1. Elmox's Avatar
    So today I had to bring in my Apple Watch Sport for service. Every time I would get a notification I would get a sort of feed back coming from the watches speaker. My Apple Watch was diagnosed and was clearly found to have a hardware defect. As soon as the diagnosis was complete I was promptly informed that my watch had to go in for service and it would be about 3-4 business days before I get it back!!!!!?????? I find it completely unacceptable as the watch has become a big part of my daily routine. I'm just completely disappointed!
    10-12-2015 09:49 PM
  2. Microcosmos's Avatar
    Well that stinks!! I'm guessing you have Apple Care and it was covered at no charge though? Could be worse...
    10-13-2015 12:29 AM
  3. Elmox's Avatar
    Well that stinks!! I'm guessing you have Apple Care and it was covered at no charge though? Could be worse...
    I do have apple care but my issue is behind one....The thing is still under warranty and the other thing if they can swap out our phones and ipads on the spot how is it that you don't have replacements in store.
    10-13-2015 07:48 AM
  4. tcuprof's Avatar
    I guess I understand it, but I'd be bummed too because it would break my workout string.
    Elmox likes this.
    10-13-2015 02:26 PM
  5. Tito71's Avatar
    So today I had to bring in my Apple Watch Sport for service. Every time I would get a notification I would get a sort of feed back coming from the watches speaker. My Apple Watch was diagnosed and was clearly found to have a hardware defect. As soon as the diagnosis was complete I was promptly informed that my watch had to go in for service and it would be about 3-4 business days before I get it back!!!!!?????? I find it completely unacceptable as the watch has become a big part of my daily routine. I'm just completely disappointed!
    have to join and share my experience (Laval, Canada): (this is the long story short)

    - Sept 13, 2015 After unpairing my Apple Watch -during the backup process my watch just frozed, went to Apple Store and confirmed that it needed to have it fix (reload software) it can't be done on site so they have to ship it out to the Canadian depot
    - As of today Oct 13, 2015 I still don't have my Apple Watch!
    - Called Apple Care to complain: Sir, the watch is handled by the Apple Store sorry can't do nothing to help you out
    - Called many times the Apple Store: Sir, you have to be patient, we will call you when it will arrive...
    - Called again few days later the Apple Store: The service depot are unable to fix it, they need to order a new one (Sept 21, 2015) it should be there soon
    - Called again Apple Store a week later, it says processing at the service depot, nothing else
    - Called again Apple Store few days later, it says shipping (Oct 2, 2015) but don't have it yet, can you tell me at least where is the service depot so I have an general idea of how much time it will take to arrive? No sir, be patient when it will arrive we will call you
    - Complained again at Apple Care (phone) now got transferred to second level - they asked the manager of the Apple Store to call me,
    - He did today (oct 13, 2015), went to meet him today, we have no idea what happened we are sorry, it's a new product, we don't have Spare Apple Watch on site for fast exchange
    - The manager is telling most probably next week...or in the mean time buy a new Apple Watch at full price (what???)
    Last edited by Tito71; 10-13-2015 at 08:01 PM.
    Elmox likes this.
    10-13-2015 07:50 PM
  6. Elmox's Avatar
    have to join and share my experience (Laval, Canada): (this is the long story short)

    - Sept 13, 2015 After unpairing my Apple Watch -during the backup process my watch just frozed, went to Apple Store and confirmed that it needed to have it fix (reload software) it can't be done on site so they have to ship it out to the Canadian depot
    - As of today Oct 13, 2015 I still don't have my Apple Watch!
    - Called Apple Care to complain: Sir, the watch is handled by the Apple Store sorry can't do nothing to help you out
    - Called many times the Apple Store: Sir, you have to be patient, we will call you when it will arrive...
    - Called again few days later the Apple Store: The service depot are unable to fix it, they need to order a new one (Sept 21, 2015) it should be there soon
    - Called again Apple Store a week later, it says processing at the service depot, nothing else
    - Called again Apple Store few days later, it says shipping (Oct 2, 2015) but don't have it yet, can you tell me at least where is the service depot so I have an general idea of how much time it will take to arrive? No sir, be patient when it will arrive we will call you
    - Complained again at Apple Care (phone) now got transferred to second level - they asked the manager of the Apple Store to call me,
    - He did today (oct 13, 2015), went to meet him today, we have no idea what happened we are sorry, it's a new product, we don't have Spare Apple Watch on site for fast exchange
    - The manager is telling most probably next week...or in the mean time buy a new Apple Watch at full price (what???)
    This one experince is really making me feel twice about my purchase of the apple watch. I dont understand why there is such a big issue with just swapping out the device after it has been found to be defective or why is taking so long to get a better system in place to handle these situations. I should have stayed with my fitbit surge.
    10-14-2015 05:50 AM
  7. Tito71's Avatar
    Here's a bit more information on what I've learned up to this point (at least here in Laval, Canada)

    - Even if I bought the Apple Care program for the watch (would be willing to pay the fee for the repair fee incident) the Apple Store don't have any Apple Watch in store for this program - so there's a waiting time for that too!

    - When I first called Apple Care (before going to the Apple Store) they gave me 2 options A) we ship you a new Apple Watch in the next 3-5 days an lock your credit card for 299$ until we received your watch and make sure it's only a software glitch and that the Apple Watch has no physical damage or B) if you want to make it faster (since I told them I didn't want to miss the Watch OS2 update) you go to the Apple Store they confirmed on site there's no physical damage and make a swap on site. I chose option B (what a big mistake and a lie from them) next time it will be option A since there was never any Apple Watch in store for the swap like I said earlier

    - After choosing option B, went to the Apple Store, do you have an appointment sir ? no but I just spent one hour with Apple Care, I can give you the case number I just need for you to confirmed my watch has no physical damage and that I need a replacement Watch.. no sir take an appointment and then we will talk to you

    - Apple Care on the phone was not better with the Apple Watch troubleshooting - I dialed in for French Support, during the whole troubleshooting process she would tell me hold on I need to talk to my supervisor, next step I said still not working, oh have to talk to my supervisor, up to a point where I said give me your supervisor and I will talk to him in English without you going back and forth for translation

    - I still don't understand the purpose of Apple Customer service (level 2, I call it that way since I got transfered from the regular customer support for my case) I had to explained my case to them, me thinking oh it's a level 2 maybe they have more power to fix the problem of me waiting forever! I now have your case in my hand I will personnal take care of it, the only thing she did is call the Apple Store and came back to me with the same information I already new, they don't have your Apple Watch you still have to wait and be patient (that's level 2???) - Note: Thanks DevilishBanker I didn't know it was called Apple Customer Relations department

    - I call Apple Care no not us the Apple Store (you gave your Apple Watch to them so it's in their hand)
    - I call the Apple Store no not us the service depot
    - I can't call the service depot...
    Last edited by Tito71; 10-14-2015 at 08:58 AM.
    10-14-2015 08:37 AM
  8. Rob Phillips's Avatar
    Here's a bit more information on what I've learned up to this point (at least here in Laval, Canada)

    - Even if I bought the Apple Care program for the watch (would be willing to pay the fee for the repair fee incident) the Apple Store don't have any Apple Watch in store for this program - so there's a waiting time for that too!

    - When I first called Apple Care (before going to the Apple Store) they gave me 2 options A) we ship you a new Apple Watch in the next 3-5 days an lock your credit card for 299$ until we received your watch and make sure it's only a software glitch and that the Apple Watch has no physical damage or B) if you want to make it faster (since I told them I didn't want to miss the Watch OS2 update) you go to the Apple Store they confirmed on site there's no physical damage and make a swap on site. I chose option B (what a big mistake and a lie from them) next time it will be option A since there was never any Apple Watch in store for the swap like I said earlier

    - After choosing option B, went to the Apple Store, do you have an appointment sir ? no but I just spent one hour with Apple Care, I can give you the case number I just need for you to confirmed my watch has no physical damage and that I need a replacement Watch.. no sir take an appointment and then we will talk to you

    - Apple Care on the phone was not better with the Apple Watch troubleshooting - I dialed in for French Support, during the whole troubleshooting process she would tell me hold on I need to talk to my supervisor, next step I said still not working, oh have to talk to my supervisor, up to a point where I said give me your supervisor and I will talk to him in English without you going back and forth for translation
    That's really unfortunate, and I would be upset too. Have you spoken to someone in Apple's Customer Relations department?


    Sent from my iPhone 6s Plus using Tapatalk
    10-14-2015 08:54 AM
  9. Tito71's Avatar
    That's really unfortunate, and I would be upset too. Have you spoken to someone in Apple's Customer Relations department?


    Sent from my iPhone 6s Plus using Tapatalk
    Yes I did, just added that info to my previous post thanks!
    10-14-2015 09:02 AM
  10. Rob Phillips's Avatar
    Yes I did, just added that info to my previous post thanks!
    Good. Don't underestimate the power of a respectful letter to Apple headquarters. If customers don't address their concerns companies can't improve. Even Apple isn't perfect.

    Apple, Inc.
    1 Infinite Loop
    Cupertino, CA 95014


    Sent from my iPhone 6s Plus using Tapatalk
    10-14-2015 09:33 AM
  11. Tito71's Avatar
    Good timing just got an email from Apple asking me to fill a survey regarding Customer Relations... Am honest and don't use bad words so am asking them to call me to discuss
    10-14-2015 10:58 AM
  12. tcuprof's Avatar
    Good. Don't underestimate the power of a respectful letter to Apple headquarters. If customers don't address their concerns companies can't improve. Even Apple isn't perfect.
    Good advice. Also, don't underestimate the power of a tweet. I'll guarantee you Apple is monitoring Twitter.
    10-14-2015 12:25 PM
  13. Elmox's Avatar
    Day 3.... no watch.
    10-15-2015 07:42 AM
  14. Tito71's Avatar
    Day 3.... no watch.
    After more than a month of waiting time to get back my Apple Watch
    Still no firm date when I will get it back!
    I don't even know how I feel anymore...
    a mixte of everything

    Thank You Apple
    Last edited by Tito71; 10-15-2015 at 08:40 AM.
    10-15-2015 07:53 AM
  15. Elmox's Avatar
    There is no way we are the only ones with issues...no way...
    10-15-2015 09:31 AM
  16. Tito71's Avatar
    Just came back from the Apple Store - My Apple Watch is back!
    Elmox and EmceeGeek like this.
    10-15-2015 12:15 PM
  17. bamf-hacker's Avatar
    I would expect that the turn around time for the watch will be better for repairs soon. The same way if you went to get a new 6s replaced today the store might not have one in stock to swap it with.
    10-15-2015 12:41 PM
  18. Elmox's Avatar
    Just came back from the Apple Store - My Apple Watch is back!
    i want my watch back....
    10-15-2015 12:41 PM
  19. Elmox's Avatar
    I know im being impatient but to be honest this is the first time i ever have to wait on any apple product to be returned to me. Every time i have walked in to an aplle store i have always walked out with a working device.
    10-16-2015 05:49 AM
  20. Elmox's Avatar
    So i called the store and they said watch is back at depo. I was asked to wait untill the store reaches out to me...
    10-16-2015 11:52 AM
  21. Tito71's Avatar
    So i called the store and they said watch is back at depo. I was asked to wait untill the store reaches out to me...
    I can understand what you are going thru, wish there was a better system to inform us on the progress of the servicing (since we can't go in the Apple Store and get out of it with a new watch)
    10-16-2015 03:56 PM
  22. Elmox's Avatar
    So last night after a couple of calls to the store and a 20min wait time on a call that mysteriously hung up, I got a watch back!!!! My watch was deemed defective and had to be swapped out. Now apparently watches are no longer send straight from the depo the store has a certain amount of inventory to replace damage watches. Now here is my thoughts with this entire ordeal, I was extremely lucky my turn around time was short but i have read some post that really had me worried.
    10-17-2015 06:14 AM
  23. gmabev's Avatar
    I have to weigh in on my Apple Watch service experience. For some time I had noticed a spot on watch screen where I do the force touch. No amount of cleaning would make it go away. I always used just a damp cloth and wiped it dry when finished. I decided I had too much invested to ignore it and I had Apple care, so I made a Genius Bar appointment last Saturday. I had a wonderful person who saw the problem immediately. He had to take it to the back for a minute and when he returned said it had to be sent out. I, too, was very disappointed. Told him him I lived to close my circles, etc. but that's just the way it was. My watch came back Wednesday. When I opened it I noticed immediately there was no change. The person helping me that day saw it too. He went to investigate and found out it was returned unrepaired or replaced because they couldn't see a problem. The people at my store immediately sprang into action. Promised me I would leave happy. Had to do a little discussing. In the end brought out a brand new watch. Took mine back as a return and made the exchange. I did have a marathon day at the store as I wanted to make sure I got the new set up and restored from backup before leaving. Also had to update new one to os2. Long day but everyone there was wonderful and my satisfaction was their primary concern. I made sure in my survey that I let Apple know that.
    Elmox likes this.
    10-17-2015 07:29 AM
  24. Elmox's Avatar
    lucky you...i feel like my store drop the ball on this one.. I got my watch back on Friday but i found it weird as the watch i got had been activated and needed to be reset, even do it came out of a taped up box.
    10-19-2015 10:55 AM

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