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Watch deemed to have liquid damage

(Topic created: 05-12-2021 12:57 AM)
userj87ccb2Lq4
Asteroid
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Galaxy Watch

Purchased this device because of the water resistance claim. Now, less than a year old, and two minutes swimming with the swim lock feature on, the screen went into reboot mode over and over then went black.  I'm being told the same garbage everyone here is, out of warranty due to water damage. Seems like there is a defective issue here and not just something the customer is, or is not doing. So to repair at my expense Samsung wants another $231.  I was also told there is no one that would be able to assist me. This is just not right! I kept being told that this watch is water resistant but not waterproof, yet it has a swimming tracker even on it?  If that is the case, this watch should not be marketed as an athletic watch nor should the consumer be advised that they are able to wear this watch while swimming and ANY other activity where it may encounter some form of liquid.  I never would have guessed that water damage while swimming in 48" of water, for only 2 minutes, less than a year old would be able to be an issue for this watch or that my watch had any issue with water damage because it has been working properly. Paying almost the price of a new watch just to repair my current watch is just insane. This is absolutely, unbelievably outrageous and I would like to speak with someone, as soon as possible, regarding this issue. With so many complaints on this same topic, I believe there is a known issue here that Samsung is hiding behind.  This is a watch that has a swim mode and a water lock function. Customer services has been a blackhole of nonsense where they pass your call back and forth between the same departments where the only proposed resolution is to pay the fee or choose to have the broken watch mailed back.  Thank  you

18 Replies
userK5cD0KeGLM
Astronaut
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Galaxy Watch

I have same problem bought watch active from John Lewis and returned under warranty.

warranty refused due to water damage it appears even if the seals in the watch fail it is my fault for using it in a swimming pool although it has a swimming function on it. quoted a price for repair which is £100 more than a new watch with no guarantee that it will be able to be used in a pool without damage.

shocking customer service from both John Lewis and Samsung <edit>

userj87ccb2Lq4
Asteroid
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Galaxy Watch

Yes, beware for sure. My wife never went against any of these warranty items, not a scratch on the glass or band, looks brand new. Used the swim lock mode and two minutes in the screen went into reboot and then black. 

user6o3hpfKvly
Asteroid
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Galaxy Watch

SAME HERE but MUCH LUCKIER

.

2 weeks ago, Took mine (active 2 44mm steel) to SS center to complain abt crazy batt drain, screen sometimes flickering... ONLY TO FIND OUT mine had had water in. They took apart its cover and showed me signs of water ... which had been eroding the mainboard and.... 

 

Luckily, they agreed to repair it free because mine still had 1 month left under warranty.

 

I got informed that they did replace the main, cover, battery  and even the screen of my watch (wow, nearly all new)

 

Happy to get it repaired free, but sure extremely surprised and dissapointed for such a pricey IP68 watch  to be water - damaged. 

 

P/s:  I had never taken it to swimming, just some hand washing and 2 under rain shower.

My previous galaxy watch (rm810) and current note 10 plus could go swimming without any problem. 

 

So pls give us clear explanation for the case with active 2

userj87ccb2Lq4
Asteroid
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Galaxy Watch

Good to hear. Mine was still in warranty but they will not cover water damage. Wonder why we are all having different experiences. 

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user9FKSUFKTSZ
Constellation
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Galaxy Watch

Where do you find SS center or phone number to call? I can't even get started with warranty repair, how do you contact them?

Solution
SamsungRei
Samsung Moderator
Samsung Moderator
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Galaxy Watch

I understand how frustrating it is to have a watch not working properly. For service repair options, please reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private Message: http://bit.ly/2XERsky 4. By calling: 1-800-786-7864

Please note that Physical and/or liquid damage is not covered under the warranty.



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usertCtkXRFEKd
Astronaut
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Galaxy Watch

I have the same problem with my wacth active 2.

Service does not repair it under warranty and demands more money than the watch itself. 

They sell it as waterproof. It writes waterproof on the web site of Samsung and Media Markt where I bought it. 

I told them I did not use it for swimming or while showering. 

<edit>

We will see.

SamsungQue
Samsung Moderator
Samsung Moderator
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Galaxy Watch

I understand how frustrating it is to have a watch not working properly. For service repair options, please reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private Message: http://bit.ly/2HP0oRi 4. By calling: 1-800-786-7864

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userj87ccb2Lq4
Asteroid
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Galaxy Watch

<edit>. One would not think we are all abusing our watches. Obviously there is a design or manufacturing issue that they do not want to stand behind.