Apple refuses warranty repair

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A few days ago my wife's Apple watch series 2 began to display the Apple logo for no apparent reason. She checked the watch app on her phone and found the system update spinner in the watch app on the phone was spinning and would not stop. The next step was to call Apple support. The level 2 tech support guy had her unpair the watch from the phone and ultimately she was informed that the watch needed to be sent in for a reset since the watch continued to only display the Apple logo screen. Since we are soon leaving on a long vacation, we took the watch into the Apple store hoping they could reset it on site. They could not and she agreed to let them send it in for a reset. The next day we got an email from Apple that it would cost approximately $250.00 to repair the watch. When we called to inquire about the charge we were told that their diagnostic software detected some non-apple parts in the watch and we were questioned as to whether we had had the watch repaired at an unauthorized dealer. We were stunned. We are in our 70's and wouldn't dream of opening up any of our 7 apple devices or have them serviced by anyone but Apple. Especially since the watch is under warranty and we live just 10 minutes from an Apple store. Apple was provided with a receipt showing that the watch was purchased from an Apple store in Houston. A tech guy with Apple is looking into this and hopefully will resolve it but he wasn't sure it was possible. Has anything like this happened to anyone else?
 

chscag

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I'm sure that someone at Apple will sort it out for you. I doubt seriously that there are repairers out there who would tear into an AW and place non Apple parts in it. Don't give up on getting it repaired under warranty. Elevate it to a supervisor or manager if you have to.

I have heard of Apple refusing to repair items that had been modified or opened up and damaged while under warranty. That's normal business practice for any manufacturer. We get a lot of "I spilled a liquid on my MacBook Pro, or dropped my iPhone in the bathtub" type questions also.
 
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And if all else fails send an email to Tim Cook, CEO of apple. I have read many reports of how that has help to get issues resolved. The address is monitored and from all I have read, someone will respond. Try it - can't hurt! The address is [email protected]

Lisa
 

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