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Galaxy Watch Sensor Cover Fell Off

(Topic created: 05-22-2019 02:44 PM)
userWBHd5eMSjS
Constellation
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Galaxy Watch

I got a Galaxy Watch 7 months ago and have loved it immensely. However, last week the cover for the heart rate sensor on the back fell off. I could see that adhesive that had held it on was there, but was squishy on no longer able to hold it on.

 

I sent it in to be serviced and was informed that it was no longer under warranty because of the condition it was in, the reason being that it was water damaged. The watch has never been under water and was still functioning when I sent it in. I argued that even if it was water damaged, the only reason it was was because the cover for the sensor had fallen off, which in itself would be a warranty issue. They did not budge and insisted that I pay for the repairs ($430)

 

Can anyone think of any advice on other options to proceed, or am I simply out of luck?

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SamsungJustin
Community Manager
Community Manager
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Galaxy Watch

Sorry to hear about this. This would be a servicable issue.

 

Please note, that if there's any water or sweat that has gotten in the exposed components, this could cause liquid damage to your unit. Liquid damage is not covered by the manufacterer's warranty, so any needed repairs would have costs associated. 

 

If you are out of warranty, please reach out to our depot team to obtain pricing for repairs - 1-310-669-4334. 

 

For in warranty units that are experienicng these symptoms please reach out to us one of the following ways: 

Contact Moderator

Contact us on Facebook

Contact us on Twitter

Call us at 1-800-726-7864

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236 Replies
Atrebido
Asteroid
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Galaxy Watch

Also happened to me 

They repaired it for free the first time its been 3 months and has happened again ...

Ive been a loyal customer and have owned every watch they have ever made plus numerus phones hard drives etc etc ...

Very dissapointed ....

 

userYti7yHRUER
Constellation
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Galaxy Watch

Same thing happened to me. Only had my watch a month and the back cover came off. They repaired it for free the 1st time and not even a month later it came off again.  I never get it wet, don't shower with it or swim with it. The only moisture it has gotten is from working out. So disappointing because I really liked my watch.  Not even going to bother contacting to get it fixed. I just put it up and will never buy a Samsung watch again and will make sure to tell everyone the same thing. It's obviously a problem, they need to figure it out.

userlikm3GDFgk
Constellation
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Galaxy Watch

Same exact issue I had. The first time they repaired the watch for free after I was on hold and transferred to the incorrect department over and over for 6hrs. The 2nd time there was no external damage nor had I swam with or showered with the watch. They claimed the watch had liquid damage and would not repair it.

Samsung_wfKatPr
Astronaut
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Galaxy Watch

Time to look for another phone product! I have learned the hard way warranties aren't worth paper,time or money spent on them!!! I have yet for a guaranteed product whether it was car,phone,walk in tubs,that stood by the promise they gave you!! My advice get the Cheapist up front and replace when broken!!! Really sad.

userwl2Rgpd4w5
Asteroid
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Galaxy Watch

I always tell people to get the Best Buy warranty. They will swap it out immediately in most cases. I got this as a gift so I didn't have the warranty and had to send it to Samsung. Total disappointment.

userl0oBGmTRFp
Constellation
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Galaxy Watch

I bought one in late Jan. and bought the $40 Best Buy warranty. The back fell off in May. I brought it back to the store and they were "shocked" that it happened and exchanged it, but I had to buy another $40. warranty. Good thing.  After 4 months, the back fell off the 2nd one.  Best Buy again, "shocked, never heard of this issue!" I never got them swam or showered or got it wet;  but do wear sunscreen and suspect that could be this issue?

Anyway, am done with a company that refuses to acknowledge a major issue with its product.

 

 

userST7oPJ6dZk
Constellation
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Galaxy Watch

This also happened to me. How do I report? I got mine through Verizon should I go through them? I don't want to have to pay a deductible when this is obviously a known issue.

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Atrebido
Asteroid
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Galaxy Watch

So it happened not only once but twice and samsung has basically asked me twice for the same info but has not reached out to me anymore its a shame because it really is a nice watch I actoally just put 3 tiny dots of krazy glue on it and its just like new again ashame they probably loss me as a consumer for such a easy fix

userC2wadgKgcd
Constellation
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Galaxy Watch

Did you clean off the goop before adding the krazy glue?

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