|Chromebook Cracked Screen Issue||Cierra Bolin||6/14/13 6:35 PM|
I am super interested in purchasing a Chromebook, and I was sold on the Samsung. But then I started doing my homework, reading reviews of this product. There are TONS of reports of Samsung Chromebooks that spontaneously crack screens.
I understand that there are issues with hardware, and that new products go through a development phase, but I am super bummed that Samsung refuses to acknowledge the issue. I don't think I'm going to buy a Chromebook until they at least acknowledge that they are addressing this issue.
Here's my question: Is there a way that I can purchase a Chromebook from a retailer that will allow returns from defects like the screen cracking issue? Has anyone had experience with this?
Just for fun here's a transcript of my conversation with Samsung:
Please wait for a Samsung Agent to respond.
You are now chatting with 'Anderson'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is LTK111790208841X
Anderson: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
|Re: Chromebook Cracked Screen Issue||wboz||6/14/13 7:21 PM|
My personal opinion is that physical hardware that breaks under normal use needs to be covered under warranty. If you turned the steering wheel on your car to the left all the way and it snapped off, that would be covered (and you'd go, DUH! of course!).
That said, it is apparently Samsung's opinion that if you open or shut your Chromebook too quickly, and the screen breaks, that's your fault and your problem.
There's a reason a MacBook Air has an aluminum body - because a flexing lid can crack an LCD screen. And it has a warranty that almost certainly covers a cracked screen without an impact mark. And ... there is a reason a Macbook Air costs $1000 instead of $250 :)
I worry about the same thing with my Acer. It does flex, and I do think if I'm ever inattentive, too fast, or try and open it from the corner instead of the center -- it could easily crack. I will be upset if this happens. However, for $200, if it lasts for a year before this happens, I'll be actually OK with it. I suggest you consider the same sort of price/longevity tradeoff and see if that causes you to change your decision or continue to stay away.
And among other things, one constant in the tech industry is, if you wait long enough, they'll make a better/smaller/cheaper one :)
|Re: Chromebook Cracked Screen Issue||Joe Ellett||6/14/13 11:08 PM|
Cierra, if there's a Best Buy near you they probably have at least the Samsung ARM and the Acer C7 on display.
The C7 isn't quite as thin, but it's still a very portable device, it's more powerful, and it's $50 less expensive than the ARM. If you're worried about screen breakage, I don't think there's a single report of a C7 screen breaking on Chromebook Central.
If you look at all the Chromebooks available now, only the ARM has had major screen breakage reported. All the other models from all manufacturers seem to be very reliable.
By the way, if you'd like something with a larger 14"screen, Office Depot has the 2GB HP Pavilion Chromebook on sale for $279.99 and the 4GB model for $299.99. And there's an HP $50 rebate good for purchases through June 22nd.
That means after the rebate you can get a machine with a much larger screen, more power, a really high quality webcam, Altec-Lansing speakers and twice the memory for the same price as the Samsung ARM. This is the first time I've seen an aggressive sale on the 4GB HP, and if I didn't already have the 2GB model (which I love), I'd be ordering the 4GB HP from Office Depot right now!
|Re: Chromebook Cracked Screen Issue||wboz||6/17/13 8:03 AM|
The 14 inch HP is much less portable than either the Samsung or Acer. It's more of a desktop replacement or a "coffee table computer" that rarely moves around. That's not bad, it's just different. 14 inches is a good size for a display; you can get real work done without squinting.
My dad has a 14 inch Pavillion (Windows 7), so I can confirm a few things. First, the display is not very good. It's relatively large with 1366x768 resolution .. so like the Acer, it's a bit hard on the eyes. This won't bother everyone. Second, the build quality is quite strong. It is not a "ruggedized" computer by any means, but it looks very likely to hold up to normal use for many years. The keyboard, trackpad .. these "human interface devices" that I care a lot about aren't top shelf, but they are at least pleasant to the touch.
Having seen both that and my higher-end corporate HP, I can basically characterize HP as a competent but uninspired computer manufacturer. I expect that anything you buy from them will give good service. I think that for Windows, I'd pay a few more $ and get a computer I liked; but at $250/300, that's a great deal for a quality machine.
It's too bad that the Lenovo Chromebook isn't yet available for your consideration. So far, educational institutions only. That one IS ruggedized :)
|Re: Chromebook Cracked Screen Issue||Joe Ellett||6/17/13 9:31 PM|
wboz, I'll disagree with you on the HP screen. Unless you're doing something like professional photo editing anything over 720p is quite satisfactory on a 14" display. Colors are strong and saturation is good. This is not a washed out display.
|Re: Chromebook Cracked Screen Issue||wboz||6/18/13 6:40 AM|
Actually I can confirm a piece of that. The colors are good and contrast is as well - better than the Acer C7. My own issue is with the grainy resolution and I fixated on that. It just bothers my eyes to see bits of pixel poking out from the sides of letters. My last computer had a 1440x900 display which was acceptable (and has become less common as a display size due to lack of demand, so I think I'm in the minority). But if you hold up an iPad retina display next to nearly any Windows machine, you can immediately see the difference. However, as I said, other people may be totally fine with lower resolution.
|Re: Chromebook Cracked Screen Issue||zephyr||6/18/13 1:56 PM|
wboz, that's why they make the Pixel. :-)
|Re: Chromebook Cracked Screen Issue||wboz||6/18/13 2:06 PM|
But at that price, unless I had special needs pushing me towards working primarily in a Linux distro, or I was 100% functioning in Google webware ... I'd go for a MacBook or Kirabook, depending on what my preferred OS poison is.
|Re: Chromebook Cracked Screen Issue||JLakad||6/18/13 2:13 PM|
Cierra, best bet is to buy from one of the online merchants like Amazon who offer a 30 day return policy. Or buy from Best Buy or Walmart and purchase the protection plan. One user sued Samsung and they agreed to refund his money.
|Re: Chromebook Cracked Screen Issue||wboz||6/18/13 2:19 PM|
The protection plan is actually a great idea, if you're dead set on the Samsung except for reliability. Best Buy is good at honoring them. As long as you are OK with the added expense.
|Re: Chromebook Cracked Screen Issue||Sushi Hammer||6/18/13 2:40 PM|
I liked the ARM Chromebook so much for its light weight and lack of vents and fans, that I happily paid about $60 for Square Trade protection. If you're looking that has a tablet-like feel that you can actually use to answer email and get real work done, you might consider doing what I've done, as insane as it may sound to some people.
|Re: Chromebook Cracked Screen Issue||be forewarned||7/25/13 8:00 PM|
I am posting this to inform potential chromebook buyers. I was determined to buy a smasung chromebook xe303 because of the many positive reviews and esp the battery life. I could care less about style, but battery life was a huge okus in the samsung vs. the acer. So I was going to go today to buy the samsung. No kidding. Last night on a whim I did a search "samsung chromebook problem" and read a very interesting thread about SC screen spontaneously cracking. I thought it was interesting. I read about people trying to get Future shop and best buy to honor manufacturers warranty with no luck. So this morning before I set out to buy my SC, I re-read those boards again, and decided I would go to Future shop and ask them before purchase if they would honor a warranty if the screen spontaneously cracked. they told me, completely consistent with the posted reports from consumers, that they would consider a cracked screen as "physical damage" mand not only would it not be covered by warranty, but, and this is italics, IT wouldn't even be covered by the 14 day no questions asked return policy, as that policy states 'return in resellable condition'. I was flabbergasted. I said to them even tho it broke without any misuse on my part, and they repeated the fact. And, they told me when I asked, the product replacement Warranty for 80 dollars would ALSO not apply for a cracked screen. they told me that broken keys and unworking ports are covered because they're considered 'wear and tear' but a cracked screen is considered physucal damage, not wear and tear. They said, again consistent with users postings, that if Samsung doesn't issue a product recall on it, then it is not considered a problem. I said thank you, sobered up by the information and went and called 1 800 Samsung, asked them the same question, told them I was thinking of buying and what would they do in the event of a cracked screen, and they said, consistent with users postings, that it would be physical damage, and would not be convered by warranty 'unless they examined it and deemed it not my fault'. The guy I spoke with also told me in a frank admission "there are not enough people complaining of this problem for the company to issue a product recall'.
I was very very sobered up, and I went to look at the machines. Sure enough, the Samsung was elegant, and the acer didn't have the same style, but the difference was completely unimportant to me; battery life was still a sticky issue. The weight difference was also negligible to me; these are tiny little machines, the weight of the acer with its disc drive is still nothing compared to a full size laptop. So that wasn't an issue.
then something amazing happened. As I was surfing on the samsung, I needed to change the angle of the cover cuz I had shifted my stance. I reached to the lid and gently moved it a quarter of an inch. The screen went dead. I thought 'that's weird. Maybe this is something of chrome OS'. I reached over and tilted the lid again and the screen came back on. I then became very interested. I started moving the lid, very gently back and forth, and the screen went from dead to live, to weird green and gold gibberish lines covering the screen to black and then back on, and after a minute of it I couldn't get the screen to stay on so I restarted the machine, half-expecting the difficulty to go away like a bad dream, but there it was, a faulty screen, a completely blatant problem right there on the counter of the store, without being carried around in a backpack or having coffee spilled on it or anything. I called the salesperson over and showed it to him. He said and I quote "yah, people are doing all kinds of things to these demonstraters all day". Well, I thought, yah, but the Acer isn't malfunctioning, the Samsung is.
I went and used both machines a little more. the Samsung def had a completely unreliable screen, subject to the slightest movement of the lid. And upon examination , the lid has so much flex in it in my humble opinion its an accident waiting to happen to sensitive electronics.
I left the store with the Acer. I wish it had better battery life. But I know that its not a lemon from the get go. I'm using it to write this. I've had it two hours and I love it. Just my two cents. oh, and one more thing, thanks to the guy who originally posted about his experience with the cracked screen and his returning to Amazon and his experience with Samsung. You saved me a major headache. :)
|Re: Chromebook Cracked Screen Issue||Erin Washko||8/3/13 7:11 AM|
My daughter's Chromebook has had two cracked screens in 9 months, both completely spontaneous.The last one happened yesterday while I was sitting in the same room with her. She got up to make a sandwich, came back and the screen had a crack running down the middle without even being touched. (The second screen, btw, came from screensurgeons.com, which sells an outstanding screen replacement package including necessary tools.)
Anyway, this is a huge known problem, and if Samsung says differently they are LYING.
|Re: Chromebook Cracked Screen Issue||Darren Bridgewater||8/15/13 11:31 AM|
So, turned on my chromebook after two weeks of non use to a spiderweb of cracks across my screen stemming from the bottom right corner. No damage, no drops, not a scratch on the case and it worked perfectly when I put it away (in a foam case on a shelf in a closet). Turned it on today and boom, cracks everywhere. Thanks Samsung, I won't be buying a replacement, may as well go for a tablet with a bluetooth keyboard.
Changed my amazon 5* rating to a 1* because this is unacceptable, especially with Samsung not classing that under their defective warranty. Stick to home appliances and phones Samsung because your chromebooks are nowhere near the same quality.
|Re: Chromebook Cracked Screen Issue||zephyr||8/15/13 12:03 PM|
Darren, I'm not following your logic. A cracked laptop screen is extremely unlikely, no matter if Samsung made it or not. Tablet screens, OTOH, are breaking right and left. Picture yourself balancing your grande latte, wireless keyboard and a tablet computer while standing on a tile floor trying to type on a glass screen with a less than optimal UI. That doesn't sound like an improvement to me.
I'm guessing you had it pretty good (while it lasted). Sorry to hear it broke. :( Don't let a bad first experience sour you forever. Maybe if you bought a new screen somebody might install it for you for little or no cost. Just a thought. Good luck, whatever you decide to do.
|Re: Chromebook Cracked Screen Issue||Joe Ellett||8/15/13 12:21 PM|
Darren, the other Chromebook brands are great alternatives. Only the ARM Chromebook has had reported screen problems (except for the guy who stepped on his!)
|Re: Chromebook Cracked Screen Issue||humanpowered||8/18/13 11:15 PM|
Cierra, don't buy a samsung chromebook very HW is piss poor. Samsung will do nothing to help once you open it and you find a cracked screen.
Don't get a samsung chromebook!! that goes for anyone reading this post.
|Re: Chromebook Cracked Screen Issue||humanpowered||8/18/13 11:26 PM|
Have you read any of the earlier post a cracked screen on a samsung chromebook is very likely to happen. Do you work for samsung or somthing?
|Re: Chromebook Cracked Screen Issue||Selden||8/19/13 5:43 AM|
wboz : If I remember correctly, someone posted in another thread that the fine print in the Best Buy protection plan explicitly excludes broken screens.
|Re: Chromebook Cracked Screen Issue||Sines||8/19/13 9:31 AM|
Best Buy are really smart to scam our money...
|Re: Chromebook Cracked Screen Issue||Gill||8/20/13 9:37 AM|
Actually I think the cracked screen issue may be in the past - it seems that units manufactured after April are much more robust. But certainly, the Samsung does seem less rugged than some other models - but that is also its strength in that it is very small and light - and has good battery life (no, I don't work for Samsung, or even have that model of Chromebook).
|Re: Chromebook Cracked Screen Issue||zephyr||8/20/13 1:18 PM|
It's simple. You could get a Lenovo Chromebook if you paid for a Lenovo Chromebook. If you prefer to describe the Samsung as cheap and flimsy, than why on Earth would you buy one? If you want a heavily built model just buy one and don't come back and complain that it's too expensive or bulky either. You got exactly what you paid for! Where's the rip off?
|Re: Chromebook Cracked Screen Issue||chrystballn||9/14/13 6:02 PM|
I am absolutely sure that some kind of scam is going on with one of these companies, chromebook,samsung, or best buy. I just got back from best buy to return or exchange my chromebook that is only 15 days old because one, the curser got stuck for 10 hours, and two I decided I need windows, well I was told by best buy managers that my chromebook had scratches on the bottom, (they were tiny superficial that I didnt even notice till they pointed them out), anyway, I was told the only thing they could do is send it out and it would take two weeks. I was livid.