Quote: Originally Posted by cyko I purchased my Gear S2 online from Best Buy. The screen failed during the warranty period. I called Samsung, they refuse to honor the warranty because the receipt from Best Buy does not have the serial number of the watch on it. I'm willing to bet that most of you don't have the serial number of your watch printed on the receipt. It's almost impossible for online retailers to record this, as they all use picn-n-pack fulfillment centers. I will NEVER purchase another Samsung product again.

Visit the Samsung Warranty Check page and enter the serial number / IMEI number and click ‘Search’ to find the warranty status of your device. (As far as phones are concerned, you can get the IMEI no of your Samsung phone by typing *#06# on the phone).

Of course I tried that. Calls to Best Buy = 5 (Time spent on phone = 3.5 hours) Calls to Samsung = 7 (Time spent on phone = 6.25 hours) Trips to Best Buy = 2 Trips to Samsung store = 2 Days spent dealing with issue 21 Final resolution, Best Buy replaced the watch and gave me a gift certificate for the trouble. That's not the point. The point is that I'm willing to bet there are tens of thousands Gear S2 purchases that the serial # is not recorded for. Most electronics retailers only record the serial # or IMEI number on cellular transactions. The non 3G gear S2 does not have an IMEI number. Samsung is beyond pathetic, their support staff are stuck inside a system of call centers with no access to other departments, no email, no ability to call a customer back.

I was getting close to the end of my warranty so it was very obvious what they were trying to do. Make the customer go away until the warranty expired so they didn't have to honor it. Best Buy is one of the largest retailers of Samsung products in North America (probably the world). Serial numbers are used in global manufacturing to trace production and distribution. There's no way in hell that Samsung doesn't know that the watch was sold to Best Buy. They must have logistics records linking that serial number batch to Best Buy.

At the very least, they must know the watch was sold in North America and should be covered under standard warranty terms. Furthermore, I have the original box, shipping documents, and receipts from my online purchase. It would only take a moment for someone at Samsung to look at the paperwork and then notice that I added the device to my Samsung account on the same day the watch was received. I'm sure the Gear App uploaded a ton of device and personal information to Samsung's server when I created the account and continued to use it. Plain and simple. Samsung knows I bought the device from a reputable store in the US and they refuse to honor the warranty.

Quote: Originally Posted by cyko Of course I tried that. Calls to Best Buy = 5 (Time spent on phone = 3.5 hours) Calls to Samsung = 7 (Time spent on phone = 6.25 hours) Trips to Best Buy = 2 Trips to Samsung store = 2 Days spent dealing with issue 21 Final resolution, Best Buy replaced the watch and gave me a gift certificate for the trouble. That's not the point. The point is that I'm willing to bet there are tens of thousands Gear S2 purchases that the serial # is not recorded for. Most electronics retailers only record the serial # or IMEI number on cellular transactions. The non 3G gear S2 does not have an IMEI number. Samsung is beyond pathetic, their support staff are stuck inside a system of call centers with no access to other departments, no email, no ability to call a customer back.

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I was getting close to the end of my warranty so it was very obvious what they were trying to do. Make the customer go away until the warranty expired so they didn't have to honor it. Best Buy is one of the largest retailers of Samsung products in North America (probably the world).

Serial numbers are used in global manufacturing to trace production and distribution. There's no way in hell that Samsung doesn't know that the watch was sold to Best Buy. They must have logistics records linking that serial number batch to Best Buy.

At the very least, they must know the watch was sold in North America and should be covered under standard warranty terms. Furthermore, I have the original box, shipping documents, and receipts from my online purchase.

It would only take a moment for someone at Samsung to look at the paperwork and then notice that I added the device to my Samsung account on the same day the watch was received. I'm sure the Gear App uploaded a ton of device and personal information to Samsung's server when I created the account and continued to use it.