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All replies
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Helpful answers
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Oct 8, 2015 7:05 AM in response to nevsfby RyanInMiami,My Genius Bar appointment was yesterday. My kid loves hanging out at the kid table so no complaints about having to go in there.
As I hoped / expected, the tech was super helpful, apologized for the problem, and immediately agreed to replace it. He had never heard of the problem, but I can confirm what other people here have said about how there is a category for this problem in their work authorization iPad app. He officially quoted me 5 - 7 days but told me that it would probably be more like 3 - 5.
I'm a technology executive in charge of a software department and several web teams so I buy a LOT of Apple gear. Apple isn't perfect and I have had a few hardware problems over the years. But one thing that keeps me coming back time after time is that they ALWAYS keep me satisfied at the Genius Bar whenever I have a problem.
Of course, they won't be able to help me when this happens again three months after the warranty expires. So that *****. Please PLEASE Apple, don't make this dumb mistake again with the Apple Watch 2. I really am starting to like the little thing, except for this terrible design flaw.
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Oct 8, 2015 9:47 AM in response to nevsfby Perdidobiker,Similar thing just happened to me. I noticed this AM that the watch kept de-linking from the phone. When I removed the watch from my wrist, the glass circular sensor apparatus detached adhering to the skin of my wrist. I hurriedly stuck it back on and called Apple support. They said they "had never heard of this happening"! I was assured by support that the watch would be repaired or replaced at no charge...I'm being sent a mailer.
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Oct 8, 2015 10:34 AM in response to Perdidobikerby tonyf@7371,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!
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Oct 10, 2015 2:41 PM in response to nevsfby john67,Same thing happened to my watch. Attached the charger, removed to adjust, and the back came off. Guy in the Genius Bar most surprised. Still works fine, wiring remains connected and thin snake of waterproofing (presumably) falls off. It is off being replaced or repaired. Back seems to be glued or clipped in place only.
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Oct 12, 2015 1:10 PM in response to tonyf@7371by Perdidobiker,Thanks...Just e-mailed back from Apple that they had received the watch and were sending a replacement.
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Oct 12, 2015 3:19 PM in response to nevsfby aefting,My husband and I both encountered this problem as well. He has the 42mm stainless one and I have the 38mm Sport. He noticed the back came off when he tried to remove it from the charger this morning, I thought that was really odd, then about 2 hours later, I went to remove mine from the charger and it did the same thing! The back part with the sensors stayed attached to the charger and was just connected by thin wire. We went to Apple Store today. The Genius said he had never seen that happen before, but they said they would send it in for repair/replacement (to be determined once they check it out I guess?), and that I should receive the watch or replacement in about 5 days. It would be interesting to know if all the ones with this issue are from the same batch? We ordered ours around April 10th, but did not receive them until early June. Hopefully Apple will identify the root cause and do a recall on all the affected watches.
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Oct 13, 2015 7:20 AM in response to aeftingby Kstud7,The amazing thing is all these watches are being returned because the backs came off and every so called genius at Apple says they have never heard of this happening before, it's happened to me three times and three different geniuses at the same store has never heard of this happening before.
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Oct 13, 2015 11:13 AM in response to Kstud7by NormanDingman,Yep, that worries me too. This is clearly an issue affecting a good number of customers. I made sure I told the "genius" I dealt with that a simple Google search will reveal that this is a well known issue. I fear that Apple won't do anything until the media pick up on it.
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Oct 13, 2015 1:15 PM in response to NormanDingmanby Sedona_Jim,MY wife just picked up her third stainless watch. First two had their backs fall off like many others on this thread. In each case, the genius or CSR had "never heard of this happening before."
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Oct 29, 2015 7:18 AM in response to Sedona_Jimby RyanInMiami,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.
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Nov 2, 2015 4:20 PM in response to Sedona_Jimby Pisces0318,Yikes. When they are replacing the watch are the replacing the charger as well? Could it be a design flaw with the charger? I find it odd that some have had this happen multiple times yet Genius Bars are still saying they have never heard of the issue before.
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Nov 3, 2015 9:30 AM in response to Pisces0318by kt11,After the back fell off my second watch, they did replace my charger as well. So far, no further problems.
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Nov 3, 2015 10:22 PM in response to Pisces0318by Kstud7,I find it odd that the back of one of the $17,000.00 apple watches must have fell off by now and how great they are at keeping this from the media.
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Nov 4, 2015 3:00 AM in response to Kstud7by Lawrence Finch,Who is keeping it from "the media?" It's posted right here in plain sight. Any journalist who wants to is free to write an article on it. And believe me, there are lots of them who read this forum. I guess they don't consider it newsworthy.
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Nov 4, 2015 6:45 AM in response to Lawrence Finchby Meg St._Clair,Lawrence Finch wrote:
Who is keeping it from "the media?" It's posted right here in plain sight. Any journalist who wants to is free to write an article on it. And believe me, there are lots of them who read this forum. I guess they don't consider it newsworthy.
But imagining a conspiracy is just sooo much more fun!