Samsung Laptop NP550P5C-S02IN - Utterly Disappointed

I am not sure whether this is the right place to post my grievance but this is the only forum that I found that was directly related to Samsung Laptops (if there is an official Samsung laptop forum, can someone please guide me to it).

I bought a Samsung Laptop NP550P5C-S02IN in the second week of August for around $1100. This appeared to me that best laptop in their range with i7 processor and numpad.

In less than couple of weeks of use, the "i" key on the keyboard came off. I was very disappointed by this because based on my previous experience with Samsung products, I have found their quality to be good and durable.

I contacted Samsung India customer support on 17th August and filed a complaint with the reference no. 8423803375. They told me someone from the technical department would contact me. I waited for 4 days but no one called back. After several frustrating calls to their helpline, finally someone from the technical department called me back and prior to that a Samsung engineer visited my office to inspect the laptop. I was then promised that the entire part containing the keyboard would be replaced at the earliest (to quote exactly: 3-5 working days). It has now been over 12 working days and the only response I get from the Samsung engineer is that the keyboard part is not available so the only option I have is to get a refund or replacement laptop by contacting their helpline. Subsequently, I contacted their helpline again and again, and I am only getting same responses that a superior representative will call me but no one calls back. I am tired of waiting and am facing extreme inconvenience because the damaged keyboard has reduced my work efficiency.

I have no intention of taking a replacement laptop because I have several customized softwares and lots of data. It took me around a week to transfer my settings / data from my old HP laptop to this new laptop. Going through all of this again is the last thing I want to do.

This is a nightmarish experience and I would now think ten times before buying any Samsung product again. I have used laptops of almost all major companies and I have never seen customer care and post-sales support as worse as this.

I will try another few times calling their helpline and trying to get a solution (I am very skeptical that this will happen based on the behavior of the helpline staff). If there is still no solution, I will be left with no option but to approach the consumer court.

I am hoping that if someone from Samsung reads this forum, they might possibly want to resolve this matter before it goes too far.

Regards,
Harshil Zaveri

 

Availability of spare parts for recently released models is often an issue for any brand and type of equipment.

I would personally accept the replacement machine provided that the HDD with all the installed software is swapped over. This should be a five minute job for anyone competent with a screwdriver.

John