If you receive a text or email from Apple stating that the Apple Watch Series 6 order cannot be processed and calling them, be careful what the person on the phone says.
I had the misfortune to receive such an email earlier today.
And that’s literally all this email said. No problem or justification was stated. I just got my order number and was told to call 1-800-MY-APPLE. Considering that it took several attempts to get my order, I immediately suspected that it had something to do with payment. Ironically, I paid with an Apple card, but the Apple Store online app suffocated over it during several attempts on both the iPhone and iPad Pro. I spent over 20 minutes trying to reach a hangout by accepting terms and conditions that did not exist. But it finally went through when I walked away from Apple Pay and bought on Apple.com.
After a few minutes on the phone this afternoon, I was told that the problem was the Watch Band I chose. Apparently, Apple handled the transition to their seasonal Watch Bands extremely poorly this year. There were bands available in the electronic Apple Watch Style Chooser when pre-orders opened, which have since been discontinued, and thus forced customers with the accident to choose one. Really, Apple? REALLY???
I chose Charcoal Gray Sport Loop, but to be honest I could not give less out of the band right now. I have a band. I needed Series 6 to review this site. We just mortals do not get free from Apple in advance, on time or at any time. I’m not complaining about that. I know my place in the food chain, and have no problems with it. But that’s why I’m always there, ready to go as soon as pre-orders open every time. If it had not been for Apple’s payment adjustments in the Apple Store app, I might already be here. What I’m having trouble with is Apple screwing up people’s order for stupid nonsense like not getting their own bands right.
Then back to the guy in Apple’s customer service department on the phone. While he had a good attitude and really tried to be helpful, he took up an hour and a half of my afternoon workday. More specifically, he told me that I had to cancel my original order and create a new one to remove the issue with the discontinued band. More on that in a second.
He gave me a free Watch Band for my problems, which seemed pretty cool at the time. It was until the new Watch order he placed for me, came back with a 7-week shipping time after an hour and a half on the phone. From the middle of next week to November. Damn. I knew it was not going to fly, but I just had to get off the phone and go back to work.
In retrospect, I should have waited and called from home this evening. I was in the middle of several tasks and was still trying to get some things done while I was on the phone because it took so long. I had people coming in and out and asking me questions. I was distracted to say the least. I thought through everything after I left work, and I began to doubt what the guy from customer service told me, especially that my order had to be canceled. I got the feeling that he really did not know what he was doing and that I gave him a pass because of the free band and how distracted I was.
It turns out I was right. He was 100% wrong when I had to cancel the original order. He could have swapped the band for another, and even though I might have been bumped a day or two, my original order would still have gone through. While I was on the phone to confirm that fact tonight, I asked if I could have my order reinstated. Unfortunately, I was told it could not be done. I was then transferred to a gentleman in sales who did not have the ability to fix the situation, but who knew more about what he was doing than anyone else I spoke to today.
Obviously there was a 7 week lead time for my new order due to the second Watch Band I chose, which was a bit more than a random choice to get the new order completed this afternoon. If the first guy had done some digging, he could have done a lot better.
The gentleman on sale found a pair of Watch and Band combinations that were available as soon as October 6, but that was the best he could do for a stainless steel watch in gold. Looks like BestBuy might hit it off, so I’ll give them a shot. I thanked him for the time being, because he checked the lead time of several bands for me. I wish I had gotten him on the phone this afternoon.
So if you happen to get one of these texts or emails from Apple, be aware. If the person you get when you call sounds like they do not know what they are doing, do not assume it. They probably do not. Ask for a conductor and have them replace your Watch Band selection. Then you should be fine.
I have to say that I’m pretty disappointed with Apple’s customer service all day. Other than the attitude of the people on the phone, it was pretty bad. The way they fought against their own band selection on the day of the event was particularly bad form. This was one of my first bad support experiences with Apple, but it will give a bad taste for a while.