Apple Watch Repair

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Boeingflyer

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Topic # 223464 30-Sep-2017 20:07

So got a new Apple watch, realised it's not vibrating so i did a live chat with Apple, they started up a service plan and said they would send me out a box to send it back. After 5 days i received nothing so i just rang them and they said that i have to ring TNT and get it sent back (no cost to me though). Is this right? has any one else done this?

What is confusing is that on the apple website it says just to send back the watch head it's self and to put it in the provided package - so do i just send it back in the original box with the just the head or what?

Any previous experience is welcomed.

Cheers

mattwnz

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Reply # 1875268 30-Sep-2017 20:12

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From my experience they send you the courier pack to send it back in, and you shouldn't need to call their provider to do this. It should include a box for you to put it in, you don't use your box. You should only need to phone tnt when you want the box picking up, and there will be instructions for this.

Batman

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Reply # 1875269 30-Sep-2017 20:16

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don't send box to apple.

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Boeingflyer

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Reply # 1875276 30-Sep-2017 20:33

I'm back on chat with them, will see what they say this time.

Batman

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Reply # 1875281 30-Sep-2017 20:45

some random department receives what you send them, ticks a box, another department sends you a new pre determined item, ticks a box, case closed.

no pun intended, you won't get your box back

Boeingflyer

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Reply # 1875282 30-Sep-2017 20:49

Right, so the latest is that they don't do that for NZ anymore, they thought i was in America which they do. they said send it back in the original box, don't include charger etc. This is weird as they will probably send me a refurbished one. I'm going to take photos when sending it and have a note about ensuring the returned one comes back in a full sized box for resale etc.

Batman

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Reply # 1875284 30-Sep-2017 20:52

ah i see, probably have many ways of doing things.

Yes photos a good idea, and keep the communication

jeeg

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Reply # 1875311 30-Sep-2017 23:27

I was under the impression Apple has stopped dealing with TNT.

Last time Apple arranged twice to have TNT come pick up my Mac and TNT never showed up, from that point onward everything Apple sent me has been with DHL. They even told me on the phone they stopped dealing with TNT.

mattwnz

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Reply # 1875321 1-Oct-2017 00:22

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Boeingflyer: Right, so the latest is that they don't do that for NZ anymore, they thought i was in America which they do. they said send it back in the original box, don't include charger etc. This is weird as they will probably send me a refurbished one. I'm going to take photos when sending it and have a note about ensuring the returned one comes back in a full sized box for resale etc.

That is odd that they have changed the way they do it, as I found it worked well. But I guess it is a more expensive option for them. As it isn't a requirement to keep the watch box and you may have discarded it, if it as me I would would send it back in similar sized box. The apple watch box is too nice to send them, and you either won't get it back, or it will likely get damaged. When apple sends replacement products, they are usually not in retail packaging anyway, so if they are sending you a refurbished one, it will likely come in a plain box. Not unless they have guaranteed to send you a brand new one in retail packaging.

Boeingflyer

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Reply # 1876043 2-Oct-2017 12:10

Geez what a run around - so i rang TNT and they said they have no information and that they can't do the pick up, so i rang apple back up, they said there WAS a problem with the pick up but don't know what's gone wrong and will ring me back. They rang me back and made up some excuse that TNT can't do it for some reason and that i should drop it off at Harvey Norman where they would send it into Apple. Just done that so i will see what happens. I just gave them the main watch face, nothing else and got a receipt for it.

dickytim

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Reply # 1876465 3-Oct-2017 06:22

Boeingflyer: Geez what a run around - so i rang TNT and they said they have no information and that they can't do the pick up, so i rang apple back up, they said there WAS a problem with the pick up but don't know what's gone wrong and will ring me back. They rang me back and made up some excuse that TNT can't do it for some reason and that i should drop it off at Harvey Norman where they would send it into Apple. Just done that so i will see what happens. I just gave them the main watch face, nothing else and got a receipt for it.

I had the same issue with my Express replacement, apparently TNT are dropping the ball quite badly so Apple are tending to use DHL, however the tracking number they send it TNT then the Australian warehouse changes to DHL.

I ended up with a stolen watch and a long wait! In the end Apple upgraded me to a series 2 brand new unit.

As for just giving the face, this was also the instruction I was given, however when I had to send the old one back for a brand new one I had to get the original band and all accessories to go back with it.

dickytim

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Reply # 1876466 3-Oct-2017 06:23

Boeingflyer: Geez what a run around - so i rang TNT and they said they have no information and that they can't do the pick up, so i rang apple back up, they said there WAS a problem with the pick up but don't know what's gone wrong and will ring me back. They rang me back and made up some excuse that TNT can't do it for some reason and that i should drop it off at Harvey Norman where they would send it into Apple. Just done that so i will see what happens. I just gave them the main watch face, nothing else and got a receipt for it.

I ended up with a stolen watch and a long wait! In the end Apple upgraded me to a series 2 brand new unit.