Samsung Care+ refusing equivalent 1TB replacement.

[dhintey]

My Galaxy Book4 Pro 360 (1TB SSD) was written off as Beyond Economical Repair (BER) under my Samsung Care+ policy.

Under Section 3 of the policy terms, if the exact model isn't available, they must provide a device of "similar specification." Since they don't produce 360 models right now, I agreed to waive the 360 hinge/touchscreen as long as the replacement stays in the Pro tier with 1TB SSD to match what I had.

Instead, the Alternative Resolutions Team offered a 512GB model. When I pushed back for the 1TB version to match my original specs, they replied in writing:

"I regret to inform you that we are unable to offer the 1TB option for the models NP760VJG-KG3UK and NP940XJG-KG2UK, due to the significant price difference between the 512GB and 1TB versions."

Cutting my storage in half (1TB down to 512GB) to save on retail price feels like a clear breach of "similar specification."

Has anyone else dealt with this? Is it normal for them to downgrade hardware specs based purely on retail price gaps, and how did you get past it?

[AndrewL]

@dhintey: As the replacement device is a Galaxy Book6 Series, which represents an upgrade in specifications from your Galaxy Book4 Pro, this is likely to be why the 1TB model was not offered to you. If you are unhappy with the replacement device then all I can recommend is that you speak with the Alternative Resolutions Team to see if there are any other devices that can be offered within the same price bracket. 

[Anonymous User]

Would there be an option at all for you to make a contribution towards the upgrade to get the 1TB at all?

Just trying to see if there are options that might enable both Care+ and yourself to meet?

[dhintey]

Thanks for the reply. You're absolutely right about it. They advised again on the phone that the newer generation in itself is an upgrade and the price discrepancy is just too huge for it to make sense. So I've settled for a book6 pro 16gb 512gb.

[dhintey]

Hiya, I did ask about this but it wasn't an option unfortunately. It's either the replacement model or the refund option which is a time-adjusted amount from the original purchase value(which is surprisingly low and of no use honestly).

[Anonymous User]

Gotcha

Guess your only option is to follow up on AndrewL advice 🙏🙏

Good luck 😊