Black Sport Band just started peeling.... Need suggestions

[fanboi4lyfe]

How's the replacement band holding up? Any peeling?

Replacement band is great! Holding up like it should for now.

I still haven't heard back from Apple Support. The senior rep said he would get back to me on Saturday. I called in to support yesterday to follow up and the rep gave me the email for the senior rep. I sent an email asking for status but still haven't heard back. Quite an interesting experience with Apple. I thought they would be much more proactive about making their customer happy with a first gen product like the AWS.

That is a very odd situation for you man.... Definitely one of the odder experiences I have heard of. Hopefully it gets resolved for you. My experience was so painless it makes yours even worse. I hope for you that it pans out and you get a resolution soon!

 

[fishmd]

I still haven't heard back from Apple Support. The senior rep said he would get back to me on Saturday. I called in to support yesterday to follow up and the rep gave me the email for the senior rep. I sent an email asking for status but still haven't heard back. Quite an interesting experience with Apple. I thought they would be much more proactive about making their customer happy with a first gen product like the AWS.

I see you have definitely gotten the run around on this one man. I will keep things updated here as this gets worked out for my case as well. After chatting with them online earlier and being told I will get a new replacement, I did get a couple of follow up emails. They want me to send in some pictures of the band to them. I will have to do that later on however as I don't have it with me right now at work. So will see.

 

[AreanFSL]

Definitely take it in. That would irritate me too much.
If it doesn't work at one Apple Store take in to another until you get an answer.

 

[fishmd]

Here is a picture I sent Apple Support to show the peeling that has occurred with mine.

 

[fanboi4lyfe]

That is really peeling pretty poorly. Mine wasn't even close to that (pics from my inital post) and they fixed it no problem. Hope you are having better luck, but definitely keep trying dude!

 

[fishmd]

So 48 hours have gone by since my contact with Apple Support. At first I was happy with their seeming interest to help. Now, not so much. They were supposed to send out a box with prepaid shipping label to me overnight. Not only do I not have the box yet, I haven't even been able to get a response back from the supervisor who told me to keep in touch with him regarding this process. Kind of shotty customer service here, which is not the norm at all from what I have experienced in the past with Apple.

 

[stonerwinst]

So I just had another very strange experience with Apple Support. This time I contacted them via chat so I have a log of the conversation to put things into context. To their credit they did make a one time exception to send me a replacement band. Makes no sense why they will not cover under warranty a peeling bad after 2 weeks of ownership. Nevertheless, they are sending me a new band free of charge. At this point it's not about paying for the $50 band, but that their logic makes no sense to me. Here is the chat conversation for all to see. I redacted the personal info.

---

Chris:Thanks for contacting AppleCare chat support. Please give me a moment to look over your information.

Chris:Greetings from South Carolina! My name is Chris, am I chatting with --- right now?

Me:I have an existing case number

Me:---

Me:Yes

Chris:Ok, one moment while I pull that up please!

Me:I was told I would get a call back from the senior rep last saturday but I haven't heard a peep since.

Me:The senior rep's name is Brian

Chris:Ok see that here! Give me one moment while I look into this for you, ok?

Me:Thank you

Me:at this point I just want a new watch band sent to me

Me:and I'll send the old one back

Me:I feel I continue to get the run around

Me:The first apple support person Isaac Wright asked me to go to the apple store to have the band inspected

Me:I did that and the Genius determined the band was defective and ordered a replacement for me

Me:when I went back to the store, the manager then told me the band is not covered by warranty and that I would have to pay $49

Chris:Ok I understand, a genius at the Apple Store confirmed/stated to you the the band was defective, and then the replacement they ordered in, they told you that you would have to pay $49 for it, and you feel that you shouldn’t. Is that accurate?

Me:yes

Me:because none of the apple support people nor the genius mention anything about paying $49 to order a replacement

Me:the genius confirmed that the coating on the band was peeling

Chris:Well I can absolutely understand that! I think I’d feel the same way in your situation, it’s very relatable.

Me:Look, if I had to pay $49, why wouldn't I just buy a new band right there?

Me:It just doesn't make sense

Me:The genius told me they will order a replacement so I can return my defective band to Apple for engineering analysis

Me:Why would I do this if I had to pay $49?

Chris:I think the best option we should take here is I can shoot this up to one of my senior advisors, does that sound good? I’m a little limited in what I can do, and while I can’t promise anything ahead of time as to what they’ll do, it will open up all possible options. Is that alright?

Me:And then the manager tried to haggle with me saying he would meet me in the middle at $25

Me:This is the 3rd time it's going to a senior rep

Me:I hope it will make a difference

Me:I just want my band replaced

Me:There's something wrong with the one I have. The coat is peeling

Me:It started peeling after 5 days of ownership

Me:I waited until Day 15 when the peeling got worse to file a claim

Chris:I absolutely agree, I’d like to help you find the best resolution to this, as quickly as we can! We take a lot of pride here at Apple in making sure our customers feel like their concerns matter to us, because they do.

Me:And, again, on top, the genius confirmed the coat was peeling

Me:thanks

Chris:Which band is it?

Me:black band

Me:sports

Me:I also know from forums my issue is not unique

Me:Others have had this issue

Chris:Ok, one moment please while I bring in one of our senior advisors and fill them in on your issue, alright ---?

Me:Thank you

Chris:Ok ---, still with me?

Me:yes

Chris:Great news! I can go ahead and get you set up with an in-warranty replacement for your watch Band. I’d be happy to set up a mail repair with you today if you like.

Me:Thank you

Me:=)

Chris:My pleasure! I’m really happy we were able to get you all sorted out.

Me: Please mail to ---

Chris:This is the 42MM Black/Silver Sports Band, correct?

Me:yes

Chris:Just a quick moment please.

Me:yes

Chris:I really appreciate your patience ---, hang in there please!

Me:No problem

Chris:Ok, if it’s alright with you, I’m going to transfer you over to our Senior Advisor Nick, he’s going to take care of you the rest of the way, ok?

Me:Ok


You are now being connected to another Advisor. Please standby.

Nick:Now chatting with Nick, case # ---

Nick:Thanks for contacting AppleCare chat support. My name is Nick. Please give me a moment to look over your information.

Me:Thanks

Nick:Hey ---! Looks like you are having a bit of an issue with your sports band and the lamination coming off, is that right?

Me:yes

Nick:Got it! Definitely sorry to hear that seems to be the case with your watch band. I use my Apple watch ALL the time, so I can see how that would be an issue. I would be more than happy to take a peek with you in figuring out the best way to get it all fixed up.

Nick:It is my understanding you took it to the Apple store for inspection already, is that right?

Me:Yes

Nick:Got it! Generally speaking the watch band is something that will not come with any warranty period, as explained by the Apple store. However, it looks like you were in contact with a senior advisor on our phone support team in order to get this resolved. The good news is, it looks like he has been looking into this for you. Do you have the contact information for Bryan that he provided? He will be handling this situation from start to finish.

Me:He has not contacted me

Me:He said he would contact me last saturday

Me:Chris just told me support will be sending me a replacement band

Me:is this not going to happen?

Me:Also, in the warranty paper, no where does it say the band is not covered by warranty

Nick:Hmm. Looks like your initial contact with him was on Thursday, and it would take some time to look into this with you. Chris was able to get your case up to me for clarification, and the Apple watch band is something that would be a paid replacement. However, since you were working with Bryan, I want to reach out to him and make sure he gets in contact with you just in case he uncovered anything else.

Me:Why would it be a paid replacement if the band started to peel after several days of ownership?

Me:Also, I was just told by chris that a replacement would be sent to me.

Me:This is becoming odd again

Nick:After review from the Apple store, it has been determined that this issue was not caused by a defect in workmanship or materials. For this reason it would not be covered under our limited hardware warranty. Again, this is a situation that will need to be fully investigated since you via the advisor who has been putting in all the work to get the best options possible. I have reached out to Bryan and informed him about a follow up. While we are hear together, I do want to make sure we exhaust all options. Give me a few minutes on my end to confirm that.

Me:Who at the apple store determined it was not a defect?

Me:The Genius that looked at the watch, her name is Sarah

Me:She made no mention of this

Me:In fact, she tried to clean the band to make sure it wasn't residue. When it was clear to her that it was peeling, she ordered a replacement

Me:The replacement came back in a brown envelop, not in a packaged form

Me:Why would I pay $49 for a replacement like this when I could just buy a new band?

Me:This makes absolutely no sense

Nick:I absolutely understand where you are coming from and do thank you for your patience since it does look like this started on the 20th of July. Since the band was determined not to be covered it would be the cost of purchasing a new one. HOWEVER, since you have been working so diligently with us, I do want you to be completely satisfied with the band. I am going to personally waive that cost for replacement and send you out another band. This will be a one time exception, but I do want to show a sign of good faith for this issue.

Me:Nick, okay, I will not argue with that

Nick:Awesome! Glad to hear. To make sure we get the right product direct to you. What is the color of your sports band, ---?

Me:black sports

Nick:Thanks! And just to confirm as well, this is a 42MM watch face that you have, correct?

Me:yes

Nick:On the band itself, is the pin buckle grey or silver?

Me:Grey

Nick:Awesome! (same as mine)I know you may have already provided this to Chris, but what is the shipping address? Want to make sure we have it right.

Me:---

Nick: Perfect! I did just go ahead and set that up to be sent out, so you should be getting that band within 3-5 business days. Since you are in ---, it may even be quicker. I really appreciate you hanging in there while we got to the be resolution for your band. Hang on to your repairID number for your records (---).

Me:Nick Thank you

Nick:No problem at all! I LOVE my Apple watch, so I want to make sure you love every aspect of yours. Every thing is will documented on your case number (---), so there will be no more uncertainties. Have a great rest of your week!

Me:Thank you

 

[fanboi4lyfe]

Hot damn dude.... Finally some resolution. Seems like the first chick was the one that caused the chain reaction of poor events lol. But hey at least you got a replacement for free! Still very dumb how much you got the run around....

 

[stonerwinst]

If the band is not covered by warranty Apple needs to make this very clear in their documentation. Nowhere have I seen this stated.

On top, a $400 watch with a peeling band after several days is ludicrous. A watch with a sport labeling needs to be much tougher against sweat.

 

[fishmd]

Lol man. Brian is the same guy I am dealing with for my case. I haven't heard crap from him for the past 2 days despite emailing him each day directly to his contact info he gave me. Tomorrow I will try to call him I guess since I have a number and extension he gave me to get in touch with him.

 

[stonerwinst]

Good luck with Bryan. I never heard back from him since the first time we talked. I sent him an email too, but heard zilch. I suggest communicate by chat so you can get a log of the conversation. As you can see from my case, they will say one thing and do another.

 

[paulgandersman]

Source? Or do you just make this stuff up when you feel like it? I'd say it's more user abuse than fault. I have 3 black bands, my partner 1, my brother 1 and multiple friends st work have them - guess what...none of them peel. All bought at different times since release. I think your statement is false unless you can prove otherwise.

The senior rep I spoke to at AppleCare telling me this was a "well known issue" was pretty much all I needed to believe it. Not sure why she would make that up. And they replaced my band without question after I mentioned the issue. If an AppleCare rep doesn't want to get it replaced for you, then they are not informed and you should ask for a senior advisor.

 

[BSG75]

Mine was peeling, too. I only had it for 15 days. Took it to the Apple Store and walked out with a new band in 10 minutes.

 

[broadbean]

So I just had another very strange experience with Apple Support. This time I contacted them via chat so I have a log of the conversation to put things into context. To their credit they did make a one time exception to send me a replacement band. Makes no sense why they will not cover under warranty a peeling bad after 2 weeks of ownership. Nevertheless, they are sending me a new band free of charge. At this point it's not about paying for the $50 band, but that their logic makes no sense to me. Here is the chat conversation for all to see. I redacted the personal info.

---

Chris:This is the 42MM Black/Silver Sports Band, correct?

Me:yes

---

Nick:On the band itself, is the pin buckle grey or silver?

Me:Grey

Should've said Gold. LOL

Agreed, weird logic - to charge same price as a new one. The chat transcript in some ways highlight Apple can be no better than other companies, and Genius Bar visits can be less than ideal.

I personally have had many Genius appointments over the years and have to say on balance it's been very positive. Some outcomes have been "Wow, that's fantastic", while a few "Meh, waste of time".

I think in this case, your Genius was not clear and caused the runaround when it seems most could've been avoided.

 

[fishmd]

Good luck with Bryan. I never heard back from him since the first time we talked. I sent him an email too, but heard zilch. I suggest communicate by chat so you can get a log of the conversation. As you can see from my case, they will say one thing and do another.

Yeah, called the guy up directly today and left him a message with my case number and all and got no call back at all from him. What a joke man.

 

[AreanFSL]

Mine was peeling, too. I only had it for 15 days. Took it to the Apple Store and walked out with a new band in 10 minutes.

Use any special wording? Or just demands. Always depends who you get.

 

[BSG75]

No special words. I just said that I expected to see wear on a sport band at the contact points but not near the watch. Wasn't angry or upset, just very polite when I stated my case. Plus, the store was quite busy at the time but they took care of me very quickly. I've always had good experiences with our local Apple Store.

 

[fishmd]

Good news. Finally heard back from Brian today. He sent me out a new replacement band and I get to keep the old one too. He had been off the past 3 days apparently and felt bad I had waited so long to hear back from him so he sent me out that today. Should have it in a couple business days. Hope this one stays intact with no peeling.

 

[stonerwinst]

That's good to hear. I received my replacement a couple days ago. I haven't decided if I will use it yet fearing it will peel again. If it does, I don't know if they will replace it again since it was a one time exception for me.

 

[JXShine]

That's good to hear. I received my replacement a couple days ago. I haven't decided if I will use it yet fearing it will peel again. If it does, I don't know if they will replace it again since it was a one time exception for me.

lol "one time exception"
how about apple stop being a cheapass a make a rubber band that doesn't have these issues.

 

[stonerwinst]

I agree. I wish they would acknowledge the issue. I still don't know if the band is covered under warranty or not. At least now I have an Apple store manager AND an Apple Support rep that have told me the band is "generally" not covered, whatever that means.

 

[JXShine]

I agree. I wish they would acknowledge the issue. I still don't know if the band is covered under warranty or not. At least now I have an Apple store manager AND an Apple Support rep that have told me the band is "generally" not covered, whatever that means.

Yea it seems like most apple employees have no idea how to service the watch and bands
When I was purchasing an extra ML from the apple store last week, I inquired about the warranty. the employee literally said "uh, I am not sure, but i guess it's one year..."...like really? Angela Ahrendts has no idea what she's doing if this is the way retail employees are being trained for their "new product category"

 

[broadbean]

I agree. I wish they would acknowledge the issue. I still don't know if the band is covered under warranty or not. At least now I have an Apple store manager AND an Apple Support rep that have told me the band is "generally" not covered, whatever that means.

9to5Mac reported in late April an internal Apple document which pointed out certain Watch Band discoloration and deformation etc were to be expected and not considered under warranty, and there were accompanying photos.

I think the issue here is whether it was a defect (likely if appeared after only a few days) or if it was used and abused. This is where a bit of leadership and common sense would help at the local Genius Bar.

 

[BSG75]

9to5Mac reported in late April an internal Apple document which pointed out certain Watch Band discoloration and deformation etc were to be expected and not considered under warranty, and there were accompanying photos.

I think the issue here is whether it was a defect (likely if appeared after only a few days) or if it was used and abused. This is where a bit of leadership and common sense would help at the local Genius Bar.

FWIW, I was at our local Apple Store yesterday and noticed peeling on the sample black sport band they have on display.

 

[stonerwinst]

9to5Mac reported in late April an internal Apple document which pointed out certain Watch Band discoloration and deformation etc were to be expected and not considered under warranty, and there were accompanying photos.

I think the issue here is whether it was a defect (likely if appeared after only a few days) or if it was used and abused. This is where a bit of leadership and common sense would help at the local Genius Bar.

I'd like to know what constitutes as regular wear-and-tear and abuse. Apple needs to understand that a watch is worn on the wrist. They even said themselves that it's the most personal device they've ever created. Unless you work in an industrial environment where you dip your wrist in chemicals or into spaces with lots of sharp things, it's hard to "abuse" a watch worn on the wrist. Sure you can accidentally rub the screen on a wall, or drop the watch on concrete; these are all typical accidents that any watch face that should not be covered by warranty. But a peeling watch band after several days of ownership? Not to mention, it is advertised as a sport band.

Here is the internal Apple document referred by broadbean. Thanks.
http://9to5mac.com/2015/04/24/apple-watch-damage-covered-warranty/
http://9to5mac.com/2015/04/24/apple...rmation-of-sport-and-leather-bands-over-time/