topic Re: Broken Laptop delivered by Samsung shop in Samsung Online Store

Broken Laptop delivered by Samsung shop

JejuIsland — Mon, 19 May 2025 04:20:28 GMT

Yesterday I bought galaxy book 4 from Samsung shop app directly with priority delivery.

I was delivered same day.

Now the problem, it was damaged inside the package. Little to no damage on the package, but the laptop is damaged on 1 corner.

I requested for a replacement, but customer care has raised a repair request and saying the engineer will visit and check first, for replacement.

Things to note:

I have the full video of unboxing, so I don't understand the role of service center guy.

Service center accepted the request from Samsung, but hasn't assigned engineer till now.

No proper timeline, and I can't take the laptop to nearest store and get replacement.

The laptop is full metal casing. The picture shows the damage near the hinge, but on other side near screen also there is a dent.

I haven't even turned it on after seeing this damage. Dont want them to say i broke something for the screen.

Re: Broken Laptop delivered by Samsung shop

Samsung_OneUi — Mon, 19 May 2025 04:22:42 GMT

Do you have the unboxing video?

Re: Re: Broken Laptop delivered by Samsung shop

JejuIsland — Mon, 19 May 2025 04:24:19 GMT

Yes

Re: Re: Re: Broken Laptop delivered by Samsung shop

Samsung_OneUi — Mon, 19 May 2025 04:35:26 GMT

Wait for customer helplines response, show the video to that engineer who will come to see your laptop, If they will not replace the laptop you can go to consumer court with that video.

Re: Broken Laptop delivered by Samsung shop

Shonzzzz — Mon, 19 May 2025 04:34:44 GMT

https://r2.community.samsung.com/t5/Galaxy-Gallery/Re-portrait/td-p/19363667?src=ShareByUserCMNice post ❤
please like my post 🙏https://r2.community.samsung.com/t5/Galaxy-Gallery/s24-fe/td-p/19464538?src=ShareByUserCM

Re: Re: Re: Re: Broken Laptop delivered by Samsung shop

JejuIsland — Mon, 19 May 2025 04:35:50 GMT

Yes I plan to do that

Re: Re: Re: Re: Re: Broken Laptop delivered by Samsung shop

Samsung_OneUi — Mon, 19 May 2025 04:36:47 GMT

If possible, hiddenly from another phone, make a video of that engineer whatever he will say record it.

Re: Re: Broken Laptop delivered by Samsung shop

JejuIsland — Mon, 19 May 2025 04:37:33 GMT

Not required here.. totally unrelated. You can do this on post related to picture. Dont spam. This post is posted on services related to samsung online store. Your comment about photography can go to relevant channel please

Re: Re: Re: Broken Laptop delivered by Samsung shop

NOMAĐ — Mon, 19 May 2025 05:13:11 GMT

These shitheads are everywhere in the community.

Re: Broken Laptop delivered by Samsung shop

cs_member10 — Tue, 20 May 2025 10:03:23 GMT

Dear Samsung Member,

Greetings from Samsung Customer Support!

We have checked and found that your case has already been highlighted to our service center team. Your product request is still in progress, and an engineer will shortly contact you with further updates.

Warm Regards,
Samsung Customer Support

Re: Re: Broken Laptop delivered by Samsung shop

JejuIsland — Tue, 20 May 2025 13:01:24 GMT

An engineer visited me on behalf of Samsung service center. As per the Servkce center, they raised request for DOA, but waiting for Samsung to approve.

What is this process? 1 person checks, another will approve, 3rd person will collect.. then 4th person will bring the replacement?

And all this after I have given definite proof using unboxing video and cctv footage at the time of delivery as well.

The slow and delay process is not expected. Specially with too and fro and everything is delayed mostly from Samsung's end.

Re: Broken Laptop delivered by Samsung shop

JejuIsland — Thu, 22 May 2025 13:43:26 GMT

After a very long, painful and constant contact and nagging with customer support, finally got the replacement