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Galaxy Book Pro 360 - screen cracked without any misuse

(Topic created: 01-16-2022 03:23 AM)
userLg834UFPGj
Asteroid
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Crack right across the screen. Product seems to have a design flaw. I purchased the 15' screen version in Nov 21 and have only used on the desk in my home office. Opened the laptop yesterday and found a crack across the screen. I went back to the retailer and was informed that it is highly unlikely it will be repaired by warranty. Very disappointed. Would be pleased to receive a reply from Samsung on this as there are many others who have had same issue with this model.

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Samsung_Moderator
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Hello! I understand how this can be frustrating with your screen cracked, this is something that will require service, you have a couple of options based on your warranty. 

 

- 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 to have service processed
- 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.

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Seachief
Constellation
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Yes, I have just had this issue. Light use around the house here and no impact or drop. Suddenly there's an S-shaped crack visible in my screen when it's powered off. The crack is absolutely invisible when the screen is powered on (for now, I'm sure). I did buy Samsung Care+ which I expect to cover this if the warranty per se will not. Very disappointing....I'm sure if I traveled or commuted with the SGBP360, this would have happened even sooner. There appears to either be a screen reliability/quality/flex-resistance issue or there is a lack of rigidity in the ultra-thin and super cool frame of this ultra thin laptop/tablet.

userB49D2K3acB
Constellation
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My 13 inch Pro 360 screen also cracked in about a month or so.  Haven't contacted Samsung yet.

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Samsung_Moderator
Community Manager
Community Manager
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Hello! I understand how this can be frustrating with your screen cracked, this is something that will require service, you have a couple of options based on your warranty. 

 

- 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 to have service processed
- 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.

userLg834UFPGj
Asteroid
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Community Moderator - Thank you for your reply. I have sent you a PM. Currently my damaged laptop is with the retailer awaiting repair assessment. I shall advise you and this forum of the outcome.

userRHcT2Uhzaa
Constellation
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Bought mine straight from Samsung website and screen cracked after 45 days of light use.  Called Samsung and they told me that it would not be covered under warranty, but send it in.  Once they got it, their tech team called and said it would be $409 to replace the screen.  I was real heated, so I made a bunch of phone calls to Samsung to receive the same outcome in the end.  Pay or they will send it back to me as is.  I have been a long time advocate for Samsung starting with my first purchase of the "SKYROCKET" phone.  Then bought every single note and galaxy phone that came after that.  Paying full retail out of pocket straight from their website everytime.  So I feel some kind of way when they cant take care of my manufacture defective screen on a $1500 computer that is only 45 days old.  Any way...as soon as it comes back to me from tech team it will be going on EBAY!!  I will lose almost a full $1000 on this transaction...SUPER **bleep** SAMSUNG!!! **NOTE** it was by far one of the best performing Samsung devices that i ever owned in these last 10 years of purchases***

ArtDesk
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Is this the 15 inch model that is cracking? I have the 13 inch and so far so good since May. I'm trying to imagine how that could happen. Heat issue maybe? My screen is sturdy and gorgeous.

My issue is with quick share, 2nd screen and the connectivity is sketchy sometimes but these problems are Windows updates. Every update the experience gets worse.
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ArtDesk
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Is this the 15 inch model?
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ArtDesk
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That's the one i have but my screen is not flimsy at all. It's pretty solid. I'm in shock about your screen. Does your laptop get hot? I keep mine elevated on a laptop stand so when the fan turns on there is good circulation. Mine has gotten hot a few times when i first got it. Stuck on a window sill, open window, to cool it down fast.
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ArtDesk
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That's what i was thinking. A hit or miss on build quality. I wish you the best. It's frustrating as heck to have any problems. Read today in PC Magazine Apple devices, particularly iPhone has 130 problems. They said iTunes has 200. They were advertising software too fix them not Tim Cook taking responsibility. I had no idea they had that many problems.

The brand new MacBook the notch is covering the top menu options making functionality nonexistent. It is alway something and many times consumers are left on their own to fix them after shelling out big bucks.
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