Samsung warranty on Galaxy Watch is useless

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.

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Update March 26, 2019:

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.

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par for course

that is the thing about samsung, they have some great products but their warranty is not one of them. when it comes to warranties and trade ins, they seem to be lacking and it is near impossible to fight such a big overseas company.

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galaxy watch active

I just had a very similar experience with my galaxy watch active. The main reason I purchased the watch was for its swim tracking and it’s 5atm rating. After my first swim with the watch it got water damage. I was in a pool not even 2 meters deep! A far cry from the 150 meters Samsung claims the watch can stand.
I was initially told over the phone by their support that there would be no charge since the damage came from normal use of the watch and they sent me a shipping label. A week later I get a notification that they are updating the charges to $140! That’s 70% of the sticker price of the watch! They said water damage wasn’t covered even though the damage occurred from normal use of the watch that Samsung advertises and even puts on the box of the watch. Their warrantee is absolutely useless. I used to love Samsung and I’ve owned 5 different galaxy phones and several of their watches. After a terrible time getting warrantee service on a tv and now this, it’s clear that the company doesn’t care about supporting their customers after purchase.

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Same issue

Bought my wife a watch under a year ago. She loves and took great care of it. Never ever got it wet. Wore it daily. One day it just wouldn't turn on or respond to being on the charger. Called their hotline and was quick to troubleshoot all the problems and supplied with shipping postage. Sent it off and was explicitly told that it was covered under warranty. Like the original author got an email stating that it is out of warranty and 86 dollars would be the cost. They said the LCD was damaged internally. I said to the guy that the workmanship was shotty. He said that it wasn't their fault. I asked to speak to a manager, he got snippy and rude...he said why do I want to hear the same answer I just gave you. I didn't have time to keep going back and forth so I will call again tomorrow and hopefully will have a better outcome. Terrible to not stand by your product when under the year and on an item that was given proper care. It is incredibly frustrating how I feel about Samsung. Maybe I will just find the next best thing and expect failure without the cost of getting the runaround. All of their products seem to be getting more and more substandard in quality. Apparently they don't care about customers or customer retention so next product will not be branded. Especially for a glorified pedometer.

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