MTR Group

[EW17]

Interested to hear everyone's experience of their devices being "repaired" by MTR?

I bought a Galaxy book 4 in Nov 25, it broke on 03/01/25. Its been used less than 10 times within that time frame and is in immaculate condition. The screen literally just stopped working. 

I called the Samsung tech support, had a video call with their agent who performed system resets to confirm it was not a software issue.  They also confirmed that there was no physical damage to the device. 

For the avoidance of doubt, the laptop was not damaged in any way shape or form, it had not been knocked, dropped, scratched etc. It has spent most of its time on the shelf, apart from very occasional web browsing. 

They arranged for the device to be sent for repair. Que MTR requesting £210 for a damaged screen, front and rear case. 
I was briefly sent a picture from Samsung chat support....that showing a scuffed screen, and some type of stain near the track pad. 100% NOT my laptop. 

From the Google reviews I've read tonight this seems to be this standard MO: report damage, demand repair fees, provide photos of devices that are not the one sent it. 

I've been going round in circles with Samsung - has anyone experienced similar? How was it resolved?

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Forum

Assuming you have the serial number of your device, ask for a video call where they show the "damaged" device and then ask them to show your serial number.

If they are the same, then either the laptop was damaged by you, or on the way to MTR or at MTR.

[Obsydian]

I was once bitten by TMT then twice shy.

First time was exactly as you said, I told them nonsense, return the device, second time I took photos and videos before sending, even showing the packing, just in case.