Samsung Care

Understanding your Samsung Care benefits
Terms and conditions

Mobile

IMPORTANT – You may have rights under the Consumer Guarantees Act 1993 in addition to those set out here.
 

Fast Service
Selected mobile repairs within 24 hours
The following terms and conditions apply to Samsung Electronics New Zealand Limited’s (Samsung) “Fast Service” 24 hour repair offering:
1. Only Mobile Products are covered by the offering, subject to spare parts availability. Mobile Products means Samsung mobile phones, tablets, wearables and smartwatches.
2. Only New Zealand variants of Mobile Products manufactured by Samsung are covered.
3. Mobile Products that have fallen outside of their Samsung Express Warranty period may not be covered under the Fast Service offering. Customers should contact Samsung directly to confirm the position in relation to their Mobile Product.
4. Customers must:
(a) deliver their Mobile Products to a Samsung Authorised Service Location; and
(b) collect their Mobile Product from the same Authorised Samsung Service Location. Samsung is unable to repair and return a Mobile Product to a customer’s home within the same 24 hour period.
5. “Fast Service device repaired within 24 hours refers to the time taken to repair the device once it is received at the authorised service centre. We endeavour to repair your device within a 24hour period - Subject to technician, parts availability & fault verification. In the case of extreme circumstances our technicians may require longer to repair devices, in this instance Samsung will contact the owner to arrange a timeframe.

24/7 Assistance 
Call Centre and Live Chat Support

Have a question? Or want to know more about our products and services, we are here 24/7 every day for you! For all General Service and Warranty Information, Troubleshooting, Service Centre information Samsung Electronics New Zealand, we are here for you everyday 24/7.

Hassle-Free Delivery
Free home delivery once repairs are complete.

The following terms and conditions apply to Samsung’s “Hassle-Free Delivery” offering, providing customers with an at home delivery service for their repaired Mobile Products:
1. Customers must drop off their Mobile Product to an Authorised Samsung service location only – third party or non- Samsung retailer repair locations are not included.
2. Customers who have selected a loan device during Samsung’s repair booking process are excluded from the Hassle-Free delivery service. This is because loan devices must be returned personally to the Authorised Samsung Service Location, upon return of the loan device, Samsung will provide the Customer with their repaired Mobile Product.
3. The Customer (as detailed in Samsung’s repair paperwork) must be available to accept delivery of their Mobile Product. If the Customer is not available to accept delivery the Mobile Product will be returned to the Authorised Samsung Service Location for the Customer’s later collection.

Television

IMPORTANT – You may have rights under the Consumer Guarantees Act 1993 in addition to those set out here.

Home Support On Demand
Having problems and need us to help you? We can get to you within 24hrs or on a day that best suits you with Samsung Remote Service. 
Samsung Remote Service enables one of our Samsung Care Professionals remotely view and control your Samsung TV to directly help you with your product.

1. In order for Remote Service to work you must be connected to a high speed internet connection. It is highly recommended that you connect to Wi-Fi as you may incur network charges for using mobile data out of your allowance. Please contact your network provider for further information.
2. The Offer is only available to Samsung Televisions (excluding accessories and peripherals) purchased from a New Zealand retailer authorised by Samsung and excludes non-New Zealand Samsung products.

24/7 Assistance
Have a question? Or want to know more about our products and services, we are here 24/7 every day for you! For all General Service and Warranty Information, Troubleshooting, Service Centre information Samsung Electronics New Zealand, we are here for you everyday 24/7.

Replacement Remotes
1. The following terms and conditions apply to replacements remotes. This offer excludes non-New Zealand Samsung products, second hand, refurbished or demonstration products, and products sold by online bidding and auction websites (Eligible Products).
2. The offer is subject to parts availability.
3. Each Customer who makes a valid claim is eligible to claim.
4. The offer is only valid during the Eligible Product’s Express Warranty period. For further details regarding the Eligible Product’s Express Warranty, please visit : www.samsung.com/nz/support/warranty
5. Customers who wish to exercise the offer must:
(a) Contact Samsung Support via www.samsung.com/nz/support or 0800 SAMSUNG to complete a claim; and
(b) Provide a valid copy of their purchase invoice to validate their claim.
6. Samsung will endeavour to distribute the remote via express post within ten (10) business days of claim validation, subject to parts availability.
7. The offer is designed to cover customers who have a manufacturing fault with their Samsung remote. Nothing in these terms and conditions are intended to exclude, restrict or modify any rights that you may have under the Consumer Guarantees Act 1993 or any other applicable legislation and customers who believe that their remote is faulty should contact Samsung Support via www.samsung.com/nz/support or 0800 SAMSUNG for assistance.
8. This offer does not apply to damage which has been caused by owner to the Samsung remote control.
9.  This offer is not transferrable, exchangeable or redeemable for cash.

Laundry

IMPORTANT – You may have rights under the Consumer Guarantees Act 1993 in addition to those set out here.

Home Support on Demand

Having problems and need us to help you? We can get to you within 24hrs or on a day that best suits you with our Augmented Reality Application. 
Samsung AR enables one of our Samsung Care Professional to remotely view your Samsung product and give you remote diagnosis and troubleshooting. 
This is a non-contact service offering using either a smartphone or tablet with a camera for our service team to directly help you with your product.

1. In order for the Augmented Reality Application to work you will require a smartphone or tablet and it must be connected to a high speed internet connection. It is highly recommended that you connect to Wi-Fi as you may incur network charges for using mobile data out of your allowance. Please contact your network provider for further information.
2. The Augmented Reality Application offering is available on Samsung laundry, refrigerator and Televisions (excluding accessories and peripherals) purchased from a New Zealand retailer authorised by Samsung and excludes non-New Zealand Samsung products.

24/7 Assistance
Have a question? Or want to know more about our products and services, we are here 24/7 every day for you!
For all General Service and Warranty Information, Troubleshooting, Service Centre information Samsung Electronics New Zealand, we are here for you everyday 24/7.

Extended Home Repair Hours
Mon-Fri 7:00am-20:00 / Sat 9:00-17:00
Applies to Auckland metro areas only.

The following terms and conditions apply to Samsung’s “Extended Home Repair Hours” offering (Offer):
1. The Offer is only available to Samsung Washing Machines, Dryers and AirDresser (excluding accessories and peripherals) purchased from a New Zealand retailer authorised by Samsung in relation to this offer and excludes non-New Zealand Samsung products, second-hand, refurbished or demonstration products, and products sold by online bidding and auction websites (Eligible Products).
2. The Offer is only available to Eligible Products which are located within Auckland Metropolitan areas – from Albany to Manukau - in New Zealand.
3. The Offer is subject to the availability of the Samsung Authorised Service Centre and is not available in locations that are not serviced by a Samsung Authorised Service Centre
4. The Offer is available Monday to Friday between hours of 07:00 and 20:00 and Saturday between the hours of 09:00 and 17:00. The Offer is not applicable outside these hours or on Sundays or Public Holidays.
5. The Offer is only valid during the Eligible Product’s Express Warranty period. For further details regarding the Eligible Product’s Express Warranty, please visit www.samsung.com/nz/support/warranty
6. Customers who wish to exercise the Offer must:
(a) Provide a valid copy of purchase invoice prior to the service technician arriving to perform the service and;
(b) Contact Samsung Support via www.samsung.com/nz/support or 0800 SAMSUNG.
7. This Offer is not transferrable, exchangeable or redeemable for cash.

Refrigerator

IMPORTANT – You may have rights under the Consumer Guarantees Act 1993 in addition to those set out here.

Home Support on Demand

Having problems and need us to help you? We can get to you within 24hrs or on a day that best suits you with our Augmented Reality Application.
Samsung AR enables one of our Samsung Care Professional to remotely view your Samsung product and give you remote diagnosis and troubleshooting.
This is a non-contact service offering using either a smartphone or tablet with a camera for our service team to directly help you with your product.

1. In order for the Augmented Reality Application to work you will require a smartphone or tablet and it must be connected to a high speed internet connection. It is highly recommended that you connect to Wi-Fi as you may incur network charges for using mobile data out of your allowance. Please contact your network provider for further information.
2. The Augmented Reality Application offering is available on Samsung laundry, refrigerator and Televisions (excluding accessories and peripherals) purchased from a New Zealand retailer authorised by Samsung and excludes non-New Zealand Samsung products.

24/7 Assistance
Have a question? Or want to know more about our products and services, we are here 24/7 every day for you!
For all General Service and Warranty Information, Troubleshooting, Service Centre information Samsung Electronics New Zealand, we are here for you everyday 24/7.

Extended Home Repair Hours
Mon-Fri 7:00am-20:00 / Sat 9:00-17:00
Applies to Auckland metro areas only.

The following terms and conditions apply to Samsung’s “Extended Home Repair Hours” offering (Offer):
1. The Offer is only available to Samsung refrigerator and freezers (excluding accessories and peripherals) purchased from a New Zealand retailer authorised by Samsung in relation to this offer and excludes non-New Zealand Samsung products, second-hand, refurbished or demonstration products, and products sold by online bidding and auction websites (Eligible Products).
2. The Offer is only available to Eligible Products which are located within Auckland Metropolitan areas – from Albany to Manukau - in New Zealand.
3. The offer is subject to the availability of the Samsung Authorised Service Centre and is not available in locations that are not serviced by a Samsung Authorised Service Centre
4. The Offer is available Monday to Friday between hours of 07:00 and 20:00 and Saturday between the hours of 09:00 and 17:00. The Offer is not applicable outside these hours or on Sundays or Public Holidays.
5. The Offer is only valid during the Eligible Product’s Express Warranty period1. For further details regarding the Eligible Product’s Express Warranty, please visit www.samsung.com/nz/support/warranty
6. Customers who wish to exercise the Offer must:
(a) Provide a valid copy of purchase invoice prior to the service technician arriving to perform the service and
(b) Contact Samsung Support via www.samsung.com/nz/support or 0800 SAMSUNG.
7. This Offer is not transferrable, exchangeable or redeemable for cash.

Learn more about Samsung Care