. Thanks Apple!!! Way to handle a massive screw up.

 

[dcpmark]

Well, my “Express Replacement” didn’t go according to the way Apple said it would.

On Tuesday I called spoke to a senior advisor who apologized profusely for my S4 getting bricked, and told me he set up an Express Replacement. He said I would be getting 2 emails, 1 for sending in the bad watch and another for putting in my credit card info to get the replacement. The second one for the Express Replacement never came.

I called back yesterday, spoke to a second senior advisor who apologized profusely for the first advisor setting it up wrong, and did it again. She said she would call me back in a few to make sure I got it. You already know what’s coming...no second email, and no phone call back.

I called this morning and spoke to a 3rd senior advisor, who profusely apologized for the fact that the two prior senior advisors had bad information, and that I am not eligible for an Express Replacement unless I purchase AC+. I asked for her supervisor and she refused, saying she is the supervisor and that this is Apple’s official position.

I am pissed beyond belief. I can easily afford the AC+, but I’m not interested in being extorted by Apple to more quickly repair damage that they caused.

Bumping my own horror story to report a swift happy ending.....and who doesn’t like a happy ending??

I called my local Apple Store, and spoke to a manager who had one cellular version in stock and was happy to swap out my bricked one even though I was beyond the 14-return window. Setting up my new watch as we speak, and to answer my own question in another post I was able to restore from my previous S4 backup. I figure I’ll give it a try.....if something goes bad I can also try again setting it up as new.

 

[Bazooka-joe]

If the S4 was never unpaired, there will not be a backup.

Personally, I wouldn't want to restore a backup from a device that had a problem updating since we don't know why it was unable to update.

I would set it up as new. Hopefully you have "Health" turned on for iCloud sync on your phone.

Mine did seem to unpair even when it was bricked and boxed up ready to send back but i shall go to my previous back up from a few weeks ago.
[doublepost=1541104516][/doublepost]So as i mentioned earlier, my shipping date for my replacement slipped by over a week from the 15th to the 23rd. I called them and they agreed to move the shipping date forward to the 15th. But they didn't, all they did was change it to the 20th. I called them and asked why they changed it in the first place and they told me that they moved it from the 15th because my bricked watch hadn't been returned yet....this was an hour before i received an email from Apple saying that they had received my bricked watch. Why the hell would they move my shipping date back so quickly. I only posted the watch back to them yesterday and it had plenty of tine to get to them before they make a design to set my shipping date back. Very annoying.

 

[tromboneaholic]

Mine did seem to unpair even when it was bricked and boxed up ready to send back but i shall go to my previous back up from a few weeks ago.

Thanks for clarifying. I hate when people post wrong info, and now I'm one of those people!

 

[jwlbel]

They got my bricked watch today (I took it into the local Apple Store yesterday) and when I checked the status on Apple.com it shows as - Your replacement product will be shipped to you soon. No date was listed. What is strange it shows a photo of a silver Nike watch when I actually sent in a SG with a sports loop. I am going to wait and see what they end up sending back. Hopefully, it is the correct one.

Product received by service center
Product review completed
Current step replacement product pending

Watch Series 4 Nike (GPS) 44mm
•••••••PKDHD
We’ll replace your product.
Your replacement product will be shipped to you soon.

 

[ecschwarz]

They got my bricked watch today (I took it into the local Apple Store yesterday) and when I checked the status on Apple.com it shows as - Your replacement product will be shipped to you soon. No date was listed. What is strange it shows a photo of a silver Nike watch when I actually sent in a SG with a sports loop. I am going to wait and see what they end up sending back. Hopefully, it is the correct one.

That's interesting - I just dropped mine off at FedEx and should be heading out soon (no idea what will happen next). I'm curious if they'll just re-flash it or exchange it, but will post any updates here as a data point.

Here's one hopefully someone can speak to - if you purchase something where a credit card extends the warranty, how does a situation like Apple swapping the device well before the original warranty runs out come into play? This is if there was something hypothetically in year #2. I'd technically have receipts and an appropriate charge on a statement, but the serial numbers won't match anymore. I know folks have used the protection like that to skip AppleCare+ on iPhones in the past, but even then some faults just resulted in a swap at the store.

 

[jwlbel]

What a cluster-F this is... SO I called Apple.com and got a really nice rep. I asked her when my replacement is expected to be shipped. She put me on hold and when she came back she said I could go into the Beverly Center and they would replace it. They have a replacement waiting for me. I posted my story yesterday of what happened when I took it in. They were all ready to give me a replacement until I said that I bought it from ABT. That is when they said they would have to send it out for repair. So I bought the one that they were going to give me as a replacement so I would have one while it is being repaired (I have over 1,100 perfect days of my rings being closed). I asked the rep to email me that I was supposed to go into the store for the replacement. I don't want to get there and have them say they have no idea and too bad. So I am off to the Apple Store now. I am not sure if they are going to give me a brand new watch or if I am going to return the "loaner" (the one they would not give me yesterday) and then they will just give that one back to me.

 

[jankm]

Mine bricked S4 Nike 40mm. Called Tuesday night and was asked to send in logs so that engineering could review, and promised a call back within two days. No replacement scheduled then. I did get a call back tonight saying they are replacing the watch. Have AppleCare so I did the express replacement and just got my tracking number for the overnight shipment arriving tomorrow.

 

[FRVES]

Same issue with my Series 4 LTE and the 5.1 update. Apple Care made the earliest available appointment for me tomorrow but indicted that it is doubtful that there will be in-store inventory to replace it. My white Apple is on and i'm not able to shut off the watch, I guess the battery will give out.

Very fortunate to have an Apple Store replace my watch this afternoon. I left with a brand new watch (S4 44mm LTE) in a retail package. GREAT CUSTOMER SERVICE!!

I am also very impressed with the expertise and follow through by the Senior Advisor at Apple Care I spoke with.

 

[jwlbel]

What a GIANT PAIN IN THE ASS!!!! So after I saw the status as - Your replacement product will be shipped to you soon. - I called Apple and asked if they had an ETA on when it would be shipped? The person that I spoke to was really nice and said she would check with the repair depot and had me hold on. She came back and said they told her that there is a replacement ready for me at the Beverly Center Apple Store. Since I just took it in yesterday and they received it at the repair depot today, I assumed it was going to be a new in the box or a replacement they already had in stock since I knew it was not a special replacement that was shipped out for mine. I asked her if she could email me that saying it is ready, that way I have something in writing. Here is what she sent me, it is a transcript between the person I was speaking to and the repair depot.....

Here's the transcript of your chat with Apple Support:

shannon patrick
Great! have a cx who is requesting to check the status on her replacement device

Nicolle
Not a problem at all! I can definitely help. To confirm, we need an update on RXXXXXXXXXX

shannon patrick
yes that is correct

Nicolle
Cool! Thanks for confirming. So, it looks like it’s ready to replace at Apple Beverly Center. All my notes look as though it’s there waiting for her

shannon patrick
ok thanks so much

Nicolle
You’re totally welcome! Do you have any questions about the info I provided or anything else I can assist with on this case?

shannon patrick
no that was all, have a great rest of your day.

Nicolle
Thanks You do the same

Nicolle
Thank you for contacting Direct Dispatch Chat Support! Please copy and paste our consult into your case notes. **END OF CONSULT**

So I deal with LA rush hour traffic and go up to the Beverly Center Apple store. The same person that was a bitch to me yesterday was even more of a bitch today. She said they do not have anything and that THEY WOULD CALL ME WHEN IT IS READY FOR PICK UP. I showed her the email I got from the Apple Rep and she said it was a mistake and they would call me in 7-10 business days just like it said on the repair order. The funny thing is on the repair work order they gave me it says - Estimated Pickup Time: Oct 31, 2018. When that is the same day as I dropped it off. While I was still in the store, I called Apple to see if there was anything else that could be done. They said it is totally up to the store if they replace it or send it out for repair. So frustrating, I spent almost 4 hours today dealing with this to come home empty-handed and being treated so poorly by the Beverly Center Store. For something THEY CAUSED!!! All the phone reps were awesome but unfortunately, they couldn't help me. All they said since it is in-process there is nothing that they can do to expedite it. It is just a waiting game now and they would check back in with me periodically.

 

[burgman]

What a GIANT PAIN IN THE ASS!!!! So after I saw the status as - Your replacement product will be shipped to you soon. - I called Apple and asked if they had an ETA on when it would be shipped? The person that I spoke to was really nice and said she would check with the repair depot and had me hold on. She came back and said they told her that there is a replacement ready for me at the Beverly Center Apple Store. Since I just took it in yesterday and they received it at the repair depot today, I assumed it was going to be a new in the box or a replacement they already had in stock since I knew it was not a special replacement that was shipped out for mine. I asked her if she could email me that saying it is ready, that way I have something in writing. Here is what she sent me, it is a transcript between the person I was speaking to and the repair depot.....

Here's the transcript of your chat with Apple Support:

shannon patrick
Great! have a cx who is requesting to check the status on her replacement device

Nicolle
Not a problem at all! I can definitely help. To confirm, we need an update on RXXXXXXXXXX

shannon patrick
yes that is correct

Nicolle
Cool! Thanks for confirming. So, it looks like it’s ready to replace at Apple Beverly Center. All my notes look as though it’s there waiting for her

shannon patrick
ok thanks so much

Nicolle
You’re totally welcome! Do you have any questions about the info I provided or anything else I can assist with on this case?

shannon patrick
no that was all, have a great rest of your day.

Nicolle
Thanks You do the same

Nicolle
Thank you for contacting Direct Dispatch Chat Support! Please copy and paste our consult into your case notes. **END OF CONSULT**

So I deal with LA rush hour traffic and go up to the Beverly Center Apple store. The same person that was a bitch to me yesterday was even more of a bitch today. She said they do not have anything and that THEY WOULD CALL ME WHEN IT IS READY FOR PICK UP. I showed her the email I got from the Apple Rep and she said it was a mistake and they would call me in 7-10 business days just like it said on the repair order. The funny thing is on the repair work order they gave me it says - Estimated Pickup Time: Oct 31, 2018. When that is the same day as I dropped it off. While I was still in the store, I called Apple to see if there was anything else that could be done. They said it is totally up to the store if they replace it or send it out for repair. So frustrating, I spent almost 4 hours today dealing with this to come home empty-handed and being treated so poorly by the Beverly Center Store. For something THEY CAUSED!!! All the phone reps were awesome but unfortunately, they couldn't help me. All they said since it is in-process there is nothing that they can do to expedite it. It is just a waiting game now and they would check back in with me periodically.

So odd how some post a painless experience here with one day shipping and others have the opposite.

 

[rsxmachine]

What a GIANT PAIN IN THE ASS!!!! So after I saw the status as - Your replacement product will be shipped to you soon. - I called Apple and asked if they had an ETA on when it would be shipped? The person that I spoke to was really nice and said she would check with the repair depot and had me hold on. She came back and said they told her that there is a replacement ready for me at the Beverly Center Apple Store. Since I just took it in yesterday and they received it at the repair depot today, I assumed it was going to be a new in the box or a replacement they already had in stock since I knew it was not a special replacement that was shipped out for mine. I asked her if she could email me that saying it is ready, that way I have something in writing. Here is what she sent me, it is a transcript between the person I was speaking to and the repair depot.....

Here's the transcript of your chat with Apple Support:

shannon patrick
Great! have a cx who is requesting to check the status on her replacement device

Nicolle
Not a problem at all! I can definitely help. To confirm, we need an update on RXXXXXXXXXX

shannon patrick
yes that is correct

Nicolle
Cool! Thanks for confirming. So, it looks like it’s ready to replace at Apple Beverly Center. All my notes look as though it’s there waiting for her

shannon patrick
ok thanks so much

Nicolle
You’re totally welcome! Do you have any questions about the info I provided or anything else I can assist with on this case?

shannon patrick
no that was all, have a great rest of your day.

Nicolle
Thanks You do the same

Nicolle
Thank you for contacting Direct Dispatch Chat Support! Please copy and paste our consult into your case notes. **END OF CONSULT**

So I deal with LA rush hour traffic and go up to the Beverly Center Apple store. The same person that was a bitch to me yesterday was even more of a bitch today. She said they do not have anything and that THEY WOULD CALL ME WHEN IT IS READY FOR PICK UP. I showed her the email I got from the Apple Rep and she said it was a mistake and they would call me in 7-10 business days just like it said on the repair order. The funny thing is on the repair work order they gave me it says - Estimated Pickup Time: Oct 31, 2018. When that is the same day as I dropped it off. While I was still in the store, I called Apple to see if there was anything else that could be done. They said it is totally up to the store if they replace it or send it out for repair. So frustrating, I spent almost 4 hours today dealing with this to come home empty-handed and being treated so poorly by the Beverly Center Store. For something THEY CAUSED!!! All the phone reps were awesome but unfortunately, they couldn't help me. All they said since it is in-process there is nothing that they can do to expedite it. It is just a waiting game now and they would check back in with me periodically.

Make sure you send Apple a formal complaint about all this. Situations like this would turn me off of a company.

 

[Lobwedgephil]

So odd how some post a painless experience here with one day shipping and others have the opposite.

Agreed, I called, said my watch was bricked and wanted an express replacement, took 5 minutes. Now I got the white box as well, but I think it is to early to be refurbished and everything checks out, except it came with zero on the battery.

 

[Bazooka-joe]

IstockNow shows all S4's readily available across the majority of stores and 3rd party stockists so replacements should now start coming in thick and fast. At least our watches weren't bricked during weeks 1 and 2 from release. God can you imagine trying to get a quick replacement then

 

[Barbs]

Just amazes me that a company can cause this level of PIA and handle it so poorly. The tech at the Apple store so much even said to me “If once they get the watch and it is determined that it has been damaged by water or if you have previously tampered with it, you will have to pay $400 to have it repaired”. I understand that it is part of his normal speech he gives to everyone. But I had taken an hour out of the middle of my work day at the busiest time of year for me work wise, and on top of wasting time on two calls to customer service. Plus I lose my watch for over a week. All 100% obviously caused by the actions of Apple.

This entire experience so far has left a very sour taste in my mouth. Apple needs to at a bare minimum give us a $50 store gift card or something like that. WTF.