1. Stephanie Medlock's Avatar
    My fully functional but out of warranty Apple Watch is getting poor battery life in recent weeks. I spoke to an Apple Advisor and was asked to send it in for battery replacement and was quoted the cost of the battery replacement. However, after several days, I was given another quote of a full replacement charge because my watch has some scratches on it (case, not screen) and that's constitute as accidental damage. I called a Senior Advisor and he told me the decision made by the Engineering team is final and there is nothing he can do. And since he is a senior advisor, no further escalation can be done.

    Is this true? Is there anyone higher than Senior Advisor who I can contact?
    10-04-2019 05:08 AM
  2. imwjl's Avatar
    I'll suggest yes and that more effort is wasting everyone's time. Even with the business team help I get that's somewhat of a red carpet or first class the rules are the rules. The only exceptions I've seen is when someone makes a mistake or you have an unusual circumstance. Examples, misdiagnosis so no repair done or something not right after a 2nd or 3rd attempt to repair the same item.

    I deal with in an out of warranty repair for lot of technology items. I'd guess the damage means they cannot re-use (refurbish) anything because of the scratches.

    For watches my experience is much more limited - two repairs and aware of staff repairs - than for having dozens of iPads, phones and Macs in the enterprise but the concepts and terms are much the same.
    10-04-2019 07:24 AM
  3. doogald's Avatar
    I suppose that you could email tcook@apple.com, explain your side, explain perhaps that this makes you far more less likely to buy another Apple Watch (if this is true), and see what happens.
    10-04-2019 11:28 AM
  4. Lee_Bo's Avatar
    I called a Senior Advisor and he told me the decision made by the Engineering team is final and there is nothing he can do. And since he is a senior advisor, no further escalation can be done.
    Yeah, not sure about that answer. Even if it's true, that's really poor customer service.
    10-04-2019 12:24 PM
  5. Wotchered's Avatar
    That is such a bad excuse for customer service,just plain laziness.Obviously scratches on an external casing make no difference to the function of the watch.
    10-05-2019 06:06 AM
  6. Rob Phillips's Avatar
    I suppose that you could email tcook@apple.com, explain your side, explain perhaps that this makes you far more less likely to buy another Apple Watch (if this is true), and see what happens.
    I did exactly that a week ago regarding a nightmare situation I’ve been dealing with regarding my iPhone trade in for the iPhone 11 Pro Max I received on release day. No response whatsoever as of now.
    10-05-2019 06:44 AM
  7. Just_Me_D's Avatar
    My fully functional but out of warranty Apple Watch is getting poor battery life in recent weeks. I spoke to an Apple Advisor and was asked to send it in for battery replacement and was quoted the cost of the battery replacement. However, after several days, I was given another quote of a full replacement charge because my watch has some scratches on it (case, not screen) and that's constitute as accidental damage. I called a Senior Advisor and he told me the decision made by the Engineering team is final and there is nothing he can do. And since he is a senior advisor, no further escalation can be done.

    Is this true? Is there anyone higher than Senior Advisor who I can contact?
    You answered your question in the first sentence when you said it was “out of warranty”. Apple or any of company does not have to replace a product that’s out of warranty free of cost. Apple is known to go out of its way to help customers, but not to the point of being taken advantage of.


    Every product has a life cycle and laws require the company to provide a “limited warranty” in which Apple did. If you opted not to get Apple Care + for it then that’s on you.

    Anyway, the link below displays both in warranty and out of warranty fees in regard to the Watch.


    https://support.apple.com/watch/repair/service/pricing
    anon(50597) and doogald like this.
    10-05-2019 08:15 AM
  8. doogald's Avatar
    You answered your question in the first sentence when you said it was “out of warranty”. Apple or any of company does not have to replace a product that’s out of warranty free of cost. Apple is known to go out of its way to help customers, but not to the point of being taken advantage of.
    It is true, though, that she was given a quoted cost for battery replacement - she wasn't told it would e a free replacement - and then told that it would cost more because the case was scratched. If the original quoted price was truly for a battery replacement, why does the case condition have anything to do with the pricing? (I know the answer - Apple doesn't actually repair watches; they give refurbished replacements. Still, she should have been given a realistic quote from the start.)
    10-05-2019 09:22 AM
  9. Just_Me_D's Avatar
    It is true, though, that she was given a quoted cost for battery replacement - she wasn't told it would e a free replacement - and then told that it would cost more because the case was scratched. If the original quoted price was truly for a battery replacement, why does the case condition have anything to do with the pricing? (I know the answer - Apple doesn't actually repair watches; they give refurbished replacements. Still, she should have been given a realistic quote from the start.)
    When I read that part in her post, that is the same question that popped in my mind. “What the heck does a scratched case have to do with replacing the battery?”

    Then I read this: “If your battery was consumed by normal use, you may be able to replace your Apple Watch for a battery service fee, as shown below. “

    “May be able to...” does not suggest that the Watch will be replaced for a battery service fee.

    With that being said, the OP should push the issue and focus on the fact that the aforementioned link does not state (at least I didn’t see it) that the watch had to be in pristine condition to get the price listed for an out of warranty battery replacement. It wouldn’t hurt to contact Tim Cook via the contact info above and mention it to him as well.

    Because the online information isn’t clear, it may work to the OP’s advantage.
    Last edited by Just_Me_D; 10-05-2019 at 10:10 AM.
    10-05-2019 09:34 AM

Similar Threads

  1. Anyone went from iPhone 11 Pro to iPhone 11?
    By torbjornhb in forum iPhone 11
    Replies: 9
    Last Post: 05-18-2020, 11:45 PM
  2. New iPhone production reportedly increasing by up to 10%
    By iMore.com in forum iMore.com News Discussion & Contests
    Replies: 0
    Last Post: 10-04-2019, 04:40 AM
  3. Apple releases creepy new teaser for its Apple TV+ series Servant
    By iMore.com in forum iMore.com News Discussion & Contests
    Replies: 0
    Last Post: 10-03-2019, 10:51 PM
  4. Dell's USB-C 24-inch monitor is down to $250 with a $100 gift card
    By iMore.com in forum iMore.com News Discussion & Contests
    Replies: 0
    Last Post: 10-03-2019, 09:12 PM
  5. Apple acquires motion capture company IKinema, says report
    By iMore.com in forum iMore.com News Discussion & Contests
    Replies: 0
    Last Post: 10-03-2019, 07:40 PM
LINK TO POST COPIED TO CLIPBOARD