Most helpful critical review
32 of 32 people found the following review helpful
Broke after 1 month, waiting more than 7 weeks for Samsung to repair it!
on November 13, 2013
I bought this laptop, and after slightly more than one month the case around the screen started to come apart. It seems not to be held together by any screws, only plastic snaps, and the snaps were not holding.
I went on Samsungs website for customer support, and was told I would have to ship it (and pay for shipping) to them and then I had to pay them $60 to diagnose the problem. I said that didn't sound right, and that it should be covered by warranty, and why do I have to pay for diagnosis, especially when the problem is clear? The Samsung rep then told me what they just told me was wrong, and I would have to take it to a service center. I asked for the nearest Samsung Service Center, they said that they didn't have that information and could not tell me. I googled it myself. How can I figure this out myself in 1 minute on Google and a Samsung rep cannot tell me at all?
So I go to the Samsung Service Center and am told it will take 3 to 5 days to fix, maybe sooner, and they will call me. After 5 days and no call, I went back to the Center. They had not touched my laptop. They told me I had to pay $228 to fix it because of "customer abuse." I had taken very good care of the laptop and in no way, shape or form done anything to damage or drop it. They had said nothing about when I first came in and showed it to them about any concern that I had caused the damage myself. They had not called me in 5 days to tell me about the situation. They insisted they had called me, but when I produced phone records showing that they haven't (my smart phone keeps track of every call and every missed call, even when the phone is off) they went silent. The rep then got the manager of the Center who again kept insisting that I had broken it so had to pay $228. I explained again that I hadn't, that besides the case coming apart everything else was fine with the laptop physically--no scratches, dents, cracked screen, etc.
I asked to speak to manager's superior, and the manager responded by saying she would have to put in a request to get it fixed for free. Finally, a few days later I received a call from the manager saying it was covered by warranty and they would finally fix it and for free, but had to order the part and it would take 2 or 3 weeks.
After 3 weeks, I had heard nothing and called the manager. I was told the replacement part they received wasn't working and they were waiting to hear what to do. I waited another week, and called back since no one updated me. Manager told me the same story, still waiting on instructions on what to do since the replacement part wasn't working. Called again, and got same story. I asked to speak to her supervisor, but was told he didn't speak English. When I finally got him on the phone, he spoke English just fine. He promised to call me back in a few hours but never did.
Samsung has now had my laptop for over 7 weeks and have been unable to fix a simple defective case. Beyond that, I have gotten conflicting information, been asked multiple times by multiple people to have to pay different amounts of money for an issue that should be completely covered by the warranty, been lied to and been ignored.
I spent over $1000 on this laptop, had it little over a month, and have had it sitting broken at the Samsung Service Center for a longer amount of time. I have no idea when it will be fixed, if ever.
I can in no way recommend this laptop. I understand that any electronic company will have some products with defects, but am not happy at how quickly this laptop started to fall apart and the incredibly horrible customer service I have received in response to the issue.