I have been using Galaxy Watches for 8 years. I recently traded mine in for the 7 Ultra. After 3 weeks, the provided wrist band detached and fell less than 2 feet to the floor and cracked. I have had these watches for years and they have proven extremely durable, yet this watch has a defective wristband and is cracked with a minor fall.
At first, I was just annoyed as I was told by Samsung the repair would be free. Now after they have had my watch for a week, they are holding it ransom for 200 dollars. This watch is clearly defective and if you are thinking about getting the Ultra, just keep your old watch. Or go with Garmin.
Do you have the imei number, try calling your carrier about this. So they make you unlink the watch before it gets repaired? If it was tied to your Google account i would change your password. so sorry to hear this.
The watch is not clearly defective. The watches are durable to a point. ANY "unbreakable" thing will break if it hits just the right spot (every object has a weak spot) on just the right surface - regardless of distance and force of impact. You just happened to be unlucky enough for that confluence of events to happen. That the watch strap detached, likely means that the pins were not properly set in place. They may have gotten loose with wear over the course of a year. It's good practice to check the fittings of your watch band when you take your watch off for charging (or when putting it back on). Especially with the Ultra, which I understand has easy release buttons that can get accidentally pressed. They are not holding your watch for ransom, that is the cost of the repair. A break from a drop will never be covered under warranty. If they did not repair the watch and you don't want it repaired, they will send it back and you can buy a new one (of another brand if you prefer). If you want the watch back and you want it repaired, pay them the $200. Yes, I understand you feel it's a defect because it cracked, but it's not, and there is absolutely no way to prove it is, so Samsung is denying warranty coverage. It's not even their fault that the band detached.
