SAMSUNG EDUCATION

SERVICE AND SUPPORT

SAMSUNG CHROMEBOOK
 SAMSUNG EDUCATION SERVICE AND SUPPORT 2

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.

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

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).

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______________________________________

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.
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.
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.
 EXTENDED WARRANTIES 3

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.

Chromebook Extended Warranty Accidental Damage from Handling (ADH) Coverage

Service by Mail: 7-10 Business Days ADH coverage may be purchased at the same time as the original
retail purchase ONLY.
• Extended warranties must be purchased within 60 days of the
original retail purchase • Coverage includes parts and labor.

• Customers obtain extended warranty service on defective units by • Coverage applies to unintentional liquid spills in or on the unit,
shipping them to Samsung’s Repair Center drops, falls, and failures due to an electrical surge.

• ADH (Accidental Damage from Handling) coverage must be • Coverage includes damaged or broken liquid crystal displays (LCDs)
purchased at the time of PC purchase and/or broken parts. (Limitations do apply. Please see the complete
Terms and Conditions at samsung.com/us/extendedwarranty).
• Extended warranties do not cover the battery beyond the standard
manufacturer warranty period • If a unit cannot be repaired, Samsung will replace the unit, at our
option, with a new or refurbished like-new unit.
SAMSUNG PART NUMBER EXTENDED WARRANTY TERM* REPAIR TYPE ADH • If a unit cannot be repaired and is replaced, the ADH coverage will
P-NP-1PXXL00 2 Years Mail-in No ADH have been fulfilled, and a new ADH coverage must be purchased if
additional ADH coverage is desired. This additional ADH coverage
P-NP-2PXXL00 3 Years Mail-in No ADH
must be purchased at time of receipt of replacement unit.
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 ADH
Warranties valid for: XE303C12, XE503C12 and XE503C32.

SELF-MAINTAINER SERVICE AND SUPPORT PROGRAM

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 To apply for the Self-Maintainer Program, please
support to Samsung ASCs and Self-Maintainers for Samsung call 1-866-SAM4BIZ or contact your Samsung
hardware, including: troubleshooting assistance, general service account manager.
procedures and solutions to hardware failures.

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.
All Google web apps are available at https://chrome.google.com/webstore/category/app/7-productivity

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

Follow us: @SamsungBizUSA | youtube.com/samsungbizusa

Samsung Electronics has been named 2013 ENERGY STAR Partner of the Year in the product
manufacturing category by the U.S. Environmental Protection Agency (EPA).
©2014 Samsung Electronics America, Inc. Samsung is a registered mark of Samsung Electronics Co., Ltd.
Specifications and designs are subject to change without notice. Non-metric weights and measurements
are approximate. All other brand, product, service names and logos are trademarks and/or registered
trademarks of their respective manufacturers and companies. Simulated screen images. See samsung.com
for detailed information. Printed in USA on 50% recycled (30% post-consumer waste) paper using soy inks.
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