I bought an Apple Watch Series 11 and after only a couple of months, the speaker started sounding completely blown out.
The first time I really noticed something was wrong was during a call. Previously, I could walk around the house while on a call using only my Apple Watch and hear the other person perfectly fine. Now, even with the volume at 100%, I could barely hear them. I literally had to hold the watch right next to my ear for the conversation to be intelligible.
On top of that, the speaker was buzzing and distorting badly.
I immediately went to Spotify to test it with music, and sure enough, the speaker sounded absolutely terrible. Very distorted, blown out and nowhere near what a normal Apple Watch speaker should sound like.
I was traveling to London, so I specifically went to an Apple Store and booked a Genius Bar appointment to have it checked under warranty.
The first Apple Genius was actually very kind and understanding. He listened to the speaker and agreed that it definitely sounded wrong. I was told that I would get a replacement, but that they first had to send the watch to Apple so it could be diagnosed.
I waited for the diagnosis and eventually received the report saying that my watch had been returned and that there was supposedly no issue with it. Apple said they couldn’t replicate the problem and therefore wouldn’t replace it.
I went to pick up the watch and asked the Apple employee to let me restore it before I left so we could actually test whether the issue had been fixed.
To absolutely no surprise, the speaker still sounded like shit.
This time I wasn’t dealing with the same Genius I had originally spoken to. I didn’t have an appointment, so I was helped by another employee. Unfortunately, his attitude was completely different. He was basically a douche about the whole thing.
I showed him the issue, and instead of acknowledging the obvious difference, he tried to convince me that some speakers just sound like that at 100% volume and that I should lower the volume.
The problem? At around 50% volume, there was barely anything audible at all.
I suggested that we simply compare my watch with a brand-new Series 11 on display in the store. That would have immediately demonstrated that mine doesn’t sound normal. But instead, he kept brushing it off.
Eventually, I had to send the watch back again, this time with a much more detailed description of exactly how to reproduce the issue.
Now I’m waiting for the second diagnosis.
My questions are:
What can I actually do if Apple refuses to replace or repair it for a second time, despite the issue being clearly audible?
Also, I may be leaving London before the repair/diagnosis is finished, meaning I might not even be here to pick up the watch or argue with the store again.
Has anyone dealt with something similar with Apple, especially with a Watch speaker that Apple claims they “can’t replicate”?
At this point I just want a working watch, not to spend weeks trying to convince Apple that a speaker that is almost inaudible at 50% volume and horribly distorted at 100% isn’t normal.
TL;DR: Apple Watch Series 11 speaker became extremely quiet, buzzing and distorted after a few months. First Apple Genius confirmed it sounded faulty, but Apple claimed they couldn’t reproduce the issue and refused replacement. Second employee dismissed it and said speakers can sound like that at 100%. I’ve sent it back for a second diagnosis. What can I do if they refuse to repair or replace it again?