Subtitle: Why I plan to get an LG Watch or an iWatch

I got my Samsung Gear Live watch (model R382) for my birthday in January 2015. I love it an wear and use it everyday.

Sadly, within four months (April 2015), the strap screw fell out of my Samsung Gear Live watch band clasp while dancing and then the watch flew off my arm. It was a miracle I didn't lose the device or that it didn't break. Then because the screws are missing I have been wearing the band taped shut, which looks terrible and still can easily fall off.

I want replacement screws or a replacement strap but Samsung customer service 1-800-726-7864 has been terrible. They insist I need to send the whole watch in which seems ridiculous for something that is intentionally a user swappable part. E.g. the straps have a quick release strap.

Not only that I spent 30 minutes on the phone with Samsung customer service only to be cold transferred to the closed Samsung "accessories" department line that said, "our business hours are M-F call back later, bye."

Honestly, I don't even want a new strap, I just want the damn screws. Unfortunately, no one I have talked to at Samsung customer service 1-800-726-7864 even seems to know what the watch is enough to even understand what I looking for. The first woman kept saying, "so you want to get the gears replaced on your watch" and I would have to correct her.

Personally, I think maybe Samsung sells just to many products that they can't even cover the basics of customer service like being able to send a replacement

I just made another attempt by contacting their Email customer support. Maybe this time it can get to someone who understands what the heck I am talking about. The email form also let me attach pictures.

Here is the email content.

I received a Samsung Gear live watch for my birthday in January 2015 and have been wearing it since then. In April, the 2 small screws on the metal part of the strap fell out and the watch fell off my wrist. The watch is undamaged but the with the screws missing on the clasp I can no longer attach the watch on my wrist without wearing tape around it. Having to wear tape around it makes your product look ridiculous.

I called customer service today to see about getting a replacement screws or a strap. I feel it should be covered under warranty as the screws should not have fallen out. The straps are also end user replaceable as they have a quick release button which means if you sent me a new strap, I could simply switch them out. I would then be happy to send the old strap with the missing screws back.

I was on the phone for 30 minutes with two representatives that seemed to have no idea about the watch as a product. The first woman kept repeating that I was trying to get the gears replaced on the watch. When I just wanted the screws replaced on the band. There aren't even gears in this digital watch! Its just called the gear live.

I was told I would need to send the entire watch in. That is totally unacceptable when I just need a replacement strap. Why should I have to be without the product just because it had a faulty strap.

To make matter worse, on the phone support, in the email support form and live chat on this customer server site you don't even have a Product type option for your watches which makes everything more confusing.

I own 5 Samsung phones, a Samsung TV, several Samsung tablets and the watch. It seems unbelievable to me that they can't just send me the replacement strap without the inconvenience of having to be without the watch. I am starting to question if maybe I should look into switching to an iphone and an iWatch.

The amount of time being wasted on my part and on your companies part has far exceeded the cost of replacement band. Having me ship it in so you can sent it back with a new band is even more economically unsound.

Please send me a replacement strap ASAP.

And here is Samsung's response.

Dear Paul,

Thank you for taking the time to contact us at Samsung Technical Support.

After reviewing your Email, we understand that your Gear Live watch strap screws are lost. We can understand how inconvenient that could be for you. I will provide you the required information.

As the device screws are not user replaceable parts and are not sold online, you need to send the device to the repair center to fix it by our Service technician. I request you to send the device to the Samsung service center to get it replaced.

Any third party repair on the device will void the warranty of the device. We apologize for any inconvenience this may have caused. We would have definitely helped you if there is any alternate option available. I hope you understand.

You may opt any of below provided options:

1. Check possible options by contacting carrier/place of purchase.
2. If the device has insurance, contact the insurance provider to check possible options available.
3. You may contact our chat support team (Link: )
4. You may also file the service request yourself by filling in the details in below provided link

Link:

The TAT (Turn-around-Time) for the service is 2- business days for shipping + 5 to 7 business days for Service and two business days for shipping out. You may check with your service provider to see if they can provide you with a loaner phone before you file a Service ticket through us.

We once again sincerely apologize for the inconvenience.

Should you desire additional assistance, we invite you to access the web-link to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.

For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at .

Thank you for choosing Samsung products.

If you have a minute, please fill out a brief survey to help us serve you better. To begin the survey, click on the “Start Survey Here” link at the bottom of this email. Please note that you can access the survey page only when the pop-up blocker is disabled in the browser.

Sincerely,

Pascal

::READ PDF::

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