exchange conflict of advice

[Members_FlYu0dK]

Hi, I went to the Samsung experience store in Leicester and the team there advised my Book 2 Pro 360 ordered on the 25th November is definitely not functioning correctly and I should use the exchange service, quote - 'a van turns up at your door hands you a new product and takes away your old one it is brilliant'.  The reality I call Samsung, spend 30 minutes on the phone to arrange returning my 10 day old laptop, then waiting 7 to 10 days for a replacement.  What should the experience be?  Which one of these is right?

[SereneH]

Hi @Members_FlYu0dK 

In a way, they are both right.

For Samsung Business customers we offer a Doorstep Exchange service. 

For non-Business customers the Online Shop would have to process the return before providing you with a replacement. 

[Members_FlYu0dK]

Thank you for the clarification, appreciated 😃