Another interesting Apple support conversation regarding Apple watch 7 battery replacement

[geepondy]

Finally my Apple watch 7 battery life dropped to 79 percent and I received notification battery required service. I called support and long story, short, watch replacement (it seems they replace the watch, not the battery) would have blood oxygen sensor disabled due to legal reasons. Also I had to do so via store visit, they could not do via sending prepaid box as he originally stated. He said replacement would still be an Apple watch 7 just with oxygen sensor disabled. He also stated same as what the store genius rep had told me a couple of months ago, no current watch sold anywhere in the world has enabled oxygen sensor which I believe refutes what some people had stated in this forum.

I'm going to keep using mu Apple Watch for the time being. I'm upset and feel Apple has the resources and capitol to settle this lawsuit, even if they have to admit a little wrong and most likely will not buy a new watch until this matter is resolved. Has anybody read about any light at the end of the tunnel in this regard?

 

[jz0309]

Finally my Apple watch 7 battery life dropped to 79 percent and I received notification battery required service. I called support and long story, short, watch replacement (it seems they replace the watch, not the battery) would have blood oxygen sensor disabled due to legal reasons. Also I had to do so via store visit, they could not do via sending prepaid box as he originally stated. He said replacement would still be an Apple watch 7 just with oxygen sensor disabled. He also stated same as what the store genius rep had told me a couple of months ago, no current watch sold anywhere in the world has enabled oxygen sensor which I believe refutes what some people had stated in this forum.

I'm going to keep using mu Apple Watch for the time being. I'm upset and feel Apple has the resources and capitol to settle this lawsuit, even if they have to admit a little wrong and most likely will not buy a new watch until this matter is resolved. Has anybody read about any light at the end of the tunnel in this regard?

Apple will give you a refurb with SpO2 enabled IF you have AC+ and its replaced under AC+, been reported here and several users have shared their experience.
So I assume you do not have AC+ on your S7.

 

[Momof2.1107]

This is one of the reasons why I was adamant about whether my Ultra 1 would have the sensor activated when it was time for a battery replacement. My Ultra 1 is at 85% battery health, so in November last year, I purchased an Ultra 2 from Costco’s old stock and it still had the sensor activated. That should hold me over until 2028 when I’ll be due for an upgrade.

 

[Lihp8270]

no current watch sold anywhere in the world has enabled oxygen sensor which I believe refutes what some people had stated in this forum.

This is just incorrect.

My Series 10 in the UK has the oxygen sensor enabled.

 

[Momof2.1107]

This is just incorrect.

My Series 10 in the UK has the oxygen sensor enabled.

He should’ve said only in the US the sensor is disabled.

 

[geepondy]

No, I didn't have Apple Care plus, I guess it would have been a good idea. I wonder why two Apple reps, supposedly knowledgeable in their expertise would state no Apple watches had the sensor enabled. I clearly asked if it included non-US destinations and they both said yes. Would they knowingly lie or just ignorant? I've had Covid twice and while both times not real serious, I appreciated having the watch O2 sensor so I wouldn't have to carry around a finger model. Thankfully my O2 levels did not change one iota during Covid.

 

[Night Spring]

No, I didn't have Apple Care plus, I guess it would have been a good idea. I wonder why two Apple reps, supposedly knowledgeable in their expertise would state no Apple watches had the sensor enabled. I clearly asked if it included non-US destinations and they both said yes. Would they knowingly lie or just ignorant?

There's been many anecdotal tales in this forum of people encountering Apple reps and sales people giving them wrong info. I doubt they are lying on purpose, but it appears many aren't trained as well as they could be.

 

[jz0309]

There's been many anecdotal tales in this forum of people encountering Apple reps and sales people giving them wrong info. I doubt they are lying on purpose, but it appears many aren't trained as well as they could be.

Yea, agree, they know more about iPhone since they can do onsite battery swap, no onsite doing anything to the AW other than running diagnostics.

As for the SpO2, I think even internally Apple does not communicate much about it leave alone educate retail staff

 

[BugeyeSTI]

No, I didn't have Apple Care plus, I guess it would have been a good idea. I wonder why two Apple reps, supposedly knowledgeable in their expertise would state no Apple watches had the sensor enabled. I clearly asked if it included non-US destinations and they both said yes. Would they knowingly lie or just ignorant? I've had Covid twice and while both times not real serious, I appreciated having the watch O2 sensor so I wouldn't have to carry around a finger model. Thankfully my O2 levels did not change one iota during Covid.

They aren't all misinformed. I had my S6 replaced for the battery service under Apple Care+ a few months ago and the specialist told me I would receive a replacement with the SPo2 enabled since it was done under warranty. He said without Apple Care+ I would receive a replacement with the SPo2 disabled..

 

[JPack]

1. You assume Apple Store reps are knowledgeable. In general, they aren't. They are hired for their personality, ability to sell, and to facilitate a transaction.

2. Pay rate is relatively low. You ask them international product questions when they've probably never even traveled.

3. Apple doesn't train staff on international product features. Why would they? It's not as if they can sell you a Watch with SpO2 in the U.S. or iPhone with dual physical SIM trays. All it does is cause confusion and envy.

 

[seggy]

Apple will give you a refurb with SpO2 enabled IF you have AC+ and its replaced under AC+, been reported here and several users have shared their experience.
So I assume you do not have AC+ on your S7.

That is utter BS on the part of Apple and they need attacking for it.

 

[JPack]

That is utter BS on the part of Apple and they need attacking for it.

That’s not an Apple decision, but rather the ITC. Warranty repairs were determined to be exempt from the ban.

Be glad with the current situation. Masimo argued even warranty repairs should be banned as Apple could issue refunds instead.

 

[seggy]

That’s not an Apple decision, but rather the ITC. Warranty repairs were determined to be exempt from the ban.

Be glad with the current situation. Masimo argued even warranty repairs should be banned as Apple could issue refunds instead.

Why should we be glad?
Are you an Apple shareholder?

 

[Saturn007]

Apple will give you a refurb with SpO2 enabled IF you have AC+ and its replaced under AC+, been reported here and several users have shared their experience.

Yet, there have also been reports of people who had AC+ ending up with a replacement Watch whose oxygen sensor was disabled!

Some even had to acknowledge that in advance!

Maddeningly, some have also reported that, in their calls to Apple Support, no assurances could be given either way.

Adding to the confusion, others, at least in the early days of the ban, received an out of warranty replacement with O2 enabled. (Presumably, left over stock.)

There's yet another wrinkle in this. What will happen to someone who renews their AC+ during the 45-day grace period after expiration — and later needs a replacement? I cannot find solid information on that point, either.

It's a morass of conflicting anecdotes — and blanket declarations of “it works this way” or “it's definitely covered under AC+” have been contradicted.

No one I’ve seen has pointed to an Apple written statement or document detailing their policy. If someone knows of one, please post a link! It will help me and others decide if we want to extend our AC+ on our current watches that have the useful oxygen sensor.

 

[TechnoMonk]

Why should we be glad?
Are you an Apple shareholder?

I am glad because my replacement S6 had SpO2 enabled.

 

[geepondy]

Curious, does anybody know physically what the sensor looks like? Is it a separate piece of hardware that can be identified by viewing the back of the watch? It seems like it is, but I'm curious if it's verified the sensor is present in US sold Apple watch 10's, just not enabled or completely removed altogether?

 

[Night Spring]

Curious, does anybody know physically what the sensor looks like? Is it a separate piece of hardware that can be identified by viewing the back of the watch? It seems like it is, but I'm curious if it's verified the sensor is present in US sold Apple watch 10's, just not enabled or completely removed altogether?

This question has been asked before, and I haven't seen anyone post an answer. I have an S8 with the O2 sensor, and visually, I can't say I've noticed any difference between this watch and my previous watches that didn't have the sensor. But it wasn't like I was looking for a difference.

 

[TechnoMonk]

Curious, does anybody know physically what the sensor looks like? Is it a separate piece of hardware that can be identified by viewing the back of the watch? It seems like it is, but I'm curious if it's verified the sensor is present in US sold Apple watch 10's, just not enabled or completely removed altogether?

It is disabled. Same with Ultra, the ones Costco was selling with SpO2 enabled and other with disabled.

 

[BigBlur]

Curious, does anybody know physically what the sensor looks like? Is it a separate piece of hardware that can be identified by viewing the back of the watch? It seems like it is, but I'm curious if it's verified the sensor is present in US sold Apple watch 10's, just not enabled or completely removed altogether?

Yes, the sensor is still there; it's just disabled. Apple can re-enable it if they win an appeal or when the patent expires in a few years.

 

[techyOS]

There's been many anecdotal tales in this forum of people encountering Apple reps and sales people giving them wrong info. I doubt they are lying on purpose, but it appears many aren't trained as well as they could be.

i remember back in early 2022 i was at the apple store buying a new watch, and i mentioned that another family member had a blue apple watch series 6. the apple employees had never heard of a blue apple watch series 6 and they were questioning each other trying to figure out if there was ever a blue series 6. it was pretty funny to watch

 

[Timpetus]

There's yet another wrinkle in this. What will happen to someone who renews their AC+ during the 45-day grace period after expiration — and later needs a replacement? I cannot find solid information on that point, either.

I'm in that situation now with my S8. I renewed my AC+ a couple days after it expired because the battery health was at 80% and it's starting to show its age - not lasting me a full day if I do any workouts of significant length. It's now dropped to 79% so I'm going to try to get the battery serviced before canceling the month to month AC+. I don't use SpO2 very often, but it sucks that I might lose a feature my watch had when I bought it...

 

[jz0309]

I'm in that situation now with my S8. I renewed my AC+ a couple days after it expired because the battery health was at 80% and it's starting to show its age - not lasting me a full day if I do any workouts of significant length. It's now dropped to 79% so I'm going to try to get the battery serviced before canceling the month to month AC+. I don't use SpO2 very often, but it sucks that I might lose a feature my watch had when I bought it...

I’m in a similar situation, so I contacted Apple support several weeks ago about this and they confirmed that the replacement watch would have SpO2 enabled. I’ve posted that chat into another thread…
So what I suggest is that you have support confirming to you that your replacement watch will have SpO2 enabled, just get that in writing if possible.
Edit: added screenshot of that conversation, can’t find the other thread easily

 

[Night Spring]

I’m in a similar situation, so I contacted Apple support several weeks ago about this and they confirmed that the replacement watch would have SpO2 enabled. I’ve posted that chat into another thread…
So what I suggest is that you have support confirming to you that your replacement watch will have SpO2 enabled, just get that in writing if possible.
Edit: added screenshot of that conversation, can’t find the other thread easily
View attachment 2474403

Sorry, but this doesn't make me feel confident this representative knows what they are talking about. "Enable it after repair"? The user has to somehow setup something to get it working? There's no setup procedure for the O2 sensor -- it either works or it doesn't.

 

[JPack]

There's been many anecdotal tales in this forum of people encountering Apple reps and sales people giving them wrong info. I doubt they are lying on purpose, but it appears many aren't trained as well as they could be.

When I replaced my AirPods Pro 2 under warranty:

• Me: "I'd like new ones as I don't want refurbs which are used."
• Apple rep: "The replacement AirPods should be new. We don't provide used AirPods to customers for hygiene reasons."
• Me: "If it was for hygiene, Apple wouldn't be selling refurb AirPods for $209. Apple states they're only cleaned and inspected with new accessories. Read the website yourself."
• Apple rep: "Oh I didn't know that."

It took some back and forth, but I walked out with a new pair in retail box.

 

[JPack]

Sorry, but this doesn't make me feel confident this representative knows what they are talking about. "Enable it after repair"? The user has to somehow setup something to get it working? There's no setup procedure for the O2 sensor -- it either works or it doesn't.

A lot of the online agents are just Apple Store reps assigned to a keyboard during non-peak periods. Sometimes their answers are correct, sometimes it's clearly wrong.