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Level 1

31 points

hairline crack on their new Apple Watch 3 (Aluminum Case)

I've had my watch for about 2-3 weeks now. I'm an office manager, which means just regular day-to-day tasks at the office. I run with my watch daily as well. One day taking it off the charger, I see a hairline crack right down the middle diagonally on the watch. I sent the watch in to Apple to get it checked out, and they said in person the techs didn't see ANYTHING on my watch. I got it back, and sent it pictures with the representative via chat, she sends the pictures to the techs, and they say based off the pictures that its a scratch and not a crack. I'd like to know if anyone else has experienced something like this (with the hairline crack not Apple experience).

<Re-Titled by Host>

WATCH SERIES 3 (GPS + CELL) ALUM 42MM, iOS 11.0.3

Posted on Oct 25, 2017 1:25 PM

Best reply

Jonathan UK

Level 10

163,775 points

Posted on Oct 25, 2017 5:56 PM

Some other users have certainly experienced issues with scratches, which result from contact of some kind.

It is possible that you have only scratched through the fingerprint-resistant, oil repellent coating. It is normal for this coating to wear away under normal use, but it may have become scratched without damaging the screen beneath.

Unless the issue is due to a manufacturing defect, cosmetic damage - including scratches - is not covered under either Apple's Limited Warranty or AppleCare+.

Apple does not offer a screen repair or replacement service for Apple Watch and Apple Watch is not user-serviceable. Your watch may instead be eligible for chargeable, out-of-warranty service.

You may wish to consider contacting Apple Support again (mail-in service may be available, if required), making a Genius Bar reservation or visiting an Apple Authorised Service Provider with a view to having your watch re-inspected and to establish any available service options, likely timescales and cost:

Note that, whether you have scratched the screen or not, note that Apple does not recommend using cleaning products or polishing or buffing the watch with abrasives; these will wear away the coating and may also (further) scratch the display.

Otherwise, a good quality screen protector (of the thin film type) may be effective in obscuring or reducing the visibility of the mark, as well as in providing some measure of protection against future damage.

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29 replies

Jun 12, 2018 7:45 AM in response to Ralph Bray

I posted a reply & had it taken off. I will try again. Sounds like it won’t be accepted as a design fault, like mine. There is an issue with battery swell on some watches. This is when all the glass has lifted. Take it to an Apple repair centre in person, it’s easier than sending it away. Make appointment first before going. If it’s out of warranty repair, it will be an expensive crack. No one has access to spare screens either away from Apple.

I paid the money, reluctantly. Total cost of my watch is now£710. This will be my last Apple Watch.

dtrerise

Level 1

4 points

Jun 30, 2018 3:26 AM in response to Ealhayek

Same as my watch, i have a hairline crack that goes across the screen at the 6oclock mark and have lost all touch below that point cant even unlock the watch with the passcode. of course they said its my fault and need me to pay for the repair on a two week old watch. Sorry not going to happen, i ordered another--- we will see what happens. Im going to keep the other watch until they have a recall--- which i'm sure they will eventually.

Jun 30, 2018 5:50 AM in response to dtrerise

I don’t think there’ll be a recall. Apple can’t afford to admit to producing a sub standard item.

Look how long it’s taken for iPhone 6 batteries to be recognised & price dropped to change. But still, the customer is paying.

Jul 1, 2018 3:58 PM in response to dcllea

I got my watch 3 1week ago.. yesterday screen was unresponsive... on closer look saw hairline crack... watch is completely dead and offline... no impact to watch... similar to you in wearing watch everyday for 25 years and never had a cracked bezel... not sure what happened

Branta_uk

Level 7

32,434 points

Jul 2, 2018 4:37 AM in response to dtrerise

@dtrerise I think you made the wrong decision. Apple doesn’t normally do a physical repair, they just ship a replacement watch so you missed the opportunity to get a new watch at the repair price. Full product recall is unlikely any time soon, and if it ever comes your watch will be unserviceable with also a dead battery from being left to lie discharged for too long.

yesraz89

Level 1

13 points

Jan 25, 2018 8:42 PM in response to jnoott

I am going through the same issues right now. Hair line crack and screen not functioning to touch. We’re you able to fix the issue?

May 6, 2018 3:06 PM in response to Ealhayek

Apr 12, 2018 4:01 AM in response to FifiOHarrah

There is also another thread about this

Apple Watch series 3 screen crack

gpk_aw3

Level 1

4 points

Dec 17, 2017 8:01 PM in response to jnoott

Hi,

How old was your device?

jnoott

Level 1

4 points

Dec 17, 2017 11:11 PM in response to gpk_aw3

I got it at the end of September - so ten/eleven weeks ago

Jan 26, 2018 1:03 AM in response to yesraz89

When it was sent for repair, they deemed it a scratch not a crack so it was just returned. My fear is that it will now get water damaged because I clearly believe it is a crack. Hope I am wrong!

Mar 29, 2018 7:57 PM in response to dcllea

Hi. What was the assessment

deggie

Level 10

167,183 points

Apr 16, 2018 6:25 PM in response to davefromcardup

That is fine by me, I don't care what you buy.

May 6, 2018 3:07 PM in response to Prattmeyer

Hairlne crack that wont rubout

hairline crack on their new Apple Watch 3 (Aluminum Case)