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

[Mlrollin91]

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?

They don't carry any watches in store and they don't offer service in store because they are not capable of dissembling and reassembling. They are not even capable of flashing the chipset incase your Watch bricks on a software update. Also, there are a lot of models of watches to have to carry in addition to all the iPads, iPhones and iPods.

 

[WarHeadz]

They don't carry any watches in store and they don't offer service in store because they are not capable of dissembling and reassembling. They are not even capable of flashing the chipset incase your Watch bricks on a software update. Also, there are a lot of models of watches to have to carry in addition to all the iPads, iPhones and iPods.

Yeah but why can't they carry replacement units? When you get a Watch replaced under Applecare+ they only replace the actual face with a refurbished unit, they don't replace the bands that came with it, so not it's not really that difficult to keep them in stock. There aren't more Watch models than iPhone models and they don't seem to have an issue keeping refurbished iPhones in stock to give as replacements.

 

[Mlrollin91]

Yeah but why can't they carry replacement units? When you get a Watch replaced under Applecare+ they only replace the actual face with a refurbished unit, they don't replace the bands that came with it, so not it's not really that difficult to keep them in stock. There aren't more Watch models than iPhone models and they don't seem to have an issue keeping refurbished iPhones in stock to give as replacements.

Watches that come with limited bands have different software. So that is something to consider. Hermes watches are not just all regular Apple Watches. Now all the Nike watches are not just regular sport watches. No, there are not more watches than iPhone, but there are definitely a lot. But the real reason comes down to the fact that Apple has to test the watch to see if the issue deserves replacing vs a repair. Because they cannot disassemble the watch in store to verify the issue it is sent out and then either your unit or a replacement unit comes back. Thats why AC+ is the way to go because you get the express replacement, but the OP not being offered that is mind-boggling.

 

[npolly0212]

another one of these issues..wow.

MY iPhone 7+ freezes up daily and whatnot, but no apple store near me and not gonna ship it in and be phone less, otherwise have a 1K hold on my account until i ship mine back..

 

[WarHeadz]

Watches that come with limited bands have different software. So that is something to consider. Hermes watches are not just all regular Apple Watches. Now all the Nike watches are not just regular sport watches. No, there are not more watches than iPhone, but there are definitely a lot. But the real reason comes down to the fact that Apple has to test the watch to see if the issue deserves replacing vs a repair. Because they cannot disassemble the watch in store to verify the issue it is sent out and then either your unit or a replacement unit comes back. Thats why AC+ is the way to go because you get the express replacement, but the OP not being offered that is mind-boggling.

I don't recall an Apple Store ever having to disassemble an iPhone to issue me a replacement. They look and see that it's not functioning properly and just give me a new one. Have had that happen a few times. And they most definitely don't disassemble iPads either. They can easily keep replacement watch units in stock, they just choose not to.

 

[Mlrollin91]

another one of these issues..wow.

MY iPhone 7+ freezes up daily and whatnot, but no apple store near me and not gonna ship it in and be phone less, otherwise have a 1K hold on my account until i ship mine back..

You won't get a replacement for a device freezing up. They will just tell you to restore your device as new. It is very rare for freezing of your phone to be caused by a hardware problem, unless it was the camera that was freezing. But your 1K hold is incorrect. Its $349 for a 7+. The hold drops off within 7 days, regardless if they have received the original device back or not. Most CC companies won't allow a hold to hang around for more than 7 days. Now if you don't return the device, then they charge you the replacement value fee, which is essentially the full cost of the device retail.

Additionally, your post doesn't really make sense because the OP was not offered his express replacement.
[doublepost=1481168822][/doublepost]

I don't recall an Apple Store ever having to disassemble an iPhone to issue me a replacement. They look and see that it's not functioning properly and just give me a new one. Have had that happen a few times. And they most definitely don't disassemble iPads either. They can easily keep replacement watch units in stock, they just choose not to.

Not sure why you are talking about an iPhone when we are talking about Apple Watches.. Lets take the OP's problem. Fore touch wasn't working. They won't just give you a replacement if they can take the screen off and potentially fix the issue, unless you are using express replacement. Then obviously they send you the new one first, and thats the perk of AC+. But if you did not have AC+ they are going to try to fix the issue before issuing you that replacement. That requires disassembling the watch.

But I have had my iPhone disassembled before given a replacement. I've had problems with the lightning port or the vibrate motor and that is something they can repair. If the repair fails, then they give you a new unit. iPad batteries can now be replaced in store as well. Apple has moved from the replace for any issue to repair first then replace method. I don't think its as simple as you think. There would be a minimum of 30 different watches to carry.

I just did the math, there are 36 different Apple Watch faces. That does not include 2 ceramic, and 4 gold models.

 

[WarHeadz]

You won't get a replacement for a device freezing up. They will just tell you to restore your device as new. It is very rare for freezing of your phone to be caused by a hardware problem, unless it was the camera that was freezing. But your 1K hold is incorrect. Its $349 for a 7+. The hold drops off within 7 days, regardless if they have received the original device back or not. Most CC companies won't allow a hold to hang around for more than 7 days. Now if you don't return the device, then they charge you the replacement value fee, which is essentially the full cost of the device retail.

Additionally, your post doesn't really make sense because the OP was not offered his express replacement.
[doublepost=1481168822][/doublepost]

Not sure why you are talking about an iPhone when we are talking about Apple Watches.. Lets take the OP's problem. Fore touch wasn't working. They won't just give you a replacement if they can take the screen off and potentially fix the issue, unless you are using express replacement. Then obviously they send you the new one first, and thats the perk of AC+. But if you did not have AC+ they are going to try to fix the issue before issuing you that replacement. That requires disassembling the watch.

But I have had my iPhone disassembled before given a replacement. I've had problems with the lightning port or the vibrate motor and that is something they can repair. If the repair fails, then they give you a new unit. iPad batteries can now be replaced in store as well. Apple has moved from the replace for any issue to repair first then replace method. I don't think its as simple as you think. There would be a minimum of 30 different watches to carry.

30 different watches to carry is nothing, especially since they're small. There are 30 different iPhones in this generation alone, nevermind all the replacement 6 and 6s generations they're still carrying. I still maintain that I should be able to walk into an Apple Store and obtain an express replacement Apple Watch.

 

[Mlrollin91]

30 different watches to carry is nothing, especially since they're small. There are 30 different iPhones in this generation alone, nevermind all the replacement 6 and 6s generations they're still carrying. I still maintain that I should be able to walk into an Apple Store and obtain an express replacement Apple Watch.

There are 36 different Apple Watches, plus 2 ceramic, and 4 gold watches. Obviously I'm not including the ceramic or gold because of the rarity of them. But you are still missing the point that Apple repairs before replaces. They cannot repair the watch in store, therefore they cannot verify if the issue should warrant a replacement on the spot. Its annoying but its totally logical. It has nothing to do with how small the watch is, it has to do with the fact that Apple wants to run diagnostics on the device. You can easily verify that bluetooth isn't working on an iPhone because they have remote diagnostics that check the phone, you cannot verify that bluetooth isn't working on the watch. Only the engineers at Apple can do that.

Additionally, there is no such thing as "express replacement" in an Apple store. That is AppleCare+ only and via Apple Support. You cannot just walk into an Apple store and ask for an express replacement for your iPhone. That is not allowed. Express replacement was set up for those not near Apple stores or cannot get a Genius bar appointment until several days later.

 

[npolly0212]

You won't get a replacement for a device freezing up. They will just tell you to restore your device as new. It is very rare for freezing of your phone to be caused by a hardware problem, unless it was the camera that was freezing. But your 1K hold is incorrect. Its $349 for a 7+. The hold drops off within 7 days, regardless if they have received the original device back or not. Most CC companies won't allow a hold to hang around for more than 7 days. Now if you don't return the device, then they charge you the replacement value fee, which is essentially the full cost of the device retail.

Additionally, your post doesn't really make sense because the OP was not offered his express replacement.
[doublepost=1481168822][/doublepost]

Speaking to apple chat they told me it would be the cost of the phone on hold, secondly was set up as new and not a backup and had been restored 5+ times and has done it since the day i bought it lol.

Yes I know his wasn't for express replacement. I was just making a statement based off of him saying he wouldn't have done the express replacement because of the charge being held

 

[Mlrollin91]

Speaking to apple chat they told me it would be the cost of the phone on hold, secondly was set up as new and not a backup and had been restored 5+ times and has done it since the day i bought it lol.

Yes I know his wasn't for express replacement. I was just making a statement based off of him saying he wouldn't have done the express replacement because of the charge being held

The amount that is put on hold is the OOW fee. For the iPhone 7Plus, that is $349. 4 months ago I did it for the iPhone 6s, OOW was $329 at the time, that was the hold put on my credit card. Last year I did it for my Apple Watch. OOW at the time was $249, that was the hold put on my credit card. If you were told different, then the rep must be mistaking.

 

[npolly0212]

T

The amount that is put on hold is the OOW fee. For the iPhone 7Plus, that is $349. 4 months ago I did it for the iPhone 6s, OOW was $329 at the time, that was the hold put on my credit card. Last year I did it for my Apple Watch. OOW at the time was $249, that was the hold put on my credit card. If you were told different, then the rep must be mistaking.

Thats what I assumed if that is what the true numbers are. Not like it makes a difference anyway. Saved up a few paychecks to buy the phone and being a full time college student can't afford to send it and be without or pay to get one shipped lol. Will just wait till ill be by an apple store.

 

[Mlrollin91]

T

Thats what I assumed if that is what the true numbers are. Not like it makes a difference anyway. Saved up a few paychecks to buy the phone and being a full time college student can't afford to send it and be without or pay to get one shipped lol. Will just wait till ill be by an apple store.

I get it, I'm a full time Law student. Thats why I always take Apple up on the express replacement, because I definitely do not have the time to even go to an Apple Store.

 

[44267547]

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!

Even if this issue went awry for the OP and wasn't resolved accordingly. The OP has the option of contacting his General Attorneys Office to file a claim through Consumer protection laws (That's the process in my State). And by law, the General Attorneys Office has to investigate the issue with in "X" amount of days. This is the route I would go and for those who threaten with the Better Business Bureau is futile. Using my General Attorneys Office has proven successful before and Corporations become fidgety when dealing with the Law. You would be surprised how fast Corporations change their attitudes when an investigation is conducted.

 

[Mlrollin91]

Even if this issue went awry for the OP and wasn't resolved accordingly. The OP has the option of contacting his General Attorneys Office to file a claim through Consumer protection laws (That's the process in my State). And by law, the General Attorneys Office has to investigate the issue with in "X" amount of days. This is the route I would go and for those who threaten with the Better Business Bureau is futile. Using my General Attorneys Office has proven successful before and Corporations become fidgety when dealing with the Law. You would be surprised how fast Corporstions change their attitudes when an investigation is conducted.

Hmm interesting. Very good to know. I have had to use the BBB a few times in the past with other companies. Doesn't really work out. I have noticed that you get better customer service when things go 'legally' wrong and you tell them you are a law student. I can't sue them without hiring a real attorney, but they don't know that.

For example. Amazon charging sales tax on Prime in California. They claim they can but the California Tax Board laws state otherwise. They actually told me to stop contacting them on the issue because its a none issue. I told them I was a law student, within 10 minutes I had a refund of the sales tax.

 

[bcave098]

You won't get a replacement for a device freezing up. They will just tell you to restore your device as new. It is very rare for freezing of your phone to be caused by a hardware problem, unless it was the camera that was freezing. But your 1K hold is incorrect. Its $349 for a 7+. The hold drops off within 7 days, regardless if they have received the original device back or not. Most CC companies won't allow a hold to hang around for more than 7 days. Now if you don't return the device, then they charge you the replacement value fee, which is essentially the full cost of the device retail.

Additionally, your post doesn't really make sense because the OP was not offered his express replacement.
[doublepost=1481168822][/doublepost]

Not sure why you are talking about an iPhone when we are talking about Apple Watches.. Lets take the OP's problem. Fore touch wasn't working. They won't just give you a replacement if they can take the screen off and potentially fix the issue, unless you are using express replacement. Then obviously they send you the new one first, and thats the perk of AC+. But if you did not have AC+ they are going to try to fix the issue before issuing you that replacement. That requires disassembling the watch.

But I have had my iPhone disassembled before given a replacement. I've had problems with the lightning port or the vibrate motor and that is something they can repair. If the repair fails, then they give you a new unit. iPad batteries can now be replaced in store as well. Apple has moved from the replace for any issue to repair first then replace method. I don't think its as simple as you think. There would be a minimum of 30 different watches to carry.

I just did the math, there are 36 different Apple Watch faces. That does not include 2 ceramic, and 4 gold models.

Speaking to apple chat they told me it would be the cost of the phone on hold, secondly was set up as new and not a backup and had been restored 5+ times and has done it since the day i bought it lol.

Yes I know his wasn't for express replacement. I was just making a statement based off of him saying he wouldn't have done the express replacement because of the charge being held

The hold is for the “Equipment Replacement Value” and it's a fair chunk of cash. Last January (2016), I did express replacement with my AppleCare+ on my old iPhone 5c 32GB and the hold was CDN$719, and the OOW fee was CDN$349. So, $1000 for an iPhone 7 Plus wouldn't surprise me.

 

[Mlrollin91]

The hold is for the “Equipment Replacement Value” and it's a fair chunk of cash. Last January (2016), I did express replacement on my old iPhone 5c 32GB and the hold was CDN$719, and the OOW fee was CDN$349. So, $1000 for an iPhone 7 Plus wouldn't surprise me.

The hold for my devices has always been the OOW fee. I've used express replacement at least 6 times in the last 2 years. Never had a hold higher than OOW. Maybe something has changed in the last 4 months, but 4 months ago my hold was only $329 for my 64GB 6s.

 

[bcave098]

The hold for my devices has always been the OOW fee. I've used express replacement at least 6 times in the last 2 years. Never had a hold higher than OOW. Maybe something has changed in the last 4 months, but 4 months ago my hold was only $329 for my 64GB 6s.

Weird. I just quoted those dollar values from the email I got when I set up the repair. (Ultimately, Apple messed it up by sending it to the wrong address).

 

[Mlrollin91]

Weird. I just quoted those dollar values from the email I got when I set up the repair. (Ultimately, Apple messed it up by sending it to the wrong address).

Ouch! How do they do that? They are suppose to have your address on file. But that is weird that your hold was that fee last Jan. when in August I had the OOW hold. Maybe my reps keep messing up? But that seems unlikely. 6 devices in 2 years, all OOW?

 

[npolly0212]

The hold is for the “Equipment Replacement Value” and it's a fair chunk of cash. Last January (2016), I did express replacement with my AppleCare+ on my old iPhone 5c 32GB and the hold was CDN$719, and the OOW fee was CDN$349. So, $1000 for an iPhone 7 Plus wouldn't surprise me.

Thats what I have always been told also

 

[bcave098]

Ouch! How do they do that? They are suppose to have your address on file. But that is weird that your hold was that fee last Jan. when in August I had the OOW hold. Maybe my reps keep messing up? But that seems unlikely. 6 devices in 2 years, all OOW?

I asked for a different address (by chat) and it was a mixture of both addresses. UPS deemed it undeliverable, eventually. It's more strange you're only getting the OOW fee because it's definitely supposed to be the “Equipment Replacement Value”.

After checking the website, it does list the replacement value. It also has these values for the Apple Watch. So iPhone 7 Plus is between US$769 and US$969 depending on storage, plus taxes.

 

[Mlrollin91]

I asked for a different address (by chat) and it was a mixture of both addresses. UPS deemed it undeliverable, eventually. It's more strange you're only getting the OOW fee because it's definitely supposed to be the “Equipment Replacement Value”.

After checking the website, it does list the replacement value. It also has these values for the Apple Watch. So iPhone 7 Plus is between US$769 and US$969 depending on storage, plus taxes.

Something is definitely off then. I will try to find my iPhone packing slip. Im sure I tossed it but I will look for it. It has the OOW hold fee listed on it. It also says if I fail to return the device then I will be charged the replacement device fee. But the initial hold was only OOW. Like npolly, I wouldn't put that large of a hold on a CC even with it being a hold because that is a lot of capital incase of an emergency and being in school.

 

[jdayellow]

Wow I just got an iPad Air 2 and I'm not planning on getting apple care for it. After reading this whole thread I've been really worried about if anything goes wrong.
I did have an iPhone 5s that didn't have apple care. The Touch ID crapped out and apple got me a brand new phone in less than a week. So I think it's based on your luck

 

[NovemberWhiskey]

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?

Do you shower with your watch? Or have taken it swimming. And they are referring to water damage.

 

[Mildredop]

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.

Isn't the Apple watch waterproof?

 

[44267547]

Isn't the Apple watch waterproof?

The First Generation Apple Watch is not waterproof. That's what the OP has.