Doorstep Repairs

How does an in warranty repair differ from out of warranty?

• in warranty is Chargeable

• in warranty is not chargeable (excluding Physical Damage)

• Out of Warranty is not chargeable (excluding physical Damage)

• out of Warranty Repair is chargeable

Can we take payments from a customer for their phone repair if out of warranty?

• yes

• no

What is the website used for an out of warranty repair?

• samsung.com

• samsungrepair.com

• https://www.samsung.com/uk/support/repair/

What must we do before we can book a doorstep repair?

• Check if that service is available to them first

• Offer this service

• transfer to different department

What needs to be removed before the engineer looks at the device?

• Samsung account & Google Account

• Screen Lock

• Sim Card, SD Card if applicable & Phone cases

• Pictures & Media

What Tool do we use to check if Doorstep Delivery is Available?

• Coverage Checker

• ASC Locator (in LUCID)

• Samsung Website

• Samsung repair website

What ref number do you give the customer once a repair has been booked?

• SO - Service Order number

• BP - Business Partner Number

• SR - Service Request Number

What would you Place in the Status boxes on GCIC?

• Pending > Transfer to Service Order

• Closed > Transfer to Service Order

• Closed > Closed with consultation

• Pending > Transfer to Other Responsible Personnel

What happens during a Doorstep Repair?

• Device is fixed on site where possible

• Device will be taking to Technician

• Device will be send by Courier to Technician

if customer can not remove device locks what is the next step?

• provide proof of on day of repair

• log onto online and remove the account remotely

• provide Proof of Purchase by email