Samsung won't take any responsibility for their mistake!

[kimty]

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!!

[realaud]

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.

[kimty]

They said that the IMEI number is handled by a carrier, not by Samsung. They actually transferred my call to T-Mobile to make me ask T-Mobile to unlock the device. I talked to another agent in T-Mobile, but she said that the device can be unlocked only after it is associated with a T-Mobile account which I don't have. So, it was a dead end. They didn't mention anything about flashing the firmware. They kept saying that there is no way to extend the return window in their system, so they cannot do anything about this device. Sigh.

[realaud]

You could consider switching to T-Mobile. Their coverage is excellent, their pricing is better and you get perks. You can always switch back after they unlock it if you hate it.

[ChaosSaber]

I would try a different Verizon store because they only have 2 options on their site, LTE and BT, no carrier option

[kimty]

The Verizon store was a dead end as well. The staff in the store that I visited and a customer service representative that the staff talked on the phone (for getting a help) tried to put the IMEI number, but the system said that this device was not compatible with Verizon. Thus, with this IMEI number, it will be the same on any Verizon store.

[ChaosSaber]

I would try and sell it and get the Watch you need

[ChaosSaber]

I don't know what happen to my post, but from the research I have done, everything comes back to Galaxy Watches are not carrier-locked, so I have no clue what they are doing

[kimty]

Well, both agents in Verizon and Samsung confirmed that the IMEI number is locked to T-Mobile. It seems that I'm not the first person experiencing this issue:

https://community.verizon.com/t5/Watches/Watch-IMEI-is-not-supported/m-p/1771315

[ChaosSaber]

Can you confirm with ATT and see if it can be activated on their network, I seem to recall people having this issue when the Watch 6 first came out, something about not doing the IMEI numbers in their system