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Active2 watch overheating

(Topic created: 03-06-2022 02:58 PM)
userrg1IwseyGu
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Active watch overheating.  Samsung has not been very helpful about this.  They serviced my watch to tell me,  it has water damage.  According to their website, Active watches are water proof and have a swimming activity tracker.  They proceed to tell me i shouldn't have swam with my watch.  I have not being able to get any help and everytime I write a review of the product, they just delete it.  I used to be a major fan...very disappointing.

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Samsung_Moderator
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Thank you for reaching out. I can certainly understand your frustration with your watch not being covered due to liquid damage. Though we cannot speculate how the damage occurred, our product support team is who determines if this type of damage is consistent with that of physical/liquid damage. Under the Samsung limited warranty; physical and liquid damages are not covered for repairs, even on all of our water resistant devices. Due to the limitations of the manufacturer's warranty we are unable to to change this decision once it has been made. I sincerely apologize for the frustration and inconvenience this may cause. 

 

Also here is a link with some more tips and tricks on the water resistance on Samsung watches.

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Charkatak
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Companies do advertise a feature, but don't stand behind it. If your watch came with a defect from a factory which made it not water tight, then it isn't your fault. Don't know if you called them or emailed... try calling. Do you remember what you did or when that overheating started?

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userrg1IwseyGu
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I contacted them multiple times. Email and call, they just opened multiple tickets and that is...

After, I got out of pool.
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Charkatak
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Your watch was under warranty when you first contacted Samsung? Normally I see some users go to reddit site or another news site and tell their story. If that story gets enough views, then it may catch Samsung's attention

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Samsung_Moderator
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Thank you for reaching out. I can certainly understand your frustration with your watch not being covered due to liquid damage. Though we cannot speculate how the damage occurred, our product support team is who determines if this type of damage is consistent with that of physical/liquid damage. Under the Samsung limited warranty; physical and liquid damages are not covered for repairs, even on all of our water resistant devices. Due to the limitations of the manufacturer's warranty we are unable to to change this decision once it has been made. I sincerely apologize for the frustration and inconvenience this may cause. 

 

Also here is a link with some more tips and tricks on the water resistance on Samsung watches.

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userpk1xSZ4lw7
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I received a Galaxy Watch4 Classic from my wife for Christmas 2021 and after wearing the watch for just over 2 months the watch started acting up and not functioning properly.  It would cycle on and off and try to reboot the system.  The power button stopped working and would not power on or off.  I sent my watch to Samsung last week for repairs and their emailed response to me was that they can repair it but it will cost me $713.37.  My wife bought the watch from Best Buy for $345 in November of 2021.  This is insulting and infuriating at the same time.  Really Samsung, you expect a customer to pay out 2x the cost of your product to have it repaired.  If I paid that cost to them then we would have paid the equivalent of 3x the cost of the watch.  If this is how a company treats it customers then that is sick!  I called support this morning to talk to a representative and the first guy laughed when I told him the cost of the repairs that his company expects me to pay.  He tried to get a tech support representative on line and after about 10 minutes of me waiting for him to return he explained that they are not answering the line and that he will transfer me to wait for a rep to be available.  I waited for another 10-15 minutes only to get a representative that gave me more runaround.  Her response to me was Sir I don't make the product and all that she is doing is speaking from a tech report script that states that the watch had moisture in the unit and the warranty is voided.  So a watch that has been worn for less than 2 months, only time it touched water is by me showering, washing my hands or sweating while working out, can't handle this and it is my fault.  Samsung advertises that their watch is water resistant to 1 meter submerged for 30 minutes at 5 ATM.  Well since I have never swam with the watch if there is moisture in the unit then clearly their device or seals are defective.  I told her that it is unacceptable that her product failing under these circumstances is not acceptable or my problem and her response was that she doesn't make the product Samsung does.  Keep playing word games that really helps the situation.  I told her is she not a representative of Samsung so when I say your product as a rep this is yours as well.  You work or associate with this company so you are Samsung in my eyes.  I asked to speak to a manager because she can't make decisions or resolve anything.  Her response is that all the managers are busy and can't take my call.  I told her to have someone return my call that can actually make decisions or has answers because I am not paying to repair a 2 month old product that in my opinion is defective.

userrg1IwseyGu
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That is my point they really don't want to take care of their customers. I tried to post comments on advertisements to warn people, someone from their company delete them...

I think if the watch has an issue then don't advertise as a feature, I'm a swim instructor, I'm in the water all the time. I got the watch because it could track my swim.
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userrg1IwseyGu
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And then for them to tell me repairs going to cost more than the watch, what is the point.
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