Samsung Smart watch 4g battery

[djslapper]

Hi,

Had a smart watch through EE since December so nearly 7 months and the battery life is now so bad I have to charge it daily. As its still under warranty, will I have to sort this with EE who I got it from or Samsung!?

[Chris_B]

@djslapper  You can go to EE but you can also go to Samsung, going directly to Samsung will probably be quicker.  Samsung offer the warranty on the watch and EE will only send the watch to Samsung anyway if you send it to EE. 

[mikeliuk]

Hi @djslapper ,

I recommend that you additionally review professional advice which is available online on the matter at the links below.

Part of the price you have paid includes professional resolution of issues that are expected to develop for a small percentage of consumers and you should not give up your entitlement to that customer service lightly.

It can save you hours of your day for your issue to be resolved professionally by the retailer instead your amateur attempt at negotiating the intricacies of the RMA process which may change from time to time. One incorrect phrasing of a request on your part could result in months of delays if you end up in the wrong return process instead of the correct one for your circumstances.

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

https://www.which.co.uk/consumer-rights/shopping/faulty-goods

If any part of a purchase over GBP 100 is made on a credit card, you may additionally have a claim against the credit card company if the retailer does not resolve the issue for you: https://www.moneysupermarket.com/credit-cards/guide-to-credit-card-protection/ (Not applicable here but good to remember when picking between credit or debit card for larger purchases.)

EE's advice is to take it in for diagnostics and they will provide instructions on accessing the manufacturer's warranty: https://ee.co.uk/help/help-new/managing-and-using-my-account/warranty-and-insurance/i-have-a-problem...

Good luck!

[Chris_B]

@mikeliuk   What ?   The battery is covered by warranty as it’s only 7 months old.   claim via the warranty. 

  There is no part of the purchase over £100.  It’s a Samsung watch from EE so less than £50. 

[djslapper]

Just a quick update - I rang EE about my watch and they arranged for my watch to be collected via DPD the next day, it was received by the repair centre the following day and I have just received an email to say they have found the fault and repaired it and its on its way back to me via DPD tomorrow so really pleased with EE taking just 2 days to get my watch fixed etc and obviously no cost as it was still under warranty 😄 

[mikeliuk]

Great to hear you've received an appropriate level of service at this stage of the process.

I would recommend staying a little guarded as sometimes technicians believe they have found and fixed a fault when another issue remains and a problem persists. At the first sign of a recurrence, it should be returned and a replacement requested (if something cannot be repaired after a return or two, it can probably never be repaired and only replaced).

If at any point you lose faith in the retailer, it may then be worth going directly to the manufacturer while you still have time on the warranty clock.

Fingers crossed that the fix sticks and that the device is functional for an appropriate number of years for you according to your expectations. 🤓