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Samsung Experience stores

Carphone Warehouse connections in Samsung Experience stores

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.

SAMSUNG EXPERIENCE FAQ's
A - Product and services
Carphone Warehouse will continue to run the stores until 1 March. Until that date, the store will operate as normal and will support in answering any questions. From 1 March the below FAQs will apply to all customers.
Who does this change effect?
What does this mean to me if I’ve taken out a new contract or upgrade from an SES store?
What can I do if I have a faulty product?
What can I do if I have questions about a product I’ve bought from an SES store?
Are my personal details still protected?
I had an item delivered to a Samsung Experience Store, but I didn’t collect it before the store takeover. What can I do?
Where is my local store?
What does this mean to me if I’ve taken out a new contract or upgrade from an SES store?
B - Repairs
My phone is being repaired in one of the closed stores, how do I track it?
Are the Samsung Experience stores reopening? And will I be able to have my device repaired at a Samsung Experience Store in the future?

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.
C - Other Queries
If you have any other queries you should contact Carphone Warehouse. You can visit your local store, write to us, leave us a message on Facebook or Twitter, or give us a call on 0370 111 6565.