03.31.22 / Sustainability

Samsung Expands Customer-First Care Experience with New Self-Repair Program

In delivering a customer-first care experience nationwide, Samsung is continually offering more convenient and accessible options for consumers to prolong the use of their devices, promote a circular economy and minimize e-waste. Today, Samsung Electronics America announced that Galaxy device owners will be able to take product repair into their own hands for Samsung’s most popular models, the Galaxy S20 and S21 family of products, and the Galaxy Tab S7+ beginning this summer. Samsung consumers will get access to genuine device parts, repair tools, and intuitive, visual, step-by-step repair guides. Samsung is collaborating with iFixit, the leading online repair community, on this program. More information will be shared once self-repair is available.

To start, Galaxy device owners will be able to replace display assemblies, back glass, and charging ports — and return used parts to Samsung for responsible recycling. In the future, Samsung plans to expand self-repair to more devices and repairs from our extensive product portfolio.

“At Samsung, we’re creating more ways for consumers to extend the lifespan of our products with premium care experiences,” said Ramon Gregory, Senior Vice President of Customer Care at Samsung Electronics America. “Availability of self-repair will provide our consumers the convenience and more options for sustainable solutions.”

“We are excited to be consulting with Samsung to help them develop a solution for DIY parts and repair information,” said Kyle Wiens, CEO of iFixit. “Every time you fix a device, you’re helping the planet.”

Samsung has a vast network of same-day service, covering 80% of the United States population, where consumers can access more than 2,000 locations for mobile products. Samsung also has over 550 ‘We Come To You Vans’ offering in-person service within a 30-60 minute drive – and a repair time of typically two hours or less. Providing further nationwide support, Samsung will ship customers an empty box to package their phone and schedule at-home pick-up for free via Samsung’s Mail-In Service. Consumers can also drop off their package at a local UPS store.

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Galaxy smartphone owners can extend the life of their devices across Samsung’s expansive care options, including:

  • In-person, Same Day Service: Available through our Authorized Service Centers and Samsung service locations, consumers have the peace of mind of knowing any repair is backed by Samsung — with Samsung-certified pros, genuine parts, and includes all in-warranty and out-of-warranty services.
  • We Come To You Service: Samsung will visit customers directly for repairs, saving them time and making it easy to receive in-warranty and out-of-warranty repair services.
  • Independent Service Providers (ISP): Samsung’s ISP network is yet another option available to Samsung customers that delivers same-day service, Wireless Industry Service Excellence (WISE) certified locations and trained technicians, Samsung genuine parts, and extensive out-of-warranty services.

Sustainability is at the core of Samsung’s mission, from our products to our practices and operations. In addition to Care services, Samsung makes it easy to recycle unusable tech at more than 1,700 drop-off locations across the country. Every device adds to the 1.2 billion pounds of e-waste the company has repurposed or recycled in the U.S. since 2009. Samsung invites people to join us in making everyday changes that have a meaningful impact.

To find a Samsung Authorized Care location near you, check the store locator. Customers can also schedule an appointment online at www.samsung.com/us/support/service/.

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