Apple Watch (Gen 1) Screen fell off

From a fellow San Diegan to Richard from San Diego,

The exact same thing happend to me last October when I was in Spain, and I had to chat online with Apple Support Spain especially since my 1-year warranty was going to run out before I returned in late October to sunny SD. The online guy made sure to put in the notes that I had contacted Apple before the warranty was up, so that I’d be covered when I returned.

I then made an appointment with the Apple Store in UTC, and fully expected to have to “defend” myself when I went in.

Lo and behold, the “genius” took one look at my AW and said, it was a known issue with 1st gen AW whereby the battery swells up and pushes the screen off. With no questions asked, he simply took my AW and ordered a replacement which I received within a week or so. Not a 1st gen but the next generation, whatever it’s called.

I hope you’re having the same luck today as I did.

I what to give you all feedback from the Apple store I went to tonight. They told me they know of the swell of the battery with the Apple 1 and 2 watches. They are replacing mine at no charge, and I will get it back in 6 to8 working days.

I have a web site you can go too.

http//:www.soyacincau.com

https://www.soyacincau.com/2018/03/04/apple-watch-malaysia-free-swollen-battery- replacement/

I hope this helps everyone.

smiles,

patty

I had the exact thing happen. I also visited and Apple store and they referred me to a customer service number where a box was sent to me and I sent the phone to a repair center. I also received a notification that the phone was not repairable because the damage was due to my damaging it. I immediately challenged this and escalated the issue and was told that Apple would approve the repair by a supervisor.

In the meantime, my damaged phone was returned to me and I kept waiting for a box to be sent to me. After a few days, I called the supervisor who handled this back and received no return phone call. I kept calling and finally received a call back saying that he was still waiting for authorization. After calling back a few more times, I decided to call the general customer support line again and was referred to a new manager. She handled it on the spot and I received a box within two days, sent in my phone and received a repaired/refurbished phone within a week.

My advice to you is persist.

Hi

Apple Watch is not user-serviceable and Apple does not offer a screen repair or screen replacement service for Apple Watch.

If the issue is not covered under warranty or any other Apple policy - be sure to ask, with specific reference to potential battery issues - then your Apple Watch may instead be eligible for replacement via chargeable, out-of-warranty service.

Contact Apple Support (mail-in service may be available, if required), make a Genius Bar reservation or visit an Apple Authorised Service Provider to arrange for your Apple Watch to be inspected and to establish your available service options:

• US: Apple Watch Service Answer Center - Apple Support
• Elsewhere: Select your country for Apple Watch service and repair information

I'm afraid that no-one here can tell you what Apple will decide in your specific case. You are not talking to Apple here - this is a user-based technical support community.

In the meantime, note that Apple advises that you should not continue using a damaged Apple Watch.

I posted a couple of days ago about my Apple Watch Gen 1 face popping off. A day later I called Apple support they were fantastic she sent me to an otherized Mac dealer (I’m from Canada but vacationing on Maui until end of February) I took it in and they confirmed the battery is swollen. They are replacing my watch it will arrive in 5-7 business days. Apple service is second to none. All my devices are Apple I wouldn’t have it any other way.

well i don't know what to tell you. i first went online and was chatting with an apple person. i even said i doubt you can help me. i told him what happened he put me up a level and said someone would call me. they did immediately and set me up with an appointment at the apple store the next day. The genius was not as helpful so i called the woman i had spoken to and she spoke to him. The woman promised i was covered the genius said its up the the lab where they will send it to. The woman was higher up the chain so i believed her. in less than a week i had a new watch. did not have have apple care at all. i suggest you try again. My watch was my wife's it was a rose gold 38 mm first ones they brought out . Apple says they have extended the 1 year warranty to 3 years ( that was almost 12 months ago) I dont trust the genius's too much so i would look for another channel to start off with ....good luck

Just to say that my 1st gen watch screen also came off a couple of weeks ago. It is in immaculate condition.

I went to make an appointment and initially was told I would have pay to replace it. I told the concierge there may be a known issue. She looked at it, specifically inside the watch and then made me an appointment.

I saw a genius yesterday and pointed out I realise I'm out of warranty, but a deice that has clearly been looked after should not break in this manner. The genius completely agreed and I didn't have to really plead my case. He asked a supervisor if there was a scheme. I get a replacement watch in a couple of weeks upgraded to series 1 Rose Gold.

Same thing here. I took it to Genius Bar who acknowledged an issue with battery expanding & popping off screen & there would be no charge. Repair center came back by email that the battery had not expanded & there would be a charge.

I called in & got connected to Customer Relations who worked with Genius Bar store to do repair at no charge to me. I was out of extended warranty.

I am happy but be aware that repair at no cost is not automatic.

It just struck me that my watch was Gen1 stainless steel as many other problems posted here. Could there be a connection with screens popping off & stainless steel body of the watch?

Wait a minute, if it’s a first generation alumnimum (Sports model) watch, it is a known issue that the battery swells forcing the screen to separate. Please see my earlier posts about this. Sounds like the person you talked to at Apple wasn’t aware of this, because several others on this thread also got theirs replaced (with a NEW watch) with no questions asked.

Took my original to Apple Store and waited about an hour for a Genius bar appointment, they looked at it and said I'd have to pay for a repair, I quoted 2015 consumer law here in the UK and they said I'd have to contact Apple legal via E mail about the issue, but when I got home I logged into Apple support "chat" and within 10 minutes of that Apple had started the process to send me a replacement without a strap, its due to arrive tomorrow via UPS with a send back box for the faulty one. It'll be interesting to see what arrives. The Chat bot said that UK stores can't do replacements there and then , but it had to be done via tech support. Seems they have a bit of a disconnect across the platforms about the actual process but I'm happy that the eventually it got resolved. So if you have a problem, use the "chat" process first, and see where it goes

I have a little more to add. It seems that my battery is very slightly swollen even though Apple Support denied me a replacement. The design of the watch face assembly is not designed for a force vector below the face upwards, typically most of the force vectors would be sideways or the other direction ie downwards. So only a slight force from the battery expansion of a few microns will pop off the face. Even if it is re-attached and resealed it will still come off again in a short time. So make sure you inspect the battery and demonstrate to Apple that the battery is swollen, their algorithm for replacement seems a little hit or miss. They denied me and the battery is definitely enlarged. Hope this helps.

I took my watch into the Apple store on Monday and had a new watch by Friday no charge!! This is a known issue with 1st gen watches!! Go to your local Apple store to get a new watch!!

Sorry to hear. You should try a different store or insist on talking to the lead tech( yes they have one on duty). My Apple Watch (steel) did the popping thing on me last week. I Went the Genius Bar. They gladly took it in for repair for free. No question asked. It is not news to them. Good luck.

Apple Watch is not user-serviceable and Apple does not offer a screen repair or screen replacement service for Apple Watch.

If the issue is not covered under warranty or any other Apple policy (be sure to ask, with specific reference to the battery), then your Apple Watch may instead be eligible for replacement via chargeable, out-of-warranty service.

Contact Apple Support (mail-in service may be available, if required), make a Genius Bar reservation or visit an Apple Authorised Service Provider to arrange for your Apple Watch to be inspected and to establish your available service options:

Select your country for Apple Watch service and repair information

I'm afraid that no-one here can tell you what Apple will decide in your specific case. You are not talking to Apple here - this is a user-based technical support community.

In the meantime, note that Apple advises that you should not continue using a damaged Apple Watch.

you should take into apple . One of the main reasons for the face coming off is a swelling battery. Apple replaced my watch and i didn't even have the face, it popped off and must have snagged somewhere and got lost. They still replaced it. Sticking the face back on with a swelling battery will not fix anything. Go see a "genius"