Hi @GaryBrett. 
Samsung very much aim to treat each person and case as an individual when you get in touch with us.
The more info we can gather on a specific issue being experienced the better, as it helps us in doing exactly the things you highlighted here:
- Correctly identifying issues and any trends within their proper context;
- Any staff communication on a specific issue reported being correct and co-ordinated;
- And of course, advice and solutions for you guys.
This is why we advise using the Members app to send diagnostic information/log files for our software team to analyse; or refer folks to Support Centres for physical inspections of a device, for example.
Thanks AntS your answer is very much appreciated, if I could respond to a couple of the ponts?
'Samsung very much aim to treat each person and case as an individual when you get in touch with us.'
As it should be I totally agree, my annoyance is the misleading claims of not being aware of any issues when you clearly are? All we as customers want is clarification, we know there is an issue but Samsung wont confirm this so we are left in limbo spreading negativity across the internet, pubs, workplaces wherever, whenever asked about Samsung Galaxy Watch. It really isnt a great way to deal with customers, just my opinion.
'And of course, advice and solutions for you guys.'
Hand on heart Ants, the only advice I have been given by web support is to pack it up and get ready for courier collection for a full refund, or we will send you a new one at some point in the future. No help to resolve the issue, suggestion as to what may be the issue or even acknowledgment there is an issue. Ive just forked out £300, I dont want to be without a watch for the forseeable future?
'refer folks to Support Centres for physical inspections of a device'
This part I really dont understand, it may just be me but if Samsung dont know there is a hardware issue with 100s / 1000s of UK watches what purpose does this serve? Honestly, if they confirm its hardware that can be repaired, Id be there kncoking on the door, as it stands though nobody wants to admit any problems?
'Members App'
I wasnt aware of this, the web support staff certainly didnt let me know. I'll try that too, I have offered on multiple occasions to send in my findings, charts, graphs workout examples, sleep examples but have been turned down every single time, the response - 'Shall we arrange for a refund'Mr Gary' 
Anyway, as I say I appreciate your input, on a different level to web & sales support (but in case you work on that team, then cancel that ,your all brilliant 
)
Hi AntS , not sure if your on here today, if you are very quick query if I may?
Got a callback from Samsung supervisor last night after I'd linked in this forum to an email I had sent. She was still adamant I was the first person to call with HR, step & calories burnt issues on the Galaxy Watch
Anyway Im not asking you to commit to anything but my question is in your experience are these issues hardware or software related? I ask because she mentioned she will exchange my watch for another immediatley (despite there being no uk stock). If its software then I will stick with what I have, no point in changing out to a watch with same software version.
However if its hardware, Im going to be all over the offer
I appreciate you dont really see people on here whose device works perfectly, always the ones who are having issues but I'm yet to find anyone in the UK groups / forums with a fully working Galaxy Watch or who has had one repaired / replaced suggesting its software related?
Thanks
No worries, @GaryBrett.
- Aware that it can look like it from the outside, but it's not a denial of an issue or deliberate obscuring of it. It's rather an acknowledgement of the reality that there are very often a few factors/variables that can possibly cause an end effect, and figuring out in the best way you can which of those applies in that case. When you're trying to investigate and solve a problem it's always best to attempt to find out what's really going on, if you can, rather than assuming.* For front-line tech support, treating each case as a fresh one is a good way of doing that.
(*I learnt that the hard way back in my first week on phone tech suppport. Last call of my very long , stressful second day was from someone whose device was telling them that their email address was invalid. They insisted they were typing it in correctly as "they knew how to spell their own name". We tried everything from deleting and attempting to set up the email again, through to a data backup and full reset; and nothing solved it. 90 minutes into the call, they suddenly remembered that their email address had a couple of numbers in it - and when they tried it with those, hey presto it worked! Didn't know whether to laugh, cry, or unleash a stream of swearwords at that point... )
- Following that point: the experiences of folks reporting an issue with HR Tracking for the Gear Sport suggest a software-related cause in their cases. But it may not be the same for activity tracking on the Galaxy Watch, so at this moment I wouldn't be able to steer you in the right direction. 😞
- Support always aim to give you the advice that's best for you in any given situation. Generally speaking, refunds or replacements as a solution aren't ideal, but it may be the better or correct options for someone at that time - particularly if they're still within the standard retailer return period, for example. As I indicated above, info submitted by you guys gets analysed, and advice, processes and/or solutions created or adjusted accordingly.
- Apologies for the confusion for the Support Centre bit! That was meant as a broader point as to why you might see us referring folks to Support Centres for Samsung devices in general.
- Happy to make you more aware of the Members app! We're trying to do more to promote the Members app to you guys as well as internally at the moment.
Anyway, thanks again for your help on this, lets hope a resolve appears soon for us all. 
XANDER - I guess the only comforting aspect at the moment is your far from being the only one with problems on the Galaxy Watch or indeed have trouble with 'UK' support.
It really isnt good enough that after 3 weeks Samsung have failed to address the situation, publicly at least. These forums, Samsung support lines and the multitude of socal media groups I think would calm down a little if they could at least acknowledge the issue and tell us its software or hardware related.
Im hoping the silence doesnt mean its hardware, if they confirmed that I think Wear OS shares may get a sudden boost 
