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Watch 4 Warranty Claim denied - water damage

(Topic created: 11-12-2021 05:47 AM)
userHeRUdEn5od
Asteroid
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Galaxy Watch

I am (was) a 100% loyal Samsung customer for the last 15 years.  I always buy Samsung phones and I was excited for my 3rd generation Samsung watch in the Galaxy watch 4.  After anxiously awaiting the release of the Watch 4 which I pre-ordered before the release date, I have been so thoroughly disappointed with Samsung that unless they change their mind and somehow resolve my issue, I will never buy another Samsung product for myself or anyone in my family for the rest of my life.  After just a few weeks of wearing the watch 4 it started malfunctioning, so I called tech support and after troubleshooting they had me send it in for repair under manufacturing warranty.  I was understanding and not concerned as I know when you buy products as they first launch there are sometimes bugs to work out, I was confident Samsung would make it right.  I then got an update email stating that due to water damage my watch would not be covered by warranty.  This is a watch that is marketed as a fitness tracker which can obviously withstand sweat, and not to mention, can be used to track your laps while SWIMMING!  If any moisture penetrated the watch it is therefore due to a manufacturing defect.  I spoke with several people in customer service trying to plead this case but after my 6th call of getting constantly transferred and hung up on, I gave up.  My next course of action is to file a complaint with the better business bureau, and to investigate participating in class action as I'm sure this is happening to other people.  Very disappointing.

7 Replies
SnoopyPerry
Astronaut
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Galaxy Watch
😮!
miket87
Astronaut
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Galaxy Watch
I agree . looked up the specs on it saying it was water proof for 200 ft so the first week I had it I followed the water proofing directions putting in water mood. great hopped into the pool (salt water) then took it out of water mood. at first it was fine the top button stopped working and samsung pay kept popping up draining it like I could get 4-6 hrs out of it so I didn't wear it and switched back to my g-shock so I have really only worn it for maybe 3 weeks ate the most. I've had it since May so I finally after hours of time with technical support get a claim to send it in. then after they have had it for 2 week call me saying it will be 250.00. due to water damage. if it isn't water proof then why say it is. I hate have to get more evolved in this. very disappointed in them
moe
Comet
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Galaxy Watch
How long were you swimming for?
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userHeRUdEn5od
Asteroid
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Galaxy Watch

I didn't use it for swimming, I was just pointing out how ridiculous it is to make marketing claims that the watch can be used to track your swims and then also void the warrantee because of water exposure.

userHeRUdEn5od
Asteroid
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Galaxy Watch

Update:  I've been unable to make any progress speaking with anyone at Samsung.  I have called customer service several times and asked to speak with a manager, at which point they have endlessly transferred me to someone else or flat out hung up on me.  One customer service agent told me he agreed with my claim and he was going to do something to help me.  He promised to speak with his superior and call me back the next day.   Of course I never heard back.  In any case, this appears to be a lost cause.  Obviously I can't buy another Samsung product to replace the watch (since the company sells defective products and won't stand by their warranty, I'd be a fool to buy another one) so I'm going to buy a fitbit to use as a fitness tracker until Google releases its smartwatch which I hear should be early next year.  At that point I'll get rid of my Samsung phone and go with the Pixel phone and google watch combo and leave Samsung in my rear view mirror forever.  It's not me Samsung, it's you.  Goodbye

user0R9ISRnOGz
Constellation
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Galaxy Watch

Literally the same thing just happened to me! Galaxy Watch 3, barely 6 months old. Watch died, I sent it for repair, and just received a bill for $208.98 to repair "water damage". Have been on the phone with them for 2 hrs already, being transferred from customer care, to repair center, to customer care (and now on hold with technical center). Everyone keeps saying how "technician didn't find anything wrong with the seal of the watch, so you have to pay". 
I used the watch for swim tracking (doing laps in the pool a couple times a week). They literally have AN APP FOR THAT on the watch !! 
I've been a loyal Samsung customer for over 15 years. Going with Pixel / Garmin route next. 

Question - did you end up paying for the repair?

Solution
StephanieNikki
Black Hole
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Galaxy Watch

Unfortunately physical and liquid damages are indeed not covered under the limited warranty. Our service technicians reach out to our Technical Support Specialists for the determinations on warranty coverage, once this determination has been made it cannot be overturned. You are welcome to call us directly with further questions regarding warranty coverage at 1-800-726-7864. Here is a link to the full warranty terms for your reference: https://www.samsung.com/us/support/warranty/

No matter what nature throws at you - whether it's rain or puddles - your watch will be perfectly fine. That's because many Samsung smart watches and fitness bands are water resistant. In other words, you can keep track of your workout when it's raining, or even underwater! Give this link a try for more tips to assist with keeping your watch water resistant: https://www.samsung.com/us/support/answer/ANS00078031/


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