Category Archives: Support

Oh no! My wife’s Apple Watch fell apart.

My wife's Apple Watch fell apart
My wife’s Apple Watch fell apart

Yikes! Recently, I came down for breakfast and found my wife looking upset . The back cover (which contains the heart beat sensor) on her Apple Watch had popped off when she removed the watch from its magnetic charger.

With a hand-held magnifying glass I carefully checked out the thin band of glue that encircled the sensor. The incredibly thin, flat -ribbon cable was still attached to the sensor and the back of the watch. 

My next step was to search “sensor popped off Apple Watch” using Google and I immediately found that we were not alone with this problem. One of my search links led to the Apple Watch customer support site on the apple.com web site. Over 490 people had reported to Apple that they had had this problem.

Most of the support messages said that we ought to simply take the watch to an Apple Store, and a Genius Bar representative would make things right. Sure.

My wife’s Apple Watch was one of the first groups manufactured and is almost two years old. In other words, it’s definitely out of warranty. Even with an Apple Care warranty, it would be out of the coverage dates. The watch is a stainless steel model and retailed for around $500 when we purchased it. “This can’t be good” I fretted.

For our family the nearest Apple Store is located in East Lansing, Michigan – about an hour away from where we live. Upon arriving the Apple Genius looked at the watch and stated that this was a known problem and that Apple had a program to take care of it. 

It seems that using body lotion or sun tan lotion causes the seal to weaken. Within a few minutes he had collected all the important information from me and said that a replacement watch would arrive within 3-5 business days. Since the watch was out of warranty, the price for the replacement was $249 – half the price of the original watch. But wait! Glancing to the right side of the work order/invoice I read what the customer was expected to pay. Obviously I was expecting to pay $249, but the amount showing what the customer was to pay was $0.00: Fantastic.

Five days later we received the replacement watch via FedEx. It was a “Like new” factory re-manufactured watch that was scratch-free and contained a new battery. I simply “paired” the watch with my wife’s iPhone and restored her data from a previous backup. It took less than a half-hour and all went well.

This experience is yet another reason that I’m a solid Apple customer and shareholder. To use that overworked term, Apple “gets it”. They understand that so-called “early adapters” are important to the long- term success of a product and the company that made it and sold it.

Kudos Apple!