Samsung R70 Warranty

Hey there I have just joined this forum to ask a question in which I hope to get an answer from.

I purchased a Samsung R70 laptop 9months ago(2days away) and already I see the keys removing. The D key on the laptops keyboard has been half removed and the other keys have been smoothed down.

I phoned Samsung and they said that it was down to general use, but surely you don't pay nearly £800 for a laptop that is rendered useless after just 9 months.

They said that they have never heard of such a case and they can't do anything for me. I am really annoyed at this considering I didn't really have the money to buy it anyway, I'm only 17 years old and it was for my study work.

Do I have any other rights along the lines of getting a replacement keyboard? I haven't used any spirits or any kind of liquid on the keyboard AT ALL. I'm really disapointed in the answer they have given me, I would understand if I had broken the screen by poking it or something but not from general 9months use. I have a 12months warranty in which this should be covered, I understand that they are saying it's just because of use, but surely the keyboard should last longer than the 12months period in which they promise to repair faulty products.

It's not my fault the keys rubbed off because I have never used any substances on the keyboard. My rights should still stand because it's a fault within their manafactured product? I don't go out and purchase a laptop and use it for a few months and can't use it because the keys are coming off from just typing now.

They treat their keyboard with special anti-bacterial 'potion' in which I think may have something to do with this. I used to play games alot on my PC and I used the same keyboard for 3years and not once did the keys come off or have a problem like this.

I use this to do work every night or so and this is what happens, and I don't think it's right.

Can anyone please advise me on what to do?

P.S - I live in the UK, and it's just the lettering coming off.

Thank You

 

The warranty protects you against defective manufacturing or faulty design.

It is normal for hardware to wear down, given reasonable periods of use. However, given 9 months, it sounds like your keyboard may be defective. You should call them and point this out.

 

Thank you for such a quick reply, I have already stated this to them and all I heard was "We have never heard of this before, I have asked my manager and he said there is nothing we can do" he then gave me another number which was to speak to the shop I purchased it from . The shop gave me the actual Samsung number in the first place and they contacted them for me and got no answer at all.

But like you said within 9 months of general use it's a silly amount of time for a keyboard to wear down. I will once again ring them again tomorrow and keep bothering them. If all fails does anyone know where I can purchase the keyboard from? I have searched high and low and there doesn't seem to be a replacement store or products online in which I can find NP-R70 keyboards.

Thank you once again

 

Throw the "I'll never buy Samsung again, I'll tell everyone I know, etc" threat at them if worse comes to worse.

 

Thank you once again lol, and I sure will because I really did love the laptop until this happened. But I will never tell them this hehehehehe .

I have put in a request online to get an answer and I said that I want a new keyboard, a new laptop or my money back. I am being firm considering I waited hours on the phone.

I will certainly never buy a Samsung product again, infact I was going to buy a new 50" TV from Samsung and then this happened. Lucky for Panasonic then hey .

Once again thank you and I will post back when I get a reply.

 

I think it is worthwhile following up using the defective manufacturing argument. It is abnormal for lettering to wear off a modern keyboard within one year of heavy usage.

The fact that Samsung say the problem is unusual strengthens the argument that your keyboard has a manufacturing defect. Even my very cheap Zepto keyboard which has now had over a year of heavy usage has all its lettering intact although some of the keys have turned from matte to shiny.

John

 

Well I messaged Samsung.com/UK support team with explaining that I have already spoken to someone from Samsung and they were no help at all. I also stated that it is a manafacturing fault and I should get a replacement of laptop, keyboard or money like I said above.

Surely they do tests for months by pressing the keys by testing the products before they go on a production line. This is a basic practice and I remember doing it in my first ever year of high school .
If their machines do the tests for months and I'm talking about really bad stress testing and there is no problem, then I obviously have a faulty product.

Also you stated that the letters should not be removed even in heavy usage situations. Also what if I was a news reporter out in Iraq and I took my laptop there, it wouldn't last a day with the sand. Surely they must take this into account before they manafacture their product. .

1 day until reply

 

I'm not saying that all the keyboards are vulnerable to the problem you are seeing. Otherwise we would see more reports of the letters wearing off. Maybe your lettering used a bad batch of paint or had some other quality problem. And, since it is not a common problem, Samsung support don't want to believe it is a problem at all.

Does your keyboard show other signs of heavy usage, such as smooth parts on some of the keys?

John

 

Yes I understand that and I have already taken this into account. I have just looked closely at the keys and yes most of them are becoming shiny and loosing their grip. They are smooth and I can see the glue in which the keys lettering was stuck down with, well it looks to be glue it could well be paint.

The space bar is also shiny but the only keys that remain OK is the top keys F1, F2 etc... It has two FN keys which is the shortcut key and I only use one but the other one is becoming smooth also. I am pretty much screwed if I forget the keys.

Thank You

 

I have just checked my emails and I have had no reply . I read a "PROMISE TO REPLY BACK WITHIN 1 DAY".

I then checked the ticket line and it appears my question has been deleted . I remember posting and sending the information :s so I have no idea why the ticket would be deleted?.

(Samsung have an online support system which gives you tickets so they can reply back etc...)

I sent another question with same text, I'm not going to be ignored like this, I am really annoyed with Samsung at the moment.

 

I can not agree with you more! They are really not helpful at all.