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Three years ago we launched a partnership with Samsung to open a number of experience stores that combined our expertise in connected retail with the latest technology from Samsung.
Since launching the partnership, Samsung’s approach to the stores has evolved. This means we’ve reached an agreement for Samsung to purchase the Experience Store chain from us. As a result, Carphone Warehouse will no longer be running these stores from 1st March.
Customers who have bought products in these stores through Carphone Warehouse will have a change of process for repairs, returns and other services. This, of course, does not affect your legal rights, and although we’ll no longer be running these stores, you can still pop into your local Carphone Warehouse for your needs.
To find your local store follow this store finder link here, or see specific information into our FAQs below.
This will impact all customers. Please see more details within the FAQs on this site.
There are no changes to your T&Cs. If you’ve got any queries just get in touch with Carphone Warehouse. You can visit your local store, write to us, visiting our Facebook or Twitter pages, or give us a call on 0370 111 6565.
If you’ve bought something from us that isn’t working as it should, let us know. Either pop into your local Carphone Warehouse store or visit our returns and exchanges page for online options.
Please contact your local Carphone Warehouse, you can write to us, visit our Facebook or Twitter pages, or give us a call on 0370 111 6565.
We are committed to protecting and respecting your privacy and keeping your data safe. Our full data protection and privacy policy can be found
here.
If products aren’t collected before the store closure, they’ll be returned and redirected to the nearest Carphone Warehouse store. For information on repairs, contact our dedicated team on 0800 276 1373.
To find the closest Carphone Warehouse store to you follow this link (link) and enter your postcode in the search bar.
There are no changes to your T&Cs. If you’ve got any queries just get in touch with Carphone Warehouse. You can visit your local store, write to us, visiting our Facebook or Twitter pages, or give us a call on 0370 111 6565.
If your phone is in the process of being repaired, you can find out how it’s going by using our repair tracker tool. Click the link to be taken through to our website, and enter your job number, last name and postcode for more information.
Alternatively, you can give our repairs team a call on 0800 276 1373.
The majority of the Samsung stores will be reopening offering the same level of repairs service and advice. However the Bristol Cribb’s Causeway and Newcastle Metro Centre stores will be closing. Please visit Samsung.com to find your nearest store and for more information on Samsung Experience stores.
For any other repair queries please view the table below.
| Repair in Progress | I've already taken my device to a Samsung Experience Store for repair - what will happen? | Repair completed by 19 February 2017 | We'll be in touch to let you know when you're device is ready to be collected. You'll need to collect the device by 22 Feb, as after this it'll be redirected to a local store. We'll notify you if this is the case. |
|---|---|---|---|
| Unable to repair by 19 February 2017 | Your device will be sent to the Carphone Warehouse main repair hub. We'll attempt to repair the device and return it to your local Carphone Warehouse store for collection within 14 days. If this timeframe isn't achievable, we'll notify you of this. | ||
| Repair completed | I've been informed that my device is ready to collect - what will happen? | Collect by 22 February 2017 | You can collect your device in store up until 22 February 2017 |
| Collect after 22 February 2017 | If you haven't collected your device before 22 February 2017 it will be redirected to a local Carphone Warehouse, we'll notify you of this. | ||
| New repair issue | I've got an issue with my device - can I still take it to a Samsung Experience Store? | If you can book your device in by 16 Feb | Yes – we'll attempt to repair your device in store - a colleague will advise you on the process, including an estimated length of time. |
| If you book your device in after 16 Feb | Yes – depending on the nature of the issue, we may be able to repair your device in store. Alternatively your device will need to be sent to the Carphone Warehouse main repair hub. We'll attempt to repair the handset within 14 days and afterwards it'll be sent to your local Carphone Warehouse for collection. We'll keep you up to date on this. |
The Carphone Warehouse Ltd is authorised and regulated by the Financial Conduct Authority. Registered Office: 1 Portal Way, London W3 6RS, Registered in England No. 2142673. © Dixons Carphone PLC 2017
