Apple Watch in Florida

[Hughseysar]

We had an awful experience when we went into the Apple store in Norwich , told us not covered as the whole screen had come off so we must have damaged it. Hubby got really angry and walked out.
I later called Apple Support and explained the who situation has how hubby never even realised until he actually cut himself swiping the screen. Like I said previously they were great , more then helpful.
But the store were awful

[Guest]

Originally Posted by Hughseysar

We had an awful experience when we went into the Apple store in Norwich , told us not covered as the whole screen had come off so we must have damaged it. Hubby got really angry and walked out.
I later called Apple Support and explained the who situation has how hubby never even realised until he actually cut himself swiping the screen. Like I said previously they were great , more then helpful.
But the store were awful

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The exact opposite of what DH was told then, he was told as the whole screen had not come off it must have been some other damage. The store were fine, they agreed the battery had swollen and there was no other damage, it was the people it got sent off to that objected.

DH had taken photos and whomever he was speaking to today was looking at the pictures and trying to make out that a crack around the edge meant it was accidental damage. They had acknowledged that the battery had swollen, so how on earth could they say a particular crack was due to accidental damage and not the battery expanding I do not know. I was just walking around Disney Springs when I noticed it. DH told the Apple guy that I would have needed to have fallen very awkwardly to have exactly hit it at the edge where it started to lift and surely if I had fallen wearing it or dropped it, there would be more than lifting around the edges.

[KeithOP]

I'd ask to speak to a supervisor. It's clear that Apple give their techs very strict guidelines on stuff (in the early days LOADS of claims were denied because the water sensor had tripped on phones even though they'd been nowhere near water) but the seniors can override.

It may help if you say that everyone you showed it to said it looked like a safety issue and were worried about the battery exploding.

It's a shame that for a premium brand Apple are like this it really is 50/50 as to whether they're amazingly good, or amazingly annoying

[Guest]

Originally Posted by KeithOP

I'd ask to speak to a supervisor. It's clear that Apple give their techs very strict guidelines on stuff (in the early days LOADS of claims were denied because the water sensor had tripped on phones even though they'd been nowhere near water) but the seniors can override.

It may help if you say that everyone you showed it to said it looked like a safety issue and were worried about the battery exploding.

It's a shame that for a premium brand Apple are like this it really is 50/50 as to whether they're amazingly good, or amazingly annoying

See more...

I took over from DH and gave them a call, made my feelings very clear and in particular that I would escalate as far as small claim court if required. About an hour later somebody called my DH back and said that free replacement or repair will be processed. But it should not have come to that, so we still very displeased. DH has never been a fan of Apple and says we are not buying anything from them again.