11-09-2019 06:57 PM
I am frustrated by this watch after purchasing in Dec 2018. It simply cannot count swim lengths!
Since Feb 2019 I have reported to Samsung support, updated software fully reset the watch and returned for repair 3 times in the last 3 months or so.
THIS WATCH IS NOT FIT FOR PURPOSE
upon receiving the watch back from repair for the 3rd time on Monday I went for a swim. NO SERVICE NOTE INCLUDED, NO INFORMATION ABOUT WORK DONE TO THE WATCH BY SERVICE AS USUAL
2 lengths it counted 3!
Four actual lengths it counted 7 error of 3 this continued for a while an error of 3 then more random lengths were added we got to 52 on the watch I did 40. THIS HAS BEEN THE CASE ALL YEAR RANDOM LENGTH COUNTS THAT ARE WAY OUT.
Reporting back to Samsung case manager by phone for a second time I get no help what so ever. There is nothing wrong with the watch according to our engineer, no fault found. Please send it back to service again if you wish!
No resolution or refund or apology is offered just send it back to service for the fourth time.
NO! This is not acceptable Samsung. YOUR WATCH IS NOT FIT FOR PURPOSE.
I EXPEXT A BETTER LEVEL OF CUSTOMER SERVICE AND CARE AFRER PUTTING UP WITH A NON FUNCTIONING PRODUCT ALL YEAR
PLEASE ACTION
01-10-2019 10:00 AM - last edited 01-10-2019 01:18 PM
I have the exact same issue, not just on my galaxy watch 46mm but also my brand new Watch active 2 44mm.
This is a software issue that came when they updated the watches to one ui. I have spent hours and hours with Samsung support but all the say is send it in for repair. They just don't get that it is not hardware and needs to be fixed in software.
I have eventually got them to escalate the issue to a higher level and say I will be contacted soon to discuss the issue. Not sure what that will actually achieve but fingers crossed.
19-11-2019 10:06 PM
Did you hear back from your escalation? I've been having the same problem since May!
29-01-2020 12:32 AM
I'm pleased to report that I received an update to my Active 2 last week and Samsung have finally fixed the problem and the watch now tracks lengths perfectly.
Took a long time but they came through in the end.
20-07-2021 09:50 AM
Hello Spewy.
Could you tell us what update have you received?
I have the same problem in counting swimming laps.
Greetins
20-07-2021 09:55 AM
It was over a year ago but all 3 of my watches are tracking swim lengths perfectly now. Just make sure you update to the latest firmware and also make sure you have the correct distance set for your pool size.
17-10-2022 12:28 PM
17-10-2022 12:53 PM