Apple turned the tide and created an online return method only for customers who purchased an Apple Watch Series 6 or Apple Watch SE with the wrong size Solo Loop or Braided Solo Loop.
The new Apple Series 6 and SE models can be purchased with new Solo Loop or Braided Solo Loop band options that do not have a clasp or fastener, instead using stretch to fit the hand . Since there is no tape sizing mechanism, the Solo and Braided Solo buckles come in nine sizes, resulting in fit issues.
As we reported on Monday, customers who ordered and received a new Apple Watch with a solo buckle or a braided solo buckle and then found that the strap did not fit properly were notified by Apple staff. that the only online return option involved returning the entire watch. .
Following customer complaints and attention to the problem, MacRumors can confirm that Apple has changed its policy and now allows the exchange of bracelets online without having to return the entire watch.
We were able to initiate an online band exchange without needing to return the Apple Watch this morning, which we were unable to do yesterday, which suggests the policy change happened today. Customers may return the ill-fitting bracelet and will receive a new one when the old one is received.
GameClub director Eli Hodapp, who first raised the issue of the comeback, was also able to initiate a comeback of his braided solo buckle without having to return his entire watch, and he also received a free sports band for his. problem.
Currently on the phone with Apple Support. They trade my group and prioritize replacements so they ship much faster than the store shows. They even allow me to order a third group to try to come back, just keeping the size between 6, 7 and 8 that works best. – Eli Hodapp (@hodapp) September 24, 2020
They also throw in a free Sport Band and apologize profusely. The agent kept saying, “We got it wrong, it’s on us”, and said if I don’t get a return label, just keep the original braided bracelet that came with my watch. What a complete turnaround from Monday’s response. – Eli Hodapp (@hodapp) September 24, 2020
We have seen others anecdotal reports similar situations on Twitter, where Apple allowed customers to get their bracelets back online without having to return the entire watch and wait for a replacement, which is a much improved solution as it takes weeks to wait for a new Apple Watch online. Stadium.
Since the launch of the Apple Watch Series 6, Apple has been able to perform in-store band swaps for those who got an ill-fitting band after getting the wrong result with Apple’s measurement tool, but everyone does not live near a store and not all. stores are open at the moment.
Store returns can be somewhat confusing for employees and the process can take some time as the exchange is worked out, but MacRumors has successfully launched two separate in-store tape exchanges.
For those who need to do an online band swap and want to be able to return the band without returning the entire watch, a phone call is required. Online support staff are unable to initiate this return process and it must be done over the phone.
Online Support should Know the new process and will direct users to the call, but if you’re having trouble with live chat, try a phone support solution.