Galaxy Book 4 Ultra Screen Cracked

[Members_wT1ZOFs]

Hi everyone,

I bought my Galaxy Book 4 Ultra recently, and unfortunately, the screen developed multiple cracks after what seemed like normal use. It started after 16 hours of work with the screen open for calculations, and when I touched the screen, it made a noise like shattering glass. I didn’t drop it, and it was in perfect condition before this.

I’ve seen that many others have faced similar issues, where the screen cracks without any accidental damage, and Samsung has been reluctant to address it as a manufacturing defect. Has anyone had success getting this resolved under warranty? What’s the best way to approach this?

[Members_wT1ZOFs]

Hi everyone,

I wanted to share an update on my situation. After visiting the Samsung Experience Store in Brussels for an analysis, the report confirmed the following issues with my Galaxy Book 4 Ultra:

• Screen damage
• Chassis deformation and material damage
• Manufacturing defect

Despite this, Samsung has offered a replacement for the screen at a cost of 450 euros, which I feel is quite unfair given that this is clearly a manufacturing defect. Many users have reported similar issues, and I believe Samsung should address this under warranty rather than charging for repairs.

That said, I do want to mention that besides this screen issue, the Galaxy Book 4 Ultra is the most beautiful, powerful, and elegant laptop I’ve ever worked with. It’s incredibly silent and handles intensive tasks effortlessly, making it an amazing device—if only this screen issue were addressed fairly!

Has anyone else received similar offers, and how did you manage to get a better resolution? Any advice on how to escalate this further would be appreciated!

[Otechhd]

I to have had the same issue. I only use my computer every 3 days. Noone enters the room but me. I walked in and found my screen was cracked in 2 places. Starting from one side. I contacted Samsung like you did which computer was only a couple months old. And they also asked for over 650usd for screen through 3rd party and I had to pay for shipping to and back. Which would make it an extra 100usd with insurance. I have bought every galaxy book they had. And this is the second one that's done it for no reason. I'm very careful with my tech. At 3000 USD this is a bad purchased and gives me a bad taste. I have not used it since they refused to fix it. I'm scared if I use the touch screen it will cut my finger or break further. They have lost a loyal customer. Sorry for you problem also it seems like it's been happening for years. They should warranty there screens if this is a known problem. No drops or scratches ever on my laptop it's in pristine condition!!! 

[Tompkinj]

Samsung hasn't responded or attempted to help any of us in any way.  I suggest you do as I did and CANCEL ALL SAMSUNG products and services.

[EstebanAvilesMochon]

Hello, I have had the same problem after less than 30 days of purchase and only about 5 uses of the notebook, the screen has been scratched without any blow, the screen appeared torn from end to end.
Has anyone found an answer or solution? I have had a Samsung Notebook for many years, I was hesitant to switch to an Apple Mac, I think I made a mistake.

[jelleb1]

Hi, I have this problem too. My screen cracked during normal usage. I will not buy a samsung laptop anymore. Performance is good, but not as good as a macbook pro which is similarly priced. It is unacceptable that Samsung does not recognize the issue as a design flaw.

[Picopico76]

I have same issue 3 weeks old pro 4 360. Had very little use at home. Nothing has touched the screen but fingers nothing heavy has been placed on it. Just cracked. 

[Elle3design]

I have this problem and u don't have to 560 pounds to pay for this. I genuinely don't know how these scratches got onto the corner of the screen. I sent it to Samsung repair centre for screen not turning on then they told me about the scratches. Now they say they have to repair scratches for screen to turn on and warranty doesn't cover scratches. I don't see how scratches got there.. I AM A DESIGNER, THIS ISSUES THAT I HAVE COME TO CONCLUDE IS THE PEN. THE PEN IS DESIGNED TO MAGNETICE ON THE CORNERS OF THE KEYBOARD SECTION SO WHEN THE SCREEN IS CLOSED THE PEN CAUSES A GAP BETWEEN THE SCREEN AND THE KEYBOARD ANY SLIGHT PRESSURE FROM EXTERIOR CAUSES THE SCREEN TO START CRACKING.

BIG DESIGN FLAW. MANUFACTURE FLAW

[VisumTech]

I purchased (2) Galaxy Book 4 Ultra laptops in July 2024 for my business. In late November the laptop was put in a case inside a case and when it was retrieved a few days later the screen was cracked (digitizer). I purchase the (5) year Samsung Care + Business at the same time as the laptop purchase. I contacted Samsung on December 3rd, 2024 and returned using the label provided. They have now had the laptop for over (6) weeks and I have contacted them a dozen times and hours on hold and I recently received an email telling me my claim was declined and my benefits have been exhausted. I have no idea what Samsung's issue is... this laptop has never been sent in for anything. How do you exhaust benefits of a (5) year "Complete Care Plan"?

To top it off the 2nd of the (2) laptops purchased... the screen cracked on it while using it on an office desk. It was fine at the end of the day when my associate closed the lid. The next AM it was opened and found to be cracked.

There is clearly a defect with this laptop if the screens crack with little to NO use.

IF you are considering the purchase of this laptop I strongly suggest you DON'T. 

[Axiles]

Same issue as everyone: normal use of the laptop, even with a dockstation which means that the computer screen is always protected but it cracked exactly as described here. I realized it one day after opening the computer without any alert.

This is a known issue of the product, documented even in the press as can be seen here https://www.theguardian.com/money/article/2024/jun/12/samsung-laptop-galaxy-book-360-screen-cracks

I got the same answer "it's your fault" from the Samsung customer center, it's absolutely appalling. For the lack of a better solution I will escalate it on X/Facebook etc but it's shocking to have to resort to that for something that is, to repeat myself, largely a known issue of the product, for which they should apologize