Samsung On-Site Repair Service for Smartphones
1. Description of the Service
The On-Site Repair Service allows customers to have their Samsung smartphones repaired at their location, under the conditions described herein.
The service involves repairing your product in a specially equipped vehicle that will travel to your address. A technician will collect the Product at the indicated address, repair it in the equipped van, and then return it repaired to the same address.
2. Conditions of Application
Eligible products for the Service are Samsung smartphones.
The Service is offered until September 30, 2025, for any under-warranty repair on the following Products: Galaxy Z versions 5 to 7 and Galaxy S25.
The Service can also be subscribed to at any time outside of the aforementioned case, at a price of €19.90 TTC (repair cost to be expected in addition if the repair is not covered by Samsung's commercial warranty).
The Service is exclusively valid in Ile-de-France, and within the following geographical perimeter:
| City | Postal Code |
|---|---|
| Paris | 75017-75016 |
| Nanterre | 92000 |
| Puteaux | 92800 |
| Courbevoie | 92400 |
| Neuilly-sur-Seine | 92200 |
| Suresnes | 92150 |
| Levallois Perret | 92300 |
| La Garenne-Colombes | 92250 |
| Bois-Colombes | 92270 |
| Colombes | 92700 |
| Asnières-sur-Seine | 92600 |
| Clichy | 92110 |
3. Service Initiation
The Service is initiated by calling the Samsung Products Support Contact Centre at 01 48 63 00 00 (toll-free line open Monday to Friday from 9 AM to 8 PM, and Saturday from 9 AM to 6 PM).
The Contact Centre will verify the product's eligibility for the Service with you.
If the product is eligible for the Service, and if it is a paid service, you will proceed with the payment for the Service.
4. Handling Procedures
The conditions for product handling by Samsung are as follows:
- You provide the Contact Centre with an address (home or professional) for the on-site repair.
- A time slot is reserved for you at the earliest: (i) the next day if you call before 1 PM, or (ii) the day after tomorrow if you call after 1 PM.
- Our authorized repair agency will contact you to confirm the nature of the repair and the appointment date and time.
- Technician access to the indicated address is guaranteed by you, by providing accurate and complete information (address and mobile phone number to contact you for the handover of your Product).
- Our technician will contact you upon arrival at your location to proceed with the handover of the Product.
- Once the Product is in their possession, the technician will repair it in their equipped vehicle.
- The repair will be carried out within a maximum of 2 hours if the repair is covered by Samsung's commercial warranty.
- Once the Product is repaired, the technician will contact you to arrange its return.
- In case of a missed appointment, you must call the Contact Centre again to schedule a new date.
If the repair is not covered by Samsung's commercial warranty, a repair quote will be provided by the technician after a complete diagnosis of the Product, and the repair will only proceed after payment of the quote. The repair will then be carried out at the earliest on the day following the payment of the quote. The repaired product will be redelivered by a carrier to the address you provide during the repair request.
5. Samsung's Commitment
Samsung guarantees the fulfillment of its commitments under the Service.
However, Samsung cannot be held responsible for the non-fulfillment of its commitments in the following cases:
- Customer unavailability on the announced or agreed date and time slot.
- Impossibility for the technician to access the indicated address (roadworks, accidents, force majeure).
- Product non-conformity with what was declared during the call to the Contact Centre.
In case of Samsung's non-fulfillment of its commitments, outside of the cases mentioned in 5.2., Samsung will refund the amount paid when subscribing to the Service.
