Issues with Galaxy Book6 Ultra Touchpad / Samsung
I ordered my first Book6 Ultra (356H, 5070, 1tb) in early June and realized it had a defect shortly after completing the setup process. Any inputs using the touchpad caused the cursor to jump around the screen erratically, like a butterfly through the air. Whether using one finger to select a particular line of text, or two fingers to scroll down a page, inputs are imprecise, erratic, unpredictable, and unresponsive. Similar to if 40 different people were trying to use the touchpad at the same time. After ~10 hours of navigating inept customer service agents, I was able to return it.
Here lies my biggest mistake: I ordered a second Book6 Ultra.
Upon setting up the replacement, I quickly realized it has the exact same defect. I've tried all the solutions I know of: updating, uninstalling, and reinstalling the drivers; entering the BIOS screen to determine it was a hardware issue instead of a software issue; contacting customer support (do not waste your time with them); changing every input setting and then resetting those, plus numerous backups and factory resets. Nothing has worked. Now I'll be returning the second defective Book6 Ultra and spending my money elsewhere.
As far as I'm aware, this configuration / spec is not widely available to the public here in the US, so I haven't been able to find anyone else experiencing the same issue. I was able to order both of them through a Samsung Student account, and with a $1,000 student discount, the price was a little less ouchy.
I'll preface this by saying I'm a patient, considerate, and thoughtful individual. However... Samsung's customer service and support team have been abysmal. Completely inept, entirely inadequate, and unworthy of employment. At this point, I've spent more than 20 hours on the phone and in chats with them trying to return two defective, and expensive, brand new laptops. I'm unsure if the quality of the laptops I've received is more off-putting, or if that award goes to my experience with customer support. I'm leaning toward customer support.
Other than the glaring issue with the main point of input, build quality is terrific. Battery life, terrific. Display, terrific. Overall quality? Dog shit.
This was a complete waste of time, money, and energy. I would strongly recommend you leave this device, or at least this spec configuration, to be someone else's problem.
Has anyone else experienced this? Is there anything I can do to fix the trackpad? I need a strong-but-professional laptop for my grad school work and being without one is a huge setback, but unless I can find a way to fix this (assumedly) hardware issue by July 19th, I'll be sending this one back, as I did with the first.
Thanks for your time!