Malaysia

Accidental Damage and Liquid Damage claim

Submit a claim

1. You can submit a claim with one of the following methods:

   • Sign in to my.careplus.co/portal/login.

   • Call support at +603-9078 4999.

   • Email cs.my@careplus.co.

   • Chat live at my.careplus.co.

2. Provide product details such as IMEI/SN number and explain the nature of damage/issue.

   If the device is declared Beyond Economic Repair (BER), a replacement service fee is required from the customer. The payment details are sent to the customer’s registered contact details.

3. Choose one of the following convenient service modes:

   • Self drop-off your device at a Samsung Authorized Service Center for repair.

   • Schedule a pick-up and drop-off of the device for repair.

Service features

• Free pick-up and delivery service throughout Malaysia.
• No service fee for repair.

Terms and Conditions

• Device must be registered on an active Samsung Care+ for Business license.
• Device must experience unintentional physical and liquid damage. This includes any unforeseen and unintentional physical damage that occurs due to handling errors, liquid or external events at a defined place and time, which stops the device from working normally.
• Accidental damage or liquid damage and extended warranty claim for device repairs or replacement are provided up to the Maximum Repair Value as stipulated in Summary of Your Details section in the Terms of Service of your Samsung Care+ for Business contract.

Support contact info

☎ +603-9078 4999 | Mon-Fri: 9 AM–6 PM

✉ cs.my@careplus.co

Extended Warranty (EW) claim

Disclaimer

• SAMSUNG MALAYSIA ELECTRONICS (SME) SDN BHD (“SAMSUNG”) warrants to the original purchaser (“you”) that SAMSUNG’s products are free from defects in material and workmanship under normal use, and to service for the period commencing upon the date of purchase and will continue for the specified warranty period (“Warranty Period”).
• This Warranty is not valid unless you send the “Company’s copy” of this warranty card duly completed to SAMSUNG Malaysia Electronics (SME) Sdn Bhd within 7 days of purchase for registration and register at https://samsungknox.com for Samsung Care+ for Business, EW (Extended Warranty).
• This Warranty applies only to SAMSUNG products purchased through a SAMSUNG Authorised reseller in Malaysia.

Submit a claim

To submit an EW claim, do as follows:

1. Walk in to or make an appointment with your nearest Samsung Authorised Service Centre.
2. Samsung Authorised Service Centre checks your SCB subscription and diagnoses the device.
3. Samsung Authorised Service Centre creates and provides you a Defective Unit Service Order and proceeds with the device repair. Unless indicated otherwise, the repair usually takes around 4 business days.
4. You are informed after the repairs are complete to pick up the device from the service centre at any convenient time.

Terms and Conditions for an EW claim

• During the Warranty Period, SAMSUNG’s sole responsibility is to repair or replace, at SAMSUNG’s sole option, any defective component part or Product.
• Refer to the User’s Guide to ensure you have followed all the correct operating procedures. In particular, refer to any troubleshooting guide that may have been supplied with the product.
• In the event that you should require service assistance, contact the SAMSUNG Customer helpline at 1 800 88 9999. Alternatively, you may send the product to a SAMSUNG Authorised Service Centre. Please have your full SAMSUNG Model number and serial number, IMEI number (if applicable), date and proof of purchase, and a brief description of the fault/query ready when contacting our service team.
• If the product is outside the Warranty Period, you should send the product to a SAMSUNG Authorised Service Centre for a chargeable repair.
• If the product is covered by an extended warranty provided by the dealer, you should contact the dealer from whom this extended warranty was purchased. This is usually the same dealer from which the product was originally purchased.
• You shall permit SAMSUNG to conduct diagnostic tests on the product to determine the cause of failure/defect. SAMSUNG’s determination of the cause of fault/defect shall be final and conclusive.
• Repair parts and replacement products shall be furnished at SAMSUNG’s discretion on an exchange basis, with a product of comparable value, and shall be either new or reconditioned. In the event of an exchange, SAMSUNG will not refund the difference between the value of the replacement and the product. SAMSUNG will request payment shall there be a price difference for the replacement model based on the current recommended retail price (RRP). All replaced parts and products shall become SAMSUNG’s property.
• SAMSUNG may refuse to attend to any products installed in locations that are inaccessible and/or hazardous to its service agents. Labour charges are payable by you for relocation of product to another location.
• Remove any options, features, parts, accessories, or attachments prior to sending the product to SAMSUNG, unless such options are required in the course of repair. SAMSUNG shall not be responsible for any damage to or loss of such options, features, parts, accessories, or attachments.
• Unless otherwise indicated, you shall bear all postage, insurance, or delivery costs incurred in delivering the product from you to SAMSUNG and/or from SAMSUNG to you.
• If SAMSUNG determines that the repair required is not covered under the Warranty for whatever reason (including in the case of poor performance/reception/output quality due to fault of signal source condition), you will be duly notified. If you were to authorise the repair not covered under the Warranty, you must pay for all parts, shipping, and labour charges for the repair or return of such product.
• The Warranty is only applicable to products sold by SAMSUNG MALAYSIA ELECTRONICS (SME) SDN BHD (“SAMSUNG”).
• Repair(s) can be done at any Samsung Authorised Service Centre all over Malaysia.

Warranty does not apply if

• This Warranty is not valid unless you send the “Company’s copy” of this warranty card duly completed to SAMSUNG Malaysia Electronics (SME) Sdn Bhd within 7 days of purchase for registration. Alternatively, you may register your warranty online at https://www.samsungknox.com.

• The warranty period has expired.

• The IMEI, Serial Number, and Model of the product have been removed or changed or there are streaks or smears.

• Damage caused by user negligence and/or inconsistency with instructions of use.

• Damage due to negligence including but not limited to falls, exposure to fluids, improper use, voltage of electric current, cracking due to pressure, faulty storage, scratching, rusting, staining, mildew, or external damage caused by everyday use, etc.

• Damages caused by force majeure events including, but are not limited to, natural disasters and/or riots.

• Spare parts are replaced with non-original parts by users outside those designated by Samsung and have been opened and/or repaired by a non-Samsung technician.

• Software or hardware that has been modified by the user.

• This Warranty covers the SAMSUNG product only. Unless expressly provided for, this does not include accessories or consumables items such as batteries, bulbs, ink cartridges, etc.

• This Warranty is invalidated if the defect is caused (howsoever) by wear and tear, accident, misuse, abuse, neglect, rough handling, or abuse. It is invalidated if unauthorised persons carry out any alterations or repairs.

• Also, this Warranty is not valid in the following cases:

• If the warranty card has been altered, defaced, or erased in any manner whatsoever.

• You do not provide us with the original proof of purchase, which must include the following information: name and address of seller, date and place of purchase, product model, and serial/IMEI number.

• Product purchased from non-authorised dealers or from overseas (unless international warranty applies)

• Cosmetic damage (dent, crack, scratch, etc.)

• Spillage of food/liquids

• Operating with incorrect or irregular voltage supply

• Corrosion, rusting, or stains

• Improper testing, operation, demonstration, maintenance, installation, adjustment, or any alteration or modification of any kind

• If any part or parts of the unit are replaced with a part or parts not supplied or approved by SAMSUNG

• Repair or attempted repair by any party other than a SAMSUNG authorised technician

• Product serial removed, made illegible, or has been tampered with

• Use of the product in a commercial environment

• Where any ancillary equipment or software not furnished or approved by SAMSUNG causes problems or damage

• Failure to conduct user servicing or cleaning of the product or part (including heads, internal cavities, and user-accessible filters)

• Infestation by insects or vermin

• Incomplete or improper installation

• Use of any kind for which the product is not designed for

• Use of faulty or leaking batteries or batteries not manufactured by SAMSUNG

• Damage due to improper packing during shipment to SAMSUNG

• Disasters such as floods, fires, winds, earthquakes, or lightning

• Damage due to foreign material

• Damage due to exposure to moisture, dampness, or extreme thermal environment conditions

• Various product models have differing specifications, functions, display, appearance, and performance, and are not regarded as a defect in the product.

• Please ensure that data in your product has been fully “backed-up” before it is handed to SAMSUNG for repair. Although SAMSUNG will take reasonable efforts to return your product with all your software programs, data, and information stored on any media intact, SAMSUNG shall not liable if during the repair of the product the contents in the product’s data storage media are altered, deleted, or in any way modified.

• This warranty does not cover general product maintenance, demonstration, installation, routine servicing, calibration, and customisation of the product.

Limitation of Liability

• To the maximum extent permitted by law, and except as expressly set forth in the Warranty contained herein, SAMSUNG makes no warranty or representation and there are no conditions, express or implied, statutory or otherwise, of any kind whatsoever with respect to the product, including but not limited to the merchantability of the product or its fitness for any particular purpose or use, design, condition, quality, or performance of the product, or workmanship of the product or the components contained therein. Nothing contained in the user/instruction guide/manual shall be construed to create an express warranty of any kind whatsoever with respect to the product.
• SAMSUNG shall not be liable for any damages of any kind resulting from the purchase, use or misuse of, or inability to use the product or arising directly or indirectly from the use or loss of use of the product or from the breach of the express warranty, including incidental, special, consequential or similar damages, or loss of anticipated profits or benefits, or for damages arising from any tort (including negligence) or fault committed by SAMSUNG, its agents or employees, or for any breach of contract or for any claim brought against you by any other party.
• This limited warranty shall not extend to anyone other than the original purchaser of this product and states your exclusive remedy. If any portion of this limited warranty is held illegal or unenforceable by reason of any law, such partial illegality or unenforceability shall not affect the enforceability for the remainder of this limited warranty which you acknowledge is and will always be construed to be limited by its terms or as limited as the law permits.
• This Warranty does not affect your statutory rights as a consumer in any way. The warranty is in addition to (and does not exclude or modify in any way) any non-excludable statutory rights you may have. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages or exclusions of implies or deemed conditions or warranties, so the above limitation or exclusions may not apply to you.

Mobile Phone & Tablets

• The dead pixel warranty applies when your mobile device display contains certain dead pixels per the list below. Within the standard warranty period on your mobile device (including Tablets, e.g. Model Code with GT* or SM-*) display, SAMSUNG will replace/replenish your defective mobile phone display.