COMPLAINT ABOUT REPAIR SERVICES ON A SAMSUNG GEAR FIT2 PRO.

COMPLAINT ABOUT REPAIR SERVICES ON A SAMSUNG GEAR FIT2 PRO.

On 22November 2017 I bought a Samsung Gear Fit2 Pro watch at New World in Menlyn, in Pretoria. As Samsung is a well-known or highly valued company I really expected to get some excellent service out of my new watch, both for fitness and smar****ch activities. Unfortunately this was not the case at all.

Within the first two weeks of usage I already started to pick up problems with the inconsistent and inaccurate heart rate and distance values during my training/running sessions. After a few more workouts the heart rate monitor started freezing during my workouts and the watch was certainly not working as Samsung claims it does. On the 29th of December 2017 I took the watch to the Samsung repair shop.

I was quite disappointed to hear that Samsung was not willing to give me a new watch. The initial estimated repair time was 2 weeks. On the 4th of January 2018 I received a text message that the parts required for the repair were ordered and delivery expected soon. On the 19th of January, when I already expected to have my watch back, I received a message from Samsung that the process is delayed and that the parts have not even been delivered yet. On the 4th of February I phoned Samsung Customer Care Centre to get some clarification on what was going on. I’ve been informed that all the necessary parts will be delivered on the 16th of February and that they will keep me updated. After not receiving any news on the 16th, I phoned the Customer Care Centre to hear that there are no parts in the country.

As I mainly bought the watch for running purposes, it really has a negative impact on my training not being able to use this device for which I paid quite a big amount. I honestly think that it is very poor service from Samsung to take 6 weeks only to tell me that there are not any parts in the country to repair my watch. How can a company sell products they are not capable of repairing or replacing?

I bought the watch very excited to start of 2018 running half marathons, now I didn't have a fitness device for 2 out of the 3 months since I purchased it, after saving for it the whole year!!!