Samsung forum: Brand new 9 series laptop arrived broken & need replacement

by: swrobel May 2, 2011 10:50 AM PDT

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Brand new 9 series laptop arrived broken & need replacement

by swrobel - 5/2/11 10:50 AM

I bought a brand new 9 series laptop and after waiting through the backorder period, I finally got it on Friday April 15. I opened it excitedly, but alas, the touchpad was installed wrong and wouldn't right click. I called Samsung per the huge sticker on it that said "WAIT! Call us before calling who you bought this from" on the monitor and was told that I'd need to send it in for repairs and that I'd be emailed a shipping label. I didn't get the shipping label all weekend and on Monday I find out it was sent REGULAR US MAIL! So I wait until Friday the 22nd and finally get the shipping label and have to drive to a UPS store that's open late enough to send it at that time. Last Thursday (the 28th) I get a call from a guy at Samsung saying that the laptop can't be repaired and I'll get a new one via express shipping and should have it by today (5/2) or tomorrow. I call this morning to get a tracking number and I'm told it hasn't shipped and won't ship for 7-9 business days and I'll get it UPS Ground. Come on, Samsung, what gives with the terrible customer service?! The woman I talked to just kept saying there was nothing she could do and this is the way things are done. If this is the way things are done, then I won't be buying Samsung again, that's for sure. I know Apple would've taken care of me ASAP.

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