Mikey Campbell
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.
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.
William Gallagher
Christine McKee
AppleInsider Staff
Chip Loder
Malcolm Owen
57 Comments
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.
Here we go,,,
Blame Cook. He doesn’t know what he’s doing with product and customer service.
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.
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.