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Original topic:

Galaxy Book 3 360 Cracked Screen

(Topic created on: 11-09-2023 04:18 PM)
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K971
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SAMSUNG Galaxy Book3 360 15.6" 2 in 1 Laptop purchased from Currys and delivered 1 August 2023.  

Opened laptop screen at the weekend and turned on to be greeted with a hairline crack all the way from beside the camera downwards (not a straight line). The laptop has not been damaged or dropped.

Discussed with Currys who have pushed me to Samsung and Samsung are pushing ‘product damage’ which is not covered under warranty. I find it absurd that this is happening quite a lot from a quick Google search of ‘galaxy book screen crack’ and product damaged is pushed onto the consumer.

Has anyone had this happen and successfully got the laptop screen repaired by Samsung at no cost to the consumer?

 

 

32 REPLIES 32
Damon_D
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Exact same issue for me too, Laptop sat on comuter desk and never moved, This actaully the 2nd one as I had to go throught the house insurance for the 1st as samsung wouldnt listen to the complaint, Currenlty they are refusing but I am intergating the repair centre to find out what tests they have carried out to declare accidental damage. They seem on side and stated tehy dont know why it isnt being authorised.
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VBM2
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I am so disappointed. I have the same laptop and it is only 1 month old, only used at home so never carried around, never been dropped etc and I opened it up and heard a cracking sound and the screen has come away from the shell of the laptop in the bottom right hand corner. I can't open or close it. I took it up to curry's and they said they can't do anything other than send it to be checked by the Samsung repair centre and it is likely they won't even fix it let alone replace it. £799! I have been trying to get through to Samsung for the last 2.5 hours with no answer and now I don't know what do to. So upsetting! I will be writing a s****y review for this laptop and for Samsung as it is obviously a common fault (which is likely when its a laptop that folds all the way around, also something I only ever did once when I first got it) but they don't want to acknowledge that. 

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KevinMiller81
Apprentice
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I am still fighting this, and would encourage others to do so too. Currys are the retailer so it is their responsibility. Don't even contact Samsung, it is a waste of your time. Get the advice of your local consumer advice centre. Under the Consumer Rights Act of 2015:

(3)The quality of goods includes their state and condition; and the following aspects (among others) are in appropriate cases aspects of the quality of goods—

(a)fitness for all the purposes for which goods of that kind are usually supplied;

(b)appearance and finish;

(c)freedom from minor defects;

(d)safety;

(e)durability.

There is also a rule about goods less than six months old: it is up to retailer to prove there was no fault when you bought it if the goods are less than six month old.

So I am claiming that the product is insufficiently durable and/or the product has a design fault that makes the screen prone to cracking. I would urge people in the UK to claim with the retailer and to cite the Consumer Rights Act, and not to be fobbed off. Do not listen to Currys try to describe the problem as physical damage or mention warranties or guarantees. They will try to make you feel like it is your fault!

amontesdeoca1982
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I received mine less than a month ago, and I had two different scratches already. This is a design failure, is useless to wait our time with Samsung Support/Warranty

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Lallatralalla
Apprentice
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Thank you, this is probably want I am going to do if Currys doesn't help 

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Members_AJhN2Yn
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Bought Book 3 Pro 360 16" direct from Samsung. Hairline crack after 4 months with no physical cause. Samsung wouldn't accept that it must be a design/manufacturing issue and rejected the warranty claim. Today, another crack developed on the opposite side of the screen! So disappointed at Samsung's attitude. I've been a Samsung customer for years, must have bought 40+ products but now questioning whether my loyalty is misplaced!

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Digamber
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Can you let me know . How much you had paud

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Lallatralalla
Apprentice
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Little update, here Currys decision,

The laptop is less then 1 month old 

I mentioned the customer rights act but they said that by sending the laptop to the specialist they decided that it is physical damage so not cover by insurance

17030900923861958560951809368523.jpg😬I contacted the citizens advice bureau under consumer service and they help me to write a letter to currys to get full refund, the first letter didn't get any response so I now send the last letter before going to court action, they have 14 days to replay me back 

I am claiming that the laptop was already broken when I received it and therefore I am entitled to a refund

I will keep updating...... 

 

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Samuser7
Student
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I also faced same issue, laptop was used with good care, it was not dropped or no impact on it, bit somehow I also got a surprising hairline on my laptop. Now samsung people say it will cost me arround 40 k, with no fault of mine.

Worst laptips from Samsung, one should never buy Samsung laptops.

They have 0 experience making it and are using customer and their money to experiment with people.

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BStro
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I fell off my bike and cracked it 3 months after purchasing, which was depressing. After mailing it in and waiting a week, Best Buy Geek Squad quoted $1350 to fix it, LOL.  Although I can't even confirm the part number on https://samsungparts.com/search?q=NP750QFG-KA2US, the best bet short of buying a new laptop (which I already did) seems to be buying a repair kit like this:

https://www.ifixit.com/Guide/Samsung+Galaxy+Book+Pro+360+15-Inch+Screen+Replacement/154956

Or buying a non-OEM LCD (~$150) and fixing it yourself or hiring a local shop like UbreakIfix (maybe $100-200 labor)..

https://www.screencountry.com/index.php?section=products&model=GALAXY%20BOOK3%20360%20NP750QFG-KA2US...

The DIY'ers out there may appreciate this video w/ unnecessary music:

https://www.samsung.com/uk/support/computing/how-to-repair-the-galaxy-book-pro-360/

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