Software Assistance Policy

This policy applies to software assistance services provided by our Samsung Experience Store, including device setup, data transfer, account setup, software updates, and basic troubleshooting for Samsung devices.

1. Purpose

This policy is designed to provide customers with a clear and orderly process for requesting software-related assistance at our store. It ensures that services are handled professionally, appointments are managed fairly, and customer information is collected and processed responsibly.

2. Service Scope

Our store may provide the following software assistance services:

Device setup
Data Transfer
Samsung Account Setup
Software Updates
Basic Troubleshooting
Other related software guidance, subject to staff availability and operational capacity.

3. Service Conditions

Service is provided by appointment only.
Each appointment is limited to one device only.
Customers must provide accurate personal, contact, and device information before service begins.
Customers must disclose whether the device was purchased from our store or from another retailer.
Customer must remain present during the service unless otherwise approved by the store.
Customer are responsible for backing up important data before service begins,
All assistance is provided on a best-effort basis.
The store is not responsible for pre-existing faults, missing data, account lock issues, incompatible software, prior modifications, or issues arising from third-party purchase or inaccurate information provided by the customer.
If the device condition is unsafe, unsupported, or unsuitable for service, the store may reschedule, limit, or decline the requested service.
Appointment times are subject to staff availability and confirmation by the store.
The store may record the service request for operational, support, and follow-up purposes, in line with Malaysia’s PDPA consent and notice requirements.

4. Limitations of Service

The store is not responsible for:

Pre-existing device faults or damage.
Missing, lost, or corrupted data that existed before service began.
Account lock issues, third-party software issues, or device incompatibility.
Issues caused by inaccurate, incomplete, or misleading information provided by the customer.
Problems arising from prior use, third-party purchase, or unauthorized modifications.

5. Service Timeline

Requests will be reviewed upon submission. Once approved, the customer will be contacted to confirm an appointment. Service will be provided at the scheduled time for one device only, and completion will be confirmed with the customer before the device is returned.

Privacy Notice

We collect your name, contact details, device details, purchase information, and service request information for the purpose of recording your request, arranging an appointment, providing software assistance, and maintaining internal service records. Your personal data will be accessed only by authorized personnel and retained only for as long as necessary for these purposes or as required by law. Subject to applicable law, you may request access to or correction of your personal data.

Samsung Experience Store

Software Assistance Request &

Consent Form

This software assistance service is provided on a best-effort basis for device setup, data transfer, and basic software guidance. The customer acknowledges that the device was not purchased from this store, and the store is not responsible for prior defects, incomplete backups, data loss caused by device condition, account issues, incompatible software, or any issues arising from third-party purchase, prior use, or incorrect information provided by the customer.

Purpose

This form records the customer’s request for software assistance, including data transfer, device setup, account login assistance, and basic software troubleshooting.

Service conditions

Service is by appointment only.
Each appointment is limited to one device only.
Customer must provide accurate personal and device information.
Customer must remain responsible for backing up important data before service begins.
Service is provided on a best-effort basis.
The store is not responsible for any pre-existing device fault, missing files, account lock issues, device incompatibility, or any issue caused by prior use, third-party purchase, or inaccurate customer information.

Appointment

Service will be scheduled at a time advised by the store. The store may reschedule or decline service if the customer fails to attend or if the device condition prevents safe service.

Customer Acknowledgement

By requesting software assistance, the customer acknowledges that:

The information provided is true, complete, and accurate.
The customer has read and understood this policy and privacy notice.
The customer is responsible for backing up important data before service begins.
The customer understands that service is provided on a best-effort basis.
The customer agrees that the store is not responsible for pre-existing faults or issues arising from inaccurate information provided by the customer, except where required by law.

Customer declaration

I confirm that the information provided is true and correct. I understand that the device was purchased outside this store / from a third party, and I request this service voluntarily. I understand the risks of data loss, transfer failure, or software issues, and I agree that the store and its staff are not liable for such issues except where required by law.

I confirm that I have read and understood the above policy, rules, and privacy notice.