I bought my galaxy watch in December 2018, and by May 2019 the sensor cover under the watch came off. It is evidently glued together and is not sweat proof. I called support, opened a ticket, and mailed the watch in. I get an email response saying due to "water damage," I have to pay to have it fixed.
Of course there is water damage, from sweat! Is it not a fitness tracker, did you tell us it we can't wear it during fitness use or if we sweat (is there a human who doesn't sweat). No you did not. Now this sticky glue is exposed and they want me to pay to have the watch fixed instead of repairing it and using quality materials. At this point I should have stuck to my apple watch.
Called Samsung on 7/10/19 at 4p, spoke to Caroline, and they are adamant that I pay for repairs. Common sense has been lost as I included pics of the plate coming off and explanation to support. I will not pay for another watch and I will trash this watch in every review and post the pics unless Samsung makes me and (other consumers) whole...it's not right to shortcut and cheapen the quality of what is a great watch and then hold consumers liable to hundreds of dollars!!!
I had to push through support until someone understood the ABCs of the "consumer isn't in the wrong"...it's riduculous!!!
Always sad when a company can't stand behind their product. It's like: if Samsung doesn't have any confidence in what they sell, why should I?
Yes, the Galaxy Watch is supposed to be swim-proof (I use mine for 80-minute lap swims). But I guess what they're telling you is: "Well, it's swim-proof until water damages it; then it isn't."
No wonder they're being sued for deceptive marketing in Australia.
I just sent mine in for repair last week for the same exact issue. They want me to pay for the repair, also. Not happy. This may be the end of my relationship with Samsung.
Escalate the ticket until its resolved. I did until they covered it under warranty. As for the product, I agree, not sure I'll ever buy another one...and it's a shame as I really like the watch...