I posted this on Facebook but thought I should share here.
I had hoped to be sharing my review of the Samsung Galaxy4 watch but instead I give you this....
A cautionary tale for you - unacceptable customer service and straight up scammery by Samsung Canada. I have been a super loyal customer for over 20 years. Multiple cell phones, tablets, electronics and watches! I have endured all kinds of razzing for not switching to Apple but now I understand why I should have.
My galaxy sport watch gave up the ghost and wouldn't charge properly after 4 or so years of constant use. So on June 13, 2022 I purchased a new Galaxy 4 watch so that I could continue to track my workouts etc. I made sure to register my product so I would have warranty and bought a gorilla glass screen and even a silicone cover for the watch face so it didn't get scratched or damage the face of the watch. I don't wear my watch too tight but it's not loose either. The watch keeps track of body composition and status as well as tracking my workouts. I workout three times a week in the pool and last week I did a new workout called "swimming, outside" which is a workout created by Samsung for my sport watch which is waterproof/resistant While in the lake the pin on the watch malfunctioned and released the watch from my wrist. We did everything we could to recover the watch but the lake swallowed it up.
I called right away and was told that my two month old watch was in warranty and that it would be replaced. I was disconnected unfortunately and I called back and explained. I was told that I used the watch in water so it would be considered liquid damage and not under warranty. When I questioned how my waterproof sport watch with multiple water and swimming activities as preloaded Samsung workouts could have its warranty voided for using it for its intended purpose I was told that no no it would be in warranty but they needed to escalate it because I didn't have the physical watch to repair
I got an Email saying that because it was lost there was no product to have warranty. So I asked for someone to explain to me how I could produce the watch if their malfunction caused the loss in the first place while using the watch for its intended use. I was told it's just how it is and if I had gone for a run and it broke I could get it replaced. I explained that I am unable to run as a workout and that sounded like discrimination to me. I didn't break the watch or use it in a way that it was not intended for. I was told again that it would be escalated and that it should be covered by warranty.
Today I got a call from a very rude agent who said "did you call about your lost watch" and I explained that no I had called about a warranty replacement of a watch that malfunctioned. And resulted in a loss. I was told it was not their fault and I should have returned the watch and without the broken watch they will not replace it. I asked once again for someone to explain how I could produce the watch if it malfunctioned. I asked if they were saying it was normal for the watch pin to pop out after two months and if I had just been lucky the last four years with my other watch. The gentleman on the phone just sat silent and when I waited for a response he would rudely say HELLO? And repeat his script that there is no warranty as there is no product. It does not matter that I registered the product. That I can show electronic tracking In their own app of when the watch stopped tracking and disconnected from my phone. It does not matter that I used my watch for its intended use. It is simply that it is my fault for wearing it in water. It does not matter that its only two months old. I should not have used the sport watch in the water and if I wanted to produce the watch they would reopen the warranty claim.
So now here I sit, with 6 weeks until my samsung phone contract ends without a smart watch wondering if I should even bother? Do I switch to Apple and Applecare on the products? Do I replace my Samsung TV when it's done with a better TV? Do I sell my two tablets and buy an iPad? Switch my googles for Alexa's and Siri? On the plus side I would get included in family chats more lol. Very upset and very discouraged. What is the point of registering and having warranties if you just tell everyone it's there fault.
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