Samsung Gear Live woes - shoddy charging mechanism and cumbersome support?

Samsung Gear Live woes - shoddy charging mechanism and cumbersome support?
Although Android Wear smart-watches got the tech community reasonably excited, their arrival upon the technological landscape has been anything but problem-free. We mostly got over the lukewarm feelings instilled in us by the blocky designs of LG and Samsung's wearables, and we accepted that the Moto 360 still doesn't have a release date. We're also ok with Google mostly closing off Android Wear's customization and modding options for now. But the latest reports of users' gripes with Samsung's Gear Live build quality and customer support is a tad harder to swallow. While we're waiting for an official statement by Samsung Mobile on the matter, here are the facts:

At least three Google I/O goers have had their Gear Lives' charging mechanisms break off, rendering the device unable to charge by standard means. "This morning I removed the charging cradle from my watch and removed a chunk of watch at the same time, so now the cradle no-longer clips to the watch. This means that to charge the watch I need to strap the two things together and usb debugging is now completely impossible (you can't use the watch with a strap across it's face)." - wrote Rory Glynn in a Google+ post. 

"The mechanism to hold the power supply in place broke after only 4 loading cycles. Even if i did see this coming, I expected it would last some month instead of days." - said Markus Plänitz. 

"It doesn't hold anymore and I can't charge it!" - complained Hasan Hosgel. 

All three took photos, accessible in the gallery below.

Moreover, Glynn couldn't get in touch with Samsung's customer support system and had to get Google to phone him in. Even then, all the Samsung operator could do was to arrange a call in the next 48 hours, with instructions on where to send the watch for repair - at cost, no less. Mind you, said instructions couldn't be emailed or texted.

Hopefully, Samsung will take measures to improve the situation.


via Android Police

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27 Comments

1. ArtSim98

Posts: 3535; Member since: Dec 21, 2012

Moto 360.

12. Shatter

Posts: 2036; Member since: May 29, 2013

Moto 360 uses a leather wrist band, no thank you.

14. buccob

Posts: 2968; Member since: Jun 19, 2012

leather, rubber and stainless steel options... and it is standard

13. sgodsell

Posts: 7365; Member since: Mar 16, 2013

Moto 360 is suppose to have wireless charging. I am still waiting for my Gear Live to arrive. I hope this doesn't happen to mine. I will most likely get the 360 as well when it is available.

2. mistercarter

Posts: 360; Member since: Sep 01, 2011

Samsung at its finest!

22. TheGenius

Posts: 339; Member since: Mar 06, 2014

Number one smartwatch seller in the world is having 3 complaints on its desk? It aint a big deal. It happens and will be fixed.

3. VJo003

Posts: 365; Member since: Mar 11, 2012

Yuck!!

4. Duketytz

Posts: 534; Member since: Nov 28, 2013

I think with metal it will be more durable right? *winks at plastic lovers*

6. xfire99

Posts: 1205; Member since: Mar 14, 2012

U need to read more about how electrics works with metals. More durable? LOL

9. Duketytz

Posts: 534; Member since: Nov 28, 2013

I guess I need to educate my 3 year old mind on how electricity works with metal then. Maybe there might be something called insulated metal which I am not aware of. Time to read some books.

11. tech2

Posts: 3487; Member since: Oct 26, 2012

Ouch +1

18. xfire99

Posts: 1205; Member since: Mar 14, 2012

Then go and educate u 3 years old son. Let him hold a charging station in metal while plugged in and spill water on it. See how the insulated metal works. Remember to video record it and upload to youtube. So all can see how u educate yours 3 years old son how insulated metal material works.

21. haseebzahid

Posts: 1853; Member since: Feb 22, 2012

oh! God you dont know that water is conductor, even if metal is or not. now where is that guy Benjamin Franklin perhaps you need to do his first experement to get you kickstarted -___-

5. ihavenoname

Posts: 1693; Member since: Aug 18, 2013

"The mechanism to hold the power supply in place broke after only 4 loading cycles." That's really bad, really really bad.

7. iLegend

Posts: 41; Member since: Jun 05, 2013

instead of bashing Apple iphone users as wall huggers, look at your own products first Samsung...Seriously..!!

23. TheGenius

Posts: 339; Member since: Mar 06, 2014

Samsung is no 1 wearable manufacturer and here we have only 3 complaints. Stop making a big deal about it -.-

8. bayhuy

Posts: 320; Member since: Jun 23, 2011

You're charging it wrong!

24. TheGenius

Posts: 339; Member since: Mar 06, 2014

Oh boy.. run for your life.! Apple gonna sue you.!

10. promise7

Posts: 894; Member since: Jul 03, 2013

Should've went magnetic like LG.

15. aries.phills

Posts: 161; Member since: May 17, 2011

Samsung Customer care Unit is seriously Lagging in service delivery like a group of old agama lizards. I love their products but their customer care terrifies me.

16. aries.phills

Posts: 161; Member since: May 17, 2011

Reference to their Customer Care in Nigeria.

17. Ninetysix

Posts: 2964; Member since: Oct 08, 2012

Fake article. Samsung spends billions in R&D so their products are always perfect. Their customer service is also top notch. /s

19. joey_sfb

Posts: 6794; Member since: Mar 29, 2012

I don't have a problem with the Gear 1 charging cradle and no problem with the local Samsung support centre as well. However, I do seeing a few demanding customer while I was there and Samsung customer service was reasonable professional. I just giving my personal experience as one of their actual user. Just bought a XiaoMi Redmi Note. Can't wait to try it out. Its very cheap... Hope its good.

20. alumoyo

Posts: 391; Member since: Aug 26, 2013

Seems like a case of rushed product. They just modified the existing Gear and put it in production so that LG wouldn't have too much of a head start.

25. cheetah2k

Posts: 2256; Member since: Jan 16, 2011

Looks like its been forced or purposely damaged. My wife and I had the Galaxy Gear and Gear Fit which have done several hundred charge cycles already and no issues like that at all. Not even any sign of wear.

26. Ssmscrewed

Posts: 1; Member since: Nov 04, 2014

The charging cradle is a nightmare to use, it is easy to lose and god help you if you break the little plastic tab off that holds it to the phone as I did. A tiny plastic tab holds the charger to the phone. When it breaks the charger will not work. Samsung wants you to send the phone and charger to them for service and wait until they are good and ready to send it back. Their agreement with Best Buy does not allow best buy to provide warranty service so Worst Buy earns its nickname once again. They know the charging cradle is a five cent piece of plastic crap. Why not just send one to people who call? I do not recommend that anyone buy this phone until Samsung comes up with a better cradle and a better approach to customer service.

27. keithshook

Posts: 1; Member since: Dec 19, 2014

here is my convo with samsung on this subject! Chat InformationPlease wait for a Samsung Agent to respond. Chat InformationYou are now chatting with 'Millie'. There will be a brief survey at the end of our chat to share feedback on my performance today. Chat InformationYour Issue ID for this chat is LTK1125602650529X Millie: Hi, thank you for contacting Samsung Technical Support. How may I help you today? keith shook: My Gear live watch chargr broke! cannot affix it anymore plastic garbage tab broke off. Cannot find it listed in support anywhere Millie: I am sorry to know that Gear watch charger is broken. Millie: I will help you with the required information. keith shook: ok Millie: May I know the model number of the Gear? keith shook: its the live I cannot read the small print on the back to save my life is the google wear one Millie: Okay. keith shook: my son says is Model sm-3382 SN is r3af600q0SD Millie: Okay. Millie: The model number of the device is SM-R3820ZKPXAR.\ Millie: May I ask you a few questions to assist you better? keith shook: sure Millie: Is there any physical/liquid damage on the device? Millie: Is there any physical/liquid damage on the charger? keith shook: no its the crappy plastic charger keith shook: google galaxy live charger tab broken keith shook: Link to this article that I cannot post keith shook: mine same thing keith shook: watch is ok mines broken on the charger piece Millie: Okay. Millie: Thanks for the details. Millie: I would like to inform you that, the broken charger will not cover the warranty. keith shook: what keith shook: is not even 3 months old yet keith shook: and is now useless Millie: I would like to inform you that Samsung provides 12 months of warranty for the devices from the date of purchase. However, the warranty will not be covered for the devices having the physical/liquid damage. keith shook: is poor design Millie: As the charger is broken it will comes under Physical damage. keith shook: if that is the case you wont have to worry about me ever buying another samsung produt ever keith shook: POOR DESIGN!! read the damn link I sent you keith shook: CRAP PRODUDCT keith shook: cheap small plastic rtab Millie: I certainly understand your concern. Millie: According to the Samsung policy physical/liquid damage are not covered under warranty. keith shook: and I swear I will trash everything samsung I have and flame samsung everywhere and copy this chat onto every blog I can find Millie: Iam sorry, I would have surely helped, if I had any further options to resolve the issue from my end. keith shook: toptal BS keith shook: be sure to goolg e this chat as Its going everywhere keith shook: read the f**king link I sent you!!!!! keith shook: ther are MANY more!! and this chat will be added to everyone of them Im switching to LG! keith shook: bulind a piece of crap sell it for 300 bucks and then refuse warranty for bad design

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