Crash on Galaxy Pro 360 laptop

[useroNcJoS7gKH]

Dear Samsung Support,

I am writing to express my extreme frustration with the repeated issues I’ve faced with my Samsung Galaxy Pro 360 laptop, which I purchased just over a year ago for over $1,500 (I am a student!!). Despite paying a premium price and taking great care of the device, I’ve encountered significant problems with its performance three times within this short period.

Overheating Issue:
Shortly after purchasing the laptop, it experienced severe overheating issues, and I had to have the device replaced. While I was initially hopeful, this was just the beginning of my troubles.

Failure to Start – June 2024:
Earlier this year, the laptop failed to start altogether. I had to ship it out for repairs, during which I lost all my data. This was beyond frustrating as I was in the middle of my summer internship and left without a laptop—a critical tool for my work. The inconvenience and data loss were unacceptable, and I had hoped this would be the last issue.

Failure to Restart – October 2024:
Yesterday, for the third time, the laptop failed to restart. It took me 10 tries and a complete factory reset to get it working again. Once again, I lost all my data, including assignments I had worked on for an entire week. This has directly impacted my time, my grades, and my peace of mind. 

This repeated failure is unacceptable for a premium product. Not only have I lost critical data multiple times, but I’ve also lost trust in the product and your brand. I purchased this laptop expecting reliability, especially as part of the Samsung ecosystem (I also own a Samsung phone), but my experience has been anything but reliable.

Frankly, I regret not heeding my friends’ advice to purchase a MacBook instead. The trauma of losing data, the time spent troubleshooting, and the disruption to my academic and professional life have been overwhelming. I have to keep logging into all my accounts. I did not even have back up of things from the last few months!

Given this history of issues and the stress caused, I am requesting a full refund for this device. Additionally, I would like to know how Samsung plans to address the inconvenience and data loss I’ve suffered due to your faulty product. I have an assignment due tomorrow that I worked on ALL week! How do I re-do it again????

I have attached videos documenting the issues for your review. Please escalate this matter and provide me with a resolution at the earliest. I look forward to hearing from you soon.

[GaryB82 · Accepted solution]

Sorry that this has happened to you but since this is a user to user community and has no access to accounts or purchases you would need to reach out to Samsung directly for support with this.

https://www.samsung.com/us/support/contact/

[meself]

Correct me if I'm wrong but seems you are having a installation issue if so using a installation usb best option keep plugged in after installed maybe a hour or less to get thru the updates etc.. if your getting errors those would need to be looked up to see the cause

[useroNcJoS7gKH]

No I keep running into boot loops like this. Then I've to factory reset my laptop and I lose all data