Dreadful Apple Watch Service: Delays, Annoyances, and a Sudden U-Turn
On September 1, 2023, I went to Akasya Apple because I was having trouble with my Apple Watch SE 2nd Gen, specifically the strap and the fit of the watch. My appointment was scheduled for 7:30 PM, but they pushed it back to 7:50 p.m., which was already inconvenient. When I'm a few minutes late for an appointment, it's possible that it will be canceled, but this was different. I explained the problem for 5-10 minutes, but the response was that it was 'normal.' The main issue was a loose and imperfect fit when moving the watch's upper strap. Although I didn't expect it to fit perfectly, I did point out that it was a bigger issue than with other watches. However, after a half-hour, they claimed they couldn't send it for service because they hadn't encountered this issue before. After an hour, I finally spoke with the technical service manager, and things got even stranger. He spoke condescendingly and began comparing my plastic strap to the metal one on his Apple Watch Ultra. Despite their different materials, he advised me to purchase a new strap, claiming that it was not a problem for them. When I expressed my displeasure with his actions and mentioned customer satisfaction, he responded, "We can't please individual users like you." I contacted Apple Support the next day, explained my situation, and was scheduled for a new appointment at the Zorlu Center Apple Store. Meanwhile, I had lost 12 days. I went to my appointment at Zorlu Center on September 12, 2023, and they took care of my problem right away. My watch was sent in for testing after they discovered a problem, and I was given a replacement device. The entire procedure lasted until the 23rd of the month. I can't help but wonder how a defective product was not identified correctly and why I had to go through such a bad experience. You squandered my time and jeopardized customer satisfaction. I am adamant about taking appropriate action in this unpleasant situation.
