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New Member
Posts: 3
Registered: ‎07-07-2019

Samsung refused to repair my Gear Fit2 Pro under warranty

I swim laps 3 or 4 times a week. Gear Fit2 Pro went dark; it will not charge. I sent it in under warranty per instructions from the person at the Best Buy return counter. I received an email message from Samsung that the watch has water damage, and it's my fault for using it in the pool as advertised. I purchased it for swimming laps. It even comes with a very nice swim app, but apparently you cannot swim with it or get it wet!

 

I spent an hour on the phone with Samsung just to get it sent in under warranty.  As for me I will never, never, never, ever purchase another Samsung consumer device again, and I am doing my part to spread the word on social media. I only give big companies like Samsung one chance to make right.  Fix it at your cost or replace it.

 

There was no indication at Best Buy where I purchased the Fit2 Pro that Samsung would not honor the warranty if used as advertised, and that I could not use it for swimming as advertised. In fact, the Best Buy clerk recommended it for swimming laps. Now Best Buy will not have anything to do with the watch return or refund - too many months after purchase. The return counter person was polite, but said good luck dealing with Samsung, here's 1-800 number. He implied that I had just wasted $200.  I had at least expected Best Buy's "brick and mortar" store to take of the return and replacement.  Very disappointed in Best Buy too.

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Posts: 525
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Registered: ‎10-03-2017

Re: Samsung refused to repair my Gear Fit2 Pro under warranty

HI, GearFit2ProUser, 

 

Thanks for your post to us here on the Support Forums!

 

Having the right device for your lifestyle is imperative, and I would be wanting some help with this too if I were you. We always expect the smartwatches you purchase to work as they are advertised, and it's concerning to hear that this won't be repaired or replaced for you. I hope that our team is able to help you out in some way in regard to your Samsung Gear Fit2 that quit working so soon. 

 

In order for us to get started, I'd like to ask a few questions. Did Samsung happen to provide you with documentation stating they won't replace this, and the reason why? Also, when you visited our store, did you have the chance to speak to a Manager or Supervisor? 

Happy to help,

Cameron|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-07-2019

Re: Samsung refused to repair my Gear Fit2 Pro under warranty

Cameron,

No, I just talked with the person duty at the return counter at the La Jolla, CA store.

 

I received an email from Samsung stating the cost to repair and a link to pay, because it was out of warranty. In an online chat session with Samsung, they stated that the Fit2 Pro had water damang which voids the warranty. I stressed that the watch is advertised for swimming and you cannot avoid getting wet. The online chat person said that there is nothing they can do and referred back to the 1-800 number. 

 

A search of the Samsung forum quickly revealed that 100's of other Fit2 Pro users have the same problem, and Samsung's standard answer is that it is your fault for getting the watch wet. 

 

 

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Posts: 525
Topics: 31
Kudos: 149
Solutions: 25
Registered: ‎10-03-2017

Re: Samsung refused to repair my Gear Fit2 Pro under warranty

Hi there, 

 

I hear what your saying, and that does sound frustrating to say the least. Let's take a deeper look into what we are able to do to help you out with this Gear Fit2 Pro. When you have a moment, please send us your full name, email address, phone number and purchase information in a Private Message. To send a private message, you can click the blue button in my signature next to my name. 

 

I'm happy to investigate what we can do to help you out. 

 

Thanks,

Cameron|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎07-07-2019

Re: Samsung refused to repair my Gear Fit2 Pro under warranty

Update -- Samsung agreed to repair the watch under warranty after several email exchanges. They examine water intrusion on a case-by-case basis and claim that there is no known design defect. The watch is suitable for lap swimming as advertised. We will see how long the repair lasts.

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Posts: 2,287
Topics: 93
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Registered: ‎10-19-2017

Re: Samsung refused to repair my Gear Fit2 Pro under warranty

Hey there, GearFit2ProUser,

 

Thanks for updating publicly on this! It’s such awesome news that Samsung will be servicing your device under the factory warranty. I hope everything goes great with this going forward. Either way, let us know if there is something else in the future that we can help with here.

 

Best,

Kayla|Social Media Specialist | Best Buy® Corporate
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