Samsung Galaxy Watch4 (Classic) Bricking After Latest Update(s)

[bmlzootown]

Just thought I'd post this here for some increased visibility.

 

After update GVI3, it appears that some Galaxy Watch4's have been bricking (and such has continued even with their latest update -- GVK4). General consensus is that the older the device, the more likely it is to brick [1][2].

 [5]

 [4]

 

I, unfortunately, was affected. My device updated the morning of the Nov. 10th, was fine when I left for work. Sometime during the middle of the day, I noticed that my phone had a notification that my watch had disconnected, but didn't think much of it at that point because I was busy. Went to flick my wrist to turn my watch screen on, check the time, make sure I had alarms set for deadlines that we have throughout the day, and I noticed it was off and wouldn't turn on. After a bit more research, I learnt that the latest update(s) had been bricking devices and was unable to revive the device once I got home [3].

 

After sending the watch in for repairs, I was informed that I was going to be charged $128.82 for the PBA to be replaced. I contacted support via phone this morning and they were unable to tell me anything other than I'd have to pay the fee, or they would ship me back my $400 brick.

 

 

Tried reaching out to support via Twitter just a few minutes ago and they responded with a request to DM them, but their final response was essentially the same. Only other option is to visit an in-person repair shop, but I can't currently do that as my watch is still at their repair facility (which it was shipped to prior to them requesting even *more* money to fix an issue they caused):

 

Granted, my device is out of warranty, but how is it that they justify charging for repairs like this where the issue was caused by their faulty update? I need some sort of watch for work (alarms, time, steps taken, etc.), and the added benefit of having access to phone notifications is nice given that I can't always whip my phone out. At this point, though, I'm absolutely disgusted that I've essentially spent over $400 USD on a device that, only one year later, is a paperweight.

 

  [5]

 

Sources:

https://www.androidpolice.com/new-samsung-galaxy-watch-4-update-out-might-brick-watch/ [1]

https://www.reddit.com/r/GalaxyWatch/comments/ysww4r/galaxy_watch_4_brick_info_database/ [2]

https://www.google.com/search?q=galaxy+watch4+brick+site%3Areddit.com&iflsig=AJiK0e8AAAAAY3aj43E3-ela-sgxEcKw-DbqTq9qLtuA [3]

https://doc.samsungmobile.com/sm-r880/dbt/doc.html [4]

https://doc.samsungmobile.com/sm-r890/dbt/doc.html [5]

 

 

 

 

[dizmo]

It doesn't look like you're being charged an additional $128, but merely $128 total. The PBA isn't covered by the standard repair fee. That's pretty standard. They simply reevaluated what it would cost once they actually figured out what was wrong.

 

You could try contacting a lawyer, but realistically it's not worth the time.

 

Try blasting them on Twitter. Companies hate public pressure. Or going in person to a Samsung store. Or write them a physical letter. Lots of avenues left.

 

Realistically, though, it's unfortunate that it happened to you, but sometimes in life you get the short straw. You could ban the company from your future business, and buy something else.

[bmlzootown]

My apologies, I meant an additional $128 on top of the total $400+ I spent only a year ago for the device itself, given that its lifespan has been very... short. I've corrected that in the above.

 

That said, as an update, Samsung just called me back in response to my BBB complaint and have offered a one-time free repair for the device. Since it was shipped out this morning (as per the cancellation of the $128 repair), they've opened a new ticket and have issued me a new shipping label so that I can send it back once it arrives.

 

I understand that life is often unfair, but the issue primarily seems to be older near-launch devices and it's just bad business to go, "oh well, you guys are just screwed". Those devices, given their age, are more than likely out of warranty as well now, so refusing repairs unless we all fork over even more money for something that is entirely Samsung's fault is a bad take no matter how you look at it. That's just bad business. 

[bmlzootown]

Update: 

 

I got an update 2 days ago saying that the repair was on hold due to part unavailability, and now I've received an email stating that my unrepaired device is being returned.

 

\

 

 

 

The ticket itself confirms that the repair has been returned.

 

 

 

I've sent a follow-up email to the customer service associate that prompted me to reship the device for said repairs post-BBB complaint. Hopefully answers will follow.

 

Does anyone know what "ENR REFUND" entails, exactly (second image, in place of "tracking")?

 

[Lurking]

A reputable company would just send you a new watch from a current batch that doesn't have the problem older watches seem to have. If they repair your old one, a future update may brick it again.

 

I think all updates have some disclaimer that it is at your risk. CYA. That is where reputable company is needed.

 

Best you can hope is they still offer free repair once they get more parts. I know phones are different. But after 4 Samsung phones I realized their hardware is great, but software sucks and updates can bring even more bug.

[Robstersgaming]

Same issue, waiting for samsung's response. Apparently this happened to ALOT of people, ltt should really cover this 

[bmlzootown]

Yet Another Update: After contacting the Extra Care representative who reached out after my BBB complaint, they've responded with the following:

 

They've finally offered to replace the device, thankfully, and I've accepted. Hopefully, once I update after receiving it, the new watch doesn't decide to brick as well. 

[bmlzootown]

Replacement watch has arrived. Had no band with it. Old watch hasn't been shipped back, which had my band. Now I have a working watch but cannot wear it. 

[Robstersgaming]

On 12/9/2022 at 11:19 PM, bmlzootown said:

Replacement watch has arrived. Had no band with it. Old watch hasn't been shipped back, which had my band. Now I have a working watch but cannot wear it. 

Glad to hear that. Now I'm worried that they won't return the band and charger for me lol(I read the instructions after I shipped it)

[bmlzootown]

9 hours ago, Robstersgaming said:

Glad to hear that. Now I'm worried that they won't return the band and charger for me lol(I read the instructions after I shipped it)

Unfortunately, the instructions that I received via email for the initial (cancelled) repair didn't mention removing the band:

 

It does say to remove accessories, but in no sane world is a watch band an accessory -- such is necessary for the device to properly function/be used. 

 

The instructions that I received with the box that they sent for the repair didn't mention removing the band either. If there were instructions to do so elsewhere, I didn't see it. Each communication about how to ship the product to them contained slightly different instructions. 

[AWF]

I was in the same boat - bricked Galaxy Watch 4 after update.  I called their 800 number, described the issue to a rep who, after talking to their supervisor, immediately offered a free out of warranty repair.   Shipped it in three days ago and today early on the status changed to waiting for part.  However, this afternoon I got a message that the repaired watch shipped UPS next day this afternoon.   

Same outcome for all of the above:

Solution:
REPLACED PBA

 

I'd recommend calling their 800 support line if you're in the U.S.; they seem to know what is happening to these watches now.

 

Good luck all and happy holidays!

Allen

[bmlzootown]

On 12/13/2022 at 9:10 AM, bmlzootown said:

Unfortunately, the instructions that I received via email for the initial (cancelled) repair didn't mention removing the band:

 

It does say to remove accessories, but in no sane world is a watch band an accessory -- such is necessary for the device to properly function/be used. 

 

The instructions that I received with the box that they sent for the repair didn't mention removing the band either. If there were instructions to do so elsewhere, I didn't see it. Each communication about how to ship the product to them contained slightly different instructions. 

Got an email earlier today in response about having no band and they've agreed to send me a new one. I did buy one of the elastic bands off of Amazon for use in the mean time, however. Works well, but it's just not the same as the original. 

[bmlzootown]

On 12/19/2022 at 6:08 PM, bmlzootown said:

Got an email earlier today in response about having no band and they've agreed to send me a new one. I did buy one of the elastic bands off of Amazon for use in the mean time, however. Works well, but it's just not the same as the original. 

Well, now it's turned into a $50 credit to buy a new band.