Bought a Samsung Galaxy book 3 for my Partner for when she works from home for the NHS. Worked great and really happy with it. About 3 weeks ago the hinge came loose and started making weird noises.
Thought ah no worries, its still within warrenty so this should be covered. WRONG.
The laptop does not leave the office, is in perfect condition as per a video I have of it before sending to the service center. Have been informed by the service center this is user damage.... I have asked how they know this / what indicators there are?
Are there any scratches on the product? No. Are there any dents to indicate a drop? No. Any signs of pressure being applied to the product that should be? No. Any damage internally from vibration or shock? No. But somehow this is user damage... Complete fraud. They cannot in any way indicate or show signs of user damage or the product being used outside of spec but they do not wish to acccept this is a manufcaturing issue. Even when multiple people have the exact same issue over the hinge.
The service center has a phone number they asked me to call, this charged me £2.50 before 02 texted me. Luckilly I had set up a spend cap to stop silly mistake when abroad etc. Once I got through the waiting line they hung up. Great cost to get nowhere.
Now lets talk about the repair cost. £167 to repair. How is that even remotely sensible? To replace a loose hinge? Two hinges cost £334? Is this laptop cost to manufacture really 20% hinges. I doubt it, even with labour how is this a reasonable cost.
Samsung know they have an issue, as they can see from above on their own community site. They decide that they dont want to admit so they will deny.
Ill be asking for an 8D report on the issue, as well as full cost breakdown of repair. I want to see how they can prove 'user damage' or anything other than manufacturing issue. I will then be taking it to small claims court. its actually cheaper than the repair.
What is the warrenty for if not for issues like this? What is covered??
We are very sorry about the unpleasant experience with the Galaxy Book 3 and certainly understand how disapponting that must be for you.
However, we would like to inform you that this is Samsung Members Canada. We request you to please contact the Samsung UK support for further assistance regarding this issue.
I stumbled on this because I have the same issue. This laptop is less than a year old and failing at the hinge. My old Lenovo laptop is 7 years old and not a single problem.
