FREQUENTLY ASKED QUESTIONS (FAQ)

Transcription

1 FREQUENTLY ASKED QUESTIONS (FAQ) What is the offer? Trade in your old TV and purchase a selected Samsung SUHD TV between 9:00 am (AEST) on 24 September and 11:59 pm (AEDT) on 8 November 2015 to be eligible to receive a cash back worth up to $500. When does the promotion start? 9:00 am (AEST) on 24 September When does this promotion end? 11:59 pm (AEDT) on 8 November What are the Participating Products? Please refer to the Samsung SUHD TV models listed on samsung.com/au/tv-tradeup or in the Participating Products table located on the terms and conditions page. What does purchase mean? Full payment is made for the Participating Product from a participating retailer (see below) during the Promotional Period. Who are the participating retailers? 2nds World Costco Kambo s Whitfords Electrical Discounts Betta Home Living David Jones Myer Wills the Quadrant Big Brown Box Dick Smith Radio Rentals Winning Appliances Bing Lee Domayne Retravision World Digital Arcade Bi-rite Harvey Norman RT Edwards World s Best Technology Camberwell Electrics JB Hi-Fi The Good Guys Coogans Joyce Mayne Video Pro How do I trade my old TV? You can deliver your old TV to participating Recycling Centre. To find your nearest Recycle Centre or for further details please see samsung.com/au/tv-tradeup Do I need to trade in my old TV before I register my claim? Yes. You must provide the trade in details for your old TV and confirm that you have returned your old TV to a Participating Retailer or Recycle Centre when completing the online claim form. Remember, you must complete your online claim registration within 14 days of purchasing the Participating Product. How do I register my claim? Complete and submit the online claim form, including providing TV trade in details and making a selection between receipt of an Electronic Funds Transfer or Physical Gift Card, within 14 days of

2 purchasing the Participating Product at samsung.com/au/tv-tradeup and provide a copy of your tax invoice within 14 days of your online registration. If you did not provide your Participating Product s serial number and a photo of your Participating Product s serial number when completing your online registration within 14 days of purchasing the Participating Product because you have not received your Participating Product at the time of completing your online registration, you must provide your Participating Product s serial number and a photo of your Participating Product s serial number within 7 days of receiving your Participating Product. How do I provide my Participating Product s serial number and a photo of my Participating Product s serial number? You must provide your Participating Product s serial number and a photo of your Participating Product s serial number at the same time. You can provide your serial number and a photo of your Participating Product s serial number during your online registration, or you can insert your serial number and upload the serial number photo online (via the track claim page) or mail in your serial number and a copy of your serial number photo within 14 days of purchasing the Participating Product to Samsung TV Trade Up Cash Back Promotion, PO Box 688 Eastern Suburbs MC, NSW If you are mailing in a copy of your serial number photo, you must include your Unique Claim Reference Number, your name, your telephone number and your Participating Product s serial number. If you are mailing in a copy of your serial number photo please note that we will not be returning the serial number photo. Accordingly, we recommend that you retain the original serial number photo for your own records. Can I provide a photo of my Participating Product s serial number separately to providing my Participating Product s serial number? No. You must provide your Participating Product s serial number and a photo of your Participating Product s serial number at the same time. Do I need to provide the original tax invoice? No, you only need to provide a copy of the tax invoice. Please do not provide the original tax invoice as it will not be returned to you. How do I provide a copy of my tax invoice? You can upload a copy of your tax invoice during your online registration, or you can upload online (via the track claim page) or mail in a copy of your tax invoice within 14 days of registering online to: Samsung TV Trade Up Cash Back Promotion PO Box 688 Eastern Suburbs MC NSW 2004

3 If you do not provide a copy of your tax invoice within 14 days of registering online, your claim may be deemed invalid. Should I register my claim if I have only paid a deposit on my Participating Product? No. You should pay for your Participating Product in full prior to registering your claim, and you must pay for your Participating Product in full during the Promotional Period. Remember, you must register your claim within 14 days of purchasing the Participating Product, where purchase means payment in full during the Promotional Period. Do I need to register within 14 days of purchasing the Participating Product if my Participating Product is on back order? Yes, you must complete your online registration within 14 days of purchasing your Participating Product, where purchase means payment in full during the Promotional Period. During your online registration you will need to tick the box on the online claim form to indicate that you have not received your Participating Product. If you do not register your claim within this period, your claim may be deemed invalid. If I register my claim whilst my Participating Product is on back order, when and how do I provide my serial number and a photo of my serial number? You must purchase a Participating Product during the Promotional Period. You must provide the serial number of your Participating Product and photo of your Participating Product s serial number within 7 days of receiving the Participating Product. If you do not provide your serial number and photo of your serial number within this period, your claim may be deemed invalid. You can provide your serial number and the photo of your serial number via the track claim page of the online registration website or by mailing in your serial number and a copy of your serial number photo to Samsung TV Trade Up Cash Back Promotion, PO Box 688 Eastern Suburbs MC, NSW If you are mailing in your serial number photo, you must include your Unique Claim Reference Number, your name, your telephone number and your Participating Product s serial number. If you are mailing in a copy of your serial number photo please note that we will not be returning the serial number photo. Accordingly, we recommend that you retain the original serial number photo for your own records. What happens if the serial number photo that I provide is not a photo of my Participating Product s serial number? You will receive a More Information Required notification to your registered address requesting you provide a photo of the Participating Product s serial number, and you will have 14 days to supply a photo of the Participating Product s serial number to be eligible to receive the Gift. If you do not provide a photo of your Participating Product s serial number within this period, your claim may be deemed invalid. What happens if the serial number from the Participating Product that I provide is incorrect? You will receive an Invalid Serial Number notification to your registered address advising you that the serial number that you have provided has been deemed invalid, and you will

4 have 14 days to provide the correct serial number and serial number photo to be eligible to receive the Gift. If you do not provide the correct serial number and serial number photo within this period, your claim may be deemed invalid. What happens if there is an outstanding issue with the copy of the tax invoice that I provide? You will receive a More Information Required notification to your registered address advising you what information may be missing, or illegible, and you will have 14 days to supply a copy of the tax invoice correcting the issue to be eligible to receive the Gift. If you do not supply a copy of your tax invoice correcting the issue within this period, your claim may be deemed invalid. How will I know that my claim has been deemed valid? You will receive an Approved Claim notification to your registered address advising you that your claim has been deemed valid. How will I know that my claim has been deemed invalid? You will receive an Invalid Claim notification to your registered address advising you that your claim has been deemed invalid and the reason why your claim was deemed invalid. How do I choose which payment type I want? During your online registration you will be asked to select receipt of either an Electronic Funds Transfer (EFT) Gift or a Physical Gift Card Gift. How long will it take to receive my Electronic Funds Transfer (EFT)? The EFT payment should be made to your submitted Australian bank account within 28 days of your claim being deemed valid, but you may need to allow several days thereafter for the funds to be cleared by your bank. Can I nominate an overseas bank account? No. EFT payments will only be made to Australian bank accounts. If you do not hold an Australian bank account, you must choose the Physical Gift Card option to receive the Gift. How long will it take to receive my Physical Gift Card? You should receive your Physical Gift Card in the post within 60 days of your claim being deemed valid. Can I claim more than one Gift? Multiple entries are permitted, subject to the following: only one (1) Eligible Claim permitted per Participating Product; only three (3) Eligible Claims permitted per household; and each Eligible Claim must be submitted separately and in accordance with these Terms and Conditions.

5 Can I exchange or transfer the Gift? The Gift is not transferable or exchangeable. If the Participating Product is returned, will I have to give back the Gift? Yes. What should I do if I cancel my order? If you have completed your online registration, please contact Samsung promotion customer service to advise them that you will not complete your purchase (see below for this promotion s customer service contact details). Once you have advised Samsung promotion customer service, we will invalidate your claim. contact@promotions-samsung.com Phone: Who is ineligible to claim? Claimants under the age of 18, companies, businesses or organisations and employees of the Promoter, a Participating Retailer or any agency associated with this Promotion, or any immediate family member of such person are ineligible to claim. Immediate families means any of the following: spouse, ex-spouse, de-facto spouse, child or stepchild (whether natural or by adoption), parent, step parent, grandparent, step-grandparent, uncle, aunt, niece, nephew, brother, sister, step-brother, step-sister or first cousin. Where can I find the terms and conditions for this promotion? Online at samsung.com/au/tv-tradeup Who is the Promoter? Samsung Electronics Australia Pty Ltd ABN of 3 Murray Rose Avenue, Homebush Bay, NSW Who will have access to my personal information from the promotion? The Promoter collects personal information in order to conduct the Promotion and may, for this purpose, disclose such information to third parties, including, but not limited to, agents, contractors, service providers, offer suppliers, Participating Retailers and, as required, to Australian regulatory authorities. Validity of an Eligible Claim is conditional on providing this information. The Promoter may, for an indefinite period, unless otherwise advised, use the information for promotional, marketing, publicity, research and profiling purposes, including sending electronic messages or telephoning an Eligible Claimant. Eligible Claimants should direct any request to access, update or correct information to the Promoter. All claims (whether or not Eligible Claims) become the property of the Promoter. These Terms and Conditions are deemed to incorporate the Promoter's privacy policy and by making a claim (whether or not an Eligible Claim) under the Promotion, each claimant and Eligible Claimant accepts the terms and conditions of the Promoter's privacy policy. For further details see samsung.com.au

6 Is there an address or phone number I can call for any queries regarding this Promotion? Yes, please contact@promotions-samsung.com or phone Should I contact Samsung Support to discuss my promotional claim? No. You should contact this promotion s customer service (details directly above) as Samsung Support is a different department and they cannot assist you with your promotional claim.