Samsung Business PC Warranty Service and Service Packs Increased service continuity for valuable electronic assets

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1 Samsung Business PC Warranty Service and Service Packs Increased service continuity for valuable electronic assets

2 Protect valuable assets with an extended warranty and worldwide service. Reduce downtime and costs with Samsung Business PC Warranty Service Samsung Notebook PCs have been recognized as best-inclass for product quality and reliability. 1 However, even these products may exhibit problems during their lifetime, either in or out of the warranty period. Costly repairs on out-of-warranty (OOW) PCs can drain a company s resources, whether problems are caused by defective equipment or employee error. Businesses that want to save on PC repair outlays need the protection of an extended warranty period and coverage for accidental damage. Many companies also need the added security of retaining sensitive data stored on hard disk drives (HDDs) or solid state drives (SSDs). Samsung Business PC Warranty Service and Service Packs offer the assurance of near-continuous PC operation without an increase in overhead during the extended warranty period. With a service pack purchase, customers can extend their warranty period up to 5 years. Additional service packs provide coverage for accidental damage from handling (ADH). Customers concerned about data exposure can benefit from the defective media retention (DMR) service pack, which allows retention of faulty storage devices, such as HDDs or SSDs. The local warranty service covers 95 countries worldwide; international service covers 85 countries. Repairs are performed by Samsung trained technicians and engineers, using certified Samsung parts. The variable warranty service options enable a business to create a service package tailored to its specific needs. Samsung Business PC Warranty Service and Service Packs offer assurance of nearcontinuous PC operation. 2

3 Enlist Samsung-trained technicians for certified service. Optimize equipment investments with enhanced warranty service Samsung Business PC Warranty Service provides parts and labor free of charge during the basic warranty period. The warranty period can be extended for up to 5 years when customers purchase service packs. With repair service available in 85 countries around the globe, international businesses can take advantage of the same quality service in many places their organization sends them. 2 Warranty customers can expect certified service because repairs are completed by experienced technicians who know Samsung products and components. Basic warranty service The following support applies to the basic warranty service: One or two years of Pick-up and Return (P and R) or Carry-in warranty service is available, depending on the regulations of the country where the customer purchases the product. The repair plan covers parts and labor for the basic warranty period. All work is performed by Samsung trained technicians and engineers, using certified parts. The service includes a no-bounce policy: If the same problem occurs with the same component more than three times, a replacement unit is supplied. Customers can access online self-help. Technical query ownership and resolution is supplied by the headquarters research and development team. Improve IT productivity with service support for business computing Samsung offers additional service support to commercial customers and to local PC service providers. For commercial customers, services beyond the basic warranty are available. Commercial customers can: Access a support line Seek technical advice Attend training events, often free of charge Some Samsung PC customers have requirements that need to be met outside the Samsung network. In these cases, Samsung works with approved third parties to achieve the highest standard of service. For local PC service technicians who provide these services, Samsung offers: Technical training Administrative training Access to technical support Discounts on spare parts Samsung enlists only approved providers to help ensure PC customers receive the quality they deserve. 3

4 Choose from a suite of warranty packages tailored to specific company needs. Customize warranty coverage with extended warranty service packs Samsung offers several warranty service packs that provide additional warranty support. With extended warranty service packs, Samsung PC customers can extend the warranty period and select variable service types. Typically, after the expiration of standard warranty services, PC users must pay for the cost of repairing or replacing defective parts like motherboards, storage or LCDs. Without an extended warranty, these repairs can be costly. With Samsung extended warranty service, customers can have these and other repairs completed without additional costs. By using this service, companies can reduce unplanned maintenance expenditures. Extended period Samsung PC customers can extend their warranty period up to 5 years (including the basic warranty period). International warranty service Samsung provides an international warranty service for PC customers who travel or relocate to another country. 7 The service enables them to receive warranty service in countries where their eligible Samsung products are sold and serviced. Eligible machines can be serviced by Samsung or a Samsung authorized service center (ASC). Service providers in international locations perform services under the warranty terms. Response time With the response-time extended warranty service pack, Samsung offers repair time options to on-site customers. Using these options, customers can have their devices repaired at their convenience. Customers can choose repair response-time types based on their situation or location. When services are needed urgently, Samsung can offer next business day (NBD) service. If customers have more time available, they can choose a 2- or 3-day repair time. Transportation options Customers can choose the type of service provided within the warranty from the following range of options: 3, 4 On-site. A service engineer provides repair service at the customer s location. 5 Carry-in. The customer brings products in need of service to a service center. 6 P and R. A service center or logistics company collects devices in need of service and delivers repaired products back to the customer. 4

5 Safeguard sensitive data with accidental damage protection. Accidental damage from handling (ADH) The mobile age enables employees to be flexible in how and where they work. The working environment may be an airport, a coffee shop, a home office, or outdoors. With these and other possible scenarios, accidents such as dropping a laptop or spilling coffee on the keyboard are virtually inevitable. Accidents such as accidental liquid spills, drops, electrical surges or other incidents may cause damage to the machine. However, many warranties do not cover repairs for such usercaused damage. So, replacing an LCD or motherboard can be expensive, even if the machine is still under warranty. The Samsung business PC ADH service pack covers damage, failure and defective parts not under warranty. Problems must be caused by an unexpected accident or user mistake under normal operating conditions or handling. ADH service pack customers may have PC problems repaired, regardless of how the damage occurred, at no extra charge. 6 The benefits of ADH are : The PC ADH service pack offers lower costs than those typical for notebook LCD and motherboard repairs. With this service, company IT departments no longer have to manage spare parts or inventories to fix damaged PCs. They also no longer have to leave room in the budget for repairs. Samsung s extensive diagnostic tools can identify hidden damage that may have otherwise gone untreated. Accidental damage covered by the PC ADH service pack includes: Liquid spilled on or in unit Drops, falls and other collisions Electrical surges Accidental damage not covered includes: Damage due to fire Intentional damage Normal wear, cosmetic damage, consumable parts Damage due to war or nuclear incident, terrorism, unauthorized attempts to repair the product and use of damaged or defective media Data; business interruptions; obsolescence; cosmetic damage; rust; changes in color, texture or finish; gradual deterioration Error in design, construction, machine programming or instructions to the machine Fraud, theft, unexplained or mysterious disappearance, misuse, abuse or willful act Alteration or modification of the product With so many working scenarios made possible in the mobile age, accidents such as liquid spills and dropping are nearly inevitable. 5

6 Limit data leakage and increase data security compliance. Defective media retention (DMR) When a disk becomes defective, typically the customer requests a repair, the disk is delivered to a Samsung service center, and the defective disk is traded with a new one. Then backed-up data is recovered to the new disk. Customers that must comply with stringent internal or external data security regulations or maintain critical data on hard drives may be concerned about data leakage. This security concern is magnified when customers send the defective drives for servicing. Samsung technicians have procedures in place to erase data from defective hard drives. However, a variety of tools and techniques can still make the data accessible. Customers who do not want external exposure to their critical data must keep company hard drives under their control. The Samsung business PC DMR service pack enables users to keep their faulty storage devices, including those that may contain confidential data. Eligible storage devices include HDDs or solid-state drives (SSDs). The benefits of DMR are: The DMR service pack enables the prevention of data outflow. Hard drive data is controlled by customer company staff only, with no exposure to external personnel. Defective media retention lets users meet data security regulation requirements and mitigate the risk of expensive regulatory issues. The DMR service is specifically designed for customers who: Need to control and secure their classified, proprietary and confidential data Are subject to data privacy regulations Want a simpler, more cost-effective solution when choosing not to return a malfunctioning disk drive (including SSDs) For customers who purchase DMR service with the carryin or on-site option, the Samsung authorized engineer removes the storage device from the PC. DMR customers who choose the pick-up transportation option are required to remove and reinstall their own storage devices. They must also inform Samsung of the specific problem or error code. Figure 1. To keep confidential data safe, users may remove and keep the faulty storage device before releasing the computer to the technician for repair. 6

7 Manage PC repairs and costs for up to 5 additional years. Reduce the impact of PC maintenance Samsung Business PC Warranty Service and Service Packs help companies control costs with extended warranty support, including the following advantages: Samsung PC customers receive up to 5 years of extended warranty service. Samsung service support for business computing increases productivity for commercial customers and local IT support personnel. Warranty customers can use the specialized service packs to create a customized warranty package. Figure 2. Samsung Business PC Warranty Service and Service Packs help companies control PC repair costs. 7

8 Legal and additional information About Samsung Electronics Co., Ltd. Samsung Electronics Co., Ltd. is a global leader in semiconductor, telecommunication, digital media and digital convergence technologies with 2011 consolidated sales of US$143.1 billion. Employing approximately 222,000 people in 205 offices across 71 countries, the company operates two separate organizations to coordinate its nine independent business units: Digital Media & Communications, comprising Visual Display, Mobile Communications, Telecommunication Systems, Digital Appliances, IT Solutions, and Digital Imaging; and Device Solutions, consisting of Memory, System LSI and LCD. Recognized for its industry-leading performance across a range of economic, environmental and social criteria, Samsung Electronics was named the world s most sustainable technology company in the 2011 Dow Jones Sustainability Index. For more information, please visit For more information For more information about Samsung Business PC Warranty Service and Service Packs, visit Copyright 2012 Samsung Electronics Co. Ltd. All rights reserved. Samsung is a registered trademark of Samsung Electronics Co. Ltd. Specifications and designs are subject to change without notice. Non-metric weights and measurements are approximate. All data were deemed correct at time of creation. Samsung is not liable for errors or omissions. All brand, product, service names and logos are trademarks and/or registered trademarks of their respective owners and are hereby recognized and acknowledged. 1. Source: Computer reliability report Q by RESCUECOM. 2. Any warranty services rendered shall be in a manner consistent with the terms and conditions of the Samsung Mobile Computer Limited Warranty. Warranty services performed outside the country of purchase may take longer if parts are needed to repair. The terms and the conditions of the warranty service may vary from country to country 3. Service is available during normal in-country business hours. Calls received after 4:00 pm local time will require an additional business day for service dispatch. 4. International Warranty Service is available, but regional differences in service level may apply. All products and offers are subject to availability. 5. On-site service is available in metropolitan areas only. In case of nonmetropolitan areas, next-day service is not guaranteed. 6. Carry-in service may not be available in all regions. 5. International service is not available for desktop PCs, servers, and AIO PCs. 7. Accidental damages not covered by ADH service pack may require costs for repair. Samsung Electronics Co., Ltd. 416, Maetan 3-dong, Yeongtong-gu Suwon-si, Gyeonggi-do , Korea