Last year, during the month of September, an Apple Watch owner says that he was sitting and working on his laptop when he ‘felt an extreme surge of heat’ on his wrist, which is the exact same position as his Apple Watch was strapped on. Judging by the length of his story and the fact that he has ‘reached an utter state of helplessness,’ trying to contact Apple Support for any kind of resolution has been fruitless. In fact, he has been trying to reach out to the company for 6 months on how to proceed with the problem, but it appears the employees don’t want to take their customer seriously.
Irresponsible customer support employees made the ordeal even more unbearable, as the Apple Watch owner was forced to deal with continuous ghosting of representatives
A rather long account of the arduous journey has been posted on Reddit user ‘Southern_Chest_9084,’ who has had to sit through a series of calls, chats, and emails, explaining the problem to different advisors. Just waiting to speak to these representatives forced the Apple Watch owner to wait on hold for 30 minutes, a practice that nobody wishes to endure. As to the extent of the damage, the details are below.
“On 24 September 2025, in the afternoon, I was sitting and working on my laptop when I suddenly felt an extreme surge of heat on my wrist, exactly where my Apple Watch. When I took it off, there was a clear watch-shaped burn on my wrist. It had blisters, hurt a lot, and there was visible skin damage.”
The annoyance is practically echoing from the post, as Southern_Chest_9084 has stated that one employee has refuted the claims of the Apple Watch causing a wrist burn, concluding it to be a skin allergy. Bear in mind that multiple diagnostics have already been requested by the support team, and that the Apple Watch needs to be sent to Ireland so engineers can investigate the matter.
After incessantly asking the smartwatch unit to be picked up because the nearest Apple store outlet was between 1.5 hours and 2 hours away, the representative on the call agreed, only to ghost the person in the end. When he tried making the same request to another individual on the call, he said Apple’s policy does not include a home pickup, further enraging the Apple Watch owner.
Unfortunately, this wasn’t the end of his ‘patience testing’ exercises, because when Southern_Chest_9084 finally made the trip to the Apple store outlet, the staff that was supposed to be informed about the defective smartwatch prior to the customer’s arrival, had no clue of the incident and only mentioned a ‘possible skin sensitivity issue.’
Fast forward to March 14, and Southern_Chest_9084 has reached the end of this tolerance level, saying that he has been ‘ignored, misled, sent in circles by Apple Support. Calls get dropped, advisors disappear, and no one seems willing to properly investigate what happened.’ He’s also considering legal action, as all other options have been exhausted.
“At this point I am honestly beyond frustrated. This has been going on for nearly six months over an incident where a device literally burned my skin. Instead of taking it seriously, I have been passed from one advisor to another, ignored for weeks at a time, given contradictory information, and even sent to a store appointment where the staff had no idea about my case. I have spent hours on calls, filled out forms, shared evidence, sent recordings, and followed every instruction I was given. To go through all of that after being physically injured by a product and then be met with silence, indifference, and constant runarounds honestly feels incredibly unfair and cruel. No customer should have to chase a company for months just to get a safety issue acknowledged.”
It is disappointing that someone who purchased a rather expensive wearable has had to face non-serious customer support, but whoever is going through something similar; we recommend going through the story’s comments in detail because there are several helpful tips included. For instance, someone has added Apple CEO Tim Cook’s email, as reaching out to him can expedite the resolution. If you have encountered something similar, let us know in the comments.
News Source: Reddit
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