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One Stop Samsung Repair Specialist

Repair with Confidence

Fast Shipping through major network

Frequently Asked Questions

General Questions

What services does Samsung CSP offer?

We specialise in providing expert repair services and genuine spare parts for all Samsung products, including mobile phones, TVs, home appliances, and more. We also offer onsite repairs for TVs and whiteware, and a convenient courier service for device repairs.

Currently, we operate out of our Auckland location but provide nationwide service options, including courier services for all mobiles, to ensure convenient access for all customers across New Zealand. Also we have partners around New Zealand with our support for any big products that cannot be delivered.

Yes – Please feel free to visit our Service Centre located 21 Airborne Road, Rosedale, Auckland. Our opening hours are 8.30AM ~ 5.00PM, Monday to Friday & 9.00AM ~ 1.00PM, Saturday.

Alternatively you can make a booking for a Service person to visit your property.

Make a booking

For any approved non-warranty repairs, a 90 day workmanship warranty will apply for the part(s) replaced provided the issue is a manufacturing defect.

This warranty does not cover any form of misuse, physical damage or faults that are unrelated to the original fault.Ā 

Unfortunately, we do not offer any Data Recovery or Data Backup services however in many instances we can assist by repairing the device to a working condition to allow you to backup/recover your data from your faulty device.Ā 

If this is not applicable, we recommend contacting a Data Recover Specialist, or by following following the link here

If you have a broken phone and cannot use the touchscreen, there are a few methods available for backing up your device. You can find steps to do so here

Yes – Please feel free to visit our Service Centre located 21 Airborne Road, Rosedale, Auckland. Our opening hours are 8.30AM ~ 5.00PM, Monday to Friday & 9.00AM ~ 1.00PM, Saturday.

Alternatively you can make a booking for a Service person to visit your property.

Make a booking

Currently, we operate out of our Auckland location but provide nationwide service options, including courier services for all mobiles, to ensure convenient access for all customers across New Zealand. We also have partners around New Zealand with our support for any big products that cannot be delivered.

For larger appliances requiring service outside of Auckland, please contact Samsung NZ via 0800 726 786 for authorized repair agents within your area.Ā 

You can reach out to us by phone or email, or by filling out our contact form here

Our contact details are:

Phone: (09) 415 7900

An appointment prior to your visit is not required however, to streamline your repair process, we highly recommend booking beforehand to ensure we have your details available.Ā 

Our operating hours are 8.30AM ~ 5.00PM Monday to Friday, and 9.00AM ~ 1.00PM Saturday.Ā 

Repair Services

What types of products do you repair?

We repair a wide range of Samsung products, including mobile products (mobiles, tablets, earbuds, watches) and most home appliances (refrigerators, ovens, cooktops, washers and dryers, air conditioners, audio products)

Yes – To track the current status of your repair, please visit https://samsungcsp.co.nz/track-repair/ or click here

Alternatively you can contact us via (09) 415 7900 , option #1Ā 

Yes – onsite repairs are available for TVs and Whiteware. You can schedule for a technician to visit your property for convenient servicing.Ā 

Repair times may vary depending on certain conditions.Ā 

For repairs where parts are readily available, please expect a timeframe of 3-5 working days.Ā 

For repairs where quality check is required (e.g refrigerator gas, water resistance restoration), please expect a timeframe of up to 5 working days.Ā 

For repairs where parts are on backorder, please expect a timeframe of 2-8 weeks.

To track a current repair, you can use our service tracker hereĀ 

The following product conditions will deem the product ‘out of warranty’:Ā 

Unauthorized repair – Attempting to repair or modify the device by unauthorized personnel or an unauthorized third-party repair agent.

Damage incurred through physical contact or misuse – Dropping a device, damage caused by vermin, exposure to liquid (submersion of the Samsung IP67 or higher IP rated mobile phone in water for 30 minutes or more), power surge events & thunderstorm activity (acts of God), or improper handling can lead to warranty voidance if it is determined that the damage is a result of physical contact.Ā Incorrect operation or not following the operation instructions (as stated in the Product Operation Manual or manufacturer’s instructions provided with the Samsung product)

Software modification (Mobile) – Viruses, altering the software, such as jailbreaking a device, will void the warranty.

Unauthorized Third Party components or accessories – Using unauthorized third party components or accessories that are not approved or recommended by the manufacturer can lead to warranty voidance. This includes using non-original parts, batteries, chargers, or other accessories.Ā 

Overseas product –Ā Except where an International Product Warranty has been provided with your Samsung consumer product, warranty service will only be provided in the specific country where the Samsung consumer product was originally purchased. For example, if you have purchased the Samsung product within New Zealand, warranty service will be limited to New Zealand only.

All products found to be outside of the warranty period will be quote for regardless of whatever the fault is with the product.Ā 

A minimum inspection fee will apply if a quotation is declined after an inspection has been completed for your product.Ā 

Yes – all repairs guarantee the device will retain its IP rating (IP rated devices only). Our experienced technicians ensure all repairs are completed with the devices’ original IP specifications to ensure your device is back to manufacturing standard.Ā 

If a part for your product is no longer available, a case manager will be assigned to further discuss the replacement options for your product. This policy excludes parts no longer available due to the age of the unit.Ā 

Spare Parts

Can I order spare parts for my products?

Yes – genuine replacement parts can be purchased through our spare parts website.Ā 

You can click here to be redirected to our parts website

If you require assistance locating the correct part, you can contact us via email at sales@samsungparts.nz or by using the enquiry page here

Genuine spare part replacements can be purchased here. Our parts are catalogued under the parts’ respective model code of the main appliance, or the part code of the part itself (the part code format is typically displayed as such:

(AA##-#####A) Where “A” represents a letter and “#” represents a number.

Simply enter the model code of the unit, and all related parts that are originally supplied with the unit will be displayed.Ā 

If your unsure on how to locate the part you require, please do not hesitate to reach us via email; sales@samsungparts.nz

The full model code and serial number is required for us to effectively find the correct part for your product. Further support can be found here for assistance with locating the required details.

Main appliance refers to the model code of the product, rather than a component of the product.Ā 

Parts purchased through our spare part website will hold a warranty period of 90 days from the date of purchase.Ā 

For our full terms and conditions for part sales, please click here

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Unfortunately, we do not accept returns for incorrect orders. To avoid this, we recommend contacting us with your model code and serial number so we can confirm compatibility before you purchase.

However, we do offer an exchange within 14 days. In rare cases where a return is approved, a 20% restocking fee will apply, and any freight charges paid will not be refunded. If the return is due to an error on your part, you will be responsible for covering the return shipping costs.

Payment & Shipping

What payment methods are accepted?

We accept major credit cards, bank transfers, and PayPal for online purchases.

If you have any issues with payment, please feel free to contact our customer service team for assistance.Ā 

Shipping timeframes will depend on the location and the type of product being delivered.Ā 

In most cases, the orders are processed within 1-2 business days, and shipping is typically 3-5 business days within New Zealand.Ā 

Currently, we can only accept instore payments for Afterpay options. Online payments with Afterpay will be available at a later time.Ā 

Warranty & Returns

Does Samsung CSP provide a warranty on repairs?

For any approved non-warranty repair, a 90 day workmanship warranty will apply for the part(s) replaced provided the issue is a manufacturing defect.

This warranty does not cover misuse, physical damage or faults unrelated to the original fault.Ā 

If your repaired product is still faulty after servicing, please contact us immediately.Ā 

A re-inspection will be performed to determine if the fault is in relation to the original repair.

If any fault is found to be under warranty, no additional costs occur.

The repair warranty typically covers defects in materials or workmanship related to the repair service performed. This includes:

  • Replacement parts installed during the repair.
  • Labor associated with the repair.

However, the warranty does not cover:

  • Damage caused by misuse, accidents or unauthorized repairs.
  • Issues unrelated to the repair performed.

For full details on what is included, please reach out to us for further clarification.

If you are unsatisfied with the repair service, we recommend contacting us immediately to discuss your concerns. We aim to resolve any issues by:

  • Reviewing the repair process and addressing any outstanding problems.
  • Providing additional repairs if the issue persists and falls under warranty.

Returns for repaired devices are not typically accepted, but we are committed to ensuring the repair meets your expectations. Please reach out to our team so we can assist further.

Trades Services

Do you offer discounts for tradespeople or businesses?

Yes, we offer at least a 10% discount to tradespeople and companies. Contact us directly to find out more and set up an account.

Yes

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