Case 2:2019cv09162 PRIANO-KEYSER, GINA, Versus Apple

Case 2:19-cv-09162-KM-MAH Document 1 Filed 04/01/19 Page 1 of 38 PageID: 1
SHEPHERD, FINKELMAN, MILLER

& SHAH, LLP
JAMES C. SHAH
NATALIE FINKELMAN BENNETT
475 White Horse Pike
Collingswood, NJ 08107
Telephone: 856/858-1770
Facsimile: 866/300-7367
[email protected]
[email protected]
Attorneys for Plaintiff, Gina Priano-Keyser,

On Behalf of Herself and
All Others Similarly Situated
(Additional Counsel on Signature Page)
IN THE UNITED STATES DISTRICT COURT

FOR THE DISTRICT OF NEW JERSEY
GINA PRIANO-KEYSER, on Case No.

behalf of herself and all others
similarly situated,
CLASS ACTION
Plaintiff, COMPLAINT
vs.
APPLE, INC., JURY TRIAL DEMANDED
Defendant.
Plaintiff, Gina Priano-Keyser (“Keyser” or “Plaintiff”), by and through her
undersigned counsel, brings this action, on behalf of herself and all other persons
similarly situated, against Defendant, Apple, Inc. (“Apple” or “Defendant”).

Plaintiff alleges the following based on information and belief, the investigation of
counsel, and personal knowledge:
NATURE OF ACTION
1. Plaintiff brings this action individually and on behalf of the proposed
class (the “Class”), as more fully defined below, for the benefit and protection of all
current and former owners of the Second Generation (“Series 1” and “Series 2”),
and Third Generation (“Series 3”) models of the Apple Watch (collectively “Watch”
or “Watches”) purchased in New Jersey. Plaintiff brings this class action on behalf
of herself and all other similarly situated persons to obtain damages, restitution, as
well as injunctive and other relief.
2. Apple started selling the Watches in April 2015, when it introduced its
“First Generation” Apple Watch. Since April 2015, Defendant has released
additional “generations” of the Apple Watch: the Series 1 and Series 2 Watches; and
the Series 3 Watch; and the Series 4 Watch.
3. The Watches all contain the same defect and/or flaw, specifically,
swelling lithium-ion (or “li-on”) batteries, which in turn cause Apple Watch screens
to crack, shatter, or detach from the body of the Watch (the “Defect”), through no
fault of the wearer, oftentimes only days or weeks after purchase. Upon information
and belief, the Defect is caused by aging or otherwise faulty li-on batteries, or by
defective internal components of the Watches that regulate temperature, electrical
2
currents, charging, and other mechanisms that could affect the Watches’ li-on
batteries.
4. Apple knew that the Watches were defective at or before the time it
began selling them to the public. Furthermore, consumers complained to Apple
about the Defect almost immediately after Apple released the Series 1, Series 2, and
Series 3 Watches.
5. Apple began to sell its Series 1 and Series 2 Watches in September
2016. Very shortly thereafter, consumers who purchased the Series 1 and Series 2
Watches complained that the screens on their Series 1 and Series 2 Watches had
cracked, shattered, or completely detached from the body of their Watches. These
consumers took their defective Watches to Apple Stores, contacted Apple Support,
and posted their complaints on the “Communities” forum on apple.com.
6. Apple has persistently denied any widespread issue with Series 1 or
Series 2 Watches, but, in April 2017, Apple acknowledged a swelling battery defect
in certain first-generation Watches and extended its Limited Warranty for qualifying
first generation Watches from one year to three years. Similarly, in April 2018,
Apple acknowledged a swelling battery defect in certain Series 2 Watches and
extended its Limited Warranty for qualifying Series 2 Watches from one year to
three years.1
1
https://www.macrumors.com/2018/04/14/apple-watch-s2-swollen-battery-service-policy/
3
7. Apple started selling its Series 3 Watch in September 2017. Shortly
thereafter, consumers who purchased the Series 3 Watch reported that the screens
on their Watches were cracking, shattering, or detaching from the body of their
Watches, and lodged their complaints about the Series 3 Watches with Apple in the
manners described above.
8. Since 2015, Apple has sold millions of Watches with the Defect
throughout the United States, and either knew, or should have known, that the
Watches contain the Defect and are not fit for their intended purpose. Nonetheless,
Apple has actively concealed and failed to disclose the Defect to Plaintiff and Class
members prior to, at, or after the time of purchase.
9. The Defect also poses a significant safety hazard to consumers, as it has
caused a number of putative Class members to suffer cuts and burns in connection
with the screens cracking, shattering and/or detaching from the body of the Watches.
Notwithstanding the safety issues with the Watches, Apple did not disclose the
defect to consumers.
10. Further, Apple’s conduct, when confronted with the Defect, indicates
that its internal policy is to deny the existence of the Defect, claim the Defect is the
result of “accidental damage” caused by consumers, and then refuse to honor its
Limited Warranty on those grounds. Consumers that are refused coverage under the
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Limited Warranty are forced to incur the significant expense of repairing or
replacing their defective Watches.
11. Apple knew that purchasers of the Watches would reasonably expect
the screens to function in a predictable and expected manner during normal use, and
Plaintiff and other consumers have precisely that expectation. Apple was also aware
that purchasers of the Watches would reasonably expect that they would not pose a
safety risk, and Plaintiff and other consumers have that expectation. Further, Apple
knew that purchasers of the Watches would reasonably expect that the Defect—
when it manifested itself—would be covered under its Limited Warranty, and again,
Plaintiff and other consumers did have that expectation.
12. Had Plaintiff and other Class members known about the Defect at the
time of purchase, they would not have bought the Watches, or would have paid less
for them.
13. As a result of the Defect in the Watches and monetary costs associated
with repair, replacement, or lost use of the Watches, Plaintiff and Class members
have suffered injury in fact, incurred ascertainable loss and damages, and have
otherwise been harmed by Apple’s conduct.
14. This action is brought to remedy violations of New Jersey consumer
protection law in connection with Apple’s misconduct, including its conscious effort
to conceal material facts concerning the Defect during the distribution, marketing,
5
sale and advertisement of the Watches, as well the consumer and warranty as a result
of Apple’s conduct performed with respect to the Watches.
15. Plaintiff and the Class allege violations of the New Jersey Consumer
Fraud Act N.J.S.A. § 56:8-1, et seq., (“CFA”), and breach of express and implied
warranty as a result of Apple’s conduct.
PARTIES
16. Plaintiff is, and at all times relevant to this action has been, a citizen of
Union County, New Jersey. On or about October 15, 2017, Plaintiff purchased
online at www.kohls.com, a new Series 3 Apple Watch for $329.00 plus tax, and
picked it up on October 21, 2017 from Kohl’s, an authorized Apple dealer, at its
store in Watchung, New Jersey.
17. Apple is a United States corporation that designs, manufactures,
markets, distributes, warrants, and sells Apple Watches in the United States and
numerous other locations worldwide, including throughout New Jersey.
18. Apple is, and at all times relevant to this action has been, a California
corporation that is headquartered and maintains its principal place of business in
Cupertino, California. Thus, Apple is a citizen of California.
JURISDICTION AND VENUE
19. This Court has subject matter jurisdiction under 28 U.S.C. § 1332(d)(2)
because, upon information and belief, the matter in controversy exceeds $5,000,000,
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excluding interest and costs, and this is a class action in which certain of the Class
members and Defendant are citizens of different states.
20. This Court has personal jurisdiction over Apple because Apple is
authorized to do business, and currently does business, in this state.
21. Venue is proper in this judicial district under 28 U.S.C. § 1391, because
Plaintiff is a resident of this judicial district, and many of the acts complained of in
this Complaint emanated from, or took place in, this district.
FACTUAL ALLEGATIONS
22. This action is brought against Apple on behalf of Plaintiff and all
current and former owners of the Watches.
23. Apple designed, manufactured, distributed, marketed, warranted, and
sold the Watches. Upon information and belief, Apple has sold—directly or
indirectly through authorized stores and other retail outlets—millions of Watches in
New Jersey and nationwide.
Watches Manufactured, Advertised, and Sold by Apple
24. Apple began selling its Watches in April 2015, when it introduced the
First Generation Apple Watch.
25. Starting in September 2016, Apple discontinued the manufacture of the
First Generation Apple Watch and began to produce and sell both the Series 1 and
Series 2 Watches. Apple announced in September 2018 that it would no longer sell
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the Series 1 Watch, and Apple had already discontinued the manufacture of the
Series 2 Watch in September 2017.
26. The Series 1 Watches only used aluminum cases with “Ion-X glass”
screens, but consumers were able to choose a 38mm case or a 42mm case. Initially,
prices for Series 1 watches varied between $269 and $299—depending on the size
chosen—but dropped following the release of new versions of the Watch.
27. Upon information and belief, purchasers of the Series 2 Watch could
choose various models, with either a 38mm or 42mm case. Depending on the model,
Series 2 Watches had aluminum, ceramic, or stainless-steel cases, and either Ion-X
glass or Sapphire crystal screens. Again, dependent on the model selected, prices for
the Series 2 watch ranged from $269 to $1,249.
28. In September 2017, Apple released the Series 3 Watch. Initially, there
were several models of the Series 3. Depending on the model, Series 3 Watches
have aluminum, ceramic, or stainless-steel cases, and either Ion-X glass or Sapphire
crystal screens. Consumers can select between a 38mm or 42mm case. Depending
on the model, prices for the Series 3 varied between $329 and $1,399.
29. According to comparisons of Watches that are no longer available on
its website, Apple has noted that Apple Watch Series 1 offered the same features as
the 1st generation models, except for a faster processor. Apple Watch Series 2
included the same, faster processor along with built-in GPS, increased water
8
resistance and a brighter display. https://discussions.apple.com/thread/7704382.
With the Series 3, Apple used LTE, and added an eSIM as well as a new W2 chip to
boost performance.
30. In September 2018, Apple released the Series 4 Watch. There are
several models of the Series 4 Watch, and, depending on the model, prices for the
Series 4 vary between $399 and $1,499.
31. From their inception, Apple has advertised the Watches as “smart
watches,” with functions well beyond simply telling the time. Consumers can, inter
alia, download and in apps, receive and send text messages, track their location, and
receive phone calls.2
32. More importantly, however, Apple has consistently marketed the
Watches as activity-oriented devices that consumers can take anywhere and use for
any practical purpose. Advertisements for the Series 1 Watch that had appeared on
Apple’s website invited consumers to: “Track your activity. Measure your workouts.
Monitor your health.”3 Consumers were encouraged to pick from a variety of
workouts and Apple promised that the Watch would accurately measure every
movement.
2
https://www.apple.com/watch/.
3
As the Series 1 and Series 2 watches are no longer sold by Apple, the advertisements have been removed
from Apple’s website.
9
33. Similarly, Apple advertised its Series 2 watch as a waterproof device
capable of withstanding depths of up to 50 meters and that one included fitness and
health capabilities. Likewise, the Series 3 is advertised as the “Ultimate Sports
Watch” that can track indoor and outdoor activities and is also water resistant up to
50 meters.4
34. Advertising campaigns for Series 1, Series 2, and Series 3 Watches
have shown, and continue to show, Apple Watch-wearers participating in a variety
of athletic activities from running, hiking, and climbing, to dancing, swimming, and
surfing.5
35. Based on these advertisements and the high purchase price for Apple
Watches, consumers who purchase Apple Watches reasonably expect well-made,
durable devices that can consistently perform multiple functions and withstand a
variety of conditions without issue. Consumers also expect that they will be able to
use the Watches without experiencing a safety hazard.
The Limited Warranty for Apple Watches
36. Apple provides a Limited Warranty for all purchasers of an Apple
Watch, which covers the “product against manufacturing defects beginning on the
4
https://www.apple.com/apple-watch-series-3/.
5
https://www.youtube.com/watch?v=1b6W3ltMRN0; https://www.youtube.com/watch?v=kXySS9j4Rxg;
https://www.apple.com/watch/films/.
10
original purchase date.” The Limited Warranty is one year for most models but is
two years for the Hermès and Edition models.6
37. Upon information and belief, apart from distinctions in length, the
terms of Apple’s Limited Warranty are the same for all Apple Watch models and, in
relevant part, provides:
“WHAT IS COVERED BY THIS WARRANTY?
Apple Inc. of One Apple Park Way, Cupertino, California, U.S.A.

95014 (“Apple”) warrants the Apple-branded hardware product and
Apple-branded accessories contained in the original packaging (“Apple
Product”) against defects in materials and workmanship when used
normally in accordance with Apple's published guidelines for a period
of ONE (1) YEAR from the date of original retail purchase by the end-
user purchaser ("Warranty Period"). Apple’s published guidelines
include but are not limited to information contained in technical
specifications, user manuals and service communications.
WHAT IS NOT COVERED BY THIS WARRANTY?
This Warranty does not apply to any non-Apple branded hardware

products or any software, even if packaged or sold with Apple
hardware. This does not affect your rights under applicable consumer
law. Manufacturers, suppliers, or publishers, other than Apple, may
provide their own warranties to you – please contact them for further
information. Software distributed by Apple with or without the Apple
brand (including, but not limited to system software) is not covered by
this Warranty. Please refer to the licensing agreement accompanying
the software for details of your rights with respect to its use. Apple does
not warrant that the operation of the Apple Product will be
uninterrupted or error-free. Apple is not responsible for damage arising
from failure to follow instructions relating to the Apple Product’s use.
6
https://support.apple.com/watch/repair/service.
11
This Warranty does not apply: (a) to consumable parts, such as

batteries or protective coatings that are designed to diminish over
time, unless failure has occurred due to a defect in materials or
workmanship; (b) to cosmetic damage, including but not limited to
scratches, dents and broken plastic on ports unless failure has
occurred due to a defect in materials or workmanship; (c) to
damage caused by use with a third party component or product
that does not meet the Apple Product’s specifications (Apple
Product specifications are available at www.apple.com under the
technical specifications for each product and also available in
stores); (d) to damage caused by accident, abuse, misuse, fire,
earthquake or other external cause; (e) to damage caused by
operating the Apple Product outside Apple’s published guidelines;
(f) to damage caused by service (including upgrades and
expansions) performed by anyone who is not a representative of
Apple or an Apple Authorized Service Provider (“AASP”); (g) to
an Apple Product that has been modified to alter functionality or
capability without the written permission of Apple; (h) to defects
caused by normal wear and tear or otherwise due to the normal
aging of the Apple Product, (i) if any serial number has been
removed or defaced from the Apple Product, or (j) if Apple receives
information from relevant public authorities that the product has
been stolen or if you are unable to deactivate passcode-enabled or
other security measures designed to prevent unauthorized access to
the Apple Product, and you cannot prove in any way that you are
the authorized user of the product (eg. by presenting proof of
purchase).”7
38. Apple’s website indicates that an Apple Watch is considered “out of
warranty” when it is: (1) “beyond the eligible warranty term”; (2) “has an issue that’s
not covered under warranty or consumer law, such as accidental damage”; or (3)
“service isn’t covered by an AppleCare plan.”8
7
https://www.apple.com/legal/warranty/products/warranty-us.html (emphasis in original).
8
https://support.apple.com/watch/repair/service.
12
39. If an Apple Watch battery “has a manufacturing defect and it’s covered
by the Apple Limited Warranty, AppleCare+, or consumer law,” Apple will service
the watch “at no additional cost.”9
40. If an Apple Watch screen “breaks accidentally, [consumers] can replace
[the] Apple Watch for an out-of-warranty fee.” Purportedly, a “manufacturing
defect” is covered “by the Apple warranty and consumer law.”10
The Defect in Series 1, Series 2, and Series 3 Watches
41. Shortly after the release of the First Generation Watches, consumers
began to complain that the screens were “popping off,” “falling off,” or otherwise
detaching from the body of the Watch. In all instances, consumers made clear that
these occurrences were not the result of damage or misuse on their part, noting
instead that the Defect manifested itself suddenly and unexpectedly.
42. In April 2017, at or around its second birthday, Apple extended its
Limited Warranty for its First Generation Watches to three years after the original
date of purchase, in order to address the issue.11 Thus, prior to bringing the Series 1,
2 and 3 Watches to market, Apple was keenly aware of the problem with the
Watches.
9
Id.
10
Id.
11
https://www.macrumors.com/2017/04/28/original-apple-watch-repairs-extended/
13
43. Similarly, shortly after the release of the Series 1 and Series 2 Watches
in September 2016, consumers also had begun to report that the screens were
detaching from the body of their watches. Purchasers of the Series 1 and Series 2
Watches also reported the appearance of hairline cracks running vertically and
horizontally along the perimeter of their Watch screens, while others have reported
that their screens shattered. In all instances, consumers clarified that these
occurrences were not the result of damage or misuse on their part, noting the Defect
manifested itself suddenly and unexpectedly.
44. In April 2018, Apple extended its Limited Warranty from one year to
three years for all 42mm-sized Series 2 Models with swollen batteries. Apple did not
admit a general defect in Series 2 Watches and has refused to extend the Limited
Warranty to defective Watches that it believes did not contain a swollen battery.12
Further, the policy was not initially publicly announced and there was no procedure
to obtain a refund for repairs made to the Series 2 Watches prior to the institution of
the policy.
45. Shortly after the release of the Series 3 Watch, consumers began to
report that the screens of their Watches were detaching, cracking, or shattering. In
all instances, consumers clarified that these occurrences were not the result of
12
https://www.macrumors.com/2018/04/14/apple-watch-s2-swollen-battery-service-policy/
14
damage or misuse on their part, noting the Defect manifested itself suddenly and
unexpectedly.
46. Upon information and belief, these Watches—and all Watches—
were/are affected by swollen batteries, an issue caused by aging or defective li-on
batteries, or by defective mechanisms inside the Watches that regulate a variety of
functions including watch and battery temperature, electrical currents, and charging.
Failure in either case causes one or several of the “cells” within the li-on battery to
fail and then expand (as occurs to all li-on batteries that fail). This expansion puts
upward pressure on the weakest point in the affected Watch: the screen. Depending
on a number of factors—from rapidity of the li-on’s expansion, the severity of that
expansion, the strength of the Watch-screen’s adhesive, or strength of the Watch
screen itself—a swelling Watch battery can cause the Watch’s screen to crack along
the perimeter, shatter, or fully detach from the body of the Watch.
47. Upon information and belief, the Defect described above is present in
every series, model and size of the Watches. The Defect also poses a risk to
consumers, and several putative Class members have reported that they have
suffered scratches and burns due to the sudden manifestation of the Defect.
Experiences of Plaintiff and the Class
48. Prior to purchasing the Watch, Plaintiff’s daughter examined
promotional content regarding Series 3 Watches and read reviews on Amazon.com
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and Google.com and watched YouTube videos of reviewers. She was aware of the
content of Apple’s website.
49. Plaintiff purchased a Series 3 (GPS), 38mm Gold, Aluminum Case
Apple Watch on or about October 15, 2017.
50. On or around July 4, 2018, while in the charger, the screen on the Watch
unexpectedly detached from the Watch’s body. When Plaintiff looked at the Watch,
it had a long, deep, jagged crack that spans the length of the bottom section of the
screen. Plaintiff’s daughter (who wore the watch) pushed the screen back into place,
but the Watch was unusable.
16
51. In the following weeks, Plaintiff contacted Apple. Plaintiff attended a
Genius bar appointment on August 10, 2017, where she was told the Watch would
need to be sent to the Apple depot for screening, diagnosis and repair.
52. On August 13, 2017, Plaintiff was informed that Apple would not repair
the Watch under Apple’s Warranty.
53. Apple not only refused to cover the repair under Apple’s Limited
Warranty, but Apple quoted Plaintiff a price of $229 to repair the Watch. Plaintiff
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declined this offer and picked up the Watch, which has not been usable since that
time.
54. If Plaintiff decides to have the repair done, she (as do other members of
the Class) would still run the risk of future harm as the repaired Watch also would
be prone to the same Defect described herein.
55. At all pertinent times, the Watch was maintained as recommended by
Apple. The Watch was in like-new condition, with no damage to on the Watch.
56. Plaintiff’s experience is identical to the experiences of thousands of
Apple Watch owners. The Internet, and in particular Apple’s “Communities” forum,
is replete with complaints about the Defect and Apple’s persistent refusal to cover
the Defect under its Limited Warranty. Apple’s response in each case is the same: it
implicitly or expressly (and improperly) blames the consumer for the Defect and
refuses to cover repairs under the Limited Warranty or otherwise. The quotes below
from Apple’s “Communities” forum are representative of consumers’ experiences:
• hackrill, posted August 18, 2016:
My iWatch face fell out and i cannot access the password.

(URL: https://discussions.apple.com/thread/7641542)
• Mariep999, posted August 19, 2016:
I had the same issue last night. I was doing an exercise class and had
my watch on then I heard a clicking noise. I looked and the watch face
had popped out and was hanging by a cable. I wasn’t doing anything
strenuous at that point. I had worn my watch exercising numerous times
and it’s been fine. What would cause watch face to pop out? I’ve had
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my watch for over a year so it will be out of warranty. I’ve no other

issues with it apart from this. I look after my watch and I’ve never had
it wet.
• gbussey, posted August 31, 2016:
I have seen lots of discussions about the back of the watch separating
from the body but can't find any discussions on the FRONT of the watch
detaching. At first I thought the remarks about the BACK detaching
referenced my issue but as I read more I discovered that what people
were describing. Was the back part where charger attaches separating
from watch body. My history has been the glass front of the watch
detaching. Has happened three times. Anybody else with similar
problem? Ever discover the cause? Thanks
• Black Belt, posted February 18, 2017:
What can be done to reattach the watch face glass? Can the genius do
it? Is it a recall defect? I wasn’t doing anything to it and I’m not rough
at all. It just decided to detach tonight.
• Mightymackem (Series 2), posted May 14, 2017:
My series 2 has just done the exact same thing! Only had it a month
and a half. I’m armed forces so I use it for running etc as it’s designed
for…fine one minute, next it’s decided to be a jack in the box and is
hanging by the ribbon. Cracked all around the face.
• GYan1, posted August 3, 2017:
Watching TV and POP! Screen shattered on a 5 month old watch. I

went to my Genius Bar appointment today and they said it had to be my
fault and not covered. $229 to fix. I am VERY disappointed and will
be contacting corporate, and if no resolution perhaps the news media.
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• Mercadoj (Series 1 Stainless Steel), posted August 16, 2017:
I purchased my Apple Watch (stainless steel) in June of 2015. Being a

near $800 Watch, saying it's been well cared for is an understatement.
The Watch has ... no scratches or dents, never been dropped, or exposed
to water. While working at my desk at work I noticed the screen
dangling from the Watch housing. I took the Watch to a local Apple
Store, and they sent it to Apple for further review. After a couple of
days they called and refused to fix the Watch because they claimed the
screen fell off because of "accidental damage" and the device was "out
of warranty."
• Ankush Narula (Series 1 Stainless Steel), posted September 17, 2017:
I have the same issue with my first generation (stainless steel) Apple
Watch. One day the screen just popped off while I was walking and
now it hangs by the ribbon cable. I can press the screen and the body
together but the screen doesn’t remain attached.
I took it to the Apple Store this past Friday and the Genius Bar
confirmed that there is no physical damage. However, they told me that
my AppleCare warranty is expired and my device is not covered. I
mentioned that I’ve read Apple has extended the warranty for first
generation Apple Watch to 3 years. They said the extended warranty
only applies to the Apple Watch Sport – not to the Apple Watch or
Apple Watch Edition. Out of warranty repair cost is $249.
Very disappointing for a $700 device for someone who over 20 years
has spent tens of thousands on Apple products and thousands on
AppleCare.
• Snetmail (Series 2 Nike Edition), posted October 14, 2017:
This is exactly the same situation I had. I was sitting at my desk at work
and noticed that the screen was suddenly detached. I have only had my
watch (Nike version - 2nd generation I think - 38mm) for 4 months and
I have never gotten it wet or dropped it. I was shocked when Apple
sent it for repair and I was told it was found to have been accidentally
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damaged. There are not even any scratches on it. I would think there
could be accidental damage in simply shipping a product with out a
connected screen if that is the case. I don't typically buy Apple care
because I am careful with my devices and the devices are usually of
good quality hardware-wise. I am shocked and upset about this. It may
be the end of my relationship with Apple products. This is
unacceptable.
• markfromkaiser, posted October 14, 2017:
My wife had this same problem. No abuse, didn't drop, didn't hit,
nothing. She was sitting at a table having lunch with her fellow
coworkers and they heard something shatter. They were looking for a
lightbulb, but all the lights were OK. She looked down at her watch
and the screen had completely shattered with shards on the table.
Thankfully they were all done eating. Spent four sessions on chat trying
to resolve the issue and it would time out before being resolved. Finally
called and talked to a senior advisor. They sent a box and shipped it to
apple. They said it was damaged/abused. IT WAS NOT. This watch is
only four months old. Got it for mothers day. At this point, not real
happy with Apple. I have 3 iPhones, a MacBook pro, and have hawked
apple products to friends and family, most of which have purchased and
been happy. It is good to see we are not alone with this issue.
markfromkaiser, Posted October 22, 2017:
Well, bad news for us. So far anyway. Got on chat with yet another
advisor and they were all but convinced it was a swollen battery. Sent
pics and everything. Then they get with a senior advisor. Since it had
already been looked at by some technician, they said they would not
replace it. So, basically, they are calling us liars in that we said there
was no abuse or damage to the watch. They said it was damaged.
It also seems they don't have a clear policy on when these watches do
shatter. Some get a new watch, others don't. Good luck! The watch
cost $350. Now they want $229 or something to send a refurbished
watch. That's about $580 for a four month old watch. Incredible. IF she
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had abused or damaged it, then yeah, have to suck it up and either pitch
it or get it repaired. But she didn't. Thinking I'm tasting sour apple.
• Thony0415 (Series 1), posted December 13, 2017:
Same thing happened with my apple watch series1. I was just standing
in the garden on a sunny day then suddenly I felt something has popped
from my wrist. Then I realised the screen is shattered. I called up the
apple centre and they keep on telling me they have no similar cases
from the past and make it appear that it might have been caused by
accident. Now I can see that Im not alone. Apple should just gracefully
admit that something is terribly wrong with the product than make us
all appear liars!
• Traceyhincks (Series 3), posted January 3, 2018:
My series 3 watch screen cracked right around the edge and the face
popped out…I was sitting at my desk, not moving didn't bang it on
anything…I'd had the watch for one week…My husband contacted
apple, they said send it to the repairer, we are not close to an Apple
Store…So end result from Apple is that it was my fault and it's going
to cost $385 to fix it…After spending $600 to buy it, and me wearing
it for a week, it's turning into a very expensive watch…They have flatly
refused to warrant it….
(URL: https://discussions.apple.com/thread/8223086?page=41)
• THHV, posted March 28, 2018:
My watch was fine the night before but after charging it for the night,
when I put it back on there was a continuous hairline crack that wrapped
around 2 sides of the screen on the bevel. I'm positive that it happened
when charing/ off the wrist as its very noticeable when swiping on the
screen. My finger picks up the scratch when sliding my finger over it. I
noticed it the second I put the watch on. Apple Store advised that it was
covered under warranty as it was likely related to a swollen battery or
other factory defect. They sent it for repair under warranty but the repair
facility wants over $250 to fix the screen because it is cracked &
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considered physical damage... THIS IS WHY I SENT IT IN. Obviously

it's cracked, the Apple Store saw this, verified it and advised it was
covered under warranty. There are zero signs of wear and tear. No case
damage, scratched, etc.
• JHi47644 (Series 2), posted March 13, 2018:
My wife had the same problem on the series 2 watch. Sat in the car,
went to check her watch and noticed it had cracked around all 4 edges
and just hanging off from the top. Logged a support call and sent them
photos and the watch to be told I need to pay for it to be repaired
because they found another crack coming from one of the cracks on the
edge down to the case.....I've tried 3 time for them to accept that we
have not dropped it and I can't see a crack in the original photos but
they won't accept it.
My point to them was that given its my word against theirs, if it had
been knocked on the inside edge of the watch without her knowing
(some how) why would it radiate all the way around the screen and
what type of force would that take, its supposed to be a sports watch!
Looks like I'm left paying to get the watch replaced but I won't go near
Apple again, after being a customer for many, many years. They have
no complaints procedure and no way to escalate.
• William YZF-R1, posted Sep 25, 2017:
Same think happened to me too - 18 month old 42mm Milanese loop.

I have hardly worn the watch but yesterday when I was driving I felt
something catching on my sleeve and looked down to see the watch
screen hanging on by its ribbon cable.
Incidentally the watch became very hot on my wrist at the same time
so I took it off and laid it on the floor of the car.
I am reading of swollen batteries causing the screen to pop off and
coincidentally perhaps I upgraded to OS4 a couple of days ago which
seems to stressing the battery according to some posts.
Sadly it is out of warranty but I genuinely consider this is a
manufacturing fault and I fully expected my Apple watch to last
considerably longer.
23
• Njsurfmaster (Series 3), posted March 15, 2018:
I have the same problem with my Series 3 watch. I purchased it in

September 2017. The screen around the entire edge cracked and
separated. It happened while sitting in a chair watching TV. I didn't
bang it in any way. No visible scratches or any kind of damage on the
watch…I took it to an Apple Store and they said it looked like a swollen
battery and wrote it up that way. Apple denied it and is charging me
$289+tax to repair…There is no doubt in my mind there is a problem
with these watches.
57. As the above posts demonstrate, owners of defective Apple Watches
are faced with unenviable and expensive options: They can pay over $200 to repair
an already expensive Watch; they can purchase AppleCare+ for at least $49 (and
then pay an additional $69 service fee for each incident);13 they can purchase a new
Apple Watch; or, like Plaintiff here, they can simply not use their Watch. Under any
option, consumers must either pay more for the continued use of an already
expensive Watch or be deprived of its use entirely. Moreover, if the consumer
repairs or purchases a new Watch, he or she would still run the risk of future harm
as the new or repaired Watch would continue to be prone to the same Defect
described herein.
13
https://www.apple.com/shop/product/S5398LL/A/applecare-for-apple-watch-and-apple-watch-nike.
24
58. The pervasiveness of the Defect is such that owners of Apple Watches
with detached screens may purchase, from various vendors, adhesives designed and
marketed specifically to reattach Apple Watch screens.14
Apple’s Knowledge of the Defect
59. Although Apple has acknowledged a swollen battery issue in certain
First Generation Watches and Series 2 Watches, it has flatly refused to acknowledge
the existence of the Defect, even though the Defect is present in every series of
Watches, including the Series 3 purchased by Plaintiff here. Nevertheless,
consumers’ complaints at Apple Stores, to Apple Support, and online leave no doubt
that Apple is fully aware of the Defect. Even still, Apple has provided no notice to
consumers.
60. Apple has failed to disclose the Defect to consumers, and, when
presented with defective Watches, has insisted that the damage caused by the Defect
is the fault of consumers and has refused to repair or replace their Watches free of
charge, as required under the Limited Warranty. These are material facts about
which consumers would reasonably expect to receive notice. Had Plaintiff and Class
members known about the Defect and, further, that Apple would refuse to remedy
14
https://www.amazon.com/Front-Sticker-Apple-Waterproof-Adhesive/dp/B01LQ34KGE;
https://www.ifixit.com/Guide/Apple+Watch+Adhesive+Replacement/41083.
25
the Defect under its Limited Warranty, they would not have bought the Watches, or
would have paid less to purchase them.
61. Although aware of the Defect in the Watches, Apple has actively
concealed the Defect from Plaintiff and the Class at the time of purchase and every
point thereafter. Specifically, Apple has engaged in the following acts and
omissions:
a. failed to disclose, prior to, at and after the time of purchase and
attempts to repair, any and all known material facts or material
defects associated with the Watches, including the associated
repair costs, as well as the Defect in the Watches that exists
during their normal and/or expected range of operation;
b. failed to disclose prior to, at, and after the time of purchase that
the Watches were not in good working order, were defective, and
were not fit for their intended purposes;
c. failed to disclose or actively concealed the fact that the Watches

were and are defective, despite the fact that Apple learned of such
defects through testing, repair requests, and consumer
complaints at or immediately after Apple began selling the
Watches; and
d. failed to disclose that the Defect poses significant safety

concerns.
62. When Plaintiff and Class members have visited Apple Stores and/or
contacted Apple Support to complain about the Defect, Apple has concealed the true
nature of the Defect by failing to acknowledge the Defect, failing to make free
repairs under its Limited Warranty, and insisting that the Defect is merely the result
of Plaintiff’s and the Class’s carelessness.
26
63. Apple has not recalled the Watches to repair the Defect and has not
offered its customers a suitable repair or replacement free of charge. Indeed, Apple’s
conduct to this point gives every indication that its internal policy is to deny the
existence of a Defect and to instead claim the Defect is the result of “accidental
damage” caused by the consumer, and thus not covered by its Limited Warranty.
64. As a result of the issues caused by the Defect during foreseeable normal
use, owners of the Watches are unable to use them as they were intended and
expected to be used.
65. A reasonable consumer expects and assumes that, when he/she
purchases an Apple Watch purportedly designed for active wear and use, the Watch
screen will not spontaneously crack, detach, or shatter when it is being used within
its normal and/or expected range of operation. A reasonable consumer also expects
that the Watch will not be a safety hazard.
66. In addition to repair or replacement costs associated with remedying
the Defect, Apple has a duty to disclose the defective nature of the Watches because
Apple has exclusive knowledge of or access to all of the material information and
has known these facts were not reasonably discoverable by Plaintiff or the Class
members, and because Apple has actively concealed the Defect from its consumers.
27
CLASS ACTION ALLEGATIONS
67. Plaintiff requests this Court certify the following Class under Rule 23
of the Federal Rules of Civil Procedure:
All residents of New Jersey who are current and former consumer
owners of all models and sizes of Series 1, Series 2, and Series 3 Apple
Watches purchased in New Jersey.
68. Plaintiff reserves the right to amend the Class definition and, if deemed
appropriate, to divide the class into subclasses.
69. This action is brought and may properly be maintained as a class action
under Rule 23 of the Federal Rules of Civil Procedure, because there is a well-
defined community of interest in the litigation and the proposed Class is easily
ascertainable.
a. Numerosity: The potential members of the Class as defined are so
numerous that joinder of all the Class members is impracticable.
b. Commonality: There are questions of law and fact common to
Plaintiff and the Class that predominate over any questions affecting
only individual members of the Class. These common questions of
law and fact include, but are not limited to:
i. Whether the Defect exists;
ii. Whether and when Apple became aware of the Defect;
iii. Whether Apple sold the Watches knowing of the Defect;
28
iv. Whether the Defect poses a significant safety risk;
v. Whether a reasonable consumer would consider the Defect

and/or its consequences to be material;
vi. Whether Apple concealed the nature of the Defect in the

Watches from Plaintiff and members of the Class;
vii. Whether Apple had and applied an internal policy of

refusing to honor the Limited Warranty on the grounds
that the Defect did not exist and that Plaintiff and members
of the Class caused the damage to their Watches;
viii. Whether Apple’s conduct violated the CFA;
ix. Whether Apple’s conduct breached the express

warranties; and
x. Whether, as a result of Apple’s conduct, Plaintiff and

members of the Class are entitled to damages, restitution,
equitable relief, and/or other damages and relief, and, if so,
the amount and nature of such relief.
c. Typicality: Plaintiff’s claims are typical of the claims of the Class.
Apple’s common course of conduct in violation of law as alleged
herein has caused Plaintiff and Class members to sustain the same
or similar injuries and damages. Plaintiff’s claims are thereby
representative of and coextensive with the claims of the Class.
d. Adequacy of Representation: Plaintiff is a member of the Class,
does not have any conflicts of interest with other proposed Class
members, and will prosecute the case vigorously on behalf of the
Class. Counsel representing Plaintiff is competent and experienced
29
in litigating large class actions in New Jersey and throughout the
United States, including those Plaintiff will fairly and adequately
represent and protect the interests of Class members.
e. Superiority of a Class Action: A class action is superior to all other
available means for the fair and efficient adjudication of this
controversy. Individual joinder of all Class members is not
practicable, and questions of law and fact common to the Class
predominate over any questions affecting only individual members
of the Class. Each Class member has been damaged and is entitled
to recovery by reason of Apple’s improper practices. Class action
treatment will allow those similarly situated persons to litigate their
claims in the manner that is most efficient and economical for the
parties and the judicial system. The injury suffered by each Class
member, while meaningful on an individual basis, is not of such
magnitude as to make the prosecution of individual actions
economically feasible. Individualized litigation increases the delay
and expense to all parties and the Court. By contrast, class action
treatment will allow those similarly situated persons to litigate their
claims in the manner that is most efficient and economical for the
parties and the judicial system.
30
70. In the alternative, the Class may be certified because the prosecution of
separate actions by the individual Class members would create a risk of inconsistent
or varying adjudication and, in turn, would establish incompatible standards of
conduct for Apple.
71. The nature of notice to the proposed Class is contemplated to be by
direct mail upon certification of the Class or, if such notice is not practicable, by the
best notice practicable under the circumstances, including email, publication in
major newspapers, and/or on the Internet.
CAUSES OF ACTION
COUNT I
Violations of New Jersey Consumer Fraud Act (“CFA”)
N.J.S.A. § 56:8-1, et seq.
72. Plaintiff realleges and incorporates each allegation contained in the
preceding paragraphs of this Complaint as if fully set forth herein.
73. The CFA was enacted and designed to protect consumers against unfair,
deceptive and fraudulent business practices. N.J. Stat. Ann. §56:8-1, et seq.
74. N.J. Stat. Ann. §56:8-2 provides:
The act, use or employment by any person of any unconscionable

commercial practice, deception, fraud, false pretense, false promise,
misrepresentation, or the knowing concealment, suppression, or
omission of any material fact with intent that others rely upon such
concealment, suppression or omission, in connection with the sale or
advertisement of any merchandise or real estate, or with the subsequent
performance of such person as aforesaid, whether or not any person has
31
in fact been misled, deceived or damaged thereby, is declared to be an

unlawful practice . . . .
75. Plaintiff, other members of the Class, and Defendant are “persons”
within the meaning of the CFA.
76. The Watches are “merchandise” within the meaning of the CFA, and
Plaintiff and other members of the Class are “consumers” within the meaning of the
CFA and, thus, are entitled to the statutory remedies made available in the CFA.
77. Apple, through its marketing sale of Defective Watches and refusal to
repair the Watches under its Limited Warranty, used unconscionable commercial
practices, deception, fraud, concealment, false promises, and misrepresentations, in
violation of the CFA.
78. Apple also knowingly concealed, suppressed, and consciously omitted
material facts to Plaintiffs and other Class members regarding the Watches.
79. These acts and omissions directly and proximately caused Plaintiffs and
other members of the Class to suffer an ascertainable loss in the form of, inter alia,
money spent purchasing the Watches and other out-of-pocket expenses, together
with appropriate penalties, including treble damages, attorneys’ fees, and costs of
suit.
80. The CFA is, by its terms, a cumulative remedy, such that remedies
under its provisions can be awarded in addition to those provided under separate
statutory schemes.
32
COUNT II
Breach of Express Warranty
81. Plaintiff incorporates by reference all paragraphs of the Complaint as if
fully set forth herein.
82. Apple provided a one-year written Limited Warranty to consumers in
connection with every sale of an Apple Watch (this warranty period is two years for
Hermès and Edition models). Under the terms of the Limited Warranty, Apple
warranted “against defects in materials and workmanship” in the Apple Watch
“when used normally in accordance with Apple’s published guidelines for a period
of ONE (1) YEAR from the date of original retail purchase by the end-user
purchaser. . . .”
83. Apple’s Limited Warranty provides that if the warranty is triggered
during the warranty period, Apple will either: “(i) repair the Apple Product using
new or previously used parts that are equivalent to new in performance and
reliability, (ii) replace the Apple Product with the same model (or with your consent
a product that has similar functionality) formed from new and/or previously used
parts that are equivalent to new in performance and reliability, or (iii) exchange the
Apple Product for a refund of your purchase price.”15
15
https://www.apple.com/legal/warranty/products/warranty-us.html.
33
84. Notwithstanding the Limited Warranty, Plaintiff and the Class’s
Watches were defective at the time of sale. The defect is inherent to the Watches and
gives the Watches a substantial propensity to fail—rendering the Watches unusable
and unsuitable for their primary purpose—and existed at all relevant times.
85. The Limited Warranty was included with every Watch and was also
made available on Apple’s website.
86. Plaintiff and Class members used their Watches in a manner consistent
with the operating instructions prior to manifestation of the Defect.
87. Apple was on actual notice of the Defect before selling the Watches to
Plaintiff and Class members and received timely notice of the breaches they
experienced. Despite reasonable opportunities to honor the promises in its express
warranty, Apple failed to furnish an effective remedy to Plaintiff and Class members.
88. Apple’s failure to provide Plaintiff and Class members with a non-
defective replacement device, an effective repair, or a refund of their purchase price
breached its obligations under the warranty.
89. As a direct and proximate result of Apple’s breaches of express
warranty, Plaintiff and Class members have been damaged in an amount to be proven
at trial.
34
COUNT III
Breach of the Implied Warranty of Merchantability
90. Plaintiff incorporates by reference all paragraphs of the Complaint as if
fully set forth herein.
91. By operation of law, Apple—as a manufacturer of the Apple Watch and
as an offeror of the Limited Warranty—impliedly warranted to Plaintiff and Class
members that the Watches they were purchasing were of merchantable quality and
fit for their ordinary and intended use as durable activity-tracking, smart-watch
devices. The Watches were not, however, fit for their ordinary and intended use
because the Watches suffer from the Defect described herein.
92. Consumers who did not purchase their Watches directly from Apple are
the intended third-party beneficiaries of the written distribution and supply
agreements between Apple and its authorized resellers (i.e., Kohl’s), and of the
implied warranties that attach to those contracts. The retailer sellers were not
intended to be the ultimate users of the Watches.
93. Consumers who did not purchase their Watches directly from Apple are
also the intended beneficiaries of the Limited Warranty that Apply provided to its
authorized sellers with the Watches.
94. Apple impliedly warranted that the Watches were of merchantable
quality and fit for such use. This implied warranty included, among other things, a
warranty that the Watches and their screens were manufactured, supplied,
35
distributed, and/or sold by Apple, were reliable, and would not experience premature
failure when used in a reasonable and foreseeable manner by consumers.
95. Apple breached the implied warranty of merchantability in connection
with its sale and distribution of the Watches. At the point of sale, the Watches—
while appearing normal—contained the Defect rendering the Watches defective and
unfit for their ordinary and intended purpose. The Watches were defective when they
left Apple’s possession and were failure-prone at the point of sale.
96. Had Plaintiff and Class members known that the Watches were
defective, they would not have purchased them, or would have paid less for them.
97. Plaintiff and Class members furnished Apple with an opportunity to
cure its breach of warranty, and otherwise complied with any and all obligations
under the implied warranty of merchantability. Despite knowing the Watches were
defective prior to, or concurrent with, their release, Apple has refused to provide
Plaintiff and Class members with appropriate warranty relief, leaving them without
the functional product they reasonably expected in making their purchasing
decisions.
98. Apple’s actions, as complained of herein, breached the implied
warranty of merchantability and, as a result, Plaintiff and Class members have
sustained damages in an amount to be determined at trial.
36
JURY DEMAND
99. Plaintiff demands trial by jury as to all issues so triable.
PRAYER FOR RELIEF
FOR THE FOREGOING REASONS, Plaintiff, individually and on behalf of
the Class, respectfully requests that the Court certify this action as a Class action,
with Plaintiff as Class representative and the undersigned counsel as class counsel,
and enter an Order of judgment against Apple in favor of the class that:
a. Awards actual damages to Plaintiff and the Class to fully compensate

them for losses sustained as a direct, proximate, and/or producing cause
of Apple’s unlawful conduct;
b. Awards restitution and disgorgement of all monies Apple derived from

Plaintiff and Class members through the misconduct alleged above;
c. Awards pre-judgment and post-judgment interest at the maximum

allowable rates;
d. Awards reasonable attorneys’ fees and costs;
e. Temporarily and permanently enjoins Apple from engaging in the

unlawful practices alleged herein; and
f. Orders any such other and further relief as the Court deems just and
proper to correct the wrongs done to the class.
Dated: April 1, 2019 SHEPHERD, FINKELMAN,

MILLER & SHAH, LLP
/s/ James C. Shah

James C. Shah
Natalie Finkelman Bennett
37
475 White Horse Pike

Collingswood, NJ 08107
Tel: 856-858-1770
Fax: 866-300-7367
[email protected]
[email protected]
John F. Edgar
Brendan M. McNeal
EDGAR LAW FIRM LLC
1032 Pennsylvania Ave.
Kansas City, MO 64105
Tel: 816-531-0033
[email protected]
[email protected]
Attorneys for Plaintiffs
38

Case 2:2019cv09162 PRIANO-KEYSER, GINA, Versus Apple

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Case 2:19-cv-09162-KM-MAH Document 1 Filed 04/01/19 Page 1 of 38 PageID: 1

SHEPHERD, FINKELMAN, MILLER

Attorneys for Plaintiff, Gina Priano-Keyser,

(Additional Counsel on Signature Page)

IN THE UNITED STATES DISTRICT COURT

GINA PRIANO-KEYSER, on Case No.

APPLE, INC., JURY TRIAL DEMANDED

Plaintiff, Gina Priano-Keyser (“Keyser” or “Plaintiff”), by and through her

similarly situated, against Defendant, Apple, Inc. (“Apple” or “Defendant”).

counsel, and personal knowledge:

1. Plaintiff brings this action individually and on behalf of the proposed

well as injunctive and other relief.

the Series 3 Watch; and the Series 4 Watch.

defective internal components of the Watches that regulate temperature, electrical

began selling them to the public. Furthermore, consumers complained to Apple

5. Apple began to sell its Series 1 and Series 2 Watches in September

and posted their complaints on the “Communities” forum on apple.com.

6. Apple has persistently denied any widespread issue with Series 1 or

Apple acknowledged a swelling battery defect in certain Series 2 Watches and

7. Apple started selling its Series 3 Watch in September 2017. Shortly

manners described above.

members prior to, at, or after the time of purchase.

9. The Defect also poses a significant safety hazard to consumers, as it has

Limited Warranty are forced to incur the significant expense of repairing or

replacing their defective Watches.

Plaintiff and other consumers did have that expectation.

otherwise been harmed by Apple’s conduct.

14. This action is brought to remedy violations of New Jersey consumer

of Apple’s conduct performed with respect to the Watches.

warranty as a result of Apple’s conduct.

store in Watchung, New Jersey.

17. Apple is a United States corporation that designs, manufactures,

numerous other locations worldwide, including throughout New Jersey.

corporation that is headquartered and maintains its principal place of business in

Cupertino, California. Thus, Apple is a citizen of California.

JURISDICTION AND VENUE

members and Defendant are citizens of different states.

authorized to do business, and currently does business, in this state.

this Complaint emanated from, or took place in, this district.

current and former owners of the Watches.

23. Apple designed, manufactured, distributed, marketed, warranted, and

indirectly through authorized stores and other retail outlets—millions of Watches in

New Jersey and nationwide.

Watches Manufactured, Advertised, and Sold by Apple

First Generation Apple Watch.

25. Starting in September 2016, Apple discontinued the manufacture of the

Series 2 Watch in September 2017.

chosen—but dropped following the release of new versions of the Watch.

the Series 2 watch ranged from $269 to $1,249.

29. According to comparisons of Watches that are no longer available on

resistance and a brighter display. https://discussions.apple.com/thread/7704382.

Series 4 vary between $399 and $1,499.

receive phone calls.2

32. More importantly, however, Apple has consistently marketed the

Monitor your health.”3 Consumers were encouraged to pick from a variety of

33. Similarly, Apple advertised its Series 2 watch as a waterproof device

health capabilities. Likewise, the Series 3 is advertised as the “Ultimate Sports

34. Advertising campaigns for Series 1, Series 2, and Series 3 Watches

have shown, and continue to show, Apple Watch-wearers participating in a variety

Watches, consumers who purchase Apple Watches reasonably expect well-made,

use the Watches without experiencing a safety hazard.

The Limited Warranty for Apple Watches

36. Apple provides a Limited Warranty for all purchasers of an Apple