[Resolved]  Samsung — Fraud with Manufacturing Defective Watch Given to Customer


I purchased Samsung Galaxy Watch 5 on 1st Feb 2023 on EMI for 6 months. I took it directly from Samsung Store to avoid any fraud. The store manager clearly mentioned during the purchase that the watch is water and dust resistant However, in less than 5 months my watch screen came up on its own. I immediately rushed to the Samsung store and shared my concern. The store manager saw my phone and acknowledged that it is a manufacturing defect. He also shared that this has never happened before with any watch. He continued to claim that watch is water resistant so even if by any chance rainwater has gone, the watch should not face any problem.
He asked me to visit the service center and suggested asking for a replacement as he saw that we had genuine concerns. When we visited the service center, after almost waiting there for more than 4 hours the center guy shared that water has gone into the watch and we need to pay 11000 Rs for the repair
There were no water droplets, vapor, or fog inside. How can he say this? Even if worst case rain droplets went inside. My question is “Is the watch so fragile that the screen came up so easily in just 5 months o[censored]sage? Then how can Samsung claim the watch is water resistant? To our next surprise, the service center said that such defects are not covered by warranty and said that we will have to pay to amount to repair.
He later told us to speak to Samsung customer care and blamed it on Samsung and said we can’t do much. I am extremely disappointed with the Samsung store, service center, and the product (watch). I have earlier used Samsung Gear Sports for almost 3 years in the same weather conditions. However, this issue never happened. My EMI’s have not even cleared yet and on top how can they ask me to pay for something I haven’t even done anything? Was it my mistake that I trusted Samsung and its features and purchased this watch? I really felt mentally harassed and disturbed by this overall experience. This is a clear case of FRAUD, where a defective piece is given to the customer. The service center has dismantled my watch so badly that I fear using it again. They have closed the ticket as Liquid Damage without providing any resolution to me. Need Help
+3 photos
Was this information helpful?
No (0)
Yes (0)
Sep 2, 2023
Complaint marked as Resolved 
Samsung India customer support has been notified about the posted complaint.
Verified Support
Aug 02, 2023
Samsung India Customer Care's response
Dear Customer,

Greetings from Samsung!

Thank you for reaching to us, request you to please share your registered contact no. / email address to assist you further.

Best Regards,
Complaint comments 

Post your Comment

    I want to submit Complaint Positive Review Neutral Comment
    By clicking Submit you agree to our Terms of Use
    Samsung India
    customer care contact
    Customer satisfaction rating Customer satisfaction rating is a complex algorithm that helps our users determine how good a company is at responding and resolving complaints by granting from 1 to 5 stars for each complaint and then ultimately combining them all for an overall score.
    Read more
    Samsung India Phone
    +91 89 3993 9899 [Customer Care]
    +91 12 4488 2122 [Head Office]
    +91 98 3502 2547 [The Mobile Villa]
    Samsung India Address
    2nd, 3rd & 4th Floor, Tower C, Vipul Tech Square, Old Golf Road, Sector-43, Gurgaon, Haryana, India - 122002
    View all Samsung India contact information