Sensor cover came off on the Galaxy watch line

[userYP50geBk05]

I bought my smartwatch in May 2020. In August 2020 the sensor cover came off. I was able to send it off and have it repaired at no charge.  Today, a month after the warranty expired, I was wiping off the underside of the watch with a damp paper towel before I put it on the charger, and the cover came off. AGAIN. 

I don't mind paying for repair service but the cost estimator says it's going to be $81.  To glue the sensor cover back on. AGAIN. That's about a third of what I paid for the thing.

I don't think so. What a ripoff. I'm irritated and disappointed at what a piece of junk - and what a hassle to deal with - this watch has turned out to be.

[user8oCuUoXyTR]

i have the same issues with you, after the quarantine and happily go for swim with the watch like i usually do , but the screen started being glitchy and having ghost touches and keep popup with sumsung pay mode. And then the whole screen go off and not responding anymore.

my watch still under waranty but sumsung done honor waranty for water damange, then the repair cost is FAR MORE EXPENSIVE than purchase a new watch.

i'm so dissapointed with SUMSUNG and not trusting their IP68 raiting anymore.

please consider before you buy!!

[userQ7yaRxsTug]

I am having the same issue. My watch got wet and stopped working. Sent it in and now i am being told that a water resistance prroduct got water damage. They are bot covering it because the parts that need replaced are expensive, thats the way they made it sound. I am going to file a BBB complaint.

[userKY3Adh3mnT]

Have same issue with mine full water damage inside and not economical to repair. Pretty disappointed to have $500 Smart watch with the durability of an Apple product. Have escalated the issue as the product should be better! Will reply with outcome 👌

[usereMA0UQ3jXS]

I am having the same problem I sent my watch in to get replaced under  Warranty and they said they can't replace because of water damage I have been a Samsung customer for years family a 6 With Samsung products I am leaving now and will never buy Samsung again over their policies over a 169 watch. A few months ago my ring door fell stopped charging replaced right away even know warranty was expired. Good customer service keeps people buying 

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@nicholasyfu1 wrote:

A few months ago, I bought a Galaxy watch to go with my S9. It was pretty expensive, but it worked great and I loved using it to get notifications and track my health and sleep. In addition, Samsung advertises the Galaxy watch as having 5ATM (50 meter) water resistance. I never trusted IP68 ratings, so I always avoided getting my phone near water, but I thought that (1) due to the 5 ATM rating and (2) due to Samsung’s advertising, that the watch would be fine with water.

However, last week, my watch suddenly became unresponsive. The screen wouldn’t turn on, and I tried holding the power button, holding both buttons, putting it on the charger - but nothing worked. My watch wouldn’t turn on. So, I reached out to Samsung on their online support chat with my problem, and the representative told me to send my watch in for repair, and that it would be covered under warranty. I sent out the watch thinking that everything would be fine.

Then, I got an email from Samsung my watch’s status was updated - my watch was now considered "out of warranty" and the repair bill was $190.

Shocked, I called Samsung’s support number and the agent told me that water damage was not covered by the warranty. I explained to her that Samsung’s advertisement of the swim tracking ability of the watch, combined with the 5ATM rating, should mean that the watch should be able to withstand getting splashed with water! How can it be my fault that the watch got water damage, when Samsung advertises you can swim with the watch! She agreed with me, but told me there was nothing she could do.

Now, just to make sure I wasn’t tripping myself, I looked back at the watch’s box - and right on the side, in big font, was: “Swim-ready water resistant (5 ATM / 50 meters).” And the disclaimer was “Water resistant up to 50 meters per ISO standard 22810:2010. Not intended for scuba diving. Avoid excessive temperature changes and high-velocity activities. Rinse in fresh water/dry after use.” Now, I never scuba dive (don’t even know how to) and I rarely go swimming. In fact, I can’t remember the last time I went swimming. The only time the watch has been exposed to water is when I rinse it under the faucet with *clean tap water* to clean off dirt or sweat.

For Samsung to not honor their warranty due to water damage is completely unacceptable, especially when the watch is advertised as “Swim-ready” and resistant to 50 meters of water pressure. I've spent

I am extremely upset and disappointed in Samsung. I switched from apple to Samsung with the Galaxy S7, and I’ve been loyally buying Samsung products since then, but their deliberately false advertising and their customer service’s sheer incompetence have made me reconsider hopping back to the apple ecosystem.

Some quick searching online shows that it's not just Samsung's "swim-ready" smartwatches that can experience water damage. There are a few people on Fitbit's forums that suffered from water damage after swimming with their watches. The difference is, Fitbit gave them replacements for free, while Samsung is making me pay $190! What a joke! 

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[userKY3Adh3mnT]

Hi All,

As promised I'm back with an update re my watch and water.

I sent watch in under to be assessed/repaired and the team rang and confirmed it wouldn't be covered due to water damage and essentially they'd be returned my broken watch to me 

I explained I wasn't satisfied with this outcome and due to the number of complaints raised here I'd like it escalated. 

Within a few days I had Samsung message asking particulars about watch and after a few.emails back and forth they noted there was no pre existing damage that should cause water damage so covered my device and are sending out a replacement watch. 

I encourage everyone who has experienced similar to me to raise the issue further. For a $500 water resistant watch we shouldn't be accepting it's not covered if the product is sold and marketed as such.

Good luck

[userK8gnieRLOI]

I am on my second watch.  The first one, Samsung claimed, was water damaged.  They sent it back and I took off the back cover.  Absolutely no corrosion.  I called the repair center and they said because the seal was NOT damaged, they could not do anything.  When I asked them if there was a scenario where the watch could be water damaged but not exeed the 5 Atmosphere rating it claimed and they said it was not their responsibility to figure out what happened.  After I pointed out there was no corrosion, they accepted it and returned it. 

In the meantime, my son had bought me another galaxy watch.  When the repaired one came back, I gave him the repaired one.

The second watch, just six months later, started having charging problems.  It would charge and get very hot then discharge rapidly and could not be worn due to the heat.

I sent is back and got the very same reply you did.  Liquid damage.  When I called them, I got the exact same excuses.  They are not responsible for figuring out how any liquid got in the watch (edit)  They just know because the watch seal was unbroken therefore it did not have a physical failure so it could be warranteed. 

Pretty sketchy <edit> wouldn't you agree?

Anyway, I took this one apart and once again, there is no water damage. No corrosion, no seal failure and certainly, no moisture. 

<edit>

I will be posting a video to Youtube showing the false hoods they are perpetrating on their customers. 

[userKP9WF4Edah]

I am having the exact same problem. It literally says on the samsung website that you can wear their active watches swimming yet they refuse to repair for water damage when it breaks after swimming. What the heck is that all about false advertising at its worst!

[majon2]

I posted about the heart monitor cover falling off and Samsung wanting over $250 to repair it stating no warranty because of water damage that was I believe on Tuesday 4th of August well good news I have a response on the same day. Here how it goes:

"Congratulations, as the result of your contributions to the community, you have earned a new rank. Your new rank is Constellation.

We appreciate your efforts and hope you will continue to be an active member of the community. Thanks"

Where is the help? Where is a solution for all the customers with the same problem? I am beside myself never saw customer service like that. Well Samsung Community Team I am going to keep up with my activities on your website, Facebook and instagram I will warn people not to buy your products.

[userbdpprqYSwj]

My galaxy watch active 2 rebooting over and over . Send it for repair only 6months in they said its water damage i have to pay 219$ now for a 450$ device that has a 30month installment . That is also swim-ready that i never put underwater . The rep told me the tech check for seal and its ok so the water damage is my fault . Thank you samsung for support . Your product is defective and blame it on me .  How can the seal be ok if it has water come in to it plus i never put it underwater . The only time gets wet is when i wash my hands and its just splashes . What a ridiculous service you have your are ripping people left and right and its not right!!!

[ErebusXanti]

had the same issue as they considered my watch out of warranty. however I don't swim but jog or run and rinse it. I've had the watch less than a year and had sent it to repair two times. first time was for a sensor issue which turned out to be a damaged motherboard, and the current one is same issue but water damage. I am gonna question this as samsung and various media outlets need to explain further about these products on what is the difference between waterproof and water resistant.