I, Supriti Chatterjee, purchased a Samsung laptop on 31st of january, 2025 which was then delivered to me a week later (Model No. NP730QED Galaxy Book 2 360, Service Order No. [protected] ) with the expectation of durability and reliable performance, especially considering the premium price of approximately ?80, 000(after discounts).
However, within a relatively short period of normal usage on 19th april 2026, I noticed a hairline crack on the screen that appeared suddenly and without any external cause. The device is as good as new, no scratches, no marks, nothing.
Upon noticing the issue, I immediately contacted Samsung customer care and registered a complaint.
I was informed that a technician would contact me within a short time.
After repeated follow-up, I received a call from a technician who, without physically inspecting the laptop, informed me that the damage would be treated as “physical/impact damage” and would not be covered under warranty. They asked for closeup photos of the crack mentioned as well as photos of the edges of the device in question. I shared all of them.
Subsequently, after a lot of back and forth discussion I received an official email from Samsung on 5th may, 2026 stating that free repair would not be provided and I was offered a discounted repair cost of approximately ?18, 955, against a total estimate of ?25, 273 (i.e, a 25 % discount on the repair)
They even said that the device has good market response and that it has good feedback from customers already using it. They are infact, providing the discount as a "GOODWILL GESTURE" and not because there is actually any issue with the device itself. But, I have come across numerous such cases during my research on the issue (the links of which are attached below).
Galaxy Book3 360 crack without damage
https://eu.community.samsung.com/t5/computers-it/galaxy-book-3-360-cracked-scree...⇄
Galaxy Book2 Pro 360
https://eu.community.samsung.com/t5/computers-it/another-broken-screen-samsung-g...⇄
Fragile Display Complaint
https://r2.community.samsung.com/t5/Samsung-Online-Store/The-fragile-display-of-...⇄
Consumer Complaints
https://www.consumercomplaints.in/samsung-galaxy-book-4-360-laptop-screen-cracke...⇄
Media cases
Is my Samsung laptop not all it’s cracked up to be? | Consumer affairs | The Guardian
Reddit discussions
My Samsung Book5 Pro 360 screen just cracked for no reason! : r/GalaxyBook
Samsung book5 360 Screen cracked, faulty : r/GalaxyBook
Never buy Samsung Laptops. I own 26 Samsung products. My Galaxy Book 5 Pro 360 screen cracked on its own. Samsung refused warranty, ignored me for weeks, and I ended up paying to fix their defect. : r/GalaxyBook
In my case, the laptop was purchased at approximately Rs. 80, 000, and now I am being asked to pay nearly Rs. 19, 000 for repair. This raises a fundamental concern:
If a device develops such issues within a short span, and the resolution is to bear 75% of the repair cost even slightly beyond warranty, does this imply that consumers are expected to either:
(a) incur heavy maintenance costs annually, or
(b) replace their device every year to remain within warranty?
This is neither reasonable nor acceptable for a premium product.
If the issue is indeed recurring or structural in nature, there is no assurance that the same problem will not reoccur shortly after repair. In such a situation, repeatedly investing Rs. 20, 000-25, 000 in repairs becomes unjustifiable.
In light of the above, I respectfully request to
Direct the company to provide free inspection and repair/replacement of the defective screen
Acknowledge the issue as a manufacturing/latent defect rather than physical damage and provide the assurance to take accountability if the same happens in future
Provide compensation for mental harassment and inconvenience caused
Take appropriate action for deficiency in service
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