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Original topic:

Galaxy Watch sensor cover fell off

(Topic created: 03-24-2020 07:28 AM)
Samsung_fsVAQy2
Asteroid
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Galaxy Watch

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. 

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SamsungJam
Samsung Moderator
Samsung Moderator
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Galaxy Watch

Based on the symptoms that you're experiencing, this would be a serviceable issue.  

 

You could contact your carrier or insurance provider (if that's something that you have available) or you can send me a private message here: http://bit.ly/2ihPL97


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

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user4xhJggJo7X
Constellation
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Galaxy Watch

I have been a loyal Samsung customer for nearly 20 years. I they make a good product. This watch!!! How can something so essential as a sensor cover come off of a watch. Especially since it is used to  track fitness. Why is there not some type of backing to protect this. I have had this watch for 10 months. I can't believe  I've lost 400.00 on a poorly made product. I can no longer stand buy or purchase your products. I am so disappointed. 

userY3YnrJ6Ii3
Constellation
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Galaxy Watch

This is the 2nd watch in the past 10 months that this has happened to. The first time Verizon warrantied it. Ive had to talk to Samsung this time and they opened up a reference ticket but they said that i will have to mail in the watch first so they can see and they will try to repair it or replace it. But after reading the comments on the other threads, I am pretty sure that Samsung will tell me the same thing that without the back sensor plate there is now damage or or water damage. I do not swim or shower with it on. I don't work out vigorously. I only wear it when I am awake. Other people are having to pay over 200$ to have it fixed. Very dissapointing. And when I talked to a Samsung representative, she said that this never happens so she did not know. After reading other posts, I am clearly not the only one that this has happened to. Samsung should be ashamed of themselves. The only way they still seem to be in business is that they lie and cheat their customers. 

 

I love Samsung and i was super excited about my note 9 and galaxy watch. But after the watch issues, i think i might just have to go to apple products. 

 

SAMSUNG you should be ashamed of yourselves for not standing up and honoring your waranties on your products.

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Toot27
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Galaxy Watch

after 8 months, same thing happened to mine

and it has never been near water at all

very disappointed, I should not have trusted Samsung since my Gear Fit2 had the same issue but thought Galaxy Watch would be better!

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userFKGSfckupr
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Galaxy Watch

I had the same issue. The backing came off and it won't even charge without it. I don't see an option to message samsung about it on the site, how were you able to contact them?

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SamsungMoon
Samsung Moderator
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Galaxy Watch

Hello!

 

I can understand your concern here and I would like to assist the best I can. Could you please elaborate on the symptoms you have experienced. 

 

When did this happen?

How did you first notice this?

What kind of activity was being done before this was noticed?

 

Send that along with the model and serial number to me in a private message so I can assist you further. https://bit.ly/2SUXRar

 

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userDW7rvb2Jln
Constellation
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Galaxy Watch

I have had my watch for 4 months and the back panel came off yesterday. Like everyone else who has posted, mine has not been exposed to water. Is it actually worth following up with Samsung on this? We have had major issues with the company when purchasing appliances for our kitchen and their customer service is absolutely appalling considering how much of a loyal customer we have been over the years. Can the watch operate without the back panel?

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Almando
Product Expert
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Galaxy Watch

I would contact Samsung and see what they can do if the watch is still under warranty , I'm sorry you're experiencing this , I suggest not to use it without the back before further damage occurs.

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ChrisLowe
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Galaxy Watch

Customer service is a joke in this country anymore. I feel your pain

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GaryB82
Samsung Care Ambassador
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Galaxy Watch

Sorry to hear that this happened to you I would recommend contacting one of Samsung Certified Repair Center at the links below to help get it fixed.

 

https://www.samsung.com/us/support/service/locations/

Or

https://www.ubreakifix.com/locations

 


If you've found my post to be helpful, please like the post. If my response resolved your issue, please press the "✓ Accept as Solution" button.

Gary-B82-Ambassador-Signature2Note 10+ Verizon Wireless
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