SAMSUNG SMART SERVICE. Samsung Electronics Australia Pty Ltd ABN ( Samsung )

Transcription

1 SAMSUNG SMART SERVICE Samsung Electronics Australia Pty Ltd ABN ( Samsung )

2 KEEP YOUR BUSINESS GOING STRONG NO BUSINESS CAN AFFORD TO LOSE PRODUCTIVITY, MISS A DEADLINE, MISLAY AN ORDER, OR LET A CUSTOMER S CALL GO UNANSWERED. Technology is critical to the success of any organisation and Samsung gives you the power to connect, create and collaborate as never before with products that have a reputation for innovation, quality and reliability. Samsung Smart Service enhances that reputation with levels of support and service to keep those products and your business going strong. MAINTAIN BUSINESS CONTINUITY WHILE DEALING WITH ACCIDENTS AND OTHER UNFORESEEN INCIDENTS. 3

3 SAMSUNG SMART SERVICE With any IT purchase, on-going support and service is essential and should be factored into any technology investment. Because, no matter how good products are, they can fail, get damaged, or be poorly maintained. Samsung Smart Service is designed specifically to meet the needs of Samsung enterprise customers. Enterprise customers want the reassurance that they can call a single point of contact the Samsung Service line. And when they do, they want to talk to a trained and accredited person who knows the product, can access the relevant information, quickly assess the situation, and expedite a remedy. They want a person who understands that technology which is not working equates to lost business. SAMSUNG SMART SERVICE CAN BE TAILORED TO MEET THE EXACT NEEDS OF ITS ENTERPRISE CUSTOMERS. SMART AND TAILORED FOR YOU The Samsung Service team works with its enterprise customers to develop tailored service and support solutions to optimise their use of technology and prepare for the unexpected. As well, because Samsung has an extensive enterprise product range, it is possible to bundle a complete package of products, service and support for greater cost efficiencies. ON-GOING SUPPORT AND SERVICE IS ESSENTIAL AND SHOULD BE FACTORED INTO ANY IT INVESTMENT. Samsung information technology products covered by Smart Service include: MONITORS CHROMEBOOKS LARGE FORMAT DISPLAYS ZERO AND THIN CLIENT DISPLAYS MOBILITY A4/A3 PRINTERS AND COPIERS 4 SAMSUNG

4 COMPONENTS OF SERVICE 1 When purchasing your Samsung products, talk to your Samsung Account Director or Samsung authorised reseller about the best Smart Service for your organisation. Samsung has taken the knowledge gained from its vast consumer experience, then developed, enhanced and moulded it into a business model that offers you the highest level of after sales support available. STANDARD SERVICE OFFERING The following service offerings form part of Samsung standard product warranty 2 RETURN TO BASE Return to Base means that a customer brings their product to a Samsung Authorised Service Centre for inspection and repair. PICK UP Once a Service Request has been lodged and Samsung determines that the product is eligible for pick up, Samsung collects it from the customer s premises for inspection and repair. In most cases, the product will be returned to the customer within five business days of their arrival at the Authorised Service Centre. ONSITE On receipt of a Service Request, Samsung determines whether an onsite service technician is required and, if so, dispatch a technician, in most cases, on the next business day. ADVANCED EXCHANGE Advance Exchange enables a customer to request that Samsung attends the customer s premises, collects the product and provides the customer with a replacement so that down-time is minimised. ADVANCED EXCHANGE AND RETURN Samsung attends the customer s premises, collects the product and supplies the customer with a temporary replacement product until such time the original product is repaired and returned. PREMIUM SERVICE OFFERINGS ACCIDENTAL DAMAGE PROTECTION (ADP) 3 With ADP, Samsung arranges to provide insurance coverage for accidental damage through a third party insurer. The terms of such insurance (including covered events, cost, duration, excess payable in the event of a claim, and policy exclusions) will vary depending on the terms of the applicable policy, the particular products purchased, the customer s operating environment and other factors. PREMIUM ONSITE If additional onsite support is required, Samsung can provide various levels of cover to meet your needs. From a faster response time to 7 days a week and even 24 hrs a day. 1 For full terms and conditions visit: 2 For full product warranties visit: 3 Currently only available for schools 5

5 ACCESSING SMART SERVICE Should your Samsung product fail for any reason, simply call the Samsung Service Desk on In most cases, the Samsung Service Desk or Remote Technical Support team will assess the service request and respond within one hour. Based on the information provided by the customer, they will assign it a severity and support level. This ranges from troubleshooting over the phone for simple issues, through to a commitment of full-time resources including, advanced technical help, liaising with the manufacturer, working around the clock, where the failure is having a significant impact on the customer s business. CUSTOMERS CAN BE REASSURED BY THE SAMSUNG PROMISE OF INNOVATION, QUALITY AND RELIABILITY. Regardless of the type of service, severity or level of support, the customer can be assured that Samsung authorised and trained personnel are doing whatever it takes to solve the problem 6 SAMSUNG

6 YOUR SAMSUNG IT SUPPORT AND SERVICE TEAM IS JUST A PHONE CALL OR MOUSE CLICK AWAY. FIND OUT MORE To discuss your Samsung service requirements, contact your Samsung Account Director, the Samsung Service Desk or a representative of your Samsung authorised reseller to discuss your desired service types and to find out which services are available with respect to your products. SERVICE DESK Tel: [email protected] TERMS AND CONDITIONS Please note that this is not a Product Disclosure Document and does not constitute an offer to purchase. Once you ve purchased your Samsung products register them through your Samsung reseller, the Samsung Service Desk or at For full Terms and Conditions regarding Samsung Smart Service Packs visit: For the purposes of this document Samsung refers to Samsung and/or its authorised agents or resellers. PROTECT YOUR VALUABLE TECHNOLOGY INVESTMENTS WITH TRAINED, CERTIFIED ASSISTANCE. 7

7 WHAT S YOUR NEW BUSINESS EXPERIENCE? A place where people are free To be where they need to be And technology is a joy to use Enhancing lives and enabling business Where people connect seamlessly And collaboration and creativity abounds Where customers enjoy rich and relevant experiences And your business is transformed To a future you ve only imagined Full of new possibilities IT S THE NEW BUSINESS EXPERIENCE Scan to download the New Business Experience brochure in digital format. samsung.com.au/business