Faulty Apple Watch 4 battery

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GSManiac

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#251604 2-Jul-2019 19:40

I’ve had my watch since April, series 4 purchased direct from Apple without Apple Care

The battery has never been great. I was upgrading from AW0 which when New was giving me two days worth of battery life. When I didn’t get this with the AW4, I put it down to new features being more battery intensive . I tend to only get 13 hours of battery from a single charge. A lot lower than the 18 claimed by Apple.

I did a quick ring around of my friends to find out what their battery % was at after 12 hours.
An AW4 and an 18month AW3 were both at ~80% and my old AW0 which I had given to a friend was still at 60%. Yet my watch after 12 hours was at 20%
The two friends on Aw3&4 were still at 30% after 36hours on day two.

So something definitely not right with mine.
Rung Apple. They did a diagnostic test and found it running normal. Organised for a senior tech to ring me the next day anyway. They said I’d have to send it to Apple for 2 weeks for testing. I also repaired and restored from new as per their suggestion but it made no difference.

I don’t really find it acceptable that a two month AW4 has such poor battery life compared to others. Nor do I wish to be without it for two weeks while they run tests.

Any suggestions on my best course of action.

TIA.

Brumfondl

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#2268815 2-Jul-2019 20:21

At a guess, the options will be to live with the watch as it is or live without it while it gets looked at. I doubt Apple would replace it without confirming a hardware issue and all Apple watches are sent to a repair centre so taking it to a store will make no difference to the timeframe for testing as they will be sending it away.

danza

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#2284480 27-Jul-2019 09:52

Have you tried disabling background app refresh, then disable auto-install apps and uninstall all the 3rd party apps and see how much battery it uses?

surfisup1000

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#2284517 27-Jul-2019 11:39

GSManiac: I tend to only get 13 hours of battery from a single charge. A lot lower than the 18 claimed by Apple.

Rung Apple. They did a diagnostic test and found it running normal.

TIA.

The diagnostic test failed to show the problem (and there is a problem), so is not really relevant.

If it were me, I would revert the watch to factory settings, and record the battery life for 3 days.

Apple kindly document how they achieved their 18 hour estimate...

https://www.apple.com/nz/watch/battery.html

All-Day Battery Life
Up to 18 hours
All-day battery life is based on 18 hours with the following use: 90 time checks, 90 notifications, 45 minutes of app use, and a 60-minute workout with music playback from Apple Watch via Bluetooth, over the course of 18 hours. Apple Watch Series 4 (GPS) usage includes connection to iPhone via Bluetooth during the entire 18-hour test. Apple Watch Series 4 (GPS + Cellular) usage includes a total of four hours of 4G LTE connection and 14 hours of connection to iPhone via Bluetooth, over the course of 18 hours. Apple Watch Series 4 models also provide up to 18 hours of battery life on a Wi-Fi connection. Testing was conducted by Apple in August 2018 using Apple Watch Series 4 (GPS) and Apple Watch Series 4 (GPS + Cellular), each paired with an iPhone. All devices were tested with prerelease software. Battery life varies by use, configuration, mobile network, signal strength and many other factors; actual results will vary.

If your tests still show battery life falling far short, you have rights under the CGA. Request a refund, replacement, or repair.

GSManiac

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#2311094 5-Sep-2019 12:46

Update: so I sent it back to Apple for testing and by virtue of giving me a replacement, acknowledged that it was indeed faulty. However the replacement is a refurbished unit which I don’t find acceptable. So I asked that under the CGA I would like to opt for a refund instead.

they have denied this saying the replacement fulfils their obligation under CGA.

do I have grounds for pushing for a refund?

thanks.

dejadeadnz

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#2311304 5-Sep-2019 16:18

Apple's refurbished units are much higher quality than the usual refurbished rubbish sold by dodgy resellers, for example. It will externally be flawless, with a new battery, and will for all intents and purposes be a new watch. I just don't think you have any reason to be concerned.

dejadeadnz

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#2311306 5-Sep-2019 16:21

For more details on Apple's refurbished products, see here.

FWIW, as a lawyer I would also say that Apple has indeed discharged their CGA obligations here.

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Brumfondl

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#2311521 5-Sep-2019 21:55

Have they definitely used the word refurbished. Normally replacements might be remanufactured but refurbished is reserved as a term for goods the sell as second hand.

mattwnz

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#2311529 6-Sep-2019 00:03

Have you tried disabling the wifi, and seen how long it lasts? Also the more it is actively used, the faster the battery will run down. I remember when I first got mine, and I was using all the apps etc all the time, it would only last a day. If you are using it to track exercise for several hours, then that can run it down very fast. But if you are just using it as a dumb watch and basic activity stuff, and the screen is set to only tap to wake, then mine can last at least 3 days without charging. If you are flicking your risk a lot, and it activates the screen each time, then I imagine that will also drain it a bit

GSManiac

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#2316579 12-Sep-2019 16:25

Update:

So I contacted CAB and Consumer NZ and both stated that i am within my rights to reject a refurb unit and seek either a brand new unit or a refund, which ever i would prefer. Consumer NZ suggested i email Apple again and tell them that I've been in contact with Consumer NZ and that they have stated to me that Apple are breaching CGA and FTA. (Apparently Apple have been warned in the past from ComCom about this very issue). CNZ also suggested that I: include the ComCom in my email to Apple and give them 5 working days to respond which I did.

So that time has now elapsed and Apple did not reply at all to my email.

I got back in touch with CNZ and their advice is to lodge against apple with the Disputes Tribunal in order to get Apple to take this seriously.

I bet Apple know that most people dont want the hassle and dont follow through and so feel as if they can get away with these sorts of actions.

For any one interested, here is the email i sent Apple.

Hi **** following on from our phone call, I have been in contact with Consumer NZ, regarding this issue. They have advised me that Apple are in breach of NZ Consumer Guarantees Act and Fair Trading Act. They have also advised me to CC in the NZ Commerce Commission into this email which i have done. Can you please escalate this to the appropriate person and ensure that all further correspondence is to be via email rather than via phone call. As mentioned to you earlier, I am not satisfied with the outcome Apple has offered. The defect with my Apple Watch has been an issue since buying it in April 2019. By virtue of receiving a replacement Apple Watch, Apple therefore accepts that my watch had a fault. However i am not satisfied with the replacement unit offered to me by Apple, owing to the fact that it is a refurbished unit, or in other words a second hand unit. Seing as Apple sells refurbished units direct to customers at a substantial discount, by receiving a refurb unit, i am now at a monetary loss on my initial purchase. As mentioned to you, i wish to seek redress in the form of a refund. I reject the claim made by Apple that you do not have to offer me a refund under the CGA and that the refurbished replacement is acceptable. Consumer NZ has also advised me that Apple in the past have been in breach of sections 13(d) and 13(i) of the NZ Fair Trading Act relating to misleading representation of customer rights in regards to refurb vs new units. Please ensure that any reply in this matter is made within 5 working days.

Thank you

Brumfondl

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#2316824 12-Sep-2019 21:50

GSManiac:

Update:

So I contacted CAB and Consumer NZ and both stated that i am within my rights to reject a refurb unit and seek either a brand new unit or a refund, which ever i would prefer. Consumer NZ suggested i email Apple again and tell them that I've been in contact with Consumer NZ and that they have stated to me that Apple are breaching CGA and FTA. (Apparently Apple have been warned in the past from ComCom about this very issue). CNZ also suggested that I: include the ComCom in my email to Apple and give them 5 working days to respond which I did.

So that time has now elapsed and Apple did not reply at all to my email.

I got back in touch with CNZ and their advice is to lodge against apple with the Disputes Tribunal in order to get Apple to take this seriously.

I bet Apple know that most people dont want the hassle and dont follow through and so feel as if they can get away with these sorts of actions.

For any one interested, here is the email i sent Apple.

Hi **** following on from our phone call, I have been in contact with Consumer NZ, regarding this issue. They have advised me that Apple are in breach of NZ Consumer Guarantees Act and Fair Trading Act. They have also advised me to CC in the NZ Commerce Commission into this email which i have done. Can you please escalate this to the appropriate person and ensure that all further correspondence is to be via email rather than via phone call. As mentioned to you earlier, I am not satisfied with the outcome Apple has offered. The defect with my Apple Watch has been an issue since buying it in April 2019. By virtue of receiving a replacement Apple Watch, Apple therefore accepts that my watch had a fault. However i am not satisfied with the replacement unit offered to me by Apple, owing to the fact that it is a refurbished unit, or in other words a second hand unit. Seing as Apple sells refurbished units direct to customers at a substantial discount, by receiving a refurb unit, i am now at a monetary loss on my initial purchase. As mentioned to you, i wish to seek redress in the form of a refund. I reject the claim made by Apple that you do not have to offer me a refund under the CGA and that the refurbished replacement is acceptable. Consumer NZ has also advised me that Apple in the past have been in breach of sections 13(d) and 13(i) of the NZ Fair Trading Act relating to misleading representation of customer rights in regards to refurb vs new units. Please ensure that any reply in this matter is made within 5 working days.

Thank you

Did you buy the original watch from Apple? And again I ask if it definitely states that it is refurbished and not remanufactured?

GSManiac

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#2316829 12-Sep-2019 21:53

Bought from Apple online.
The term used from Apple was refurbished.

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Brumfondl

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#2316831 12-Sep-2019 21:59

GSManiac: Bought from Apple online.
The term used from Apple was refurbished.

Cool. I would call AppleCare and state your case. To get a refund I am assuming that they would want the replacement back. In theory, if you went for a brand new watch you should be able to get a Series 5 out of them as they no longer sell the Series 4. Something to think on...

GSManiac

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#2316832 12-Sep-2019 22:02

Sorry I’m a bit confused. I’ve already spoken to Apple who at this stage won’t budge.

dejadeadnz

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#2316851 12-Sep-2019 22:22

I am just really confused by what you think is the difference between a brand new Apple Watch versus a refurbished one. The refurbished ones have brand new batteries, are externally perfect, and are otherwise completely indistinguishable for all practical purposes from new ones. I agree that a lot of manufacturers are breaking the law/taking the mickey with their attempts at foisting poor quality replacements on people but this isn't one of those cases. A Disputes Tribunal referee may agree with you or may not. But you'll need to pay a filing fee (which you won't get back) and potentially need to spend time at a District Court arguing over a relatively inconsequential matter relating to a watch that most likely has a market value of $500 to $600 bucks.

Normally I am as strong an advocate for standing on one's (perceived or actual) legal rights as anyone else but frankly I think you're giving yourself hassles for no real reason. It's your life and time, however.

premiumtouring

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#2316888 13-Sep-2019 06:54

dejadeadnz:

I am just really confused by what you think is the difference between a brand new Apple Watch versus a refurbished one. The refurbished ones have brand new batteries, are externally perfect, and are otherwise completely indistinguishable for all practical purposes from new ones. I agree that a lot of manufacturers are breaking the law/taking the mickey with their attempts at foisting poor quality replacements on people but this isn't one of those cases. A Disputes Tribunal referee may agree with you or may not. But you'll need to pay a filing fee (which you won't get back) and potentially need to spend time at a District Court arguing over a relatively inconsequential matter relating to a watch that most likely has a market value of $500 to $600 bucks.

Normally I am as strong an advocate for standing on one's (perceived or actual) legal rights as anyone else but frankly I think you're giving yourself hassles for no real reason. It's your life and time, however.

I also agree with you to an extent (mainly cost of time and hassle) but I can also see where OP is coming from. By replacing his device with a refurbished one (plain box), he is receiving a good that is not like-for-like. Quite simply, he paid full retail for a device which he purchased direct from the manufacturer. It was faulty - which is their fault, not his. He should expect a brand new replacement so that he is getting a like-for-like replacement. The issue is they are taking his money and offering him a refurbished device.

I really can't wait until we get our own Apple store in NZ. These interactions are unheard of in the US (I'm obviously exaggerating a little)!