apple watch sudden screen shatter

I’m having the same issue. I wore my watch into a pool for the first time ever a couple of weeks back. When I got out and sat on the longer I heard what could only be described as a fizzing sound and a pop..when I looked down I noticed that the glass had shattered ‘around’ the face. My watch was on my arm and I couldn’t believe what had happened. I’m a very careful person and never even wore the watch in the shower, but just took the chance with the pool as I needed it to tell the time.

I contacted Apple Online Care and showed them images of what happened and details of how it happened. They stated that they would fix it at no extra charge and that it was sill under warranty. Long story short..they said they’d ship a box out to me within 2-3 working days and it never came. 4 days later I contacted them and they said they had no parts and that’s why the box wasn’t shipped. So told me I could take it to a local Apple Store so they could send it off for me. Get to the store and I explain what happened, expecting them just to read their online notes from my Apple account and to ship my watch off..but alas..no, they tell me that I could be charged $225 plus tax to get it fixed. I then tell them about what Apple care have stated and they are no more interested. I received an email yesterday stating that my watch has ‘multiple screen cracks’ (which a person hard of sight could see that!!) with no explanation as to how this occurred. I feel really hard done by and am completely frustrated with Apple and their conflicting information both online and in store. I refuse to pay this money to get it fixed and I too will fight this case. I believe that there is a fault with the watch (since it was my first time using it in the water). Why can’t they just accept the fault. This was no ‘accident’ when it was attached to my arm!!!

I have also lodged a complaint with Martyn Lewis Resolver as they are independent and brilliant with customer complaints. Maybe we should all do this as I believe we have a case we can fight for against this conglomerate!!

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?

CIAO.CIAO.CIAO,

You've brought something valuable (to me) in your reply. Can you tell me more about the app you used? For those that "it was on the charger and was cracked", that data might be helpful later.

Thanks in advance for your advice.

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!

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 ******.

With the amount of people reporting this problem I can’t believe that Apple won’t investigate it properly, there is clearly a fault with the design of this watch, we can’t all be wrong.

I have given up, Apple are not getting any more of my money. I don’t want to pay for a third one funnily enough. Why would I when this has happened twice?

Ditching my iPhone as well now that it’s out of contract and finding something else, also, won’t be upgrading my iPad or any other of my Apple products. Customer service is not what to used to be with Apple, or the quality of their products in my opinion. Such a shame as I have been an avid Apple products user for 20 odd years!

Hi this happened to my wife’s watch as well before that it was heating up and shattered on her wrist at Barnes and Noble‘s We took it to the Genius Bar to send it out and said it wasn’t covered before they send it out is it it was covered because batteries overheat and release and separate from the watch but this time it’s shattered the glass because the watch is so glue on keep it waterproof

Apple does not what to acknowledge this dangerous issue with their watch.

Hi, I just googled this because I charge my husbands Iwatch every day before he goes to work, then I proceed to put it on him while he gets ready to go to work, we know for a fact it was not broken , before he left to work after putting it on he change the face and it was perfect not even a scratch on it, he leaves the house and five minutes later he calls me shocked on how he looked at the time and it is completely cracked/shattered no reason for it what’s so ever.

We will be taking it to the apple store in hopes to get an answer or maybe we should contact costumer service over the phone see what they have to say....did you get any good outcome ?

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 .

You are within your 14 day return period so you could consider the broken screen as evidence the watch was either defective or not sufficiently roust, not fit for purpose, and reject it. Whether this is successful might depend on where you live and local consumer protection laws. Contact Apple Support to start the process.

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.

I went to the apple store in Dubai today and showed them my watch. The first person who examined it said that there was some impact. He was trying to do put the blame on me. I then sternly told him that there was no impact and that it happened on its own. He then called some tech guy who brought another guy with him. They inspected the watch and concluded that there was no external impact and agreed to give me a replacement in 3-5 days. Boy! Am I relieved!

@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.

Hi, I had the same exact situation happen. I was at a conference hearing a speaker talk, not moving and all of the sudden I look down at my watch and the whole screen completely shattered. It is unbelievable how this could have happened, I would always be so careful if I ever even lightly touched my watch to anything I would check it to make sure it was okay. This time I did not hit anything and the whole screen is in tiny pieces (It looks as though it exploded, no point of clear impact, nothing, it is just shattered all over). I went to apple and they told me just because the screen is broken that it is my fault. The repair of $229 is just so high and it was really at no fault of my doing. Any repair place outside of Apple charges about the same price.