Depending on the Model selected on the next screen you may be offered 1 or more Types of Service
- Onsite – One of our Samsung trained Field Service Engineers visits your premises to repair the unit. The price quoted is a fixed fee and includes spare parts and labour but does not cover Consumables i.e. Toners, Image units, Inks etc. This service is normally offered for larger Fax, Print, Copy and Scan products. After booking the call you would be contacted by a Help Desk member to confirm the details and to arrange for the Engineers visit. Depending on spares availability the normal Turn Round Time is within 3 working days.
- Swap – A fully refurbished like for like model as the faulty unit is sent to the Customer and is swapped by the courier at the customer’s premises. The delivered unit then becomes the customers’ property and the faulty unit becomes the property of Digicare. Note – Before the courier arrives to swap the unit please remove all cables, catch trays (not paper cassette), toners or ink cartridges and retain any user guides or Discs as these are not supplied with the swap unit and you will be charged for their return. The swap would normally take place within 2 to 3 working days, if for any reason there are any longer delays you would be contacted by member of the Digicare Helpdesk.
- Return To Base – This is a fixed charge to cover Courier costs for the pickup and return of your unit and the Inspection and Labour charge. If you log a Service request on the website before 3pm the Courier should arrive the following day to collect your unit from you (UK Mainland only) – the courier will bring suitable packaging for your item. On receipt at Digicare your unit will be passed to a Samsung trained Engineer who will test your unit and then provide a Quote for the parts required to repair your unit. If you accept the quote we will arrange for payment to be taken for the parts and the repair will then be completed. After testing the unit will be returned via our courier. If, however, you decide not to accept the quote for repair the unit will be returned to you unrepaired. Normal Turn Round Time for repairs on the UK Mainland is within 3 working days of the quote being accepted.
On the next page you will be asked to enter the model, serial number, date of purchase and fault details.
- Model – Start typing the model number into the box, after 5 characters a drop down list will appear listing all of that model code variation. Simply select your model from the list. If your model does not appear on the drop down then we cannot offer a repair for this model; this may be due to its age or spares availability for example.
- Serial number – This can be found on a silver sticker along with a barcode usually on the rear or on smaller models on the base of the unit.
- Date of Purchase – we need this date as we can only accept Service Requests on the website for products that are out of the manufacturer’s warranty.
- Fault Details – Please provide as full a description of the problem you are experiencing to help us allocate any parts that may be required.
