Apple says I made modifications to my watch

My Series 3 SS watch would no longer pair with my phone after a failed update. At the Genius Bar they recommended sending it in for repair. I was quickly emailed: "Our technicians inspected your product. They say that it would cost more to repair the product than to replace it with a new product. That's because of either the product's condition or unauthorized modifications that were made"


They want $599 plus tax to repair it. And, they won't tell me what the modification was that I supposedly made. I made no modification. There was no damage to the outside and the watch still runs, just won't pair.


Do I need to just throw away this watch? It's my second Apple Watch and I decided to splurge and get the sapphire crystal since my first one met its demise with a broken screen.


Thanks.

Apple Watch

Posted on Aug 7, 2019 1:43 PM

Reply
21 replies

Aug 7, 2019 2:38 PM in response to ronpage80

Since you did not modify your watch, the reason must be the watch's poor condition. Is there a crack in the case that is not visible to the eye? Is the crown hard to work? Did it somehow get water damage?


Any condition like this can get the technicians to declare your watch totaled, not just modification. The "Genius" didn't suspect modification. I would ask the Service Center to specify the reason for their diagnosis.

Aug 7, 2019 6:23 PM in response to ronpage80

How in the world was I rude to you? I informed you that everyone posting here is volunteering their time so try to be nice to them, they aren't paid for this. I then suggested you call back and ask to be transferred to Customer Service, the center that handles situations like this, and see if you can come to some sort of accommodation. Have you already spoken to them?


Or are you just wanting to rant?

Aug 7, 2019 2:54 PM in response to Shichimi

Thanks Shichimi. There is no visible damage, crown works fine, and I wouldn't suspect water damage. I've never exposed it to more than a shower. I've dropped it a few times, but nothing too serious and it always worked afterwards.


When I called support back asking why, he said "they never say why they suspect modification". "They" being the watch repair center... He resubmitted the repair request and within a half hour, the same answer came back.


So that makes two frustrations:

  • After a year and a half, a $600 watch is apparently worth nothing
  • They won't tell me why


Me and my family are in the Apple ecosystem with phones, watches, ipads, homepod, tv, macbook, imac, etc. It's hard to continue down that road with policies like this.

Aug 7, 2019 6:38 PM in response to ronpage80

Forgive me for jumping back in here, but I have one comment to make.


I thought that in my original reply I told you that other damage, not unauthorized modification, could be the reason Apple doesn't want to repair your watch. How long have you had it? Have you had it since new, or did you buy it used? Has it ever had a repair in the past, like a replacement battery?


Why do you remain fixated on unauthorized modification as the likely cause of your troubles in the face of all of the helpful contributions here?

Aug 7, 2019 6:38 PM in response to ronpage80

Well, now I'm guessing you did speak to Customer Service 6 times and you were pretty much an ******* just like you are here. So I withdraw my good luck to you. "Called your childhood into question"? "Dipped below all expectations of civility"? You have got to be kidding. Use the map app on your iPhone and look up anger management counseling.

Aug 7, 2019 6:46 PM in response to Shichimi

Yes, I am the original owner, I have had it for 1.5 years and it has had no replacements nor any damage that I know of. The reason I am fixated on unauthorized modification is because of the emails and discussions with Apple Support personnel seem to indicate that is the reason. Also, everything worked fine until it suddenly it failed during an update and then wouldn't re-pair.


I suppose it is possible that all of a sudden something happened that requires $600 of repair, I just can't guess what that could be.

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Apple says I made modifications to my watch

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