Customer Ratings & Reviews

SUMMARY: Not a no-cost warranty, and Best Buy's policy's are TERRIBLE. If machine has problems expect many hours of abhorrent support from Samsung before you will have to ship it back to them, at your cost. Don't buy this thing. Much research done prior to purchase. Samsung seemed to be producing decent machines, although some people have problems, but not an alarmingly large number. Machine was easy to set up and get running. Was very happy with the features and functionality. After about 3 weeks, the problems started. Wireless connection would drop sporadically, especially after resuming from sleep. This required a restart for wireless network to work at all (with any network). No issues with other devices on same wireless network. Direction from Samsung - wipe machine. Did so, no change. Around week 5, machine started to freeze at random times. When frozen, no input at all worked (mouse, touchpad, touchscreen, keyboard). Requires hard reset (hold power button for 10-15 seconds). Multiple calls to Samsung resulted in many hours of misdirection and lost service tickets. Finally had enough and escalated to a manager who insisted that the only recourse was for me, at my cost in shipping materials, to ship machine back to them where they will diagnose and potentially charge me if they determine there is no problem. This is not a 1 year parts and labor warranty. Best Buy was no help at all. I am no pursuing refund through American Express due to dispute charge (misleading warranty). AMEX agrees that the purchase seems to be stating warranty fraudulently.

I got my new Chromebook Pro from Best Buy on June 7, and the Bluetooth died on June 28. Since I'm not an Elite member and I had the unit for more than 15 days, I had to use Samsung for repair. Samsung emailed me a 2-day UPS return label, and said I'd have my repair/replacement in 3-5 business days. I dropped it off at UPS the same day (28th) and confirmed delivery was the morning of the 30th. So far so good... Today (July 5), one week after shipping the unit back, I called the repair facility for an update. The 3-5 day turnaround had turned into "7 to 10 business days" and "you should get it back a week from now" (July 12). The Chromebook Pro was great when it worked, but I expect a $550 Chromebook to last more than 3 weeks and be quickly replaced if it does have problems in the first month. I shouldn't have to buy a $120 Geek plan before Best Buy allows a 30-day return for failing gear. Would I return it and buy something else at this point if I could? Yes! Chromebooks are above all reliable. This Samsung model isn't. Will I buy my next Laptop at Best Buy? Not with this return policy.