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"We're sending your product back to you."
- Thread starter Dwalls90
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Okay, so it really shouldn't have gone this far at all (customer relations, executive relations). The first or second senior advisor should have asked the repair depot to take a second look at theWatch that was "supposedly" misused. Approximately 81%-83% of the time they take a second look, decide they were wrong, and all is well. 2-3 day process, tops. That said, Express Replacement is the best way to go, as then they do not seem to give a rip and just replace it.
Totally agree. Unfortunately, they notified me of their findings AFTER they had already sent out the watch to FedEx. So, the watch is currently being tossed around by FedEx, it's not in Apple's nor my possession.
Eagerly awaiting my call from the Executive Relations team..
For my OG stainless steel model the hold was for the amount was over $500. There a document on apples website that actually states the correct amount. But I was initially quoted 199-249. Im not telling my complete story but OP is correct in his suggestion that apple is a little less reluctant to honor apple watrch warranty replacements. My watch also has apple care+
If you're too lazy to search for the document that lists the actual hold amount (like myself) I'll check this thread and post when im not busy.
The Apple Watch express replacement hold is the OOW fee. Which is now between $199-$249 depending on model (assuming you don't have an Apple Watch Edition).
https://support.apple.com/watch/repair/service/express-replacement
https://support.apple.com/watch/repair/service/pricing
Additionally, there is a late fee. If they receive it late, you are not charged the entire amount, you are charged only a late fee. But that can easily be waived if there is a valid reason why it took so long, such as a storm preventing Fedex from getting it back to Apple.
Maybe the pricing has come down since you did it. But it is definitely not $500. I did an express replacement 6 months ago for my Sport and the hold was $199.
I received an email and call from a member of the Executive Relations team. Finally, first and foremost, I received an apology, which was refreshing.
I was told that after "gathering facts and contacting the depot", my watch was incorrectly deemed ineligible for service. I found it interesting he mentioned it was odd that there were no detailed notes nor photos of my device, which is protocol of the watch depot. The executive said I would need to pickup my returned watch from FedEx, and send it back to the depot again, for them to retry the repair diagnosis process (in other words, restarting the same process that had just failed me). Obviously I expressed I was not pleased with this approach, as I could understand needing to go to FedEx to obtain a REPAIRED watch, since it's my fault I wasn't home to receive it during delivery attempt. However, it's difficult to swallow the pill of Apple wanting me to go out of my way to spend more of my time to remedy something they royally have screwed up, let alone guaranteeing I will be without a watch for minimally a second full week, if not closer to three.
As such, they are attempting to have FedEx return the package back to the depot without me needing to pick it up, so they can re-diagnose the watch for repair, but the executive wasn't sure if FedEx was capable of doing this. This considered, I'm supposed to receive an update before the end of the week from Apple.
Below was my follow-up email I sent to the executive:
Here's the email I responded with this evening to summarize our discussion today:
Hi XXXXX,
I really appreciate your time today and a prompt follow up.
As discussed, I look forward to determining if after Apple contacted FedEx, FedEx was able to return my watch back to the depot, without my intervention, in an effort to reattempt repair timely. If it’s determined that this was not possible, please let me know so I can chase down the package from FedEx and send it back to Apple on my own, when I return home in December. If I need to be involved with the shipping process, please let me know how Apple plans to issue me a new FedEx label to avoid further issues with this repair.
As mentioned, I am also traveling for the holidays on December 16th. I was intending on buying two apple watches for family members as Christmas gifts before traveling, but most certainly will not be proceeding with that transaction nor any additional purchases from Apple, until I have a fully functioning watch in my possession. Given the time table of events thus far, I’m a little concerned I won’t have a functioning watch by that date, but I trust your team will do whatever is necessary to ensure that this is not the case.
I think it goes without saying that had AppleCare functioned as designed, Apple would have already sent me a repaired/replaced watch by now. Considering at this point in time, I still do not have a functioning Apple Watch (and it will realistically take at least two if not three or more times the usual turnaround duration for me to receive it), in addition to now have wasting 6 hours of my personal time, I’m not sure I feel that plainly providing me with a repaired watch is the most appropriate solution to this customer service disaster. In essence, the proposed solution to my situation is no different than the intended AppleCare outcome, but without considering hours of my lost time and unnecessary time without my Apple product and AppleCare+.
I know you said we would speak again with an update on the situation before the end of the week. I look forward to your response, and again, I hope you have a wonderful evening.
Warm Regards,
XXXXX
I was told that after "gathering facts and contacting the depot", my watch was incorrectly deemed ineligible for service. I found it interesting he mentioned it was odd that there were no detailed notes nor photos of my device, which is protocol of the watch depot. The executive said I would need to pickup my returned watch from FedEx, and send it back to the depot again, for them to retry the repair diagnosis process (in other words, restarting the same process that had just failed me). Obviously I expressed I was not pleased with this approach, as I could understand needing to go to FedEx to obtain a REPAIRED watch, since it's my fault I wasn't home to receive it during delivery attempt. However, it's difficult to swallow the pill of Apple wanting me to go out of my way to spend more of my time to remedy something they royally have screwed up, let alone guaranteeing I will be without a watch for minimally a second full week, if not closer to three.
As such, they are attempting to have FedEx return the package back to the depot without me needing to pick it up, so they can re-diagnose the watch for repair, but the executive wasn't sure if FedEx was capable of doing this. This considered, I'm supposed to receive an update before the end of the week from Apple.
Below was my follow-up email I sent to the executive:
Here's the email I responded with this evening to summarize our discussion today:
Hi XXXXX,
I really appreciate your time today and a prompt follow up.
As discussed, I look forward to determining if after Apple contacted FedEx, FedEx was able to return my watch back to the depot, without my intervention, in an effort to reattempt repair timely. If it’s determined that this was not possible, please let me know so I can chase down the package from FedEx and send it back to Apple on my own, when I return home in December. If I need to be involved with the shipping process, please let me know how Apple plans to issue me a new FedEx label to avoid further issues with this repair.
As mentioned, I am also traveling for the holidays on December 16th. I was intending on buying two apple watches for family members as Christmas gifts before traveling, but most certainly will not be proceeding with that transaction nor any additional purchases from Apple, until I have a fully functioning watch in my possession. Given the time table of events thus far, I’m a little concerned I won’t have a functioning watch by that date, but I trust your team will do whatever is necessary to ensure that this is not the case.
I think it goes without saying that had AppleCare functioned as designed, Apple would have already sent me a repaired/replaced watch by now. Considering at this point in time, I still do not have a functioning Apple Watch (and it will realistically take at least two if not three or more times the usual turnaround duration for me to receive it), in addition to now have wasting 6 hours of my personal time, I’m not sure I feel that plainly providing me with a repaired watch is the most appropriate solution to this customer service disaster. In essence, the proposed solution to my situation is no different than the intended AppleCare outcome, but without considering hours of my lost time and unnecessary time without my Apple product and AppleCare+.
I know you said we would speak again with an update on the situation before the end of the week. I look forward to your response, and again, I hope you have a wonderful evening.
Warm Regards,
XXXXX
Aside from the apology, it just seems Apple
Is making this difficult for you. I'm just curious to why they deemed your Watch ineligible for repair to begin with. In any case, you handled this appropriately and I appreciate your cander.
Keep us posted and hopefully it has a successful ending.
I've seen this happen many times, and only a couple times has there actually been misuse/modification. I can only think that there are some internal regulations that require them to mark some devices as misused, or maybe they have to meet a quota or something? As for the lack of photos (of what they found wrong with the Watch), I think that's actually explainable, as they are not supposed to share photos of a device that has been modified, as it may give others ideas on how to modify theirs.
In any case, it appears that what should've happened days ago is finally happening. My condolences, OP, I know it's an annoying process.
Honestly, I think it's safe to say Apple doesn't know why it was denied service either, which is why they are now scrambling. I do agree it's unacceptable they're not taking aggressive action to resolve the issue from a customer perspective, which would be to just give me a new watch, whether that be a refurb or new/retail. At this point, one would think issuing me a refurb or sealed retail watch would close the loop on this issue. I can't imagine that both the Executive and I spending more time (which is money) on this issue being dragged out, is a lesser cost than the difference between a brand new watch and a refurb. But that's not my decision to make.
While I understand they wouldn't share the photos with me, the fact internally they didn't document their position for rejecting service in the form of diagnosis notes and photos, is extremely concerning.
This played out almost identically to my experience linked here except my email to Tim Cook went unanswered. I hope this works out for you but my experience was truly identical.
1. Water Damage
2. Deemed misused
3. Phone rep saying they can't go back on depot decision
4. AC+ cancelled on my watch
5. returned to me as I had sent it in
I had went to an Apple Store though and they replaced it for me and it took additional work on my end to have Apple re-set the AC+ warranty back to its original status.
This is a sign of an issue at AppleCare's Depot center where someone is going rogue and / or being lazy and simply marking Apple Watches as modded / misused instead of providing the support necessary and it's costing Apple a lot of time & money in fall-out that far exceeds just replacing the watch. If you look at it from an efficiency standpoint.
1. 30 minutes on the phone with Apple
2. Overnight FedEx shipping both ways
3. 30 minutes in Depot processing, check-in, diagnosis, packaging, returning
4. my time driving to an Apple Store
5. 30 minutes of Retail genius time
6. Another FedEx package to and from depot
7. Replacement of Apple Watch
8. 1 hour of time by a level II Tech re-establishing my cancelled AppleCare+ agreement where he involved 15 minutes of another tech's time getting help then writing an email to me that all was good
9. Presumably 5 minutes of someone's time on the executive communications team reading the email I had sent (although I never received a reply).
If Apple had simply replaced the AppleWatch under warranty and used an AC+ Incident of mine, it would have only been steps 1-3. Surely someone at AppleCare realizes the time wasted by this rogue / lazy depot employee is causing corporate fall-out that severely undercuts the value of a $99 incident fee charged to the customer to simply replace the watch.
1. Water Damage
2. Deemed misused
3. Phone rep saying they can't go back on depot decision
4. AC+ cancelled on my watch
5. returned to me as I had sent it in
I had went to an Apple Store though and they replaced it for me and it took additional work on my end to have Apple re-set the AC+ warranty back to its original status.
This is a sign of an issue at AppleCare's Depot center where someone is going rogue and / or being lazy and simply marking Apple Watches as modded / misused instead of providing the support necessary and it's costing Apple a lot of time & money in fall-out that far exceeds just replacing the watch. If you look at it from an efficiency standpoint.
1. 30 minutes on the phone with Apple
2. Overnight FedEx shipping both ways
3. 30 minutes in Depot processing, check-in, diagnosis, packaging, returning
4. my time driving to an Apple Store
5. 30 minutes of Retail genius time
6. Another FedEx package to and from depot
7. Replacement of Apple Watch
8. 1 hour of time by a level II Tech re-establishing my cancelled AppleCare+ agreement where he involved 15 minutes of another tech's time getting help then writing an email to me that all was good
9. Presumably 5 minutes of someone's time on the executive communications team reading the email I had sent (although I never received a reply).
If Apple had simply replaced the AppleWatch under warranty and used an AC+ Incident of mine, it would have only been steps 1-3. Surely someone at AppleCare realizes the time wasted by this rogue / lazy depot employee is causing corporate fall-out that severely undercuts the value of a $99 incident fee charged to the customer to simply replace the watch.
Jesus, if you're going through this level of a Charlie-foxtrot, I'm afraid of what *I* will encounter when I visit an authorized apple repair shop with a broken watch in the future!
I live in Korea so there isn't an Apple Store like you see in other parts of the world; apple Korea has appointed certain third-party repaid shops as authorized service centers, and people's experiences here are all over the scale from fantastic to go burn in hell
I live in Korea so there isn't an Apple Store like you see in other parts of the world; apple Korea has appointed certain third-party repaid shops as authorized service centers, and people's experiences here are all over the scale from fantastic to go burn in hell
I was waiting for your commentary on my issue, as we definitely seem to be/have been in the same boat. Perhaps my email to Tim was a little more aggressive, and that's why I received a response? Regardless, sad to hear you didn't have as much luck as I did with that avenue. Let me know if you're fine with me sending your thread in my response to the executive - I intend on sending mine.
It's also laughable Apple can turn away ANY Apple Watch for water damage, regardless of the 1st generation/Series 0 being deemed "water resistant" and not "water proof", particularly based on the below:
Hold the Digital Crown under lightly running, warm, fresh water from a faucet for 10 to 15 seconds. Soaps and other cleaning products shouldn't be used.
According to Apple, the Apple Watch is IPX7 certified, which means that it is water resistant to a depth of 1 meter for up to 30 minutes
I completely agree something is wrong with select employees at the watch depot, or perhaps there is no real process in place to document the repair process. My guess is that it's a third party contractor, and not actually a Apple-run operation, dissimilar to the genius bar process in retail stores. Otherwise, it doesn't make sense they would outsource the repair/replacement process, at the time and expense of running a separate operation altogether.
We seem to also agree that there's no way this executive running around trying to track down my broken watch with FedEx, only to have it returned to the depot for reexamination, and then probably replaced by a refurbished watch (a week or two later), is a better use of his time and money, versus just providing me with a new watch (this is without accounting for my own lost time and hardships of the situation).
I plan on continuing bubbling up this issue and will keep this thread updated for future potential watch customers. I'm finding it increasingly difficult to settle for a refurbished watch replacement after my horrific experience and lost time, if Apple wishes to keep my business both for future and holiday gift purchases.
Jesus, if you're going through this level of a Charlie-foxtrot, I'm afraid of what *I* will encounter when I visit an authorized apple repair shop with a broken watch in the future!
I live in Korea so there isn't an Apple Store like you see in other parts of the world; apple Korea has appointed certain third-party repaid shops as authorized service centers, and people's experiences here are all over the scale from fantastic to go burn in hell
I have echoed that sentiment in my phone call with the executive; My experience has not only shaken my faith in Apple's customer service, but appears to have done the same for other MacRumors members, whom have stated they're now less likely to buy a future Apple product, specifically the watch.
Wait, you had AppleCare denied for water damage? Water damage is covered under Apple Care for the Apple Watch. I have read AppleCare warranty guide for the Apple Watch cover to cover at least a half dozen times. The word liquid/water does not exist. Therefore, because it is not excluded, water damage is covered. I had a watch replaced fro water damage. no questions asked.
I'm a little torn on this, to be honest.
On the one hand, when you're online, people usually mention grievances of all levels from the finicky to the grave (not just about Apple, but about other things too) more than they mention good experiences. This has led to expressions like vocal minority, silent majority or what have you. I'm not singling you out for this; I've done the exact same thing myself. That's why I try to balance that out by sharing good stories when possible.
On the other hand, when grievances are aired not by one or two people, but by ten or a hundred, it becomes a cause for worry. I consider myself lucky that the only times I've gone for servicing Apple products were for damages that I directly caused (shattered iPhone screen or submerged iPod because I dropped it, for example) or for general wear and tear (replacing exhausted batteries). I've also had the luck in avoiding products that have had mass recalls (MBP screen coating, for example). I'm just hoping that my Series 2 stainless steel keeps that luck streak going
I'm a little torn on this, to be honest.
On the one hand, when you're online, people usually mention grievances of all levels from the finicky to the grave (not just about Apple, but about other things too) more than they mention good experiences. This has led to expressions like vocal minority, silent majority or what have you. I'm not singling you out for this; I've done the exact same thing myself. That's why I try to balance that out by sharing good stories when possible.
On the other hand, when grievances are aired not by one or two people, but by ten or a hundred, it becomes a cause for worry. I consider myself lucky that the only times I've gone for servicing Apple products were for damages that I directly caused (shattered iPhone screen or submerged iPod because I dropped it, for example) or for general wear and tear (replacing exhausted batteries). I've also had the luck in avoiding products that have had mass recalls (MBP screen coating, for example). I'm just hoping that my Series 2 stainless steel keeps that luck streak going
I have also had great Apple experiences, so I agree it's important to not seem unfair/unbiased. Apple is not a bad company, and (hopefully) this is just a misstep and not representational of their latest business approach. However, if you read my story, it's very concerning that on more than one occasion (more to the tune of 5/6 times), they have completely dropped the ball, versus just having one bad experience.
If anything else, because they set the tone as "being the best", it makes it much more difficult to comprehend any deviation from that norm - especially when you go from the best customer service, to the worst.
No update from the Executive contact, so sent a follow up email, after being unable to place a phone call with him today:
Hi XXXX,
It looks like we weren't able to catch each other before late Thursday/early Friday of this week.
In any event, it looks like my watch is currently headed back to the depot for a Tuesday arrival. Unless there is a more recent update you are able to provide me regarding the case, correct me if I’m wrong, but right now it looks like we’re looking at a greater than 2 week and more like 3 week turn around for a repaired/functioning watch (fingers crossed, no other issues with this repair). As communicated prior, I find this highly unacceptable, especially as someone who paid for AppleCare+ (for incidents such as these) and is a life-long customer that has spent thousands of dollars on Apple hardware beginning from over a decade ago. Please let me know how Apple wishes to address these unforeseen and unbelievable circumstances to keep my business into the next decade.
I hope you have a great weekend,
XXXXX
Hi XXXX,
It looks like we weren't able to catch each other before late Thursday/early Friday of this week.
In any event, it looks like my watch is currently headed back to the depot for a Tuesday arrival. Unless there is a more recent update you are able to provide me regarding the case, correct me if I’m wrong, but right now it looks like we’re looking at a greater than 2 week and more like 3 week turn around for a repaired/functioning watch (fingers crossed, no other issues with this repair). As communicated prior, I find this highly unacceptable, especially as someone who paid for AppleCare+ (for incidents such as these) and is a life-long customer that has spent thousands of dollars on Apple hardware beginning from over a decade ago. Please let me know how Apple wishes to address these unforeseen and unbelievable circumstances to keep my business into the next decade.
I hope you have a great weekend,
XXXXX
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I feel like there is no ending to this situation. Hopefully next week, Apple resolves this and provides you with answers.
They should have offered an express replacement. Without a doubt. This entire thing could ha been avoided if Apple realized the OP had AC+ and offered the OP one of the largest benefits of AC+.
Exactly my thoughts. The minute my case reached executive relations, they should have issued me an express replacement overnight (free of charge/hold, due to the level it was escalated to) and simultaneously request FedEx return my broken watch back to Apple, as they incorrectly deemed it ineligible for service/replacement.
I'm further furious that I was supposed to have an update before the weekend, and haven't received one since Wednesday (which was less of an update, more to tell me they had received my case). Well apparently Apple Executives leave the office by 4 PM on Fridays. I wish I could work at the Executive level in a billion dollar corporation and work less than 40 hours a week and no weekends. If I treated my clients this way, I would have lost my job years ago.
True and agreed, but moreover, my watch qualified for replacement under regular AppleCare.
Very true, it did qualify under normal AppleCare, but because you have Plus, the first thing they should have asked you is if you would like to use that service.
AppleCare is the one year of warranty you get with the device. AppleCare+ is the additional year + accidental damage incidents.
This whole series of events as described in this thread simply comes across as dishonest, negligent and disinterested on Apples part.
When you purchased your overly expensive watch they sold an extra cost overly expensive applecare warranty that they claimed both in the store and in writing would cover your watch if and/or when it broke for virtually any reason.
When you did experience a failure in your watch they then claimed it was not covered and would not provide any specific reason why. They then put the burden on you to prove otherwise.
Only after a substantial investment of your time did they finally say "whoops, my bad" and then offer to maybe, just maybe help you get it repaired. Oh, by the way, you will need to chase it down from Fedex delivery, because hey, we at Apple really don't have the time or desire to deal with this.
Please tell me if I miss d something here.
In my mind the question simply becomes "What exactly and I paying these overly high prices for?" Apparently it is not a really well made product, it broke. It was not the incredible level of service, what you got was pitiful. At some point you start asking yourself what your commitment to Apple is really doing for you.
When you purchased your overly expensive watch they sold an extra cost overly expensive applecare warranty that they claimed both in the store and in writing would cover your watch if and/or when it broke for virtually any reason.
When you did experience a failure in your watch they then claimed it was not covered and would not provide any specific reason why. They then put the burden on you to prove otherwise.
Only after a substantial investment of your time did they finally say "whoops, my bad" and then offer to maybe, just maybe help you get it repaired. Oh, by the way, you will need to chase it down from Fedex delivery, because hey, we at Apple really don't have the time or desire to deal with this.
Please tell me if I miss d something here.
In my mind the question simply becomes "What exactly and I paying these overly high prices for?" Apparently it is not a really well made product, it broke. It was not the incredible level of service, what you got was pitiful. At some point you start asking yourself what your commitment to Apple is really doing for you.
This can happen with literally any product from any company. Its bad luck. But to flat out question your commitment to Apple because of a little bad luck is a little drastic. I have had a problem with my 2011 iMac for 5 years now. I've had over 15 repairs done to it for a multitude of issues. I've been out of warranty for 2 years now, but the issue was still there, even after having every single component in the computer replaced over the last 5 years. I was told by multiple Apple representatives that it is out of warranty and is no longer there problem. I finally reached out to the Executive team and Customer relations replaced my 2011 iMac with a brand new 2015 iMac.
It may take a while, but Apple does care about customer service and they will eventually make things right. Its difficult when you are dealing with low level employees that don't know what to do, but once you get the executive team involved, it typically works itself out. All company's customer service have its pitfalls. Its just the way it is. All products cannot be made error free, its also just the way it is.
Cool story bro. It only took them five years to get it right for you. How could anybody question Apple and its commitment to its customers after your story? Hear that original poster with apple watch issue? Only five more years to go until you get a working watch.