"We're sending your product back to you."

[Dwalls90]

I sent my Original AW in for repair (I have AppleCare+) last Friday, as the "Force Touch" screen stopped working altogether. Today I was emailed the below message:

Your product arrived at our repair center. Unfortunately, our technicians determined that your product is ineligible for service. It shows signs of misuse or unauthorized modifications. Therefore we can’t complete your repair request, and we’re returning your product as is. You'll get it in about two business days. We apologize for any inconvenience.

To say I am furious is an understatement. Here's why:

1.) The watch has NEVER been modified (I wouldn't even know how to "modify" an Apple Watch)
2.) When it stopped functioning, I was at work - not at the gym, in a pool, etc. In addition, there is no visible physical damage. It's in great shape and has never been "misused".
3.) I paid a handsome sum for AppleCare+ (before the price was reduced), and have never used it.. only to now find out it was a waste of money?
4.) As oppose to the "good 'ol days", when if your device stopped working, Apple would replace it on the spot at the genius bar, you now have to ship it in and wait 7-10 days before you receive a replacement device (or not, in my case).

I escalated the case, yet have to wait 2 business days for a call back.

It's no mystery Apple has started becoming arrogant and is no longer customer focus (as evidenced by the recent MacBook "Pro"), but this is laughable.

Anyone else ever been in this boat or have similar experiences?

 

[NewtonPippin]

You modded it and accepted the risks involved. Now you have to deal with the consequences

 

[rocknblogger]

You modded it and accepted the risked involved. Now you have to deal with the consequences

He just stated that he didn't mod it. Why would you immediately jump to the conclusion that he did? Doesn't he even get the benefit of the doubt at least for now?

 

[44267547]

I sent my Original AW in for repair (I have AppleCare+) last Friday, as the "Force Touch" screen stopped working altogether. Today I was emailed the below message:

Your product arrived at our repair center. Unfortunately, our technicians determined that your product is ineligible for service. It shows signs of misuse or unauthorized modifications. Therefore we can’t complete your repair request, and we’re returning your product as is. You'll get it in about two business days. We apologize for any inconvenience.

To say I am furious is an understatement. Here's why:

1.) The watch has NEVER been modified (I wouldn't even know how to "modify" an Apple Watch)
2.) When it stopped functioning, I was at work - not at the gym, in a pool, etc. In addition, there is no visible physical damage. It's in great shape and has never been "misused".
3.) I paid a handsome sum for AppleCare+ (before the price was reduced), and have never used it.. only to now find out it was a waste of money?
4.) As oppose to the "good 'ol days", when if your device stopped working, Apple would replace it on the spot at the genius bar, you now have to ship it in and wait 7-10 days before you receive a replacement device (or not, in my case).

I escalated the case, yet have to wait 2 business days for a call back.

It's no mystery Apple has started becoming arrogant and is no longer customer focus (as evidenced by the recent MacBook "Pro"), but this is laughable.

Anyone else ever been in this boat or have similar experiences?

Clearly Apple located some discrepancy with the Watch. They wouldn't just send it back for no reason. I personally have never heard of this. Please report back what you find out.

 

[ibookg409]

Clearly Apple located some discrepancy with the Watch. They wouldn't just send it back for no reason. I personally have never heard of this. Please report back what you find out.

What if there technician broke something or screwed up? Instead of admitting to his bosses that he screwed up he could just say "The owner modded the Watch".

 

[44267547]

What if there technician broke something or screwed up? Instead of admitting to his bosses that he screwed up he could just say "The owner modded the Watch".

That clearly would be dishonest and One would reasonably believe a company as reputable as Apple is, an employee wouldn't fabricate your story. That said, seems far fetched a trained Apple technician would go to these lengths (Not saying it's not possible). Again, hopefully the OP follows up with us and advises his findings.

 

[ibookg409]

That clearly would be dishonest and One would reasonably believe a company as reputable as Apple is, an employee wouldn't fabricate your story. That said, seems far fetched a trained Apple technician would go to these lengths (Not saying it's not possible). Again, hopefully the OP follows up with us and advises his findings.

Sure, but it seems like you are giving the Apple Tech a lot more grace then the OP.

 

[44267547]

Sure, but it seems like you are giving the Apple Tech a lot more grace then the OP.

No. I'm not giving grace to anyone. I'm simply implying perhaps they located an issue with the Watch, which may or may not have been liable to the OP. It really is irrelevant. I believe everything the OP is saying. However, Apple is one the conducting the repair, its their policy and procedure. Apple clearly made the decision to return the product back to the OP for a specific reason.

Again, after all my years with Apple, I would find it highly unlikely the repair technician "Broke" the Watch beyond repair and claimed it was the OP's fault for some understated reason. Lets wait until what the OP reports back.

 

[Mlrollin91]

I sent my Original AW in for repair (I have AppleCare+) last Friday, as the "Force Touch" screen stopped working altogether. Today I was emailed the below message:

Your product arrived at our repair center. Unfortunately, our technicians determined that your product is ineligible for service. It shows signs of misuse or unauthorized modifications. Therefore we can’t complete your repair request, and we’re returning your product as is. You'll get it in about two business days. We apologize for any inconvenience.

To say I am furious is an understatement. Here's why:

1.) The watch has NEVER been modified (I wouldn't even know how to "modify" an Apple Watch)
2.) When it stopped functioning, I was at work - not at the gym, in a pool, etc. In addition, there is no visible physical damage. It's in great shape and has never been "misused".
3.) I paid a handsome sum for AppleCare+ (before the price was reduced), and have never used it.. only to now find out it was a waste of money?
4.) As oppose to the "good 'ol days", when if your device stopped working, Apple would replace it on the spot at the genius bar, you now have to ship it in and wait 7-10 days before you receive a replacement device (or not, in my case).

I escalated the case, yet have to wait 2 business days for a call back.

It's no mystery Apple has started becoming arrogant and is no longer customer focus (as evidenced by the recent MacBook "Pro"), but this is laughable.

Anyone else ever been in this boat or have similar experiences?

Wait, you have AC+ and didn't use express replacement? Why not? They send you a new one, you send them yours back. If they determine the issue was covered under warranty, there is no charge. If they determine the issue warranted using one of your two incidents, they only charge you the deductible for the incident.

If your escalation does not work, reach out to Customer Relations. They will work wonders for you. They replaced my 2011 iMac that had bluetooth issues for 4 years and was out of warranty with a brand new 2015 iMac free of charge. Apple still has great customer service, but there are definitely more barriers and jumps to go through.

 

[44267547]

Wait, you have AC+ and didn't use express replacement? Why not? They send you a new one, you send them yours back. If they determine the issue was covered under warranty, there is no charge. If they determine the issue warranted using one of your two incidents, they only charge you the deductible for the incident.

If your escalation does not work, reach out to Customer Relations. They will work wonders for you. They replaced my 2011 iMac that had bluetooth issues for 4 years and was out of warranty with a brand new 2015 iMac free of charge. Apple still has great customer service, but there are definitely more barriers and jumps to go through.

I'm actually surprised Apple didn't recommend Express replacement, being they have Apple Care Plus. But none the less, They definitely owe an explanation for the return. I'm curious to there reasoning behind the return.

 

[dictoresno]

When I had an issue with my wife's watch, the genius inspected it thoroughly before authorizing it to be returned for repair/replacement. The only thing they can inspect for in person is water damage. My guess is that's what they found to be wrong with yours. Hopefully the paperwork will say what the issue was.

 

[44267547]

When I had an issue with my wife's watch, the genius inspected it thoroughly before authorizing it to be returned for repair/replacement. The only thing they can inspect for in person is water damage. My guess is that's what they found to be wrong with yours. Hopefully the paperwork will say what the issue was.

This seems to make sense. If it was water damaged by the OP, then perhaps the water affected the Force Touch display.

 

[dictoresno]

I meant the only thing they CANT inspect for in person is water damage. The techs at the repair facilities can and probably denied the repair because of it. Any physical damage would be noted on the form filled out by the genius in the store you returned it to.

 

[44267547]

I meant the only thing they CANT inspect for in person is water damage. The techs at the repair facilities can and probably denied the repair because of it. Any physical damage would be noted on the form filled out by the genius in the store you returned it to.

I understood what you meant by your first post. My thoughts are if the OP subjected the Watch to water and if Apple verified the Force Touch was affected due to the contribution of water when it arrived, therefore it nulls the warranty and it's repair process. What I don't understand is, why wouldn't they explain this to the customer with some vague message, which doesn't clairfy The reason for return and creates confusion.

 

[dictoresno]

I understood what you meant by your first post. My thoughts are if the OP subjected the Watch to water and if Apple verified the Force Touch was affected due to the contribution of water when it arrived, therefore it nulls the warranty and it's repair process. What I don't understand is, why wouldn't they explain this to the customer with some vague message, which doesn't clairfy and creates confusion.

Maybe the email is vague but the paperwork that arrives with the watch will be more specific. My guess is a call to apple care will tell more. I'm sure they have specific notes regarding that on their end.

 

[44267547]

Maybe the email is vague but the paperwork that arrives with the watch will be more specific. My guess is a call to apple care will tell more. I'm sure they have specific notes regarding that on their end.

I'm sure Apple would have more information documented on there end, as you mentioned.

 

[Newtons Apple]

Sure, but it seems like you are giving the Apple Tech a lot more grace then the OP.

I am betting there is more to this story than we are hearing.

 

[KarimLeVallois]

I am betting there is more to this story than we are hearing.

Maybe so. Are we all sitting comfortably people? Then the OP will begin...

 

[pixelements]

Water damage is not covered under warranty? Even though I use it "only" in a swimming pool for example?

 

[Newtons Apple]

Water damage is not covered under warranty? Even though I use it "only" in a swimming pool for example?

Apple DOES cover water damage if the device is not showing signs of damage. Many of the early watches had leaks around the screen and were replaced due to that.

 

[pixelements]

Apple DOES cover water damage if the device is not showing signs of damage. Many of the early watches had leaks around the screen and were replaced due to that.

Good to hear, since the new iPhone is not covered. I will go for the AW Series 2 then.

 

[jermy4]

I sent my Original AW in for repair (I have AppleCare+) last Friday, as the "Force Touch" screen stopped working altogether. Today I was emailed the below message:

Your product arrived at our repair center. Unfortunately, our technicians determined that your product is ineligible for service. It shows signs of misuse or unauthorized modifications. Therefore we can’t complete your repair request, and we’re returning your product as is. You'll get it in about two business days. We apologize for any inconvenience.

To say I am furious is an understatement. Here's why:

1.) The watch has NEVER been modified (I wouldn't even know how to "modify" an Apple Watch)
2.) When it stopped functioning, I was at work - not at the gym, in a pool, etc. In addition, there is no visible physical damage. It's in great shape and has never been "misused".
3.) I paid a handsome sum for AppleCare+ (before the price was reduced), and have never used it.. only to now find out it was a waste of money?
4.) As oppose to the "good 'ol days", when if your device stopped working, Apple would replace it on the spot at the genius bar, you now have to ship it in and wait 7-10 days before you receive a replacement device (or not, in my case).

I escalated the case, yet have to wait 2 business days for a call back.

It's no mystery Apple has started becoming arrogant and is no longer customer focus (as evidenced by the recent MacBook "Pro"), but this is laughable.

Anyone else ever been in this boat or have similar experiences?

Not my thread but your situation sounded similar:
https://forums.macrumors.com/threads/apple-has-cancelled-my-watchs-applecare.1992482/

 

[Julien]

Good to hear, since the new iPhone is not covered. I will go for the AW Series 2 then.

It is actually covered. Apple just says this to try and limit the amount of water exposure. There is no way to say it is IPx7 water rated and not cover it. If Apple denied water damage claims while advertising IPx7/showing iPhones in & around water then Apple would have a 100% guaranteed to lose class action suite on their hands.

 

[pixelements]

It is actually covered. Apple just says this to try and limit the amount of water exposure. There is no way to say it is IPx7 water rated and not cover it. If Apple denied water damage claims while advertising IPx7/showing iPhones in & around water then Apple would have a 100% guaranteed to lose class action suite on their hands.

Well, it's actually not. Even Samsung doesn't cover it even though it has a higher water resistance rating.

"Before you get too upset about Apple, though, it’s worth noting that it’s not alone in not offering protection against water damage. Samsung’s Galaxy S7 and S7 edge both offer a higher IP68 standard of protection — guaranteeing them to depths of 1.5 meters — but also doesn’t cover water damage."

Edit: official Apple statement:

"iPhone 7 and iPhone 7 Plus are splash, water, and dust resistant and were tested under controlled laboratory conditions with a rating of IP67 under IEC standard 60529. Splash, water, and dust resistance are not permanent conditions and resistance might decrease as a result of normal wear. Do not attempt to charge a wet iPhone; refer to the user guide for cleaning and drying instructions. Liquid damage not covered under warranty."

 

[Dwalls90]

People, I wouldn't spend my time posting this thread, if I knew I had "modded" my watch and was liable here. It's a little frustrating for some to suggest this was the case. I don't even know HOW to modify the watch, not to mention, I have been paranoid to even use non-Apple watch bands.

Wait, you have AC+ and didn't use express replacement? Why not? They send you a new one, you send them yours back. If they determine the issue was covered under warranty, there is no charge. If they determine the issue warranted using one of your two incidents, they only charge you the deductible for the incident.

If your escalation does not work, reach out to Customer Relations. They will work wonders for you. They replaced my 2011 iMac that had bluetooth issues for 4 years and was out of warranty with a brand new 2015 iMac free of charge. Apple still has great customer service, but there are definitely more barriers and jumps to go through.

I'm actually surprised Apple didn't recommend Express replacement, being they have Apple Care Plus. But none the less, They definitely owe an explanation for the return. I'm curious to there reasoning behind the return.

When I initially contacted Apple about the issue before sending in for repair, "Express Replacement" was never offered as an option. I suppose as my AC+ wasn't "canceled" (from reading the other linked thread above), I could smash the watch and pay the deductible for a new watch... but what a dishonest act on my behalf, not to mention illogical process.

I'll definitely escalate it to Customer Relations after discussing further with Apple today, because I have a sinking feeling I'll be dealing with another representative that can't do anything to actually resolve the issue.

When I had an issue with my wife's watch, the genius inspected it thoroughly before authorizing it to be returned for repair/replacement. The only thing they can inspect for in person is water damage. My guess is that's what they found to be wrong with yours. Hopefully the paperwork will say what the issue was.

I understood what you meant by your first post. My thoughts are if the OP subjected the Watch to water and if Apple verified the Force Touch was affected due to the contribution of water when it arrived, therefore it nulls the warranty and it's repair process. What I don't understand is, why wouldn't they explain this to the customer with some vague message, which doesn't clairfy The reason for return and creates confusion.

It can't be water damage. I don't subject the watch to water, and don't go swimming with it or submerge it. Have I wore it while washing hands? Yes. It's water resistant, and required to survive specific water 'immersion' under ISO ratings. That said, I don't dunk my wrists under the faucet during these times, and have never experienced such issues during 1.5+ years of ownership and using the watch in a consistent manner. This all considered, how dare the CEO of Apple publicly state he showers with his AW, considering Apple actually recommends you don't get the watch wet, beyond some splashes here and there.

I am betting there is more to this story than we are hearing.

I sure hope so, and have a "senior advisor" calling me at 11:00 AM. I'll post back with the details provided to me.

Above all else, providing a vague explanation in form of an email, without contacting me first to explain next steps, is TERRIBLE customer service. How dare the company assume I have modified the device, particularly when I know for a fact I haven't, and then basically saying "Well, that sucks! Too bad, we can't help you."

Obviously I am going to take next steps in terms of repairing or replacing the device, so why weren't these options offered? Instead they've wasted a week of my time, leaving me with still a non-functional watch that should arrive today. In the process of wasting everyone's time, they've pissed off a customer.