Imperfection in the Sport Strap

[Beechy]

Hey all!

Got my Apple Watch Sport 42mm with white strap on Friday, and am loving it. I've had a couple of small issues. The first is the accuracy of wrist raise activation (which I assume will be tweaked with software updates) but the one I wanted to discuss in this thread was two marks on the top portion of the sport strap.

Upon opening my Apple Watch, and putting it on for the first time, I noticed that on the top portion of my sport strap, there are two marks. The only way I can describe them is that they are like grease stains.

The marks are difficult to pick up on the camera, but are very noticeable under particular light. I tried living with it on Friday / Saturday... But it's really bugging me whenever I look at the watch.

I've attached an image to highlight one of the marks (the one which is bugging me) there is another one further down the strap.

I'm just in the process of contacting Apple support to see what can be done.

 

[SR71]

Bring it to an Apple Store. You just paid $400+ for your watch and you deserve to get a perfect one. My watch came with slight scratches in the metal of my Space Gray Sport and although they're not very noticeable most of the time, in certain lighting they're super annoying to have to look at considering I just got this 36-ish hours ago and it hasn't been hit against anything (it came out of the box with the scratches and there's even slight scratches in the composite back where the sensors are located. I'm bringing it in to Apple tomorrow to get it looked at.

 

[Beechy]

Apple Support web chat couldn't help me. They agreed that it should be replaced, but they were not able to over the online chat. So they suggested a call back from the AppleCare telephone support... Strangely their call back slot was 5PM today, however as I pointed out to them I was able to get a call back via their support web-site within 1 minute.... I am now on a call with them.

The phone support rep told me that because its not a technical problem, and that is is cosmetic, that I need to take it into an Apple Store, who will then inspect the watch and provide a replacement band. He was unable to tell me if Apple Stores are stocking replacement bands... All he could do is book me an appointment with my local Apple Store and give me the number to call them to find out if they are infact stocking replacement bands.

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The earliest slot he could get for me is for nest Saturday... He gave me the number to phone my local Apple Store, however, all I get is some marketing about Apple Watch, then the following, followed by it hanging up on me:

Thank you for calling the Apple Store *****. Have a great day.

I tried calling other stores and get the same message My local Apple Store is about 50miles away, so i'd prefer to call them before I show up!

 

[bob24]

Not sure about the U.S., but here in Ireland they have a sales support team (different from tech support). I have called them about an iPhone that was delivered damaged in the past, and they did arrange for a new one to be shipped.

 

[Marshall73]

Bring it to an Apple Store. You just paid $400+ for your watch and you deserve to get a perfect one. My watch came with slight scratches in the metal of my Space Gray Sport and although they're not very noticeable most of the time, in certain lighting they're super annoying to have to look at considering I just got this 36-ish hours ago and it hasn't been hit against anything (it came out of the box with the scratches and there's even slight scratches in the composite back where the sensors are located. I'm bringing it in to Apple tomorrow to get it looked at.

Do it over the phone, the store can't do anything about replacing it, they just call customer service for you. If you call them yo will get to speak to a line manager who you can send pictures of the scratches too and they can see about replacing it. Apple will pickup yours and order a replacement.

 

[SR71]

Do it over the phone, the store can't do anything about replacing it, they just call customer service for you. If you call them yo will get to speak to a line manager who you can send pictures of the scratches too and they can see about replacing it. Apple will pickup yours and order a replacement.

Yup, that's what I did. They're gonna give me a call back tomorrow and speak to me about possibly getting a replacement right from my local Apple Store so that I won't have to go days without the watch.

 

[ninjadex]

So they suggested a call back from the AppleCare telephone support... Strangely their call back slot was 5PM today, however as I pointed out to them I was able to get a call back via their support web-site within 1 minute....

Most likely they were offering you a time slot to speak with someone who is specifically handling Apple Watch issues and replacements. Unfortunately the 1-minute callback specialist wasn't so agreeable.

Try again, and you might get somebody who has a better understanding of the issue.

 

[Poochi]

Order another one online.
Return this one before the 2 weeks is up.

With queues now into June/July, who knows if the store would have a band to replace yours.

 

[lsutigerfan1976]

Order another one online.
Return this one before the 2 weeks is up.

With queues now into June/July, who knows if the store would have a band to replace yours.

Wouldn't it be easier to either just ask for a new band? Or have him purchase a new band. Keep the new one. And send the old one back in the box the new band comes in, and tell them it is defective? This way they keep the watch in the meantime.

 

[Javidaboii]

Same issue here with my sport band!

 

[Beechy]

So i rang up my local Apple Store and they finally answered. The person there was confused as to why AppleCare had booked an appointment in with the store, as he said they didnt have any Apple Watch product or accessories..... he also mentioned that they wouldn't for the foreseeable. He recommended i ring back AppleCare and escalate my issue.

I then rang back AppleCare, spoke to a lady who reviewed my case (this was very efficient as she found my watch and previous case from my email). She then said she would get me through to her line manager.

I then spoke to her line manager, who was very lovely, and explained my issue. She was shocked when she saw the images I sent and put me on hold while she spoke to the apple online support team. When she came back she said that I would be able to get a replacement. She mentioned that there were alot of orders for the sport band, but that I would be given priority as an early adopter; but that delivery would still be June time frame.

She did not accept June as acceptable, so she has asked if I can give her 24 hours to find an alternative. She will call back before 3pm tomorrow with a solution....

Here's hoping!!

 

[Kent01]

Order another one online.
Return this one before the 2 weeks is up.

With queues now into June/July, who knows if the store would have a band to replace yours.

They aren't into July I know that. I ordered a 38mm white sport on Thursday and it's being delivered tomorrow along with my 38mm Space Grey.

 

[nasa25]

I have a black speck on the hole portion of the s/m white band on my sport. Was like that out of the box. I think I'll just live with it unless apple implements in store band exchanges.

 

[discorevilo]

So i rang up my local Apple Store and they finally answered. The person there was confused as to why AppleCare had booked an appointment in with the store, as he said they didnt have any Apple Watch product or accessories..... he also mentioned that they wouldn't for the foreseeable. He recommended i ring back AppleCare and escalate my issue.

I then rang back AppleCare, spoke to a lady who reviewed my case (this was very efficient as she found my watch and previous case from my email). She then said she would get me through to her line manager.

I then spoke to her line manager, who was very lovely, and explained my issue. She was shocked when she saw the images I sent and put me on hold while she spoke to the apple online support team. When she came back she said that I would be able to get a replacement. She mentioned that there were alot of orders for the sport band, but that I would be given priority as an early adopter; but that delivery would still be June time frame.

She did not accept June as acceptable, so she has asked if I can give her 24 hours to find an alternative. She will call back before 3pm tomorrow with a solution....

Here's hoping!!

Have you herd back about this? If so, what did she say- I hope it was some good news!

 

[Beechy]

So I heard back from them today.

The replacement in June was for a complete replacement of the watch. Which clearly wasnt what I needed. So she had spoken to the Apple online store team, and the engineering team.

Both departments wanted me to sent the strap back to Apple.

1) The online store team said they would get me a replacement within 2 weeks
2) The engineering team couldnt give me an ETA, but they said it would be quicker than the online team.

Clearly, both of these options suck, as after waiting so long for the watch, to have it and not be able to wear it sucks.

I was planning on buying the green band anyway, so I've purchased it, and she told me to call back once I am ready to send the strap in....

 

[discorevilo]

So I heard back from them today.

The replacement in June was for a complete replacement of the watch. Which clearly wasnt what I needed. So she had spoken to the Apple online store team, and the engineering team.

Both departments wanted me to sent the strap back to Apple.

1) The online store team said they would get me a replacement within 2 weeks
2) The engineering team couldnt give me an ETA, but they said it would be quicker than the online team.

Clearly, both of these options suck, as after waiting so long for the watch, to have it and not be able to wear it sucks.

I was planning on buying the green band anyway, so I've purchased it, and she told me to call back once I am ready to send the strap in....

My band is going back and I was talking to Apple this morning about it. Basically I was told that the wait time can be up till June, but really they couldn't give me an estimate on when it would be dispatched at all. When they receive my band they will start the shipping process and then may be able to give me a better estimate of time, but until that point it's just "june" to avoid disappointment if the wait is longer. The lady on the phone told me she hopes that it would be much quicker than that, but unfortunately it'll be a just wait and see!

I have ordered a sports band that is dispatching between 15th May and 29th May so hopefully if there is too long of a wait that will come in the mean time to give me something to wear the watch with!

No looking forward to loosing the ability to wear my watch after having since Friday to fall in love with it! My band is being picked up by tomorrow.

 

[Beechy]

My band is going back and I was talking to Apple this morning about it. Basically I was told that the wait time can be up till June, but really they couldn't give me an estimate on when it would be dispatched at all. When they receive my band they will start the shipping process and then may be able to give me a better estimate of time, but until that point it's just "june" to avoid disappointment if the wait is longer. The lady on the phone told me she hopes that it would be much quicker than that, but unfortunately it'll be a just wait and see!

I have ordered a sports band that is dispatching between 15th May and 29th May so hopefully if there is too long of a wait that will come in the mean time to give me something to wear the watch with!

No looking forward to loosing the ability to wear my watch after having since Friday to fall in love with it! My band is being picked up by tomorrow.

The Apple rep I spoke to said there was no time limit on getting a replacement band. So we were both happy to wait until I got my green band before starting the replacement process.

What is wrong with your band?

 

[discorevilo]

What is wrong with your band?

There are some deepish scratches in on the polished surface of the magnetic clasp for the loop - It wouldn't bother me except that they were there from when I first received it and I somewhat felt that for the price, that wasn't really acceptable.

Unfortunately as they already started the return process they cannot now cancel it. Had I known there would be such a delay I would have suggested waiting for an alternative band to be available to them, I even asked if I could wait until one could be sent to my local Apple Store and then I exchange it there but was told no. The first advisor I spoke to (on the 25th) seemed to think my replacement would be shipped the same day my original band was returned. It was only after the return had been started I thought about ordering the sports band just incase of a delay and quickly ordered one! The blue had a 2-4 week dispatch time so I just ordered that. I'm glad I did now, because I don't want to risk waiting until June!

 

[Beechy]

Been reading on another thread that Apple have been giving compensation in the form the value of around $100? Going to contact my rep and see what she says. May wait until i send the watch strap off though.

 

[discorevilo]

Been reading on another thread that Apple have been giving compensation in the form the value of around $100? Going to contact my rep and see what she says. May wait until i send the watch strap off though.

I was planning on seeing if I could get anything depending on the length of the wait. If it's more than a week I will be calling to find out.