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New Member
Posts: 3
Registered: ‎08-01-2018

Problem escalation - Gear S2 Watch

I bought a refurbished Samsung Gear S2 watch last Fall. A quick swim this Summer killed it; the watch never exceeded the IP68 specifications, 1.5 m for up to 30min., during the swim.

 

I contend that the refurbishing compromised the watch's water-resistence.  I went to my local BB to return the watch and spoke to the manager.  All he would do is credit me the cost of the watch (I have a GSPR plan).  I feel this is unsatisfactory.

 

I tried a chat session with a GS agent, hoping to push this farther up the food chain. S/he was unable to do so.  It appears that the GS agents also perform firewall duties.

 

Is there a way to escalate this problem?

 

 

Valued Contributor
Posts: 1,033
Registered: ‎02-07-2011

Re: Problem escalation - Gear S2 Watch

Just put of cuiosity, what are you asking for? They are not going to give you in store credit or otherwise more then the amount you originally paid for the product.
New Member
Posts: 3
Registered: ‎08-01-2018

Re: Problem escalation - Gear S2 Watch

Ideally, I would like a replacement. As the S2 is no longer available, it would have to be a S3.  Failing that, a refund of the purchase price AND the cost of the protection plan.  Or, failing that, a credit for the purchase price and protection plan cost.

 

My rationale is this: I purchased the watch understanding that it was refurbished.  However, there was nothing to indicate that the watch's IP68 spec had been compromised by its being refurbished; the watch failed because of something that BB did.  If the controls, wifi, or bluetooth had been broken, it would have been immediately obvious and I could have done something shortly after buying the watch.  The IP68 spec isn't obvious and is unlilkely to be tested in November in New Hampshire.

CB

Posts: 1,782
Topics: 50
Kudos: 236
Solutions: 88
Registered: ‎10-19-2017

Re: Problem escalation - Gear S2 Watch

[ Edited ]

Hello CB_3,

 

Welcome to the Best Buy forum community and thank you for reaching out to us regarding your recent issues with a refurbished Samsung Gear S2 purchased in the fall of 2017. It’s never pleasant when a beloved piece of tech stops working so I’m glad to hear that you ended up purchasing the GSP-R for your refurbished Samsung Gear S2.

 

Buying refurbished products can be a great way for customers to receive products in like-new condition while receiving a discount. Refurbished products are verified to work properly. That being said, most refurbished products have a 90 day warranty unless otherwise note and also follow the Return & Exchange Promise where a customer can return or exchange most products within 15 days (30 or 45 days for Elite and Elite Plus My Best Buy member for many products). Please see the link here for more details about refurbished products. For protection outside of any included warranty, a GSP, such as the one you purchased, is a great way to go.

 

Though this isn’t the answer you were hoping for, it's good to hear that the store manager was able to offer fulfillment of your GSP-R so you could be taken care of. For GSP-R plans, one of the options for fulfillment is to “[reimburse a customer] for replacement with a voucher or gift card equal to the Covered Product’s current market value, as determined by us, not to exceed the original purchase price of your Covered Product including taxes.” You can take a look at the full GSP from the fall of 2017 by following the link here. The credit issued can then be used toward the purchase of another product.

 

To that end, as you’ve shown an interest in sticking with Samsung and upgrading to the Samsung Gear S3, there are quite a few available options on BestBuy.com for you to peruse. If you would like, I would be more than happy to reach out to your local store to set up a time for you to go in to start the GSP-R fulfillment process and speak to them about any available Samsung Gear options in store. For me to do that, please just tell me which store you would like to go into, your full name, phone number, and email address. To keep your information secure, please send that in a private message by selecting the “private message” button in my signature.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎08-01-2018

Re: Problem escalation - Gear S2 Watch

Kayla,

Thank you for your reply.  Perhaps you can help me understand a couple of things:

 

1. The Gear S3's manufacturer's warrantee is one year parts and labor.  The GSP for the watch covers 2 years.  What is the advantage of the GSP if something happens to the watch in the first year?

 

2. The BB web site lists "open-box" options (excellect/satisfactory/fair condition). How do these affect the manufacturer's warrantee and the GSP?

 

CB

Posts: 1,782
Topics: 50
Kudos: 236
Solutions: 88
Registered: ‎10-19-2017

Re: Problem escalation - Gear S2 Watch

Hi there CB_3,

 

Thanks for the great questions about GSP!  I’ll be happy to do what I can to provide the additional information you’re looking for.

 

For the first year when a new product is already covered under a manufacturer warranty, there can be some overlap of coverage, but a GSP truly shines with coverage outside of the normal offerings for manufacturer warranty. One common example is that GSP-R plans for wearable technology cover accidental damage from handling whereas the majority of manufacturer warranties do not offer that protection. Additionally, I personally prefer when I can file a claim through Best Buy instead of a manufacturer due to our claim support options. For example, a set of headphones I had a couple of months ago stopped working but I had a GSP-R plan. Instead of having to go through a huge claim process with the manufacturer, I just stopped at my local store where they processed the claim within about 10 minutes (that includes ringing out my new headphones). I would advise taking a look here for more information about GSP support for wearable tech.

 

In regards to manufacturer’s warranties for Open-Box items of different conditions, available warranty should mirror that of a new product unless otherwise noted. Apple product manufacturer warranties, for example, are for one year, but from the original transaction date (when it was first purchased) and not from the purchase of the item once it is open box. Though it’s not common, if a customer is having difficulty filing a claim with the manufacturer because of the open-box status, they should be able to head into the store at that time for any further assistance.

 

The condition (excellent, satisfactory, etc…) shouldn’t affect if a GSP is offered, though some items (even new ones) will not allow GSP coverage depending on a variety of other factors such as vendor agreements. So if the new product offers GSP, then the open box option should allow GSP. I do want to note that any blemishes or scratches present from purchase would not quality a customer to request warranty service for repair or replacement, though. In other words, if a product is purchased in fair condition a customer wouldn’t be able to file a claim to fix/replace scratches, dents, and other blemishes from purchase.

 

I hope this helped to clarify! If you have any further questions, though, please don’t hesitate to ask.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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