Faulty watch strap

[Turpin]

Fed up with my galaxy 6 watch strap keep detaching its self from the watch all you get from three is contact samsung

[sc1999]

Out of curiosity have you called Samsung? Oh, you have, and they said call 3?

[JohnD]

Hey @Turpin 

We appreciate the frustration.

The reason that we'd ask for you to contact Samsung, is that as the manufacturer of the Watch, they can run some testing and provide a report on what the case of the fault is. Generally speaking, when still within the warranty period they can often repair/replace at the same time. 

They offer a free uplift service via their website: Book Your Repair with an Authorised Service Centre | Samsung UK

If the issue isn't covered within warranty, they will be able to advise on why in the report that is generated. 

Thank you

John D

[garetc · Accepted solution]

How long have you had the watch @Turpin? 

Regardless of the manufacturers warranty Three are bound by the CRA 2015.

You purchased it from Three so they are liable, your contract is with them and not Samsung. Three should not be referring you or expecting you to contact Samsung if an item is defective.

Under the Consumer Rights Act 2015, the Retailer or Internet Seller is responsible for any faulty goods and must repair or replace the product. If they do not, then you have the right to take it further with Trading Standards. The manufacturer has no responsibility for faulty goods sold to the public.

I suggest you write in and make a formal complaint, if you do not get a favourable response check out Citizen's advice and/or make a complaint to trading standards with copies of the emails/letters back from Three.

https://www.citizensadvice.org.uk/about-us/our-work/citizens-advice-consumer-work/the-consumer-right...

[Turpin]

I bought the galaxy 6 watch 2 weeks ago

[garetc]

In that case they’re completely liable and shouldn’t be telling you to contact Samsung.

@JohnD surely someone in CS can help?