A little while ago I had an accident that resulted in my Apple Watch screen smashing onto the ground, I needed a replacement and here is how that journey went.
Unfortunately Apple Support seems to have misled me somewhat and what should have been straightforward ended up taking longer than I expected, especially as I’ve come to depend on my Apple Watch and have been used to having quick turnaround times in the past.
I’ll preface this by letting you know that I do have Apple Care +, so I wasn’t concerned about getting a replacement from Apple and I knew that I’d be paying a reduced amount for a replacement - I was ok with this, it’s the reason I always get Apple Care +.
I contacted support via chat and made a genius appointment, expecting to walk in with my old watch and out with a refurbished one as per their normal iPhone process. On arriving and being seen by a genius I was told that they hadn’t had much training on Apple Watch and that they needed to contact someone else, once this happened I was told that they couldn’t replace like for like in store (maybe due to stocking?) but it would appear that they didn’t have any replacement watches to go out as they do for iPhones and iPads.
The process was the same as if I had done it via the support portal myself I.e.
- Contact Apple Support via the Apple Support site
- Engage in a chat session and let them know that you need a replacement due to breakage and want to claim one of your Apple Care + replacements
- You are instructed to unpair your watch from your iPhone
- You are sent a box in the mail and a charge for the replacement happens
- You send back just the body of the watch in the box and wait just over a week
This is the process, I’m keen to know if this has improved over the last 6 months given the watch is a more mature product now and I’d like to think that it’s simply a case of a like for like replacement.
Anyone done this in store?