Samsung Watch Customers BEWARE !!!!!!!!!!!

Samsung Customers BEWARE!!!!!!

So after being a loyal customer with Samsung for over 10 years, Samsung has shown their true colours, that customers mean absolutely nothing. Guess its now obvious that only money matters.

The Story starts as follows… I started saving every penny to buy myself a decent watch, after being disappointed with cheap smart watches, I decided on a Samsung Galaxy watch, After watching the reviews I was very impressed and thus started saving.

I eventually saved up R 6100 and purchased my new Galaxy watch from takealot in Febuary 2019. Extremely happy with my purchase I looked after my new device, making sure not to get close to water, I did not even sleep with the watch on my wrist. I honestly looked after that watch.

In December 2020, I upgraded my phone as my contract came to an end. So I upgraded from a Samsung S9 to a Samsung S20 FE, again I emphasize that I am a loyal Samsung customer, or at least I used to be. After my data was copied onto my new Samsung S20 FE, I started setting up my apps, of which the Samsung wearable was one. After the app was ready I proceeded to pair the watch to the new phone, the phone promptly asked me to reset the watch which I thought was strange but proceeded as there was no other option. When the watch eventually restarted I noticed I had lost all the watch faces I had gathered over the year and was very disappointed that Samsung could not even build in a redundancy for keeping your faces, non the less I proceeded to update the watch as it now seemed that the watch was obviously factory reset. Very disappointing.

When the watch had restarted the second time, the heart rate sensor at the back started heating up, I thought this strange as it had never done this before, the battery life dropped from 100% to 10%. I started googling the issue, while I was doing this the watch got so hot it actually burnt my wrist. I immediately took the watch off and placed it on charge, still not knowing what was going on. I found an article suggesting I switch the watch off and take it to my nearest Samsung repair centre, which I promptly did.

While at the Samsung store at Clearwater Mall on the west rand, I enquired about what was going on with the watch and if this was a regular occurrence, which I was answered that it was NOT !

I was then requested to hand over an additional R 200 to inspect the watch and find the issue, again I was not happy with the additional money spent but did it to find a solution to get my watch back to its original state. While doing this the lady at the counter loosely tells me it’s the motherboard that will have to be replaced, astonished I asked how she would know of which she replies “we always replace the motherboard”. I said fine, please let me know.

The next morning she called me back saying the motherboard needs to be replaced and it would cost me an additional R 3600. Obviously shocked, I asked her for the Samsung Head office number that she recited out of her head, making me assume that this happens more often than not.

So I called the head office and spoke to a customer support lady which immediately asked when the watch was purchased, and then proceeded by telling me the watch is out of warrantee and there is nothing they can do. I then asked to speak to her manager and was transferred eventually to a team leader after waiting on the line for over 30 minutes.

The Team leader Tumi then asked a series of questions and I explained the above predicament, of which he said he would escalate and would feedback to me after 2 working days.

I waited a week, with no phone call, no email and no answer to my issue. Naturally I called back expecting feedback, this was the Wednesday a week after my first call. Waiting an additional 30 minutes to be transferred to Tumi, after numerous attempts to get through to him the call centre agent told me they would send him an email to contact me back. So again I supp**** my cell number etc to the call centre agent. No call no feedback.

Thursday I call again with the same issue, cannot reach Tumi, no feedback, email will be sent, again contact details were provided.

Friday, called again, same issue but this time I was told by the call centre agent that Tumi has no idea who I am or what I want, could I re-explain the issue and it will sent to the team leader via an email, again contact details were provided.

Monday, called again, however this time there was feedback in the form of the customer escalation team have been trying to get hold of me…… but how is that possible I have no missed calls on my Samsung device, I have provided my contact details over and over…..

I ask to be transferred to this team and they tell me they were only provided with a landline number…. ? what? But I have been providing my cell number this whole time ????????? Anyway, I am then told that the escalation was regarding the shop charging me too much to fix my watch…. WHAT????? REALLY ??????? so much for team leaders in Samsung.

I re explained my story yet again expecting to actually get some sort of help. The lady was very supportive and recorded my story and promised me that it would be escalated to management. Wednesday, this now 2 weeks later, I get a phone call with the new agent explaining that if there are scratches on the device the warrantee ceases….. I rep**** saying that I don’t want them fixing the scratches if any, I want the watch back in working order. I was then told that its unfortunate but that is the answer. WOW Samsung, well done there on customer service, great job.

I have now yet again asked to speak to management…. So we wait.

Please people, be careful when buying Samsung watches, apparently there is absolutely no help for you out there, read on the internet and you will find many articles and complaints in the same line. It seems this company will find a reason NOT to help their loyal customers that spend millions on their products.