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What is happening with 3G?
N

New Member

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3 Messages

Wed, May 26, 2021 4:27 PM

No ATT Help at All- Galaxy Watch 3 Number Sync

My wife and I purchased two Galaxy Watch 3 LTEs to go with our two Galaxy Note 10 phones. The watches worked great for three weeks, and then an update was pushed down. Number Sync absolutely will not work on either watch.  After working over three months many times with the local ATT store, ATT technical support, advanced ATT technical support, and ATT loyalty they refuse to do anything about it and blame Samsung. I have worked extensively with Samsung to no avail which blames ATT. Both ATT and Samsung say both these watches are  "Black Flag" events and they cannot be fixed. They refuse to compensate within warranty for two very expensive faulty devices, and claim although it is a known issue it does not impact enough people to do anything about it. Out of frustration we have converted to Apple phones and plan, barring ATT or Samsung stepping up, to sell the watches unlocked at a loss. Does anyone have any experience or suggestions to help with having warranty step up to return these devices? Thank you. 

Jell_Lee

New Member

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35 Messages

6 m ago

Is the Watch3 from ATT as well?

You can try to submit an error report using Samsung Members app, try to connect to your phone, try to sync, and when it fails report the issue to the app. Hopefully Samsung will be able to find what the cause is. Make sure to put AS MUCH detail about the hardware/software version of the watch.

(edited)

ATTHelp

Community Support

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176.5K Messages

6 m ago

 Hello @NHTex we can definitely understand how frustrating it can be to deal with defective devices and we want to work with you to identify a solution. 

 

We will need to know the following details: 

  • How long you've had the defected devices?
  • Did Samsung provide a justifiable reason to why your claims were denied? 
  • Have you tried using the watches through Bluetooth to use for your Apple devices? If not, please try following these few steps: 
    1. Download the Samsung Galaxy Watch Gear app from iTunes onto your iPhone.
    2. Sign into the app by email or phone number. Create an ID if you don't have one.
    3. Turn the Galaxy Watch on. The app should recognize the Watch and prompt you for a connection.
    4. The app will prompt you for permissions. Click on Allow.
    5. Grant permissions on both devices and let the app pair with the Watch. This could take a few minutes.

 

Please be advised for all purchases 15 days or more, you will need to go through Samsung directly for warranty claims and you may also reach them directly by calling 1-800-726-7864.

 

We hope this information helps, and were here to further assist you if needed.

 

Ashlyn, AT&T Community Specialist

 

New Member

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3 Messages

6 m ago

Ashlyn I have been working with ATT and Samsung for three months on this issue. Both watches we have are black flagged and unrepairable. The issues started about three weeks after purchase, conveniently, for ATT and Samsung. This put it about a week after the return date and coincided with an update pushed down from ATT. Number Sync worked until then. We have patiently worked with ATT and Samsung every step of the way, and am told this is a known issue, but not enough people have the problem (or are aware of it yet), for ATT to do anything about it. I have tried all your fixes with advanced support from ATT and Samsung many times over to no avail. This is really a travesty, and before I escalate this known issue to bring awareness to it, I am hoping you can help with Warranty for a refund of the two watches. My plan is to turn right around and give ATT additional money for purchase of two Apple Watches as after a long relationship this has taught me to stay away from Samsung hardware at all costs. Thanks for your help in advance. 

New Member

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7 Messages

6 m ago

Is the Watch3 also from ATT?

You can try to file an error report using the Samsung Members app by connecting to your phone, attempting to sync, then reporting the issue if it fails. Samsung should be able to figure out what's causing the problem. Make sure to include as much information as possible regarding the watch's hardware and software.

ATTHelp

Community Support

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176.5K Messages

6 m ago

Hey there, @NHTex!

 

We want to advise that customers should contact the manufacturer for all watches and wearables. 

  • 1-year: limited manufacturer warranty.
  • 0-14 days: The customer returns the device to the point of sale.
  • 15 days or more: Contact Samsung for warranty claims.

Warranty exchanges are for replacing devices only. Also, though device unlock is required for AT&T-branded mobile phones, tablets (non-Apple), and personal hotspots, among those devices not locked to the AT&T network are wearables, including Apple Watches and Samsung Gear Watches.

 

We hope this info helps!

 

Lar, AT&T Community Specialist

(edited)

New Member

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3 Messages

6 m ago

Thanks. This was no help. The most frustrating thing is that the error was caused by ATT 15 days after we bought it with a pushed down update. That is when the device was ruined, of which there was no recourse on our end for a thousand dollars worth of ATT/Samsung Devices. For anyone reading this I would advise you to run, not walk, from ATT and any Samsung device. Even though they legally according to their published "Return" policy, they still refuse to do what is right, as any regular business would do. Completely disappointed. The blame game between the two was mind-boggling. And, to be told repeatedly told by both ATT and Samsung, that this is a known problem (number sync not working and Black Flagged), but not enough people impacted to do anything about it is so wrong. It is a shame more people are not aware of this problem and it is swept under the rug. Just wrong. 

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