So, I collected my pay monthly galaxy watch 5 on 30th August 2022 - very pleased, until I was out of range with my phone and bluetooth disconnected and my watch no longer worked. Assuming that I had done something wrong and preferring to speak with people face to face, I went off to a local Vodafone to ask someone more technically minded than myself to help - he couldn't, so I went to Samsung. Samsung thought they had fixed the problem and I assumed he had too, he works for Samsung, after all. The shopping centre had poor signal, so it wasn't easy to check at the time. However, I soon realised all he had done was switch bluetooth back on.. I was off on holiday the next day, so not much I could do for now.
Once home, off I go to a different Vodafone store - he had a look and told me I had activated sleep mode and that was causing the issue but he had fixed it - he even phoned it to prove it was working, which it appeared to be until I had left the store, and I couldn't get it to work again. Who knows what he did, he didn't show me.
Fast forward a few more days when I could spare yet more time to go into store, assuming I had not set up my eSim correctly, I visited a third store (in the hope I'd catch someone who knew how to help me!). However, he informed me that there was nothing he could do, so not to even bother asking him to look, and that I should phone the tech team. After multiple phone calls, and a 24 hour wait, I was informed there was an additional number (completely random, I had never seen this number before) on my account, that had been linked to my watch and this should now be removed and the problem fixed. However, it still didn't work. So, yet more infuriating waits on hold to Vodafone tech team, totalling hours now, and I'm finally informed that the only option is to send my watch for repair. It was now 29 days since I collected my watch, but as none of the stores had logged my previous visits, I was outside of my 14 day cooling off period and it was now to be sent off under warranty. I package up my watch, in the original box complete with strap etc. A couple more days pass and I'm told my watch can't be repaired, and that I'll be sent a "like new" replacement. It arrived this morning, with no strap, in a plastic zip lock bag, taped to the inside of a plain cardboard box. I have been on the phone all morning, and have been told that warranty claims (so anything after 14 days) only get sent refurbished, second hand devices. I am unhappy with this, if I wanted second hand refurbished tech, I would have chosen this and would be paying far less than I am currently being charged for a brand new one. I have asked for it to be escalated further, as I'm not happy that I was sent a faulty item initially, and now I'm paying full price, for a second hand item. They will be in touch within 14 days.
Anyone else had a similar issue? Can I hold my ground and reasonably demand a brand new watch? After all, mine was less than 1 month old when they received it.
Thank you if you managed to read all the way to the bottom of my very long post!
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