Exchanging Apple watch band

There is some uncertainty about whether Apple does have an exchange programme and how to access it. There have been stories on the Apple news sites, but nothing official from Apple. Peope have been told different things by different Apple staff.

Your best route is to call Apple support and explain why you want to exchange - let us know the outcome, for the benefit of others

I recently received my 38mm stainless steel Apple Watch with a small Modern Buckle and realized that the band was too small for my wrist. I decided to contact Apple to make a simple exchange for the same style band in a larger size, which I assumed would be a simple procedure. I was wrong.... I spoke to 4 different representatives, all of whom gave me contradicting responses regarding the swap:

1) The first representative told me that they only make different sized bands for the 42mm watch, not the 38mm. After explaining to him that this is not true, he responded with, "Oh wow, I had no idea the bands came in different sizes. You learn something new everyday." He then transferred me to the second representative.

2) The second representative told me that I could not exchange the Modern Buckle for a different size but would only be able to exchange it for a select few styles, none of which were the one I wanted. After reiterating that I just wanted the same watch band but in a different size, he said that I could just give my Modern Buckle to a friend with a small wrist and he could help me purchase another one for an additional $250 or I would have to return the entire watch for a refund and then purchase another one with the larger band.

3) I then called a local Apple retail store and spoke to someone who told me that I could just bring the Modern Buckle in for a full refund and then I could order a larger one. After driving 45 minutes to the retail store (I live in the middle of nowhere) I was told that I could not return the Modern Buckle for a refund, and should instead call Apple customer service (again).

4) Finally, the manager at the retail store called Apple customer service to find out how I would be able to exchange the Modern Buckle for a different size. They told him that I would only be able to exchange the band for a different style but that I would not be able to exchange it for the exact same style in a larger size. The manager at the retail store said that I would have been able to exchange the Modern Buckle in the store for a different size once they have them in stock. However, that would have been past the 14 days that Apple allows for returns/exchanges. Luckily the manager at the retail store recognized the absurdity of this process and was able to attach a note to my watch serial number that said I could exchange the buckle for a different size when they become available in the store, even if it's past the 14 day period.

I was shocked at how difficult and time-consuming this entire process was, especially because it happened with Apple. I have been a loyal customer for years and was one of the idiots who stayed up until 3:00am to buy the watch at launch. This is the first time I've been disappointed with their customer service.