Apple Watch Taptic Engine (Haptic) Rattle

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Level 1

35 points

Apple Watch Taptic Engine (Haptic) Rattle

I will be sending the below email to Apple after I call support but just wanted to see if anyone else experienced something similar where a repair was declined and what the best course of action was for escalation and resolution. Also, wondering if anyone else noticed a similar issue with their watch:

"Please see the attached video and notice the audible rattling caused by the haptic when at a particular angle. I brought my watch to the Apple Store and explained how I could notice a rattling or loose sound when the alarm or timer sounds using the Taptic engine. The vibration is mostly silent unless the watch is at a particular angle (approx 45 degrees, which happens to be where it usually is when I raise my wrist to dismiss the alarm). It occurs with the band on or off and does not stop if I hold the crown and side button in position (the buttons are not the source of the noise). The employee in front noticed the issue and brought it in back to have the specialists look. They also agreed that there was a noticeable issue and told me they had to send it in for repairs. Yesterday I received a call saying my watch was ready for pickup but when I arrived at the store they said that the repair was declined by Apple and that they found nothing wrong with the watch. The issue still exists and is relatively easy to reproduce. I notice it every morning when I make my coffee. I am very disappointed (especially as a trusting early adopter) and expect more from Apple. Again, please see the attached video for confirmation. Please let me know what I need to do to have repairs made or have the unit replaced."

Link to Video: https://drive.google.com/file/d/0B9EETBYma33RdUhWMjlTNTNxUnNtcnRidURDTkFTQWdncUt n/view?usp=sharing

Apple Watch, watchOS 1.0.1

Posted on Jul 2, 2015 7:05 AM

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Answer 1

rabidroy Author

Level 1

35 points

Jul 3, 2015 10:10 AM in response to rabidroy

Well, I just filed a mail-in service request and described the issue and steps to reproduce better than the store employees. Let's see what happens. Surprised no one else experienced this. I got mine on launch day and ordered within 3 mins of preorder so probably just a first batch thang.

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Answer 2

Jul 7, 2015 7:20 PM in response to rabidroy

i just started noticing this. I am no where near an apple store so I will be interested in hearing what happens with yours. I am frustrated that without an apple store I have to send the thing back to them just to have it looked at, but I will be interested to hear if they say it needs fixing.

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Answer 3

rabidroy Author

Level 1

35 points

Jul 8, 2015 6:03 AM in response to ericfromlittleton

Good news everyone! First email from Apple said they are sending a replacement, next email detailed the old and new serial numbers and gave tracking info. I would recommend filing the service claim online (don't bother with a store visit); you will be able to describe the issue in detail and tell them how to reproduce it in your own words. The store employees over simplified the description and led to the product being returned without repairs the first time. Also, prepaid overnight shipping both ways.

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Answer 4

rlopezuk

Level 1

0 points

Jul 14, 2015 9:46 AM in response to rabidroy

I Have been experiencing this too, it is very similar to the video but happens in all orientations apart from when tthe top edge is facing the ground. I had a white AWS previously and it did not do this, now have a Space Grey one that does. Online support was awful so I requested a mail in repair; I'm far from the Apple Store. Sent it back today via UPS so hoping they fix it!

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Answer 5

Jul 14, 2015 10:17 AM in response to rabidroy

Well I called AppleCare and since I have AppleCare+ they sent me a replacement overnight. It's here and the issue is resolved. Just sent back the original with the rattle. Benefits of AppleCare+ are great. If you have the issue and have AppleCare+ make sure the rep knows that AppleWatch does qualify for Express replacement (the first rep didn't know and wanted me to send mine back to them first). But with this benefit you don't have to wait for them to send a box, wait to send it in for them to look at, and wait for the return of the fixed unit or a replacement.

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Answer 6

MDVIP

Level 1

0 points

Oct 2, 2015 1:26 AM in response to rabidroy

I have had this same issue, identical! Sent it in at the end of July and they sent it back saying nothing was wrong with it. I took it the apple store yesterday and 3 employees heard the same noise and its even louder now. I have never dropped or hit it up against anything to cause this noise, started about 1-2 weeks after having it. Maybe this time I will have better luck, if not I will just keep sending it back with their 1 day shipping that cost no telling how much

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Answer 7

scttzz

Level 1

0 points

Nov 16, 2015 10:01 PM in response to rabidroy

OK I hate to bust everyone's bubble, but I have had two replacements now each eventually getting the "haptic rattle" note after the 2.0 update some time after rattle started up. I was finally able to get an answer. 1. It's a software issue that Apple is working on now. 2. The fix:

1. unpair your Apple Watch (it will reset)

2. Pair your Apple Watch back to your iPhone

3. Now (IMPORTANT!) set Apple Watch up "as new" if not you will install the glitch back to watch.

4. Once finished test haptic it should work.

I Found this out from an apple store employee who amongst several customers who have had the same problem, she did the instructions above and it worked. So I followed them and walla! Fixed.

I Hope this helps.

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Answer 8

Nov 22, 2015 11:43 AM in response to scttzz

i just bought my Apple Watch a week ago and yesterday started hearing a buzz from the haptic engine. Mad at the fact that I purchased something with mixed reviews, I started researching and found this review. Thank for your help!!!! I did what you recommended and the buzz is gone. Crazy what a stupid software glitch can do.

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Answer 9

Elior90

Level 1

4 points

Nov 30, 2015 9:06 PM in response to rabidroy

I Had the same issue as you. Purchased my watch mid November. A week after having it the rattle was in all angles and vibrations. Unless i decrease the intensity of the tactic touch to the lowest setting. I believe this is an issue with the glue they are using. After doing research i read the taptic engine is glued to the batterry. I believe this is going to be a recall in the future as it will be more common. This is apples first new device in a while. I took my watch to best buy they herd the noice and immediately gave me a brand new one.

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Answer 10

scttzz

Level 1

0 points

Dec 3, 2015 7:33 AM in response to Elior90

Just curious I don't know if you saw my post but one person Who responded to my post has already succeeded in this by following the steps and a lot of people in our local Apple Store now have succeeded with that advice it definitely is a software glitch Apple isn't saying anything about it though I found this through an experience of one of the employees who solved the problem ( she didn't even realize that other people were having that problem it's just something she tried doing it worked) just by simply resetting watch up as a new.

And as a update for everyone I still have not had that problem come back since I did those steps. the other day I banged it pretty hard it survived and haptic is working just fine.

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Answer 11

Tjh38

Level 1

0 points

Dec 9, 2015 6:53 AM in response to scttzz

This worked great. Watch is working fine now. Thanks for saving me the hassle of driving an hour and a half to the Apple Store thinking I needed a replacement watch.

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Answer 12

scttzz

Level 1

0 points

Dec 14, 2015 7:24 AM in response to Tjh38

I'm glad to share! Here is an update, we received another update and after doing the update once again haptic feedback failed. So I reset as new again and fixed it. I hope apple is following this and working on a fix for this because it's going to get irritating and dreadful every time an update occurs that we have to go through another long process of resetting as new 😟

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Answer 13

johnsoeu

Level 1

0 points

Dec 19, 2015 8:54 AM in response to scttzz

Solves problem 🙂

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Answer 14

Jan 1, 2016 9:01 AM in response to johnsoeu

Well I called AppleCare and since I have AppleCare+ they sent me a replacement overnight. It's here and the issue is resolved. Just sent back the original with the rattle. Benefits of AppleCare+ are great. If you have the issue and have AppleCare+ make sure the rep knows that AppleWatch does qualify for Express replacement (the first rep didn't know and wanted me to send mine back to them first). But with this benefit you don't have to wait for them to send a box, wait to send it in for them to look at, and wait for the return of the fixed unit or a replacement.

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