A notice for our Samsung Community:

As the situation with COVID-19 continues to evolve we want to assure you that the health and safety of our employees, customers and partners continues to be our top priority at Samsung Canada.

As the restrictions in cities and provinces have been changing, we wanted to share the various options Samsung Canada has implemented to ensure Canadians are able to access our products and services.

Where permitted, our Samsung Experience Stores and Samsung Mobile Repair Centres will remain open and adhere to local health and safety regulations. In areas where SES stores are not permitted to open, we are offering ‘Curb Side’ pick-up and drop-off for purchases and repair service. To arrange for a service drop-off time, please contact your SES store.

All smartphones and wearables that receive service will receive a complementary Galaxy Sanitizing Service prior to being returned to you, providing you with added peace of mind. The Galaxy Sanitizing Service will sanitize your Galaxy phone with UV-C light, which cleans your device without using harsh chemicals.^[1]

If you need service support for your Samsung phone, tablet, wearable, laptop and do not wish to or are unable to visit one of our Samsung stores, you can arrange convenient Door to Door service pick-up through 1-800-SAMSUNG, LIVE CHAT or text us at WECARE (932 273). This convenient Door-to-Door service includes free pick up and return shipping. In-home and In-garage service is available for other Samsung products.

We have also recently launched a Branded Service Program in Toronto and Montreal, with plans to expand into Edmonton, Calgary, Vancouver, Ottawa, London, Windsor and Winnipeg in 2021. This unique Samsung Branded Service program provides customers with a seamless experience, including easy scheduling options and professional repair service for all consumer electronics products. Our certified technicians thoroughly test and calibrate your Samsung product, and will also clean the product before and after the repair with sanitizing wipes. You can learn more about this service here.

As part of our ongoing progress servicing in-home customers, Samsung also offers call support from 9am ET to 9pm ET available 7 days a week, 24/7 live chats at www.samsung.com/ca/livechat and text support at WE CARE (932 273).

Our online store will remain open on Samsung.ca and orders will be fulfilled as timely as possible.

Your Samsung Service experience may look different during these times, but your health and safety are our top priority.

Thank you for your support during this time,

The Samsung Canada Team

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^[1] Samsung cannot guarantee as to the efficacy of the sanitization. Results may vary and may not kill all bacteria, germs and viruses. UV-C sanitizers are third-party devices and effectiveness of these sanitizers may vary depending on market and model.

The past few months have been difficult and we want to thank you for your continued loyalty. At Samsung Canada, we have been working hard to shift and evolve our business to continue to support you. We’ve evolved our daily operations and introduced new services like “Door-to-Door” which brings our usual customer service standards right to your home. In the process, we have helped millions of Canadians access the products and technologies to work, teach, learn, and entertain themselves and their families.  

At the same time, we’ve worked with organizations like Autism Speaks Canada and SickKids Hospital to support their communities and families with unique needs. Supporting and giving back to the communities we serve has been a long-standing tradition at Samsung Canada. You can find out more about it here. 

We thought we would share our plans for reopening our Samsung Experience Stores as cities and provinces begin to remove restrictions. We are pleased to announce that our West Edmonton and Metrotown stores are scheduled to re-open on May 29th. 

Our plan starts with an absolute commitment to the health and safety of our employees, customers and partners. 

We will be implementing several new measures:

• Maintain physical distancing: Directional arrows and signage are applied throughout the stores to ensure store staff and customers can maintain 2m distancing while shopping in our stores
• A greeter will be at the entrance of the store to manage traffic flow and answer any questions
• All employees will wear masks and gloves
• Masks will also be available for any customer who does not have one
• Hand sanitizers will be available throughout the store 
• Plexiglass barriers will be installed at various transaction points
• Stores will be cleaned thoroughly on a daily basis
• All products will be cleaned and disinfected continuously

For those of you who are more comfortable arranging purchase or service online, or pick-up at store, we also have those options available for you. 

While your Samsung experience may look a little different, we remain committed to delivering an elevated customer experience, with all of the safeguards you’d expect. We will continue to monitor the situation closely and adjust our operations as needed. If we have learned anything during this time, it’s the importance of being nimble, flexible and adaptable for our customers. 

We look forward to having you back. 

Sincerely, 

Patricia Heath, VP of Retail 

Koh was joined by executives from UL, Exponent and TUV Rheinland, leading independent industry groups that conducted their own investigation into various aspects of the Galaxy Note7 incidents.

Speakers included:

• Sajeev Jesudas, President, Consumer Business Unit, UL

• Kevin White, Ph.D, Principal Scientist, Exponent

• Holger Kunz, Executive Vice President Products, TUV Rheinland AG

Speakers discussed the findings of the investigations in depth and unveiled new measures Samsung has taken to respond to the incidents.

Based on what the company learned from the investigation, Samsung implemented a broad range of internal quality and safety processes to further enhance product safety including additional protocols such as the multi-layer safety measures and 8-Point Battery Safety Check. Samsung also formed a Battery Advisory Group of external advisers, academic and research experts to ensure it maintains a clear and objective perspective on battery safety and innovation.

Battery Advisory Group members include:

• Clare Grey, Ph.D., Professor of Chemistry, University of Cambridge

• Gerbrand Ceder, Ph.D., Professor of Materials Science and Engineering, UC Berkeley

• Yi Cui, Ph.D., Professor of Materials Science and Engineering, Stanford University

• Toru Amazutsumi, Ph.D., CEO, Amaz Techno-consultant

“For the last several months, together with independent industry expert organizations, we conducted a thorough investigation to find cause to the Galaxy Note7 incidents,” Koh said. “Today, more than ever, we are committed to earning the trust of our customers through innovation that redefines what is possible in safety, and as a gateway to unlimited possibilities and incredible new experiences.”

For additional information or to view the full press conference, visit www.samsung.com/galaxy.