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Samsung has issued an apology after a customer service representative allegedly told a user not to upgrade to Windows 10 because some of Samsung’s notebooks could not fully support the software.
According to a report in The Register, a Windows user with a Samsung laptop contacted the company’s support team when they were unable to install Windows 10 – which launched last summer. It’s claimed that in response the support team recommended the user not upgrade to Windows 10 because the drivers in some Samsung laptops were not compatible with the software and could not yet handle the update.
Though the issue does exist and is on-going, with some Samsung users finding issues when they upgrade, it is largely limited to those PC users running versions of Windows earlier than Windows 8.0 or 8.1.
Since the story was first reported, Samsung has issued a statement on the matter, looking to reassure users while directing them to a page on their website where laptop credentials can be checked for Windows 10.
“We apologise for any confusion caused by a recent incident where a customer service representative mistakenly provided incorrect information about Windows 10 upgrades for Samsung notebooks,” the statement said.
“We would like to remind our customers that they can visit the Samsung website where there is detailed information on the Windows 10 upgrade applicability for each Samsung notebook model run by Windows 7, Windows 8 and Windows 8.1″
That Windows 10 upgrade page of the Samsung website alluded to in the statement gives upgrade recommendations based on a user’s device, as well as offering warnings to those who could face issues.
Reports of compatibility issues relating to Samsung drivers have persisted for some time – with several Windows forums flagging up such issues since Windows 10 launched in July 2015.
It’s also not the first time Microsoft has had to deal with criticism surrounding Windows 10 – many have voiced frustrations over the forced upgrade system that has sprung the new software on some without warning, sometimes taking over their systems when in the middle of tasks.
However, the pressure is on as Microsoft is aiming to get one billion devices running Windows 10 within the next two years, and the chance to upgrade to the latest version for free is coming to a close – from late July users will have to pay a minimum of £99 to update.
