Complaint to Samsung about x60 plus support

Dear Sirs,

I am extremely unhappy with the level of support I'm receiving for my x60 plus laptop. I bought it in December 06 and it has a Vista compatible sticker on it, I have had the following disappointing experiences with Samsung support:

- first I was told drivers were expected for the consumer launch of Microsoft Windows Vista - nothing appeared

- then my power supply blew up and it took over a month to get a new one, with at least 5 phonecalls and several emails to chase

- then I was told after vista launch that there were still no drivers

- finally I have just been advised there are no planned drivers for Vista, but maybe I should try drivers from another samsung laptop because the hardware components may be similar.

Can someone advise me IF ANYONE IS WORKING ON VISTA DRIVERS FOR THE X60 PLUS? All support responses so far have been extremely unhelpful, I would appreciate a considered response.

Regards
David Edge

CC http://forum.notebookreview.com/forumdisplay.php?f=1011

 

It is more a case of asking what support? We have seen one BIOS update in 6 months. They have the wrong drivers on the global download site (use the NT-X60plus).

My chief (and frequently repeated) complaint is that they have failed (I suspect they haven't even tried) to get PowerPlay working for the X1700 (which, when launched, claimed to offer improved power management). Now, maybe the X1600, which has working PowerPlay, would have been a better choice and that is what was advertised would be in the X60 plus.
The fact that this computer contained the X1700 came as a surprise to Samsung UK.

My other complaint is that the paint is wearing off my keyboard (see the attached). I have tried raising this problem with Samsung but their reply is that because it didn't happen within 3 months it is my problem, not theirs. Aside from the issue of fitness for purpose, I pointed out that my old X60, which I used for 8 months before passing it on within the family, still has no paint wear after 15 months so that is the quality I expect to see see in the X60 plus. My conclusion, it there is a quality control problem with the paint on my keyboard. Maybe Samsung don't have many quality control problems so they don't want to accept that things go wrong from time to time, but here there is a problem. [It may be more than coincidence that Samsung are moving away from painted keyboards to black plastic.]

I am wanting to find time to do some research into consumer legislation, but I think we could give Samsung a difficult time. (The benefit of using the electronic messaging system is that I have a record of correspondence). However, I think we have to aim higher than the technical support people whom, I assume, are paid according the amount of money they do not spend on fixing problems.

That said, I think the X65 looks to be a good machine. They have taken the good bits of the X60 plus (most of it) and changed the GPU manufacturer and the keyboard.

John

 

you're right John, I forgot to complain about powerplay. I'm just so fed up with the whole driver thing, I don't have any faith that anything will get sorted out for my laptop.

 

Did you already call Samsung ? It´s always good to actually talk to the responsible persons. If the person on the phone won´t help insist on speaking with the supervisor. It worked for me lots of times with Dell...

 

I dont think Samsung UK or any Samsung rep in Europe can do much. The Bios and drivers and all are not developed here. All in Korea and maybe China/Taiwan. I dont think Samsung makes their own mainboards so they need the manufactuere to help them.

Samsung Uk Rep talks to Samsung Korea Rep who talks to Samsung Korea developer who talks to OEM Manufacturer who tells his developer guys to make a new bios. Long chain....

 

It may be a long chain, but it is likely that the chain will be working on other things now that the X60 plus is being discontinued.

If, after over 7 months from release of this computer and it now being discontinued, there is no set of Vista drivers / software and no working GPU power management, what chance is there of this happening?

I've got a Vista upgrade but I haven't tried using it because no Vista drivers / software were provided.

John

 

I´d go straight to Samsung and claim some money back.... What´s the point of having Vista capability promised without the technical requirements beeing complied ? It´s not the customers fault that insufficent technical innovation inhibits him from getting what he paid for.... I´m sure you won´t have to talk to Seoul to make this point clear.

 

Yeah what I ment to say was that it wont work and calling Samsung UK is pretty useless.

Maybe the only way to get things going a bit is to ask for a refund. They promised something and are not deliverying. Tell them you will sue if you dont get a refund or the promised support of Vista.

Edit:*** I see someone else had the same idea

 

Go wave, go wave

 

quite a prompt response, I'm slightly re-assured with the apologetic tone...

 

did you send them the URL to this thread or did they know about it already?

And yes they are right. The Vista Capable sticker means nothing. But that they send you a Vista upgrade without drivers is not ok. Atleast in my vista upgrade info it told me that I will get a driver CD from the manufacture, and I did. Samsung made no such promise?

 

If you re-read the reply, IT IS OK. You can at least have a 640x480 display which is still Vista :-(

 

I did say CC the url at the bottom of my email to Samsung support, I don't know if they read it but I suspect they did.

One interesting side effect of posting this kind of thing on a public forum is the long lasting searchable nature of the information. For instance, if you search google for 'samsung' and 'complaint', this thread is the 9th on the page...

http://www.google.co.uk/search?hl=en&q=samsung+complaint&****=