Thema "Galaxy Book has a loose hinge" in Computing & Displays

Galaxy Book has a loose hinge

Steph Hanglan — Tue, 23 May 2023 08:44:13 GMT

Where and how can I make a complaint to Samsung?

I have spoken to several people but there seems to be no complaints procedure.

Is the only way through Samsung Global?

My laptop has a loose hinge after 5 months and the hinge has cracked at the bottom left of the laptop at the bottom of the screen.

https://bit.ly/3ZWHQ4z

#notebook

# NP750XED

Re: How to make a complaint

Patrick — Fri, 19 May 2023 17:55:03 GMT

Goedenavond,

Je kunt je klacht gewoon hier plaatsen en dan wordt het wel opgepakt.

Vervelend dat de scharnier los is gekomen, heb je de laptop al laten repareren? Wat is precies je klacht?

Re: Waar en hoe kan ik een klacht indienen bij Samsung?

MartijnK — Tue, 23 May 2023 08:43:29 GMT

Hi @Steph Hanglan, good morning.

Thank you for reaching out to us! When you have a complaint or need our help you can reach out to us at several different channels and we will do our best to help you out 😇 You've mentioned that you Galaxy Book have a damaged screen and hinge, at our website you can register the Galaxy Book for a repair. For more information, go to: https://bit.ly/3J4HpwQ

Kind regards,

Martijn

Re: Galaxy Book has a loose hinge

Steph Hanglan — Tue, 23 May 2023 14:09:50 GMT

Thanks for the reply Martijn

I have tried this.

The problem is that Samsung have a 3rd party that looks after their laptops and they are saying that I caused the problem which I didn't. They are saying that I must pay 63 Euros to have it sent to them just to look at it.

I know that I did not cause the issue from opening and closing the laptop ( I do close my laptop every night )

I looked online because I thought I am unlikely to be the only person this has happened to

I see that this exact same thing has happened to others with one customer paying twice to have the hinge fixed because his laptop was out of Warranty.

I do not expect a hinge on a laptop to last 5 months and then expect to have to pay for it to be repaired.

I would therefore like to raise a complaint about this issue

Thanks in advance and your assistance

Best Regards

Steph Hanglan

Re: Galaxy Book has a loose hinge

MartijnK — Tue, 23 May 2023 14:27:38 GMT

Hi @Steph Hanglan, good afternoon.

Thank you for your reply! When you register your Galaxy Book for a service request at our website, our service center wil investigate and take a closer look at your Galaxy Book. When there is a physical damage this won't be covered by the warranty. Based on the research and investigation of our technicians, they decide if this is covered by the warranty. The findings of our service center are leading for us.

Perhaps you can claim the repair costs at your insurance 😇

I am sorry for the inconvenience!

Kind regards,

Martijn

Re: Galaxy Book has a loose hinge

Steph Hanglan — Thu, 25 May 2023 14:37:30 GMT

Thanks for getting back to me Martijn

I am currently trying to raise a complaint with Samsung about this

I understand that you have a service center who make the decsion about this types of cases and I would understand if this wasn't something that had already been raised but it has

https://www.reddit.com/r/samsunggalaxy/comments/xcg2uu/broken_hinge_samsung_galaxy_book_flex/

and here

https://www.youtube.com/watch?app=desktop&v=99y1eowB9rM

It would be good to also read the comments section on these videos, you will see that it has happened to other people and on EXACTLY the same side ( the left)

One of the comments in the video below

March 15, 2023

Thanks to everyone for sharing useful input. My Blue Samsung Flex laptop just split tonight, exactly as the photo shows in the opening post. Warranty expired 2/2022.

I'm going to head over to the Samsung online community right now to make sure everyone knows about this "danger" and find out how others got theirs fixed, without have to buy an entire top hinge/screen.

-Allen

As someone who is approaching 50 and has been using computers for so many years ( I run an IT consultancy) this sort of thing simpy should not be happening on a new laptop. This was my first time buying a Samsung laptop ( bought because I have a samsung phone) and this is not normal for a lap. People spend allot of money on these machines and I dont feel this is really acceptable especially if other people are saying the same thing. I have literally never had this happen to a laptop in over my 20 plus years of using laptops.

I've asked for a complaint to be raised and then will try and communicate to the Samsung Head Office where possible to see what can be done about this.

Having issues raised concerning a product by customers and then saying that it is somehow the customers fault and they must pay is not satisfactory

But thank you for at least getting back to me

Best Regards

Re: Galaxy Book has a loose hinge

Steph Hanglan — Tue, 30 May 2023 17:51:35 GMT

Evening Martyn

I have just seen this.

This is exactly what has happened on my laptop on the left hand side with exactly the same piece of hinge coming through the bottom of the screen as shown in these pictures, I have never seen this happpen before

https://www.bleepingcomputer.com/news/legal/samsung-sued-for-flawed-chromebook-hinges-cracking-displays/

Re: Galaxy Book has a loose hinge

MartijnK — Thu, 01 Jun 2023 10:36:42 GMT

On our website you can register your Galaxy Book for a repair. When your Galaxy Book arrives at our service center, my colleagues will investigate if this can be resolved within the warranty. The findings of our technicians our binding.

Perhaps you can claim this at your insurance 😇

Kind regards,

Martijn

Re: Galaxy Book has a loose hinge

Steph Hanglan — Thu, 01 Jun 2023 11:45:40 GMT

Thank you for the reply Martijn

I am very happy to do this but I would not expect to be the person to pay for the delivery and the repair of this laptop where their has been a raised issue ( incl a law suit in above link ) with Samsung about this particular problem, the hinge on the Left coming loose from its bracket and cracking the bottom part of the screen

This below is from another customer from the link above

"I've had mine for a year and a half and have loved it. Today I opened it up and the left hinge was just frozen. It tore the bottom left corner of the display, cracking the screen. I in no way manhandled it. I just opened it like I've done a million times before! Like Samsung doesn't know about their faulty hinges! Unreal!"

Can you please confirm that I am not being charged to remedy this?

Thanks in advance

Steph Hanglan

Re: Galaxy Book has a loose hinge

MartijnK — Thu, 01 Jun 2023 11:52:01 GMT

In our service center our colleagues will investigate the Galaxy Book and make a decision if this can be resolved within the warranty conditions. The finding of our technicians is binding for us. I don't expect this repair will be free of charge because of the physical damage.

Kind regards,

Martijn

Re: Galaxy Book has a loose hinge

Steph Hanglan — Thu, 01 Jun 2023 12:03:03 GMT

Thank you Martijn

Martijn are you seeing the links that I am sending you regarding other people rasing this exact issue with the laptops?

Best Regards

Steph Hanglan

Re: Galaxy Book has a loose hinge

MartijnK — Thu, 01 Jun 2023 12:08:01 GMT

I can see the link and the photo's.

Kind regards,

Martijn

Re: Galaxy Book has a loose hinge

Steph Hanglan — Thu, 01 Jun 2023 12:37:06 GMT

Thank you Martijn

If so, if I am expected to pay for the repair please can you raise the complaint to Samsung

If am not expected to pay for this please let me know how I send the laptop

If this is a preexisting issue as raised by the lawsuit and other customers are you sayin that Samsung is not acknowledging this? or are refusing to accept liability? I am really struggling to understand why customers are being expected to fix this issue?

The customer lawsuit says this below

"Defendant willfully, falsely, and knowingly omitted various material facts regarding the quality, character, and abilities of the Class Devices. Rather than disclose the Defect to Plaintiff and other prospective purchasers of Class Devices, Defendant concealed the Defect," reads the complaint.

After McCoy’s display cracked, his wife filed a formal complaint with Samsung’s customer service team and spent many hours speaking with representatives in the following days but to no avail.

After the issue was escalated to a customer support supervisor, her concerns were dismissed and was told damage was caused by "opening and closing the laptop too much."

It seems like am the next customer to be caught by this situation.

If there is nothing that you yourself can do about this can you explain where I must go to raise a complaint with Samsung

Thanks in advance

Steph Hanglan

Re: Galaxy Book has a loose hinge

MartijnK — Thu, 01 Jun 2023 12:43:41 GMT

We are available at several different channels and we will forward you complaint internally so we can look how we can improve our customer experience, you won't get an update for this.

Re: Galaxy Book has a loose hinge

Steph Hanglan — Tue, 06 Jun 2023 10:59:05 GMT

Thanks for the reply Martijn

Can you clarfiy if you are saying a complaint as been raised and you Also will do an internal investigation

or you just doing an internal investigation and that is it

Appreciate a repsonse as I am currently trying to get this case escalated to get this situation resolved

Many Thanks

Steph Hanglan

Re: Galaxy Book has a loose hinge

MartijnK — Tue, 06 Jun 2023 11:36:56 GMT

@Steph Hanglan

The warranty of your Galaxy Book is 2 years and within this period technical malfunctions will be covered by the warranty. At our website you can register the Galaxy Book for a service request and based on the findings during the research my colleagues can decide if this is covered by the warranty. The findings of our mechanics are bindings for us.

The photos which you've shared shows physical damage and the repair of this will most likely not be covered by the warranty. Perhaps you can claim this by your Insurance.

When you've registered the Galaxy Book for a service request you will receive a confirmation with a repair number. If you share this with us, I can take a look into your file and ask my colleagues for aan update.

Kind regards,

Martijn

Re: Galaxy Book has a loose hinge

Steph Hanglan — Tue, 06 Jun 2023 12:13:31 GMT

Thanks for the quick reply Martin

The hinge breaking through the laptop casing is not a new thing with the Samsung laptops ( as i'm sure you are aware now) I'm finding it difficult to understand why Samsung are telling customers to fix this themselves when its a known issue, even with a court case in America concerning hinge failure. I have never had this sort of thing happen before on a laptop

Just for clarity, are you saying that this problem is a problem of the owner and not the laptops?

I wont be able to cover this by my insurance becauuse I haven't broken the laptop myself

Also if am unhappy with Samsungs dealings with this is issue what are the next steps avaliable as a customer to escalate this issue to Samsung HQ ?

Thanks in advance Martijn

Steph Hanglan

Re: Galaxy Book has a loose hinge

MartijnK — Tue, 06 Jun 2023 12:24:10 GMT

When you have a repair number we can ask the service center what the findings are based on the research at one of our service centers. When you've registered the laptop for a service request, my colleagues will investigate your Galaxy Book and based on this they can decide if a repair is covered by the warranty.

Kind regards,

Martijn

Re: Galaxy Book has a loose hinge

Steph Hanglan — Wed, 07 Jun 2023 12:49:39 GMT

Thanks for the reply Martijn

I will look to book the laptop into the service centre

I have been asked to pay 63 Euros to the service centre to send my laptop to them but this is not possible as the laptop can not close. I am happy to take the laptop there myself to the addess

Can you confirm that I am able to do that ?

Will contact them now also to inform them

Thanks in advance

Steph Hanglan

Re: Galaxy Book has a loose hinge

MartijnK — Wed, 07 Jun 2023 12:59:56 GMT

@Steph Hanglan

I don't know what the options are and if you can visit the service center. What's the repair number?

Kind regards,

Martijn