apple watch broken

laneypantsR

I hope someone can offer me some advice. I took out a 2 year payment plan around November 2016 to purchase an Apple watch 2 through the Vitality scheme with prudential.
All has been great and I love the watch, several weeks ago I noticed a hairline crack had appeared all around the edge of the screen, no chips, scratches or shatters. I am not aware of any incident that would cause this, its not been dropped or subject to any impact. Obviously as a watch it will have had a few minor knocks during day to day wear but nothing that stands out as an impact. I sent it to apple to inspect, they say the damage is not consistent with a manufacturer defect and therefore will charge me £213 for a repair.

Ive spoken to Vitality who have said that since Apple deem it not to be a manufacturing fault then I am not covered by consumer law and need to take it back up with Apple.

Can anyone advise how to proceed with this or am I fighting a lost cause? To spend £213 to fix a £369 watch that seemingly breaks through ordinary use does not fill me with delight!

Thanks in advance,

Elaine

powerful_Rogue

laneypantsR wrote: »

I hope someone can offer me some advice. I took out a 2 year payment plan around November 2016 to purchase an Apple watch 2 through the Vitality scheme with prudential.
All has been great and I love the watch, several weeks ago I noticed a hairline crack had appeared all around the edge of the screen, no chips, scratches or shatters. I am not aware of any incident that would cause this, its not been dropped or subject to any impact. Obviously as a watch it will have had a few minor knocks during day to day wear but nothing that stands out as an impact. I sent it to apple to inspect, they say the damage is not consistent with a manufacturer defect and therefore will charge me £213 for a repair.

Ive spoken to Vitality who have said that since Apple deem it not to be a manufacturing fault then I am not covered by consumer law and need to take it back up with Apple.

Can anyone advise how to proceed with this or am I fighting a lost cause? To spend £213 to fix a £369 watch that seemingly breaks through ordinary use does not fill me with delight!

Thanks in advance,

Elaine

You'll need an independent report stating that the fault with the watch is an inherent fault. You'll have to pay for the report, however if it goes in your favour, the retailer will have to refund the cost of the report along with providing a remedy (repair/refund/replace). A refund would be reduced to take into account the 7 months use you have had if that remedy is offered.

I would not personally class the Apple center as impartial - Its very unlikely they would say one of their products had an inherent fault - However going for a report and it not finding in your favour is a risk you will have to weigh up.

nyermen

Is it the sport or the watch model? I seem to recall the watch model has sapphire screen, the sport has a plastic injected one.
On the basis of the screen type, an independent report could then note whether that type of crack is consistent with damage or with a defect in the material.

laneypantsR

its just the i watch 2, not the sport model. Where would an independent report be obtained?

powerful_Rogue

laneypantsR wrote: »

its just the i watch 2, not the sport model. Where would an independent report be obtained?

Contact locals mobile repair shops and see if they repair watches.

laneypantsR

powerful_Rogue wrote: »

You'll need an independent report stating that the fault with the watch is an inherent fault. You'll have to pay for the report, however if it goes in your favour, the retailer will have to refund the cost of the report along with providing a remedy (repair/refund/replace). A refund would be reduced to take into account the 7 months use you have had if that remedy is offered.

I would not personally class the Apple center as impartial - Its very unlikely they would say one of their products had an inherent fault - However going for a report and it not finding in your favour is a risk you will have to weigh up.

Thank you, its a real pain as I asked if the inspectors had given an explanation of how such damage could occur without having received an impact, but all I got was that it wasn't consistent with manufacturing defects

Thanks for your response

IAmWales

powerful_Rogue wrote: »

Contact locals mobile repair shops and see if they repair watches.

A local mobile repair shop is unlikely to have the expertise to provide such a report. Knowing how to replace a phone screen does not make you a technical specialist They can give their opinion, but that's not going to be sufficient to override a report from Apple.

I'm not sure who you could approach that would have the requisite knowledge and be truly independent of Apple, at least not without spending a disproportionate amount.

bris

It's cracked so it's going to be pretty much impossible to rule out accidental damage.

powerful_Rogue

IAmWales wrote: »

A local mobile repair shop is unlikely to have the expertise to provide such a report. Knowing how to replace a phone screen does not make you a technical specialist They can give their opinion, but that's not going to be sufficient to override a report from Apple.

I'm not sure who you could approach that would have the requisite knowledge and be truly independent of Apple, at least not without spending a disproportionate amount.

We have one shop where I live that actually deal with Apple/Android Wear watches - That's why I said contact local repair shops to see if its a service they offer.

nyermen

its just the i watch 2, not the sport model.

Okay - that's actually the sapphire screen rather than plastic model then - ie. the more valuable one I think.
Having googled "apple watch dropped screen" all the photos are consistent with a typical "shattered screen". Not sure if that helps, if yours has a single crack instead it suggests something different.
Apologies I don't know where to go for an independent inspection.

Lee_Thorndike

My Apple Watch 3 screen has literally popped out of its base! I woke up this morning, took it off the charger, put it on and the screen dangled away from the base. It looks like someone has crept in overnight, taken a craft knife and cut around 360 degrees of the face panel and forced it open like a can of sardines!!

Immediately contacted Apple, arranged to see the Genius Bar at Apple in Solihull the next morning. Treatment was disgusting! Basically after a good shoulder shrug from the guy, he accused me of “Fair wear and tear” and as it is out of Warranty by 5 months and has slight hair line scratches around the outside of the case!! I would have to pay around £200+. Hold on...the watch is in what I would call mint condition as I predominantly use it during business hours, but isn’t the watch meant to used in Tennis, Squash, Swimming, Weight Training, Running????

I have since googled the issue and the internet threads/forums are full of incidents involving this very same issue. Basically the battery protector Gel Pack is expanding due to poor manufacturing and is in turn blowing off the watch face. Apple are presently offering a 3 year warranty on certain watches affected by this. HOWEVER, here’s the catch! I have to send it off to Apple and WILL BE CHARGED IN ANY CASE even if it is or isn’t a manufacturing problem! (According to the so called Genius). I further asked that if it was sent off, and “proved” by their (No doubt honest and trustworthy Apple techs) to be due to Fair Wear and Tear, would I have pay or could I refuse and have it returned? The Genius informed me that it WOULD HAVE to be Paid for!! ...I stormed out.

I have subsequently contacted Vitality Health as I have outstanding finance with their 3rd party partner on the watch, which forms part of the vitality rewards scheme. I actually pay very little or next to nothing in contributions each month as my Apple Watch tracks my fitness and I meet the criteria where Vitality pay for each months fee. Problem now is, until I get it fixed, I will have to forfeit points and pay the remaining £12.50 each month for the remaining 8 months as well as now being penalised for not accruing fitness points to reduce my annual premium as well!!
Vitality have Informed me that, if I take the watch to an official Independent Apple Approved Service Centre which has not got a “Genius Bar” (Initially very hard to find but have now found one in Nottingham - I live in Worcestershire). If I pay for an inspection report (£40) and it proves to be a Manufacturers Defect, I must pay for a replacement watch (apparently Apple only replace watches not the screens) then I would be able to claim the repair fee back from Vitality but not the inspection fee!!

Either way it lose - lose for me!

Can anyone help or advise? perhaps CCA 1975?