Apple watch series 2 screen fell off out of warranty

Question

Level 1

23 points

Apple watch series 2 screen fell off out of warranty

I've had my 38 mm stainless steel case watch for about 14 months, last week I took it off the charger and put it on, when I looked down I was horrified to see the screen dangling from the cables. Screen came off cleanly, no cracks of any kind, just separated where it was glued to the watch, battery is not swollen. Made an appointment and took it in, the genius rep told me they only had a program for swollen batteries and that I must have damaged it, maddening to say the least. If I had damaged there would be cracks like you would see when you drop a phone, obviously the glue degraded over time and then failed.

Is anyone aware of any Apple program that would cover an out of warranty apple series 2 watch that had the screen fall off due to adhesive failing (or some unknown failure) and there was no fault by the owner?

Posted on Mar 21, 2018 7:21 PM

Reply

Answer 1

Sapperc

Level 1

9 points

Mar 25, 2018 10:48 AM in response to Kennethsci

Sad to say, but clearly Apple has a well established policy of non-support and blaming design and manufacturing flaws on user accidental damage. I just completed a week long ordeal of being refused service myself. My Apple Watch series 2 is only 10 months old. The face came off without warning. I mean completely detached. Only wires that connect to the underside left dangling. Like yours the edge of the face is still intact. That edge is not a seal but actually part of the face. That is where the face separates and detaches as reported by many, many people. A quick internet search leads to accounts of this issue all over the world. In my case it was there and then it wasn’t.. No notice, no warning, no sound, no feeling. Just gone. Didn’t notice until after it was missing. Retraced steps, but never recovered the face. According to Apple that contstitutes user modification and is specifically not covered under warranty or even out of warranty service! They refuse to service a device with parts missing. Absolutely insane! From my conversations with 4 different Apple support personnel, it is clear to me that even if I had been lucky enough to notice that the face detached in time to recover it, it is likely that Apple would then have denied repair under warranty, because their policy is predisposed to determining accidental damage which is only covered under their out of warranty or AppleCare+ services, both of which involve huge costumer expense.

Reply

Answer 2

Kennethsci Author

Level 1

23 points

Mar 25, 2018 9:55 AM in response to Community User

They told me to pound sand and the genius rep told me I damaged the watch, both totally clueless. There is absolutely no way to knock the face off with an external impact, the only way to get a non faulty screen off is to heat it up then use a tool to cut around and pry at the seam.

Reply