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Gear Live Charging cradle broke watch

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Jonnibravo

Senior Member
Aug 9, 2009
406
89
Bradford
After being ultra careful with the charging cradle because of the problems reported prior to release of the cradle snapping the back of the watch it would appear the cradle has snapped the plastic off just where the mic is.

Have contacted Google to request a full refund as I have no confidence this issue will be resolved, please bear in mind how easy it is to damage the watch with the cradle charger and take great care.

I will keep you informed of the progress with google, and I intend to wait for the MOTO360.
 

ethanjim

New member
Jun 17, 2010
4
3
I had the same issue a few days ago with the charging cradle chipping away plastic on the opposite side from the power button. I've just received a replacement though I'm concerned that this will happen again with regular use.

I'm very tempted to file down the plastic clips on the charger a little bit so it's not as tight on the watch frame and easier to remove. I don't understand how when they test the screens and buttons of devices thousands of times that this wasn't something brought up in development.
 

Mr Ian B

Senior Member
Aug 3, 2010
1,482
219
Should have been a magnet charge like in the LG G watch. Nice going Samsung.

Ian B
 

AstroDigital

Senior Member
Aug 10, 2010
1,078
152
I heard of people breaking the watch with the charger even before I purchased the Gear Live.
Me I Try to be very careful but I do not go out of may way inspecting the mounting holes, if they ever broke I am not sure I even notice.

I keep looking on eBay hopefully a "better" replacement charging adapter.

Other than this issue and the fact that the battery life sucks I have no problems with my Gear Live.
 

Crsdr37

Senior Member
Aug 3, 2010
1,866
335
Concord
I heard of people breaking the watch with the charger even before I purchased the Gear Live.
Me I Try to be very careful but I do not go out of may way inspecting the mounting holes, if they ever broke I am not sure I even notice.

I keep looking on eBay hopefully a "better" replacement charging adapter.

Other than this issue and the fact that the battery life sucks I have no problems with my Gear Live.

How much time are you seeing on your watch I have mine on for about 17 hours medium usage and still 45-50%

Sent from my SM-G900V using XDA Premium HD app
 

shikem

Member
Apr 19, 2010
19
1
houston
After being ultra careful with the charging cradle because of the problems reported prior to release of the cradle snapping the back of the watch it would appear the cradle has snapped the plastic off just where the mic is.

Have contacted Google to request a full refund as I have no confidence this issue will be resolved, please bear in mind how easy it is to damage the watch with the cradle charger and take great care.

I will keep you informed of the progress with google, and I intend to wait for the MOTO360.

Mine broke a couple of days ago as well. Waiting for the replacement now.
After explains that my watch was physically broken, the Google support person asked me if I had tried trouble shooting. WTF
I have to say I am disappointed in Samsung right now.
 

kaka1

Member
Mar 26, 2008
44
5
Washington
Mine broke a couple of days ago as well. Waiting for the replacement now.
After explains that my watch was physically broken, the Google support person asked me if I had tried trouble shooting. WTF
I have to say I am disappointed in Samsung right now.


I got following reply for my email to Samsung about extra charging kit.

---------------------------------

Dear _________,

Thank you for contacting Samsung Direct.

I understand that you are wanting to purchase an extra charger, for the Gear Live watch, and you are wanting to know where you should buy it and how much it will cost.

I would love to assist with this inquiry, but unfortunately, Samsung has not started selling accessories, for this product. It will take between 2-4 weeks, before Samsung starts offering accessories, for this product.

I apologize for any inconvenience.

If for any reason the information we provided did not resolve your issue, we have various contact channels that are available to assist in resolving your concern.
For Immediate assistance with a live agent,
you can chat with us
here

Samsung’s Social Media Team is available to assist with providing up-to-date information or answering
questions 9AM to 10PM EST (Mon – Fri).
Visit us on Facebook
Visit us on Twitter
For support by phone, you can reach us at 1-800-SAMSUNG

Thank you for being aSamsung Customer!
Samsung Online Support

Kind regards,

Keina
SEA eCommerce
Email Support Team
SAMSUNG Customer Support Center
Our Customer Support Team loves feedback! Share your thoughts on this response by completing the survey at the bottom of this page.
 

Jonnibravo

Senior Member
Aug 9, 2009
406
89
Bradford
Just a quick update for you on the Gear Live, I pointed out the sales and goods act UK 1979 and they immediately agreed to refund my money going to wait for the MOTO360 and buy a second hand LG G watch online.

Enjoy your watch guys hope this does not happen to you!!!
 

nicogri

Senior Member
May 23, 2008
244
59
Compiegne
My charger just broke minutes ago...

Same plastic pin as the others (opposite of power button)

I bought mine a month ago and was using charger once a day very very carefully after seeing pictures of cracked watch.

So I don't really understand. Plastic must be really really weak to break like that.

I am going to call Google but I am afraid that a replacement dont hold longer :crying::crying::crying:
 

nicogri

Senior Member
May 23, 2008
244
59
Compiegne
So... I am not quite happy.

I called Google and like most big companies for France I ended up in a hotline in Morocco or Tunisia...

The person over the phone didn't heard me well (I didn't either) due to a bad SIP connexion I think (noise, small cut...)

And also she didn't understand me well... I wonder if she ever sees a gear live once... (might help)

First she told me to contact samsung because it was not Google product but I told her I bought it from play store so she put me on hold to get informations.

She asks me if I ever misused it... and then she told me that they were going to replace the entire package including THE WATCH.

I told her it was stupid because the watch has no problems at all and I love it and I have installed plenty of apps and most of all I have put a screen protector on it... and the only problem is that stupid piece of plastic design by a sick ingenier that must cost 1$ to build.

She put me on hold again and she confirm to me they have to replace the watch !

So be it.

Here is the mail that I receive from Google... I had to reenter my credit card number, hope they don't charge me by mistake (in French sorru guys) :

Objet : RE: [********************] Phone Call Follow-up

Bonjour Nicolas,
Suite à notre conversation par téléphone, je vous laisse la procédure de garantie a suivre, je vous prie de bien la lire.
Cliquez sur le lien ci-dessous pour commander votre article de remplacement sans aucuns frais.

Si vous ne disposez pas d'un compte Google Wallet, vous êtes invité à vous inscrire. L'article de remplacement et la livraison ne vous sont pas facturés, mais une demande d'autorisation de prélèvement d'un montant équivalent au prix de vente total de l'article et aux frais de port peut être effectuée sur votre carte de paiement. Le numéro de suivi de votre retour figure sur le bordereau d'envoi ci-joint. Utilisez ce numéro une fois votre colis expédié pour savoir s'il est arrivé dans notre entrepôt. Une fois votre article reçu, la demande d'autorisation de prélèvement disparaît sous 14 jours ouvrés.

Veuillez suivre les instructions ci-dessous pour commander votre nouvel article et nous retourner l'ancien :

Étape 1 : commandez votre article de remplacement [Time-Sensitive]
Veuillez cliquer sur le lien ci-dessous dans les 24 heures suivant la réception de cet e-mail pour commander votre article de remplacement :
https://checkout.google.com/inapp/frontend/app/buy?jwt*********

À propos de la commande de votre article de remplacement :
• Le lien ci-dessus n'est valable que pendant 24 heures.
• Sélectionnez votre mode de livraison gratuit préféré.
• Vous recevrez bientôt un e-mail avec un numéro de suivi pour la commande de votre appareil de remplacement.
• Assurez-vous d'être connecté avec le même compte de messagerie électronique que celui utilisé lors de l'achat de l'article d'origine. Si vous ne disposez pas d'un compte Google Wallet, vous êtes invité à vous inscrire.
• Vous devez commander l'article de remplacement depuis un ordinateur. La procédure de commande ne fonctionne pas sur les téléphones mobiles ni sur les tablettes.

Étape 2 : emballez l'article que vous retournez
• Imprimez le formulaire d'autorisation de retour de marchandise (ARM) et le bordereau d'envoi prépayé ci-joints.
• Placez tous les éléments d'emballage et les accessoires de l'article d'origine dans un colis, accompagnés du formulaire ARM imprimé.
o Assurez-vous de rétablir la configuration d'usine de votre appareil afin de préserver votre vie privée, et conservez la carte SIM, le cas échéant. Toute carte SIM renvoyée avec l'appareil est détruite.
Pour consulter des instructions indiquant comment rétablir la configuration d'usine de Chromecast cliquez ici.
o Vous pouvez réutiliser le colis dans lequel vous avez reçu l'article d'origine ou de remplacement. Vérifiez que tous les éléments sont bien calés. Retirez ou recouvrez tout ancien bordereau d'envoi qui se trouverait sur le colis.
• Fermez le colis, puis collez le bordereau à l'extérieur.

Étape 3 : expédiez l'article que vous retournez
Déposez le colis dans une agence UPS ou auprès d'un point de dépôt agréé par UPS situé à proximité. Rendez-vous sur UPS pour rechercher un point de dépôt de colis à proximité.
Remarques importantes :
• Veuillez retourner votre article en utilisant le formulaire ARM joint dans les sept jours suivant la réception de l'article de remplacement.
• Dès que nous aurons reçu votre article et que le personnel de notre entrepôt l'aura examiné, la demande d'autorisation de prélèvement sur votre carte de paiement sera supprimée, le cas échéant.
• Votre article et tous ses accessoires doivent nous être retournés comme neufs.
• Vous devez prendre les mesures de précaution raisonnablement nécessaires lorsque vous nous retournez l'article.
• Des frais peuvent s'appliquer en cas d'éléments endommagés ou manquants.
• Le cas échéant, nous nous réservons le droit de réduire la valeur des éléments retournés en y soustrayant l'avoir promotionnel.

BIEN COMPRENDRE LES CONDITIONS DE LA GARANTIE
Des frais supplémentaires pouvant atteindre la totalité du prix de votre article peuvent vous être facturés si notre centre de maintenance détermine que le problème de l'appareil retourné n'est pas couvert par la garantie. Avant de commander votre appareil de remplacement et d'envoyer votre article pour que nous l'examinions, référez-vous à la carte de garantie fournie dans l'emballage ou au site Web du fabricant pour en savoir plus sur la garantie limitée.
Pour toute question, n'hésitez pas à répondre directement à cet e-mail, je serai ravie de vous venir en aide.

Cordialement,

Wissal

L’équipe Google.
 
Last edited:

nicogri

Senior Member
May 23, 2008
244
59
Compiegne
Received the new watch.

Reinit the old one. Paired the new one and did system update... It was a pain in the *** because version on watch was pretty unusable before update. I had to reboot phone and watch quite times to get the pairing to work.

Now I sent back my watch by UPS to Google... so operation is over for now until cradle broke again.
 

zlee67

Member
Jul 27, 2009
29
2
New York
After being very careful removing the charging cradle the latch on the phone chipped and now the charging cradle wont click in. Is this covered under warranty?
 

nicogri

Senior Member
May 23, 2008
244
59
Compiegne
Probably...

Mine got cradle broked but no problem for warrantly...

Anyway welcome to the club :(:(:(:(

Call google they send you an other one.

Still no news from samsung to buy spare or event better newly designed cradles like this one

EE-DV700B_4_600.jpg
 

lozzd

Senior Member
Mar 14, 2006
128
1
NYC
laur.ie
Mine just broke too, weeks and after seeing the reports on Android Police etc was being super careful. Screw Samsung's build quality. Google Play said they'd replace the device, but I'm going to push for a refund given the Moto 360 and another LG watch are due next week. I also had the silver finish on the watch strap starting to come away.

Shame really because Android Wear is awesome.
 

zlee67

Member
Jul 27, 2009
29
2
New York
Contacted Google and they said it is covered under the warranty so getting a replacement. Had to use a rubber band to keep the charging cradle on! haha Hopefully, I will have better luck with this one. They need to find a better way to charge, like wireless or magnet, because the latch is horrible!
 

lozzd

Senior Member
Mar 14, 2006
128
1
NYC
laur.ie
Yeah my replacement is arriving tomorrow, so at least Google seems to be on top of replacements. The guy did ask a few times if I broke it myself or accidentally. Err, no.

I might just sell the replacement without opening it. I don't know why I trusted Samsung. Go watchless for a few weeks and see what next week brings.
 

zlee67

Member
Jul 27, 2009
29
2
New York
Yeah my replacement is arriving tomorrow, so at least Google seems to be on top of replacements. The guy did ask a few times if I broke it myself or accidentally. Err, no.

I might just sell the replacement without opening it. I don't know why I trusted Samsung. Go watchless for a few weeks and see what next week brings.

Got my replacement. Kind of surprised this was covered under warranty, thought I would have to argue about it with google. Hopefully, this will last longer!
 

nicogri

Senior Member
May 23, 2008
244
59
Compiegne
I think Google is really aware (off the book) of this problem.

I am sure that in next weeks to month numbers of replacement is gonna blow but without precise official numbers they are going to Keep it very quiet because they don't want a craddlgate.
 

lozzd

Senior Member
Mar 14, 2006
128
1
NYC
laur.ie
Mine arrived yesterday, super fast response from Google.

I really missed Android Wear for the last couple of days so I *really* want to open it up and get back to it.. but I also *really* want to sell it full price boxed and get the LG R watch instead.. it looks so nice.. but.. that means waiting...
 

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    So my dispute is not progressing particularly well.

    I received an email back today saying one of their 'specialists' has said under the terms and conditions, they are unable to offer a refund, just a replacement.
    I have now responded quoting the sale of goods act, and about a product being fit for purpose. Which in my opinion, the charger is not.

    Failing that, I am not sure if I should go down the 'Credit Card Chargeback' route, as it is within the 120 day time frame that my card provider covers.

    Has anyone else in the UK (apart from @Jonnibravo) successfully had a refund?

    Try this response, I received a immediate response and Google sent out a courier label to return the device and full refund, postage as well which I was not expecting.

    May I take this opportunity to thank you for the offer of a replacement device but I am afraid I cannot accept your offer.

    I refer you to the sales of goods act (1979)which states if something is not of satisfactory quality, you have a statutory right under the sales of goods act, to a refund, have it replaced or repaired for free (Which, 2014). Moreover Which (2014) points out the sales of goods act (1979) states in the first six months if a product is of poor quality the onus is on the seller to prove the product was of satisfactory quality when the buyer received it. Despite the fact the watch was in a good condition when received does not prove that the design and quality of the product was not flawed and over time it would fail.

    I challenge you given the evidence provided to demonstrate that the watch you supplied was of good quality when it was received.

    There are two areas that cover my statutory rights here;

    1.The item is not fit for purpose. This part of the sales and goods act states “goods must be as described, of satisfactory quality and fit for purpose.”, fit for purpose means fit for everyday use. Because the charger damages the watch it is not fit for purpose or everyday use. Below is a number of reports and forums that highlight the issue others have had with the device you supplied to me;


    http://www.sammobile.com/2014/07/07...-mechanism-reportedly-getting-damaged-easily/

    http://forum.xda-developers.com/gear-live/general/gear-live-charging-cradle-broke-watch-t2833143

    http://www.phonearena.com/news/Sams...ging-mechanism-and-cumbersome-support_id57951

    http://bgr.com/2014/07/08/samsung-gear-live-charger-issues/

    http://www.androidpolice.com/2014/0...r-lives-horrible-charging-mechanism-breaking/



    2. Under the sale of goods act; the goods must be as described and, of satisfactory quality. Because the item broke in less than a month this demonstrates the item is not of satisfactory quality.

    1.


    I am happy to receive a full refund for the product upon its return to your refunds department unless yourself and Samsung find an alternative method of charging the device in which case I would be happy to accept a new device.

    Should you need to contact me do not hesitate too on the email address or telephone number given below.

    Kind Regards,


    The National Archives (1979) Sales of Goods Act [online] Available at: http://www.legislation.gov.uk/ukpga/1979/54

    Which (2014) What do I do if I have a faulty product? [online] Available at: http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

    Make sure you make them aware that you will take the matter further if it is not resolved to your satisfaction. If you can find more evidence since posted this include it in the letter. Make sure they are aware that the law is on your side in this matter, it would cost them more to challenge you, don't give up this is what they are counting on.

    If you need anymore help visit the consumer forums website and post on the relevant forum.

    P.S Put BSc at the end of your name, I have just completed a degree in nursing but I think it helped.
    2
    I had mine break and I've found that this is a simple enough solution to charging my watch. I was using a rubber band for the longest time till I realized I really didn't need anything extra at all.
    qPVf4y0v79K67i5vZFLELfKYX1Xvo-4C9l27NHrdP41T=s700-no
    1
    I heard back from 'the escalation team' today.

    They have now agreed to refund my money, they did offer a replacement again, or refund. I asked for the refund on the grounds that there had been no improvement to the design, and would be facing the same problem in a few months.
    Once the watch is received back at Google, they will process the refund.

    P.S

    Click the thanks button please minty

    Not sure what to go for next, maybe the Moto 360 (with wireless charging!!!) or wait for Wear 2.0 devices?

    Thank you @Jonnibravo for the info you provided, I am sure it helped make the issue a little clearer for them ;)

    Glad to hear you got your refund, if wait for the new offerings some of the smart watches that are due to come out look pretty cool. Maybe wait for Christmas and see what comes out if you can't wait I'd say the moto is the best out there at the moment if you can cope with the poor battery life.

    Take care