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Galaxy Watch Active 2 back sensor fell off!

(Topic created: 09-13-2020 04:53 AM)
user9wMwqYhK4N
Asteroid
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Galaxy Watch

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? 

user9wMwqYhK4N
Asteroid
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Galaxy Watch

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!

user8PKl2B7JAk
Asteroid
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Galaxy Watch

Removed watch to put on charger at the end of the day and back sensor cover was stuck to wrist.

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SoloPulcino
Astronaut
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Galaxy Watch
I'm wondering what can I do, so my watch's screen is all black even it still vibrates when I get notifications but nothing shows up,  the screen still all black.
I've been using for almost 3 months now and everything was okay until today, no accident no abuse, just like that.
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SamsungRei
Samsung Moderator
Samsung Moderator
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Galaxy Watch

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



Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.



Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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userdnny8OB1MP
Astronaut
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Galaxy Watch

How can I get fixed?

Adaboy
Supernova
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Galaxy Watch
Send it in for service. While you at it get a new battery if its S3 or older.
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user69IJiITv9P
Constellation
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Galaxy Watch

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. 

 

user9wMwqYhK4N
Asteroid
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Galaxy Watch
That's awful! Just know, like you, I haven't had mynwatch for a year and the back sensor came off in June of this year. Samsung fixed it, no charge and the watch worked fine. Then the ECG feature came out & it wouldn't work on my watch. I turned it back in to samsung for repair and they charged me $81 because when they received the watch, apparently the back sensor was off again and the battery was damaged. My watch was in excellent condition when I mailed it to them. I've never dropped it or gotten it wet. For three days Samsung gave me the run around. I would be on hold for 40-45 minutes at a time, they would transfer me to another dept and I'd continue to be on hold for a ridiculous amount of time only to be hung up on. Their customer service was beyond terrible. Eventually I literally broke down out of frustration and paid it. My watch is still in repair with no expected return time. My family made the switch from Apple to Samsung & we got Galaxy phones (Note 😎 and we bought three watches last Christmas. After this, I'm never buying a Samsung product again. They don't stand behind their product, they don't care about their customers, and their wearables aren't made well at all...this whole process has been an frustrating ordeal.
I'm truly sorry you're going through this. Consumers pay a lot for these watches & they should last longer than 9 months.
JohnRichard
Cosmic Ray
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Galaxy Watch

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:

 

  1. Galaxy-Watch-Sensor-Cover-Fell-Off 
  2. Galaxy-Watch/Back-sensor-Cover-Fell-Off 

 

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!!!

usertFAO3Lr01I
Asteroid
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Galaxy Watch

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.