cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Cosmic Ray

Re: Galaxy Watch sensor cover fell off

JUMP TO SOLUTION

@Samsung_fsVAQy2 wrote:

I purchased my Galaxy Watch less than one year ago and technically it's still under warranty. Recently the sensor cover on the back of my watch fell off, so I contacted Samsung to file a claim. I was sent a return label and I returned the watch. Samsung contacted me today to tell me that my warranty has been voided since my watch has liquid damage. I have never submerged my watch in water or even showered with it. The only liquid that could have gotten into the watch is sweat. I'm a paraplegic that uses a manual wheelchair, so sweating is definitely part of my daily routine. The Galaxy watch is a watch that Samsung advertised as one that you can swim in, but mines could not withstand the daily sweat from a paraplegic. I have been a loyal customer of Samsung for several years, spending several thousands of dollars on their products. After the lack of costomer service that I received today I will be taking my future business elsewhere. Samsung asked me to pay $339 to have my watch repaired. I am very disappointed with Samsung and their attempt to take advantage of customers. 


So did they do anything for you. I bought my Galaxy Watch 4/2/19 and gave my husband my Gear S3. I told the person on the one the back sensor piece came off just like all these other people are having problems with. That's when it quit charging and gave me a message about being too hot. I'm so careful with my watch and never shower with it. They are telling me it's but covered and want me to pay 225 bucks.

 

I am so upset! I know I didn't damage the phone myself. I even have a screen protector on there. I got an email today something about LCD and being out of warranty and having to pay the 225. We have had extra Samsung phone since the 7Edge we switched from HTC and if they don't make this right I'm done with Samsung also. I tried to call them tonight and no one was there. 

 

 

Please let me know what that did for you. I told the person on the phone exactly what was wrong and what happened and he said I was under warranty and now the email says I'm not. I don't get it! 

 

Reply
Loading...
Highlighted
Constellation

Re: Galaxy Watch sensor cover fell off

JUMP TO SOLUTION

same thing here the cover fell off and now its no longer charging I havent done anything yet because afrer reading all of the comments here the common factor is Samsung will take advanrage of the customers.  does anyone able to fix it on their own? 

Reply
Loading...
Highlighted
Constellation

Galaxy Watch Sensor Cover Fell Off & Overheating

JUMP TO SOLUTION

I've had my smart watch for about a year and a half, and have not had any problems until recently. First, the lens cover to my sensor came off randomly after a day of regular conditions, I was able to pop it back on (but it keeps falling off as expected at that point). Then I put the watch on (after charging on my station that came with the watch), and it started to burn my wrist. I reset the watch waited a day, tried to put it on again and again the wrist burning ensued. I really do love this watch, just upset that it is not holding up (as this watch was not a cheap purchase). I'm at a loss with this situation.....

Reply
Loading...
Highlighted
Samsung Moderator
Samsung Moderator

Re: Galaxy Watch Sensor Cover Fell Off & Overheating

JUMP TO SOLUTION

Hey there!

I would be happy to look into your concerns.

Can you please send me a private message with the below information here at this link: http://bit.ly/2GH8URL

Model code:
Serial Number:
Did you sustain any injuries?
If so can you also add any images of your concern in the message?


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.

Reply
Loading...
Highlighted
Constellation

Sensor cover fell off

JUMP TO SOLUTION

I put my Samsung Galaxy Watch on the charger and woke up the next day with the sensor cover off. It had sticky residue on the back and my watch won't charge. I haven't had this watch not even a yr and I loved it but what can I do?

Reply
Loading...
Highlighted
Asteroid

Re: Sensor cover fell off

JUMP TO SOLUTION

I am sorry to hear this happened.  I never heard of something like this happening.

Reply
Loading...
Highlighted
Asteroid

Re: Sensor cover fell off

JUMP TO SOLUTION

Same here after 9 months. happened 3 days ago

luckily I had Best Buy warranty, they replaced it

looks like common issue. unfortunately, I expec it to happen again

Reply
Loading...
Constellation

Re: Sensor cover fell off

JUMP TO SOLUTION

Same exact thing happened to me and they want me to pay for water damage that wouldn't have happened had the cover (that's not supposed to fall off) not fallen off.

Reply
Loading...
Highlighted
Constellation

Re: Sensor cover fell off

JUMP TO SOLUTION

This just happen to me too. The cover fell off in my hand when putting in on the charger in the morning. It was dead and would not charge. I am sending in for service under its warrenty, but I am guessing they are going to find water damage and not want to take care of it...We'll see.  I totall agree with your comment that if the cover was not defective and would stay on, water damage would not have happened.  This is Samsung's issue but as usuall with thie huge companies, they always try to get out of their responsibility  even when good old fashion common sence provides the truth. 

Reply
Loading...
Highlighted
Astronaut

Re: Sensor cover fell off

JUMP TO SOLUTION

20200310_084633.jpg

 

I'm glad that I'm not the only one having this same problem.  After many hours and being re-routed more times than I care to count, I was able to send the supervisor, ntcm_ag030@sea.samsung.com, a clearly visible picture of the back of the watch where only the adhesive is clearly jacked up (not even sure where the sensor cover is).  He said that he didn't see what I saw seeing, so I got a second opinion from a friend, who works in tech, to look at the picture and she said that it's clear that the adhesive failed to keep the cover on, hence the water damage. 

 

According to Samsung's specs, the watch is water-resistant up to 50 meters (https://www.samsung.com/us/mobile/wearables/galaxy-watch-active/specs/ ).  How do you think they tested that in order to make that public claim?  WITH THE SENSOR COVER ON! Now they want me to pay them to repair my watch (purchased last July).  At this point, you can scrap it for parts.  I'll be moving to a new wearable and phone manufacturer.   

 

Reply
Loading...