Components of Service1

 

Pick Up

Once a Service Request has been lodged and Samsung determines that the product is eligible for pick up, Samsung collects it from the customer’s premises for inspection and repair. In most cases, the product will be returned to the customer within five business days of their arrival at the Authorised Service Centre.

Return to Base

Return to Base means that customer brings their product to a Samsung Authorised Service Centre for inspection and repair.

Advanced Exchange

Advance Exchange enables a customer to request that Samsung attends the customer’s premises, collects the product and provides the customer with a replacement so that down-time is minimised.

Onsite

On receipt of a Service Request, Samsung determines whether an onsite service technician is required and, if so, dispatch a technician, in most cases, on the next business day.

Advanced Exchange and Return

Samsung attends the customer’s premises, collects the product and supplies the customer with a temporary replacement product until such time the original product is repaired and returned.

Accidental Damage Protection (ADP)³

With ADP, Samsung arranges to provide insurance coverage for accidental damage through a third party insurer. The terms of such insurance (including covered events, cost, duration, excess payable in the event of a claim, and policy exclusions) will vary depending on the terms of the applicable policy, the particular products purchased, the customer’s operating environment and other factors.

Premium Onsite

If additional onsite support is required, Samsung can provide various levels of cover to meet your needs. From a faster response time to 7 days a week and even 24 hrs a day.

Standard Service Offering

The following service offerings form part of the Samsung standard product warranty²

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