apple watch sudden screen shatter

Mislead??!! I really like Apple but my watch cracked out of nowhere and that has to be said. We are a bunch of people with the same issue... this is something people should know and Apple should do something

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.

@lynnvdb it sounds wrong that they are demanding you pay their fee to retrieve an unrepaired device. The normal scheme when Apple contacts you seems to be pay for the device to be repaired/replaced, or it is simply returned to you unfixed. Did they specify a fee to examine and quote before you handed over your watch? Did you get the email from Apple with photos and repair options explained? Normally they allow a few days for you to respond, and if you don’t reply in the set time they assume no repair and it is shipped back to you.

The bottom line is that it is still your device, and if they refuse to return your property you may have a claim against them particularly if a fee to examine and quote for repair was not clearly explained.

Hi! I bought my watch at an authorized reseller. They have a repair service and if they can't fix the problem they send it to Apple. So the fee is for their own service and not Apple. The reseller informed me about it before I handed over my device. However, I didn't get a decent explanation about the damage. They just told me that it couldn't be fixed and they never saw this problem before... I am now waiting until I get my device back so I can go to an Apple Store.

The same exact thing happened to me and my sister. APPLE BLAMED BOTH OF US for the damage. They sent it off for diagnosis and sent us an email saying there was no swollen battery found and it was our fault. Our family has been loyal customers to apple for many years and it is shocking to have to go through many hours on the phone with different advisors to just end up having to pay the full price for both of them. We are extremely upset about this and do not trust any apple products anymore.

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.

Yes I have many pictures. My senior advisor told me that a swollen battery should not damage the screen.... and I have talked to many many people and they have all said the same thing. That it was my fault and I have to pay to get it replaced.

We have experienced almost exactly same thing, the watch was on my son’s wrist, when airplane defending, without touching or hitting anything . The watch just cracked, our watch just bought few months ago. I was concerned about the safety.

As a follow up, I was informed that my "product was ready" and to return to the store. When I got there, they informed me that they don't fix cracked screens (so, why did they "send it away a week earlier?) and they could offer me a new one (for another $300). I told them this was completely unacceptable (this being the 3rd watch I would have to buy), and the manager finally agreed to sell it to me for 1/2 price (I'm still angry about having to pay anything). Then, I asked him what precautions I should take in order to avoid this same problem (since I babied the thing to begin with). He strongly advised a case (like a bumper) AND a screen protector. I have now purchased both. The watch, which was big to begin with, looks a bit ridiculous, but I have no choice but to try to avoid this happening again. I would quickly move to a different product if this didn't have everything I want. I guess I'm now praying that a new Series 4 comes out with a solution, because this is not sustainable....

This happened to me a week ago. I also had a screen protector so it is very evident that the damage was not caused by me. Apple has denied by warranty claim and is saying this my fault. Trying to fight it now.

Dennis

I have the 3 Nike sport series and same thing happened to me yesterday. I’ve had all series over the years and it never happened before. Yesterday I was outside and it completely shattered. The cost to change the screen is ridiculous! We have all

Apple products from phones to AirPods to iPads to a MacBook. I’m extremely disappointed in this Apple Watch and more disappointed in the customer service regarding this issue!

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

If the tech who examined your watch found evidence of damage caused by external impact, or the battery was within tolerance (or not) then that's what goes on the report. They don't get a bonus either way, they just do the job, write it up and move on to the next case.

There are two common causes for screens breaking, either external damage (usually impact) -or- internal pressure from a failing battery which has expanded to fill the space available. Both will have a characteristic appearance which will be very familiar to the examining technician.

As far as strength of the screen goes, common sense will tell you what happens if the screen gets impact damage, and with internal pressure from a failed battery the glass is unlikely to be stronger than the metal body so it is obvious where any failure will show up. The only way they can make the screen "not the weak point" is to increase thickness until it is stronger than the watch body, at which point the touch screen will probably be unusable and the watch will be much thicker, maybe double the existing size. The other option would be to switch to a plastic screen but I remember the screaming customers in the early days of smartphones demanding glass screens because plastic felt horrible and scratched easily. Only glass was acceptable, plastic was for third world and kiddie phones.

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).