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2514 posts

Uber Geek
Inactive user

#223280 22-Sep-2017 08:08
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Hi All,


Just thought I would share my story regarding my faulty Apple Watch.


Anyway, I was out working in the garden at the end of July when I went inside because it was starting to rain. I got inside and went to check my watch, I tapped the screen and it felt loose. I thought, this isn't right so I tapped it again and it "clicked" I took the watch off and noticed the screen had come away from the body by a mm. I thought back and I had definitely NOT knocked or abused the watch, the worst behaviour it had seen was getting a little rain on it when I was outside but never been bumped or knocked in any significant way.


I went online to Apple Care as I had Apple care+ which expired in about 2 weeks so I went on to the online chat, unfortunately the only option that fitted the criteria for what had happened to the watch was "physical damage" which as far as I was concerned was what had happened, the face was physically coming away from the body. They processed the fault and we arranged for an express replacement. They  told me if the fault was caused by me I would have to pay the $119. I assured them it hadn't been anything I had done. While I was on chat I googled and found an existing issue with batteries expanding and causing this issue, I mentioned that I believed this was quite likely.


I gave my work address and my credit card details and everything was arranged.


I received the TNT tracking number a day later, it showed as prepared for shipping, but could take a week, I know Apple and TNT so I expected this in a couple of days but was patient and called Apple up a week later, the status was still showing as preparing for shipment on TNT's system. Apple raised the issue with TNT. Unknown to then TNT Australia had been experiencing some major IT issues, to cut a long story short here, the replacement was sent via DHL. IT was received a few days after dispatched, however no one at work had seen it and the tracking showed being signed by Vinod F. We work in a building with 3 other offices in it, but currently the other 2 are empty. Further investigation showed that Apple had not used the company name and only my name. The courier driver had taken a punt and delivered somewhere else, where no one knows. I suspect that the cleaners were upstair cleaning on of the offices when it was delivered and has swiped it (joke is on them the serial number has been black listed and bricked). DHL and Apple were now talking and trying to work out where my watch was, by this time 3 weeks had passed. I had been passed on to a case manager who was calling me daily to update me but progress was slow.


The next step was that I needed to fill in a stat dec to say I had not got my watch and neither had anyone I knew, I got this done and signed and sent to Sherwin (the case manager from Apple) by this time we were up to 4 weeks. I received a call from Sherwin then to say that Apple was no longer going to send me a refurbished watch but an brand new Series 2 watch in the same format as I originally purchased, this would be provided free of charge, with full warranty rights in NZ etc. (original watch was the 1st Gen and purchased in Australia) He asked would I like to have this sent via express replacement, I promptly refused this and asked for the normal replacement! The one stipulation was that the watch needed to go to a house address where someone needed to be home to receive and the original watch needed to be picked up from the same address.


I arranged for the watch to send to the MIL.


Anyway, 7 week later I have my shiny new Apple Watch Series 2 brand new and with full warranty (and have added Apple Care+)


Over all I have to say, at times I was frustrated with the situation but Apple's constant, daily communication made it bearable, and the resolution to provide a brand new replacement rather than a refurb when everything had gone south, even though part of the issue was out of Apple's hands had left me feeling happy with the over all outcome.

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693 posts

Ultimate Geek


  #1870658 22-Sep-2017 08:26
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Good to hear some positive customer feedback for a change. Too often we see/hear people complaining when something isn't right, but rarely when it's good. Glad everything worked out well for you!

718 posts

Ultimate Geek


  #1870739 22-Sep-2017 09:47
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That's the impressive service I've come to expect from Apple. Bonus points for them sorting it out after the courier messed up too!


101 posts

Master Geek

  #1870850 22-Sep-2017 10:50
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Huh, thought that sort of service died out a while ago. You must've been really nice :v

I've seen a 3GS with the cracked speaker area getting swapped out for a like-new refurbished iphone 4 because they ran out of the old 3GS.

But nice! enjoy the series 2!

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5853 posts

Uber Geek

Mod Emeritus
Lifetime subscriber

  #1870914 22-Sep-2017 12:31
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Hmm you mentioned this is 1st gen Apple Watch? There's news about how the battery can swell and pop the screen.


I'm sure it should be covered under extended warranty.

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3220 posts

Uber Geek


  #1870929 22-Sep-2017 13:08
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That's the impressive service I've come to expect from Apple. Bonus points for them sorting it out after the courier messed up too!



Great to hear you have had impressive service. However, it looks like the Apple user experience varies - link here



3301 posts

Uber Geek

  #1870990 22-Sep-2017 14:38
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That's the impressive service I've come to expect from Apple. Bonus points for them sorting it out after the courier messed up too!



Great to hear you have had impressive service. However, it looks like the Apple user experience varies - link here





And your point is?


We all know about all the bad experiences with Apple, and just about every other big company, but as Maoriboy pointed out, this is about a good experience which we don't hear about enough.



15252 posts

Uber Geek


  #1871028 22-Sep-2017 14:47
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I've several experiences with Apple and faults and have found on all occasions they have come through and put it right and in a very timely manner.





The views stated in my posts are my personal views and not that of any other organisation.


He waka eke noa


3301 posts

Uber Geek

  #1871056 22-Sep-2017 15:20
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I've several experiences with Apple and faults and have found on all occasions they have come through and put it right and in a very timely manner.



As I work at an AASP I get to see just how good the Apple service is.


It never ceases to amaze me how often Apple will fix or replace someone's iPhone or iPad, even though the device has clearly been very badly treated by the customer, and might have a totally smashed screen!


Not sure what the customer has said to Apple support on the phone, to get them to cover the repair/replacement, but they do it.




There is a replacement program currently running on certain MacBook Pros, that have a delaminating screen coating issue, and Apple are covering the replacement displays on those.


They have been covering the replacement display even if the customer has damaged it, and it isn't even working any more!

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