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

[Patrick]

Goedenavond,

Je kunt je klacht gewoon hier plaatsen en dan wordt het wel opgepakt.

Vervelend dat de scharnier los is gekomen, heb je de laptop al laten repareren? Wat is precies je klacht?

[MartijnK · Accepted solution]

Hi @Steph Hanglan, good morning.

Thank you for reaching out to us! When you have a complaint or need our help you can reach out to us at several different channels and we will do our best to help you out 😇 You've mentioned that you Galaxy Book have a damaged screen and hinge, at our website you can register the Galaxy Book for a repair. For more information, go to: https://bit.ly/3J4HpwQ

Kind regards,

Martijn

[Steph Hanglan]

Thanks for the reply Martijn 

I have tried this.

The problem is that Samsung have a 3rd party that looks after their laptops and they are saying that I caused the problem which I didn't. They are saying that I must pay 63 Euros to have it sent to them just to look at it.

I know that I did not cause the issue from opening and closing the laptop ( I do close my laptop every night ) 

I looked online because I thought I am unlikely to be the only person this has happened to

I see that this exact same thing has happened to others with one customer paying twice to have the hinge fixed because his laptop was out of Warranty. 

I do not expect a hinge on a laptop to last 5 months and then expect to have to pay for it to be repaired. 

I would therefore like to raise a complaint about this issue 

Thanks in advance and your assistance 

Best Regards

Steph Hanglan

[MartijnK]

Hi @Steph Hanglan, good afternoon.

Thank you for your reply! When you register your Galaxy Book for a service request at our website, our service center wil investigate and take a closer look at your Galaxy Book. When there is a physical damage this won't be covered by the warranty. Based on the research and investigation of our technicians, they decide if this is covered by the warranty. The findings of our service center are leading for us.

Perhaps you can claim the repair costs at your insurance 😇

I am sorry for the inconvenience!

Kind regards,

Martijn 

[Steph Hanglan]

Thanks for getting back to me Martijn 

I am currently trying to raise a complaint with Samsung about this 

I understand that you have a service center who make the decsion about this types of cases and I would understand if this wasn't something that had already been raised but it has 

https://www.reddit.com/r/samsunggalaxy/comments/xcg2uu/broken_hinge_samsung_galaxy_book_flex/

and here 

https://www.youtube.com/watch?app=desktop&v=99y1eowB9rM

It would be good to also read the comments section on these videos, you will see that it has happened to other people and on EXACTLY the same side ( the left)

One of the comments in the video below 

March 15, 2023

Thanks to everyone for sharing useful input. My Blue Samsung Flex laptop just split tonight, exactly as the photo shows in the opening post. Warranty expired 2/2022.

I'm going to head over to the Samsung online community right now to make sure everyone knows about this "danger" and find out how others got theirs fixed, without have to buy an entire top hinge/screen.

-Allen

As someone who is approaching 50 and has been using computers for so many years ( I run an IT consultancy) this sort of thing simpy should not be happening on a new laptop. This was my first time buying a Samsung laptop ( bought because I have a samsung phone) and this is not normal for a lap. People spend allot of money on these machines and I dont feel this is really acceptable especially if other people are saying the same thing. I have literally never had this happen to a laptop in over my 20 plus years of using laptops.

I've asked for a complaint to be raised and then will try and communicate to the Samsung Head Office where possible to see what can be done about this. 

Having issues raised concerning a product by customers and then saying that it is somehow the customers fault and they must pay is not satisfactory

But thank you for at least getting back to me 

Best Regards


 

 

 

[Steph Hanglan]

Evening Martyn

I have just seen this.

This is exactly what has happened on my laptop on the left hand side with exactly the same piece of hinge coming through the bottom of the screen as shown in these pictures, I have never seen this happpen before

https://www.bleepingcomputer.com/news/legal/samsung-sued-for-flawed-chromebook-hinges-cracking-displ...

[MartijnK]

On our website you can register your Galaxy Book for a repair. When your Galaxy Book arrives at our service center, my colleagues will investigate if this can be resolved within the warranty. The findings of our technicians our binding.

Perhaps you can claim this at your insurance 😇

Kind regards,

Martijn

[Steph Hanglan]

Thank you for the reply Martijn

I am very happy to do this but I would not expect to be the person to pay for the delivery and the repair of this laptop where their has been a raised issue ( incl a law suit in above link ) with Samsung about this particular problem, the hinge on the Left coming loose from its bracket and cracking the bottom part of the screen

This below is from another customer from the link above 

---

---

"I've had mine for a year and a half and have loved it. Today I opened it up and the left hinge was just frozen. It tore the bottom left corner of the display, cracking the screen. I in no way manhandled it. I just opened it like I've done a million times before! Like Samsung doesn't know about their faulty hinges! Unreal!" 

 Can you please confirm that I am not being charged to remedy this?

Thanks in advance

Steph Hanglan 

[MartijnK]

In our service center our colleagues will investigate the Galaxy Book and make a decision if this can be resolved within the warranty conditions. The finding of our technicians is binding for us. I don't expect this repair will be free of charge because of the physical damage.

Kind regards,

Martijn