I can’t speak for Applecare’s policy, but obiding by the Actual hardware policy, I understand Apples decision to adhere to that for reasons mentioned.
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Watch falls apart
- Thread starter pwebsterco
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I can’t speak for Applecare’s policy, but obiding by the Actual hardware policy, I understand Apples decision to adhere to that for reasons mentioned.
I am surprised that AppleCare Plus doesn’t cover this. Are you near Apple Stores where you can play Genius roulette? As many here have commented before, going in with a positive and polite attitude has worked wonders for me in the past.
Also, given it was a recent purchase, any Credit Card coverage as an alternative to accidental coverage?
Also, given it was a recent purchase, any Credit Card coverage as an alternative to accidental coverage?
So, again I ask, what if the OP simply buys a broken Apple Watch with a shattered display screen on eBay for around $30, take the screen off, and go back to Apple with all the necessary hardware?
It seems backwards that an honest situation with a reasonable explanation (missing screen which popped off at a ranch during a photo shoot, most likely due to a battery failure) would yield no action on the part of Apple despite purchasing AppleCare+ vs. buying a cracked Apple Watch display from a third party to satisfy Apple’s policy of having all necessary hardware.
I agree, everyone should be treated equally for AppleCare service and replacements. However, exceptions can be made.
In your scenario above, that’s not exactly an honest situation. Because that is NOT the original hardware that was included on the Apple Watch. Not to mention, the OP’s display was not “Shattered” either. I’m sure Apple already indicated the notes that the OP stated the display just fell off. So those are two different things that you’re indicating.
No one is questioning that the OP isn’t being honest or it’s not an unreasonable situation what actually occurred, but Apple has a policy in place prior to this stating that they have to have all the necessary hardware for the repair, which is necessary. That’s their policy, and if they want to make an exception, that’s on Apple, but they’re not willing, or have to do so. I stand by Apple in their policy, because they would have to make an exception to any customer that might have a similar situation without the necessary hardware. I Understand others may not agree with me, but there’s a reason for policy and procedures. But I won’t speak to AppleCare, because that’s a different tangent.
So the watch falls apart whilst your carrying about your daily business and it’s on you to buy a new one as you lost the part due to the failure? Seems like a ****** policy to me
[Or] It’s to difficult assess the failure, because they don’t have the original part to move forward in the investigation. So the argument goes both ways. Regardless, Its Apples policy, not everyone will agree with it, but sometimes that’s the nature of business per their guidelines.
Given the situation I dont think it would be all that unethical for him to buy a broken/iCloud locked watch on eBay (or wherever) and take the screen off and use it as the return. The screen fell off under normal circumstances which obviously should not happen, he has Apple Care+, and supposedly the only reason Apple is denying it is because it is missing hardware. If he replaces the hardware then what is the issue?
The Only thing I would dispute is, is Justiny stated the OP could buy a “shattered” Apple Watch display off EBay, in which case, I find that to be unethical, because all we know the Apple Watch display fell off, It was never indicated that the display was “Shattered”, which also the OP stated its lost, which I’m sure Apple already noted based off what the OP told them through the original case notes.
Seems sort of fraudish to me, frankly. You'd be smoked if the screens have serial numbers which Apple keeps records of and there's a mismatch; actually I suspect this could make you criminally liable.
Maybe Apple doesn't, or don't bother to check, who knows. Still, I personally wouldn't do this or recommend doing this. If Apple refuses to honor its warranty because the screen is missing that's on them; that's their bad. I'd rather stay honest myself, save myself the bad karma this time at least...
I don’t disagree it’s dificult to assess but to say we can’t assess it when it’s an item which is worn and liable to losing parts if a failure should occur in my opinion is wrong.
Just because it’s dificult shouldn’t mean Apple just wash their hands of it.
To be honest I’m fairly confident if you kicked up enough of a fuss Apple would just rectify the issue.
An honest explanation of a watch with a missing display due to faulty hardware (after purchasing AC+) = Denial of service, you’re missing necessary hardware, you’re S.O.L.
Or-
Willing to be dishonest/unethical and/or commit possible fraud, purchase a broken watch display from a third party = All necessary parts, Apple may issue a replacement at no cost (but bad karma for sure).
Again, to be clear, I am NOT advocating anyone commit fraud or be unethical when dealing with Apple products requiring service or replacement. Anyone who wants to read my post history will see that I always advise everyone to be polite and honest, even when there is damage due to neglect.
I dropped my iPhone 4 and shattered the back glass three weeks after I purchased it, and I was fully willing to pay the $200 to replace it. I didn’t make up a story or any fairy tale to the Apple employee about how it broke; I was honest in saying I simply dropped it and the back glass shattered. Apple replaced it for free and 15 minutes later I was out the store with a new iPhone.
If the OP’s story is true, then I have to disagree with Apple not willing to make an exception in this rare case, especially since the OP purchased AppleCare+ to accompany the watch. I have always been appreciative of Apple’s stellar customer service, but this one stinks to high hell.
Or-
Willing to be dishonest/unethical and/or commit possible fraud, purchase a broken watch display from a third party = All necessary parts, Apple may issue a replacement at no cost (but bad karma for sure).
Again, to be clear, I am NOT advocating anyone commit fraud or be unethical when dealing with Apple products requiring service or replacement. Anyone who wants to read my post history will see that I always advise everyone to be polite and honest, even when there is damage due to neglect.
I dropped my iPhone 4 and shattered the back glass three weeks after I purchased it, and I was fully willing to pay the $200 to replace it. I didn’t make up a story or any fairy tale to the Apple employee about how it broke; I was honest in saying I simply dropped it and the back glass shattered. Apple replaced it for free and 15 minutes later I was out the store with a new iPhone.
If the OP’s story is true, then I have to disagree with Apple not willing to make an exception in this rare case, especially since the OP purchased AppleCare+ to accompany the watch. I have always been appreciative of Apple’s stellar customer service, but this one stinks to high hell.
Sadly may
So basically screw the customer.
havebto take them to Small Claims.
So basically screw the customer.
If it was me I will sue. That said, my personal experience of Apple is quite opposite. My 6 moths old watch worked fine. Software update rendered it useless. Brought the watch to Apple. They can't fix it so they gave me a new (refurbished) one. I don't even have Apple Care (let alone +).
Don’t listen to the guy who keeps mentioning about swapping the screen off of a cheap eBay AW. That’s just bad advice. Apple are in the wrong here. Don’t give up the moral high ground because Apples policy is currently flawed.
Your AW may be a series 3 or not, but it could still have had a faulty battery which caused the screen to get pushed out. If that had happened unnoticed then I’m sure the little ribbon cable could easily disconnect itself too with all the movement going on while you worked on your shoot.
It can’t be that hard to work out what actually happened. Apple technicians can (or should be able to) measure the battery size and see if it has expanded. They can check if the seal is fully intact or fully missing. They can check to see if there’s any dents or chips around the case edge that show the screen wasn’t prized out. They could check the ribbon cable to see if there any damage to that.
I can understand Apples policy about needing all parts for warranty etc, but for the AW it should be amended. This is because the AW is a product that you put on your wrist and then ignore until you need to use it or get a notification etc. It’s also swinging about with your movements and is attached to the end of your arm. A screen not secured properly will go missing unnoticed very easily. The AW is different in this way. For a product like an iPhone or iPad, it would be practically impossible for a part to just go missing without you noticing without you being negligent.
Maybe try calling Apple customer service rather than trying an Apple Store. You might get lucky and speak to someone who can think for themselves. Try emailing Tim Cook. Tell him his expensive lawyers need to amend the AW warranty policy or you’ll go to small claims court.
Your AW may be a series 3 or not, but it could still have had a faulty battery which caused the screen to get pushed out. If that had happened unnoticed then I’m sure the little ribbon cable could easily disconnect itself too with all the movement going on while you worked on your shoot.
It can’t be that hard to work out what actually happened. Apple technicians can (or should be able to) measure the battery size and see if it has expanded. They can check if the seal is fully intact or fully missing. They can check to see if there’s any dents or chips around the case edge that show the screen wasn’t prized out. They could check the ribbon cable to see if there any damage to that.
I can understand Apples policy about needing all parts for warranty etc, but for the AW it should be amended. This is because the AW is a product that you put on your wrist and then ignore until you need to use it or get a notification etc. It’s also swinging about with your movements and is attached to the end of your arm. A screen not secured properly will go missing unnoticed very easily. The AW is different in this way. For a product like an iPhone or iPad, it would be practically impossible for a part to just go missing without you noticing without you being negligent.
Maybe try calling Apple customer service rather than trying an Apple Store. You might get lucky and speak to someone who can think for themselves. Try emailing Tim Cook. Tell him his expensive lawyers need to amend the AW warranty policy or you’ll go to small claims court.
Its their Policy. You don’t have to agree with it, but it clearly exists for reasons mentioned. I would also be willing to believe that’s an extreme minority that somebody would completely lose the entire watch face display without realizing it as the OP did. I’m sure Apple realizes the difficulty in this case, but they are resorting to what their procedure is, which is to have all the hardware included to move forward.
If Apple didn’t have a policy in place, then I can understand them making alternative plans to assist the customer. But they have a policy, and they should adhere by their policy to what it says to any customer and should be equal. Otherwise, they would be making exceptions to every customer in situations if they didn’t have all the hardware included. There has to be limitations to a certain point where they have requirements, being That is what is prevalent here.
No, they are not. Re-read the previous page. It appears Apple is adhering to their policy as I mentioned. The OP already stated “I escalated up through three supervisors via phone and bottom line “it is policy” that all parts must be there.”
Having policies and enforcing them just because you have a policy even when it hurts honest paying customers (long-term, multiple purchases customer in this case apparently) is counter-productive and harmful to the company. Also, authoritarian, one might mention.
It's not the first time someone mentions on this forum alone that an apple watch display fell off completely; some other guy had it happen while the watch sat on the charger; the ribbon cable connectors were not strong enough to keep the display from detaching completely. So it must not be news to apple either that watch displays can come entirely loose when the adhesive fails (or battery swells, whichever may be true here); to still nail customers with policy when they've done nothing wrong and the fault is entirely on the company itself is just plain evil.
It's not the first time someone mentions on this forum alone that an apple watch display fell off completely; some other guy had it happen while the watch sat on the charger; the ribbon cable connectors were not strong enough to keep the display from detaching completely. So it must not be news to apple either that watch displays can come entirely loose when the adhesive fails (or battery swells, whichever may be true here); to still nail customers with policy when they've done nothing wrong and the fault is entirely on the company itself is just plain evil.
But it’s a policy, they should have had ninja senses and relalised the display had come lose at some point in their day.
Ye$! They $ure do!!!Lawyers love people with "principles" like you!
Lawyers love people with "principles" like you!
Who cares whom lawyers love? I’m not small minded. When something needs to be sued, someone have to do it.
You can care for me, or my wallet, as much as you’d like though.
They will love you even more!
Go see you lawyer. If he is any good he will tell you to back back home.
The question remains: What are the odds that the OP will ever return to see the glorious debate he/she is responsible for starting?
Me bet is on “not great.”
Me bet is on “not great.”
I am surrounded by them. It is you who have some big life lessons coming in your future.
I am done here.