Saturday afternoon, new Apple Watch owner Ken Lecomte posted a frightening photo to Google+: His device with shattered screen. The spider-spray pattern is eerily familiar—one seen so many times—like an iPhone clumsily dropped to floor or pavement. The fruit-logo company boasts about the gadget being a wrist computer, but should it be as easily breakable as the other that customers carry?

I contacted him yesterday, and he shared his story, providing photos that also authenticate him as the watch’s owner. The problem with Ken’s story isn’t truthfulness but lies spun around it. Fanboyism is a cancer that spreads across any tale like his. Already, accusers flame his original post and others resharing it. Apple defenders are venomous. “I’ve been amazed with the amount of negativity”, he says. “It seems a lot of people just can’t believe that Apple could make a product that could break or have a design problem”.

Meanwhile, Apple critics call for label strapgate; there have been too many “gates” already. We don’t need another caustic moniker. In this toxic climate, legitimately aggrieved customers cannot easily step forward. The focus should be the device and whether there is a design flaw or owner error.