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Anthony M

1 reviews | Active since Aug 2017

19 Jan 2021, 17:34

All I want is my watch to be fixed "No power"

Good day, I bought samsung galaxy fit e watch for my wife. After a couple of months using the watch it accumulated a few scratches. One Saturday after she got out of the pool the watch switched off, left it to dry and charged it the next didn't want to power on. Took the watch to makro where I initially bought it they booked it in for loss of power. Wefix where the watch was sent to said they cannot fix the watch because of physical damage. I sent want the initial problem to be fixed which was the power failure problem. My watch won't be fixed because apparently samsungs warranty doesn't cover physically damage items. All I wanted was the watch to be fixed for the power failure problem. So what they telling me is if I buy a smart watch today , 2 weeks later I go on a trail rain scratch the watch buy accident , the phone dies due to power failure they not going to fix it. To me that classifies as a ripoff. What they saying is that if I buy the watch I'm going to have to treat it as gold lock it up in the safe or behind a glass cabinet so that it never gets scratched. What was the purpose of buying the watch in the first place, why then sell smart watches.

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Replies (3)
Samsung South Africa
Samsung South Africa's reply19 Jan 2021, 17:47
Official
 
 
Good evening Anthony,

Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused. 

We have noted your concerns and we are currently investigating the matter further. 

Your complaint has been assigned to our escalations department and we will be in contact with you. 

Regards, 
Samsung ZA
SS   

 
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Anthony M's update19 Jan 2021, 17:56
Reviewer Update
I contacted your voice of the customer but they were no help. I don't want a new watch all I want is for the watch to be fixed because its still in the warranty period, I don't care about the scratches, all I want is power restored on my watch how simple can it be, its like taking my car to the mechanic, I want something specific to be fixed so that my car can drive , I don't want him to fix my window or my door.

All I want is the power to be restored on my watch.
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Anthony M's update20 Jan 2021, 17:51
Reviewer Update
I spoke to one of your advises at voice ofbthe customer but its like my voice is not being heard. I told them I understand that there's scratches on my watch and they said that they won't repair part of the watch, they need to repair the whole watch but because there's scratches on the watch is classed as physical damage and the warranty does cover it. I explained to her and told her that I don't want the scratches to be fixed , I want the power of the watch to be restored. That is the reason why I booked my watch in initially because there was no power. Not for the scratches on the watch.
What smart watch is not going to have scratches especially if you do a trail run , you running through bushes or past a tree with branches or you busy with equipment and it gets scratched. How do you as samsung base physical damage on that.