Mon 12 March: My Apple Watch developed a crack in the screen, so unnoticeable that 4 out of 5 friends surveyed found it hard to find initially. The physical crack prevented swipe right functionality, rendering the product unusable. Tried to book in online to an Apple Centre or repair centre, however no places available until Thur 15 March. Warranty runs out on 14 March!
Tue 13 March 2pm: Took it to Myer (place of purchase). Told by Myer Apple sales person that I should do a walk-in at the Apple Centre … they should “repair/replace under warranty as the fault is a single hairline crack and not a shatter”.
Tue 13 March 2:15pm: Initial Apple contact person at the Apple Centre asked if I had Apple Care as this would be covered by Apple Care otherwise I would have to pay costs irrespective of warranty. I did not have time to remonstrate with him to remind him that I should be well covered by standard Apple warranty and Aust. Consumer Law. Was ushered to the queue for repair assessment.
Tue 13 March 2:30 pm: 15 min pass while in queue (… I was wrong about not having time to remonstrate with the previous contact person. Berated myself for not multi-tasking.) Repair assessment person asked if I had an appointment; said I could make an appointment for Saturday. I reminded her that my warranty runs out tomorrow and needed to just have an initial brief assessment today. She told me to come first thing tomorrow at 9am and they should be able to squeeze me in.
Tue 13 March 2:40 pm: I returned to Myer to chance my luck at attempting to refund/exchange a faulty product under warranty. Myer rep told me that they were bound to Apple procedures and could not do a refund/exchange. I had to take it back to Apple.
Tue 13 March 3:15pm: I write this post sitting on a train frustrated with my experience.
- Has anybody had a similar experience with Apple/Myer?
- Is the Myer rep correct is telling me Myer is absolved of responsibility in this situation?
- I believe the Apple Watch should be repaired free of change (or preferably exchanged for new as per another post in this forum), as the watch face cracked without any direct trauma (ie it was not dropped, mis-handled or abused. It was used in accordance with instructions/guidelines). Am I correct in this assumption that this should be repaired/replaced for free?