Galaxy Book 5 360 Pro BIOS error and occational unresponsive screen

[userlQ1mpzieii]

I am very disappointed in having issues with my Galaxy Book 5 360 Pro laptop that I haven't even had for 30 days yet. I keep getting a BIOS error saying the update stopped ( laptop is charged actively or over 50% charge), and occasionally, when I select something, either with my hand or mouse, it's unresponsive. Samsung refuses to consider a replacement unless I send it for repair, which can take weeks. I need my computer; not having one for weeks is not an acceptable solution for something I just bought. 

[Samsung_Moderator · Accepted solution]

Hello! Thank you for reaching out! I would recommend if possible to attempt a factory reset on the laptop. And backup any important data. If this does not help, service would be required. Depending on your warranty, you will have a few options. 

- If your device was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service processed. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.