Warranty claim denied for samsung smart watch active 2

[GabrielPrime]

Hi Team,
From last 5 days my galaxy active 2 watch was rebooting continuously
and now from day before yesterday its not turning on. I have gone to the customer
service team in Thane, India. But they are saying
"Motherboard is damaged due to liquid and its not covered in
warranty, also claimed 7K INR for repair. Howbeit, its actually in
warranty as I purchased this last year in July.
Last time, I used it for running and cycling continuously for 4 months.
Possible liquid which must have got into the product, would be my sweat
or twice/thrice I took it in the shower to clean it in a years time. Also, I understand
the product is waterproof/resistant which the brand claims to be on website and other channels therefore it should not have been
damaged at first place.
Would like to know a solution on warranty claim and explanation about
fragility of the product and wearables like watch could be damaged on
the mentioned reasons. Did not expect something like this could happen. Highly disappointed as its not worth then to purchase such fragile products from samsung
(Its a wearable product and a watch, it needs to be robust and waterproof/resistant; so it needs to work for long period as well).

[R3ddy]

Did you write to samsung support? Or had a chat with support team?

[GabrielPrime]

Yes, even they denied for a warranty claim. 

[Anikroyale]

Water damage is not covered under warranty, not by any brand. It is never recommended to use any electronic, be it even IP68 water and dust resistant, in wet conditions. Your sweat did nothing, you took it to a shower, which caused water to go in. The watch is not waterproof, its water resistant, it doesn't omit water, it resists water to a certain amount, and in excessive amounts, water can go inside.

[GabrielPrime]

• I am fully aware that electronics should not been taken/have a contact to any type of water body to a certain extent. However, they claim it to be water resistant which could be taken to a swimming pool(1.5 meters inside water for 30 minutes) but cannot be taken to a shower which would not be even immersed at the time compare to while swimming. My problem is with what they claim for a product to be and in actual it is not. Therefore brand should not be claiming it just for sale of the product or marketing purpose.
• I do got other products like jabra elite active wireless earphones, oneplus mobile, its been in heavy rains multiple times, and also it has not been having problems from couple of years. Whereas watch active 2, it did not stay for a year indeed, it's that fragile.
• Concerning taking shower with it, I took way before several times in a years time and it was still working till last week but suddenly after a night it stopped working. 

[Anikroyale]

Swe, I tried explaining the point, but you didn't understand, and I can say that you don't undersatand how water resistance works, so I have nothing more to say. Do what you want.

[GabrielPrime]

Brother, I say you are incapable of understanding the situation and problem as well. I am talking about their claims of the product over its capabilities which has not been upto the mark and you are explaining me about water resistance? Of which indeed I know about its working. However, thanks for putting your time and teaching. In simple words for you, Brand should not mislead/misinform people to market stuff as consumers will then use it likewise. 

[whats-in-a-name]

I completely agree with GabrielPrime...... The watch does mention that it can be taken into water submerged upto certain meters (I think it is 2ATM). Moreover the Watch has a WaterResist Mode on the Shortcuts. As per the mode u are supposed to Turn that on before submerging. While this mode is active, drops icon appears on the screen and watch is completely locked on UI and inside. When unlocking this mode, the Watch Ejects Water from the vent which can be seen on the back above the Heart Rate sensor. You also need to shake off excess water before you activate ejection. Now it is possible that when u used it in shower without the mode being on, small quantity of water could have seeped in and then since u did not also eject, over a period of time this would have gone in the mother board. Now logically this mode should be ON by default as a person might not remember to turn it on before swimming or shower, however not sure why it is not so. Also I think this would have happened over a prolonged period hence the issue. Ideally warranty should cover it. Your post is a real eye opener for all i think.

[GabrielPrime]

First of all, thanks, for understanding the problem and supporting the cause. 

Also, even i do know about the water mode but as you pointed out correctly, nobody voluntarily gets that mode switched on and then gets into shower or wash their hand everytime they want to save it. Furthermore, from what I remember, I have not put my watch inside a pool/bucket of water completely and for quite certain amount of time. I think nobody will even do that unless they are going for swimming which is intentional. There could be few reasons that it might have happened, which could be splashing of water while washing or it might be sweat or indeed while showering, water may have seeped. Nevertheless, it should have been water resistant to an extent for any common reasons. They claim it to be water resistant for upto 5m something, in which it has next level water pressure, so this is nothing compare to getting it in the shower or any reasons. 

Moreover, if they claim it to be water resistant and promote it likewise for marketing, therefore it needs be in covered in warranty atleast which is indeed the issue at first place. 

[cs-member13]

Dear Samsung Member,

Greetings from Samsung Customer Support!

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