E-Mailing Samsung CEO Gets Reader Better Replacement Ultrabook

Last week, reader Mike wrote to us about his frustration with Samsung and his Ultrabook’s repeated trips to Samsung’s anti-repair depot. Many companies seem to keep similar facilities, or take a more efficient route and send technicians to your home to break your gadgets without the inconvenience. When we last heard from Mike, he was talking to Samsung’s Facebook team and also to someone higher up in the customer service food chain. kept us posted in the comments to his original post, and sent us this update.

Hey Consumerist! We did it!

That email I cced you in on to [Samsung’s CEO]? That is the CEO’s email indeed, and I’m sure seeing the article and your cc finally spurred some action!

I just got a call from [redacted] from Samsung’s customer relations, and she had mentioned she was calling on behalf of Y.K. Kim. She apologized profusely and said that what I’d been through was not how Samsung handles customer relations. She also said that I’d be sent a replacement laptop, and the one they had in stock was better than mine. Me, I’m picky about parts and I wish it had the same 128gb SSD that the original Series 5 came with, but a 500gb HDD with 32gb SSD cache will do the trick just fine.

I made clear that I’m glad that seeing the facts got some action and I wished I didn’t have to kick it to the media and so high up the chain. Initially, she had asked me to send mine back in, but when I expressed some uncertainty at what kind of accidents might befall my laptop in transit (again) she checked around, and got the OK to advance-exchange it so long as I could put a credit card hold on it. I’m fine with that – I just want this ended and to have a working laptop before I go back to NO laptop.

I wish I didn’t have to go to Consumerist and execute an EECB to get a real response, but given the failure of policy, it’s good to see someone say “our policy has not worked in this instance, so it’s time to make an exception.”

I’m still skittish about Samsung laptops but I’m not so concerned anymore about my Samsung TV or a future Samsung phone/tablet purchase, at least.

Thanks for posting my story, I have a feeling that without that I wouldn’t have so swift a response.



Edit Your Comment

  1. StatusfriedCrustomer says:

    Instead of… ? Instead of…?

    Oh, instead of nothing, I get it now. That is good news!

  2. Charles Edward Winthrop III, Esquire, Investigator of the Unknown Music says:

    Wish dealing with HP were that easy. We’re off to small claims against them with the daughter’s laptop.

  3. Pete the Geek says:

    “She apologized profusely and said that what I’d been through was not how Samsung handles customer relations”. I wonder if their warranty service is outsourced? That might explain some things. And to be clear, I’m NOT saying “offshoring”, I’m saying “outsourcing”, as in finding another company that can do some business function for them (and dozens of their competitors) at a much lower cost than doing it in-house. I’ve bought a lot of Samsung equipment over the years, so I hope they are still interested in providing good value for money.

    • Chuft-Captain says:

      Samsung has been a brand name, and little more, for years now. I had a TV, when LCDs were becoming all the rage. It was a 30″ HD widescreen, flat-screen CRT (yep, there’s a difference between flat-screen and flat-panel). I was holding out until the technology was better and cheaper. That TV started to have issues turning on, and I took it to their local repair place twice. They continually claimed to not be able to replicate the issue, even though it was readily apparent as soon as I would take the unit home and reconnect it for more than an hour.

    • MohnJadden says:

      The warranty service is insourced. I was directed to send the laptop at each juncture to SDS America, which when googled goes to a Samsung company site and its physical location looks to be either Samsung property or one very well-contrived corporate naming scheme. If they were outsourced reason would dictate that the outsourced company would go to great lengths to distance their client in order to insulate them, no?

  4. ScandalMgr says:

    I am in the midst of trying to get Samsung to exchange my dead Galaxy Nexus (outlawed by Apple in the USA) cellphone, and hope I do not have to resort to the same means.

    Whether successful or not, I will send something in about my experiences.

  5. Blueskylaw says:

    “When we last heard from Mike, he was talking to Samsung’s Facebook team and also to someone higher up in the customer service”

    Well there’s Mikes problem – involving Facebook and customer service when all he wanted
    was to get his Ultrabook fixed,

    • MohnJadden says:

      The worst part? Samsung’s phone reps were the only company phone reps I dealt with that took me at my word when I said I’d done X, Y, and Z – and they seemed to know what I was talking about. The tech reps were fine and dandy, the turnaround time on the “repairs” was impeccable, but an old adage goes: once is happenstance, twice is enemy action, thrice is failure on the part of the defense.

      I only went to Facebook, executive customer support, Consumerist, and their CEO when I was given a runaround and rigid adherence to an unmentioned part of a policy not provided to me when their warranty explicitly included what I was requesting: “repair or replacement.”

  6. anime_runs_my_life says:

    So their BS about going to social media voiding the warranty is just that, BS? I certainly hope you got that cleared up.

    • MohnJadden says:

      It’s 100% not spelled out in the warranty and I was ready, willing, and able to request that in writing. The warranties I linked in my original Consumerist beg-for-help post didn’t note anything about “we reserve the right to change without your consent at any time without recourse” and this would have been a real nice material change to a contract.

  7. TastyBeverage says:

    I wonder if redacted is a nice person