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Original topic:

Watch broken

(Topic created on: 25-07-2021 10:54 AM)
Franko64
First Poster
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Wearables
I own a Galaxy watch active 2 which is still within warranty and a few days ago I noticed that the back sensor lens had fallen off and I had been wearing it at work in a hot, dusty environment.
I do not know how long it had been missing as it didn't feel uncomfortable to wear but probably only a day or so as I regularly clean it.
As soon as I noticed I stopped wearing it and contacted support for a repair.
I did not attempt to clean the watch in case I damaged anything sensitive.
The watch was collected and sent to the Croydon repair centre and today they have replied that the repair will be chargeable owing to dust on the sensor!
The dust is on the sensor because the back fell off the watch 😡
I have replied with the same information as I have given here but they have answered that the decision can only be overturned by Samsung.
Can anyone tell me the best way to contact Samsung please? 

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1 REPLY 1
CarloL
Moderator
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Wearables

Hi Franko64, I'm sorry to hear that your watch is not working anymore. I'm afraid Samsung as Technical Support or similar department wouldn't be able to change this as they trust their engineers to inspect a device and to confirm if an issue is covered under warranty or if it isn't. In this case, I'm afraid it would remain a chargeable repair. 

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