Level 1

40 points

Apple Watch (Gen 1) Screen fell off

I purchased my Apple Watch (stainless steel) in June of 2015. Being a near $800 Watch, saying it's been well cared for is an understatement. The Watch has ... no scratches or dents, never been dropped, or exposed to water. While working at my desk at work I noticed the screen dangling from the Watch housing. I took the Watch to a local Apple Store, and they sent it to Apple for further review. After a couple of days they called and refused to fix the Watch because they claimed the screen fell off because of "accidental damage" and the device was "out of warranty."

Does this look like a Watch with accidental damage??

Apple's reputation of quantity craftsmanship has always been the justification for the premium price tag, but should we expect hardware to "fall apart" for no apparent reason after only 24 months?

Has anyone else had a similar experience?

Posted on Aug 16, 2017 12:48 AM

Top-ranking reply

ecc.sd

Level 1

8 points

Posted on Apr 20, 2018 6:00 PM

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.

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89 replies

splintah

Level 1

4 points

May 19, 2018 6:29 PM in response to mercadoj

same thing just happened to me.

off the airplane at LAX and in the hotel the screen popped off. just like that.

its a entry level price and gen 1 and 2-3 hears old but still. screen should stay in there right ?

ElginJP

Level 1

8 points

Oct 5, 2018 9:28 PM in response to mercadoj

Mine broke too. Same issue as others, traveled to another country (japan to Russia), screen completely fell off. I think this watch is not designed for traveling.

Japan support unfortunately told me I had to pay 200+$ for repair. They told me this is expected because watch gets old. I hope Apple would have a program for replacing issues related to poor quality mat

pavel41

Level 1

4 points

Oct 5, 2018 9:49 PM in response to ElginJP

They will not as long as people are hooked on apple products regardless of this type of issues. Very disappointed with their pricing and policy on iwatch repairs. Switched back to my lovely mechanical wantch - very happy.

tvprobe

Level 1

4 points

Nov 4, 2018 7:14 PM in response to mercadoj

I just had the same thing happen this weekend. I’m going to Apple store this Wednesday evening.

this is crazy for the price you pay ,how Apple has not stood behind their products.

ill see what my results will be on Wednesday evening.

patty a

Jonathan UK

Level 10

164,015 points

Aug 28, 2017 11:58 PM in response to donnaf308

donnaf308 wrote:

The exact same thing just happened to me. .. How would you know if it is the battery swelling?

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:

Apple Watch Service Answer Center - Apple Support

Nov 19, 2017 3:50 AM in response to mercadoj

Just happened to me☹

Jonathan UK

Level 10

164,015 points

Jan 12, 2018 4:56 AM in response to yunhyang

The same advice applies as in my previous reply within this thread:

Re: Apple Watch (Gen 1) Screen fell off

Jan 28, 2018 9:41 PM in response to mercadoj

Just had this happen to my Sport Edition watch. Not impressed!!

Jonathan UK

Level 10

164,015 points

Feb 8, 2018 2:42 AM in response to rrekkspillmann

rrekkspillmann wrote:

Same here. Fell off while I work in my office.

Then follow the same instructions in my previous reply.

Mar 2, 2018 10:53 AM in response to mercadoj

Apple has your money. Their job is done at that point.

Mar 2, 2018 10:55 AM in response to MjBergoine

No they won't. You put in the serial number and they tell you it's not covered. NEXT!

Mar 2, 2018 10:57 AM in response to THEPIPERSSON

Replaced mine within a week

Mar 9, 2018 12:43 PM in response to timsidtim

Thank you timsidtim, I will try that first.

jgaseni

Level 1

4 points

Mar 25, 2018 10:13 PM in response to fayfromgreenfield

Just happened to me... I live in New Zealand and we don’t have Genius Bar nor Apple store in here...

ecc.sd

Level 1

8 points

Apr 21, 2018 9:35 PM in response to topgun1008

@topgun1008, actually mine was a gen 1, so my replacement was “only” a series 1 which didn’t come with GPS...

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Apple Watch (Gen 1) Screen fell off