Bought my Gear S3 Frontier 6 months ago. Wore it in the water for about 5 minutes, 3 times in the same day. Watch stopped working. Sent it to Samsung and they sent it back saying it has water damage and they cant repair nor will they replace it. All marketing material and the website say this is a "Military Grade" watch and show it in water. Customer support referenced the footnote at the bottom of the page that says it is good for 30 minutes in 5 feet of water. That does not sound like "Military Grade".
I liked the look and function of this watch and really dont want to go back to Apple. Very disappointed with Samsung.
Received this item (Frontier Model) as a gift purchased from Samsung. Worked great for 90 Days then stopped charging. Returned to Samsung for service. Returned with not economically worth repair "water damage" After a very frustrating month of promises of return phone calls and emails their "Escalation Team Manager" refused to accept item for repair. The issue of water damage is ridiculous since I live in a desert and the only exposure to moisture would be perspiration during my runs. I had a similar problem with their wireless ear buds which was resolved with replacement.
Samsung is selling items advertised as suitable for active persons, water resistant, but don't seem to be able to deal with perspiration.
Today after pushing and pushing spoke to a woman in the Service Department who was very sorry and refered me to 3rd party repair if I wanted the watch. She said that Repair Center has instructions from Samsung not to repair items with corresion from moisture.
I suggest to all to post as many negitive reviews in as many sites as possible. I have also filed a complaint with the Better Business Bureau regarding the lack of warrenty protection. I encourgage all to do the same.
I work with swimming pools and I was patching a liner under water with the watch on still works just fine. Also I work outside in the heat and again sweat dont bother mine. I would be careful of the ocean though just because the high salt in it.
I'm in the exact same boat, too.
My watch has never seen water, aside from a couple rain drops onto the watch face (which I quickly wiped off).
I had a crack on my rear panel assembly (which I didn't even cause, because it was never dropped), but my watch was working fine besides that.
One day, it went from 60% to completely dead. It wouldn't charge past 1%, nor would it hold a charge. It'd turn on to the splash screen, then die.
I sent it in for what they call: "POWER POWER WILL NOT POWER UP," and it seemed like they were going to repair it (it's only 5 months old with minimal use).
1 minute after I got the email saying they were going to work on it, I get another one charging me for $248.92.
Std. Repair Fee was $64.95, LCD Repair Fee was $165.00, and PBA Repair Fee was $0.00. Taxes were $18.97.
When I sent them an email asking them why I owe said amount, they told me I owe the up to $250 because my watch had water damage and as a result, wasn't covered under warranty.
They also told me LCD and PBA were replaced (though PBA isn't listed as something that was repaired).
"I have verified the service ticket (#). We see that there is water damage detected on the watch.
Samsung provides 12 months of warranty to its Gears from the date of purchase. Physical, liquid and cosmetic damages are not covered under Samsung warranty.
I see the watch is under warranty, but the repair costs you up to $250 as watch is out of warranty by condition and also we see that the PBA (Print Board assembly) and LCD(Liquid Crystal Assemble) has to be replaced in your watch. "
I've since emailed them, telling them it's never been under water, and I never authorized further repairs (since I sent it in under warranty and wasn't expecting to be charged ~$250), nor were they even brought to my attention until after they were fixed... Unless it hasn't been fixed... To be honest, it's unclear whether it was or not, but I refuse to pay.
Place of Purchase
So Samsung Moderator....of all those complaints you choose the last one to be specificly interested in? You need to get everyone's informatoin...BTW I'm only here to read people's issue....
So I have no special interest....make it right Samsung!
Add me to the list of unsatisfied customers. No more Samsung for me.
I never went swimming with it, only mild showers/hand washing.
"We regret that we were unable to complete the repair of our Samsung product. After performing a thorough examination of your device, it has been found to be un-repairable, due to liquid damage"
"Devices backed by an international standard rating of IP68 are deemed fit enough to withstand dust, dirt and sand, and are resistant to submersion up to a maximum depth of 1.5m underwater for up to thirty minutes."
"The Gear S3 has an IP68 rating, which means it is dust-tight and protected against immersion in up to 1.5m of fresh water for 30 minutes"