Samsung warranty on Galaxy Watch is useless

Mar 11, 2019 5:28AM PDT

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:
Mar 26, 2019 8:36AM PDT

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
Mar 26, 2019 2:04PM PDT

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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did Samsung ever respond?
Jun 8, 2020 8:43PM PDT

Did you ever get a response from Samsung? I know this is an old thread but I am having the same experience you describe and am wondering if they actually rectified the situation or were you simply ignored...?

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galaxy watch active
May 29, 2019 7:47AM PDT

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
Jun 13, 2019 9:22PM PDT

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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Same problem
Jul 12, 2019 12:14AM PDT

My samsung watch was fine except the BACK button must be push hard to work. So I bring to the Samsung service center, they accepted to repair and replaced the new mainboard. But after that the water resistant was gone, and they said I must accept the fact that after the warranty repairation, the watch cant be touch the water anymore.
That makes me unhappy with other samsung's products as well. I used to recommend samsung's products to my family members or friends, but now i have another interesting story to tell.

Post was last edited on July 12, 2019 12:25 AM PDT

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Samsung smart watches
Dec 17, 2019 6:03PM PST

Same series of problems with my samsung gearfit2 pro. Maybe we should organize a boycott of JUST the samsung smart watches. They will get the message very quickly. Just an idea, as working people may not have time

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Same Issue
Aug 7, 2019 11:48AM PDT

I had the same issue with the warranty department. Sent the watch in to Samsung and they said that the watch had water damage to it and I never even put the watch in water. The tech said they had to look very close to see "corrosion" on the watch and that they had to have another tech show them where to look for the corrosion before they could even see it. I got the same run around as everyone else. Terrible customer service. Never buy Samsung again.

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Fixed it myself eventually
Sep 11, 2019 10:08PM PDT

Couldn't agree with you more. In fact everyone had the same problem and the same response from Samsung.
I bought the Gear S3 Frontier at a discount at $199, and after a few months the power button stopped working. I got back to Malaysia, sent it to Samsung Malaysia and they said only Samsung US could deal with it since I bought it in the US.

So I got it to a friend who then shipped it back to Samsung. Samsung chatted with me throughout FB messenger and asked about details, receipts etc. And then eventually after 1 week or so they just flatly said, 'We found water in the motherboard, it voids the warranty'.

Similar to all the cases you see online, none of the watches have been remotely close to water, and they had water damage. Come on Samsung, you gotta do better in the excuses department.

They wanted $400 to fix it..... that's double the price I bought (see the similarities here?) Suspect it's their way to just discourage you and make you go away.

I got pissed off, bought the Gear S3 motherboard online for $40, fixed it myself and now it's running like a charm.
(the water damage is in fact corrosion on the flex cable where the buttons are. They could have swapped it for $5 if they wanted to)

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Feb 3, 2020 1:39PM PST

Did you repairing yourself fix the issue with side-buttons?

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Bad warranty and bad water resistant claim
Oct 15, 2019 11:21AM PDT

Same problem as you, Samsung says it would take more than $400 to fix my Samsung Watch because of water damage, I didn't go diving with it so it should be covered. Anyone know where i can buy parts like the loud speaker?

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Same Issue
Nov 6, 2019 8:49AM PST

I just had the exact same problem with Samsung warranty on my Galaxy Sport watch. I did use it for swimming, like it was advertised for. Same issues occurred and I sent it out. Of course they denied the warranty and wanted $500 to fix it! The quote even said there was a seal failure which allowed the water in the watch. Somehow that's not covered under poor workmanship!

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Useless Samsung watch
Nov 6, 2019 2:08PM PST

I bought Samsung watch to track all my daily routines but it just died on me exactly after 1year from the date I bought it. I been told by customers service that it seems like battery issue but after I sent watch for repair I been told there is water damage on battery mainboard speaker and vibrator. So mainly everything got corrosion. And now they don’t wanna cover anything. Even they are asking money to send my watch back. I’m not sure what to do should I pay them and get it checked by some other expert as what I feel is there must be a problem with there seal which keep water out or there is a problem with battery as water can’t damage watch in one day. Is there any place where we can file a complain against Samsung for false advertising.

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read your warranty
Nov 6, 2019 3:35PM PST

might want to read your warranty to see what it says about water. there may not be anything you can legally do.

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Deceptive Company
Nov 8, 2019 2:13PM PST

To be honest I think they have the most deceptive advertisements when it comes to their products and horrible customer service. The actually agents are nice and can't do anything about their deceptive bosses or false advertisements. I had the same exact issue with the G3 watch that we purchased. The warranty was good for 1 year and everything was good as gold when we shipped out the watch, but then the same thing happened and we got a quote for $192. That's a few more dollars then the actual watch. Either this company is loosing money or they are truly greedy. How is it that several people here have had the same issue, but all have received different quotes to have the same repairs. It doesn't make sense and honestly there is definitely some crooked business going around with this company. I had never had these kind of issues with apple products and what you see is what you get. Samsung has scandalous greedy people behind the scenes that are trying to take advantage of their customers.

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I have seen the same with apple
Nov 9, 2019 1:22AM PST

apple has done the exact same things. You cannot trust any company when it comes to honoring warranties.

I do buy samsung phones, tablets and watches and dread the day something happens. so far so good.

Post was last edited on November 9, 2019 1:23 AM PST

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Horrible Experience
Nov 9, 2019 2:30PM PST

I had the same problem as you describe, i also sent the watch in and when i got it back half the screen was black. I called to complain saying that it's now completely useless and they blame it on water damage. Even though I've never submerged it into water, and when i initially sent it in the screen WAS working. They offered a 30% discount on fixing the watch. I declined Sad

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Samsung Galaxy Watch warranty
Mar 30, 2020 12:46PM PDT

I just had the same experience as everyone else. Samsung is horrible when it comes to repairs. I have never taken a shower, washed dishes or went swimming south my watch but according to them I did. Of course the warranty ended in Feb 2020 and the watch malfunctioned in March. First they said 70.00 to fix it then they said 189.00, smfh. I can buy a new one for that price. It seems like their watches don't last past a year. Fossil will let you upgrade for a discount but not Samsung. Horrible, horrible shame on you Samsung

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same x2!
Nov 18, 2019 5:05AM PST

Wife and 42mm went in 4ft deep pool and stood there. Never even got her hair wet and watch dies. Under warranty, but said will not cover due to water damage. It was never more than arms length under water. Then snorkeling, 3 weeks later and my 46mm went haywire. Also water damage, but I did go down to 10ft. Their loss, why? I was a Samsung loyal fan, Note 3, 4, 5, 8, 10, and 10+, 2 sets of buds, and 3 watches! I'll never buy from them again.

Post was last edited on November 18, 2019 5:12 AM PST

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I thought to buy Active 2 watch but...
Dec 2, 2019 1:16PM PST

Here is Samsung response through Facebook to my question about warranty of the watch damages by water during warranty period, doesn't make any sense...
"Welcome to our Facebook support page. Here is the link to purchase the Galaxy watch active 2,, regrettably, water damage is not covered under Samsung limited warranty. Please let me know if you have any other questions. Thanks in advance. ^Misel"

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that sums up everyone's experience.
Dec 2, 2019 1:23PM PST

Sounds right

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Samsung warranty water damage
Jan 4, 2020 6:24AM PST

Samsung are well known for this one. This happened to me with a phone i had for one day!. I sent it back due to fault (over heating battery) and they came back two weeks later with a charge to fix it. reason water damage.

I questioned this and they sent a picture of a milimicron of water on external part of charge input . I wrote back and said thats condensation.

Samsung said yes, condensation is water.
I said its external, they said no although out side of phone they class it as internal as it is where charger goes into.

I explained the phone had not been in rain, water or anything like it.
Even though you should be able to use your phone outside on a rainy day.

They had millions of faulty battery on these phones and instead of doing the right thing and putting the fault right (At a cost of many millions) They blamed every customer so customer paid for THEIR MISTAKES.

Samsung have become a company that can not be trusted, faulty goods and warranty not worth the paper its written on. In my opinion the worst part is the deceit. That takes away all respect and credibility for Samsung.

Recently i purchased two 4G smart watches, after an update the one lost battery after just 4 hours and the other kept overheating and battery loss was intermittent. One night, on charge, it lost more battery than charger could keep up with.
I took them back to the shop, explained the battery issue and the staff physically watched the battery draining away. I also informed them about the dangerous overheating issue. This could become a fire hazard. Imagine you left your watch or overheating phone on sofa, it could be very dangerous.
I am surprised airlines have not banned some Samsung Products from being allowed on flights. I am not waiting for the day when returning home an airline says " sir you can fly but your watch can not"
Samsung sort yourselves out and until you start a honest approach with warranty and customer services i urge all potential customers to boycott Samsung products. Anyone that does purchase a Samsung watch or phone ( it has a high chance of needing repair) will end up paying twice, but you were warned. Brought a Samsung watch for Christmas? My advice .... return to store for full refund due to poor battery life and dangerous battery overheating. Good Luck

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there are always lemons
Jan 4, 2020 7:01AM PST

I have a samsung watch and been using it for over three years. no heating problems at all. willing to bet there are millions of others that don't have problems either. The same with their phones. I do agree about their warranty service - that is something I hope I never need.

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Samsung Smartwatches
Jan 11, 2020 5:54AM PST

The power button on my Galaxy 46mm Watch just stopped working after 4 months. From the teardown I found online, it looks like the motherboard has to be replaced since the switch is part of it. Samsung is treating these smart watches like phones. The difference is that you wear it. In New England, it gets hot, it rains, it snows. I would never shower with my watch on but I wash my hands. I sweat. I get rained and snowed on. They advertise impressive water resistance. The only time that they should deny coverage the way they market this watch is if it is filled with water since that implies being submerged to an out of specification depth.
From what I read here, I do not see anyone that should not have had their watch fixed under warranty. Maybe Samsung needs their employees to wear their product for a while so the understand the conditions a watch has to endure.

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I had the same experience!
Jan 14, 2020 12:57PM PST

I have just been advised by Samsung that my watch is not covered by warranty because it has water damage. I had used it in the pool, because it was advertised as being "swim ready" and "water resistant to 50 meters", AND it has a swimming workout exercise app on it! They told me it shouldn't have been taken in the pool. I'm not sure what swim ready means then, nor where I should have tried using their swim app! I spoke to four different levels of customer service hell, all just parroting that they don't cover water damage. The watch was only a few months old and had only been in the pool a couple of times.

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Mar 6, 2020 6:16AM PST

I've now had 4 of the new Active2 watches. ALL of them failed to work correctly. Each had their own problems...getting REPEATED notifications of voicemail (even tho I manually blocked this dozens of times) and it doesnt recieve calls. I dealt with Samsung customer support and they temporarily fixed the call issue...for 3 days! Now it's back to no calls coming in....or telling me its voicemail calling!???? Having it set to "do not disturb" doesnt work either as my watch went berserk with 2 dozen voicemail chimes at 11pm!!!????? What a WASTE of $$!! Samsung used to be good. They are AWFUL now. Time to switch brands!????
I hope you were able to get yours running again.

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Samsung warranty on Galaxy Watch is useless
Jan 20, 2020 2:53PM PST

Exactly the same situation. When I asked Samsung representative why the watch is advertised as a water resentence product i was told that it should have been dried off properly. Unfortunately, Samsung doesn't stand by their product. And definitely deceiving advertisement. Thinking switching to Apple although most of my devices are by Samsung.

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go ahead and switch
Jan 20, 2020 3:39PM PST

you will find apple does exactly the same thing when it comes to water damage. also always remember, any water resistant is not permanent, can be affected by drops and age. in addition the actual rating is based on fresh water, not ocean, pool water or any any water with chemicals including soaps and conditioners.

also if you would have read the warranty and other paperwork that came with the watch, they specifically said water damage is not covered and states not to wear it while swimming.

truthfully, I would be upset too if a watch I just bought got water damaged but rules are rules.

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How about the "indestructible " gorilla glass face
May 4, 2020 2:29PM PDT

Past Saturday while sidestepping my 150# great dane my galaxy 46mm hit the doorknob handle and cracked the face of the 11 month old gift from father's day 2019. Contacted Samsung through the online chat and after 1 hour 56 minutes was given a claim number. Contacted the second individual to get shipping instructions and was asked for CC# for repairs. I was informed that "out of warranty " cost to replace the glass was $290.36 which is .56 cents less ($290.92) than I paid for it at Costco (90 return on electronics). Not sure how that is especially since the gorilla glass is touted as unbreakable to a high degree. I have no issues paying something but seriously, the same it costs to replace? Probably more since prices have come down in the last 11 months. I too own several past and present Samsung products and was looking at the Galaxy Note phone coming out in a few months. Very poor warranty and customer service.

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gorilla glass will break
May 4, 2020 3:28PM PDT

must have hit the door knob pretty hard for it to break or you already had scratches that weaken it. I cannot tell you the number of door knobs I have hit. or chairs or cider-block walls with my almost five year old gear s2 classic. no breaking no scratches. just fingerprints on the face. Lucky so far.

check youtube for videos on repairing it yourself. I found one the other day on battery replacement for my watch - just in case.

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