FREQUENTLY ASKED QUESTIONS



FOR THE GALAXY S10, S10e or S10+ ENROLLED ON 2/20/19 OR AFTER

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FOR ALL OTHER ELIGIBLE MOBILE PRODUCTS ENROLLED ON 4/4/19 OR AFTER

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FOR ALL GALAXY S8, S8+, S9, S9+, NOTE8 AND NOTE9 ENROLLED BEFORE 4/4/19

Please see below



    1.Samsung Premium Care for your Mobile Device Overview

    This set of FAQs is specific to Samsung Premium Care coverage as it relates to your Galaxy Note9, Galaxy Note8, Galaxy S9, Galaxy S9+, Galaxy S8, Galaxy S8+ enrolled before 4/4/19.


    Q1. What is Samsung Premium Care?

    A1. With Samsung Premium Care, you get more than just protection for your new phone, television or home appliance —you get a team of Pros ready to come to you. They’ll help you get started with your new phone, television or home appliance, show you how to get the most out of its advanced features and answer all of your questions.



    Q3. What does Samsung Premium Care cover for your mobile device?

    A3. Samsung Premium Care provides repair or replacement coverage for covered product hardware failures due to normal wear and tear after the manufacturer's warranty expires as well as coverage for accidental damage from day one (such as drops, liquid spills, and cracks). Please see your terms and conditions for full coverage details.


    Q4. How do I enroll my mobile device in Samsung Premium Care?

    A4. You can enroll in Samsung Premium Care on Samsung.com at time of device purchase.


    Q5. Am I automatically enrolled in Samsung Premium Care for my mobile device?

    A5. No, you are not automatically enrolled in Samsung Premium Care. You can enroll in Samsung Premium Care on Samsung.com at time of device purchase and enter your credit card information for automatic monthly billing payments.


    Q6. If I buy a new, eligible mobile device will my current Premium Care subscription carry over?

    A6. No, your current Premium Care subscription will not carry over to your new mobile device. You must enroll your new mobile device in Samsung Premium Care on Samsung.com at time of device purchase, and cancel your current Premium Care subscription on your previous device.


    Q7. Is there a limit to the number of claims I can make?

    A7. For accidental damage, there is a maximum of three replacements in a 12-month period, regardless of chosen delivery method. There are no repair or replacement limits for mechanical breakdown.


    Q8. What is the cost of Samsung Premium Care for my mobile device?

    A8. Samsung Premium Care costs $11.99 per month per device and is automatically billed on a monthly basis to the credit card you provide at time of enrollment. It will be automatically renewed each month unless you cancel coverage or it is canceled for one of the specified reasons, for example, non-payment.
    There is a $99 deductible for each approved accidental damage claim. There is no deductible for approved mechanical or electrical breakdown claims.


    Q9. What is the length of coverage for my mobile device?

    A9. Premium Care is provided on a monthly pay basis, and is renewed upon payment of the monthly cost. Premium Care may be canceled by you at any time.


    Q10. When does coverage for my mobile device begin?

    A10. When you purchase Premium Care together with the device directly from Samsung.com, your Premium Care coverage begins immediately.


    Q11. I don’t live in one of the 50 United States. Can I still purchase Samsung Premium Care for my mobile device?

    A11. No. Samsung Premium Care is currently only available to customers who live in the continental United States, Hawaii, Alaska, and Washington D.C.


    Q12. Can I cancel Samsung Premium Care for my mobile device?

    A12. Yes. To cancel your current Samsung Premium Care subscription call us 24/7 at 1-866-371-9501. You can also login to your Samsung account on Samsung.com, click on “My account," and then “My Subscriptions." You will then see your active Samsung Premium Care Subscription and an option to cancel.



2. We Come to You – In-Person Support


    Q13. What’s included with In-Person Support?

    A13. To get the most out of your new phone—its setup, additional features, software updates, and more—Premium Care customers can schedule one-on-one learning sessions with a Samsung Care Pro. A Samsung Care Pro can meet you at your home, office, or a coffee shop to show you the ins and outs of your phone, customize it to your needs, and answer your questions.


    Q14. How much does In-Person Support cost?

    A14. There is no additional cost for Premium Care subscribers to receive In-Person Support.


    Q15. How many visits are allowed?

    A15. In-Person Support allows one visit every 30 days. If you need more immediate help, give us a call at 866-371-9501, 24 hours a day, 7 days a week.


    Q16. How can I schedule an In-Person Support appointment for my mobile device?

    A16. To schedule In-Person Support, please call, 866-371-9501, 24 hours a day, 7 days a week.


    Q17. How can I change or cancel my appointment?

    A17. To change or cancel your appointment, please call HelloTech at 1-800-640-0206.


    Q18. Where is this service offered?

    A18. You can have a Pro meet you wherever you feel most comfortable: at home, at your office, or even a local café. [May only be available in select metropolitan locations]


    Q19. Can HelloTech repair my phone?

    A19. No, HelloTech provides only personal training not repair service. In addition, HelloTech can only provide help regarding Samsung Applications and hardware. HelloTech will not provide troubleshooting or software support for third party applications.


    Q20. What are the hours of service?

    A20. HelloTech can meet with you 7 days a week, from 9:00 a.m. – 9:00 p.m. local time.



3. We Come to You – In-Person Swap


    Q21. What’s included with the In-Person Swap Service?

    A21. Upon approval of your claim, you can schedule your In-Person Phone Swap and a Pro will hand-deliver a replacement device to your home or other location of your choosing [May only be available in select metropolitan locations]. The Pro will then transfer your data to your replacement phone. You will then be instructed to reset your old phone to remove stored data (will require a functioning device). Lastly, the Pro will take your old device with him/her to return back to Samsung on your behalf.
    This service is subject to availability.



4. Mechanical Breakdown and Accidental Damage Protection


    Q22. What is covered for my mobile device?

    A22. Samsung Premium Care for your mobile device includes extended warranty coverage for mechanical and electrical issues due to normal wear and tear, after the manufacturer's warranty expires, and, for a deductible, accidental damage from day one such as drops, liquid spills and cracked screens. [Please note, an extended warranty is a service contract that covers repair costs, but is not an extension of the original manufacturer’s warranty.]


    Q23. Do I have to pay a deductible when I file a claim for a damaged or malfunctioning mobile device?

    A23. There is a $99 deductible for each approved accidental damage claim. There is no deductible for approved mechanical or electrical breakdown claims.


    Q24. Does this plan replace my Samsung manufacturer’s warranty for my mobile device?

    A24. No. This plan enhances the coverage already provided by Samsung. Samsung Premium Care provides coverage for mechanical and electrical breakdowns after the manufacturer's warranty expires, and also provides accidental damage coverage from day one for drops, spills and/or cracked screens.


    Q25. How do I file a claim for my Samsung device?

    A25. To file a claim for your Note9, Note8, Galaxy S9, Galaxy S9+, Galaxy S8, Galaxy S8+ enrolled before 4/4/19 -- you can either visit https://premiumcareclaims.com/ or call us at 866-371-9501, 24 hours a day, 7 days a week.


    Q26. If my extended warranty claim is approved, how soon can I expect to receive my replacement device?

    A26. In most cases, replacement devices are shipped next business day, Monday through Friday, when available, once a claim is approved.


    Q27. Do I have to return my damaged device?

    A27. Yes. Once you receive your replacement device, you are responsible for returning the damaged device to us within 10 days by using the provided packaging. If the malfunctioning/damaged device is not returned within 10 days of receiving your replacement device, you will be charged an unrecovered equipment fee amount indicated on your coverage documents, not to exceed $1,200. It is your responsibility to make sure that you back-up your data on the device before sending it in. If you use the In-Person Swap service, you will have to give your covered/damaged device to the In-Person Servicer.


    Q28. Is there a wait period before I can file a claim?

    A28. If you purchased Premium Care and your new device together, your coverage will begin immediately once the device is shipped. Claims for eligible events that occurred after your coverage effective date may be filed immediately.


    Q29. What can I expect as a replacement device?

    A29. The replacement device is a new or reconditioned device of like kind and quality. The value of the replacement will not exceed the maximum replacement value of the original device, less any deductible.


    Q30. What is not covered for my mobile device?

    A30. Any loss as a result of: abuse, neglect, pre-existing conditions, rust, corrosion, theft or burglary, mysterious disappearance, damage from exposure to weather conditions, power fluctuations, and any loss covered under a manufacturer's warranty. Please refer to the Samsung Premium Care Terms of Service for a complete list of exclusions. https://www.samsung.com/us/support/premium-care/terms-and-conditions/