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.
I've had my Active 2 watch for only two months. Same story as all of the postings below; I've never taken it swimming or in the shower & the sensor back fell off. It's never seen a drop of water, only sweat. This is heartbreaking!!
Please send a private message with the full model code and the serial number or IMEI number. I will be happy to look into this for you. 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.
I had the same problem with my Galaxy watch my wife purchased for me a little over a year ago for $350.94 . The cover on the back of the watch came off, I sent it in for repairs and paid the "initial repair fee" of $81.12 and due to "water damage" they're now asking for $246.85. A brand new Galaxy Watch would cost $179. Why would I pay nearly the same cost as the original watch cost, when the watch couldn't have been well made if the adhesive holding the sensor cover comes off after just a year's worth of normal usage? I had loved Samsung, but this is absolutely absurd! I fully acknowledge there's a price for parts, but if the adhesive was capable of actually staying, there wouldn't have been any damage. And for a $350 product to be completely useless and needing a main board replacement and everything else they're charging, I can understand why there's only a 1 year warranty on it. Not even worth paying the $81 for new adhesive, and certainly not anything I'd be proud to own if it needs to be replaced every year.
This same thing happened to me. I sent it to Samsung after they told me they could fix it since I was in the one year warranty. After they received it, they sent me an email saying it was out of warranty due to water damage. The water-resistant watch had water damage. They told me they would fix it for $280 which for an adhesive is absurd. They sent it back to me (Unfixed) and now it won't even turn back on. I don't know what happened when they had it but this is the last time I will ever buy from Samsung.
Same thing happened to me, it's been around 2 user using my watch and the adhesive from the lid the just fell of, after seeing all the messages here, it's probably just best to get an apple watch, fitbit or Huawei watch, since my previous experience have been terrible with Samsung support, hence the Samsun Duo Pad, which I had to pay to get them the device since I'm outside the US, and new unit came back with same issues.
Bought a Galaxy watch.. Never seen abit of water but the back glass on the heart rate sensor has fallen off. Wrist was smeared with glue which stuck the glass to my hand. I'm thankful for that at least as the glass would have been lost.
What I saw is they use a 2 sided adhesive to hold that glass in place. That glue becomes gummy and the glass essentially drops off.
My watch has seen zero water aside from sweat but the watch is water resistant so that shouldnt play an impact.
After reading all the posts this is definitly a design issue. I was floored on Samsungs response.
Mine has fallen off as others described, have had it less than a year and never remotely gotten it wet (sadly barely even sweat with it, lol) I see only a couple of people that glued it back on....one with crazy glue and one with "black silicone adhesive" Any of you out there having luck with this? Has it held up? Watch still working? Also I have had bad wrist pain - does anyone have pain they suspect could be linked to this issue? Seems like nerve issues. Sounds like this device is a mess and Samsung's response is even more of a mess. I'm still paying my device off and can't even use it and am angry that there appears to be a known defect and that it's also potential harmful/dangerous.
I am having the same issue as well. this is my second watch and the same thing is happening. I will keep taking back and getting a new one till they say I can't.
Well my issue happened a week before my warranty was going to run out. And mine had no liquid damage whatsoever which is what they tried to tell me In the end I got a refurb and watch they sent me another one. But I didn't think I was going to get one of my husband not too long after bought me an Active 2 and I like it much better. I also have an old gear S3 that was my first smartwatch it's big I gave it to my husband and I recently heard the new s21's may not work with the gear S2 or 3 I wasn't really sure so I got him the newest Galaxy watch 3 because there was a sale and a good trade-in. And now we're getting new next week for pre-order on the S21s I said I wouldn't buy Samsung ever again but since they ended up finally sending me a watch I changed my mind and that all had to do with somebody on here that was so helpful..
