My Apple Watch Solo Loop band broke

Mine started tearing from normal use after 5-months and I was told the warranty does not cover it. It was escalated and they still said Apple is not covering the Solo Loop under warranty if it tears and that my only recourse is to go into a store to have someone look at it. It is ridiculous that they aren't covering it and that if I want to have someone review the decision I have to go into a store during a pandemic. Apple made it sound like this was such a durable band. If I had know it was prove to failure and would not be covered under warranty I would have chosen a different band when I bought my watch. Basically what this policy is saying is that the expected life of a Solo Loop band is counted in months and not years.

I am so very disappointed in Apple right now.

Just been into Apple Store Braehead where I was advised that the tear was damage, and that solo bands are subject to rigorous testing and will not fail in this manner - therefore in the manager’s view it must be damage. The manager was not prepared to return the band to Apple for assessment since it is his decision. The band is 8 months old, bought with a Series 6 Watch. There seems to be little recognition of consumer rights, particularly the refusal to refer the matter to Apple for evaluation.

Extremely disappointing - I will not let the matter rest there and will pursue the issue using all the avenues open to me.

My solo loop broke after 6 months of use. I got lucky and noticed it was tearing when I put it on one morning. This could have broken when I was active- I kite surf, ski, mountain bike and am very involved with sports. Just got lucky the watch did not fall off during outdoor activity. The Apple solo loop silicone is not compatible with an active lifestyle, you risk losing your watch when (not if) the silicone fails. For $50, this level of performance is unacceptable.

I have the same problem .

My loop got a hole where the band connect to the watch and the answer from the senior advisor was that it’s not covered by Apple one year warranty as it is damage from wearing ?

When I did asked what exactly is covering this one year warranty on this specific band, the answer was :discoloration?

The “repair” I got offered from the senior advisor was brand new band for the price of 49 pounds ?

This warranty for this specific band it is a joke .

It doesn’t exist

For such an expensive band the quality should be better and has to hold for an year.

What a shame .

Apple is also denying my claim for a band that broke after 4 months, saying it doesn't look like a manufacturing defect. A strong caution to anyone considering the solo loop – this product absolutely doesn't last and they will not stand behind it!!!

I'm posting for a second time because they removed my initial post, and said I should instead contact a support team.

Don't buy the solo loop – it doesn't last!!!!

I had a broken solo loop that was 3 months old. Took it in store and was replaced, no problems. Used the online chat beforehand and was told it would be covered. Only need to show receipt or proof of purchase.

I contacted support online via a call-back (Went to getsupport.apple.com, logged in, selected my watch, selected "Band and Accessories", Selected Talk with Apple Now). They called meback, I explained the situation. They sent me a link to upload photos. They looked at the splitting band, approved replacement, and made me pay ~$50 for a "hold". They told me once the band arrived, ship back the broekn one inthe provided packaging and as long as it was returned in 10 days that I would not be charged the $50. Satisfied customer.

Exact same issue & initial customer service experience - but with different outcome to date. Had to upload photo of the split band (4 months old solo loop) and after a lot of questions was told it is not covered under warranty (but he agreed this is not "normal wear and tear" or accidental damage. Mine split straight across the middle, having started with a tiny hairline crack on one edge - he said if it had split at the lug, "Apple is aware of the problem and it would be covered". It's clearly a manufacturing issue with this type of stretchy silicone one piece band. Problem is that if it starts to split, it's only a matter of time before it suddenly splits apart as you stretch it when putting on/taking off. Luckily I caught my watch before it fell..... Now I am waiting to hear how the "appeals court" responds. This is a $79 band made by a $2.2 Trillion company. The 45 minute customer service call cost already Apple more!

Exactly same thing happened to me. Spent 20 minutes with support. Will not replace.

I do not care about the cash but that Apple is selling a defect product and is not accepting it. Will not spend more time on it but will not buy an Apple product for some time.

I noticed a small tear on my solo loop 4 months after buying it (with my SE). I spent an entire afternoon on the telephone with Apple, being bumped from one associate to another--each supposedly with more authority--only to be told that this kind of failure wasn't covered. Now, a month later, the loop failed completely when I was removing it last night. I'm not pleased. This is obviously a problem with these things, and Apple should be providing better service than they are.

Update on my broken loop situation. I started down the rabbit hole of irritatingly cheerful associates the day after my loop broke, but made it clear right away that was was NOT pleased, and didn’t want to go through an endless series of explanations with different people. I included the background story, and photos showing the first tear, which was denied compensation, and the broken loop. I was quite quickly connected to an actual person, who listened, commented, reviewed all the documentation of my previous communications, and finally, after being put on hold for a little while, agreed to “make an exception” in my case. My new loop should arrive today.

So my advice is to not take no for an answer. It’s a shame though. They charge a premium for their products and they should stand behind them, no questions asked. And in this case I do believe it’s a design problem.

We’ll see how long the new loop lasts.

I did spoke with 3 different people and today with senior advisor which basically told me that the warranty is not covering this.

She is sending me “in store “ as last “step”, but to be honest i don’t have nerves to be in a queue and explaining over and over again and spend time only to hear the same -that they don’t cover it

You’re right. Going to the store is a complete waste of time. I did that. They have no decision making authority, will just tell you the same thing after waiting in line: “buy a new one, full price.” And they won’t even have it in stock for you there. You would have to order, pay, and come BACK to the store to wait in line again and pick it up. So much for Apple service and reliability. Definitely needs to improve.

Good for you!! I did the same thing and was led to believe I’d get a no-charge replacement, was told to go to the nearest store to pick it up…got a completely different story there: not covered under warranty. So complete inconsistency re policy, mainly “no deal, not covered, buy a new one,” which will likely split and break just like the original until they improve the product, test it, and get a new manufacturer.

Again, in the Apple policy inconsistency category, I was told that a break at the connection point to the watch was the ONE thing that WAS covered under warranty! Yes, the product is very poor quality sold at a high price under the Apple label, and Apple’s lack of ownership of this huge flaw unacceptable. What would Steve Jobs say?