I placed an order for Galaxy Watch 7 with WIFI and LTE (unlocked) on the Samsung website on Oct 19, 2024. I got the device, but I couldn't pair it with my old Galaxy Note 9 because of the low version of Android in Note 9. While I waited for my Galaxy Flip 5 that I sent to the Samsung repair center due to a broken screen, the watch sat on my desk for ~1 month. The repair took ~1 month due to overcharge and part issues, and I finally got the Flip 5 yesterday. I went to the Verizon store to use a mobile plan on the watch, but the IMEI number didn't work. I called the Samsung customer service and found that this device is locked to T-Mobile although I ordered an unlocked device. I talked to 5 different agents in tech support, e-commerce, and warranty department of Samsung, but none of them tried to take a responsibility for this mistake although all of them admitted that Samsung sent a wrong device to me by mistake. They kept saying that it is out of the return window (15 days), and there is nothing that they can do. They didn't provide any compensation either. I'm deeply disappointed at the customer service of Samsung USA! Make sure to check your device right after receiving it in any method. Samsung wouldn't take any responsibility if you go beyond the short return window!!
It seems to me that even if they dont want to replace it (they should, it's their error), they have the ability to lock it to a carrier, they should have the ability to unlock it or flash the firmware.
