Apple Watch rendered unusable after in-store advice

Dear Sir/Madam,

I am writing to lodge a formal complaint regarding an incident that occurred at the iStore, Centurion Mall, on 4 February 2026 at approximately 15:45.

Summary of events

I visited the store with my iPhone 8 and Apple Watch Series 9 (GPS).

My concern was that the Bluetooth connection between the phone and the watch was not functioning.

However, the watch was still operational and synchronising with the iPhone via Wi-Fi.

I demonstrated this in store by:

Connecting to the store’s Wi-Fi, and

Recording a short activity, which appeared correctly in the Fitness app on the iPhone. This confirmed that synchronisation was still working via Wi-Fi. Proof can be provided if required.

This setup was sufficient for my needs, as I primarily use the watch for fitness tracking and Discovery Vitality points.

Advice given in store

The technician advised that I should reset the Apple Watch and then pair it again to resolve the Bluetooth issue.

I specifically asked whether the watch would still function after the reset.

I was advised that the data is mainly stored on the phone and that the reset and re-pairing process should restore normal functionality.

Based on this advice, I reset the watch in the store.

Outcome after reset

After the reset, the watch required pairing again.

The system then indicated that the iPhone 8 is no longer compatible with the Apple Watch Series 9.

As a result:

The watch can no longer be used at all.

The previous Wi-Fi synchronisation, which was functioning before the reset, is no longer possible.

In practical terms, the watch went from being usable via Wi-Fi to completely unusable as a direct result of the reset advice given in store.

Follow-up and current situation

I raised this matter with the store, but my request for goodwill assistance was declined. I was informed that the reset was done at my discretion, even though it was carried out based on the technician’s advice.

To restore functionality, I am now required to purchase a newer iPhone at a cost of approximately R5,000 or more.

My concern is that:

The watch was still functioning via Wi-Fi before the reset.

The reset was performed based on in-store advice.

The outcome directly caused the loss of that working setup and unexpected additional costs.

Had the watch not been reset, it would have continued to serve its intended purpose.

Requested resolution

I understand that compatibility requirements change over time, and I am not expecting a free device. However, given the circumstances, I believe a shared solution would be fair.

I respectfully request that iStore consider a goodwill contribution toward a compatible iOS-17-supported iPhone (for example, a pre-owned or refurbished unit).

A reasonable solution would be a shared-cost arrangement, such as a 50/50 contribution, to restore the usability of the Apple Watch.

I have always valued Apple products and service, and I hope this matter can be reviewed and resolved fairly.

Kind regards, Marcos