Solo loop split in two pieces!

Jetman

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Just wondered if anyone else has experienced this, Dark Blue 40mm Solo Loop, less than eight months gentle use by elderly family member. Purchased as a gift in October 2020, it developed a 2-3mm long tear in the middle then a month later suddenly broke entirely :eek: I notice on the Apple forum there are similar reports so guessing a weakness, bad batch? I shall report to Apple and see what they say.

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Annie_M

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In sorry this happened to you! I have the same band and have no issues with it! Please let us know what Apple has to say!
 

Jetman

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Thanks Annie, I will do that, seems over on the Apple forum that some got replacement loops and others got a straight no which is a shame :(
 

Jetman

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Bad news unfortunately, Apple support came back and said they will not replace :mad:

Advisor said if it was his call then he would but system says no. Anyway, I am not one to let these things go and will be chasing down the powers that be to get this replaced. I am invested in the Apple ecosystem enough that I will not be rolling over on a silicon watch strap which has failed due to manufacturing error.

Anyway, I will report back if I get any kind of outcome after emailing Apple.
 

Jetman

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Just to update on this situation, after reading several other reports like this on various forums I decided it was time to call Apple support again. It appeared some owners were getting easy replacements and others were being told no.

I spent around 20-30 minutes on the phone initially with a first line support agent and then a senior advisor. The latter was very patient, helpful and knowledgeable and immediately agreed this should be a straight forward replacement, no question. They went away to discuss with a colleague and to authorise this, normally I believe they would require the broken strap to be returned for analysis.

Around 5 minutes later I received a call from the same senior advisor who informed me they would be sending a replacement solo loop without the need for me to return my existing one. This time around it was a very pleasant experience on the phone to support.

So it would seem if you are not happy with the initial outcome then jump back on the phone. Push to speak with a senior advisor or member of staff who should be more accommodating.

As the advisor pointed out, this could have been a more unpleasant outcome if the watch had fallen onto a hard floor when the strap failed :sarcastic: - this could have lead to a much more serious replacement situation, certainly food for thought. I do hope that others aren't unlucky enough for that to happen.

Anyway, I will await arrival of the replacement solo loop and give its owner the good news :)
 

Annie_M

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Mar 2, 2016
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Just to update on this situation, after reading several other reports like this on various forums I decided it was time to call Apple support again. It appeared some owners were getting easy replacements and others were being told no.

I spent around 20-30 minutes on the phone initially with a first line support agent and then a senior advisor. The latter was very patient, helpful and knowledgeable and immediately agreed this should be a straight forward replacement, no question. They went away to discuss with a colleague and to authorise this, normally I believe they would require the broken strap to be returned for analysis.

Around 5 minutes later I received a call from the same senior advisor who informed me they would be sending a replacement solo loop without the need for me to return my existing one. This time around it was a very pleasant experience on the phone to support.

So it would seem if you are not happy with the initial outcome then jump back on the phone. Push to speak with a senior advisor or member of staff who should be more accommodating.

As the advisor pointed out, this could have been a more unpleasant outcome if the watch had fallen onto a hard floor when the strap failed :sarcastic: - this could have lead to a much more serious replacement situation, certainly food for thought. I do hope that others aren't unlucky enough for that to happen.

Anyway, I will await arrival of the replacement solo loop and give its owner the good news :)

I am delighted that you will be getting a replacement! Thanks for sharing your update. Perseverance is clearly the key and this is good information for all of us!
 

Lee_Bo

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Definitely an odd situation. I have several solo loops (both genuine Apple and Amazon copy’s) and haven’t seen anything like this.
 

Jetman

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Thank you Annie, just for reference my Solo Loop that failed was purchased in the UK during October 2020 - I have updated this information in the original post. Maybe links it to a bad batch, I don't know :nerd:
 
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