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New Galaxy Watch does not count steps

(Topic created: 11-09-2018 03:30 PM)
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Galaxy Watch

Hi! Just got my Galaxy Watch yesterday. And already today it stopped counting steps. It counted a little and then all together quit. I reset it multiple times and after the third time it counted 50 steps and quit again. Any one else is having this issue?

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userfIrpVmyfxX
Constellation
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Galaxy Watch

Yes. Me! Have you managed to get it sorted yet?

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user39wh3C0Kkg
Asteroid
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Galaxy Watch
I've tried all the suggestions and it's still way off. It counts better outside than in the house, but I'm constantly on the move in the house. My gear 2 counted much better. Very aggravating
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useruXTBbaB5ex
Astronaut
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Galaxy Watch
Same thing here. 2nd watch I've purchased and still same thing. Tried all the steps to fix and nothing.
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userbrd1WwlJr4
Constellation
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Galaxy Watch

So (not that I'm an Apple fan), but Apple can fix the "chargegate" scandal in a matter of days with iOS 12.1 in beta, but Samsung are completely silent on this........  I have read that so many people have returned their devices, myself included x2

 
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usercdoAp46dEI
Asteroid
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Galaxy Watch

After emailing the CEO's office I received a call from a very helpful representative from the executives office. Though she was not able to tell me what is wrong with my watch, she was able to confirm there is no plan for a software patch to be released in the near future. All of the issues we have seen, poor step counting, poor HR monitoring etc., are known issues with the watch, with unknown solutions. She was not able to tell me how Samsung plans to repair them, and I didn't push for an answer. It's not her fault, she was being very helpful. I expressed my annoyances and stated the watch is going back to Amazon today. 

 

I recommend anyone who still has issues to email the CEO office, you might get some answers.

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Galaxy Watch

Thanks for letting us know. A moderator from Samsung+ reached out to me in a private message today about the info I already provided to another moderator here 3 weeks ago... The watch number 3 is going back.

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sjtsnix
Asteroid
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Galaxy Watch

I was 'this close' to purchasing a couple of the Samsung Galaxy watches.  then I read this thread... that purchase won't be happening anytime soon.

 

Was going to be my first smartwatch purchase... guess I'll just have to keep my money, or take my money elsewhere.

 

Hey Samsung, when do you plan on fixing this issue? or would you prefer not to sell anymore of these watches?

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userLSOdTucluy
Constellation
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Galaxy Watch

I am also having this problem. Bought watch today in Australia. Turned off everything as suggested and it picks up steps *sometimes*.

 

PLEASE FIX SAMSUNG. Very dissapointed will be returning if not fixed.

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SamsungNik
Samsung Moderator
Samsung Moderator
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Galaxy Watch

The mods are messaging almost everyone in the threads with the same questions. However, we are only messaging US model owners. If the watch was purchased outside of the US, you will need to reach out to the support team in your area for assistance. 

 

Thank you guys for replying to us and providing the requested information, I know for a lot of you it's repeated information. I don't know much as far as what exactly the plan is, but our specialists are working diligently to get us more information. Once we know what they are planning, we'll be updating everyone publicly. 


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.

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usere9iAdHGWu1
Asteroid
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Galaxy Watch

Any updates?


@SamsungNik wrote:

The mods are messaging almost everyone in the threads with the same questions. However, we are only messaging US model owners. If the watch was purchased outside of the US, you will need to reach out to the support team in your area for assistance. 

 

Thank you guys for replying to us and providing the requested information, I know for a lot of you it's repeated information. I don't know much as far as what exactly the plan is, but our specialists are working diligently to get us more information. Once we know what they are planning, we'll be updating everyone publicly. 


 

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