Prestige service FAQ

1. General

1.1 What is Prestige Service?

Prestige Service is a new service initiative from SAMSUNG to provide value-added services to customers who have purchased premium consumer electronics products such as Plasma and LCD televisions. Besides the normal warranty coverage, customers can enjoy a host of other after-sales services like one day response service, weekend service, free demonstration service, free loan unit, free water filter change and extended warranty at a nominal fee.
We believe our Prestige Service is just one way of showing appreciation to customers for making that right purchase decision. As a privilege SAMSUNG Prestige Customer, we recognized that your concerns be addressed as swiftly as possible and at the same time keeping it simple and hassle free.

1.2 How do I qualify for Prestige Service?

Prestige service is open to customers who own SAMSUNG Plasma, DLP, LCD televisions or Side-by-side Refrigerators in their recent purchase and also to those that are still covered under warranty for the same group of products.
Invitation to this premium service commences the moment you purchase your Prestige product and you can take advantage of the benefits almost immediately (except for extended warranty).
Please read through on each service in detail as you go along.

1.3 Where can I refer to for more information?

Additional information can be found in participating retail stores, authorized dealers, www.samsung.com. sg and our hotline at 1800-SAMSUNG (726-7864).

1.4 What are the benefits I enjoy as a Prestige Customer?

As a prestige customer, you will receive priority attention from us in the form of one day response and weekend service. In addition, you will also receive a one- time product demonstration and a water filter change absolutely at no charge. Should you be inconvenienced during the transition, we will also standby a loan unit for your temporary use. Above all, you are invited to take up a product coverage plan by extending your warranty for up to four years at a nominal fee.

1.5 When is it going to be launched?

Prestige Service officially commences from 25th September 2004. Those who purchase thereupon will enjoy a host of special privileges as mentioned earlier.

1.6 How long will it last?

There is no closing date. Prestige service is specially brought to you on an on-going basis. From time to time, we will also fine-tune existing programs or add new initiative according to customers' demands. This will be announced separately.

1.7 I remember you had a similar program launched sometime ago. What is the difference?

We have since added a few new services such as Weekend Service, Free Water Filter Change and Extended Warranty while retaining most of the earlier ones. As long as your product is covered within the warranty period, the Prestige Service will remain valid.

2. Weekend Service

2.1 Can you tell me more about weekend service?

We understand that your time is valuable and we try not to disrupt your work schedules or other commitments during weekdays. This service will offer you with an alternative for better management of your time. Weekend Service begins from 1000 hours to 1800 hours on Saturdays and 1000 hours to 1600 hours on Sunday. Depending on your area, we will arrange a visit to your resident at the allocated timeslot.

2.2 How can I contact you to arrange for appointment?

This service only applies when customer book the appointment in advance. Due to the limited service hours, the number of appointments will be offered on a first-come-first serve basis. We will try our best to accommodate to your request where necessary.

2.3 How will I know if your engineer turns up since your hotline is closed on Sundays?

Once the appointment is confirmed, we will honour it. The assigned service engineer will contact you prior to the visit. Should you need to leave any specific message, we encourage you to communicate with our friendly engineer directly.

2.4 Is this service also extended to Public Holidays as well?

At this moment, we are not extending this service to Public Holidays. Where a Public Holiday falls on a Saturday or Sunday, the weekend service shall be suspended for that day.

2.5 Does it mean that I will definitely get a service on Sundays upon my request?

Appointments are allocated on a first-come-first-serve and on a limited basis. Hence, we advise you to book early to avoid disappointment.

2.6 Should I need to cancel my appointment, how should I go about it?

During office hours, you may contact our hotline at 1800-SAMSUNG and speak to our friendly Customer Service Officer for changes. On weekends, you may inform our engineer about the cancellation during his pre-service call.

2.7 Can I enjoy the same weekend service for my out-of-warranty unit?

Weekend service is specially reserved for Prestige Products that are under warranty.

3. One Day Response Service

3.1 Can you tell me more about one-day response service?

Our commitment is to get back to customer within one work day after a fault is reported. We will schedule an appointment as quickly to minimize any inconvenience caused.

3.2 What if you cannot repair on the spot?

We will make arrangements to loan a temporary unit during the interim period.

3.3 What if there are no immediate parts available?

The loan unit will be made available until the parts are replaced.

4. Free Loan Unit

4.1 Can you tell me more about free loan unit?

This service is offered when the defect unit cannot be detected or remedied at customer's premise. Our on-site engineer will make the necessary arrangements to have the loan unit delivered at the soonest possible time. The costs of delivery shall be absorbed by SAMSUNG.

4.2 Will I be getting the same model for loan?

The loan unit issued to you may not be the same model as your original. However, we will try to accommodate where necessary.

4.3 Is the loan unit new?

The loan units are not new units. However, please be assured that they are being cleaned and inspected thoroughly by our in-house engineers for serviceability before being dispatched to your premise.

4.4 What if the loan unit breaks down?

All loan units are well maintained during our care. When the units are returned after the loan period, our engineers will verified the conditions before being stored away. On top of that, regular maintenance to those idle units is a pre-requisite to achieve optimum performance level.
In the event that you are not comfortable with condition of the loan unit, you may contact us and we will address your concern immediately.

5. Free Demonstration

5.1 Can you tell me more about Free Demonstration*?

This on-site service is to assist customers familiarize with the functions of his/her new purchase. A live demonstration will take place at customer's premise. Besides basic explanation on the functions, customers are also given handy tips on proper care and maintenance.
Customers can take advantage of this free demonstration by contacting our hotline 1800-SAMSUNG (726 7864) for an appointment.
Appointment must be made within the first 14 days of purchase.
(* Product must be strictly used for residential purpose. Not valid for commercial/industrial usage)

5.2 How many times can I ask for Free Demonstration?

Free demonstration is provided once per unit. Should you require similar service, a service fee shall be levied accordingly.

5.3 If I overlook the demonstration booking period, can I request for one later on?

We regret that the service is available only within the first 14 days of purchase.

5.4 I can't remember if I have asked for one before. How can I check?

Simply check with our friendly Customer Service Officer to verify you records.

5.5 Can I ask for demonstration service on a Sunday?

Demonstration service is not available on Saturday's after 1230 hours and Sundays.

6. Free Water Filter Change

6.1 Can you tell me more about free water filter change?

A one-time free replacement of water filter will be provided within six months of purchase. Customers who own a Side-by-Side Refrigerator with a built-in water dispenser qualify for this service.
Customers can contact our hotline 1800-SAMSUNG (726 7864) for an appointment.

6.2 Will you contact me automatically about the filter change?

Customers have to contact us directly for an appointment.

6.3 Can I request for a free filter instead of getting your technician to change for me?

No. Water filter cannot be exchanged over the counter.

6.4 How much does a filter cost?

The price of the water filter is around S$40 to S$50.

6.5 What if I need to change a filter for a second time?

You will need to make a purchase for subsequent water filter.

6.6 I notice my filter is doing fine after 6 months of usage. Do I need to change?

It is fine that you can activate our service personnel to conduct a routine check before the sixth month period expires.