In February I bought a Samsung Galaxy Book 360 convertible laptop from Currys and paid £1,279.
After a couple of months, while sitting at a table overnight, two small cracks appeared on the screen. I have never dropped or damaged this device.
Baffled by how this could happen, I began searching online, only to discover that hundreds of people had apparently reported the same experience.
There are forums on the Samsung website with post after post about people’s screens breaking on their own.
There are people who have bought two devices and it has happened to both of them, as there are also those who have had your laptop was repaired or replaced only for it to happen again.
I took the matter with Currys and Samsung and both have refused to help me. Currys complaints team keep telling me it must be accidental damage and therefore I need to pay.
A member of Samsung’s support staff told me that “you can’t believe everything you read on the Internet” when referencing all the posts on the company’s own forum.
I believe these laptops have a serious design flaw and I want a refund.
JB, By email
Having seen this, it’s hard not to conclude that there is a problem with the Galaxy 360. There are tons of people complaining about the exact same problem.
On that basis, I asked Currys to review his case a second time and he has now turned a corner.
Tells me: “We are sorry to hear about the frustrating situation JB faced with his tablet and are pleased to report that the case has been resolved with our customer receiving a full refund and goodwill gesture totaling £100.
“We are also informing our teams internally to ensure that they are well informed and that this situation is not repeated.”
I also asked Samsung about their letter, and they didn’t really respond to the accusation that their laptop isn’t as good as it seems.
He says: “At Samsung we stand behind device quality and take customer concerns very seriously. We have investigated JB’s claim and are sorry to hear of his negative experience, but are pleased that it has come to a satisfactory conclusion.”
Will that give others the confidence to buy this product? I’m not sure that’s the case.
Others take note.
We accept letters, but we cannot respond to them individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Include a daytime phone number. The sending and publication of all letters is subject to our terms and conditions.