I've had my Galaxy Active 2 watch since Christmas, so not a year yet, and the sensor on the back just came off. I'm not sure what to do, but this is incredibly frustrating. It hasn't gotten wet so I'm not sure why that happened. Any ideas?
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I'm sorry. Mine did the same thing back in June. I called the 1-800 Samsung number and they had me return it to get it fixed. Everything was fine until the ECG update came and that feature wouldn't work on the watch. I called the 1-800 Samsung number again, sent it in. A few days later, I received an email saying the back cover (that they repaired) was off and my battery was damaged and I had to pay $81 to have those fixed. My watch isn't even a year old yet. When I turned the watch in, I followed their instructions to a T...bought a box, bubble wrap, and had mailed it with the watch secure and protected in the box. So, how did that damage happen? I don't know. It took three days of me trying to talk to the people repairing my watch and never got a hold of anyone. One of the representatives gave me a UPS ticket number that ended up not being in their system. The Samsung representatives would transfer me from dept to dept but I'd stay on hold for 45 minutes and then the call would disconnect me. Yesterday, I was just done. All this damage to my watch and no one there would help me. So, while crying, I told the representative I would pay. Regardless of my customer service experience, I won't buy another Samsung product, especially a wearable. It makes me so sad, because I really liked the watch. I have a Galaxy Note 8 phone and like it.
If you get the back of the watch fixed, just beware, apparently they can come off again. Good luck!
I will be happy to look into your options. Please send a private message with the full model code and the serial number or IMEI number from the back of the watch. http://bit.ly/2XERsky
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I had my Galaxy Watch Active2 for about 9 months and absolutely loved it. I have always taken good care of it by removing it before washing my hands and cleaning it off after usage throughout the day. During a hot day at a baseball game I felt vibrations from my watch and look down and could not understand why it was flashing colors. After removing the watch I noticed the back cover over the watch was coming off. I instantly pushed it back on and put the watch in my bag thinking I would minimize damage to it and hope that cooler weather would fasten the glue back into place. Although the cover did manage to reattach itself I experienced massive problems the following days until it was unresponsive completely. I was happy to send the watch back in since it was covered by warranty and was clearly a defect on Samsungs end to only recieve a repair cost $10 shy of ordering a brand new watch. I called Samsung thinking it was clearly an error to find out that somehow it was considered a void of warranty due to water damage. I was completely confused since the watch has never been submerged under water nor to I care to ever take that risk with any watch. My wife on other hand swims on a frequent basis and still has her watch running perfectly. I canceled the repair and hope to possibly try to fix this issue on my own. My family is Samsung all the way and this was the first problem we have ever had with any device. Not sure what to say...never wrote to a thread in my life. Just know if the back falls off...time to move on in this case.
I'm truly sorry you're going through this. Consumers pay a lot for these watches & they should last longer than 9 months.
We bought two of these watches recently, with a Manufacturer's Warranty until March 2021.
Very disappointed!!! The back cover on one became unglued on its own.
This was NOT due to any action/abuse on our part. It has NEVER been under water, in a shower, a tub, etc. It has simply been worn on a wrist under normal daily activity.
This is clearly a manufacturing defect based upon the ongoing/multiple threads in these user groups:
I started a Service Request online in my Samsung Account, only for it to inform me that it will cost $81 to repair in advance.
I understand when Physical Damage is due to the customer's actions. But under the circumstances, I do NOT believe we should have to pay anything for this type of issue, especially within the Warranty Period.
Samsung needs to do the right thing for their customers!!!
This happened to my watch as well. I never wore it to swim or put it underwater, but the back still came off. It does seem to be some sort of design or manufacturing issue.