Samsung NP900X3A Reviews

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UPC - 036725727410
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Samsung NP900X3A Reviews


.... August 11th, 2011


DO NOT PURCHASE THIS, OR ANY OTHER COMPUTER, FROM SAMSUNG!

I purchased the Samsung Series 9 Laptop computer for $1500 five weeks ago from Best Buy. I have always bought Dell equipment for business, but was impressed with the beauty and speed of this very thin computer. Since I needed a new laptop for the road, I silenced my better judgment. On it's first big test - a week long business trip - my month old laptop computer stopped charging! Since I had a Geek Squad warranty and tech support from Best Buy, I immediately went to this store in Chicago, only to find that they had no Series 9s. By then I had determined from a CompUSA live display of the Series 9 that it was a problem with the charger, not the computer or battery. Unfortunately, NO universal changer will fit this small. In addition, Best Buy informed me that there was no such thing as overnight shipping with Samsung and it would take about seven business days to get a new charger. They ordered one to send to my home. It's now been 9 days and my new laptop has been a Samsung BRICK for 8 of those days, putting our clients at both substantial inconvenience and significant risk. AND this is not the half of it! I also called Samsung technical support as soon as this charging problem began. Since I knew it was only a charger I needed, this seemed the like the most simple of fixes. I asked for them to simply get a charger off the shelf and overnight it to my Chicago hotel address - even at my expense. The response of two tech support reps, one tech support manager and an executive customer relations rep - after HOURS on the phone? Absolutely NOT! They first wanted me to ship them the whole laptop, along with the charger, and noted it was against their policy to send me the charger only. Next the Technical support manager suggested that customer with requests like mine might be lying and trying to steal a back up charger from Samsung. Finally, the "Customer Relations" - quotes are used here since this was only the name of the Samsung department and not a reflection of intent to create or sustain a valuable customer relationship - offered to mail me only a charger. However, she then insisted again that overnight mail was NOT possible, that it would take 5 to 7 days, and then suggested that it be sent to my home. When I got back, still with no charger, I tried to get help from the Best Buy store that sold me this computer. The answer? There is a charger on order and it's against our policy to take a charger out of a new box. After 45 minutes of waiting and negotiating, the Best Buy manager finally relented and gave me a new charger, though he clearly thought of it as a BIG favor. With all of this in mind, it is our STRONGEST RECOMMENDATION that you DO NOT PURCHASE THIS, OR ANY OTHER COMPUTER, FROM SAMSUNG! This recommendation is, of course, most important if you use your laptop for business. If something goes wrong, Samsung will not only refuse care about you and your business needs, they may imply that you are a liar and thief for "good measure". In 25 years of business consulting I have can't remember WORSE CUSTOMER SERVICE. The upside is that now I have an absolutely perfect example of �what not to do� when providing our clients with Customer Service experiences in newsletters and seminars. What works for us? Dell Computers and their Gold Tech Support...Got a problem? Just three rings and your talking to a well trained smart US technician... no phone wait... no hard-to-understand foreign script-reader... and, if the problem is not resolved, next business day on-site repair. AND this is cheaper than Best Buy's inadequate (that's a whole other story) Geek Squad services.
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