Apple replaced broken watch I sent for repair and now billing me full cost!

Cannotrememberusername

Husband dropped his Apple Watch and smashed the screen (not debating it was his fault, even though it only dropped from 2 foot)

Contacted Apple to arrange for them to take a look at it, no more than that.

DH sends it off, and gets a text the next day saying a replacement is on the way, and today finds out they’ve debited our account for the full retail price of a new one.

He was never given the option to return his original watch (sentimental, as was a wedding anniversary present) or a cost estimate to repair!
Anyone have any idea what consumer rights we may have on this? It doesn’t seem right. He only wanted his original repairing!

How can they do this without prior consent?

marliepanda

Cannotrememberusername wrote: »

Husband dropped his Apple Watch and smashed the screen (not debating it was his fault, even though it only dropped from 2 foot)

Contacted Apple to arrange for them to take a look at it, no more than that.

DH sends it off, and gets a text the next day saying a replacement is on the way, and today finds out they’ve debited our account for the full retail price of a new one.

He was never given the option to return his original watch (sentimental, as was a wedding anniversary present) or a cost estimate to repair!
Anyone have any idea what consumer rights we may have on this? It doesn’t seem right. He only wanted his original repairing!

How can they do this without prior consent?

Apple do not offer screen repairs on Apple Watches.

https://support.apple.com/en-gb/watch/repair/service

Did he read this page...

soolin

What was Apple's explanation when you spoke to them?

Fosterdog

Apple always take card details and explain that they will send out a replacement (usually before the old one has even arrived with them and been looked at) but always explain that they will charge for the replacement if turns out to not be covered by the warranty.

Why else did he think he had to give them his card details?

SMCG

Asking for card details is almost normal. I called Carphonewarehouse about my mum's mobile. She put it on the top of her car at the Costco Warehouse when packing and left it there and drove off. So I called them and explained and he asked for her switch card number. I gave him this and then he said your mum is not covered by insurance. Fast forward 2 weeks and her bank statement is showing a debit for NORTON SECURITY and ARGOS HOME DELIVERY. Well that little creep used her card. This I am sure of.

TuppenceWorth

OP.
Inform apple that you don't want the replacement and you never asked for it.

Tell them you will return it (obviously don't open it) or make it available for collection. Tell them to give your money back. Also tell them want you want them to do with broken watch.

twhitehousescat

SMCG wrote: »

Asking for card details is almost normal. I called Carphonewarehouse about my mum's mobile. She put it on the top of her car at the Costco Warehouse when packing and left it there and drove off. So I called them and explained and he asked for her switch card number. I gave him this and then he said your mum is not covered by insurance. Fast forward 2 weeks and her bank statement is showing a debit for NORTON SECURITY and ARGOS HOME DELIVERY. Well that little creep used her card. This I am sure of.

and the expiry date , and the 3 numbers on the back?

SMCG

This was asked for and was given. I had no doubts about giving it. Argos said the goods were delivered to an address in London. My mum stays in Glasgow.

SMCG

Carphonewarehouse just happens to be in London.

marliepanda

TuppenceWorth wrote: »

OP.
Inform apple that you don't want the replacement and you never asked for it.

Tell them you will return it (obviously don't open it) or make it available for collection. Tell them to give your money back. Also tell them want you want them to do with broken watch.

The broken watch won't even exist anymore, itll be binned or scrapped for parts.

Without knowing the exact conversation they had with Apple its impossible to know who has been in the wrong here, but Apple do not repair screens, so a repair would never have been possible. It was simply a case of if this a warranty replacement or not, and they billed them as it was not (and clearly got his card details from somewhere) Someone has got wires crossed...

marliepanda

SMCG wrote: »

Asking for card details is almost normal. I called Carphonewarehouse about my mum's mobile. She put it on the top of her car at the Costco Warehouse when packing and left it there and drove off. So I called them and explained and he asked for her switch card number. I gave him this and then he said your mum is not covered by insurance. Fast forward 2 weeks and her bank statement is showing a debit for NORTON SECURITY and ARGOS HOME DELIVERY. Well that little creep used her card. This I am sure of.

Whilst this is a lovely story it has nothing to do with the OPs issue. Everything apple has done is in line with the policy and procedure outlined on their repair website. What the issue is is: did Apple mislead OP's husband into thinking a screen repair was possible, when they flat out dont do then for any reason, or did the OP's husband misunderstand...