Lessons Learned. LG Smartwatch

eye on 09/02/2018 - 13:08
Last edited 12/02/2018 - 10:00 by 1 other user

I bought an LG smartwatch with water resistance feature over a year ago.

Watch should survive up to 1 meter deep water up to 30 mins. That failed.

I took my daughter (2 years old) to her swimming class which was 30 mins. The watch stopped working in the middle of the class and the pool was 90cm deep. I was trying to claim under warranty and was told that water damage is not covered by warranty. The case manager was very rude and said the watch must have stayed in the water longer than 30 mins because it advertised as resisting water up to 30 mins. I kept telling her that the class was no more than 30 mins and watch already stopped working half way through. She wouldn't listen and keep saying the watch was under water longer than that. I told her that she can validate this through swimming school and she refused.

I'm going to escalate this to ACCC. If they don't cover water damage, they shouldn't have advertised the watch as water resistant. Do you guys have any other thoughts on this? Should I keep pursuing this or should I let it go? I start to feel this doesn't really worth my time but I hate to see company doing false advertisement and get away.

Update: After weighing the effort against the potential benefit(repair or replacement), I decided to let it go and move on. There are better things that I can spend my time with. And it seems to be an industry standard rather than LG being dodgy. Would I read all t&c and fine print next time? probably not. Would I wear my next smartwatch to shower or water play? hell no. Lessons learned and I can move on peacefully knowing it's my fault not reading it carefully. I highly appreciate the community sharing your thoughts and experience on this matter.

Poll Options

  • 16
    Let them win. Stop wasting more time.
  • 50
    Keep going and teach them a lesson.
Electrical & Electronics

Related Stores

LG Australia
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Comments

  • ozhunter on 09/02/2018 - 13:19
    +2

    Good luck. No way to prove that it was underwater for less than 30 minutes, even if the class wasn't that long.

    And there might be something about it can only go in fresh water that long, not chlorinated or salt water.

    • eye on 09/02/2018 - 13:30
      -1

      Exactly. That's exactly what she said. You cannot approve it. Lalalala…

  • Daniel Plainview on 09/02/2018 - 13:20
    +8

    Water resistance ratings on watches is a very misunderstood area - and to be honest I completely sympathise as makers use established market definitions that are pretty confusing:
    https://www.active.com/triathlon/articles/what-does-a-water-…
    https://www.thrillist.com/gear/what-your-watch-water-resista…

    I think it sounds like a very difficult situation to prove or have any luck with - as based on the ratings it's likely such a watch should not have been used for swimming.

    You might have luck if you make a complaint to various trading bodies but I'd say it'd be a very tough one as there's good points on either side's argument. I think placing complaints on social media is probably your best bet but make sure you get your info 100% correct before doing so as otherwise you might open up other issues for yourself. Best of luck is a bummer.

    • poboy on 09/02/2018 - 16:12
      +7

      If something is water resistant, I can use it in the rain. If it's water proof, I can maybe drop it in the toilet for a minute. That's my personal approach for anything that isn't specialist water equipment.

      Having said that, pursue.

      • Sensiekatie on 10/02/2018 - 14:30

        Actually you are accurate with this.

        Water resistant is not equivalent to swimming, wearing in the shower, etc.

        Unless it is designed for divers DNA the like - not suitable.

        The only hope OP has is to lodged a complaint regarding misleading thd purchaser. Claiming that it will be fine under water for 30 mins is very misleading. OP - attach that claim to the ACCC complaint. This is the vital component.

        You probably cannot help yourself, but product reviews are a good way to let others know. Direct reviews on fb, websites etc can work but they can also be not displayed.

  • teacherer on 09/02/2018 - 13:23
    +2

    This is the same situation with phones

  • tsunamisurfer on 09/02/2018 - 13:29
    +7

    I have NEVER took those ratings literally.

    As far as I am concerned, unless it is a diving watch, it is only water resistant. Ie it can handle rain and the odd splash washing hands. I wouldn't wear the watch in the shower let alone swimming with it.

    Trying to cry false advertising because you were only 29 mins and 28 seconds @ 90.1 cm is lunancy.

    • eye on 09/02/2018 - 13:33
      +1

      It was my daughter swimming class. My hands are above water surface most of the time. I wear this and other watches in shower all the time. Never had a concern as they are water resistance.

      • iseenya on 09/02/2018 - 14:51
        +1

        You're setting yourself up for more warranty arguments in the future. "Water resistant" certainly doesn't cover the exposure to heat, soap and shampoo that happens under the shower!

        • tonyjzx on 09/02/2018 - 14:58
          +3

          Tsunami has it. Unless its a true honest divers watch like a Casio Duro or whatever there's no way in hell I'd risk a several hundred dollar investment based on their word alone.

          NONE of the smart watches are truly water resistant.

          Even then if your $25 Casio fails then you lost $25.

          I cannot understand why people would risk so much money on these activities.

  • garetz on 09/02/2018 - 13:30

    I would never put anything electrical under water unless it sais it is 100% water proof.

  • eye on 09/02/2018 - 13:35
    -6

    Maybe I should look into an iwatch. That was advertised good for swimming right?

    • ozhunter on 09/02/2018 - 13:40
      +2

      No lol. I don't think any of them are good to go for swimming.

      "Submerging your Apple Watch isn’t recommended. Water resistance isn’t a permanent condition, and your Apple Watch can’t be rechecked or resealed for water resistance. The following may affect the water resistance of your Apple Watch and should be avoided:

      Dropping your Apple Watch or subjecting it to other impacts.
      Submerging your Apple Watch in water for long periods of time.
      Swimming or bathing with your Apple Watch.
      Exposing your Apple Watch to pressurized water or high velocity water, for example, showering, water skiing, wake boarding, surfing, jet skiing, and so on.
      Wearing your Apple Watch in a sauna or steam room.”

      • resisting the urge on 09/02/2018 - 13:49

        LOL. Samsung can give you 19 pages of fine-printed Ts&Cs, but just like LG (and so many others) few are likely to make anything that plain at any point.

      • eye on 09/02/2018 - 13:53
        +2

        Damm. Remember seeing an TV ads with a man coming out of ocean and paid for his drink with the iwatch. That's false advertising!

        • terrys on 11/02/2018 - 08:58

          Also either not too bright, or a really arrogant assertion that they are too big to lose - that could [ and IMNSHO should ]well be accepted in court as an implied statement of fitness for purpose…

  • Hellfire on 09/02/2018 - 13:47
    +2

    ACCC won't do anything. They don't deal with individual complaints.

    You need to contact fair trading in your state. Eg, https://www.qld.gov.au/law/fair-trading

  • KaTst3R on 09/02/2018 - 13:51
    +5

    IP67 or 68 just mean water resistant 1m (1.5m for ip68) up to 30 mins and the test environment in lab is usualy that the watch is just submerged underwater without any current or movement. These sort of watches are not meant for swimming as movement underwater will cause additional pressure to be created and liquid may be forced into the watch. For a proper swimming watch, you have to get one with a 5 or 10 ATM rating.

    The company did not falsely advertised, it is just that consumers are usually misinformed of what the rating actually mean.

    • eye on 09/02/2018 - 13:54

      Does that mean none of the major phone company smart watch can be taken into a pool or ocean these days? They are all in similar range.

      • KaTst3R on 09/02/2018 - 13:57
        +2

        Most of the common smart watches cannot be used for swimming. But some activity watches (with smart features) like the Garmin series are rated 5 ATM. And the Apple Watch 3 has a 50m resistance which is suitable for swimming and surfing (but not diving). But I think Apple watches uses their own inhouse sort of rating system but it is expected to be similar to 5 ATM.

      • stibbzy on 10/02/2018 - 20:05
        +1

        The Apple Watch Series 3 is suitable for swimming, per this support document (it even has a swimming workout): https://support.apple.com/en-au/HT205000

  • Seraphin7 on 09/02/2018 - 13:57
    +7

    "Water resistance" is not equal to "water proof". While they go on about 1m for 30mins and all the rest, that really just means it's "splash proof" … that is if a bit of water gets splashed on it, you inadvertently dip it in water, etc. it should be OK.

    To wear something swimming you really need "50 metre" water resistance.

  • Davo1111 on 09/02/2018 - 13:59
    +2

    I wrote about my experience with the courts here in regards to faulty electronics. ACCC is not going to do anything, they're looking at statistical anomalies to investigate.

    TLDR: not worth it for small item.

    • BertieBrown on 09/02/2018 - 19:06

      Nice work on the summary.

      Yeah that’s more or less my thoughts (not really worth it for small items), which is a real shame because the law is there to protect consumers and businesses but it’s very time consuming.

    • Namesareapain on 10/02/2018 - 19:50

      You have incorrect info in that post, for one thing if the fault is a major one then you can ask for a refund and they must give it to you.

      • Davo1111 on 11/02/2018 - 00:23

        when it gets to arbitration, you get your arm twisted to agree to a replacement

        • Namesareapain on 11/02/2018 - 13:31

          The law is the law though, they can not change it.

        • Davo1111 on 11/02/2018 - 13:46

          @Namesareapain: well, when you go to court, you can argue that.

  • Hellfire on 09/02/2018 - 14:49
    +7

    Did you read the manual?

    This is the text related to water resistance from one of the LG Smartwatch manuals, if yours is the same then I don't like your chances:

    Notes on water resistant properties

    This product is water and dust resistant in compliance with the Ingress Protection rating
    IP67*.
    * The IP67 rating means that the product will maintain its operability even if it is gently
    submerged in a tank of still tap water at room temperature for about 30minutes, up to
    a depth of 1 meter.

    Avoid exposing the product to environments with excessive dusts or moisture. Do not
    use the product in the following environments.

    Do not immerse the product in any liquid chemicals (soap, etc.) other than
    water.
    Do not immerse the product in salt water, such as sea water.
    Do not immerse the product in hot spring.
    Do not swim wearing this product.
    Do not use the product underwater.
    Do not place the product directly on sand (such as at a beach) or mud.

    • Once the product gets wet, water may remain in gaps of the main unit. Shake the
    product well to drain water.
    • Even after water is drained, the inner parts might be still wet. Although you can use
    the product, do not place it near things that must not get wet. Take care not to wet
    your clothes, bag or contents of the bag.
    • Drain water if the voice activation does not work properly due to water remaining in
    the microphone.
    • Do not use the product in places where it may be sprayed with high-pressure
    water (e.g. near a faucet or shower head) or submerge it in water for extended
    periods of time, as the product is not designed to withstand high water pressure.
    • This product is not resistant to shock. Do not drop the product or subject it to
    shock. Doing so might damage or deform the main unit causing water leak.

    • chumlee on 09/02/2018 - 14:56
      +4

      Does it also say "may contain traces of nuts"? That line is printed on everything these days. I recently bought new underwear that says this

      • Hellfire on 09/02/2018 - 14:57

        Probably I just did a search for "water" :)

      • zonra on 09/02/2018 - 15:14
        +3

        I recently bought new underwear that says this

        In all fairness, i reckon it does have traces of nuts..

      • Yummy on 09/02/2018 - 16:42

        Ex-nuts of someone else?

    • eye on 09/02/2018 - 15:28

      reminds me of MYER's 50% off exclusion list

  • [Deactivated] on 09/02/2018 - 17:51
    +2

    i love when people make long posts about a product failure.
    think of the time youve spent getting angry, making the post, reading and replying to our comments.
    you couldve saved us the trouble by just going to the ACCC.

    • Clear on 09/02/2018 - 18:02
      +3

      Reminds me of this iPad waterproof bag review I saw on Youtube years ago. The instructions said specifically not to put under a tap and what does the guy do? Puts his real iPad in the bag and under the tap on full force. Nek minnit the bag bursts, his iPad is dead and he is sooking in his vid. Ahhh good times.

    • [Deactivated] on 10/02/2018 - 13:59

      That would also be a waste of time. Fair trading is the correct route in these circumstances.
      Then they can read out a previously prepared script that talks about going outside the stated parameters of use.

  • terrys on 10/02/2018 - 08:56

    I guess the old maxim applies - If all else fails, read the instructions:-/ A 50 meter watch, as others [including LG] have pointed out, is able to sit still for 30 minutes after being gently lowered to a depth of 50 meters without water ingress. It is not, and never has been suitable for swimming. I have a watch rated to 200 meters, and one to 600 meters that i would swim in, tho not in a hot spring and I would not consider wearing them in a bath or even hot shower. My LG Urbane is my daily wearer, and I do leave it on when I wash my hands. I take care not to wash my watch…

  • [Deactivated] on 10/02/2018 - 10:50

    You need a dictionary first to learn the definition and meaning of words ,
    then we can work on the attitude.

  • eggles01 on 10/02/2018 - 15:13

    make sure it was only water resistant,water resistant and water proof are very different,

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