Need new apple watch replaced and the apple store was no help

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Need new apple watch replaced and the apple store was no help

Bought 2 watches 2nd Gen SE for my children from the ATT store, the watches were shipped to us and we tried to set them up this weekend. Between the 2 watches, we spent 3-4 hours with ATT phone support and Apple phone support to pair them, activate them and so on. One watch finally started working. The 2nd watch did not, ATT said the eSIM is not sticking. We took it to the apple store at Keystone in Indianapolis. The only option offered was to send it off for 'repair', not sure why a brand new watch needs to be repaired vs replaced on the spot given its a faulty piece. The tech at the store, nor the manager were very keen to help. Very disappointed! Request any assistance.

Posted on Feb 18, 2024 3:27 PM

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Answer 1

Top-ranking reply

KaeBFly

Level 6

8,659 points

Feb 18, 2024 5:56 PM in response to WarrenDonovan

Because you purchased from AT&T you would need to return it to them for exchange/replacement. Going to Apple will only garner you warranty repair. They will not replace it with a new watch when it was purchased via 3rd party (cellular provider or authorized retailers).

Per Apple’s Return Policy:

Apple products purchased through other retailers must be returned to those retailers in accordance with their returns and refunds policies.

Apple - Legal - Sales Policies - U.S. Retail Sales

Curious why AT&T didn’t exchange it once they realized they couldn’t get things working especially since I assume you are still within their return/exchange policy period.

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Answer 2

Feb 18, 2024 4:25 PM in response to WarrenDonovan

I believe that since you bought it from AT&T, they'd be the ones that you'd have to return it to in order to get a replacement device. You can't buy from one place and return it to another company - even if the company is the manufacturer. I can't imagine it being any other way. It would be like buying Lego from Target, finding something wrong, then going to a Lego store and trying to get an exchange.

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Need new apple watch replaced and the apple store was no help

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