Q320 trapped dust under screen :(

So the other day I noticed a moderately sized piece of dust or debris trapped under my screen

I called Samsung support for the first time:

- 1st call: was told to call next day on Monday since their Tier 3 support was not available at that hour

- 2nd call: was first told to try 'compressed air' despite my telling them 2 or 3 times that it was trapped under the screen; then was advised to bring it to the store I bought it from for 'inspection'; I called the store to make sure I was told the correct information and the store told me they don't do that;

- 3rd call: was finally told that I could send it in

I'm keeping my fingers crossed that it comes back fixed with no new issues, and that it doesn't take too long...

 

OMG my notebook still isn't ready. It was delivered to their facility on Nov. 11th. I checked the status of it online and it says that only on Nov. 13th was it ASSIGNED to someone to work on it.

At least with Dell, they had fast turn-around....

 

how did the dust get there?

 

I don't know. Maybe my display isn't completely sealed and it got in there....or maybe it was there from the start but not in an obvious position and then moved.

 

I am NOT impressed with Samsung's repair process.

It is now 1 1/2 weeks since they received my notebook and it still isn't ready.

Moreover, their online status page shows:

. Assigned Date November 13, 2009 (UPS shows that they received the unit on November 11, 2009--what did they do for a full 2 days before assigning?)

. Estimated Completion Date November 17, 2009

Is this typical of their service?

 

So I called Samsung up today again, and this time I got a bit more info: they are waiting for parts before they can fix it.

I guess instead of cleaning out the debris, they might be replacing my display?

 

Possibly. Which may be good because you may end up with a better display from your original.

 

I FINALLY got my machine back, but it is now WORSE than before!

I 'only' had 1 piece of dust trapped under the screen. Now I have 5 - 6!

I am going to call them and ask them to replace the entire display assembly or give me another machine.

This is ridiculous!

 

They tell me they will contact the Service Centre to find out exactly what was done and will let me know what they will do to rectify the situation within 24 - 48 hours via e-mail.

 

No e-mail was ever received from them, so I called them AGAIN.

This time they asked me to send it in again. This was on Friday December 4th.

They received it on Monday December 7th, and on Thursday December 10th it showed 'completed date of December 10th' but I didn't get any tracking number.

I called them to inquire and they said again that they would call me back with the status.

Today Monday Dec. 14th I called them and they said it isn't ready, but they are waiting for parts (AGAIN????).

You'd think the month in total they had my machine they would have received the parts for it.

I AM NOT HAPPY WITH SAMSUNG SUPPORT, AND WOULD NOT RECOMMEND ANYONE BUY A SAMSUNG PRODUCT BECAUSE OF IT.

 

Guess what, it is January 4th, and THEY ARE STILL WAITING FOR PARTS.

I sent a letter to the President of Samsung and copied Ellen Roseman, a personal finance and consumer affairs columnist with The Toronto Star newspaper.

I will update this thread with Samsung's response, hopefully with a happy ending.

 

I received a response from Samsung the other day apologizing for my inconvenience.

They are sending me a replacement unit via UPS and it should arrive today!

I am glad they rectified the issue, but I shouldn't have had to send an e-mail to their president to have it resolved.

Hopefully they have sent an acceptable replacement. I don't know if it's a new unit or refurbished.

I will update this thread tonight after I un-box it.

 

I got my replacement notebook (refurbished), BUT without an AC charger/adapter, the driver discs, and manuals I sent with my original one.

I called their support line and they said they e-mailed the service centre to get those items to me. I also e-mailed the person who responded with the news of my replacement after I escalated to their President.

To this time I haven't received an e-mail or phone call telling me the tracking number of the missing items.

Hopefully this won't take another two months....

 

what machine was the replacement unit? another q320? sorry to hear of such bad experience with samsung support. the q320 for me so far has been spectacular...

 

Yeah, it's another Q320. Have you had to use their service center yet?

 

thankfully no... did they at least give u a better speced machine since it's refurbished tho? it should be the right thing to do.

 

nope--exactly the same specs.

I thought I should have gotten something in compensation because of the two month delay.

I'm just happy to get a unit back that I can sell. The Asus N81VP I got recently is really nice, plus their service centre is tops. I had them replace the keyboard for me already and it took them less than a day! (I dropped it off and picked it up later in the day as it is not that far from me.)