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

[Mlrollin91]

My understanding is watch examination for repair/replacement should generally be wrapped up within a business day, so I'm expecting an update for the executive today.



I cited my terrible customer service experience, denial of warranty and hours of wasted time, and that issuing me a refurbished watch was not the correct solution to my issue. Clearly the executive ignored this comment.



Are you speaking from experience? Is this proven to be true? Because it doesn't seem at all obvious that I should be expecting anything at this point.

No, he is correct. Apple never offers 'compensation' until the issue has been solved first. Once the issue is solved, they will then consider compensation, or it will be open for discussion if you were to ask. I have had this in the past. The executive team has told me "we can talk about compensation once the issue at hand is resolved".

 

[adamjackson]

To be clear though, I have to ask does anywhere in the AppleCare+ T&C does it mention that Apple Inc owes a user monetary compensation for loss of use or delays?

I've never even thought to ask for that. I really wouldn't expect Apple to offer or to agree to anything. Mistakes were made but Apple never made any promises such as an SLA between the buyer and the company. Seems weird to ask for.

 

[Lennyvalentin]

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?

That would not just be an incredibly dumb company procedure, deliberately screwing their own customers over when they have legit claims, it actually sounds downright fraudulent and illegal.

Please, don't ever go into corporate business. You seem to have far too many dangerous ideas for our collective good...

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.

How can you share photos that don't even exist in the first place and which are supposed to exist, as according to internal procedures? *boggle*

Also, the issue wasn't ever that Apple would not want to share photos to discourage "modification" (lol, what are they supposed to do about iFixit.com for example?), but rather photos allegedly not existing at all, contrary to internal procedure.

 

[StayPuft]

Sounds like a chaotic circus of fail. I hope you get a watch ... of some kind ... in the near future.

 

[Mlrollin91]

To be clear though, I have to ask does anywhere in the AppleCare+ T&C does it mention that Apple Inc owes a user monetary compensation for loss of use or delays?

I've never even thought to ask for that. I really wouldn't expect Apple to offer or to agree to anything. Mistakes were made but Apple never made any promises such as an SLA between the buyer and the company. Seems weird to ask for.

Of course thats not listed in the T/C but this is more than just a mistake. Apple clearly didn't even look at the product before denying coverage and then terminating AppleCare+ after the OP had paid extra for that. Even if there was physical damage, AC+ would have covered that. The fact that they are saying the watch was modded is beyond a mistake. he has been without his watch for weeks now, when it should have been in and out in less than 5 business days. I am one against entitlement, but in this case, the OP is entitled to compensation for the hours and of wasted time and not having a product. Especially when he should have been sent a replacement watch with express replacement from the beginning

 

[Dwalls90]

No, he is correct. Apple never offers 'compensation' until the issue has been solved first. Once the issue is solved, they will then consider compensation, or it will be open for discussion if you were to ask. I have had this in the past. The executive team has told me "we can talk about compensation once the issue at hand is resolved".

Thanks for the headsup. I feel like I have done everything but formally asked for "compensation" at this point, and this has been ignored during any conversations with the executive ("What is Apple able to do to maintain my business as a customer?")

I'll be sure to be more aware of this during my follow up conversation with the executive, once the case is closed and I have a functioning watch back.

To be clear though, I have to ask does anywhere in the AppleCare+ T&C does it mention that Apple Inc owes a user monetary compensation for loss of use or delays?

I've never even thought to ask for that. I really wouldn't expect Apple to offer or to agree to anything. Mistakes were made but Apple never made any promises such as an SLA between the buyer and the company. Seems weird to ask for.

I'm not expecting Apple to cut me a check for my average salaried hourly wage times hours lost. But a good faith gift such as a free Link Bracelet or watch accessory like an extra charger would be nice. Again, I don't feel entitled, but this issue has dragged on for weeks now, costing me unnecessary time without a product (with AppleCare+) that I have spent hundreds on, let alone hours of my personal time.

It sounds like your case was far more involved and you definitely were more gracious and generous with how it was handled

Of course thats not listed in the T/C but this is more than just a mistake. Apple clearly didn't even look at the product before denying coverage and then terminating AppleCare+ after the OP had paid extra for that. Even if there was physical damage, AC+ would have covered that. The fact that they are saying the watch was modded is beyond a mistake. he has been without his watch for weeks now, when it should have been in and out in less than 5 business days. I am one against entitlement, but in this case, the OP is entitled to compensation for the hours and of wasted time and not having a product. Especially when he should have been sent a replacement watch with express replacement from the beginning

Exactly, and I agree, I am not one for "handouts."

 

[Defender2010]

Thanks for the headsup. I feel like I have done everything but formally asked for "compensation" at this point, and this has been ignored during any conversations with the executive ("What is Apple able to do to maintain my business as a customer?")

I'll be sure to be more aware of this during my follow up conversation with the executive, once the case is closed and I have a functioning watch back.



I'm not expecting Apple to cut me a check for my average salaried hourly wage times hours lost. But a good faith gift such as a free Link Bracelet or watch accessory like an extra charger would be nice. Again, I don't feel entitled, but this issue has dragged on for weeks now, costing me unnecessary time without a product (with AppleCare+) that I have spent hundreds on, let alone hours of my personal time.

It sounds like your case was far more involved and you definitely were more gracious and generous with how it was handled



Exactly, and I agree, I am not one for "handouts."

Just ask while you have the chance. You seem to be able to conduct yourself well, so just say - "Is there anything you can do to compensate me for this terrible experience which cost me time, money, stress and a lot of effort." Once the opportunity passes you can't turn the clock back and wonder why. Nobody will think you are a scrounger. It's between you and Apple Inc.

 

[Mlrollin91]

Just ask while you have the chance. You seem to be able to conduct yourself well, so just say - "Is there anything you can do to compensate me for this terrible experience which cost me time, money, stress and a lot of effort." Once the opportunity passes you can't turn the clock back and wonder why. Nobody will think you are a scrounger. It's between you and Apple Inc.

This. You must be blunt about it.

 

[syphern]

I feel for you man, honestly my experience of apple support lately has been downhill

 

[Dwalls90]

Just ask while you have the chance. You seem to be able to conduct yourself well, so just say - "Is there anything you can do to compensate me for this terrible experience which cost me time, money, stress and a lot of effort." Once the opportunity passes you can't turn the clock back and wonder why. Nobody will think you are a scrounger. It's between you and Apple Inc.

This. You must be blunt about it.

Thanks guys, I'll update with what happens next, but remember this for the final conversation.

 

[the future]

I'm assuming this is in response to Lightsaber?

Yes, of course.

 

[44267547]

No, he is correct. Apple never offers 'compensation' until the issue has been solved first. Once the issue is solved, they will then consider compensation, or it will be open for discussion if you were to ask. I have had this in the past. The executive team has told me "we can talk about compensation once the issue at hand is resolved".

An exception has occurred, as I must have been granted with special treatment, because when my 42 MM Stainless link band was defective and I expressed my displeasure about it, in the midst of the my case, I requested to compensated during the process. Which Apple applied a $50.00 gift card to my account and overnighted the replacement link band in the same transaction. No questions asked or dispute.

Perhaps due to the dollar amount The band
Was worth and it was one of the first reported issues with this specific band. None the less, I was never told "Compensation can be discussed once the issue is resolved."

 

[Mlrollin91]

An exception has occurred, as I must have been granted with special treatment, because when my 42 MM Stainless link band was defective and I expressed my displeasure about it, in the midst of the my case, I requested to compensated during the process. Which Apple applied a $50.00 gift card to my account and overnighted the replacement link band in the same transaction. No questions asked or dispute.

Perhaps due to the dollar amount The band
Was worth and it was one of the first reported issues with this specific band. None the less, I was never told "Compensation can be discussed once the issue is resolved."

Hmm. Interesting. My years of experiences with Apple, family members and close friends have always had the "will be discussed when the issue is resolved" approach.

 

[44267547]

Hmm. Interesting. My years of experiences with Apple, family members and close friends have always had the "will be discussed when the issue is resolved" approach.

I pushed the envelope. Being I spent $450.00 on a Watch band that tarnished. Apple wanted to contact their engineer team before anything and I profoundly/respectably stated "No, Remedy this now." And without question, it was escalated and they did exactly that. The only thing they requested was a card to be on file for the exchange process.

 

[Dwalls90]

I pushed the envelope. Being I spent $450.00 on a Watch band that tarnished. Apple wanted to contact their engineer team before anything and I profoundly/respectably stated "No, Remedy this now." And without question, it was escalated and they did exactly that. The only thing they requested was a card to be on file for the exchange process.

Well I never received a call back yesterday, so if I don't by today, with notification of my repaired/replaced device being sent back to me, hell will break loose. The "executive" process will have otherwise taken longer than myself conducting a round 2 of this depot repair/replacement process.

 

[kylera]

Well I never received a call back yesterday, so if I don't by today, with notification of my repaired/replaced device being sent back to me, hell will break loose. The "executive" process will have otherwise taken longer than myself conducting a round 2 of this depot repair/replacement process.

Man, it's not even me dealing with this issue, but I feel really bad for you. Sorry I don't have anything more to say

 

[44267547]

Well I never received a call back yesterday, so if I don't by today, with notification of my repaired/replaced device being sent back to me, hell will break loose. The "executive" process will have otherwise taken longer than myself conducting a round 2 of this depot repair/replacement process.

I don't care what others say about "When or How Apple will compensate you." All that matters is your experience, not some random family member or friends tribute. Your the customer and your experience was abysmal, expectations were not met and it's important to remember you are opting to give Apple your money in exchange for a product. And Apple hasn't followed through as they should have. Don't be afraid to be firm and subjective if this isn't resolved to your expectations.

When you have been wronged, Apple should be working diligently and expeditiously to resolve and meet the customers satisfactions. And a Company as reputable as Apple is, should take very little effort on their behalf.

 

[gto1988]

I'm completely shocked at this, I have a 42mm Space Black apple watch, it started vibrating very loudly. I started the process of getting it replaced in the apple store, they sent it to the depot, the depot checked it out and sent me a replacement. When the replacement came in the mail from UPS I started setting it up and noticed the Digital Crown on the new one was very very STIFF. I called apple to express how upset I was that I got a defective replacement in the mail, the senior advisor took my case got my watch replaced and sent me a leather case for a 6s Plus for free.

 

[Dwalls90]

*sigh*

Now my retina macbook pro screen seems to have a "dust particle chip" on the screen, so a pixel is now dead and very noticeable during day to day use on the screen. Just having a terrible month with Apple it looks like.

Wonder if I could have them repair my macbook pro screen as "compensation" for this watch experience. It's normally a $450 cost to a customer it looks like.

 

[TranceJD]

I've had horrible experiences with the Apple Repair Centres when they require mail-in service.

I sent an iPad 2 in with a non-functioning home button -> they sent it back saying "Couldn't replicate issue"! The Home Button DID NOT WORK!

I sent an iPad Air 1 to them because the smart cover magnets came loose on the front (I could hear them moving around inside, they came out of place), resulting in the cover not staying closed -> returned to me saying "could not replicate issue".

I sent an iPhone 5 in with a dead camera (opening camera resulted in pink view finder: no image) -> again, could not replicate issue.

All of these items arrived back to me with the same problem, nothing fixed, and on each return I've called them and opted for/ demanded an express replacement with AppleCare. Each replacement went smoothly.

I try to go to the Genius Bar if possible, but my nearest one is a 9-hour round trip. So, it's not ideal.

 

[44267547]

*sigh*

Now my retina macbook pro screen seems to have a "dust particle chip" on the screen, so a pixel is now dead and very noticeable during day to day use on the screen. Just having a terrible month with Apple it looks like.

Wonder if I could have them repair my macbook pro screen as "compensation" for this watch experience. It's normally a $450 cost to a customer it looks like.

You Are having bad luck. Did you receive a call back today?

 

[jbachandouris]

AppleCare on watches seems to be an issue. I had an issue where there was no haptic feedback at all for a full day. I called and spoke to someone who said that since this was a recurring issue (already had a replacement), he would call my local Apple Store and tried to convince them to give me a new one from store stock (I didn't ask for this). He said he would call me back after he called the store. A month later and still no response at all. Haptic came back the next day.

A few days ago, my battery ran bone dry and shut down (first time ever). I had done nothing at all that day and the watch started at 100% at the beginning of the day. Called AppleCare and they sent me to level 2. I worked with a rep who said she would 'take ownership' of my case. We unpaired and paired the watch. She made an appointment to call me at 12:30 the next day. That was TWO days ago.

I can't imagine it I had a real issue...

 

[WarHeadz]

After all these threads with so many people having issues with AppleCare, I'll just demand an express replacement if I ever have an issue with my watch. I'll use a credit card to do it just in case Apple decides to pull a fast one on me and make up a non-existant "unauthorized modification" problem and charge me for the replacement, this way I could dispute the transaction with the credit card company. Lesson learned!

 

[Dwalls90]

You Are having bad luck. Did you receive a call back today?

No...

Quickly have gone from being one of Apple's biggest advocates a month ago to basically having all my devices start to die and not being met with any sort of customer service

 

[WarHeadz]

No...

Quickly have gone from being one of Apple's biggest advocates a month ago to basically having all my devices start to die and not being met with any sort of customer service

Yeah as a loyal Apple customer, I'm incredibly disappointed in how they've handled your situation. I've personally never had a negative experience with AppleCare and I hope I never do. The sad part? Apple is actually #1 in customer service, there's no company who's products I would feel safe switching to. I know if my Mac or iPhone craps out on me, Apple is 15 minutes away and I can always have it serviced right away or get a replacement under warranty, can't say the same for any other brand. As horrible as your experience was, I can only hope it's not becoming the norm with Apple because as far as I'm concerned there really are no better options.

I wonder why Apple stores don't do on the spot watch replacements like they do with iPhones?