Kids syncup won't turn on

My sons watch as well won't turn on and because he has a scratch on the screen the store will not honor the warranty. I called T-Mobile and they sent a new watch over to the store when I went to pick it up the store will not give me the watch because of the scratch on the screen. This is nonsense. As a T-Mobile member for over 14 years this is unacceptable. They told me to add another line and get a new watch from the promotion and then after 3 months cancel the one I have. Which would be fine however if I cancel the watch I will have to pay it off in full. What's the point ! I am out a watch and paying for service I can't use. Disappointed at T mobile and how they treat their costumers. There is a software issue with the watch and T-Mobile won't take it back because of a scratch. Meanwhile when I bought the watch I thought I purchased the insurance but the agent never added it. Somehow that's my fault too. 

Bsbrogers wrote:

This has happened to my daughters watch and we were told that a new charging station was needed and that this part is not included in the warranty.

We apologize for that experience. We are investigating this issue. We recommend requesting a warranty exchange for the watch if your watch when on the charging dock does not charge or start. Even if you try different plugs. All the intelligence is in the watch. You can share you got this recommendation from the SyncUP KIDS Watch team. Please let us know if that does not resolve your issue. Sorry again about this.

This has happened to my daughters watch and we were told that a new charging station was needed and that this part is not included in the warranty.

Understood. Thank you.

This looks like it falls under warranty exchange if there is no damage. You could ask the Care rep to waive any fees. Thank you for being supportive and sharing information.

I already tried to push and hold button for 20sec but it doesn’t turn on.

For this defective watch, is the exchange free of charge?

Another thing you could try is press and hold the power button for 15-20 seconds. If that watch resets then you should be good, if not please exchange. To exchange please call T-Mobile CARE or at a retail store.

How can I exchange the watch? Do you send me New Watch with Return Label for current defective watch return?

Please do exchange the watch. We will need to investigate it physically. 

Thanks so much.

Gracias.

I look forward to hearing from you.