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Q: Back of Watch fell off

This morning when I took my Apple Watch (sports version) off the charger, the back stayed on the charger while the rest of the watch came off, connected to the back through a small ribbon cable. The back just fell off.

 

I use the watch pretty normally - wear it during the day, charge at night, wear it running for an hour 3 times a week. Don't wear it in the shower or anything like that.

 

I can place the back on the watch but it eventually just falls off again, and I'm sure the moisture seal is shot.

 

Looks like the back is just glued on and prone to falling off. Even my relatively ugly Pebble Watch used screws and a rubber gasket. Apple just squirted a bit of glue around the edge, pushed the back on, and called it a day.


 


<Edited by Host>

Posted on Oct 13, 2015 7:26 AM

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Q: Back of Watch fell off

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  • by mediashrink,

    mediashrink mediashrink Jun 9, 2016 10:16 AM in response to -Aaronious-
    Level 1 (8 points)
    Jun 9, 2016 10:16 AM in response to -Aaronious-

    My watch is currently being sent away for repair/replacement.  I also posted feedback to Apple on the link above.  The genius at Fashion Island said he'd never heard of this (the back coming off on the magnetic charger) happening before, but I was in the same store a few months ago with the same problem, so either he's new or they don't have much "inter-genius" communication.  It's frustrating to have to make an appointment (in my case, the soonest one was three days out) and then have to wait another 5-7 days to get the watch back. Although to be fair, one sales person took pity on me in spite of my crankiness and shoehorned me in so I could get the watch sent off. 

     

    Like all of you, I hope this is not just replaced, but the problem is addressed in the design process.  It is very "un-Apple" in terms of brand narrative (my day job).  It also opens the door for potential Android devices that offer similar features (but whose back stays put).  Short of keeping my watch in a box, I couldn't take better care of it.  It would be nice if we could hear what breaks down the seal so we could take preventative action (i.e. wiping the back with alcohol to remove body oil?  or NOT?)  I have had a different but potentially related issue with the Milanese band, which discolors after a few days of wear.  It comes off, mostly, with silver polish.  When I pointed it out to the Apple genius, he told me to not wear lotions or sunscreens.  Awkward choice in So. Cal esp. when walking outside---discolored watch or skin cancer.  Apple - you can do better at communicating and designing.  (And I'm an "Apple person" so I say this with love).

  • by Coffee13,

    Coffee13 Coffee13 Jun 9, 2016 10:28 AM in response to mediashrink
    Level 1 (8 points)
    Apple Watch
    Jun 9, 2016 10:28 AM in response to mediashrink

    Well stated!

  • by SteveGl,

    SteveGl SteveGl Jun 9, 2016 10:52 AM in response to Coffee13
    Level 1 (4 points)
    Apple Watch
    Jun 9, 2016 10:52 AM in response to Coffee13

    I was also asked to pay $329 but I refused.  I cannot imagine that anyone on this earth would find it reasonable to pay such a hefty amount to fix an obvious product flaw after owning the product for only one year. And if these are indeed very rare incidents, then why aren’t they replacing them or repairing them as a sign of goodwill?  I ended up bringing my watch to a watchmaker and he charged me $10 for reattaching the internal connector and re-sealing the watch with silicone adhesive.  Now why wouldn't Apple offer that to its customers?  I am an admitted Apple fanboy but this entire experience was such a turn off for me, I have decided to try out Android when I have to replace my iphone later this year. 

  • by mpmvirgo1,

    mpmvirgo1 mpmvirgo1 Jul 2, 2016 10:07 PM in response to nevsf
    Level 1 (4 points)
    Jul 2, 2016 10:07 PM in response to nevsf
    Yes, happen to both mine and my wife's watches unfortunately. I guess there is a penalty to be an early adopter.
  • by carolfromchandler,

    carolfromchandler carolfromchandler Jul 7, 2016 10:40 AM in response to nevsf
    Level 1 (4 points)
    Jul 7, 2016 10:40 AM in response to nevsf

    Well guess what - it happened to me again this morning.  The back came off when I removed it from the charger.  This is my third watch since purchasing in April 2015.  Seriously - if I call them today, I predict I'll hear for the FOURTH time that they are surprised and have never heard of such a thing, and that this must be extremely rare. They then ask what did I do wrong....?

     

    I get that they have to ask what happened for warranty verification purposes. But really? Even after I explain it, there's still this disbelief that I'm telling the truth. For the record like most of you, I don't do anything extraordinary but wear it.  I don't even exercise with it other than walking - I use a Polar watch and heart monitor for serious exercising.  I work in an office all day. It doesn't matter if it is summer (heat) or winter. None of these watches were dropped or submerged.  I use only Apple OEM chargers purchased from Apple.  Believe me - I've been grilled each time like a criminal.  But I am glad I bought the warranty.  It does help shorten the conversation a little but not the frustration. 

  • by carolfromchandler,

    carolfromchandler carolfromchandler Jul 7, 2016 10:43 AM in response to mpmvirgo1
    Level 1 (4 points)
    Jul 7, 2016 10:43 AM in response to mpmvirgo1

    Yes - I resigned myself to that same notion.  Being the early adopter comes with risk but with Apple I thought the risk would be low.

  • by SamuraiJack1369,

    SamuraiJack1369 SamuraiJack1369 Jul 19, 2016 1:33 AM in response to nevsf
    Level 1 (4 points)
    Jul 19, 2016 1:33 AM in response to nevsf

    I just had this happen, after the warranty ran out. Anyone have any luck with Apple? With this seeming to be an issue with the Apple watch I would hope they would replace without question.

     

    <Edited by Host>

  • by Csound1,

    Csound1 Csound1 Jul 18, 2016 7:15 PM in response to SamuraiJack1369
    Level 9 (50,252 points)
    Desktops
    Jul 18, 2016 7:15 PM in response to SamuraiJack1369

    Take your Watch to an Apple Store and ask them, nobody here can answer your query.

  • by dfswatch,

    dfswatch dfswatch Jul 24, 2016 12:35 PM in response to nevsf
    Level 1 (8 points)
    Jul 24, 2016 12:35 PM in response to nevsf

    First of all, I am a big fan of Apple and have invested a lot in Apple products.  I am now on my 4th replacement watch because of the same issue.  Previously, the Apple reps that I have talked to about my replacements say they have never heard of this problem.  I have Apple Care Plus and so far Apple has been great about replacing the watch.  Just like almost everyone else, the back comes off when I pull the watch off very gently off of the charger. This time when I called Apple they asked if I use any kind of lotion.  I advised that I do use lotions/sprays with SPF (sunscreen) because I have had Melanoma (skin cancer) in the past (I'm okay now but very lucky). I use my watch to work out appx 5-6 days a week.  I thought this was ok and even encouraged since their exercise ap has outdoor exercises and I thought it was wise to use a sunscreen since my dermatologist advised I should use this on a daily basis.  The rep said he would consult the engineering dept. and after a week the rep called back and I was told that I should not use the lotions/sunscreens/etc., especially behind my watch since this might be contributing to the problem.  I was somewhat surprised to hear this response, especially since I advised the rep that I had Melanoma in the past.  I was also advised that if I continue to do this, that they might not replace the watch in the future.  I love everything else about my Apple watch except this part of the design so I will now use rubbing alcohol on my wrist so I hopefully don't have this problem in the future. But is this really a good answer to what I think is really a design flaw?

     

    I'm not an engineer but I personally believe that they should probably find a glue that will not be affected by the use of lotions/sunscreens/etc.  I also think part of the problem is the charger.  Again, each time the battery compartment came off was when I was pulling it (very gently) off the charger.

     

    I can't tell you enough how nice the rep was from Apple that I was dealing with.  I also think as a general rule that their customer service is beyond reproach.  I just thought this response was somewhat surprising.

  • by Jonathan UK,

    Jonathan UK Jonathan UK Jul 24, 2016 1:12 PM in response to dfswatch
    Level 7 (31,061 points)
    Apple Watch
    Jul 24, 2016 1:12 PM in response to dfswatch

    dfswatch wrote:

     

    I am now on my 4th replacement watch because of the same issue.  ..  I was told that I should not use the lotions/sunscreens/etc., especially behind my watch since this might be contributing to the problem.  I was somewhat surprised to hear this response. ..  I just thought this response was somewhat surprising.

     

    Hi

     

    This is explained in Apple's published guidelines. Failure to comply with these can render the watch ineligible for service under warranty and under AppleCare+.

     

    • "Keep Apple Watch clean and dry. .. Clean Apple Watch if it comes in contact with .. lotions, sunscreen .."

     

    • "Keeping your Apple Watch and bands—as well as your skin—clean and dry will maximize comfort and prevent long-term damage to the watch. This is especially important after workouts or exposure to liquids such as .. sunscreen, and lotions"

     

    • One Year Limited Warranty: "This Warranty does not apply: .. to damage caused by operating the Apple Product outside Apple’s published guidelines"

     

    • AppleCare+: "The Plan does not apply to damage caused by .. operating the Covered Equipment outside the permitted or intended uses described by the manufacturer"
  • by dfswatch,

    dfswatch dfswatch Jul 24, 2016 3:56 PM in response to Jonathan UK
    Level 1 (8 points)
    Jul 24, 2016 3:56 PM in response to Jonathan UK

    Jonathan,

    Thanks for the response.  I just thought you'd want to know that I cleaned my watch all of the time after my workouts - as it says to do in the "Apple Watch User Guide".  You didn't mention in your recap when you cut and pasted my response but I stated that I use sunscreen because I had Melanoma (skin cancer) in the past and using sunscreen was/is an important part of my health care.  My concern for my health is also why I use the Apple Watch exercise aps during my workouts and my health in general.  You cut and pasted a portion of the "Apple Watch User Guide", here is a bigger portion of that statement:

     

    "Exposure to liquid  Apple Watch is water resistant but not waterproof. You may, for example, wear and use Apple Watch during exercise (exposure to sweat is OK), in the rain, and while washing your hands. If water splashes on to the watch, wipe it off with a nonabrasive, lint-free cloth. Try to minimize exposing Apple Watch to these substances and follow the instructions below in the “Cleaning and care” section if Apple Watch comes into contact with them:

    • Soap, detergent, acids or acidic foods, and any liquids other than fresh water, such as salt water, soapy water, pool water, perfume, insect repellent, lotions, sunscreen, oil, adhesive remover, hair dye, or solvents"

     

    I do try to minimize exposing my Apple Watch to the sunscreen I use and also clean my wrist with rubbing alcohol before I put on my watch but I still think this is a design flaw and would hope that Apple would address this flaw especially after they flaunt the fact that it can be used for outdoor exercise.  You really should be able to use sunscreen when wearing a watch partially designed for an active lifestyle.

     

    Again, I do appreciate your response and I know that you are only quoting portions of the User Guide and maybe this will help other people.  I also believe I've been very reasonable and careful in the handling of my Apple Watch.  I do many of the things that Apple uses as advertisement for the Apple Watch, i.e. outdoor activity.  While doing that outdoor activity, any doctor will tell you to use sunscreen.  Even though I think I have always babied my watch, I will certainly baby it more because I like everything else about the watch and will continue to support Apple.

    Respectfully,

    dfswatch

  • by MissKris1011,

    MissKris1011 MissKris1011 Jul 24, 2016 4:52 PM in response to nevsf
    Level 1 (8 points)
    Jul 24, 2016 4:52 PM in response to nevsf

    dfswatch,

     

    I also have had the same problem the same number of times and i agree with you.  I believe there is a design flaw. My watch back just fell off again yesterday.  I am going to go to the apple store tomorrow.  Can i ask which watch you have?  I have the stainless 38mm.

  • by dfswatch,

    dfswatch dfswatch Jul 24, 2016 5:13 PM in response to MissKris1011
    Level 1 (8 points)
    Jul 24, 2016 5:13 PM in response to MissKris1011

    I also have the 38mm stainless.  Good luck tomorrow!

  • by watermargin,

    watermargin watermargin Aug 1, 2016 8:30 AM in response to nevsf
    Level 1 (4 points)
    Apple Watch
    Aug 1, 2016 8:30 AM in response to nevsf

    This has just happened to my Apple 38mm Sport watch. I'm in the UK and it looks like mine is going to be replaced/repaired under Consumer Law(I'm out of warranty). I'll pay more attention to the apple advice for caring and cleaning the apple watch in future. I don't think this lets Apple off the hook but they do seem to to want to warn people that the watch is in danger if their instructions aren't followed.

  • by conmurray,

    conmurray conmurray Aug 1, 2016 7:12 PM in response to nevsf
    Level 1 (4 points)
    Apple Watch
    Aug 1, 2016 7:12 PM in response to nevsf

    Early adopter and loyal user- what's the fix from Apple If you don't have apple care?

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