Skip to main content

Samsung's foldables no longer have Premier Service, here's why that's okay

Samsung is changing its aftercare device protection service for the new Galaxy Z Fold 3 and Flip 3 devices by having customers voluntarily subscribe to its Care+ program. While it may seem like they'll be spending more money this way, experts disagree and think customers will actually benefit from the service. Furthermore, they add that Samsung believes in its products enough to offer mainstream care protection.

With previous generations of the foldable devices, Samsung offered Z Premier Service, which it called a "new approach to owner care." The service was only available for the Samsung Galaxy Fold, Galaxy Z Fold 2 5G, Galaxy Z Flip, and Galaxy Z Flip 5G. The service will run through the end of 2022, at which time customers will have the option to subscribe to Samsung Care+.

The Z Premier Service was added to Samsung's foldable repertoire after the initial batch of Galaxy Fold units suffered a reputation hit when early reviewers found dust could easily enter the phone's hinge and cause screen damage. Despite those issues, the foldables were still considered to be among the best Android devices out there, and the newer models are even better regarded.

Samsung said in an email to Android Central that the service was only available for a limited time for previous generations of the phones and only gave a discounted one-time screen replacement along with an on-demand concierge service. Screen replacement was priced at an initial discounted rate of $149 for the Galaxy Z Fold and Fold 2, and $119 for the Galaxy Z Flip devices.

In the email, Samsung said one of the main reasons it discontinued Premier Service was because "usage was low." In addition, the spokesperson said that "many Galaxy Z owners were actually opting for Care+ already."

Samsung Care+ is a device protection subscription service that is very similar to Apple's AppleCare+, offering customers setup assistance, remote technical support, and replacement coverage for product hardware failures. It also provides discounted repair costs for accidental damage.

It should also be noted that this plan is specific to U.S. customers. Care+ pricing and systems work differently in other countries, and Samsung said it can't comment on "price discrepancies with other countries."

Samsung getting rid of Premier Service was 'inevitable'

Neil Shah, vice president of research at Counterpoint Research, said in an interview that the change was "inevitable" as Samsung has mastered the foldable display and design, which yields to gaining more confidence in the quality and durability.

"Foldables are entering the third generation for Samsung, so bringing it to a broader audience opens up more opportunities to monetize with the standardized Samsung Care+ program," he says, adding that the program itself delivers good protection and value to a customer.

"Foldables are entering the third generation for Samsung, so bringing it to a broader audience opens up more opportunities to monetize with the standardized Samsung Care+ program," Neil Shah says.

Shah also notes that the initial bundling and Premier Service was a smart move as the technology was in its infancy, but now that the foldable prices have come down, from Samsung's perspective, it makes sense to start offering the Care+ service to the lineup of foldable phones.

With the new devices, customers will have the option to subscribe to Samsung Care+, which costs $3.99, $8.99, or $11.99 per month depending on your device and is automatically billed on a monthly basis, Samsung says. For the Fold 3 and Flip 3, Samsung says the monthly cost is $12.99, the spokesperson says, adding that the website is still being updated with pricing information.

According to the FAQ page, Care+ covers accidental damage "from handling with a low service fee for approved claims. The service fee varies depending on your type of service selected." It adds that there is no service fee for mechanical breakdown claims.

For example, Samsung says there is a $249 deductible each time you repair your screen, and you can do this up to three times per year.

If you pre-ordered either of the new foldable devices, the first year of a three-year subscription to Care+ is free, but that was a limited promotion.

So you are paying $156 per year, plus how much you paid to initially get your device. The Fold 3 retails at $1,799 (a $200 price decrease from the Fold 2), and the Flip 3 retails for $999.

Break it down for me, how much does it cost to buy the phone and have Care+?

If you're a Fold owner who preordered the device, you're paying $1,799 + $311.76, which is the cost of two years of Care+ since you get the first one free. If you're a Flip owner who preordered, you're paying $999 + $311.76 and any additional tax.

So let's say you damage your Fold 3's screen once a year. Your total cost for that year would be $405 (your Care+ subscription fee for a year, plus the $249 deductible).

According to The Verge, if you don't have Samsung Care+, fixing the interior folding screen of a Fold 3 costs $479 and for the Flip 3 is $369. The external displays are a bit cheaper at $149 for the Fold 3 and $99 for the Flip 3.

This all seems like a lot of money, and it might seem like Samsung is out to get more money out of you.

But let's put that in perspective: if you were part of the Premier Service, you would only get to fix your screen once at a discounted rate. You're paying a deductible along with a hefty price for the phone.

Carolina Milanesi, president and principal analyst at Creative Strategies, says in an interview that Samsung isn't trying to lowball customers.

"I am not sure I would read into the lower price [of the phone] and the Care+ service as a way to get more money out of the customers. At the end of the day, you don't have to buy the service," she says.

"I am not sure I would read into the lower price [of the phone] and the Care+ service as a way to get more money out of the customers. At the end of the day, you don't have to buy the service," Carolina Milanesi says.

IDC's research manager of worldwide device trackers, Jitesh Urbani, agrees in an interview, adding that "Samsung [isn't] out to deceive customers or take advantage of them in any way."

"I suspect that with the first two generations of folding devices, Samsung learned that the Premium Service was underutilized by customers or perhaps not as highly valued by customers, and as a result, it wouldn't be missed if removed from future iterations," he says.

"Without the removal [of the service], it would be tough for Samsung to offer the new folding devices at regular flagship prices."

Fold 3 and Flip 3 are 80% more durable, on par with other premium mobile devices

According to Samsung, the main screens on the Fold 3 and the Flip 3 are 80% more durable than previous generations and are able to withstand 200,000 folds.

The added benefit, Counterpoint Research's Shah explains, is that consumers will have longer protection and "offers peace of mind through the average lifespan of the device," which is typically two to three years.

IDC's research director on worldwide device trackers, Nabila Popal, said in an interview that because Samsung has indicated the level of durability is much more on par with other premium mobile devices in the market it will increase sales faster.

"With the significant drop in prices and simultaneous improvement to durability, Samsung has addressed two of the biggest hurdles to the uptake of foldables, which was previously the super high price tag and fragility of the earlier devices. The market is responding very positively to the new launch due to these two factors, and as a result, we expect to see a rapid acceleration in the uptake of foldables in the second half of 2021."

To put that in perspective, in 2020, foldables made up less than half a percent of the 1.28 billion global smartphone market, according to IDC. However, IDC expects the foldable volume to grow anywhere up to three to four times over from last year's volume with this new launch.

Popal says it "speaks a lot to Samsung's confidence" in the improved durability of these phones and that it is necessary for separate service offerings.

"It gives an indirect statement that [Samsung] feels these devices do not need 'special' care any different from its other premium devices," she says.

Fold 3 should still have its own premium service to cater to business customers

Despite Samsung's efforts in pushing to make foldable phones a mainstream staple, Anshel Sag, a senior analyst at Moor Insights & Strategy, says in an interview that the company should have kept a separate care package for the Fold 3.

"The Fold is very much a productivity and business-centric device, and I would've liked to see Samsung lean into that more, rather than try to lump the Fold and Flip together," he said.

"The Fold is very much a productivity and business-centric device, and I would've liked to see Samsung lean into that more, rather than try to lump the Fold and Flip together," Anshel Sag said.

Sag notes that the Fold 3 should have been promoted separately and with different marketing, messaging, and support/service.

"Business users want to know they are going to be taken care of no matter what," he says.

And because the Fold 3 is priced higher, likely targeting that business-centric market, Sag notes that Samsung should still offer a higher level of support, especially since its S Pen compatibility opens the door to additional screen damage, despite Samsung's precautions.

"While the Fold may be great for artists as well, I just think that Samsung is missing an opportunity to capture new business users that see the utility of having a split-screen and S Pen on their phone," he says.

Source: androidcentral

Popular posts from this blog

How to watch England vs India: Live stream Fourth Test cricket online

Having bounced back from defeat with an impressive win in the third Test at Headingley, Joe Root's men will be hoping they can now forge an advantage as the series moves to London - watch every ball of this fourth Test with our England vs India live stream guide below. England managed to dismiss India for just 78 on Day 1 in a scintillating bowling display, but there was even better to come from the hosts' top-order batting, with all of the top three managing to notch up half-centuries in their first innings. Skipper Root meanwhile continued his extraordinary 2021 form, clocking up yet another three-figure score. With a buoyant home side now hoping to carry on where they left off, India captain Virat Kohli and head coach Ravi Shastri must unravel how their attack was so routinely undone with the new ball last time out. Kohli himself will also need to do more leading from the front, with the normally reliably prolific batsman having scored no more than 55 during any inni

Google Pay on Wear OS expands again, is now available in 37 countries

More people will be able to use their Wear OS watch for payments. Update, Sept 8 (5:30 p.m. ET) : Google Pay support expands to more countries. What you need to know Google Pay is getting expanded support in more countries. 16 additional countries will support contactless payments on the Galaxy Watch 4. The expanded support will also come to older Wear OS smartwatches "in the coming weeks." With the launch of the Galaxy Watch 4 , Google has highlighted some of the new app experiences that will come with the new Wear OS 3 update. Google Pay is among the apps that are getting a redesign based on Material You, but Google also announced that it's expanding support for more countries. As it stands, Google Pay only supports a handful of countries for contactless payments on Wear OS. Google is now adding 16 additional countries to the list, which include the following: Belgium Brazil Chile Croatia Czech Republic Denmark Finland Hong Kong Ireland New Zeal

How to watch the Djokovic vs Medvedev: Live stream the US Open 2021 final o

History beckons for Novak Djokovic as the Serbian legend goes in search of two significant tennis records in this afternoon's grand finale at Flushing Meadows. Read on to find out how to get a 2021 US Open live stream and watch Novak Djokovic vs Daniil Medvedev online no matter where you are in the world. A win here for the 34-year old would see him overtake eternal rivals Roger Federer and Rafael Nadal for the most Grand Slam titles won, with all three veterans currently tied at 20 wins a piece. Victory in New York this afternoon would also see Djokovic complete the first male calendar slam in the Open Era. Aiming to make a piece of history of his own but stopping Djokovic is Russian star Daniil Medvedev who will be looking to finally claim his first slam title. The 25-year-old world no.2 has been in some of the best form of his career in the Big Apple having given up just a single set on his way to today's final. The match marks Medvedev's second major showdown

How to watch the Raducanu vs Fernandez: Live stream the US Open 2021 final

It's a battle of the teens at Flushing Meadows this evening as two youngsters who have stunned the tennis world go head-to-head - read on to find out how to get a 2021 US Open live stream and watch Emma Raducanu vs Leylah Fernandez online no matter where you are in the world. The last time the final at the Arthur Ashe Stadium was contested by two players yet to reach their 20s was when Serena Williams defeated Martina Hingis to take the title back in 1999 in a match that signalled a new era for the women's game. While both players in that match were something of a known quantity - Hingis was already world no.1 - both of today's finalists' trailblazing journeys to today's clash has come as something of a bolt out of the blue. Britain's Emma Raducanu had to go through the qualifying stage on her incredible route to this showdown, yet has yet to lose a set so far in the tournament. The 18-year-old now stands on the brink of becoming the first British woman