Galaxy Book has a loose hinge

[Steph Hanglan]

Where and how can I make a complaint to Samsung?

I have spoken to several people but there seems to be no complaints procedure.

Is the only way through Samsung Global?

My laptop has a loose hinge after 5 months and the hinge has cracked at the bottom left of the laptop at the bottom of the screen.

https://bit.ly/3ZWHQ4z

#notebook

# NP750XED

[Steph Hanglan]

Thank you Martijn 

Martijn are you seeing the links that I am sending you regarding other people rasing this exact issue with the laptops?

Best Regards

Steph Hanglan 

[MartijnK]

I can see the link and the photo's. 

Kind regards,

Martijn

[Steph Hanglan]

Thank you Martijn 

If so, if I am expected to pay for the repair please can you raise the complaint to Samsung 

If am not expected to pay for this please let me know how I send the laptop 

If this is a preexisting issue as raised by the lawsuit and other customers are you sayin that Samsung is not acknowledging this? or are refusing to accept liability? I am really struggling to understand why customers are being expected to fix this issue? 

The customer lawsuit says this below  

"Defendant willfully, falsely, and knowingly omitted various material facts regarding the quality, character, and abilities of the Class Devices. Rather than disclose the Defect to Plaintiff and other prospective purchasers of Class Devices, Defendant concealed the Defect," reads the complaint.

After McCoy’s display cracked, his wife filed a formal complaint with Samsung’s customer service team and spent many hours speaking with representatives in the following days but to no avail.

After the issue was escalated to a customer support supervisor, her concerns were dismissed and was told damage was caused by "opening and closing the laptop too much."

It seems like am the next customer to be caught by this situation. 

If there is nothing that you yourself can do about this can you explain where I must go to raise a complaint with Samsung

Thanks in advance 

Steph Hanglan 

[MartijnK]

We are available at several different channels and we will forward you complaint internally so we can look how we can improve our customer experience, you won't get an update for this. 

[Steph Hanglan]

Thanks for the reply Martijn

Can you clarfiy if you are saying a complaint as been raised and you Also will do an internal investigation 

or you just doing an internal investigation and that is it 

Appreciate a repsonse as I am currently trying to get this case escalated to get this situation resolved 


Many Thanks 

Steph Hanglan 



 

[MartijnK]

@Steph Hanglan 

The warranty of your Galaxy Book is 2 years and within this period technical malfunctions will be covered by the warranty. At our website you can register the Galaxy Book for a service request and based on the findings during the research my colleagues can decide if this is covered by the warranty. The findings of our mechanics are bindings for us. 

The photos which you've shared shows physical damage and the repair of this will most likely not be covered by the warranty. Perhaps you can claim this by your Insurance.

When you've registered the Galaxy Book for a service request you will receive a confirmation with a repair number. If you share this with us, I can take a look into your file and ask my colleagues for aan update. 

Kind regards,

Martijn

[Steph Hanglan]

Thanks for the quick reply Martin 

The hinge breaking through the laptop casing is not a new thing with the Samsung laptops ( as i'm sure you are aware now) I'm finding it difficult to understand why Samsung are telling customers to fix this themselves when its a known issue, even with a court case in America concerning hinge failure.  I have never had this sort of thing happen before on a laptop 

Just for clarity, are you saying that this problem is a problem of the owner and not the laptops?

I wont be able to cover this by my insurance becauuse I haven't broken the laptop myself 

Also if am unhappy with Samsungs dealings with this is issue what are the next steps avaliable as a customer to escalate this issue to Samsung HQ ? 

Thanks in advance Martijn

Steph Hanglan 

[MartijnK]

When you have a repair number we can ask the service center what the findings are based on the research at one of our service centers. When you've registered the laptop for a service request, my colleagues will investigate your Galaxy Book and based on this they can decide if a repair is covered by the warranty. 

Kind regards,

Martijn

[Steph Hanglan]

Thanks for the reply Martijn 

I will look to book the laptop into the service centre 

I have been asked to pay 63 Euros to the service centre to send my laptop to them but this is not possible as the laptop can not close. I am happy to take the laptop there myself to the addess 

Can you confirm that I am able to do that ?

Will contact them now also to inform them 

Thanks in advance 

Steph Hanglan

[MartijnK]

@Steph Hanglan 

I don't know what the options are and if you can visit the service center. What's the repair number? 

Kind regards,

Martijn