| Dead on Arrival | |
|---|---|
| Manufacturer's DOA period: | 28 Days From Sale To End User |
| Contact: | Midwich |
| Tel. No.: | 01379 649200 |
| Fax No.: | |
| Email: | |
| Comments: | We are sorry you are having issues with your Samsung product purchased, In order for us to assist you with your query as soon as possible, please can you follow the below procedure to ensure a smooth AfterCare experience. Please contact Midwich After Care Excellence Team (ACE) who will take the details and contact the manufacturer on your behalf, we are unable to raise a return or offer a credit/replacement until all information has been supplied to Samsung. We can only assist if this is within 28 days otherwise Samsung deal direct, see warranty notes. Could you please have the following information to hand to supply to the AfterCare Team (ACE) * Product Model Number * Serial Number * Fault Details * Order Number Once our AfterCare Team (ACE) have contacted Samsung they will be in touch with a resolution to your enquiry. If you have any questions or would like further advise, please feel free to contact our AfterCare Team (ACE) who will be happy to assist. |
| In Warranty Support | |
|---|---|
| Warranty Period | SEE WARRANTY NOTES |
| Contact: | Samsung UK |
| Tel. No. | 0330 726 2677 (option 2) |
| Fax No. | |
| Manufacturers Website | https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsamsungenterprisesupport.com%2Fco |
| Comments | We are sorry you are having issues with your Samsung product purchased. In order for us to assist you with your query as soon as possible, the below procedure has been provided to ensure a smooth AfterCare experience. Samsung deal with all your AfterCare requirements for the product you have purchased, they can help with technical queries and offer advice. Warranty and service levels vary by product type. Manufacturer Warranty Periods: Plasma: 2 Years LCD: 3 Years LED: 3 Years Please contact them direct. You will need the following information to hand: * Customer Name * Email Address * Product Model Number * Serial Number * Details of the fault 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. - Firstly, you will need to report the fault to the Samsung Call Centre on the numbers supplied or to Midwich for us to deal. - If Midwich deal we will need the below details to ensure your request is dealt with quickly and smoothly: * Customer Name * Email Address * Product Model Number * Serial Number * Details of the fault - Once Samsung have received the above information from either Midwich or you they will log the information against a job number starting 214 which will be issued to the customer / Midwich for our reference. - You will then go through the next sections necessary with your particular case - 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. - 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. - 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. 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. If you have any questions or would like further advise, please feel free to contact our AfterCare Team (ACE) on 01379 649333 / who will be happy to assist |
