Hi everyone, I just wanted to share an update with you all.
I hadn't considered contacting Samsung directly before, as my original purchase was through Currys and Creation, and I had been following the advice given to me by Citizens Advice Bureau.
To my surprise, I had a very professional, kind, and positive experience when I reached out to the UK President of Samsung. While they did not acknowledge that the cracked screen issue—reported globally—might be due to a design fault, they did offer me a one-time courtesy screen replacement, free of charge.
I’ve now received the repaired laptop. I’m still paying for it and barely had the chance to use it, so I’m pleased that it’s finally working.
I was honest in my communication and expressed my concerns about the laptop’s durability, as I still suspect there may be a design flaw. I told them I would have preferred a refund, but since that wasn't an option, I asked if Samsung sells or recommends any protective accessories. They said they don’t, but advised me to check with third-party accessory suppliers, ensuring compatibility with the model.
I’ve now ordered a protective case and screen protector from Amazon and I hope this will help prevent the screen from cracking again.
This experience has somewhat restored my faith in Samsung, especially after my concerns were previously dismissed by others. I hope this update gives you some encouragement and helps you find a more positive outcome too.
