When Samsung first announced the launch of its Galaxy S7 in South Africa, it revealed an addition to its ADH warranty for the device.
Accidental damage from handling (ADH) was covered, and Samsung promised to fix your phone in an hour.
Users had to book their phone in for repair through the online service portal on Samsung South Africa’s website, the company said.
However, a few months after the S7 range launched, the complaints started coming in.
Owners had dropped their devices and cracked their screens, and Samsung service centres around South Africa disavowed any 1-hour repair promise.
Richard Chetty, director for service at Samsung South Africa, told MyBroadband they do offer a 1-hour repair service, but that it is subject to conditions, including:
- Making an appointment at a service centre by booking the phone in for repairs on the CyberService portal.
- The outcome of a quick assessment by a technician to find out what the problem is.
“Certain repairs cannot be done in an hour. For instance, when the phone has to be disassembled or opened to repair the microphone or speakers,” said Chetty.
“Cases which fall outside of the One Hour Repair service offering to Galaxy S7 customers include Accidental Damage from Handling, which is a separate service.”
“In these cases, where repairs extend beyond software and disassembly is necessary, a device will be booked in for 24 hours.”
Chetty said a technician can find that a device will need to be booked in for more extensive analysis or repairs during its assessment.
“In these cases the terms of the service fall outside of the One Hour Repair service offering.”