Back of Watch fell off

Well, the good news is that Apple replaced the watch even though were 2 months out of warranty.

Happen to me last week too. Apple watch SS edition 42MM and its already 18months old hence no more warranty. I called Apple Service Desk first to report then advised me to just bring it to Service Centre then they will do some diagnostic first and advised if i need to pay for replacement. Got my REPLACEMENT WATCH today and did not pay a single cents. Apple is the best when it comes to customer service. Really disappointed with this issue though. Hope it will not happen again to my replacement watch.

You are not the first and will certainly not be the last, this happened to me also, I went to pull the watch from the charger and the back stayed on the magnet revealing the inside of the watch and the strip that connects it, this will happen to everyone over time because the heat from the battery charging eventually breaks down the glue which holds the back onto the watch, I own the stainless steel version, so there is no particular version not effected, there is a video on YouTube about this problem, all apple will do is glue the back onto the watch again so in a couple of months this will happen again, this is a manufacturing defect, I mean who glues the back onto a watch anyway?

Csound1 wrote:

I had a Tissot Herrenuhr and the back fell off, such is life. How the back was held on is not important, that it fell off was (FYI, it was a pressure fit, metal on metal) reminding me that in the big picture when the back falls off you get it fixed or replaced and move on.

let me clarify something , if you pull the apple watch off the magnetic charger and the back comes off, there is a cable attached to the back that may be snapped depending on how fast you pull the watch off the charger, the watch can't detect your arm and apple pay will not work all health apps cease to work and the entire back has to be replaced.

I had the same problem in July. Took watch to Apple Store and they replaced it. (without charging my applecare.) Sadly, it just happened again.

I did not drop the watch or bang it or knock it against anything. Back to Genius Bar tomorrow. Frustrating.

legaleagle10 wrote:

Same thing happened to me this morning..... I have had since last June, wonder if Apple will repair

You can find out by asking Apple:

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

Same happened to me here. I’m from Brazil but bought at UK on pre-order on June 2015. I’ve always been careful on using watch, non sports guy. It fell off from metal charger (bought separately at Apple Store), and waiting for Genius Bar at Morumbi Shopping in Sao Paulo. I’ve called Apple and 1st Level Operator “did not have heat anything like that about it”. Senior level specialist said that there is no such repairing program extension mentioned in 3rd party websites. I cannot believe they are avoiding to get public this problem! 9to5mac eve has a copy of an internal document guidance for repair! They are not (at least in Brazil) aware of what international community is facing about this problem.

I’ll update if they will charge anything to fix this obvious project defect.

Hi Zack,

This issue in mainly with Apple Watch series 1

Apple fix it for free, but issue starts again a couple of months later...

Be sure to take a photo of your watch case before you send it in. I sent my watch in because the back became detached. It was in excellent condition. Their response was that my watch had been tampered with. They sent me a photo of a scuffed watch back and said it showed evidence of abuse. That just blew me away! They have had my watch for a month now. I do have a replacement they sent me and I haven't heard anything more from them. They haven't asked for a repair fee yet. When I inquired they said the matter hadn't been settled yet. So as for now I'm in limbo but I do have a replacement. Just thought you should take the photo. Good luck!

Update on my watch: Picked up a shiny-new replacement watch yesterday. There was never any hint during the entire process that I would be charged money for the repair / replacement. That's because it's under warranty though, so I'm still concerned about what happens when this happens again after the warranty expires.

My only complaints about the entire thing are that I had to wait a total of about an hour and a half at the genius bar between the hour-long wait to see the genius when I first brought it in and the half hour that I had to wait yesterday just to pick up the replacement. And of course that I expect the back on this replacement watch to fall off at some point too.

Other than that, Apple made it right as they always do. And that's why I'm still a loyal customer even though they're not perfect. Happy to have my watch back and I would bet that I'm probably going to upgrade to the Apple Watch 2 whenever that's available.

I spoke to an AppleCare rep in regards to if she heard this being a common theme with the AppleWatch and I was suprised to hear that she hasn't. This concerned me to the fact that although it is good to have discussions and forums in regards to the issues that we have with our products the information may not be getting back to the manufacturer. She recommended for me to go to the product feedback website to make sure that I can voice my concerns and that they are heard. The idea is that the more reports of the same issue to the site should result in an investigation into the defect.

I urge to everyone on this thread that if you have not done so to go to http://www.apple.com/feedback/ and report the issue.

My watch is currently being sent away for repair/replacement. I also posted feedback to Apple on the link above. The genius at Fashion Island said he'd never heard of this (the back coming off on the magnetic charger) happening before, but I was in the same store a few months ago with the same problem, so either he's new or they don't have much "inter-genius" communication. It's frustrating to have to make an appointment (in my case, the soonest one was three days out) and then have to wait another 5-7 days to get the watch back. Although to be fair, one sales person took pity on me in spite of my crankiness and shoehorned me in so I could get the watch sent off.

Like all of you, I hope this is not just replaced, but the problem is addressed in the design process. It is very "un-Apple" in terms of brand narrative (my day job). It also opens the door for potential Android devices that offer similar features (but whose back stays put). Short of keeping my watch in a box, I couldn't take better care of it. It would be nice if we could hear what breaks down the seal so we could take preventative action (i.e. wiping the back with alcohol to remove body oil? or NOT?) I have had a different but potentially related issue with the Milanese band, which discolors after a few days of wear. It comes off, mostly, with silver polish. When I pointed it out to the Apple genius, he told me to not wear lotions or sunscreens. Awkward choice in So. Cal esp. when walking outside---discolored watch or skin cancer. Apple - you can do better at communicating and designing. (And I'm an "Apple person" so I say this with love).

AR_SF wrote:

.. No contact with water other than kinda sweating on the elliptical during my workouts. ..

Hi

Keep in mind that Apple Watch should be cleaned and dried after workouts:

"Keep Apple Watch clean and dry. Clean and dry Apple Watch, the band, and your skin after workouts or heavy sweating."

From: Apple Watch User Guide > Important handling information > Cleaning and care

Cleaning instructions follow in the same section of the User Guide and are also provided in the linked article below.

More information:

• User Guide: https://help.apple.com/watch/#/apd707b42a5e
• Cleaning and wearing Apple Watch - Apple Support

Thanks...Just e-mailed back from Apple that they had received the watch and were sending a replacement.

You're welcome. Apple will not use retail stock for replacements. From everything that I have read in the forum, there are no replacement stock in stores, so users with problems have had to send their devices in for replacement. Good luck.