Former loyal Apple customer
Former loyal Apple customer – extremely disappointed after being told my repair was covered I’ve been an Apple customer for many years. Between myself, my wife, and my kids, we’ve owned multiple iPhones, several iPads (including one that cost me £2,000), two MacBook Pros — the most recent costing over £2400 — and an Apple Mac. I’ve spent thousands with Apple and always defended the brand. I even bought two Apple Watch Series 10s when they came out. My wife uses one, and I used the other while keeping my Apple Watch Series 3 as my work watch. I’ve consistently invested in Apple products across the board. Recently, my Apple Watch Series 3 failed in a way I never expected. The battery swelled and pushed the screen off the watch. I contacted Apple Support and was clearly told the repair would be covered, even though the watch is eight years old. Based on that information, they booked me an appointment at the Manchester Apple Store. This is an hour’s drive for me. I wasted my time and my fuel because I trusted what Apple Support told me. When I arrived at the Genius Bar, I was told the exact opposite: The repair is not covered. Apple no longer repairs that model. The battery swelling is a “safety feature.” The watch is effectively unrepairable. I even showed the Genius Bar staff the messages from Apple Support confirming it was covered. Their response was simply that Support should not have told me that. So not only was the information wrong, but it directly caused me to make a completely unnecessary journey. I was also told this is normal for older Apple devices, including iPhones — that after a certain number of years, support stops, software updates end, apps won’t download, and customers are expected to buy a new device. For products that cost hundreds or even thousands of pounds, this is extremely disappointing. None of this is explained at the time of purchase. Apple does not tell customers that their devices have a limited lifespan or that support will simply end. Meanwhile, I have a gold watch made for the millennium that still works perfectly. I have analogue watches and inexpensive battery watches over 20 years old that still function fine. I may replace a battery occasionally, but the battery doesn’t explode or blow the face off the watch like my Apple Watch did. After years of loyalty, I feel let down. Apple Support gave me incorrect information, which resulted in a wasted journey, wasted fuel, and wasted time. The lack of long‑term durability in Apple products is shocking considering the price, and the inconsistency between Support and the Genius Bar is unacceptable. i Have old Nokia Phones that still work when i charge them. their not as good as apple but the still work as a phone years later I’m posting this here because customers deserve to know the reality: Apple devices do not stand the test of time, and being told one thing by Support only to be contradicted at the store is not acceptable. Apple should not be wasting customers’ time and money like this.