Bests & Worsts Reviews from Amazon

This is not Samsung's area of strength. I purchased a Samsung Gear Sports Watch six months ago, the watch stopped working on Sunday September 16 as I was playing Tennis. I sent the watch for repair and Samsung’s feedback was: “out of warranty due to liquid damage.” Please read the following quote from Samsung advertising materials for the Samsung Gear Sports watch: “If swimming is your sport or you get caught running in the rain, keep going. The Gear Sport has a water-resistant rating of 5ATM or 50 meters, so even in the deep end, your activity is recorded. It also has Speedo On—Speedo’s new Swim Tracking app—so you can dig into the details.” It turns out that my sport is Tennis, the watch stopped working over a month ago as I was playing tennis, I wasn’t even swimming and it wasn’t raining. I live in the state of Arizona, I would have to travel many miles before I could go deeper than 50 meters. I contacted Samsung and after a month they have not helped me. Instead, I have gotten the run-around bouncing from department to department; escalating the issue. I’ve sent the watch twice to them through UPS. Samsung representatives have promised to grant a “one-time courtesy repair” only to tell me again and again the watch is unrepairable. Next, they told me the watch was “Beyond Economical Repair (B.E.R).” They told me they needed approval to lift the BER label from my ticket. At that point they had my watch in their possession at the technical department. They told me they had to ship the watch back to my house, I needed to wait 3-5 business days, they had to approve the BER lift, then they will call me so that I could ship the watch back to them for repair. So, to paraphrase: Samsung rep: “we have your watch; it cannot be repaired; however, we will ship it back to you; you wait 3-5 business days; then call us back to see if we approved that you can ship it back to us; then we will repair it at no cost to you.” I have dealt with Samsung Customer Support for over a month; I’ve sent the watch twice to them; I’ve spent over 8 hours over the phone, and the issue is not resolved. I have 2 Samsung TV sets, washer and dryer, and an S8 phone. I really have always associated this brand with a reasonably good level of quality. After this experience I will never purchase Samsung product again unless I see evidence that Samsung has changed their culture significantly. I find their policies to be unfair and unethical. I suggest you as a customer think twice before you let this company take advantage of you. I feel I gave plenty of opportunities to Samsung representatives to do the right thing. I feel really powerless. I’m writing this complaint in the hope that someone at Samsung would like to change their companies’ practices for the better.