Heart Rate sensor 42mm watch small wrists? Return issues?

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Heart Rate sensor 42mm watch small wrists? Return issues?

Has anyone had trouble with their 42mm watch sport reading your heart rate? I got my watch 5 days ago as a X-mas gift and can't get the heart rate sensor to work properly. I also have tiny wrists for a male and the watch is just far too big for me. I tried my wife's 38mm watch and it fit and the heart rate sensor works great.

Steps I took to try and resolve:

- Installed S/M wrist band instead of the pre-installed M/L sport band. M/L band was loose on tightest setting - I thought for sure this would work but it didn't.

- Held the watch down hard and didn't move at all while trying to take a measurement in glances, still didn't work.

- Updated watch to 2.1

- Spent several hours on the phone with support. They suggested to exchange the watch and go with 38mm size. Have been unable to exchange watch after several more hours of phone calls. Here's the issue.... Parents purchased watch with cash at a Best Buy. Watch isn't registered in their system since it was purchased with cash so they can't exchanged it for a 38mm watch - they even called the local store and they can't take it back. Best Buy felt terrible, they wanted to help but couldn't figure out a way to make the exchange work in their system. Attempted to exchange with apple store. They won't do it, I offered to exchange it even up even with the 38mm being $50.00 less, I just want a functioning watch for me. They fully acknowledge it is within the return/exchange window but since it was purchased at a Best Buy they don't even seem interested in supporting it. Lesson to everyone out there - careful with gifts, especially if they were purchased with cash! Does anyone have any tips on an exchange issue like this? I'm at a loss for what to do...

Apple Watch, watchOS 2.1, Watch Sport, 42MM, Black

Posted on Dec 31, 2015 7:08 AM

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Answer 1

Jonathan UK

Level 10

164,015 points

Dec 31, 2015 7:19 AM in response to 515appleguy

Hi

515appleguy wrote:

Attempted to exchange with apple store. They won't do it,

Does anyone have any tips on an exchange issue like this?

In the US, Apple's standard refund policy includes:

"Only items that have been purchased directly from Apple, either through the Apple Online Store or at an Apple Retail Store, can be returned to Apple. Apple products purchased through other retailers must be returned in accordance with their respective returns and refunds policy."

Take the watch and original receipt to any Best Buy store. Best Buy offers an extended return and exchange policy:

"All purchases made from Best Buy — online or in store — can be returned to any Best Buy store in the U.S. It's fast and free."

"we offer an extended return and exchange policy during the holiday season. Purchases made between November 1, 2015, and December 31, 2015, have an extended return period through January 15, 2016."

More information:

http://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat26080005001 4.c?id=pcmcat260800050014

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Answer 2

515appleguy Author

Level 1

0 points

Dec 31, 2015 8:10 AM in response to Jonathan UK

Jonathan UK,

Thanks for the quick reply!

Unfortunately, I did discover the return policies of Best Buy. Here is the problem:

- My parents lost the receipt, I had them searching all morning for it.

- Because they purchased it with Cash, the serial number is not tied to an order in Best Buys system

- If it was purchased with a credit card, Best Buy could have done a reverse look-up and found it. They searched for a good half hour and couldn't find the purchase in their system. They can't do an exchange in their system without attaching it to an order or receipt.

- Best Buy suggested I contact Apple again (best buy also did while I was on the phone with them) because Best Buy said the item can't be exchanged to them because it's not in there system and is a problem because it was purchased with Cash. They apologized several times to me on the phone and strongly believed apple could help me out.

Apple was able to look up my serial number and verify that the return period ends January 8th. So I have until January 8th, or January 15th by Best Buy's policy to get this figured out. I thought I tried all avenues with Apple but maybe I just need to speak to someone else in support or sales? I do see that the Apple Store won't exchange it, maybe support will be more helpful?

Thanks again, I'll post back if I figure out a solution! As of right now, this watch that is within the return period according to Best Buy and Apple......but somehow can't be exchanged or returned according to Best Buy and Apple.

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Answer 3

Jonathan UK

Level 10

164,015 points

Jan 1, 2016 3:15 PM in response to 515appleguy

Hi

I'm afraid that no-one here can tell you what Apple may decide regarding an exchange (this is a user-based technical support community and it is also not allowed to speculate here about Apple decisions).

Regarding the heart rate sensor, check:

- On your iPhone, in the Watch app, go to: My Watch (tab) > General > Wrist Detection - turn this on.

- On your iPhone, in the Watch app, go to: My Watch (tab) > Privacy > Motion & Fitness - check that both Heart Rate and Fitness Tracking are enabled.

- If passcode is enabled, check that, when wearing the watch, you have unlocked it after placing it on your wrist.

It may also help to restart both your iPhone and your watch. Turn both devices off together first, then restart your iPhone before restarting your watch:

- To turn your watch off: press and hold the side button until you see the Power Off slider; drag it to turn off;

- To turn it on: press and hold the side button until you see the Apple logo.

To test, try using the Heartbeat glance:

- When viewing the time, swipe up on the watch face to open Glances > swipe left / right to the Heartbeat glance.

- Swipe down again to return to the watch face.

If the issue persists, you may wish to try contacting Apple Support again and/or make a Genius Bar reservation:

https://www.apple.com/support/watch/contact/

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Answer 4

Jan 1, 2016 3:15 PM in response to 515appleguy

The heart rate on Apple Watch is inaccurate. It works when it's under 140BPM. Once it exceeds 160BPM, it either doesn't register or spits out bad values. Between 140 and 160, it's accurate about 50% of the time. I exchanged my watch 3x. Same issues. I use it during runs. If heart rate monitor is the primary reason you'd like to purchase the watch, please do not.

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