[Samsung Gear S2] Ecurb124:
Same issue - faulty strap Gear S2 - my chat history on the topic

Me

Big Samsung customer and fan, but very disappointed tonight. 1st day Gear S2 buyer (October 2), tonight the band fell apart where the glue that holds the strap to the connection device failed. I see mention of this on various forums and what appears to be lack of Samsung support. I own two tv's, Note 3, Note 5 (still within return period), 8" Note Tablet, 10" tablet, and daughter an S5 Active. I'm not excited about the prospect of $50 for replacement bands every 10 weeks or so, on a watch that has already been marked down $50 from what I paid. I'm not looking to change brand loyalties, but this is a potential crossroads. I'll look forward to your thoughtful response. 214-xxx-xxxx

19 Dec 2015

Samsung Support USA

Hi! Thanks for reaching back and we apologize for the delay. We'd be delighted to help you here. Could you provide us the model of your Gear S2 that can be found at the back of the watch? ^Bert

19 Dec 2015

Me

From the back:Samsung Gear S2 316L Stainless Steel Case. From the box: SM-R7200ZKAXAR

19 Dec 2015

Samsung Support USA

Thanks! Could you provide us the picture of the band to better understand the problem? ^Bert

19 Dec 2015

Me

photo shows the band where the glue or design has failed on the end where it connects to the watch

19 Dec 2015

Samsung Support USA

We appreciate the picture. We're sorry to see that and for the delay. How long ago did you purchase your Gear, was it purchased October 2nd or just this December? ^Mary

19 Dec 2015

Samsung Support USA

Hi! We're checking to find out if you still need assistance. Please let us know. ^Mary

20 Dec 2015

Me

I appreciate the humor, Mary! yes, the watch band is still broken and in need of repair. sorry for the delay, I needed some sleep. As my first text noted, I bought the watch the first day it was available in the USA, October 2.

20 Dec 2015

Samsung Support USA

Thanks for the info. We're sorry for the inconvenience. Is there any noticeable physical or liquid damage on the device? ^Mac

20 Dec 2015

Me

No, the watch itself is fine. It is solely the band that has failed. I was walking across the room and noticed that the watch was on the carpeted floor, the band broken.

20 Dec 2015

Samsung Support USA

Apologies for the delay. We can send in the device for repair. Do you have the serial number of the device? ^Harry

20 Dec 2015

Me

Harry, let me make this easy for you. The watch is not broken. I've been able to put on the extra watch strap included with each Gear S2, but the replacement strap is a small and doesn't fit great. All you have to do is this: "Sorry, Mr. B, yours is not the first watch band to have broken. We are aware of the problem and we are sending you a new large watch band to replace your broken one. We are very grateful for the amazing number of Samsung products you own, and we want to retain you as a loyal customer. We apologize for this very long Twitter exchange to remedy such a simple issue. Thank you for your loyalty."

See how easy that was?

20 Dec 2015

Samsung Support USA

Apologies for the inconvenience. Just to set your expectations, any type of physical and liquid is not covered by warranty. To further assist you with this, you need to send the device into our service center for further evaluation. Please let us know if you would like to proceed. ^Manny

20 Dec 2015

Manny - the device is not broken, the watch band is. Liquids don't make watch bands fail, and my watch, even though you market it as water resistant, has never even been wet.

Have you read the full transcript of this conversation?

I'll happily send you the defective watch band for your inspection, just tell me where. I won't send you the watch, I'm still using it with a small band that doesn't fit real well.

This will make fun Reddit, Twitter and Facebook posts if Samsung continues to be so difficult to deal with.

20 Dec 2015

Samsung Support USA

We really understand that. This is just your expectations regarding our 1 year limited warranty that any defects or damage resulting from any excessive force, misuse, improper storage, neglect, or unusual physical damage is not covered by warranty. And repair payments will be made if our technicians found out that it's a physical damage. Let us know if you would like to proceed with the evaluation process, we're here to arrange the service order ticket for you by sending the watch and the broken strap together for further evaluation. We'll cover free shipping both in and out process via UPS

20 Dec 2015

Samsung Support USA

Hi! We're checking to find out if you're interested about sending in your phone for repair. Please let us know. ^Mary

21 Dec 2015

Me

Thanks ^Mary - I have emailed Samsung USA President Brian Pak a synopsis of my interactions and I expect to hear back from him as a result.