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.

[userosctJjogqx]

This just happen to me too. The cover fell off in my hand when putting in on the charger in the morning. It was dead and would not charge. I am sending in for service under its warrenty, but I am guessing they are going to find water damage and not want to take care of it...We'll see.  I totall agree with your comment that if the cover was not defective and would stay on, water damage would not have happened.  This is Samsung's issue but as usuall with thie huge companies, they always try to get out of their responsibility  even when good old fashion common sence provides the truth. 

[useriCXCrKI2hP]

I'm glad that I'm not the only one having this same problem.  After many hours and being re-routed more times than I care to count, I was able to send the supervisor, ntcm_ag030@sea.samsung.com, a clearly visible picture of the back of the watch where only the adhesive is clearly jacked up (not even sure where the sensor cover is).  He said that he didn't see what I saw seeing, so I got a second opinion from a friend, who works in tech, to look at the picture and she said that it's clear that the adhesive failed to keep the cover on, hence the water damage. 

According to Samsung's specs, the watch is water-resistant up to 50 meters (https://www.samsung.com/us/mobile/wearables/galaxy-watch-active/specs/ ).  How do you think they tested that in order to make that public claim?  WITH THE SENSOR COVER ON! Now they want me to pay them to repair my watch (purchased last July).  At this point, you can scrap it for parts.  I'll be moving to a new wearable and phone manufacturer.   

[SamsungRyder]

Hello!

If you are experiencing these symptoms, could you please send me a private message with your model code and serial number along with photos of the watch.

https://bit.ly/2SUXRar

Thank you!

[Cateason]

I purchased my Active 2 in December 2019 and it has been working fine until a couple of days ago when the heart rate sensor on the back of the watch came off. This is most disappointing - especially for a less than four month old watch that has had very light usage so far (my first Samsung wearable - perhaps my last).

Please advise how to go about repair/replacement.

[MrZell]

Hey there!

I would be happy to look into your concerns.

Can you please send me a private message with the below information here at this link: http://bit.ly/2GH8URL​
​​​​​​

Model code:
Serial Number:
 

[DG1790]

I'm sorry your dealing with such issues and id be glad to assist you in this matter.
In this case your best option would be to contact samsung directly as their are no service center that will physically service the watches onsite these items are usually shipped out with proof purchase or further inspection down below i have attached a link

For shipping repair, you need to call Samsung, the hotline is indicated in this link: https://www.samsung.com/us/support/contact/

[userVyTEXbPPdo]

I've had my Galaxy Watch for several months now, and tonight when I took it off of the charger that the heart rate sensor cover had slipped off from its correct location. I managed to push it back into place, but similar complaints* seem to be common on these forums, so I don't have much hope that it will stay put. What are my options here?

* https://us.community.samsung.com/t5/Galaxy-Watch/Galaxy-Watch-Sensor-Cover-Fell-Off/td-p/649307/page...

[Valerie_837]

Hey @userVyTEXbPPdo ,

I'm sorry and I can understand how frustating this can be. If you've only had the watch a few months, you can contact Samsung for warranty information and the process of getting the watch repaired so this issue doesnt happen again. You can find the infomation to speak to a representative on the Contact Us page or directly through your Samsung Members app.

Hope this helps!

[SamsungJam]

If the sensor cover falls off again,  feel free to send me a private message so that I can get some additional information from you. 

[Evonn]

same thing is happening to me. this is my second watch and the same thing is happening again.
I keep taking back and getting a new one.