Watch lost in Apple service system

Question

abrant1976 Author

Level 1

4 points

Watch lost in Apple service system

I took my Apple Watch in to store for a battery replacement and was told it would take a week to arrive back with me. After a week and 2 days it was still showing “diagnosing product” (and still is now after 2 weeks). I’ve called 3 times to follow up now and the first 2 times was told someone would get back to me within 24hrs but didn’t. Has anyone experienced anything similar? Was it lost? Was it something other than the battery (as diagnosed in store)? Not impressed with Apple service after having taken my money!

Apple Watch Series 6

Posted on Nov 26, 2025 10:04 AM

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Answer 1

Rudegar

Level 10

180,078 points

Nov 27, 2025 12:58 AM in response to abrant1976

if it was me then I would reach out to their official online support channels

Get Support (apple.com)

And or

Contact - Official Apple Support

And or

Contact - How to Contact Us - Apple

and or provide them with feedback using their feedback channels

Product Feedback - Apple

if they lost my device, then I would fully expect them to replace it.

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Answer 2

Rudegar

Level 10

180,078 points

Nov 26, 2025 12:34 PM in response to abrant1976

it may differ from country to country in terms of consumer laws, but if I send a product to be prepared the carrier is responsible until they get the reciever (apple)s signature of delivery after that apple would be responsible

they would never be able to go "well, we lost your device, sorry, our bad, no compensation for you!"

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Answer 3

abrant1976 Author

Level 1

4 points

Nov 27, 2025 12:16 AM in response to Rudegar

There is no doubt that they have it as I handed to them in store, it is just stuck “in diagnosis” on the tracker and no one can tell me what is happening with it. It should be a routine battery replacement and they have had it 1 week longer than they said.

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