Unable to submit warranty claim due to CostCo 2 year warranty and device not showing in Samsung account

[E-Bell]

So I bought my Galaxy Watch 5 at CostCo in September of 2022, where I understood the warranty to be 2 years - 1 year from Samsung and then an additional 1 year arranged by CostCo because they're cool like that.

Well, wouldn't you know it - I've got a couple of issues that I'd like to get resolved - my screen has gone white and the speaker on the phone makes no sound.  

So I go to the Samsung site to make a claim and they seem to know that yeah, I'm still under warranty!  See the screenshot below:

But when I go to the "File a claim" link, the watch is not listed as one of the items I own.  Therefore, I cannot proceed with the claim process.  In my communications with the warranty folks, they can't seem to confirm that I do indeed own this watch (despite me supplying them with all the identifying information).  And now they've gone radio silent.

CostCo says I need to make all warranty claims through Samsung, despite the extended warranty being through CostCo.

So what do I do?  Just write off the purchase of a Samsung product as a bad decision and take my money elsewhere?  Or continue to waste time trying to get someone to acknowledge that my watch is still under the warranty period (although I suspect they will find some other way to avoid paying out under the warranty)?

[Samsung_Moderator · Accepted solution]

Thank you for reaching out E-Bell. I am sorry to hear you are unable to file a claim and would be happy to assist you further. Can you please send a private message to on of our moderators using the following link: https://bit.ly/3fbRevo

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