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watchOS 5.1 - I think my watch is bricked

jwlbel said:
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 :D

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 :D 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.
Click to expand...

I’d be absolutely livid. Send Tim an email about this.
 
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jwlbel said:
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 :D

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 :D 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.
Click to expand...

Horrendous experience buddy. I would call Apple and ask to speak to one of the managers and see if they can do anything
 
My Express Replacement (UK) that was put through Wednesday morning still hasn't dispatched, when you pay £1k for a watch you expect better things than this!

Also my iCloud email has stopped working so its just a week of broken Apple things for me...
 
AppleAlex! said:
My Express Replacement (UK) that was put through Wednesday morning still hasn't dispatched, when you pay £1k for a watch you expect better things than this!

Also my iCloud email has stopped working so its just a week of broken Apple things for me...
Click to expand...
Yep you and me both. Scheduled for delivery for the 20th. Apple told me that they cant do express replacements unless its a white box replacement. I am hopeful that it will ship next week though as Apple are catching up on orders
 
Bazooka-joe said:
Yep you and me both. Scheduled for delivery for the 20th. Apple told me that they cant do express replacements unless its a white box replacement. I am hopeful that it will ship next week though as Apple are catching up on orders
Click to expand...

How long had you had your watch for? I had to go for a white box replacement as I had mine over 30 days sadly!
 
My watch was bricked, so tried for a walk in at Watford, UK, which they couldn't do. I was shocked that the staff had not even heard about the firmware bricking the watches. It made a BBC news story in the UK, don't these people read. I was even more surprised Apple don't internally inform their staff about issues which customers are likely to be visiting to the stores for.

I took in back to JL where I bought it from, and I expect a long wait for a repair/replacement.
 
AppleAlex! said:
How long had you had your watch for? I had to go for a white box replacement as I had mine over 30 days sadly!
Click to expand...
I have had mine for 20 days but i told Apple that because it was their software that trashed my watch, i expected a brand new factory fresh replacement even though i was outside the 14 day replacement window and they agreed to my request
 
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Bazooka-joe said:
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 o_O
Click to expand...

Really... I only see 1 SBSS 44mm Sports band in the US.
 
Bazooka-joe said:
Yep you and me both. Scheduled for delivery for the 20th. Apple told me that they cant do express replacements unless its a white box replacement. I am hopeful that it will ship next week though as Apple are catching up on orders
Click to expand...

I am in the same boat - waiting for my white box replacement since Wednesday and still not dispatched. Watch is roughly three weeks as such no return possible. Luckily I still have my series 2.....
 
My S4 bricked also.

I called Apple support and they had me do the normal reboot the watch stuff which didn't help. I explained to 2 different people that this was Apple's fault. I told them I wanted a priority appointment the next morning at my closest Apple Store. They setup the appointment with no questions asked.

I went into the store the next morning. The first person told me they could only send it off which could take weeks. I told them to get a manager. The "supervisor" came over and said there was nothing she could do however she was rude about it so I got rude back and told her to find me someone that could. She brought over the "store manager", not sure this lady really was. The store manager was super nice but still said the watch had to be shipped into repair. I explained that this was unacceptable for a 2 week old watch that bricked while installing Apple updates. She said this was the case because I purchased the watch from AT&T, not that Apple store. I told her that the ONLY acceptable solution was for me to walk out of the store with a brand new retail unboxed Apple watch S4. She said she could not do that since I purchased from another reseller. She said that had I purchased the watch directly from the store, she could replace it no problem on the spot. I explained that we are ALL Apple customers no matter where we purchased from and that treating customers differently based on purchase location is a very big problem their company needs to address. I also explained that this was 100% Apple's fault and problem to resolve. She said she would call the repair depot to see about expediting my repair. She came back shortly after that and said that no matter what she did, she could not get the repair depot to agree to getting me my watch back ASAP. She then gave me the option of replacing my watch with a brand new retail boxed S4, because they don't have refurbished S4s yet, however I would have to call support and transfer my Applecare+ myself. Of course I agreed to making a 40 min phone call to transfer the AC+ in order to not be without my watch for weeks.I had to be very forceful to get my watch replaced on the spot at an Apple store.

End the end, I got a good result however I still wasted over 4-5 hours working on this problem which Apple 100% caused. Apple makes a fortune from us however they need to improve their processes; from retail store customer skills, to having the correct tools in the stores to install an OS on a watch, to being more willing to resolve issues like this with less hassle. Overall, this left a very bad taste in my mouth but reading some of your stories makes it even worse. If this had been my first bad Apple experience, I could try to look past it however I had an iphone 7 die 2 months out of warranty and Apple refused to do anything to help except allow me to purchase a replacement refurbished phone. I am going to seriously look into switching devices. The brand loyalty is just about gone.
 
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HobbesInVA said:
I'm discouraged that Apple hasn't communicated when 5.1 will be available again. Did someone fall asleep during UAT for 5.1?!
Click to expand...

why? there's nothing special at all in 5.1
[doublepost=1541171013][/doublepost]
Flash69 said:
My S4 bricked also.

I called Apple support and they had me do the normal reboot the watch stuff which didn't help. I explained to 2 different people that this was Apple's fault. I told them I wanted a priority appointment the next morning at my closest Apple Store. They setup the appointment with no questions asked.

I went into the store the next morning. The first person told me they could only send it off which could take weeks. I told them to get a manager. The "supervisor" came over and said there was nothing she could do however she was rude about it so I got rude back and told her to find me someone that could. She brought over the "store manager", not sure this lady really was. The store manager was super nice but still said the watch had to be shipped into repair. I explained that this was unacceptable for a 2 week old watch that bricked while installing Apple updates. She said this was the case because I purchased the watch from AT&T, not that Apple store. I told her that the ONLY acceptable solution was for me to walk out of the store with a brand new retail unboxed Apple watch S4. She said she could not do that since I purchased from another reseller. She said that had I purchased the watch directly from the store, she could replace it no problem on the spot. I explained that we are ALL Apple customers no matter where we purchased from and that treating customers differently based on purchase location is a very big problem their company needs to address. I also explained that this was 100% Apple's fault and problem to resolve. She said she would call the repair depot to see about expediting my repair. She came back shortly after that and said that no matter what she did, she could not get the repair depot to agree to getting me my watch back ASAP. She then gave me the option of replacing my watch with a brand new retail boxed S4, because they don't have refurbished S4s yet, however I would have to call support and transfer my Applecare+ myself. Of course I agreed to making a 40 min phone call to transfer the AC+ in order to not be without my watch for weeks.I had to be very forceful to get my watch replaced on the spot at an Apple store.

End the end, I got a good result however I still wasted over 4-5 hours working on this problem which Apple 100% caused. Apple makes a fortune from us however they need to improve their processes; from retail store customer skills, to having the correct tools in the stores to install an OS on a watch, to being more willing to resolve issues like this with less hassle. Overall, this left a very bad taste in my mouth but reading some of your stories makes it even worse. If this had been my first bad Apple experience, I could try to look past it however I had an iphone 7 die 2 months out of warranty and Apple refused to do anything to help except allow me to purchase a replacement refurbished phone. I am going to seriously look into switching devices. The brand loyalty is just about gone.
Click to expand...


Good to hear you got sorted out.

When I called the Apple store on Wednesday morning, the manager agreed to override the 14 day return policy and give me a brand new watch. I used that opportunity to swap my gold aluminum for a nike+ version that I wanted lol. Seems like it's hit and miss for people getting a replacement in store. Good that you got one though.
 
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Flash69 said:
My S4 bricked also.

I called Apple support and they had me do the normal reboot the watch stuff which didn't help. I explained to 2 different people that this was Apple's fault. I told them I wanted a priority appointment the next morning at my closest Apple Store. They setup the appointment with no questions asked.

I went into the store the next morning. The first person told me they could only send it off which could take weeks. I told them to get a manager. The "supervisor" came over and said there was nothing she could do however she was rude about it so I got rude back and told her to find me someone that could. She brought over the "store manager", not sure this lady really was. The store manager was super nice but still said the watch had to be shipped into repair. I explained that this was unacceptable for a 2 week old watch that bricked while installing Apple updates. She said this was the case because I purchased the watch from AT&T, not that Apple store. I told her that the ONLY acceptable solution was for me to walk out of the store with a brand new retail unboxed Apple watch S4. She said she could not do that since I purchased from another reseller. She said that had I purchased the watch directly from the store, she could replace it no problem on the spot. I explained that we are ALL Apple customers no matter where we purchased from and that treating customers differently based on purchase location is a very big problem their company needs to address. I also explained that this was 100% Apple's fault and problem to resolve. She said she would call the repair depot to see about expediting my repair. She came back shortly after that and said that no matter what she did, she could not get the repair depot to agree to getting me my watch back ASAP. She then gave me the option of replacing my watch with a brand new retail boxed S4, because they don't have refurbished S4s yet, however I would have to call support and transfer my Applecare+ myself. Of course I agreed to making a 40 min phone call to transfer the AC+ in order to not be without my watch for weeks.I had to be very forceful to get my watch replaced on the spot at an Apple store.

End the end, I got a good result however I still wasted over 4-5 hours working on this problem which Apple 100% caused. Apple makes a fortune from us however they need to improve their processes; from retail store customer skills, to having the correct tools in the stores to install an OS on a watch, to being more willing to resolve issues like this with less hassle. Overall, this left a very bad taste in my mouth but reading some of your stories makes it even worse. If this had been my first bad Apple experience, I could try to look past it however I had an iphone 7 die 2 months out of warranty and Apple refused to do anything to help except allow me to purchase a replacement refurbished phone. I am going to seriously look into switching devices. The brand loyalty is just about gone.
Click to expand...

Send your story to Tim Cook’s email address. I did the same and I’ve had good results in the past when I had an issue with Apple’s customer service.
 
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My mail-in (not Express Service) arrived this morning and they already swapped it and the new one should be shipping off soon. From what it looks like, it will be a different unit, rather than a re-flash.

I've seen a lot of Express Service and Apple Store exchange data points and thought I'd provide my experience.
 
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I used their Repair box to FedEx my bricked Apple Watch back to them yesterday. FedEX says it was delivered this morning at 10 AM and it has a signature. Several hours have past and they have not updated My Support page to reflect this; it still reads that they sent me a box.

Has anyone gone through this whole process yet? How long did it take for them to get back with you after they received it?
 
wlow3 said:
I used their Repair box to FedEx my bricked Apple Watch back to them yesterday. FedEX says it was delivered this morning at 10 AM and it has a signature. Several hours have past and they have not updated My Support page to reflect this; it still reads that they sent me a box.

Has anyone gone through this whole process yet? How long did it take for them to get back with you after they received it?
Click to expand...

:) Dude, it isn't a facility erect just for you and your return. They probably have a huge pile of boxes to go through. Give them at least a day or two.
 
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wlow3 said:
I used their Repair box to FedEx my bricked Apple Watch back to them yesterday. FedEX says it was delivered this morning at 10 AM and it has a signature. Several hours have past and they have not updated My Support page to reflect this; it still reads that they sent me a box.

Has anyone gone through this whole process yet? How long did it take for them to get back with you after they received it?
Click to expand...

I’ve done the same a couple months back and also noticed the page wasn’t updating. Don’t worry though. Even though the status wasn’t updating fast, they did return the replacement watch on the same day. It was a very speedy process.
 
wlow3 said:
I used their Repair box to FedEx my bricked Apple Watch back to them yesterday. FedEX says it was delivered this morning at 10 AM and it has a signature. Several hours have past and they have not updated My Support page to reflect this; it still reads that they sent me a box.

Has anyone gone through this whole process yet? How long did it take for them to get back with you after they received it?
Click to expand...

Mine is the same, FedEx shows delivered at 9:15AM this morning but still showing as a box was sent to me. I assume things are progressing even if the site doesn't update.
 
pixel_junkie said:
:) Dude, it isn't a facility erect just for you and your return. They probably have a huge pile of boxes to go through. Give them at least a day or two.
Click to expand...
Hey, I realize that. But it would be smart that, as they scanned these things in, the scan itself could update that fact on the Repair Status page. Just a message like, "We’ve received your box. You'll receive a status update on your repair within 48 hours," would be good enough of an acknowledgment that the process is proceeding along.

Yes, I realize I'm a little too eager to get my watch back. I think that there are at least thousands of these, if not tens of thousands, so as soon as someone eyeballs that a returned watch is not damaged I'm guessing that they are probably immediately sending out new replacements to speed along turnaround. I doubt they are automated to flash restore this number of returns that quickly. I'll reply here when I receive word from Apple.
 
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