Deze mail net maar naar de CEO gestuurd. Met de "klanten" """service""" van Samsung kom ik niet echt verder
Dear Sir/Madam,
For years, I have been using second-hand laptops or discarded devices from my work. This Christmas, I decided to treat myself to a new, high-quality laptop. Given my other devices, such as a Samsung phone, soundbar, headphones, and watch, are all from the same brand, I chose the Samsung Galaxy Book4 360 Pro.
I ordered this laptop on December 31st and received it on January 2nd. In the following weeks, I mainly used it to watch series and movies and browse the internet. One evening, while I was in bed, I felt something strange on the screen, at the top near the camera. I initially thought it was a piece of protective film, but the next day I saw a small crack in the glass, roughly in the shape of a half-moon. The crack is difficult to see, but I suspect it was there from the beginning.
Disappointed by this discovery, I contacted the Samsung helpdesk. Unfortunately, the damage fell outside the legal return period and was considered user damage. However, I find it difficult to understand how I could have caused this damage myself, as I have handled the laptop, as i do all other devices, with great care.
On monday i took half a day off work and went to a official Samsung store, only to hear the same reasoning. 15 days is 1 day off the legal term and sceeen issues are not valiable for warranty. The nice lady did point me to the option for pick up repair service. I made and appointment that same day.
The next day i saw that the pickup service isnt done by Samsung itself but by a company with a rating of 2.1 stars out of 5, of 1600+ reviews. Also they charge money for the research, if you dont have it fixes. I cancelled the pickup service.
Now, as a last resolve, i am emailing you,
I am a loyal Samsung customer and had high expectations for this product. This experience has unfortunately had a negative impact on my trust in the brand.
I ask you to be accommodating and offer a suitable solution. A replacement product or a full free repair.
I hereby submit an official complaint regarding the above.
I want to emphasize that I have been a satisfied Samsung customer for many years and that I always handle my devices with care. I am convinced that this damage occurred through no fault of my own.
I hope for a prompt and positive response.
Sincerely,
Gijs Verhoeff
