General Information
Why protect my mobile device?
For most of us, our mobile devices are our connection
to the world. Sadly, every day, people just like you lose access to
that lifeline due to unforeseen events such as mechanical or
electrical failure or accidental damage. Samsung Premium Care gives
you peace of mind knowing that should this happen to you, a fast
and easy claims process will get you reconnected quickly without
having to pay significant repair or replacement costs. Program
coverages and details vary - find out how Samsung Premium Care can
help you stay connected by visiting http://www.samsung.com/us/support/premium-care
What information can I access on
www.samsung.com/us/premiumcare/oops?
www.samsung.com/us/premiumcare/oops
is your one-stop access point where you'll find the following
information:
- Track My Claim -
Secure, real-time updates at every step of the claims process.
- My Claim Details - Review general claim
information.
- My Claim Documents - Download forms that may
be required to complete your claim.
- My Replacement Device - Get shipping
information (including tracking information) for your replacement
device.
- My Return Instructions - Download a shipping
label to return a claimed device - or verify that the device you
returned has been received.
- Program Info - Get
information about Samsung Premium Care and view or download program
terms and conditions.
- Contact Us - Reach out to us
with any questions you may have or upload your documents
electronically.
Is there a deductible?
A $99 deductible will apply for each approved
accidental damage claim. There is no deductible for mechanical
breakdown.
Under what circumstances will my device be
repaired or replaced?
Samsung Premium Care covers mechanical breakdown
after the manufacturer's warranty expires and accidental
damage.
Exclusions apply. Please refer to your coverage documents for
complete details.
Are there any limits to the number of claims
I'm allowed?
Under Samsung Premium Care you are allowed three approved claims
within a 12-month period for accidental damage.
Please refer to your coverage documents for complete details.
How long do I have to file a
claim?
You must file a claim within 90 days of the
incident.
Is there a waiting period before I can file a
claim?
No, there is no waiting period before filing a claim.
Claims Process
What is the fastest way to file a
claim?
Completing your claim online at www.samsung.com/us/premiumcare/oops
is quick and easy. Simply visit the Homepage on this site
and enter your mobile number on the File or Track My
Claim box.
What do I need to start a claim?
Only someone authorized on the account can file a claim. To
expedite your experience, we recommend you have the following items
handy before beginning:
- The 10-digit Mobile number or the IMEI number of the device you
are claiming
- Make and Model of the device
- E-mail address (to provide you with status updates about your
claim)
- Deductible payment method (credit/debit card or echeck)
What is the importance of providing a valid
e-mail address?
Having an email address allows us to provide you with
various important communications including status updates regarding
your claim. You will get an email when your claim is approved, and
when your replacement device is shipped, you'll be provided a
tracking number to confirm delivery of your device.
How can I determine my device's manufacturer
and model?
Check your device's original packaging and/or your
original receipt. You can also find some helpful information on
viewing your device's information here.
What if I can't find the IMEI number for my
device?
This number is typically located under the battery, on the
original device packaging, or on your purchase receipt.
How do I determine whether any additional
information or documentation is required for my claim to be
processed?
Sometimes, additional information or documentation is
required before a claim can be approved. To help prevent delays,
view your claim status to see if any additional information is
required. To do this, follow these three easy steps:
- Enter your Mobile number or IMEI number in the File or Track My
Claim box on the homepage of www.samsung.com/us/premiumcare/oops
and click Submit. Once your number has been verified,
click Track My Claim.
- Enter your Zip Code and then key in the numbers/letters,
including any spaces into the box. Then click
Continue.
- Click on the My Claim Documents tab to verify whether
your claim documents have been received or if additional
information is needed.
Where can I fax or email my claim
documents?
For your convenience, claim documents can be faxed to
1-866-450-4080. You can also email documents to us by visiting the
Contact Us
page. Please allow 24 hours for processing.
How can I check the status of my
claim?
Check the status of your claim anytime by visiting www.samsung.com/us/premiumcare/oops
and following these three easy steps:
- Enter your Mobile number or IMEI number in the File or Track My
Claim box on the homepage of www.samsung.com/us/premiumcare/oops and
click Submit. Once your number has been verified, click
Track My Claim.
- Enter your Zip Code and then key in the numbers/letters,
including any spaces into the box. Then click
Continue.
- Tabs will appear to provide you with additional information as
you move through the claims process. Simply click on each tab for
details.
Replacement Device
How long does it take to get a replacement
device?
Once your claim is approved, we will ship your device
via next business day delivery, when available. Replacement
shipping varies by program type. Please refer to your coverage
documents for details. If you provided your email address when
filing your claim, you will receive a notice advising you when the
device has shipped.
Will the replacement device be exactly the
same make and model as my original?
Replacement devices are
reconditioned, certified like new devices of like
kind and quality. In the event a reconditioned device is not
available, we will replace it with a new model of like kind and
quality. Device color may vary, depending on availability.
How do I activate my replacement
device?
First, charge your replacement device for 12 hours
prior to use.
If you received a UICC Card (SIM
Card) with your replacement:
- Snap the card out of its holder.
- Insert the card into the UICC Card slot on your replacement.
(Make sure it clicks.)
- Turn on your replacement device and activation will begin.
Contact your carrier to ensure activation is complete.
If you are using your existing SIM
Card:
- Remove the card from the damaged device.
- Insert the card into the SIM Card slot on your replacement.
(Make sure it clicks.)
- Turn on your replacement device and activation will begin.
If your old device is in working order, you
can follow
these steps to use Smart Switch™ to transfer
data from your old device to your replacement device.
It's that simple!
You're now ready to begin enjoying your replacement device!
To ensure satisfaction, your replacement device has been fully
tested for quality prior to shipment. If, however, you experience
any issues with your replacement device, please call
1-866-371-9501 within 5 days for assistance. If our
representative authorizes the return of your replacement device,
you will be provided with detailed instructions on how to return
the device using the FedEx Ground® Package Returns Program (PRP)
label located inside the replacement device box.
How can I maximize the performance of my
battery?
You can find detailed information for your specific device on Samsung's support pages (keyword:
battery).
Returning a Malfunctioning/Damaged Device
Why do I need to return my
malfunctioning/damaged device?
Once your claim has been approved, the claimed device
becomes property of Assurant* and must be shipped to us using the
instructions provided.
How do I return my malfunctioning/damaged
device?
Everything you need to return a
malfunctioning/damaged device can be found inside your replacement
device box. Once received, simply follow the instructions
below:
- Complete the FROM section of the enclosed U.S. Mail
(Postage Paid) First Class Mail Label/Envelope.
- Place the device (together with battery) into the envelope and
seal it.
- Place the sealed envelope in your home mailbox or any official
U.S. Post Office mailbox.
Once mailed, use the Track My Claim function
to verify when your claimed device is received.
I can't find the mailing label I need to
return my malfunctioning/damaged device. What should I
do?
If you misplaced the mailing label for returning your
malfunctioning/damaged device, simply print a replacement one.
Here's how:
- Enter your Mobile number or IMEI number in the File or Track My
Claim box on the homepage of www.samsung.com/us/premiumcare/oops and
click Submit. Once your number has been verified, click
Track My Claim.
- Enter your Zip Code and then key in the numbers/letters,
including any spaces into the box. Then click
Continue.
- Go to the My Return Instructions tab and then click on
the Return Receipt Label to download a new label in PDF
format.
Is there a fee if I don't return my
malfunctioning/damaged device?
If the malfunctioning/damaged device is not returned within 10
days of receiving your replacement device, you may be charged
unrecovered equipment fee up to the MSRP of the device, not
to exceed $1,200.
Available payment options for the unrecovered equipment fee (if
required) may include:
- Credit Card (Visa, MC, AMEX, DISC)
- Debit Card
- e-check
- Personal Check
*Samsung Premium Care is offered by Samsung
Electronics America and the extended warranty (service contract)
coverage is provided by Assurant.