Galaxy Z Premier Service T and C
Galaxy Z Premier Service T and C
Galaxy Z Premier Service T and C
1. The Samsung Galaxy Z Premier Service ("Service") is organized by Samsung Malaysia Electronics
(SME) Sdn. Bhd. (629186D) ("Samsung"). The terms and conditions of this Service and the Privacy
Policy posted on this site will be construed as the Customer Agreement ("Agreement") of this
Service on which Samsung offers you ("Customer").
2. This Agreement is entered between Customer and Samsung based on the following terms and
conditions.
3. By participating in this Service, Customer fully and unconditionally agrees to and accepts the Terms
and Conditions and Samsung's Privacy Policy.
4. This Agreement and Service shall be valid for the period of 12 months from the date of purchase
of the Customer’s Galaxy Z with a Malaysia IMEI number from Samsung’s Authorized Retailers
(”Device”), unless otherwise stated. Customer shall be required to present a valid proof of
purchase of the Device in order to use the Service.
5.1.1 Customer may call 1800-88 7799, live chat via Samsung Members or
Samsung.com/my, 24 hours a day, 7 days a week, to request for assistance or make
any enquiries relating to the Device.
5.2 One-Time Screen Replacement and Screen Protector within Twelve (12) months of from
date of purchase
(a) A one-time screen replacement or repair within 12 months from the date of
purchase. The said protection is for inner screen of Galaxy Z Flip only, and exterior screen
is excluded. To be entitled for the inner screen replacement, please register your
device following the below steps.
Step 1: Log-In to Samsung Activate and Log-in to Samsung Members and tap on
Members the benefit banner.
Step 3: Entitlement of the One- Once complete, e-Certificate of one-time Screen Crack
Protection will be emailed to Customer within 14 days
time Screen Crack Protection
from the date of registration.
(b) A one-time free screen protector within 12 months from the date of
purchase for Galaxy Z Flip at all the Samsung Service Center
(https://www.samsung.com/my/support/service-centre/). A deductible amount
(RM45) is payable by Customer for the subsequent screen protector replacement.
5.2.2 Customer may, within the first 12 months from the date of purchase of the Device,
request from Samsung a one-time screen replacement or repair for any defect to
the Infinity Flex screen that are assessed by Samsung Authorized Service Center.
Such replacement must be done within the 12 months from the Device purchased
date. For the avoidance of doubt, a “functional failure” shall exclude:
(b) The period of the Screen Protection Plan shall be one (1) year from the
date of the purchase of your device.
(c) Screen Protection Plan covers damage to your inner display screen of
Device caused as the result of unintentional, unexpected or accidental
damage, however subject to your submission of a valid claim and payment
of Service Fee. The Company will replace the defective inner display
screen with a new or equivalent to new in performance.
(e) Unless otherwise specified, Screen Protection Plan covers the hardware
components of the Device as originally supplied and does not cover any
software, consumable items, or accessories even if packaged or sold
together with the Device. For details on any user rights to software,
please refer to licensing agreement accompanying such software.
5.2.3 A deductible amount of RM600 (inclusive of 6% SST) is payable by Customer for the
screen replacement or repair. Such payment shall be made upfront before Samsung
proceeds with screen replacement or repair. Where Customer opts for door-to-
door delivery service, Service Center’s Personnel will arrange the payment method
with customer after repair.
5.2.4 Customer may utilize the free door-to-door delivery service (refer 5.3.2) or proceed
to any of these Authorized Samsung Customer Service Centers
(https://www.samsung.com/my/support/service-centre/) for Samsung’s
assessment on whether the Infinity Flex screen is eligible for replacement or repair
under this Clause 5.2.
(a) Samsung reserves the right to amend the applicable locations from time to
time.
(b) Customer may call 1800-88 7799 to inquire on the current list of applicable
locations.
5.2.5 Prior to collecting the Device from the Customer for screen replacement or repair:
(a) The Service Center Personnel will verify that the person requesting for
screen replacement or repair is the same person that is enrolled with the
Service;
(b) Customer must agree in writing to Samsung's standard repair service terms
and conditions;
(c) Customer must execute Samsung's standard waiver of data loss during
Services;
(d) Customer shall ensure that all data in the Device has been fully backed up
prior to service. Customer shall also remove the SIM Card (if any) from the
Device prior to handing the Device over to Samsung; and
5.2.6 In the event that Customer has affixed any on-screen accessories on the Device,
including any screen protector, Customer agrees that Samsung shall not be
responsible for any damage or loss of such accessories.
5.3 Free Onsite Pick-up and Delivery for Service Support with 12 months
5.3.1 Customer may, within the first 12 months from the date of purchase of the Device,
request Samsung to provide pick-up and delivery for service support for the Device.
Each pick-up or delivery service includes pick-up of the Device from Customer for
the Device to be sent for service support, and delivery of the Device back to
Customer after service support is completed.
5.3.2 The free pick-up and delivery for service support will be provided based on the
following terms:
(b) Customer shall call careline 1800-88 7799 for the free pick-up and delivery
service arrangement.
(c) Pick-up and delivery locations must be within Malaysia, with the exclusion
of areas that are remote or restricted zones, or places that require security
pass/ clearance.
(d) The pick-up and delivery service shall be performed during the operation
hours of Samsung Authorized Service Center. The list of Samsung
Authorized Service Center(s) are as follow:
Sunway Pyramid Lot F1.27, Sunway Pyramid Shopping Mall, No 3, Jalan PJS
3 Selangor Central Mon-Sun: 10am-10pm
Shopping Mall 11/15,Bandar Sunway, 46150, Petaling Jaya, Selangor.
Mon-Fri: 9am-6pm
1-02-11, 1-02-12 & 1-02-13, E-Gate, Lebuh Tengku Kudin 2, 11700
4 Pulau Pinang Northern E-Gate Sat: 9am-1pm
Gelugor, Pulau Pinang.
Sun & PH: Closed
Mon-Fri: 9am-6pm
No. 27 & 29, Jalan Molek 1/5A, Taman Molek (Molek Square),
6 Johor Southern Molek Square Sat: 9am-1pm
81100 Johor Bahru, Johor.
Sun & PH: Closed
Mon-Fri: 9am-6pm
No. H-0-2, Block H, Ground Floor, Karamunsing Capital, 88300
7 Sabah East M'sia Karamunsing Capital Sat: 9am-1pm
Kota Kinabalu, Sabah.
Sun & PH: Closed
Mon-Fri: 9am-6pm
No. 1, Ground Floor, Song Plaza, Lot 12168, Block 16, Jalan Tun
8 Sarawak East M'sia KCLD Kuching Sat: 9am-1pm
Jugah, 93350 Kuching, Sarawak
Sun & PH: Closed
(e) Samsung shall treat the free door-to-door delivery service as redeemed for
1 request each time Customer:
(i) Fails to cancel or postpone the pick-up or delivery time at least 2 hours
prior to the appointed time, or
(f) Samsung reserves the rights to amend the pick-up and/or delivery locations
without prior notice.
(g) The decision on suitability of pick up and/or delivery location is at Samsung’s
discretion.
(h) For avoidance of doubt, the pickup and/or delivery service is not inclusive
of service support. Service support for in- warranty Devices will be
provided in accordance with Samsung warranty terms. The costs of parts
and labor for Devices that are not eligible for in warranty service (ie service
falls outside Samsung’s product warranty) are chargeable at Samsung’s out
of warranty rates. For out-of-warranty Devices, an evaluation fee to be
informed by Samsung will be payable upfront at the point of collection of
the Device from Customer. After evaluation by Samsung, a quotation of the
costs of out-of-warranty service will be provided to Customer, and such
costs must be agreed to by Customer prior to commencement of service
support. Customer shall pay the costs of the out-of-warranty service
directly to Samsung personnel upon receipt of the Device after service
support has been completed.
5.3.3 Pick-up formalities: Prior to the collecting of Device by Samsung Service Center
Personnel from customer:
(a) Customer shall call careline 1800-88 7799 for the free pick-up and delivery
service. The Call Center will check the door-to-door service coverage
availability. If yes, the Service Center will call Customer to arrange for pick-
up and delivery. If no, Call Center will direct Customer to the nearest Service
Center.
(b) Dispatch will collect the Device from Customer according to the agreed
arrangement and schedule.
(c) The Service Center Personnel will verify that the Customer requesting for
free pick-up and delivery service is the same person that is enrolled with the
Service;
(d) The Service Center Personnel will inspect the Device to identify the eligibility
for service support, for example that the Device has not been tampered with
or subject to unauthorized repair, the Device has not been rooted and there
is no physical damage or liquid damage;
(e) Customer must agree and perform Samsung’s standard waiver of data loss
when the service is being performed; and
(f) Customer shall ensure that all the data in the Device has been fully backed
up prior to the repair service to avoid any data loss during the repair process.
Customer shall also remove the SIM card (if any) from the Device prior to
handling the Device over to Service Center Personnel.
(a) The Service Center Personnel will inform Customer on the completion of
service support, and to arrange for delivery of the Device back to Customer.
The Service Center Personnel will also arrange for the repair payment
method with the Customer.
(c) Upon receipt of the Device, Customer or the proxy on behalf of Customer
must sign a job-completion form to acknowledge that the Customer has
received the Device with satisfactory service support provided.
(d) Any subsequent issues arising from the same fault after that will be treated
as a new or separate case.
For avoidance of doubt, the Device shall be deemed duly returned to the Customer when
the job completion form is signed by the Customer or the proxy.
5.4.1 Customer may, within the first 12 months from the date of purchase of the
Device, request from Samsung for assistance to transfer data using Samsung
Smart Switch, directly or indirectly through a device such as a PC:
5.4.2 Customer may utilize the Hassle-free Data Transfer service at any Samsung
Customer Service Center.
5.4.3 Samsung shall not be liable for any loss, destruction or corruption of data during
the data transfer. Customer shall ensure that all data is fully backed up prior to
data transfer. Prior to performing the data transfer service, Customer must
execute Samsung's standard waiver of data loss during data transfer.
5.5.2 Customer may utilize the Diagnostic Device Check service via visit any Samsung
Customer Service Center.
5.5.3 Diagnostic Device Check formalities: Prior to performing the Diagnostic Device
Check, Samsung's technician will:
(a) Verify that the person requesting Diagnostic Device Check is the same person
that is enrolled with the Service;
(c) Require the Customer to execute Samsung's standard waiver of data loss
during Diagnostic Device check. Customer shall ensure that all data in the Device
has been fully backed up prior to the Diagnostic Device Check. Customer shall also
remove the SIM Card (if any) from the Device prior to handing the Device over to
Samsung.
5.5.4 Upon completion of the diagnostic check, there may be recommendations from
Samsung’s technicians for Customer to do a repair on the Device, and Customer can
decide whether to proceed with the recommended repair. Service support for in-
warranty Devices will be provided in accordance with Samsung’s warranty terms.
The terms of Samsung's product warranty are found at
https://www.samsung.com/my/support/warranty/. The costs of parts and labor for
Devices that are not eligible for in-warranty service (i.e., service falls outside of
Samsung's product warranty) are chargeable at Samsung's out-of-warranty rates.
Costs of out-of-warranty service must be agreed to by Customer prior to
commencement of service support. Customer shall pay the cost of the out-of-
warranty service directly to the technician at the Samsung Customer Service Center
or, if Customer has opted for door-to-door delivery service, to Samsung personnel
at the point of receipt of the Device after service support has been completed.
5.6.1 Customer may call the careline 1800 88 7799 to check out the nearest Service
Center and book an appointment prior to visit our dedicated support staff to avoid
the long waiting time.
5.6.2 Galaxy Z Customers will get the priority to be serviced first at the Service Center.
7. Customer's Covenants
7.1 In connection to this Service, Customer will not use this Service:
7.3 To export the unit purchased except in compliance with the export control laws of relevant
jurisdictions and in accordance with posted rules and restrictions.
7.4 In the event Samsung suspects or discovers that the Customer is abusing this Service and/or
Samsung in any of the ways mentioned above or otherwise, Samsung may, at our sole
discretion:
a) Take necessary steps to prevent and mitigate such abuse such as limiting, suspending,
or terminating the Customer's eligibility for the Service and access to this Service; or
b) Delaying or removing hosted content, removing any special status associated with
Customer account(s), reducing or eliminating any discounts, and taking technical
and/or legal steps to prevent Customer from using the Service.
8. Limitation of Liability
8.1 Samsung uses its reasonable effort to keep its site safe, secure, and functioning properly,
but SAMSUNG does not guarantee the continuous operation of or access to this site.
8.2 Customer agrees that he/she is making use of this site at his/her own risk, and that it is
being provided to Customer on an "AS IS" and "AS AVAILABLE" basis.
8.3. To the extent permitted by applicable law, Samsung shall not be in any way liable for any
consequential, incidental, indirect, special or similar damages whatsoever arising from or
in connection with the use, inability to use or performance of the Service, including without
limitation loss of revenue, loss of profits, loss of opportunity, loss of business, loss of
goodwill, loss of reputation, loss of the use of the Service or Device, costs of substitute
equipment, loss due to downtime cost, costs of recovering, reprogramming or reproducing
any program or data stored in or used with a system containing the Service or Device or
loss or damage, corruption or compromise of data, whether due to breach of warranty,
strict liability, product liability, the negligence of Samsung, or otherwise, even if Samsung
is aware of the possibility of such damages.
8.4. Customer shall assume full responsibility in case of any accident, damage or claim resulting
from participating in this Service.
8.5. Customer shall be deemed to be able to perform legally binding contract upon his/her
submission of personal details and there shall not be any refund or costs whatsoever
arising from his/her violation of the minimum age stated herein.
8.6. Warranty of the Samsung Galaxy Z is subject to standard product warranty coverage as per
terms and conditions stated in the official corporate website at
http://www.samsung.com/my/support/warranty. Customer is advised to check the
website from time to time and stay informed for any changes on the terms and conditions
of the warranty.
8.7. All transportation, personal costs and/or any other costs, fees and/or related expenses
arising out of the collection of the phone are the Customer's sole responsibility, otherwise
stated.
9. Indemnity
9.1 Customer will fully indemnify and hold SAMSUNG (and our affiliates and subsidiaries, and
our and their respective officers, directors, employees, agents) harmless from any claim or
demand, including reasonable legal fees, made by himself/herself or any third party due
to or arising out of his/her breach of these Terms and Conditions, improper use of the site
or breach of any law or the rights of a third party.
10. Privacy
10.1 By providing Customer's personal data, Customer is indicating that he/she has read,
understood and agreed that his/her personal data will be recorded, stored or otherwise
processed in accordance to Samsung's Privacy Policy available at
http://www.samsung.com/my/info/privacy.html.
11. General
11.1 Any applicable service fee, once paid is not refundable, even if no claims under the Service
have been made by the Customer or if the Customer has not consumed all of the Service.
11.2 The Service is personal to the registered Customer and Device is not transferable to another
person or device.
11.3 Samsung shall not be liable for any loss, destruction or corruption of data during the data
transfer. Customer shall ensure that all date is fully backed up prior to any data transfer.
Customer must execute Samsung’s standard waiver of data loss during data transfer.
11.4 In the event Customer have queries with regard to the Service; please call Samsung careline
at 1-800-88-7799 for clarification.
11.5 SAMSUNG reserves the right to make amendments to the Terms and Conditions of the
Service herein without prior notice.
11.6 All pictures and/or images of the Device or Service found in any advertising and marketing
materials are for illustration purposes only and may be different from the actual products
and services provided.
11.7 Samsung reserves the right to disqualify any submissions for One-time Inner Screen
Replacement or Repair redemption in the event of violation of any of the Terms and
Conditions.
11.8 In case of any dispute, SAMSUNG reserves the right to make the final decision and shall
have the right to cancel, disqualify the order or forfeit the eligibility of Customer necessarily.
11.9 By accepting this Service, Customer agrees to grant Samsung and their respective parent
companies, subsidiaries, affiliates, licensees, directors, officers, agents, independent
contractors and advertising/promotion agencies the use of his/her full details submitted
through the Service, without further compensation, unless prohibited by law.
11.10 In the event of inconsistencies between the terms and conditions found elsewhere with
regard to this Service (if any) and the Terms and Conditions herein, the latter shall prevail.
11.11 These Terms and Conditions herein shall be governed by the laws of Malaysia and the
jurisdiction of the courts of Malaysia.
(This part is at the bottom of service offer content, may refer sg dotcom as reference)
With effect from 14 February 2020, the Galaxy Fold Premier Service will be re-branded as the Galaxy Z
Premier Service. Both the Samsung Galaxy Fold and Samsung Galaxy Z Flip will qualify for the entitlements
under the Galaxy Z Premier Service in accordance with the terms of the Customer Agreement for Samsung
Galaxy Z Premier Service.
You can also enjoy other complimentary customer service benefits, such as 24/7 Premium careline, One-
Time Screen Replacement and Screen Protector, Free Onsite Pick-up and Delivery Service, data transfer
assistance, diagnostic checks and dedicated priority queue at authorized Samsung Customer Service
Centres.
Terms and conditions apply. For more details, kindly refer the full Galaxy Z Premier Service Customer
agreement for Galaxy Fold and Galaxy Z Flip here.