Samsung’s door-to-door repair service launched in South Africa on Tuesday.
The service arranges for Samsung devices to be picked up from a customer’s home or place of work and delivered once repaired.
It’s only offered to customers within a 40km radius of select authorised service centres in Johannesburg, Tshwane, Durban, and Cape Town.
The service costs R330 and penalties fees will be added to those who keep Samsung courier agents waiting.
Samsung has launched its new door-to-door repair service in South Africa which collects smartphones from customers’ homes or places of work and negates the need to visit a dedicated customer care centre.
Prompted by the Covid-19 pandemic and associated work-from-home trend, Samsung says its newly introduced door-to-door repair service is aimed at minimising exposure at its authorised service centres. The service, officially introduced on Tuesday, offers pickup and delivery options for Samsung smartphone users.
“As Samsung, we’re continuously searching for new ways to make life easier,” says Samsung’s acting e-commerce lead, David Moncur.
“We therefore listened to the needs of our customers and created a first-of-its-kind service in the country.”
The service applies to Samsung clients needing repairs on their mobile devices, tablets, or wearables within a 40km radius of select service centres in Johannesburg, Tshwane, Cape Town, and Durban, including:
- Circle 7 Technologies: 10-17, Redlyn Business Park, 5 Riverhorse Pl, Riverhorse Valley, Durban, 4037
- MM All Electronics: Shop 30, The Wedge Shopping Cente, 255 Rivonia Rd, Morningside, Sandton, 2057
- Pandodox: Shop B6, The Grove Mall Cnr. Lynnwood, Simon Vermooten Rd, Equestria, Pretoria, 0081
- SSS Cape Town: 78 On Edward Street, Durban Road, Bellville
The pickup and delivery service costs R330.
Mis-collections and cancellations will incur a penalty equal to 50% of the total trip fee.
Customers who make their couriers wait for collection will be charged an additional R40 per 15 minutes.
The service begins with customers completing a door-to-door form, which includes details of the device and a description of the fault that needs to be repaired.
While the service extends to out-of-warranty devices, Samsung will only cover repairs
within the two-year warranty period or if the device does not show any physical damages.
Once the form is submitted and the nearest service centre selected,
Samsung will detail the pick-up and delivery costs and arrange a collection date.
Customers will need to pay for the service before the pickup can be authorised.
Customers are also urged to back-up sensitive and valuable data before the device is collected.
On the day of collection, a Samsung agent will take a photo of the product as evidence of the device’s working order.
Customers will be able to track the progress of their device’s repair online.
The repair time varies depending on the severity of the fault and availability of parts,
but Samsung says customers can expect to be without their devices for approximately three working days.
Once the repair is complete, the service centre will arrange a delivery time.
The device will arrive in sanitised packaging inline with Covid-19 protocols.