Samsung Galaxy 42 mm Fitness Watch

During the course of November 2018 I purchased a Samsung Galaxy 42mm Fitness Watch. In recent times, while going to the gym, it appears that this device does not track my daily activity (i.e. steps, heart rate, etc.) for Discovery Vitality points. Upon further inspection, I determined that the heart rate monitor and the step counter on the device is faulty. I was advised by Samsung (Tyger Valley) to book in the device with WeFix Store (Canal Walk) for repairs. A week later, with great disappointment, I received a quote of R2 599.00 while the device was still under warranty. Subsequently, I have logged a call with Samsung’s Call Centre regarding the complaint and was given *** as reference number. The Samsung Call centre agent had traced the details from WeFix store with diagnosis of liquid damage. The news is surprising to me as I did not have the device near any liquids and, also, the device worked perfectly except for the two aspects mentioned above. I was very shocked and disappointed because my watch was working perfectly and well looked after. I also have protective sticker on watch face.

On 2 October 2019, I visited the WeFix Store, whereby the assistant informed me that he does not understand why I received a quote for R2 599.00 to have the repairs done as the device was still under warranty. I have followed-up on google reviews pertaining to the Samsung Galaxy 42mm Watch (internet) and it seems this is a common problem whereby (1) the heart rate monitor does not work or give problems; (2) the heart rate tracker loses track throughout the day and most commonly during workouts; (3) There are countless reports on various Samsung platforms as well as in a closed Facebook group for Samsung smar****ches; (4) Users also reported pedometer (step counter) and heart rate sensor issues. I have also enquired at another Samsung Technician at DionWired who confirmed that the Samsung Watch heart rate monitor and step counter are common problems. Please note this is a fitness watch that is worn on my arm, during exercises, and it is inevitable that I am going to sweat. This is the highest risk to liquid that the device faces; rendering the question of how liquid damage could cause a malfunction with the heart rate monitor / step counter.

It is not acceptable to receive a quote of R2 599 for repairs, while it is still under warranty.