Entire Apple Watch Series 6 package must be returned if Solo Loop, Braided Solo Loop don't...

Posted:
in Apple Watch edited September 2020
New Apple Watch Series 6 owners who find that their Solo Loop or Braided Solo Loop fails to provide a proper fit are required to return the whole product -- Apple Watch and band -- to Apple for replacement.

Braided Solo Loop


While a more logical, economical, and environmentally conscious policy would call for customers to send in the poor fitting band for replacement, Apple requires a complete return because the setup is considered a "configure to order" purchase. The policy was noted by new Watch owner Eli Hodapp, who shared an interaction with Apple support on Twitter.

"My choices are deal with the wrong sized band, or return the entire thing (watch and band) then re-order one size down which will not arrive until late November," he said in a tweet. "I wish I could figure out why the Apple product experience once you get anywhere near support is a complete nightmare."

Other customers have taken to social media to voice disappointment at Apple's decision.

New for 2020, the Solo Loop and Braided Solo Loop are sized-to-fit band options that provide a snug fit without clasp or buckle. Apple offers a printable guide for the new sizing system, which allows users to select from nine different lengths. Still, the method is far from fool-proof, and some buyers who fall in between two sizes are regretting their original choice. In-store try-ons are preferred, but many Apple retail outlets are closed in the U.S.

With the Series 6 in short supply, Apple's return conditions mean customers who send back their Watch will have to wait weeks or months to receive a substitute. As highlighted by MacRumors, some users have been able to exchange bands at an Apple Store, but that avenue is not guaranteed. Aside from ongoing coronavirus closures, the new bands are in short supply both online and in physical stores.

AppleInsider reader "NYRfan4ever" also had better luck at their local Apple retail location. A manager at the outlet allowed the purchase of a proper-sized band and said the ill-fitting accessory that came with the original Watch configuration could be returned for a refund.





For more information about Apple's Solo Loop and Braided Solo Loop, check out AppleInsider's hands-on evaluation.

Updated with information about Apple Store exchanges.
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Comments

  • Reply 1 of 57
    I’m worried about this too. I ordered a band size that I think will fit not thinking that I’ve lost weight recently and my sport bands have to be tightened one hole more. If I gain the weight back it’ll be too tight so I hope it’s got some give. 
  • Reply 2 of 57
    mac_dogmac_dog Posts: 1,066member
    Here we go,,,
    caladanianpscooter63pulseimageslkrupp
  • Reply 3 of 57
    jccjcc Posts: 323member
    Blame Cook. He doesn’t know what he’s doing with product and customer service.
    entropyscaladanianpulseimages
  • Reply 4 of 57
    My Watch order was canceled today out of the blue stemming from an email asking me to call Apple. I ordered a normal Sport Loop with the SS S6 44mm...and apparently the configuration is no longer listed on Apple’s website. I wasn’t offered a swap — only informed that my launch day order would be canceled and I could do a new order...most Watches are now shipping in October and November. 
    :(
    edited September 2020 pulseimageslkrupp
  • Reply 5 of 57
    I made an appointment at the Apple store and picked up the series 6 with a white band. I was upgrading from the series 5 and brought my watch and white band with me once the order was complete and I paid for everything The sales associate asked if I wanted to keep the band from the series 5, of  I said yes he then had to write up a return slip for the watch band that came with series 6 to allow me to exchange the band for a new color. The band f the new watch does not come in the watch box with series 6, it’s a separate box as if you were buying a watch band as an accessory. In fact within the Apple Watch box they have a cardboard box in the package that is completely empty resembling what a watch band would be boxed in like prior models, seems such a waste of packaging material.
    caladanianpscooter63lkrupp
  • Reply 6 of 57
    flydogflydog Posts: 1,123member
    jcc said:
    Blame Cook. He doesn’t know what he’s doing with product and customer service.
    Really?  This is how returns have worked since the dawn of retail.   If you buy a TV and the remote is broken, you need to return the entire TV and exchange it for a new one.   

    And what's the difference?  You get a new watch along with the correct band.  The only one who seems to be losing out here is Apple. 

    Get a clue.
    ronnforegoneconclusionDogpersonpscooter63
  • Reply 7 of 57
    jcc said:
    Blame Cook. He doesn’t know what he’s doing with product and customer service.
    Yes. Right. That's why Apple consistently leads the entire industry in customer satisfaction ratings. 

    Idiotic comment.
    ronnmac_doguraharamikeybabessvanstromDogpersonpscooter63lkrupp
  • Reply 8 of 57
    thrangthrang Posts: 1,005member
    Just happened to me this evening - order the Watch Edition size 8 - I was between a 7 and 8 with the paper guide - but I find it too loose. Could not exchange the band only

    I guess this is because each combination is a separate complete SKU? But they should manage this better. It's wasteful to return the entire Watch for a different size (Apple has to refurbish it and can't sell it as new, so figure it out Apple...)
    hammeroftruthcaladanianlkrupp
  • Reply 9 of 57
    No charger to save e-waste but have to return the whole watch to exchange a band. Yes Apple really cares. 
    svanstromcaladanianlkrupp
  • Reply 10 of 57
    Requiring the Watch and band be returned  lessens the opportunity for scammers to profit from returning only the band.. it also forces customers to pay more attention to what they are purchasing. 
    ronnpscooter63
  • Reply 11 of 57
    No one has mentioned the fact the their is a difference not only with the recycled metals but the fact that their are still two difference kinds of glass being used. X-ion and sapphire glass. This was not mentioned when you build your modle on builder.  I got stuck in this situation with getting the aluminum without the sapphire. The dumb specialist had no clue! Tim got to go! 
  • Reply 12 of 57
    For my Apple Watch Series 3 I made the mistake of taking the default band with holes in it. It never fit. For my Series 5 I ordered the band that looks like velcro, and it always fits because it permits an infinite range of sizes. It's like a car with a Continuous Variable Transmission vs a car with gears: guaranteed satisfaction at any speed (or any wrist width.)
  • Reply 13 of 57
    Funny comments but true and i agree....there’s no such thing as always perfect. There are other options to go like Samsung or Chinese ones.....
    hammeroftruth
  • Reply 14 of 57
    Silly, sloppy, unforced error. Needless extra hassle for consumers, and extra costs for Apple.

    Quite apart from which, these two Watch bands are the weakest in their lineup.
  • Reply 15 of 57
    elijahgelijahg Posts: 2,753member
    flydog said:
    jcc said:
    Blame Cook. He doesn’t know what he’s doing with product and customer service.
    Really?  This is how returns have worked since the dawn of retail.   If you buy a TV and the remote is broken, you need to return the entire TV and exchange it for a new one.   

    And what's the difference?  You get a new watch along with the correct band.  The only one who seems to be losing out here is Apple. 

    Get a clue.
    No it's not. When a Macbook PSU fails Apple doesn't replace the entire Macbook. When a lightning cable fails Apple doesn't replace the iPhone it came with. People are losing out because they are having to wait months for a replacement. Get a clue.
    80s_Apple_Guyright_said_fredgatorguygoodbyeranchcaladaniananantksundaram
  • Reply 16 of 57
    Anilu_777 said:
    I’m worried about this too. I ordered a band size that I think will fit not thinking that I’ve lost weight recently and my sport bands have to be tightened one hole more. If I gain the weight back it’ll be too tight so I hope it’s got some give. 
    Seriously? There is a fat wrists joke in there somewhere. 
  • Reply 17 of 57

    elijahg said:
    flydog said:
    jcc said:
    Blame Cook. He doesn’t know what he’s doing with product and customer service.
    Really?  This is how returns have worked since the dawn of retail.   If you buy a TV and the remote is broken, you need to return the entire TV and exchange it for a new one.   

    And what's the difference?  You get a new watch along with the correct band.  The only one who seems to be losing out here is Apple. 

    Get a clue.
    No it's not. When a Macbook PSU fails Apple doesn't replace the entire Macbook. When a lightning cable fails Apple doesn't replace the iPhone it came with. People are losing out because they are having to wait months for a replacement. Get a clue.
    You should have used the sizer tool on the Apple website. I did and it gave me a perfect fit. You screwed it up and now you wait because it’s on back order. Too bad, stop whining.

    Get a clue.
    edited September 2020 ronninTIMidator
  • Reply 18 of 57
    MplsPMplsP Posts: 3,911member
    thrang said:
    Just happened to me this evening - order the Watch Edition size 8 - I was between a 7 and 8 with the paper guide - but I find it too loose. Could not exchange the band only

    I guess this is because each combination is a separate complete SKU? But they should manage this better. It's wasteful to return the entire Watch for a different size (Apple has to refurbish it and can't sell it as new, so figure it out Apple...)
    I don't think Tim Cook has anything to do with this, but I agree, Apple needs to figure it out. On the bright side, there will probably be a whole bunch of 'refurbished' apple watches available - time to start watching the web site!

    Edit: As Flydog said, the one losing out here is Apple, but that's not actually true. All of this is a cost to Apple that we end up paying as consumers.
    edited September 2020
  • Reply 19 of 57
    I received my watch today and discovered the above mentioned sizing constraint. I took it to my local Apple Store who exchanged my oversized Braided Band (Size 11) for a gift card. I kept my Titanium Watch even though they did not have any Braided Band in stock for an exchange.

    Prior to going to the store, I knew the store did have any Braided Bands in stock, so I purchased a Sports Band (Size 10). This size seemed to be the proper fit. I did noticed the band was slightly tight when I first put it upon my wrist. After a minute or less the fit was snug. The warmth from my wrist seem to loosen the fit. With this in mind, I would advised anyone who is in between sizes with the new Sport or Braided Apple Watch Bands to purchase the lower size. 
    MplsPdewme
  • Reply 20 of 57
    fallenjtfallenjt Posts: 4,053member
    Lame ass product. Seriously, who the fck want to measure the wrist in order to order the band? 
    Since Jon Ivy left, Apple design team started create shitty products. What a shame!
    anantksundaram
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