After two phone calls, one escalation, and one visit to my local Apple Store, they gave me a new one. When I got there they were preparing to send it back, because they don’t do watch repairs apparently. The person helping me did not know how to “escalate?” A repair for an Ultra 2 so she called her manager and he said, just do an exchange even though is out of the return window. I got 10.0 back. And of-curse I turned off all Auto Update.

Side note, they asked to see if my phone was updated, and when they saw I had 17.1 they said you running a Beta! I said I don’t do Betas. The person goes 17.1 is not even out… I’m like yes it is lol, it’s 2-3 days old! And we went back and forth until I asked, check your phone to see if there is an update… and there it was lol. You would think they would have team meetings and crossovers right?

  • KenTheStud@alien.topBEnglish
    1·
    1 year ago

    I have encountered this “beta” excuse as well both in store and with their technical support. It’s as if Apple’s staff have zero clue about their own products

  • JuanDelPueblo787@alien.topBEnglish
    1·
    1 year ago

    Had the same experience, only for a Series 9. Did a support call, and they set up an appointment. Went to the store, did the tests that confirmed it, and still had to call support. After an hour of back and forth got the express replacement approved. Still waiting for the express replacement to ship.

  • NlilNJA@alien.topBEnglish
    1·
    1 year ago

    I hope customers can understand that Apple technicians in the Genius Bar have limitations and have guidelines/protocols they have to follow.

    There is no “escalation” button in the Genius Bar. Apple support may escalate it, but the technicians cannot.

    If diagnostics is passing hardware, the device CANNOT be replaced systematically through the Genius Bar. It is then deemed software, which it is a software issue. It can be sent out for a restore, but that’s as much as they can do in-store.

    They want to help you as much as possible but their hands are tied. Since the watch was purchased recently, I’m assuming the technician went to a manager for help and asked for an exception, likely a retail swap so they can get you out of there.

    All in all, be kind to technicians in the Genius Bar, they want or help you and are generally knowledgeable but the system dictates what they can and cannot do.

    TLDR; there’s no “escalation” button for the Genius Bar apart from requesting to speak with a manager and somehow persuading for some type of exception.