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Constellation

Re: Samsung gear s3 and water ?

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Quick update here - seems I am getting somewhere. I sent it in again only to have the same outcome - liquid damage, will not repair. So I called again. This time when I called, seeing that this was the 2nd time the watch was in, they transferred me to the Case Mgmt Dept. When I talked with them, a very matter of fact lady got on and told me that my service was coded as "BER", which is Beyond Economical Repair, and without me even prompting or complaining, she said that in order to move forward with a repair or replacement of the watch, they'd have to first remove the "BER" designation. And that she would move forward with this because the watch is water resistant. So it appears they are finally coming around to the fact that this is indeed Samsung's problem! So she escalated this to upper mgmt to have that BER designation removed, which will take about 5-7 business days, and then there will be further procedure to go through after that - sounds like it could take at least a few weeks to get this resolved. But this is certain promising! I confirmed with her before I hang up that the only 2 possible outcomes now are repair or replacement.

I will post more once I know.
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Samsung Moderator
Samsung Moderator

Re: Samsung gear s3 and water ?

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@userMWkGd2i2Uc; Thank you for letting us know. Please keep us posted on the results. 


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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Constellation

Re: Samsung gear s3 and water ?

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Well I guess you can add me to the list.  My watch was never in water - but it was on my wrist as I ran about 500 feet to my car from the gate of the ballpark in the rain, stopped working and is being returned as unrepairable - water damage.  There's no way this is proper, and on top of it all AT&T won't cancel the monthly service for the watch as it was a package with a commitment. 

 

I don't know what else to say, Samsung.  I don't know how it is where you guys are from, but here if you don't stand behind your products with your customers you will soon not have any customers.  I'll also be very curious about whether anyone can talk sense into the Samsung Watch Support people. 

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Constellation

Re: Samsung gear s3 and water ?

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file complaint with BB... they will have to respond to complaint
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Constellation

Re: Samsung gear s3 and water ?

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The same here.....my gear s3 stop working and send for repairs and they send back same day saying liquid damage...never been around water...not sport person....so they using excuses for damage products on batteries and boards

Terrible service even talking to managers....they were not like that before....they dont support their products

 

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Constellation

Re: Samsung gear s3 and water ?

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Exact same issues and me.

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Constellation

Re: Samsung gear s3 and water ?

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Same exact thing happened to me! 5 months into owning my watch, I got a couple of strange green stripes on my screen  Watch still full functional, touch screen still responsive, no other issue other than the strange screen issue. Sent the watch in, told it was under warranty, two days later my watch returned to me with no resolution of what Samsung did to repair..  Or not to repair. I called Samsung and was told it suffered water damage and it would not be covered under warranty. I called repeatedly for a week until the issue was escalated. Was promised that I would receive a resolution call withing the week. No surprise, I received no call. The following week came, I started calling again. Finally, after an hour on hold, I spoke to a "supervisor", was told there is corrosion on the motherboard  I explain that this watch had never seen anything more than sweat. They dismissed all comments and said they would not lift the BER (beyond economical repair).

 

So explain this to me, if this was a motherboard issue, why does my watch still have full function? I asked all of this questions to the "supervisor", and of course they had no explanation. 

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Constellation

Re: Samsung gear s3 and water ?

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Same exact thing happened to me! 5 months into owning my watch, I got a couple of strange green stripes on my screen  Watch still full functional, touch screen still responsive, no other issue other than the strange screen issue. Sent the watch in, told it was under warranty, two days later my watch returned to me with no resolution of what Samsung did to repair..  Or not to repair. I called Samsung and was told it suffered water damage and it would not be covered under warranty. I called repeatedly for a week until the issue was escalated. Was promised that I would receive a resolution call withing the week. No surprise, I received no call. The following week came, I started calling again. Finally, after an hour on hold, I spoke to a "supervisor", was told there is corrosion on the motherboard  I explain that this watch had never seen anything more than sweat. They dismissed all comments and said they would not lift the BER (beyond economical repair).

 

So explain this to me, if this was a motherboard issue, why does my watch still have full function? I asked all of this questions to the "supervisor", and of course they had no explanation.

 

I have owned every gear watch made thus far, and every galaxy phone thus far... . Strongly thinking about a different choice of manufacturer. Samsung is a joke with customer service, and obviously have no issue posting a fake warranty and/or ip rating. 

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Constellation

Re: Samsung gear s3 and water ?

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My Gear S3 had the common problem of many where it entered into a continual reboot loop.  The watch was sent into the repair center and now I have also received a return with a letter from Samsung stating my Gear S3 is unrepairable due to liquid damage.  My watch has never been in any form of liquid.  Through this community I have seen a ton of similar replies.  I don't understand why Samsung is not able to resolve my issue.  I did not know that Samsung was in the business of selling disposable watches.  This is total disception.

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Constellation

Re: Samsung gear s3 and water ?

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My Gear S3 has a continual reboot problem.  The watch was sent in to Samsung for repair and was received back within one week unrepaired with the statement:  "un-repairable due to liquid damage".  The watch has never been in any form of liquid; however, I purchased this watch because of its various functionality and being advertised as water resistent (even had videos).  One of the most  sought after features is the ability to track activities through S-Health and other apps.  I guess we're not suppose to sweat during our activities.

 

Due to it's "un-repairable" status, I took the watch apart to clean the components and look at the Liquid Damage Indicator (LDI) tape.  To my surprise the tape is just inside the 3 speaker holes located on the side of the watch which is most susceptible to sweat dripping down the arm.  This appears to be poor engineering, but beyond that, I don't understand how that exposure would result in damage to the entire watch where it is deemed unrepairable.    My firm belief is this a tactical ploy by Samsung to make a product that has a limited life and disqualify themselves of any responsibility.

 

Apparently, our only resolve may be to void ourselves of any future Samsung purchases.  I have many Samsung products and have had a bad experience with my Note 5 in the past.  We are in the process of building a new house and were considering Samsung appliances; however, that will not happen because of their abhorent customer service.  My family will look elsewhere and when talking with others our advice will always be - STAY AWAY FROM SAMSUNG!

 

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