apple watch sudden screen shatter

Here's my story. I bought a new Series 3 and dropped it (after about 6 months). It shattered and they charged me around $400 to get a new one (it was a pretty hard surface and I take responsibility for that). So, 2nd time around I became very cautious. I babied it, though still want to wear it during periods of activity (isn't that the whole point?). One day (less than 2 months after the first!), the screen cracked. I brought it in to Apple and they looked at it (under a microscope, I think) and told me that the screen cracked due to my rough use. I told them I am a cautious person (especially after the first mishap). I own a lot of Apple products and have never had an issue with any other product line (Mac, phone, iPad, etc). I also told them that I can't dispute what they're seeing under a microscope, but that I warrant the watch was worn under normal, reasonable conditions with no impact anywhere at any time. The rep told me that if I put the watch down, dropping it from around 1/4" to a table, that could cause the crack and that would be considered my fault. I told them that this was a completely unreasonable answer. They are refusing to budge and want me to pay $300 to get a(nother) new one. My issue is that I really don't think these watches are made to take the normal wear and tear of an active person. If they are only made for gentle use like evening wear, then they should say that. But instead they market them as ready for heavy, active use and my experience doesn't support that. I can't imagine being any more gentle with it and I certainly can't afford to buy a new one every 2 months! Any thoughts, ideas? Thanks. Jan

Hi,

Just had the exact same thing a few weeks ago and my watch was only 3 months old. I was just sitting at my desk en all of a sudden it popped open. Sent it to repair service but I got a message back that they can't fix it nor is it covered by the warranty and I have to pay a fee for the service to get my broken device back. They told me that they have never heard of this issue, which is obviously a big lie because now I see a lot of people have this problem.

I'm gonna ask my device back from the repair service and see someone at the Apple Store for a face to face conversation about this. Definitely gonna refer to this topic and hope for the best. If I would have dropped the watch I would've totally taken the blame, but this is just unfair.

Yep, Apple refuse to acknowledge there is an issue with their watch screens despite it being clearly documented by so many people all over this forum and others on the net. So disappointed with this product and the customer service surrounding this issue. Posted what happened to mine before on here but Apple removed my comments saying they weren’t constructive. It’s not clear how you can take this further with Apple. They want to charge $300 for a replacement which I am not willing to pay as I have already paid twice. Feedback form is hopeless, they say they won’t reply and the store say they can’t overide what the depot has said after analysing it. Would love to hear if anyone has had any joy with this and how they went about it? TIA

I get all that, and that SOUNDS reasonable. The problem is that, in my experience, the "impact" required to shatter the screen has become so ridiculously minimal as to make the watch virtually unwearable. As you can see from my previous posts, I'm an extremely careful person and somehow managed to have 2 watches shatter. If I can't wear them without a problem, my judgement tells me that no one can. There's no doubt in my mind that we're going to see some different methodology being used in either the next gen. watch, or the one after that. I just hope my third one makes it until then (I now have a screen protector AND case on it).

I've got the same issue but happened in China.

I bought the Apple Watch S3 half year earlier. And 2 weeks ago, the glass shattered when it was being charging.

Apple refuse to acknowledge it's their fault.

And I have got to pay about 300$ to get it back because they even didn't give me an option to reject the repair!

But I think I've got some evidence to prove my innocence:

1. I've took the photo how the cracks were (I know everybody would do that)

2. I've installed an app which could record the sensor of my watch. And the records show that the watch was charging and haven't been moved when the shatter happened!

3. I've collected several piece of shatters. I hope they can be detected and prove the truth: it was impacted from inside of the watch!

Can I count on them?

I had the same thing happen to me. my watch just broke while on my wrist. I wish I had seen it happen but I didn't. I can report that it was a hot day, I went for a swim, I got out, my watch was fine. I made a phone call. while I was drying from the time I got out, while I was sitting on a lawn chair, my watch broke in that time. I went through all the motions for them basically to tell me it was my fault. I wore my watch every day all the time for 2 years so it was normal wear on it but basically they claim that because it was broken it was my fault. I went through all the motions inclase there is ever a class action down the road so I have a record but it's just BS. I didn't break it. I think it was the temp change. but yeah, I feel cheated. and I didn't want to buy the gen 1 I mean "get it fixed" and get the same defective watch for 200, I just bought a gen 3 refurbished for 300. such crap. I'm ******.

I know Apple is going to continue to deny that this is a problem, however, for what it's worth this happened to my wife today, approx 1:30PM 8/9/2018 while she was sitting at her desk. Sudden pop and she felt glass hit her face, looked down and the screen was completely shattered. My wife is the most careful person I know. The watch was purchased for her birthday in October 2017...less than 1 year old and she is quite sad as you would expect. It has never been dropped, stepped on, hit, knocked, or been subjected to any other form of impact. Add her name to the list that Apple is more than content to continue to ignore.

Exactly same thing happened to me today. I was seating in a meeting and my hand was on the table. Suddenly the watch made a puff noise and shattered. Took it to apple store after work. They said its a physical damage and they have to charge for it. I’m so ****** at apple. But what can one do to the biggest company on the earth.

@Mei118, where you should report it depends on where you live and your local consumer law. I see a few threads with (maybe) a few hundred at most problem reports and millions of Apple Watches sold. That’s not a high proportion of problems, and at least some will be down to users trying their luck to scam a warranty repair after accidental damage. However I also see a pattern where Apple routinely denies all claims unless the customer pushes it aggressively, which means it is almost certainly directed policy and could bring their actions in scope for fraud or a number of other legal issues depending on jurisdiction. Getting admissible evidence to support a case would be a whole new battle.

Mine just shattered on my charger last night too! It looks like it exploded! I took it to the Genius Bar and they said the battery wasn’t swollen and, since the front of the screen was cracked in addition to all around the outside, it looked like abuse—my screen was NOT scratched or cracked at all before charging last night. Apple is sending it in “under warranty” (4-month old series 3) but I figure they will try to screw me with a $229 repair. If that is the case, I’m either going to have a friend repair it for less or I am switching to a different smart watch brand. This is the second Apple watch I’ve had that has gone wonky under warranty that I’m sure won’t be replaced. I am so annoyed.

Exactly same thing happened to me. I was seating in a meeting and my apple watch suddenly exploded. It sounds ridiculous but it really made a pop noise and the screen shattered. My hand was on the table and I was listening to other people when it happened and my co-workers were supersized too. I took my watch to Apple store and they said since this was a physical damage I should pay for it. I rather to throw it out rather than pay again for it. This could be a serious issue and a safety hazard for people.

Well, miracles never cease. The senior Apple contact I was working with just called. After taking a closer look at my particular case including the photo I sent and I assume notes taken for when I sent my watch in the first time for repair, Apple is sending me another box and will fix or replace my watch under warranty.

I’ve now talked to 10 different folks a Apple or should I now call the Crapple? They gave me the red tape run around. Sent me to Apple care the Apple care folks said I have to talk to store about refund and back and Forth so I’m stuck with a $70 charge. it not the money but the not believing my story that really got me ****** off.

I woke up this morning, took my Apple Watch off its charger, put it on and the face cracked and fell off! I was shocked!! It looks like it was run over by a car... which it was not. I found this chat board and can’t believe how many people this is happening to and that Apple not responsive to the situation. I’m going to my local store today to speak with someone about it.

Same thing here. Unboxed brand new Apple Watch (series 3) on 27th December 2018 and 8 days later the face has developed a crack all around the edge whilst watch was on the charger overnight. I definitely have not dropped or banged it. I’ve hardly even worn it. It was on my dressing table when the face split all round the edge exactly like the pictures posted by others on here. So disappointed. Apple store have sent it away to be “assessed”. Genius Bar would not admit this is a known problem. Will take at least a week for a verdict from Apple. I’m not impressed. The watch has a defect after a few days of normal use which has rendered it unusable and it should be replaced with no quibble like other good brands would do. I have to wait to see what they say. In the meantime - no fitness tracker etc despite paying over £300 to Apple.