apple watch sudden screen shatter

Isn't that sooo crazy! My unscratched, perfect screen shattered overnight on the charger. I spoke with someone on the phone first who said to send my 4-month-old watch in and see if it would be covered by warranty. But, I was impatient and took it in to the Apple Store. They checked it out and said the screen had to have been damaged externally--they said the battery wasn't swollen--but they would send it in under warranty just to see. I got an email saying the techs checked my broken watch out and that I would have to pay $229 to fix the screen because it was due to external damage. I called and ended up speaking with a senior advisor who told me to "not lose hope" but that they would send it back to me damaged. Upon receiving the damaged watch, I was supposed to email the senior advisor and let her know I received it. So, I did. At that point, the senior advisor said she did some research and I could send my watch in again and Apple would fix or replace it. I got a new watch back (different serial number). I'm grateful they fixed my watch that was obviously defective. I hope Apple kept my watch and is looking at it with a fine-tooth comb to see if they can figure out what caused mine to break and fix the problem to help everyone who is having this same issue. I count myself lucky! But, I did have a nice fitbit picked out to replace my Apple watch! Haha. If my watch breaks again soon, I really am not going to buy another. Although I still like the bazillion other Apple products our family owns and uses.

I've just had exactly the same thing happen - sudden, spontaneous shattering. No knocks, just an audible "pop", a shower of glass and this is what I found on my wrist. Was just sitting quietly working on my computer. Series 3, 5 months old. Sounds like it may be a known problem though without "official" recognition from Apple. Have talked with customer service just now and have an appointment with a technician tomorrow.

This just happened to me yesterday. Apple Watch Series 3 GPS. Locked my watch before I had a shower. Got out of the shower and went to unlock my watch and the screen was shattered. Didn't hit it or drop it or anything. I have had the watch for one month.

Called Apple support today. Said it was best to claim it under the warranty program (90$). I'm hesitant to do this because you only get 2 replacements and to burn one up after only having the watch for an month is ridiculous, but If I send the watch into Apple and the damage is not deemed a manufacturers defect I would have to pay the cost to repair.

Looking through this thread it looks like Apple has an issue they aren't willing to address.

This is exactly how my watches looked! My story is similar to others too, my first watch was put on charge overnight and when I woke up in the morning I noticed that it was cracked all the way around the edge, sent it back, was told I must have hit it, I was certainly not aware of having done so, and I paid up for the replacement. Second watch lasted about a month and it too cracked all round the edge - to my knowledge it had never been hit or dropped. Sent back to Apple and again told that it must have had a knock! Various arguments and procedures with Apple - go back to store etc. all at my expense but they insisted it was my fault and I need to pay for a replacement. I did not get a replacement and they sent my watch back. Later, after seeing this thread, recontacted support and they finally agreed that they would replace the second watch free of charge but no refund on my first replacement charge. There seems to be a design fault with these watches and they are not fit for purpose, watches have been on the go for a long time and a modern watch should be able to manage normal wear situations. Apple has a problem they need to fix, perhaps it's just some screens that are at fault but when a screen fails it should be replaced free of charge unless there is clear evidence of the watch having been actually damaged by being hit or dropped.

I’ve had success with Apple after several emails/online chats/sending my watch for repair twice for them to tell me that the screen was cracked. After contacting Apple via phone and stating all my case reference numbers etc and also Apple not able to give me a correct diagnosis as to why this screen cracked on my wrist after swimming, they have now waived the fee and thankfully are fixing my watch. I was lucky enough to speak to 2 great customer support representatives that were able to view my case. After 90 mins, the issue has been resolved and my faith in Apple restored. It really does help if you’re consistent with them and don’t give up. Sometimes it’s easier to just leave it as it’s less stress...but if you’re determined to fight for what you believe is true and correct, this issue can be solved. I’m just overjoyed that this has been resolved and will get my watch back soon. Good luck with yours!

Hello my name is Jerry, I had similar experience with my wife’s want except hers shattered and her wrist while she was sitting down. Apple refuse to take ownership of the defect in the watch after the battery overheated and shattered the screen. I think it’s part of their (Apple ) ignorance versus under reporting this defect in the watch screen shatter in after the battery overheats which is in the lower half of the watch . Make sure when you go there to tell them that the screen separated from the watch versus exploded I think this is a new phenomenon with the new Apple three series waterproof watch the old Series is basically separates from the screen versus shattering .

Also when we had our watch evaluate it it said it was not the responsibility we had to pay up the warrantee deductible and and now the new watch has the Warranty up to the same date of the old Apple Watch. Hopefully this is useful also your YouTube videos of Apple screen watch is separating from the device .

The only approved repair for Apple Watch is via Apple, and they don't supply parts outside the Apple Approved Service Centers. I think you are stuck with a costly repair.

If you look through the photos in this thread you will see there are two clear patterns of damage,

1. A crack all the way around the edge of the screen, leaving the screen separated but in one piece. This seems to be typical for screens damaged by pressure from behind due to an expanding battery, but it could occur from external impact. The crack starts small and simply grows along the line of least resistance.

2. Screens with multiple cracks, running in several directions across the face, sometimes the cracks are so extensive they look more like they were hit by a truck! This is typical for external impact (including dropping) or crushing from the outside. It would be very unusual for multiple cracks to be caused by a swelling battery because the display and logic board are bonded to the front glass and act as a load spreader, so the force is concentrated around the perimeter and a type #1 crack occurs.

Yes - this is fantastic. I was at the apple shop today for my Genius Bar appointment and they told me that they would repair or replace free of charge.

To everyone who had to pay: you are now eligible for a refund from Apple for the repair. (According to the Apple shop in Covent Garden, London)

I think they really need to rethink how to handle this. I have the same experience, being told I was lying by not being believed, their word against yours. It becomes a case of the customer is never right because we are never wrong. When you buy Apple products for decades and to be called a liar by them is hurtful when you have stood by them they treat you without the same care or loyalty. I hope they listen and not just delete this as critical. I was actually hurt and offended by my experience. I can’t even look at the watches now.

If so many watches, which are sold as sport watches, cannot take bumping or sports activities they have an issue with design. If it’s not the case then the actual material is not doing its job. What I feel like is happening is the battery overheats and expands the screen. In my case after much discussion and rejection by Apple I returned it to the store of purchase under consumer law because it did not perform as it should. A retailer should not lob you back to Apple, or any manufacturer.

Yes, by the time I got my phone to photograph the event it had overheated to too hot to touch and shattered.

I bought my iwatch 3 on 23rd Nov 2017 and on 27th December was eating my dinner when a hairline crack appeared on my screen. It was not there when I sat down to eat as I used my watch then after eating I went to use the watch and nothing would happen with the screen and that’s when I noticed the crack on the screen. I booked an appointment to the Genius Bar and the Apple guy stated he could see nothing under the microscope that would warrant a cracked screen I.e impact damage. I sent it away quite confident Apple would do the right thing and they inspect it and say it will cost me £229.17 + taxes to repair/replace. They send a photo showing scuff marks that were clearly not there when I sent it to Apple. If they where there I am sure the Apple rep at the Genius Bar would have picked it up. Attached is the report from the Genius Bar rep in store.
***

<Image Edited by Host to Remove Serial Number>

This just happened to me a few minutes ago. I was sitting in class, heard a pop, and my watch screen was totally shattered. About to call Apple and will reference this thread as proof of no damage, as it was in pristine condition last night.

This just in:

Apple has determined that under certain conditions, some Apple Watch Series 2 devices may not power on or they may experience an expanded battery," wrote Apple, in an internal document distributed to Apple Stores and Apple Authorized Service Providers on Friday and subsequently obtained by MacRumors.

"Apple will service eligible devices free of charge," according to the document, numbered SN4534 in Apple's internal GSX portal. "Apple will authorize coverage for eligible devices for three years after the original date of purchase."

The policy was issued in at least the United States, Canada, Mexico, and Europe, so it is likely a worldwide initiative where service providers are available.

A swollen battery can prevent an Apple Watch from powering on or cause the display to burst open. Photos of the issue have been shared by customers in the Apple Support Communities and MacRumors forums in recent months, but the majority of the incidents are first-generation models released in 2015.

Eligibility is limited to any 42mm-sized Apple Watch Series 2 models, including Sport, Edition, Hermès, and Nike+ variants, pending a visual-mechanical inspection, according to a companion document numbered OP1977. The warranty status of the Apple Watch does not affect coverage, the document states.

This new policy does not apply to the original Apple Watch, Series 1 and Series 3 models, or any 38mm model. A few years ago, however, Apple enacted a similar policy for original Apple Watch models with swollen or expanded batteries that offers free repairs within three years of the original date of purchase.

Affected customers can visit the Contact Apple Support page, select Apple Watch -> Battery, Power, and Charging -> Bring in for Repair to schedule an appointment with the Genius Bar at an Apple Store or at an Apple Authorized Service Provider. There are also options to contact Apple advisors by phone or online chat. Battery replacements are completed at an off-site Apple Repair Center.

Apple advises customers inquiring about a refund for a previous Apple Watch Series 2 battery replacement to contact its support advisors.

Apple has not announced this policy publicly as it does with some of its other repair programs, but MacRumors has verified the internal document's authenticity with multiple sources. However, outside of our control, some Apple employees advise customers that no such policy exists. In these cases, our only advice is to keep trying or escalate the case to a senior advisor if possible.

Article Link: Apple Now Offering Free Repairs of 42mm Apple Watch Series 2 Models With Swollen Batteries

Won't help the Series 3 folks....but Series 2 is now eligible for a free fix! 3 will be next at some point I hope!

Interesting comment. As I have said elsewhere I have had two watches where the screen has broken, neither of which I was aware of having suffered being hit! I paid the replacement cost for the first. The second watch lasted about a month before it too cracked all around the edge. At first I was again fobbed off with “it has been hit” or words to that effect but they did finally agree to replace it for free but not with out a hassle.

Well, after escalating tech support twice we finally got them to replace the watch under warranty. It’s not that we didn’t have the $79 to replace the thing, it’s the principle of the matter. I’m not a liar. Neither is my husband. We’ve spent tens of thousands of dollars on Apple products over the last 3 decades. I’ve been a loyal customer for many years. If I had broken the watch face I would absolutely have owned my mistake... but I didn’t.

I seriously hope the replacement watch they send me doesn’t have the same issue. (Or the series 3 I just bought my husband or the series 3 I bought my son last September.)

I really hope Apple addresses this issue and doesn’t wind up with another bend-gate on their hands.

Until then, I’m keeping this discussion bookmarked for future reference.

I just waited 3 hours at Apple after phone support told me $230. Got a technitian and he just looked it over and said we don’t do repairs here so we will ship it out for free. It seems like they are finally dealing with the flaw. I read so many of the reply’s and they all were pretty much $$$.