apple watch sudden screen shatter

My Apple Series 3 Watch (10 months old) shattered as I was sitting on my sofa Saturday night. I immediately contacted tech support and they scheduled an appointment at the Cumberland Mall/Atlanta Genius bar. I was told I had two options. I could either leave with a broken/unusable watch or have it repaired for $229. This completely went against the customer service opinion I had of Apple. They connected me to Apple Care while I was in the store and I explained what happened. The technician on the phone stated that it sounded like the battery expanded causing the screen to crack. He scheduled my watch to be picked up and evaluated. I received an email today that stated there was an "issue that was not stated in the original repair request." Apple is claiming that the "issue that was not stated in the original repair request" is the screen is cracked. NO KIDDING! That is exactly why I sent it in the first place. The issue is not that the screen cracked, but that it cracked while I was sitting on a sofa doing nothing. Clearly, after reading all of the posts I am not the only one that has experienced this. I am incredibly disappointed. Why would I ever pay $229 for a product that I cannot trust this situation will not happen again? I feel completed ripped off. I guess Apple feels that we have no other options. I do not want to give up because I really liked my Apple watch, but have no clue what to do next.

[Image Edited by Moderator to Remove Serial Number]

Had the same thing happen last thursday on an Apple Watch series 3 which was just over 4 weeks old. I was sitting on the couch, gently tapped the screen to check the time but then noticed it was cracked all around.

Made an appointment with a Genius Bar employee and he told me his opinion that there was no sign of impact and he was pretty sure it was probably due to battery swelling. But of course when the second opinion came they told me it was 'Cracked' (yeah of course it was) and I would have to pay to get it fixed.

I took these pictures at the Apple Store right before I handed it in for check:

Make a Genius Bar appointment at the nearest Apple Store to have it examined by Apple. Apple recommends that you stop using a damaged watch. If you cannot go to an Apple Store, then use the Contact Support link at the top of the page here and arrange for mail-in service.

The same thing happened to me. It break down only after 10 months. The battery is visibly swollen. I send it via BestBuy. Apple told that it is "abuse" and did not fix it. I believe that it is "abuse" on the apple side and fradulant. You know we are powerless confronting this giant. I hope Karma will catch with them. I am moving from Apple and I promised myself not to ever support them.

Could be the battery swelled up.

So mine shattered with no impact what so ever, I had Apple care and paid the 75 dollars! Love the watch but three weeks later cracks in my screen no impact at all!

The same thing happened to me. Series 3 watch is only three months old, sitting in the charging doc that came with the watch, pop! Heard the pop sound had no idea what it was. When I went to put on my watch in the morning the screen was cracked all around. Glass was sprayed out in front of the doc. Took it to the Genius Bar, told them exactly how I found it and they shipped it off for tech inspection. Was told it “considered accidental damage” and it’ll be 289 to fix. For a watch that is only three months old.

Seeing that this seems to be a common occurrence, I smell a class action coming soon.

were you able to get pics of the glass or any sort of measurement or pic of the battery? You might need those later.

strongly urge people to gather the data about your failure in case its needed when you go to the store to discuss the issue.

I was most certainly not calling you a liar, I make no judgement on what other users say unless I have clear evidence they are wrong, in which case I will cite the documentation. In this case I was simply explaining my background to make my logic clear.

There is is one thing worrying me about your photo, but this is more opinion than fact. The only ways I can imagine for such massive cracking to occur would be external impact trauma, or a very fast rise in force from inside (rather than a slow steady rise expected from a gradually expanding battery). The most likely source of a fast transient pressure peak would be sudden rupture of the battery like the shockwave from a bursting balloon, but this should leave other evidence in the form of discharged content. There is no other contender inside the watch but nobody is reporting split or leaking batteries so this seems rather unlikely.

Yes. They have basically ghosted me now. Once the screen is cracked it seems they think it is a loophole to cover them in conditions. The issue is the watch is breaking itself, not the condition of the owner breaking the screen thrn the internals breaking down. Mine malfunctioned then overheated and they won’t hear that. The screen scratches incredibly easily too. Easier than iPhones.

It was replaced under warranty. But there’s a deductible of 89$. I was ******.and I have apple care +

Thank you Nancy! This happened to my watch and I paid the $75 replacement fee. I knew it wasn’t my fault. Before sending in watched for repairs.... take detailed Picts to prove no impact point.

Call and explain. They waved the fee for me.

My watch was on the charger last night and was cracked when I woke up. Cut the end of my finger when I went to swipe up in the morning. It has a single crack that runs the entire perimeter of the screen, essentially along the curved part of the glass. This must be a weak point aka design flaw. Watch is 42mm aluminium: Space Grey, series 3 with cellular. 1 month old.