Samsung voided warranty for Gear Sports Watch due to liquid damage* Yet, it's advertised with a Fifty-Meter water resistant rating for swimming
GetHuman-hiferna's customer service issue with Samsung from October 2018
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The issue in GetHuman-hiferna's own words
Trying for them to honor the warranty ... Ticket Number: ***********I purchased a Samsung Gear Sports Watch six months ago, the watch stopped working on Sunday September ** as I was playing Tennis. I sent the watch for repair and Samsung’s feedback was:*“out of warranty due to liquid damage.”* Please read the following quote from Samsung advertising materials for the Samsung Gear Sports watch:*“If swimming is your sport or you get caught running in the rain, keep going. The Gear Sport has a water-resistant rating of *ATM or ** meters, so even in the deep end, your activity is recorded.* It also has Speedo On—Speedo’s new Swim Tracking app—so you can dig into the details.*”*It turns out that my sport is Tennis, the watch stopped working over a month ago as I was playing tennis, I wasn’t even swimming and it wasn’t raining. I live in the state of Arizona, I would have to travel many miles before I could go deeper than ** meters. *I contacted Samsung and after a month they have not helped me. Instead, I have gotten the run-around bouncing from department to department* escalating the issue. I’ve sent the watch twice to them through UPS. Samsung representatives have promised to grant a “one-time courtesy repair” only to tell me again and again the watch is unrepairable. Next, they told me the watch was “Beyond Economical Repair (B.E.R).” They told me they needed approval to lift the BER label from my ticket. At that point they had my watch in their possession at the technical department. They told me they had to ship the watch back to my house, I needed to wait *-* business days, they had to approve the BER lift, then they will call me so that I could ship the watch back to them for repair.*So, to paraphrase: Samsung rep: “we have your watch* it cannot be repaired* however, we will ship it back to you* you wait *-* business days* then call us back to see if we approved that you can ship it back to us* then we will repair it at no cost to you.”*I have dealt with Samsung Customer Support for over a month* I’ve sent the watch twice to them* I’ve spent over * hours over the phone, and the issue is not resolved.*I
The advertise the Samsung Gear Sport as a product for swimmers. Yet, they said that they found liquid damage in my watch and that this liquid damage voids the warranty. After talking to a supervisor they approved a "one-time repair" but the just sent it back unrepaired.
I want Samsung to honor the * year warranty by replacing my watch or giving me a refund or credit. I would prefer to pay for the difference and buy a better model with an extended warranty, given that I no longer trust the Gear Sport to be reliable.
I have been a customer with Samsung for over ** years. I have purchased multiple TV sets, tablets, phones, and a washer and dryer set.
Yes, I will be posting reviews in as many sites as I can such as Amazon, CNET, Digital Trends, TechRadar, etc. I think the general public needs to know that this watch is not reliable and that Samsung will not honor their own warranty.
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