Coverage Limitations
Samsung warrants 3 years of LED display product parts for installed customer locations listed below:
- Warranty parts: Samsung manufactured LED Signage product parts
Support Services
Samsung provides phone-based contact center, parts repair and related labor services. Samsung is responsible for the activities listed below:
- Contact Center
Contact Samsung B2B Call Center (Local Business Hours)
NL 0800 3909900 b2bsupport@samsung.nl
BE 0800 39099000 b2bsupport@samsung.be
Send-In Repair Service
Customer will be responsible for un-installing the failed part and sending it to the designated ASC or Samsung subsidiary and ASC or Samsung subsidiary will send it to designated RMA center. In case it would be deemed unrepairable, Samsung reserves the right to replace the part with a refurbished or new one that is comparable to the defective part. The replacement part will take on the remaining warranty period of the original products. Samsung will be responsible for sending the repaired part or replacement to customer (or install site)
Extended Warranty
Warranty service years can be extended up to 5 years in total
o Customer should order this package in 30 or 60 days please contact your local sales person
Exclusions for all supported products
For the avoidance of doubt, the following activities are not included in the scope of this Warranty description:
- Any services, tasks or activities other than those specifically noted in this Service description
- On-site activities including install, de-assembling/removal, pickup, re-assembling of spare or service parts
- In no event shall Samsung be responsible for any costs associated with: (i) the removal or re-installation of Products from or into systems or applications into or with which Product may have been integrated; or (ii) items, content, materials or products into or with which Product may be integrated or used.
- Samsung is not liable to any form of direct, indirect or consequential loss suffered by a customer during any downtime. Samsung recommends that its customers have a buffer stock of products to ensure downtime it kept to a minimum.
- Access equipment, traffic management, road or site permits
- Used in violation of specifications, instructions, user manuals or other requirements
- Performance assistance: Any technical services for color calibration, display or contents performance improvement etc.
- Warranty, repair or any other type of service requested for non-Samsung products
- Spyware/virus removal
- Support for display damaged by act of nature or misuse, accident or abuse of products; Improper storage, installation or handling; unusual physical or electrical stress
- Cleaning of display
- Consumables such as batteries, fuses, plugs, etc.
- Any issues related to site power or internet connectivity
- Display failure by oil and water Infiltration
General Customer Responsibilities
Customer (Sales channel partner, dealer such as SI, Reseller etc. or End-user contractor) is responsible for following conditions:
- Purchasing, Housing, Packing and Management of spare parts
o Customer purchases spare parts* over of total buying price (display & peripherals, net price)
* Note: minimum 5.6% for P1.5, 4% for P2.0
o Minimum order configuration of spare part:
Cabinet & S-Box
o The minimum order configuration & quantity of spare parts should be defined upon risk management plan & quoted upon a GBM HQ Guidance
- Failed part delivery to Samsung designated location (Customer pays for the packing & delivery) and compliance of RMA instruction
- Authority to grant access
- Access equipment, if required, for display access
- Cooperate with remote technical assistant team
- Service enquiring with installed product or site information
o Model info & defective part numbers of the supported product part
o A description of the problem and any troubleshooting steps taken prior to calling Help Desk
o The case/ticket number if one has already been assigned through prior contact with Samsung Help Desk or Technical Support.
- EOCN (Engineering Onsite Change Notification) to Samsung Subsidiary during the warranty period
- Maintain contents and serviced releases
- Data backup, migration, removing confidential data
- Third party warranties
Out-of-Warranty Service
Customer shall be able to contact Samsung designated B2B contact line after standard warranty expires and require the billable service options available.
When a customer’s unit is no longer under warranty, either because the warranty period has expired or the Supported Product’s alleged problem or defect is not a Qualified Incident, there is an option to purchase out of warranty support for a fee. For a fee, Samsung Technician (or Designated Authorized Partner) will diagnosis the problem and if there is a hardware defect, Samsung Technician will give an estimate to the customer of the price of out of warranty repair fees including labor and parts. The customer is responsible for shipping the defective part. Out of warranty fees will be finalized once the defective unit has been examined by a qualified Samsung Technician
Additional Information Applicable to Warranty Services
The Starting Date of the Warranty Coverage
The warranty shall commence from the date of shipping to Customer as long as customer’s able to prove or submit the proof of document to Samsung.
If no proof of the original shipping date, the effective date would be considered as below:
- starting from the date of purchase if not as above
- starting from the date of manufacturing if not as above