Warranty Information

<

Samsung TFT / LFD

Dead on Arrival
Manufacturer's DOA period: 28 Days From Sale To End User
Contact: Samsung UK
Tel. No.: 0330 726 2677 (option 2)
Fax No.:
Email:
Comments: DOA: If you develop a fault within the first 28 days from end user sale you will need to contact Samsung’s technical help line on the numbers provided. After full diagnosis Samsung may offer a repair. If the customer’s preference is for a credit or replacement you will be redirected back to Midwich with the Technical Advice reference number.

Call Samsung on: 0330 726 2677 (option 2), or 0818 717 100 (Republic Of Ireland (ROI)

Once the technical advice number has been provided Midwich will be able to raise a return and collection back to Samsung for inspection.

Samsung will carry out a fault diagnostic and then advise the options available to you.

********************IMPORTANT ADDITIONAL INFORMATION REGARDING SAMSUNG RETURNS - PLEASE READ***********************

If you are given a Samsung 213 call log /advice reference, Midwich can proceed with raising a return however we need to advise you of the following:

On Samsung receiving your product they will carry out a fault test, this can take up to 14 days from receipt from our warehouse.

Once the test has been completed Samsung will inform Midwich if the fault is verified or NOT

If NO FAULT is found your customer or yourself will need to arrange to collect the goods at your own cost direct from Midwich and NO CREDIT will be issued.

If a fault is CONFIRMED, Midwich will issue a credit.

Midwich are unable to send a replacement unit(s) or issue a credit until Samsung confirm your unit(s) are faulty.


In Warranty Support
Warranty Period SEE WARRANTY NOTES
Contact: Samsung UK
Tel. No. 0330 726 2677 (option 2)
Fax No.
Email
Manufacturers Website samsung.co.uk/services
Comments Warranty and service levels vary by product type.
Please refer all warranty queries directly to Samsung (on the above email and tel number.)
Alternatively they can look on samsung.co.uk/services

Manufacturer Warranty Periods:
Plasma: 2 Years
LCD: 3 Years
LED: 3 Years


You will need to contact Samsung’s technical help line on the numbers provided.
Samsung will carry out a fault diagnostic and then advise the options available to you.

Samsung have a trained contact centre to answer all the all of your questions at the first stage. If the product is confirmed as needing service, Samsung will dispatch free of charge a trained Samsung technician out to you. The technician will go to your choice of address. Samsung has a target to provide this service on the next business day.

They also have a target of getting the faulty unit fully operational within 5 days of you logging the service request.

Please be advised that you will need to follow the below steps to return a faulty unit outside of the 28 day DOA period.

1. Firstly, you will need to report the fault to the Samsung Call Centre on the numbers supplied or to Midwich for us to deal.
2. If Midwich deal we will need the below details to ensure your request is dealt with quickly and smoothly:
• Customer’s Name
• Customer’s Address inc Post Code
• Customer’s Telephone Number
• Product Model Code
• Product Serial Number
• Date of purchase
• Fault Description
3. Once Samsung have received the above information from either Midwich or you they will log the information against a job number starting 210 which will be issued to the customer / Midwich for our reference.
4. You will then go through the next sections necessary with your particular case
5. On Site Service
• If an On-Site service visit is necessary to resolve the faulty product the customer will be issued with a 10 digit call reference (starting 401). Samsung’s service centre will then contact you with this reference number to book an appointment
• If Samsung confirm your device requires service they will dispatch an On-Site service technician. The technician will come from a National Service Provider, Authorised Service Centre or a Samsung Field Engineer unless specified providers have been contracted.
• Samsung’s service target is to have the engineer contact you within 24 hours to arrange a mutually convenient appointment. If the technician cannot repair the device on the first visit they will aim to complete the service within 5 business days from the first phone call to Samsung logging the case.
• In the event the repair cannot be completed after 5 days an exchange (replacement) may be offered.
6. Collect Repair and Return
• If an On-Site repair cannot be completed the unit may need to be removed from site to be repaired.
• This will happen by a courier collecting the unit from the stated location of your choice. This will then be delivered to Samsung’s central repair location where it will be diagnosed and repaired.
• This unit will then be returned back to the address of your choice.
7. Exchange
• If the On-Site repair cannot be completed and Collect Repair and Return is not possible. Samsung may offer an exchange on a case by case basis. This is in an effort to try and minimise downtime for the customer.
• An exchange will be offered on a like for like basis and subject to stock availibilty. If the same model is not available the exchange unit will be of equal or better specification. The exchange cannot be guaranteed to be A grade so it may be a refurbished unit.

Prior to all Samsung Engineer visit’s the unit must be de-commissioned unless otherwise advised prior to the visit. This includes Screen that are wall mounted or ceiling suspended.

*IMPORTANT ADDITIONAL INFORMATION- PLEASE READ*

If you are given a Samsung 213 call log /advice reference, Midwich can proceed with raising a return however we need to advise you of the following:

On Samsung receiving your product they will carry out a fault test, this can take upto 14 days from receipt from our warehouse.

Once the test has been completed Samsung will inform Midwich if the fault is verified or NOT

If NO FAULT is found your customer or yourself will need to arrange to collect the goods at your own cost direct from Midwich and NO CREDIT will be issued.

If a fault is CONFIRMED, Midwich will issue a credit.

Midwich are unable to send a replacement unit or issue a credit until Samsung confirm your unit(s) are faulty.

Shortcuts