Back of Watch fell off

I just had this happen, after the warranty ran out. Anyone have any luck with Apple? With this seeming to be an issue with the Apple watch I would hope they would replace without question.

<Edited by Host>

Take your Watch to an Apple Store and ask them, nobody here can answer your query.

First of all, I am a big fan of Apple and have invested a lot in Apple products. I am now on my 4th replacement watch because of the same issue. Previously, the Apple reps that I have talked to about my replacements say they have never heard of this problem. I have Apple Care Plus and so far Apple has been great about replacing the watch. Just like almost everyone else, the back comes off when I pull the watch off very gently off of the charger. This time when I called Apple they asked if I use any kind of lotion. I advised that I do use lotions/sprays with SPF (sunscreen) because I have had Melanoma (skin cancer) in the past (I'm okay now but very lucky). I use my watch to work out appx 5-6 days a week. I thought this was ok and even encouraged since their exercise ap has outdoor exercises and I thought it was wise to use a sunscreen since my dermatologist advised I should use this on a daily basis. The rep said he would consult the engineering dept. and after a week the rep called back and I was told that I should not use the lotions/sunscreens/etc., especially behind my watch since this might be contributing to the problem. I was somewhat surprised to hear this response, especially since I advised the rep that I had Melanoma in the past. I was also advised that if I continue to do this, that they might not replace the watch in the future. I love everything else about my Apple watch except this part of the design so I will now use rubbing alcohol on my wrist so I hopefully don't have this problem in the future. But is this really a good answer to what I think is really a design flaw?

I'm not an engineer but I personally believe that they should probably find a glue that will not be affected by the use of lotions/sunscreens/etc. I also think part of the problem is the charger. Again, each time the battery compartment came off was when I was pulling it (very gently) off the charger.

I can't tell you enough how nice the rep was from Apple that I was dealing with. I also think as a general rule that their customer service is beyond reproach. I just thought this response was somewhat surprising.

dfswatch wrote:

I am now on my 4th replacement watch because of the same issue. .. I was told that I should not use the lotions/sunscreens/etc., especially behind my watch since this might be contributing to the problem. I was somewhat surprised to hear this response. .. I just thought this response was somewhat surprising.

Hi

This is explained in Apple's published guidelines. Failure to comply with these can render the watch ineligible for service under warranty and under AppleCare+.

"Keep Apple Watch clean and dry. .. Clean Apple Watch if it comes in contact with .. lotions, sunscreen .."

• Apple Watch User Guide > Important handling information > Cleaning and care
• https://help.apple.com/watch/#/apd707b42a5e

"Keeping your Apple Watch and bands—as well as your skin—clean and dry will maximize comfort and prevent long-term damage to the watch. This is especially important after workouts or exposure to liquids such as .. sunscreen, and lotions"

• Cleaning and wearing Apple Watch - Apple Support

One Year Limited Warranty: "This Warranty does not apply: .. to damage caused by operating the Apple Product outside Apple’s published guidelines"

AppleCare+: "The Plan does not apply to damage caused by .. operating the Covered Equipment outside the permitted or intended uses described by the manufacturer"

Jonathan,

Thanks for the response. I just thought you'd want to know that I cleaned my watch all of the time after my workouts - as it says to do in the "Apple Watch User Guide". You didn't mention in your recap when you cut and pasted my response but I stated that I use sunscreen because I had Melanoma (skin cancer) in the past and using sunscreen was/is an important part of my health care. My concern for my health is also why I use the Apple Watch exercise aps during my workouts and my health in general. You cut and pasted a portion of the "Apple Watch User Guide", here is a bigger portion of that statement:

"Exposure to liquid Apple Watch is water resistant but not waterproof. You may, for example, wear and use Apple Watch during exercise (exposure to sweat is OK), in the rain, and while washing your hands. If water splashes on to the watch, wipe it off with a nonabrasive, lint-free cloth. Try to minimize exposing Apple Watch to these substances and follow the instructions below in the “Cleaning and care” section if Apple Watch comes into contact with them:

Soap, detergent, acids or acidic foods, and any liquids other than fresh water, such as salt water, soapy water, pool water, perfume, insect repellent, lotions, sunscreen, oil, adhesive remover, hair dye, or solvents"

I do try to minimize exposing my Apple Watch to the sunscreen I use and also clean my wrist with rubbing alcohol before I put on my watch but I still think this is a design flaw and would hope that Apple would address this flaw especially after they flaunt the fact that it can be used for outdoor exercise. You really should be able to use sunscreen when wearing a watch partially designed for an active lifestyle.

Again, I do appreciate your response and I know that you are only quoting portions of the User Guide and maybe this will help other people. I also believe I've been very reasonable and careful in the handling of my Apple Watch. I do many of the things that Apple uses as advertisement for the Apple Watch, i.e. outdoor activity. While doing that outdoor activity, any doctor will tell you to use sunscreen. Even though I think I have always babied my watch, I will certainly baby it more because I like everything else about the watch and will continue to support Apple.

Respectfully,

dfswatch

dfswatch,

I also have had the same problem the same number of times and i agree with you. I believe there is a design flaw. My watch back just fell off again yesterday. I am going to go to the apple store tomorrow. Can i ask which watch you have? I have the stainless 38mm.

I also have the 38mm stainless. Good luck tomorrow!

This has just happened to my Apple 38mm Sport watch. I'm in the UK and it looks like mine is going to be replaced/repaired under Consumer Law(I'm out of warranty). I'll pay more attention to the apple advice for caring and cleaning the apple watch in future. I don't think this lets Apple off the hook but they do seem to to want to warn people that the watch is in danger if their instructions aren't followed.

Early adopter and loyal user- what's the fix from Apple If you don't have apple care?

If you have an issue with your watch, consult Apple:

• Contact - Official Apple Support
• https://twitter.com/applesupport
• http://www.apple.com/retail/geniusbar/

I'm afraid that no-one here can tell you what Apple will decide. This is a user-based technical support community - you are not talking to Apple here. It is also not allowed here to speculate about Apple decisions or to discuss Apple policies:

Apple Support Communities Use Agreement

TThank you

One more, I bought 2 Apple Watches on April 10 2015, this morning (August 2 2016) the back of one of the watches detached and stayed on the charger, same story no more details needed. My wife stopped by (no appointment) an Apple Store in NJ, and they took care of it (even beyond the 1 year warranty), the new watch is coming in the mail in 3 days. Although I truly appreciate the great customer service, I am surprised that this is, as per the feedback at the store, a known issue. I just wonder when is the other watch going to detach too 😟

Same problem with my watch. I've had it since February and don't even wear it that often. Maybe that heat from the charging fried it faster. I also don't run or shower with it, so my "sweat" factor is low. Mine is the cheaper "sport" version but I hate to have to make a special trip to the Apple store to deal with this!

The back came off my watch (38mm black sport that I bought 5/4/2015) last Tuesday. I set up a Genius Bar appointment for Wednesday. At the appointment they told me that it is a known quality issue and that it would be repaired or replaced at no charge even though it was 3 months out of warranty. On Saturday they called me and said that the watch would be replaced and to pick it up at the store. I asked if the new watch was "new" and they said that it had never been used but comes from a pool with either damaged packaging or ones repaired during manufacturing.

Interesting .... I have the same problem (avid bicyclist, so warmth of day, plus sweat, plus road vibrations?). G-bar and telephone support act like they've never heard of the problem but nonetheless keep replacing/repairing for free. Seems maybe they actually know this is a defect and are feigning ignorance?