Everything you need to know about Samsung repairs

Broken technology is no fun, no fun at all. Pretty much everyone knows that if you’ve got a broken iPhone you head to an Apple store right? If you’ve got a Samsung that is in need of fixing, the road to repair isn’t quite as clear.

In this guide we’re looking at Samsung phone repairs, Samsung tablet repairs, and Samsung Watch repairs, where to get them and how much you’re likely to pay.

In this guide:

• What can you get repaired
• How to submit a Samsung product for repair
• How much will it cost
• What is Samsung Care?
• But what about Samsung Care+?
• Does Samsung do free repairs?
• How long does a repair take?
• Should I use a third party repairer?

What can you get repaired

Samsung repairs are available directly from Samsung on all its products from phones through to fridges. Where Apple is relatively transparent about the cost of repairs and what these entail, Samsung doesn’t give exact details on repair costs apart from screen repairs.

How to submit a Samsung product for repair

If you’ve got a broken Samsung device you can manage your repair online. You have the option of submitting a Support Request or Creating a Service Booking. If you’re having software troubles or aren’t quite sure about the problem you’re facing then a Support Request is your first point of call. On the other hand, if you’re staring at a shattered screen or a broken camera then you can jump straight to a Service Booking.

Alternatively, read our guide on how and when to fix a broken phone screen.

In order to process this booking you’ll need to either create an account or sign in as a guest, and have your product serial number on hand.

For mobile devices you can either send it in, or organise a drop off to a registered repairer or your local Samsung store.

How much will it cost

You won’t find an extensive list of repair costs available online, but the fee will depend on a few factors:

1. The model and age of the device
2. If it is under warranty or not
3. Whether the issue is a manufacturer fault or due to your own negligence
4. The extent of the damage
5. Type of damage

In some cases, for example if the device is still under warranty and the issue is due to no fault of your own then the repair may be entirely free. You may also receive free repairs if the device doesn’t comply with Australian Consumer Law, but more on that later.

While we can’t provide a full list of repair costs, we know that Samsung screen repair prices tend to drop depending on age, and size of the device in question.

The more expensive a device was at launch, the more expensive a repair will be. You will also pay a premium to fix curved screens - so thanks for that Samsung. Below are the prices of Samsung screen repair for phones, tablets and watches.

What is Samsung Care?

Samsung Care is a priority repair and support service offered on eligible Samsung products. Mobile devices are included and with it you’ll get:

• Speed Assured 24 hour device repairs on select products and within metropolitan areas

• Instant Response which is priority support to elevate you from the regular plebs

• Hassle-Free Delivery once repairs are completed, within a 30km radius of drop off

There are no fees associated with Samsung Care.

Speed Assured

Speed Assured refers to the 24-hour repair window for mobile products such as phones, tablets, wearable and smartwatches. These only cover Australian variants and is only available during the Samsung Express Warranty period.

Note that the 24-hour period does not include home delivery of the repaired product.

Instant Response

The more accurate way to describe this is to add some quotation marks around the “instant” in Instant Response. Although the namesake would imply that you can expect an immediate reply to queries this isn’t the case.

You can contact Samsung on 1300 362 603 between 8:00am - 8:00pm AEST or live chat online between 8:00am - 10:00pm AEST. Wait times may apply.

Hassle-Free Delivery

Customers within a 30km radius of an authorised Samsung service location can opt in for free home delivery of the repaired device. Those using a loan device during repairs will not be able to utilise delivery services, and the drop off can only be made to the customer’s nominated address so you won’t be able to chop and change if you happen to leave the office early, for example.

But what about Samsung Care+?

The TLDR is that Samsung Care+ is a service that lets you swap out your device twice in two years, regardless of the condition. You will however, need to pay for the privilege.

There is a one time subscription fee, and a swap fee for each time you trade in your device. Depending on which device you have, and how clumsy you are it may be worth opting in for this program. The coverage, and swap fees change depending on which series device you have.

• A Series: $159 coverage, and $149 per swap
• S and Note Series: $249 coverage, and $149 per swap
• Z Fold and Z Flip Series: $399 coverage, and $299 per swap

The table below shows how much you would save on screen repairs by taking out Samsung Care+ for the latest devices available in each series. Screen repair costs vary so note that this list is not exhaustive, but you can math it out using the formula provided at the bottom of the table.

Does Samsung do free repairs?

As a general rule Samsung may provide free repairs under very specific circumstances.

One such scenario may be if the device doesn’t work as advertised, or goes against any terms outlined in the official warranty - provided it is still within the warranty period.

If a product does not perform as intended, or it breaks down faster than a usual shelf life would indicate, then the ACCC can help you get a free repair across the line. Although usually this isn’t necessary as manufacturers are well aware of the implications of not abiding by Australian Consumer Law.

According to Samsung’s Statutory Guarantees: “You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.”

A prominent example is The Note 7’s explosive tendencies - this was a clear manufacturer issue and therefore Samsung was wholly responsible for providing a refund. There are of course less dramatic ideations of this, but who are we to ignore such a highly charged example?

Naturally there are exclusions to what Samsung will remedy and what it won’t. While some manufacturers can be a bit shady about these limitations, Samsung outlines them in no uncertain terms on its Australia Consumer Law page.

According to this you will not be entitled to free repairs or remedies in the following cases:

• You purchased the goods at a sale by auction (as defined under the ACL)

• The loss or damage suffered was not reasonably foreseeable as a result of the failure to comply with a statutory guarantee

• The specific defect about which you have made a claim was specifically brought to your attention prior the purchase of the product

• The defect about which you have made a claim was caused by you having misused or abused the goods, or where you have failed to properly maintain the goods (including failing to follow the instructions in the user manual provided with the goods)

• The failure to comply with the guarantee occurred only because of a cause independent of human control and after the goods left the control of Samsung or the retailer, for example, acts of God

If the omega smited your Ultra then you’re out of luck.

How long does a repair take?

If you’re using Samsung Care or Samsung Care+ you can expect a 24 hour turn around. However if you need to mail-in a device, or wait for a part to come in it may be a lengthier process.

Should I use a third party repairer?

Going straight to the source is always going to be the best option, especially if your phone is within warranty. Using third party repairers may void your warranty, so it is worth going to Samsung within the first 24 months with your phone.

If on the other hand you have a second hand device, or you bought it at an auction, or even if the warranty has already been voided due to another snafu then by all means count your pennies and go with someone else.

Anula Wiwatowska

Offsite Editorial Lead | Instagram

Anula is the Off-Site Editorial Lead for WhistleOut Australia, and an award winning tech journalist. She has been writing about the Australian telco industry, and consumer technology for over five years, and has been known to tell her Uber driver which phone they should upgrade to next.

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