Samsung Concierge Care Pack aims to provide you with a suite of premium value-added services so that your Samsung Galaxy device can stay in tip-top condition at
your convenience.
Services include:
- 1-to-1 Device Exchange within 30 days for functional defects as assessed by Samsung.
- 50% Savings on Out-Of-Warranty Repair (One-time)
- Service Support at your Doorstep (One-time)
- 1-to-1 In-box Accessories Exchange*
- Diagnostic Device Checks
- Hassle-free Data Transfer assistance by Samsung Customer Service Consultant
*Only available for In-box Accessories that are eligible for 1-for-1 exchange and contain functional defects as assessed by Samsung. Please contact
1800-GALAXYS (4252997) for the list of exchange eligible
In-box Accessories.
Samsung Concierge Care Pack is available for the following Samsung Galaxy devices only, at a promotional one-time fee of $48 (U.P. $128):
Please note that Samsung Concierge Care Pack is only available for local sets, purchased from Samsung Electronics Singapore Pte. Ltd. or its authorised Singapore dealers
or resellers.
No. Samsung Concierge Care Pack will not be available for other Samsung Galaxy devices besides the eligible devices mentioned.
You can purchase Samsung Concierge Care Pack at the
following locations:
- Samsung Experience Store
- Authorised Samsung Customer Service Centre
For a complete list of locations, please check the
Where to Buy section on the Samsung
Concierge site.
Eligible Samsung Galaxy device users (
Galaxy S20/S20+/S20 Ultra 5G,
Galaxy Note10/Note10+,
Galaxy S10e/S10/S10+,
Galaxy Note9,
Galaxy S9/S9+) may sign up for Samsung Concierge Care Pack at the following locations within the grace period of 14-days from date of purchase of device:
- Samsung Experience Store
- Authorised Samsung Customer Service Centre
For a complete list of locations, please
click here
To purchase Samsung Concierge Care Pack, please bring along your eligible Samsung Galaxy device in good working condition and proof of purchase to any Samsung Experience Store or Authorised Samsung Customer Service Centre. Samsung reserves the right to assess the eligibility and condition of your device, and refuse sale of Samsung Concierge Care Pack to you in the event that it finds that your device is not eligible or not in good working condition.
Please note that Samsung Concierge Care Pack is only available for local sets, purchased from Samsung Electronics Singapore Pte. Ltd.or its authorised Singapore dealers or resellers.
There are no additional costs or hidden fees for Samsung Concierge
Care Pack.
For repairs and/or services, as long as the device is deemed "In-Warranty", there will not be additional cost
and fees.
However, if you trigger any out-of-warranty repair such as repair for cracked screen or liquid damage, there will be service/repair fees. These fees are quoted based on the parts and repair
work needed.
The good news is, with Samsung Concierge Care Pack you are eligible for a one-time 50% savings on the total bill for these out-of-warranty repairs. Please refer to Samsung's standard warranty
here to find out which services/repairs are covered
under warranty.
You have 14 days from the date of purchase of an eligible Samsung Galaxy device to purchase Samsung Concierge Care Pack.
To purchase Samsung Concierge Care Pack, please bring along your eligible Samsung Galaxy device in good working condition and proof of purchase to Samsung Experience Store or Authorised Samsung Customer Service Centre. Samsung reserves the right to assess the eligibility and condition of your device, and refuse sale of Samsung Concierge Care Pack to you in the event that it finds that your device is not eligible or not in good working condition.
Please note that Samsung Concierge Care Pack is only available for local sets, purchased from Samsung Asia Pte Ltd or its authorised Singapore dealers or resellers.
The services offered under Samsung Concierge Care Pack will be valid for 12 months from the date of purchase of the eligible Samsung Galaxy device, with the
following exceptions:
- 1-to-1 Device Exchange within 30 days for functional defects.
The services provided under Samsung Concierge Care Pack are different from Samsung standard warranty services. This Care Pack allows you to enjoy a suite of premium value-added services customised to provide you with convenience and peace of mind for your new Samsung Galaxy device.
Yes. You can subscribe to one Samsung Concierge Care Pack with each purchase of an eligible Samsung Galaxy device.
You can subscribe to one Samsung Concierge Care Pack with each purchase of an eligible Samsung Galaxy device.
No. You may choose not to utilise any services offered under Samsung Concierge Care Pack, but no refund will be provided.
Samsung Concierge Care Pack is a premium value-added service that is tied to the IMEI number of your registered Samsung Galaxy device. In the event you lose your registered Samsung Galaxy device, we will not be able to deliver the services to your registered Samsung Galaxy device.
No. Samsung Concierge Care Pack is tied to the IMEI number of your registered Samsung Galaxy device and is non-transferable. We encourage you to purchase a new Samsung Concierge Care Pack for your new eligible Samsung Galaxy device.
No. Samsung Concierge Care Pack is tied to the IMEI number of your registered Samsung Galaxy device and is non-transferable. You can only use the Samsung Concierge service for the registered Samsung Galaxy device.
No refund will be provided.
No. Samsung Concierge Care Pack is non-transferable.
No. There will not be an extension of the 14-day period for purchase of Samsung Concierge Care Pack.
We are pleased to extend the new Samsung Concierge Care Pack services (i.e. "
1-to-1 In-box Accessories Exchange" & "Diagnostic Device Checks") to customers who purchased the previous version of Samsung Concierge under the
following conditions:
- All new services are valid for 12 months from date of purchase of registered Samsung Galaxy device
For customers of previous version of Samsung Concierge
all services stated in the Customer Agreement provided at the time of purchase will continue to be available until the 12-month period from the date of purchase of device expires. For any enquiries, kindly contact
1800-GALAXYS (1800 - 4252997).
These are the main differences between the new Samsung Concierge Care Pack and the previous
Samsung Concierge:
Previous Samsung Concierge comes with:
- The service where subscribers will get waiver of Mobile Network Operator's early upgrade fee (for purchases with mobile contracts or plans) or a discount of $350 (for purchases without mobile contracts or plans) when subscriber returns their registered Samsung Galaxy device and purchase a new eligible Samsung Galaxy device at their respective Telcos or SES stores ("New Phone Yearly Service").
Note: New Samsung Concierge Care Pack does not come with New Phone
Yearly Service.
New Samsung Concierge Care Pack has these
new services:
- 1-to-1 In-box Accessories Exchange
- Diagnostic Device Checks
We are pleased to extend the new Samsung Concierge Care Pack services ("
1-to-1 In-box Accessories Exchange" & "Diagnostic Device Checks") to existing users of Samsung Concierge under the
following conditions:
- All new services are valid for 12 months from date of purchase of registered Samsung Galaxy device
For customers who purchased Samsung Concierge, New Phone Yearly Service will be available based on the Customer Agreement for Samsung Concierge Service as of the date of purchase of the registered device. For any enquiries, kindly contact
1800-GALAXYS (1800 - 4252997).
Yes, you can decide which is the best programme that suits your requirement.
Samsung Concierge has been launched in Singapore since 2016. At Samsung, we believe in listening to our customers and getting their valuable feedback to continously improve the relevance of our services. The new Samsung Concierge Care Pack is an updated version of Samsung Concierge after taking our customers' feedback into consideration. We believe that the new Samsung Concierge Care Pack will continue to deliver its promise to provide Samsung Galaxy device owners with premium value-added services that help their device stay in tip-top condition at their convenience.
Within the first 30 days from the date of purchase of the registered Samsung Galaxy device, and provided that there are defects that are assessed by Samsung to be a functional failure due to mechanical or electrical damage of the device.
You can do a
1-to-1 exchange at Authorised Samsung Customer Service
Centres at:
- Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
- Westgate (3 Gateway Drive #02-01 Singapore 608532); and
- VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
You may be required to present the following items:
- Proof of purchase / receipt of eligible Samsung Galaxy Device
- Samsung Concierge Care Pack Certificate
Please call
1800 - GALAXYS (1800 - 4252997) for
further enquiries.
The time taken to perform a 1-to-1 Device Exchange will vary depending on the time taken for the Samsung Customer Service Centre to assess whether the device has a functional failure.
For devices with apparent defects which Samsung determines as a functional failure, the exchange will be done at the time of the exchange request.
For devices with intermittent faults that require Samsung Customer Service more time to assess the device, the exchange can only be performed upon completion of Samsung's assessment.
- Back-up all your data to another device
- Log out from Samsung Account and turn off "Find my Mobile"
- Perform a factory reset
- Remove SIM card and microSD card (if any)
For devices purchased from a Mobile Network Operator, please inform your Mobile Network Operator after a 1-to-1 Device Exchange to update the IMEI number of your registered device.
For devices purchased from Samsung Experience Stores and other retailers, your replacement device IMEI will be updated to us by the Samsung Customer Service Consultant.
No. Samsung will not deliver for
1-to-1 Device Exchange. You must bring along your device and visit any Authorised Samsung Customer Service
Centre below:
- Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
- Westgate (3 Gateway Drive #02-01 Singapore 608532); and
- VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585).
Yes, you can utilise the data transfer service within Samsung Concierge Care Pack during the one-time free service support or at the Authorised Samsung Customer Service
Centres below:
- Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
- Westgate (3 Gateway Drive #02-01 Singapore 608532); and
- VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
Yes, your exchanged Samsung Galaxy device will be covered under Samsung Concierge Care Pack.
Out-of-warranty service/repair covers service/repair for cases such as cracked screen, liquid damage, cosmetic repair, wear and tear repair, software restoration etc. Please refer to Samsung's standard product warranty found at
www.samsung.com/sg/support/warranty/ for a list of service/repair that are not covered under
standard warranty.
You can contact Samsung hotline at
1800 - GALAXYS (1800 - 4252997) to arrange for an on-site service/ repair (utilising the free 1-time on-site service in Samsung Concierge) or walk-in to any Authorised Samsung Customer Service Centres as listed
here for assistance.
You may be required to present the following items:
- Proof of purchase / receipt of eligible Samsung Galaxy Device
- Samsung Concierge Care Pack Certificate
Kindly call
1800 - GALAXYS (1800 - 4252997) for further enquiries.
Out-of-warranty service/repair can be used for cases such as cracked screen, liquid damage, cosmetic repair, wear and tear repair, software restoration etc. Please refer to Samsung's standard product warranty found at
www.samsung.com/sg/support/warranty/ for a list of service/repair that are not covered under
standard warranty.
The 50% discount is applied to the total cost of out-of-warranty repair inclusive of labour charges and cost of replacement parts before GST.
Yes. Samsung Customer Service Consultant will give you a quotation (before the 50% discount is applied), which will need to be accepted by you before any service or repair work can commence.
Yes, only original parts will be used for authorised repair by Samsung. Unlike service/repair by unauthorised repairers whereby the standard warranty will be void, authorised repairs by Samsung will ensure that your device will still be covered under warranty after service/repair.
Service Support at your Doorstep lets you enjoy convenience and saves you a trip to the Samsung Customer Service Centre when you require any service or repair for your registered Samsung Galaxy device. Our Samsung Customer Service Consultant will attend to your service request for your device at your place of convenience. We encourage you to call our Samsung Concierge Care Pack Hotline at
1800 - GALAXYS (1800 - 4252997) to request for an on-site service anytime your device needs servicing or repair, perhaps even to help you with
data transfer!
You may be required to present the following items:
- Proof of purchase / receipt of eligible Samsung Galaxy Device
- Samsung Concierge Care Pack Certificate
Kindly call
1800 - GALAXYS (1800 - 4252997) for further enquiries.
Each Samsung Concierge Care Pack entitles you to one free on-site service support for your registered Samsung Galaxy device.
Yes. We have these as paid services under our Samsung Premium On-site Service that you can choose to utilise. Please contact our Samsung hotline
1800 - GALAXYS (1800 - 4252997) for more details
and pricing.
You do not have to pay if you are utilising the one-time free on-site service support for the
first time.
On-site repair costs for parts and labour for in-warranty service/repair (as defined in Samsung's product warranty found at
www.samsung.com/sg/support/warranty/) will be borne by Samsung. Parts and labour for out-of-warranty service/repair are chargeable at Samsung's
out-of-warranty rates.
Cost of out-of-warranty service/repair must be agreed by you prior to the commencement of such service/repair. You shall pay the cost of the out of warranty service/repair directly to the Samsung Customer
Service Consultant.
Samsung offers a standard one-year warranty period for mobile device's hardware and the original Samsung battery that comes along with it. The standard warranty covers labour and parts for service and repair. Kindly refer to Samsung's product warranty found at
www.samsung.com/sg/support/warranty/ for
further details.
Out-of-warranty service/repair covers service/repair for cases such as cracked screen, liquid damage, cosmetic repair, wear and tear repair, software restoration etc. Please refer to Samsung's standard product warranty found at
www.samsung.com/sg/support/warranty/ for a list of service/repair that are not covered under
standard warranty.
Kindly present your Samsung Concierge Card and the registered Samsung Galaxy device for Samsung Customer Service Consultant's verification.
On-Site Service Support is available within mainland Singapore and Sentosa, with the exclusion of areas that are remote or that requires security pass/clearance. The following are a few examples but are not limited to any of the restricted areas : Pulau Ubin, Jurong Island, Military Camps, Prison Complex, Alps Avenue, Changi Cargo complex/Ferry Terminal, Airport Link, Tuas View Extension etc. Samsung will not perform services at MRT stations, shopping centres or any other public places. The decision on suitability of service/repair location is at Samsung's sole discretion.
Operating hours for the on-site service are 10.00am to 8.00pm on Mondays to Sundays (excluding Public Holidays).
Yes, but it is subject to availability on a first-come-first-served basis.
Yes, you can cancel or postpone the appointment at least 2 hours prior to the appointed time.
It depends on the type of service/repair you require, but will take no longer than 2 hours.
If the service/repair cannot be completed within 2 hours, Samsung will arrange for the Samsung Galaxy device to be repaired at a Samsung Customer Service Centre. Samsung will bear the cost of pick-up and return of the Samsung Galaxy device from/to the Samsung Customer Service Centre.
No. But you need to be present by the time the repair is completed and sign off for completion of repair/service.
Yes, as long as the other device is also registered with Samsung Concierge Care Pack and has not utilised the free on-site service previously.
Payments can be made via bank transfer or cash directly to the on-site Samsung Customer Service Consultant. Bank Transfer details will be shared by the on-site Samsung Customer Service Consultant and payments must be made upon completion of the repair.
Yes, you will be given a quotation prior to any out-of- warranty repair. You will have to accept such quotation before commencement of out-of-warranty repair.
If the service/repair cannot be completed within 2 hours, Samsung will arrange for the Samsung Galaxy device to be repaired at a Samsung Customer Service Centre. Samsung will bear the cost of pick-up and return of the Samsung Galaxy device from/to the Samsung Customer Service Centre.
The following are a few examples but not limited to any of the restricted areas : Pulau Ubin, Jurong Island, Military Camps, Prison Complex, Alps Avenue, Changi Cargo complex/Ferry Terminal, Airport Link, Tuas View Extension etc. Samsung will not perform services at MRT stations, shopping centres or any other public places. The decision on suitability of service/repair location is at Samsung's sole discretion.
No. Samsung shall treat the free service/repair as fully redeemed if you missed the appointment.
In-box Accessories include selected items within the packaging of your registered Samsung Galaxy device when you first purchased the device, such as the Travel Adapter, USB cable,
Earpiece etc.
You may request from Samsung for a
1-to-1 exchange for any defects that are eligible for exchange and assessed by Samsung to be a functional failure due to mechanical or electrical damage of the in-box accessories. Samsung reserves the right to grant or refuse the exchange service for non-eligbile In-box Accessories or upon reasonable evaluation of the condition of the accessories. As In-box Accessories eligible for this service may vary depending on device model, please call
1800-GALAXYS (1800 - 4252997) for the list of eligible In-box Accessories for
your device.
You can do a
1-to-1 exchange at Authorised Samsung Customer Service
Centres at:
- Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
- Westgate (3 Gateway Drive #02-01 Singapore 608532); and
- VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
You may be required to present the following items:
- Proof of purchase / receipt of eligible Samsung Galaxy Device
- Samsung Concierge Care Pack Certificate
Please call
1800 - GALAXYS (1800 - 4252997) for
further enquiries.
You will be required to present the following items to our Samsung Customer
Service Consultant:
- Your registered Samsung Galaxy device; and
- Damaged in-box accessory.
The time taken to perform a 1-to-1 In-box Accessories Exchange will vary depending on the time taken for the Samsung Customer Service Centre to assess whether the In-box Accessory has a functional failure.
For In-box Accessories with apparent defects which Samsung determines as a functional failure, the exchange will be done at the time of the exchange request.
For In-box Accessories with intermittent faults that require Samsung Customer Service more time to assess the In-box Accessory, the exchange can only be performed upon completion of Samsung's assessment.
No. All exchanges are provided based on the model, type and specification of the defective In-box Accessory, subject to availability and otherwise as determined by Samsung.
No. All exchanges are provided based on the colour of the defective In-box Accessory, subject to availability and otherwise as determined by Samsung.
No. Only In-box accessories for your registered Samsung Galaxy device are eligible for 1-to-1 exchange.
No. Samsung will not deliver for
1-to-1 In-box Accessories Exchange. You must bring along your device and the In-Box accessories to any Authorised Samsung Customer Service
Centre below:
- Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
- Westgate (3 Gateway Drive #02-01 Singapore 608532); and
- VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
No. Samsung will not be able to perform service support at your doorstep for
1-to-1 In-box Accessories Exchange. You must bring along your device and the In-Box accessories to any Authorised Samsung Customer Service
Centre below:
- Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
- Westgate (3 Gateway Drive #02-01 Singapore 608532); and
- VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
Samsung provides diagnostic device checks to keep your Samsung Galaxy device in tip-top condition. During the diagnostic check, our Samsung Customer Service Consultant may analyse various functions of your device, including but not limited to Power, Charging, Sound, Connectivity and Communication.
You may request for a diagnostic device check on your registered Samsung Galaxy device by walking into any of our Authorised Samsung Customer Service Centres as listed
here, or utilise your Service Support at
Doorstep concurrently.
You can request for a diagnostic device check at Authorised Samsung Customer Service
Centres at:
- Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
- Westgate (3 Gateway Drive #02-01 Singapore 608532); and
- VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
You may be required to present the following items:
- Proof of purchase / receipt of eligible Samsung Galaxy Device
- Samsung Concierge Care Pack Certificate
Please call
1800 - GALAXYS (1800 - 4252997) for
further enquiries.
You will be required to:
- agree to Samsung Diagnostic Device Check terms and conditions; and
- sign a waiver form to relinquish Samsung from the unlikely event of any loss, destruction or corruption of data during the diagnostic device check.
It will depend on the model and status of your registered Samsung Galaxy device. Generally, a diagnostic device check will not take longer than 20 minutes. If required, our Samsung Customer Service Consultant may recommend to conduct a more in-depth diagnostic device check at your consent, which may take a longer time.
No, we do not have access to and will not retain any customer's device data.
Issue(s) detected may require in-warranty or
out-of-warranty repair.
Costs for parts and labour under in-warranty service/repair (as defined in Samsung's product warranty found at
www.samsung.com/sg/support/warranty/) will be borne by Samsung. Parts and labour for out-of-warranty service/repair are chargeable to users at Samsung's
out-of-warranty rates.
Cost of out-of-warranty service/repair must be agreed by you prior to the commencement of service/repair. You shall pay the cost of the out-of-warranty service/repair directly to the Samsung Customer
Service Consultant.
You may request from Samsung for assistance to transfer data using Samsung Smart Switch or walk into any of our Samsung Customer Service Centres
here for assistance to
transfer data:
- from your existing mobile device to the new registered Samsung Galaxy device; or
- from your current registered Samsung Galaxy device to a replacement device in the instance of a 1-to-1 exchange.
Yes. Samsung shall not be liable for any loss, destruction or corruption of data during the data transfer. You shall ensure that all data is fully backed up prior to data transfer.
You will be required to sign a waiver form to relinquish Samsung from any loss, destruction or corruption of data during the data switching service. We encourage you to ensure that all data is fully backed up on another device prior to commencement of the service.
It will depend on the data size in your device. Large amounts of data will require more transfer time.
No, we do not retain any of your data.
It will take 1-2 working days for the phone to be serviced and returned.
Yes, however, it will be subjected to availability.
No. Pickup and delivery services are currently solely for more complicated cases which cannot be resolved during on-site service.
No. Delivery is restricted to the same pickup location currently.
No. Pickup and delivery services are currently solely for more complicated cases which cannot be resolved during on-site service.
Currently, we do not provide urgent delivery service. Our delivery service hours are from 10.00 am to 8.00 pm daily from Mon to Sun, excluding public holidays.
Our delivery service hours are from 10.00am to 8.00pm daily from Monday to Sunday, excluding public holidays.
We do not encourage collection on behalf. However, if required, please prepare a Letter of Authorisation stating your permission to facilitate collection on your behalf. Your authorised personnel must be of 18 years and above and their particulars will be recorded.
No. We do not facilitate self-collection. Our Samsung Customer Service Consultant will deliver your Samsung Galaxy device back to you at your preferred location and convenience during the stated delivery service hours.
No. We only provide pickup and delivery within mainland Singapore, with the exclusion of areas that are remote or that requires security pass/clearance. The following are a few examples but not limited to any of the restricted areas : Pulau Ubin, Jurong Island, Military Camps, Prison Complex, Alps Avenue, Changi Cargo complex / Ferry Terminal, Airport Link, Tuas View Extension etc. Delivery to Sentosa is subjected to an additional top-up.
Any redelivery will be chargeable at $15 per trip after 2 failed attempts.
Your phone will be delivered within the next business day.