Samsung Galaxy
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The care pack
specially tailored for you

Presenting the refreshed Samsung Concierge Care Pack for peace of mind, with more value-added services to keep your Samsung Galaxy device in tip-top condition.
Enjoy 12-month care from the date of purchase of your new Galaxy device.

You will get:

1-to-1 Device Exchange within 30 Days

1-to-1 Device Exchange within 30 Days

Enjoy 1-to-1 exchange for device with functional failure within the first 30 days of your device purchase.
50% Savings on Out-Of-Warranty Repair

50% Savings on Out-Of-Warranty Repair

Get a one-time 50% savings on an out-of-warranty repair such as cracked screen, liquid damage, cosmetic repair, and more.
Service Support at Your Doorstep

Service Support at Your Doorstep

Receive a one-time personalised assistance and repair right at your doorstep.
1-to-1 In-box Accessories Exchange

1-to-1 In-box Accessories Exchange

Enjoy 1-to-1 exchange for eligible in-box accessories with functional failure.
Diagnostic Device Checks

Diagnostic Device Checks

Keep your Samsung Galaxy device at peak performance with diagnostic device checks performed by our friendly Samsung Customer Service Consultants.
Hassle-free Data Transfer

Hassle-free Data Transfer

Receive dedicated switching service using Samsung Smart Switch from our Customer Service Consultants.

Exclusively for Galaxy Note9, S9/S9+, S8/S8+* and Note8* only.

Valid for purchase within 14 days from the date of purchase of Galaxy device.

To learn more, call 1800 – GALAXYS (4252997) or email us at concierge@samsung.com.

Samsung mobile products ^Terms and conditions apply.
*Samsung Concierge Care Pack is only eligible for purchase for Galaxy S8/S8+ and Note8 purchased from 10 March 2018.

Where to buy

The Samsung Concierge Care Pack is available for purchase at these locations:

Have more questions?

Find detailed answers to a list of frequently asked questions about Samsung Concierge Care Pack.

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About Samsung Concierge Care Pack
1-to-1 Device Exchange within 30 days
50% Savings on Out-Of-Warranty Repair
Service Support at your Doorstep
1-to-1 In-box Accessories Exchange
Diagnostic Device Checks
Hassle-free
Data Transfer
Pickup and Delivery Service (Only When Applicable)
What is Samsung Concierge Care Pack, and how does it work?
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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. 1-to-1 Device Exchange within 30 days for functional defects as assessed by Samsung.
  2. 50% Savings on Out-Of-Warranty Repair (One-time)
  3. Service Support at your Doorstep (One-time)
  4. 1-to-1 In-box Accessories Exchange*
  5. Diagnostic Device Checks
  6. 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.
What are the eligible devices for Samsung Concierge Care Pack?
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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 Asia Pte Ltd or its authorised Singapore dealers or resellers.

For Galaxy S9 and S9+ users who purchased the device by 30 April 2018, complimentary Samsung Concierge Care Pack has been registered to your device automatically upon purchase.
I have recently purchased other Samsung Galaxy devices other than the mentioned eligible devices. Can I purchase Samsung Concierge Care Pack?
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No. Samsung Concierge Care Pack will not be available for other Samsung Galaxy devices besides the eligible devices mentioned.
Where can I purchase Samsung Concierge Care Pack?
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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.
I bought an eligible Samsung Galaxy device from the Telecommunication Operator or MVNO. Can I sign up for Samsung Concierge Care Pack at Samsung Experience Store or Authorised Samsung Customer Service Centre?
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Eligible Samsung Galaxy device users (Galaxy Note9, Galaxy S9/S9+, Galaxy S8/S8+, Galaxy Note8) 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 Asia Pte Ltd or its authorised Singapore dealers or resellers.

For Galaxy S9 and S9+ users who purchased the device by 30 April 2018, complimentary Samsung Concierge Care Pack has been registered to your device automatically upon purchase.
How much does Samsung Concierge Care Pack cost?
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Eligible Samsung Galaxy Device users (Galaxy Note9, Galaxy S9/S9+, Galaxy S8/S8+, Galaxy Note8) may sign up for Samsung Concierge Care Pack at a promotional one-time fee of $48 (usual price $128). You can make payment in cash, NETS, or credit card at the available locations. There is no refund after purchase.

Galaxy S9 and S9+ users who purchased the device by 30 April 2018 will enjoy complimentary Samsung Concierge Care Pack.
Are there any additional costs and fees apart from the one-time payment?
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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.
Is there a grace period to subscribe for Samsung Concierge Care Pack after I purchased an eligible Samsung Galaxy device?
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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.
What is the validity period of the Samsung Concierge Care Pack once I have signed up?
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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. 1-to-1 Device Exchange within 30 days for functional defects.
Why do I need to subscribe to Samsung Concierge Care Pack when my Samsung Galaxy device is covered under the 12-month standard warranty provided by Samsung?
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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.
Can I sign up for Samsung Concierge Care Pack on more than one Samsung Galaxy device?
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Yes. You can subscribe to one Samsung Concierge Care Pack with each purchase of an eligible Samsung Galaxy device.
How many Samsung Concierge Care Packs can I sign up to for each Samsung Galaxy device?
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You can subscribe to one Samsung Concierge Care Pack with each purchase of an eligible Samsung Galaxy device.
Can I terminate my Samsung Concierge Care Pack?
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No. You may choose not to utilise any services offered under Samsung Concierge Care Pack, but no refund will be provided.
What will happen to my Samsung Concierge Care Pack in the event that I lose my registered Samsung Galaxy device?
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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.
I lost my registered Samsung Galaxy device, and in replacement bought another eligible Samsung Galaxy device. Will the Samsung Concierge Care Pack I bought earlier cover my new Samsung Galaxy device?
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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.
Can I use the services under Samsung Concierge Care Pack for another Samsung Galaxy device?
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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.
Will I get a refund if I did not use any of the services offered under Samsung Concierge Care Pack?
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No refund will be provided.
What is the Samsung Concierge Care Pack Hotline?
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Can I transfer my Samsung Concierge Care Pack to another person / mobile line?
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No. Samsung Concierge Care Pack is non-transferable.
Customers are given 14 days to purchase the Samsung Concierge Care Pack. Is there a possibility for extension if I was not aware of this service?
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No. There will not be an extension of the 14-day period for purchase of Samsung Concierge Care Pack.
I purchased the previous version of Samsung Concierge for my Samsung Galaxy S7 / S7 edge / S8 / S8+ / Note8 previously. What will happen to it?
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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:

  1. 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).
What is the difference between the previous Samsung Concierge and the new Samsung Concierge care pack?
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These are the main differences between the new Samsung Concierge Care Pack and the previous Samsung Concierge:

Previous Samsung Concierge comes with:
  1. 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. 1-to-1 In-box Accessories Exchange
  2. 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:
  1. 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).
I am a Samsung Concierge subscriber, can I participate in the Samsung Trade Up programme?
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Yes, you can decide which is the best programme that suits your requirement.
Why did Samsung remove the New Phone Yearly Service in the new Samsung Concierge Care Pack?
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We have launched the Samsung Trade Up programme, which lets you enjoy hassle-free trade-up from the comfort of your home. This programme is open for customers that purchased the new Galaxy Note9, Galaxy S9/S9+. We believe that the convenience and value from the Samsung Trade Up programme will benefit our customers.
Why did Samsung introduce the new Samsung Concierge Care Pack?
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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.
What is the price of the new Samsung Concierge Care Pack?
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The new Samsung Concierge Care Pack retails at $128. Currently, it is available for purchase by Galaxy Note9, Galaxy S9/S9+, Galaxy S8/S8+ and Galaxy Note8 owners at a promotional one-time fee of $48.

Galaxy S9 and S9+ users who purchased the device by 30 April 2018 will enjoy complimentary Samsung Concierge Care Pack.
Under what instances can I request for a 1-to-1 Device Exchange?
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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.
How and where can I send in a request for 1-to-1 Device Exchange?
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You can do a 1-to-1 exchange at Authorised Samsung Customer Service Centres at:
  1. Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
  2. Westgate (3 Gateway Drive #02-01 Singapore 608532); and
  3. VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)


You may be required to present the following items:
  1. Proof of purchase / receipt of eligible Samsung Galaxy Device
  2. Samsung Concierge Care Pack Certificate


Please call 1800 - GALAXYS (1800 - 4252997) for further enquiries.
How long does it take to perform the 1-to-1 Device Exchange?
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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.
What do I have to do with the faulty device before performing the 1-to-1 Device Exchange?
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  1. Back-up all your data to another device
  2. Log out from Samsung Account and turn off "Find my Mobile"
  3. Perform a factory reset
  4. Remove SIM card and microSD card (if any)
Do I have to inform the Telecommunication Operator / Retailer where I bought my Samsung Galaxy device from after a 1-to-1 Device Exchange?
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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.
Is the exchanged device a new set?
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Yes.
Can I request for delivery for 1-to-1 Device Exchange?
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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:
  1. Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
  2. Westgate (3 Gateway Drive #02-01 Singapore 608532); and
  3. VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585).
Will anyone help me with data transfer from my registered device to the new Galaxy device?
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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:
  1. Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
  2. Westgate (3 Gateway Drive #02-01 Singapore 608532); and
  3. VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
With the 30-day 1-to-1 Device Exchange for functional failure, I have exchanged my existing Samsung Galaxy device for another unit with a new IMEI number. Is the replacement device covered under Samsung Concierge Care Pack?
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Yes, your exchanged Samsung Galaxy device will be covered under Samsung Concierge Care Pack.
What is out-of-warranty repair?
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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.
Where and how can I request for an out-of-warranty repair?
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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:
  1. Proof of purchase / receipt of eligible Samsung Galaxy Device
  2. Samsung Concierge Care Pack Certificate


Kindly call 1800 - GALAXYS (1800 - 4252997) for further enquiries.
Under what instances can I request for an out-of-warranty repair?
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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.
Is the 50% savings inclusive of discount for labour charges or only for replacement parts?
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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.
Will Samsung give me a quotation first before carrying out an out-of-warranty repair?
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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.
Are the parts used for the repair, original Samsung parts?
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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.
Can I use both the on-site repair and 50% discount for my out-of-warranty repair concurrently?
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Yes, you can.
What are the repair charges like for out-of-warranty repairs?
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We recommend that you call 1800 - GALAXYS (1800 - 4252997) for a repair cost estimate.
What is Service Support at my Doorstep, and how can I request for it?
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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:
  1. Proof of purchase / receipt of eligible Samsung Galaxy Device
  2. Samsung Concierge Care Pack Certificate

Kindly call 1800 - GALAXYS (1800 - 4252997) for further enquiries.
How many free on-site service support do I enjoy under Samsung Concierge Care Pack?
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Each Samsung Concierge Care Pack entitles you to one free on-site service support for your registered Samsung Galaxy device.
After utilising the one-time free on-site service support, can I still request for another on-site service?
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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.
Will I have to pay for the repair / service when I request for an on-site service?
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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.
What is considered in-warranty service / repair?
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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.
What is considered as out-of-warranty service / repair?
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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.
How can I request for the on-site service support?
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You may call 1800 - GALAXYS (1800 - 4252997) to make an appointment for the free on-site service/repair.
What do I have to present as a form of verification when the Samsung Customer Service Consultant arrives for on-site service / repair?
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Kindly present your Samsung Concierge Card and the registered Samsung Galaxy device for Samsung Customer Service Consultant's verification.
Which areas does the on-site service support cover?
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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.
What are the operating hours of the on-site service support?
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Operating hours for the on-site service are 10.00am to 8.00pm on Mondays to Sundays (excluding Public Holidays).
Can I request for a specific date or time for the on-site service support?
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Yes, but it is subject to availability on a first-come-first-served basis.
After I make an appointment for the on-site service, can I change or cancel my appointment?
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Yes, you can cancel or postpone the appointment at least 2 hours prior to the appointed time.
What do I do if the Samsung Customer Service Consultant didn’t show up at the appointed time?
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You can contact Samsung hotline at 1800 - GALAXYS (1800 - 4252997).
Can I contact the Samsung Customer Service Consultant directly for future issues / jobs / warranty claims?
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No. You can contact Samsung hotline at 1800 - GALAXYS (1800 - 4252997) for assistance or head down to any of our Samsung Customer Service Centres.
How long will each on-site service / repair take?
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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.
Must I be present throughout the whole time during the on-site service?
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No. But you need to be present by the time the repair is completed and sign off for completion of repair/service.
Can I request for the free on-site service / repair for another device?
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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.
How do I pay for any out-of-warranty service / repair?
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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.
For any out-of-warranty repair, will Samsung give me a quotation first before carrying out the repair?
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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.
What happens if my Samsung Galaxy device has very complex issues and the technician is unable to repair within 2 hours?
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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.
Are there any restricted areas that the Samsung Customer Service Consultant is not able to go?
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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.
If I missed the on-site service appointment, is there any exception for another free service onsite?
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No. Samsung shall treat the free service/repair as fully redeemed if you missed the appointment.
Under what instances can I request for a 1-to-1 In-box accessories exchange?
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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.
Where and how can I request for the 1-to-1 In-box accessories exchange?
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You can do a 1-to-1 exchange at Authorised Samsung Customer Service Centres at:
  1. Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
  2. Westgate (3 Gateway Drive #02-01 Singapore 608532); and
  3. VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)

You may be required to present the following items:
  1. Proof of purchase / receipt of eligible Samsung Galaxy Device
  2. Samsung Concierge Care Pack Certificate

Please call 1800 - GALAXYS (1800 - 4252997) for further enquiries.
What do I need to present during the 1-to-1 In-box accessories exchange?
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You will be required to present the following items to our Samsung Customer Service Consultant:
  1. Your registered Samsung Galaxy device; and
  2. Damaged in-box accessory.
How long does it take to perform the 1-to-1 In-box Accessories Exchange?
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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.
Can I request for another accessory type in the event of a 1-to-1 In-box Accessories Exchange?
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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.
Can I request for another accessory colour in the event of an 1-to-1 Accessories Exchange?
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No. All exchanges are provided based on the colour of the defective In-box Accessory, subject to availability and otherwise as determined by Samsung.
Is the replacement accessory new?
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Yes.
I bought a separate Samsung original accessory for my registered Samsung Galaxy device, will this accessory be covered under the 1-to-1 In-box accessories exchange?
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No. Only In-box accessories for your registered Samsung Galaxy device are eligible for 1-to-1 exchange.
Can I request for delivery for 1-to-1 Device Exchange?
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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:
  1. Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
  2. Westgate (3 Gateway Drive #02-01 Singapore 608532); and
  3. VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
Can I use the service support at my doorstep and 1-to-1 In-box Accessories Exchange concurrently?
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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:
  1. Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
  2. Westgate (3 Gateway Drive #02-01 Singapore 608532); and
  3. VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)
Under what instances can I request for a diagnostic device check?
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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.
Where and how can I request for a diagnostic device check?
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You can request for a diagnostic device check at Authorised Samsung Customer Service Centres at:
  1. Plaza Singapura (68 Orchard Road, #B2-23 Singapore 238839);
  2. Westgate (3 Gateway Drive #02-01 Singapore 608532); and
  3. VivoCity (1 Harbourfront Walk, #02-28/29 Singapore 098585)

You may be required to present the following items:
  1. Proof of purchase / receipt of eligible Samsung Galaxy Device
  2. Samsung Concierge Care Pack Certificate

Please call 1800 - GALAXYS (1800 - 4252997) for further enquiries.
What will be required from me to perform a diagnostic device check?
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You will be required to:
  1. agree to Samsung Diagnostic Device Check terms and conditions; and
  2. sign a waiver form to relinquish Samsung from the unlikely event of any loss, destruction or corruption of data during the diagnostic device check.
How long will a diagnostic device check take?
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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.
Can I use the service support at my doorstep and diagnostic device check concurrently?
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Yes, you can.
Will Samsung retain any data in my device at any point in time during the diagnostic device check?
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No, we do not have access to and will not retain any customer's device data.
If there are some issues detected from the diagnostic device check, will I need to pay for the work done to rectify the issues?
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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.
Under what instances can I request for a data switching service?
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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:
  1. from your existing mobile device to the new registered Samsung Galaxy device; or
  2. from your current registered Samsung Galaxy device to a replacement device in the instance of a 1-to-1 exchange.
Must I back-up all my data first before requesting for a data switching service?
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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.
Where and how can I request for the data switching service?
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You can contact Samsung hotline at 1800 - GALAXYS (1800 - 4252997) or walk in to any of our Authorised Samsung Customer Service Centres for assistance.

You may be required to present the following items:
  1. Proof of purchase / receipt of eligible Samsung Galaxy Device
  2. Samsung Concierge Care Pack Certificate
What will be required from me to perform a data switching?
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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.
How long will data switching take?
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It will depend on the data size in your device. Large amounts of data will require more transfer time.
Will Samsung retain my data after the data transfer service?
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No, we do not retain any of your data.
Can I use the service support at my doorstep and Hassle-free data transfer concurrently?
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Yes, you can.
How long will it take to return my phone?
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It will take 1-2 working days for the phone to be serviced and returned.
Can I request for a loan phone if required?
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Yes, however, it will be subjected to availability.
Can I make a request for such delivery service next time if I require it?
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No. Pickup and delivery services are currently solely for more complicated cases which cannot be resolved during on-site service.
How can I track the delivery status of my phone?
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Please contact our Samsung hotline at 1800 - GALAXYS (1800 - 4252997) for assistance.
Can I request for delivery to another location other than the original pick up location?
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No. Delivery is restricted to the same pickup location currently.
Can I drop off my phone in service centre and request for delivery to my prefered address?
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No. Pickup and delivery services are currently solely for more complicated cases which cannot be resolved during on-site service.
How can I request for urgent delivery service?
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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.
What is the delivery schedule?
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Our delivery service hours are from 10.00am to 8.00pm daily from Monday to Sunday, excluding public holidays.
Can I authorise someone to accept the delivery on my behalf?
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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.
Can I self-collect the phone from Samsung Service Centre or Samsung Experience Store?
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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.
Do you deliver to all parts of Singapore?
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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.
Who can I contact if there is a failed delivery?
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Please contact our Samsung hotline at 1800 - GALAXYS (1800 - 4252997) for assistance.
Is there any penalty for redelivery?
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Any redelivery will be chargeable at $15 per trip after 2 failed attempts.
When will my phone be delivered?
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Your phone will be delivered within the next business day.
What happens if my phone goes missing or is damaged during transit?
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In such cases, please contact our Samsung hotline at 1800 - GALAXYS (1800 - 4252997) for assistance.
Can I reschedule my delivery date or time?
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Yes, please contact our Samsung hotline at 1800 - GALAXYS (1800 - 4252997) for assistance.

Click here to read the full terms and conditions for Samsung Concierge Care Pack.