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Galaxy Book Pro 360 Problems

(Topic created: 07-22-2021 05:12 PM)
user0id2hjhQIQ
Astronaut
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Hi!  My machine is only 6 weeks old.  When I opened it, I though, Wow!  Beautiful, but the top is so thin and flexible, it seems flimsy.  What I love: the chipset is fast and runs cool.  Great! It hardly ever runs the fan, so quiet and no noise.  But to my horror and for the first time ever in my life, and after only 6 weeks, the computer screen cracked.  Nothing happened to this machine.  I am extremely careful.  I have never broken a screen on any laptop or tablet and only once on a phone.  Has anyone else had this problem.  Now, I'm scared to move it!  This is only my second Samsung product.  Ten years ago, I bought an expensive Samsung TV -- within a month it's light burned out and their repairman replaced it, but the cabinet never stayed together again.  I have to tape it with packing tape.  Yikes. 

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SamsungJam
Community Manager
Community Manager
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I understand the frustrations and would be happy to look into this further.  Has the device already been sent in to a service center?  If so, could you send me a private message with any transaction numbers that you may have?  You can click my name and send me a private message that way or you can use this link http://bit.ly/2ihPL97


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User_name
Black Hole
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so it just cracked out of nowhere?.. i'd take it to nearest service center and let them take a look at it 

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userhP7lRJmeL4
Constellation
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I had the exact same problem, I'm sure it's a problem from the manufacturer. The screen cracked approximately in the middle (bit on the right of the middle), never dropped the device, always been super careful with it.... ! 

userhubDAu4rjN
Astronaut
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They are charging $400+ to replace the cracked screen. Such a scam!

useroGaTbyOqEE
Astronaut
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I did not drop, strike, or otherwise abuse my Galaxy Book Pro. I used it gingerly, the way I do when I have a shiny new gadget. I do not know exactly when the crack in the screen occured. I never heard a sound or detected any stress. I can only assume the extreme thinness of the screen/lid results in torque/bowing even under normal use.

I had owned the machine for 13 days. Unfortunately, I didn't contact the retailer for a few days. The return window was 14 days. Checked the warranty and "cracked screens" aren't covered. Contacted Samsung support via chat which was utterly useless. Even though it's not their fault, I'm going to try appealing to a manager at the brick and mortar retailer where I bought it.

In  case it's useful to anyone, here's some information from consumer reports.

Along with companies’ express warranties, you also have “implied warranties” under state law. The Uniform Commercial Code, a set of laws adopted in much the same form by all states and the District of Columbia, provides an automatic “implied warranty of merchantability.” That unwritten protection guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of time. What’s “reasonable” depends on the type of product and the amount you paid.

But here’s where it gets complicated: Most states allow companies to negate, or “disclaim,” the implied warranty by conspicuously disclosing that a product is being sold “as is” or “with all faults,” or by simply stating there’s no implied warranty. And manufacturer warranties typically do just that. “In my opinion, every warranty you see is taking away rights you would otherwise have,” says Richard Alderman, director of the University of Houston’s consumer law center.

Eleven states (Connecticut, Kansas, Maine, Maryland, Massachusetts, Minnesota, Mississippi, New Hampshire, Vermont, Washington, and West Virginia) and the District of Columbia prohibit consumer products from being sold “as is.”

Luckily, my state is among those that doesn't allow companies to negate implied warranties. I'm hopeful this and my state's aggressive Attorney General will lend me some leverage. 

userXqRmnOkcPt
Astronaut
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I just had the same thing happen to me a week ago. Siddenly a hairline crack showed up and propogated across the upper left portion of the screen. Like you, always handle very carefully - never leaves my house and always moved carefully, and I also always open the lid only from the center (so there is no torquing).

userPRUJwXrt5w
Constellation
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Computers

I just discovered the same issue  (cracked screen left upper corner) with my 4 month old galaxy book pro 360 15".  Never dropped or abused it, no scratches or marks .   I'm so upset.  

MsBri1
Neutron Star
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Hello, We apologize for the frustration and would suggest sending the device in for a service repair. To proceed with the service aspect please send the full model code and the serial number of the Book in a private message here for a review of service options available- https://bit.ly/3p4UuiW


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user2zigNePWJl
Constellation
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Are these cracked screen issues occurring on the 15" model, 13" model, both?

user0id2hjhQIQ
Astronaut
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Mine is 15". Good question!