Samsung Smart Care

Samsung Smart Care has been developed with the loyal Samsung user in mind, along with the company’s innovative product line.

SAMSUNG Electronics understands that customer service and care is a pre-requisite when purchasing technology products and it is through our commitment to solid service delivery, that we offer our customers peace of mind through the unique Samsung Smart Care offering.

Samsung Smart Care has integrated components to ensure you have a positive Samsung experience at all times. The components that make up Samsung Smart Care plan include:

• The Warranty Comfort offers consumers a 24 month warranty across HHP (Mobile Phones / Tablets) and 12 month warranty across CE (Consumer Electronics) product ranges respectively.
• The offering enables online service requests and repair status tracking
• Another benefit of this leading service is that we use only the best engineers and technicians within our service portfolio developed through our world leading engineering academies.

Samsung Smart Care has been developed with the loyal Samsung user in mind, along with our innovative product line. The service is aimed at offering the consumer a smarter experience that meets their needs as Samsung strives to be at the forefront of innovation when it comes to customer service.

1. About the Samsung Warranty
   1. Samsung Electronics warrants that its products will, whilst used in normal operation and in accordance with the specifications, perform according to such specifications.

1. The warranty term is calculated from the date of purchase as stated on the proof or purchase supplied by the retailer.

1. The consumer shouldaffix their proof of purchase (Invoice or sale slip) to their warranty card and keep in a safe place. Should service be required during the warranty period, this must be produced.

1. Warranty Conditions
   1. The warranty applies to genuine products supplied through authorized Samsung Electronics’ official distribution and retail channels.

1. Samsung Electronics will, subject to the terms of this warranty and whilst the product is still under warranty furnish labour, parts, refund or replacement without any charge to the consumer to repair operational or mechanical breakdown occurring during normal operation of the product.

1. Samsung shall, whilst the Product is still under warranty and in its sole discretion and subject to applicable laws be entitled to repair or replace the defective product with a product of similar or better specifications.

1. Samsung Electronics obligations are limited to correcting original manufacturing defects as per specifications.

1. Warranty repairs must be carried out by Samsung Authorised Service Centres (ASCs). No reimbursements will be made for repairs carried out by non-Samsung Service Centres. Any such repair work, including damage caused to product by such repair work, will not be covered by this warranty, and warranty will become null and void.

1. If warranty service is required, the warranty card must be presented WITH PROOF OF PURCHASE to a Samsung authorised service centre.

1. The serial number on the product must not be damaged.

1. On-site (In-home) service will only be carried out on Samsung washing machines, refrigerators, rear projectors and television sets larger 42 inches. Should these not be repairable on-site, the Samsung Authorised Service Centre will arrange for the product to be collected and returned. All other products must be taken in to an authorised Samsung service centre and collected when repaired.

1. Parts Warranties (eg. Magnetron on a microwave oven) cover the cost of the spare part only. Labour charges would be for the consumer’s account.

• Warranty Exclusions
  1. Should a product be modified in any way, the warranty will become null and void.

1. The warranty ceases if the Samsung product is damaged by: lightning, water, fire, acts of God, public disturbances, incorrect voltage, normal wear & tear, accident, misuse or abuse, failure to properly maintain, improper cleaning methods, infestation by insects or vermin, incorrect operation, use for which it is not designed (e.g. A commercial or industrial environment), use of faulty or leaking batteries.

1. The warranty does not cover the cost of cleaning washing machine drums or filters as this falls under routine maintenance. Note that microwave oven cavities must not be cleaned with abrasive materials.

1. The warranty does not apply to any accessories supplied with Samsung products such as aerials, detachable power leads, batteries, remote control and headphone.

 Reference:

HHP – Samsung Cellphone Products

OBF – Out Of Box Failure                                      DOA – Dead On Arrival

ASC – Authorised Service Centre

1. DOA/OBF Units

1. OBF Conditions

1. The product must have been supplied by Samsung Electronics South Africa (PTY) Ltd and is only applicable to products bought through Samsung Electronics’ official distribution and retail channels.
2. A valid proof of purchase (invoice or till Slip) must accompany the Unit;
3. The product must be returned to the point of sale within 7 days from the date of purchase;
4. The contents of the box must be complete and the packaging is intact (all accessories normally included at point of sale, must accompany the unit);
5. The IMEI/Serial number on the box must match the IMEI/ Serial number on the product;
6. There is no physical damage to the product or it’s accessories or signs of neglect due to physical abuse, liquid damage, scratches, dents or marks;

Requirements to process OBF request:

1. Original Samsung Invoice Number
2. Model Number
3. Serial Number
4. Proof of purchase (Invoice or Till Slip)
5. Proof of return
6. Fault Description (Handset return form, with checklist)

Service Process

1. The customer to drop off product at nearest Retail store
2. Retail store to acknowledge job
3. Retail store to confirm with customer / ASC product ready for delivery (D+1)
4. Retail store to deliver the unit to ASC for repair on receipt
5. ASC to contact Retail store and notify once repaired
6. Retail store to contact customer to collect (D+1 after dispatch)

Authorized Service Centre  Contacts

1. Branches