Samsung Ultra watch
I purchased a Samsung Galaxy Watch for approximately $800–$900, expecting the premium quality and customer service that comes with a flagship product. Unfortunately, before the watch was even one year old, the exercise selection button developed a defect and now has to be pressed extremely hard to function properly. To make sure the issue was reported while the watch was still under warranty, I contacted Samsung Customer Support three days before my warranty expired. Unfortunately, the experience was very disappointing. The representative didn't seem to listen to the issue I was describing and instead spent time troubleshooting something completely unrelated. Before anyone had even looked at the watch, I was also warned that I could be responsible for repair costs if Samsung decided the problem wasn't covered under warranty. As a customer reporting a defect before the warranty expired, that was not reassuring. I was then told I would receive an email with a prepaid shipping label so I could send the watch in for warranty service. That email never arrived, leaving me to follow up again on an issue I had already reported before the warranty expired. I've owned Samsung products for years and have generally had good experiences, which made this especially disappointing. When a customer buys a premium product that fails in less than a year, they should receive responsive, straightforward warranty service—not feel like they're being discouraged from making a legitimate warranty claim. I sincerely hope Samsung improves both its customer service training and its warranty process so future customers receive the level of support that should come with a premium product.