Apple: Formal Complaint and Dissatisfaction

Dear Sandra / Alan / Customer Service Team,

I am writing to formally express my dissatisfaction with the handling, communication, and outcome of my Apple Watch water ingress matter, which has been ongoing since 07 January 2026.

On 07 January 2026, I initially engaged with an Apple Customer Services consultant, Alan, regarding my Apple Watch, which had suffered water ingress and subsequently became damaged and dysfunctional. During this interaction, Alan requested the serial number and relevant details of the watch, which I provided promptly.

In the following week, the matter was reassigned to another consultant, Sandra, who took over the case. Sandra requested a copy of the invoice confirming the purchase of the Apple Watch from Apple, which I again supp**** without delay.

On 16 January 2026, Sandra contacted me telephonically to confirm receipt of all the requested information. She advised that the matter would now be referred to Apple Technical for a decision on the way forward regarding my water-ingress-damaged watch.

I was then transferred to Paulo from Apple Technical Team, who requested that I provide him with a brief explanation of the events that led to the watch becoming faulty. After providing a full account, I was informed that an Apple Watch is not waterproof but water-resistant, and that its water resistance diminishes over time.

When I sought clarity on this explanation, Paulo advised that water resistance can be lost over time and attributed this to environmental factors, including warm weather conditions in South Africa. I explained that this reasoning does not reasonably apply to my circumstances, as I work in air-conditioned environments, travel in air-conditioned vehicles, and live in an air-conditioned home. Furthermore, South Africa only experiences warmer summer conditions for approximately six months of the year.

My Apple Watch is just over 24 months old, and I find it unreasonable and unacceptable to be informed that a device marketed as water-resistant could lose this resistance within a 24-month period under normal usage conditions. I am particularly disappointed that it took approximately two weeks, after supplying the serial number, purchase invoice, and multiple explanations, to be advised that Apple’s position is that Apple Watches lose their water resistance over time and are effectively not intended to be used in water.

Apple clearly states that Apple Watch Series 2 and later models are rated to 50 metres (ISO 22810:2010) and are suitable for shallow-water activities such as pool and ocean swimming. My usage was fully in line with these stated specifications, and I do not believe that my watch could reasonably have lost its water resistance within a 24-month period.

I am extremely disappointed by both the delayed handling of this matter and the outcome provided. The explanation given contradicts Apple’s own marketing and product specifications, and the overall process has lacked clarity, consistency, and timely resolution.

I respectfully request that this matter be escalated for further review and that I be provided with a clear, written response outlining Apple’s final position and the proposed resolution, whether repair or replacement. I also expect improved transparency regarding Apple’s water-resistance claims and limitations.

I trust that Apple will give this matter the serious consideration it deserves and look forward to your response.

Yours sincerely, V***x G******x