Samsung contacted me by phone on March 11 to discuss my comments on the warranty support questionaire (I posted the same thing there as here). They promised that they would be doing something to rectify the situation (although they did not specify what) and asked me to give them several days to respond. As of today (more than 2 weeks later) I still have not received a response.
I recently purchased a Galaxy watch to go with my new Galaxy Note 9. Let me start by saying that I love the watch - I think it's a great piece of technology and works well - most of the time.
However, I recently had a very bad experience with the warranty support.
Like I said, I've owned this watch for < 4 months. At the end of February it started to malfunction - it overheated and and the sensors stopped working properly. Then it stopped holding a charge (a full charge would last less than 4-5 hours.
I contacted Samsung support via the 'chat' facility and they looked up the serial number and model and confirmed that it was covered under warranty and promptly sent me a shipping label. So far so good. That was on a Sunday and I shipped the watch via UPS on the following Tuesday. I received notification Thursday morning that the product had been received at the repair facility.
Friday afternoon I received further notification that the product was 'out of warranty' with an attached bill for $594.29.
I promptly called the support number on the notification (1-800-SAMSUNG) to inquire as to what was going on and was informed that due to water damage, the warranty was null and void and that there would be a $594.29 fee to 'repair' the watch.
It is worth noting at this point that I can buy not one, but TWO NEW Galaxy Watches for that price!! Why on earth would I even consider having it repaired?
The Galaxy watch is advertised as 'water resistant to 5 atm' of pressure (approximately 50M or 150 ft. Furthermore it has a mode built into it 'water mode' so that it works properly underwater. The advertising for the product event states unequivocally that the product can be used for swimming (but not scuba diving).
I can absolutely guarantee that the watch in question was NEVER emersed in water. The most water it ever saw was a shower to rinse it off after a workout (I love the workout capabilities to track heart rate).
For Samsung to negate the warranty (and by the way I did check the wording in the warranty documentation) due to water damage is absolutely unacceptable when the product is marketed as resistant to 5 atm of pressure and actually has built in modes to handle underwater behavior.
I am extremely upset and disappointed in Samsung (I've got LOTS of other Samsung products including phones and tablets that I'm very happy with).
It's bad enough to void the warranty on a product that should be more than capable of handling a rinse in a shower, but to rub salt in the wound and charge TWICE the cost of a new one to repair it is absolutely unacceptable. I will not pay that and I would not under any circumstances. Samsung should understand that.