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Here's what happens behind the scenes when your Samsung phone is repaired

Samsung offers three different options for phone repairs.

Published onMay 16, 2023

Cracked Pixel 4 XL screen
  • Samsung reveals what happens behind the scenes when your phone gets repaired.
  • Samsung offers three options for repair, including walk-in, mail-in, and at-home.
  • Samsung is offering a deal where customers can get up to 30% off Samsung Care Plus with the purchase of any mobile device between May 15 and May 21.

From cracked screens to power issues, problems with your phone can happen at any time. Fortunately, there’s always the option of sending your phone in for repairs. But have you ever wondered what happens when the company has your phone? Well, you don’t have to wonder anymore; Samsung just pulled the curtain back on its phone repair process.

In a video released today, the company’s Customer Care department revealed how it handles your phone repairs. The video focuses on Samsung’s walk-in and mail-in repair centers in Texas and points out that customers have three options from which to choose. Those options include walk-in, mail-in, and at-home.

For the walk-in option, a Samsung-certified technician handles the repairs on location. The technician diagnoses the issue and uses certified parts to replace damaged components.

It turns out that mailing in your phone is a slightly different process where it’s handled like it’s on an assembly line. The phone first goes through a quality check before going to disassembly. From there, it moves on to repair, then assembly, and finally goes through an outgoing quality check.

Specifically, the incoming quality check tests issues along with what was reported. During the repair phase, parts are replaced if needed, and the phone is later reassembled using special equipment. The outgoing quality check is then used to make sure everything is up to standard, including the cameras, water resistance, 5G wave calibration, etc.

The third option is a service where mobile repair vans come to you. Similar to the walk-in option, a technician takes your phone and services it with the equipment available.

If you’d like to see the phone repair process in action, Samsung has posted a video in its US newsroom. The company also revealed that from May 15 through May 21, customers can get up to 30% off Samsung Care Plus with the purchase of any mobile device.

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