Being a brand endorser and a faithful customer of samsung for more than 15 years now, using most of the product from the brand because of the quality and right commitments. It is very heart-breaking that in today’s customer centric world a brand like samsung can use misleading advertising and promotional campaign to sell a product.
Sitting in dhaka i bought a samsung gear fit 2 pro for my son in india on his 17th birthday on 4th august’18 from flipkart. The product showcase stated that it is wonderful product with strength to go in a swimming pool but oh boy the first dip itself proved it to be a fake and misleading marketing stunt. On top of it the customer care or the service centre in gurgaon did not even knew that the product exist or even has a capacity to perform such a activity. Even after a month of struggle with everyone in samsung customer care i'm forced to write to head of the co. For such a small thing.
Would request you to guide your concerned person to revert back before the damage to reputation and brand is done because of non-performance of people in-charge rather than the brand itself.
Below is the facts narrated by my son.
Let’s go swimming with a gear fit 2 pro, oh wait "it is water resistant and not water proof" but how does samsung put forth a video of a guy swimming with the watch and still no water damage. I was extremely surprised to see my birthday present go away when samsung told me my device (Used 4 times) had lost its warranty due to water damage.
Let’s recapitulate, a human being on vacation with a new smart fitness band from samsung which has labels all over it of a 5atm water resistance.
According to google (A trustworthy brand), 5atm = 50 meters = 164.03 feet. Now this human being takes the watch inside a swimming pool (Which can obviously not be 164 feet) and comes out of it to see a cracking oled screen with shattered colours and surprisingly water damage.
Now for the fact stated above that it can go for a 'dip' in the pool, isnt true. I took it to a samsung service centre post the wreck but the way i was treated and bugged away was not a nice experience. The service centres' technical expert had told me that water had gone inside and due to decolourisation of the litmus paper inside i agreed that water had gone inside. But my question was how. The company states in the guide that “water moving with force isnt appropriate for the watch."my pool had no waves neither did i dive and nor did i swim. Was just in the pool for a leisure time but the brand couldn’t back its product and had no reason for this case.
I called samsung service centre and they told me the same thing 20 times that “warranty is void due to water damage."
Now, what is an average consumer to do, just keep an expensive watch lying around? Samsung should realize that its reputation has already dipped due to the galaxy note 7 and now seeing all the forums on the internet about the gear fit 2 pro has forced consumers to imagine another product failure in the near future.
After 1 visit to the samsung service centre i was bugged away so smartly. The service centre expert did not even know how to open the box of the watch. They did not know i was educated. They started behaving with me appropriately after i fluently spoke english on a call. First visited was a sheer waste of 2.5 hours. Few days later i received a call from the technical expert. She didn’t know anything about water resistance. I had to explain her everything myself being in the technological field. She told me that my issue would be escalated to the national team and told me to visit the service centre again. I agreed and have it another go. This time it was pathetic, they created a job sheet for me and said as soon as we get a call from the customer care we will repair it under warranty. I said ‘ok’ an gave in my device with a little receipt in my hand. Reaching home i called the customer care to explain everything, she said my job sheet was cancelled. This got on my nerves. A week later i got another call from the service centre saying that i could collect my product. It has been lying there in the dusty corners of the service centre for a week. Surprised to know this, i went to take back my product in knee deep water from the ‘gurujam’. Still have the product with me and it just stopped charging saying battery needs to cool down.
Loyal customer
Ajay singh
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[protected]@gmail.com
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