SAMSUNG EDUCATION SERVICE AND SUPPORTSAMSUNG CHROMEBOOK

SAMSUNG EDUCATION SERVICE AND SUPPORT

U.S.-BASED SERVICE AND SUPPORT FOR EDUCATION: 1-866-SAM4BIZ (1-866-726-4249)

We appreciate your business and want to ensure that owning and using a Samsung Chromebook is a positive and lasting experience for our valued education customers. This brochure contains important information on the Samsung Chromebook service and support process.

You can rest assured knowing your purchase is covered by our U.S.-based dedicated technical support line for education customers. Call 1-866-SAM4BIZ (866-726-4249) from 9 AM to 9 PM EST Monday through Friday. Select the menu option for “Samsung Educational Solutions” to reach an education support agent.

NOTE: There is currently no online option for education customers, so please DO NOT create a warranty service request on Samsung.com, as your request will not get to the right department. Also please DO NOT call our consumer number (1-800-SAMSUNG).

Service Process

Please have the full model code and serial number available for ticket creation and warranty verification. If you have multiple units, inform the agent. They may request that you email a list of units.

By default, our system recognizes the date of manufacture (DOM) for warranty verification. If the unit is deemed out-of-warranty based on the DOM but the purchase date is still within the warranty terms, then a bill of sale must be provided to verify eligibility. Please maintain accurate records of purchase information so they can be referenced if needed.

If warranty service is required, a shipping label via UPS will be emailed to you. If any security is enabled on the unit, please temporarily disable it or create a guest account for our technicians to use. Package the defective unit in a box sufficient to protect it from damage. If multiple units are being shipped, please ensure the label attached to each box corresponds to the unit inside.

Travel time to and from the repair center is usually 2-3 days each way, and repair time turnaround is generally 1-2 days. You should expect 7-10 business days total.

Your Business Partner Number

During the initial phone call, you’ll be given a Business Partner Number (BP#). Please record this number for future reference, and relay it to all members of your school district who may call Samsung directly for service. You’ll be asked to provide the number every time you contact us. You can record your BP# below for safe-keeping:

Business Partner Number _____________________________________

What Samsung Service and Support Does NOT Include

• Issues with the operating system, other than what is required for resolving hardware issues.

• Accidental damage, including spills, drops, power surges (unless customer purchased ADH coverage at point of sale).

• Intentional damage, normal wear and tear (unless tied to a breakdown), unreasonable or excessive use, acts of God including fire and flood, environmental conditions, acts of violence or similar occurrences.

• Damage caused by relocation or transportation, use of components or software not supplied by Samsung, servicing not authorized by Samsung, usage not in accordance with product instructions, improper voltage selection on system’s power supply.

• Assistance with Spyware/Virus removal.

• General usage questions regarding operating system, email, Internet set-up and network set-up.

• General usage questions regarding installation and configuration of software applications.

• Non-Samsung supplied hardware, their installation and compatibility with Samsung-branded hardware.

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Out-of-Warranty Repairs and Purchasing Parts

In the event a device is damaged from accidental drops or mishandling not covered under warranty, or if the warranty period has expired, you can pay to repair the device or purchase replacement parts at Samsungparts.com. We offer discounted pricing on parts for schools. Please visit Samsungparts.com and click on the “Government and Schools” link on the lower left side of the webpage.

EXTENDED WARRANTIES

SELF-MAINTAINER SERVICE AND SUPPORT PROGRAM

Exclusions and limitations apply. See terms and conditions for details. Coverage provided by National Product Care and in AZ, FL, OK and WI by Service Saver, Incorporated, 175 West Jackson Blvd., Chicago, IL, 60604, (800) 209-6206, or in Texas, by National Product Care Company dba Texas National Product Care Company, Inc., 175 West Jackson Blvd, Chicago, Illinois, 60604. In Maine, service plans provided by product manufacturer. Coverage administered by TWG Innovative Solutions, Inc., P.O. Box 87639, Chicago, Illinois, 60680, (800) 528-6281. Warranty terms begin on date of purchase.

Chromebook Extended Warranty

Service by Mail: 7-10 Business Days

• Extended warranties must be purchased within 60 days of the original retail purchase

• Customers obtain extended warranty service on defective units by shipping them to Samsung’s Repair Center

• ADH (Accidental Damage from Handling) coverage must be purchased at the time of PC purchase

• Extended warranties do not cover the battery beyond the standard manufacturer warranty period

Whether it’s in the classroom or out, things don’t always go as planned. So Samsung offers extended warranty and coverage options that let you protect yourself and stay effective in educating today’s youth. With these extended warranty options, you can minimize unplanned expenses and match your coverage to the expected lifecycle of your PCs.

SAMSUNG PART NUMBER EXTENDED WARRANTY TERM* REPAIR TYPE ADH

P-NP-1PXXL00 2 Years Mail-in No ADH

P-NP-2PXXL00 3 Years Mail-in No ADH

P-NP-3PXXL00 4 Years Mail-In No ADH

P-NP-BK3XL00 2 Years Mail-in With ADH

P-NP-CK3XL00 3 Years Mail-in With ADH

P-NP-DK3XL00 4 Years Mail-in With ADHWarranties valid for: XE303C12, XE503C12 and XE503C32.

The Samsung Self-Maintainer program allows school districts to perform repairs on Samsung hardware and submit in-warranty claims for reimbursement. This provides school districts with more control over the service and support process.

How the Self-Maintainer Program Works

• School districts must purchase more than 1,000 units to qualify

• Self-Maintainers are required to have service-qualified technicians with industry standard certifications or equivalent experience

• Samsung will provide initial product training, and online training is also available, including how-to videos

• Samsung will provide reimbursement on parts and labor for products under factory warranty only.

• Self-Maintainers can maintain spare parts on hand and Samsung offers expedited spare parts delivery for in-warranty units. Spare parts will be invoiced to the customer’s account and then credited once an offsetting warranty claim is submitted and approved.

• Self-Maintainers have access to the Samsung Spare Parts web portal (GSPN), which provides up-to-date technical information, downloadable files, hints and tips, FAQs, warranty information, online publications, service tickets, product information, and spare parts ordering in a fast and easy format.

• A dedicated Self-Maintainer Support Center provides technical support to Samsung ASCs and Self-Maintainers for Samsung hardware, including: troubleshooting assistance, general service procedures and solutions to hardware failures.

Accidental Damage from Handling (ADH) Coverage

ADH coverage may be purchased at the same time as the original retail purchase ONLY.

• Coverage includes parts and labor.

• Coverage applies to unintentional liquid spills in or on the unit, drops, falls, and failures due to an electrical surge.

• Coverage includes damaged or broken liquid crystal displays (LCDs) and/or broken parts. (Limitations do apply. Please see the complete Terms and Conditions at samsung.com/us/extendedwarranty).

• If a unit cannot be repaired, Samsung will replace the unit, at our option, with a new or refurbished like-new unit.

• If a unit cannot be repaired and is replaced, the ADH coverage will have been fulfilled, and a new ADH coverage must be purchased if additional ADH coverage is desired. This additional ADH coverage must be purchased at time of receipt of replacement unit.

To apply for the Self-Maintainer Program, please call 1-866-SAM4BIZ or contact your Samsung account manager.

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Product Support: 1-866-SAM4BIZ | samsung.com/business or samsung.com/us/extendedwarranty or samsung.com/b2blaptop

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