Question 1

What are Loan Devices?

Accepted Answer

Loan Devices are provided to help you explore and experience the latest Galaxy devices. They’re designed to build your confidence, deepen your product knowledge, and support you in demonstrating features in-store. These devices remain the property of Samsung and require quarterly check-ins, with a planned return at a later stage. To help keep your device in good condition, we recommend holding onto the original retail box. This makes it easier to protect the device and return or transfer if it needed. We appreciate your support in taking care of your device 🤍

Question 2

What are Quarterly Check-ins?

Accepted Answer

As part of the program, you will take part in quarterly check-ins to ensure Loan Devices are being used and remain in good condition. These check-ins may include providing an image of the device with the IMEI visible, sharing feedback on the program, and other key updates. You will receive notifications when a check-in is required.

Question 3

Why Loan Devices?

Accepted Answer

We use Loan Devices to keep the program more sustainable and reduce environmental impact. When it’s time to refresh devices, previous ones are collected for recycling, helping keep the program up-to-date while being more environmentally responsible. This also ensures you always have access to the latest devices from our lineup!

Question 4

Do I need to sign anything?

Accepted Answer

Yes, you’ll need to sign an End User Agreement (EUA) for each Loan Device you receive. This ensures you understand the terms and conditions for using the device.

Question 5

What happens if a Loan Device is lost/stolen?

Accepted Answer

If a Loan Device is lost or stolen, please report it as soon as possible via the Formsite link on this Linktree page. Reporting it promptly helps us take the right steps.

Question 6

What happens if a Loan Device is damaged (out of warranty)?

Accepted Answer

If a Loan Device is damaged and out of warranty, please report it using the Formsite link on this Linktree page. Samsung will review your request and, where possible, arrange a one-time free-of-charge (FOC) repair. We’ll keep you updated throughout the process.

Question 7

What happens if a Loan Device is faulty (in warranty)?

Accepted Answer

If a Loan Device has a fault and is still under warranty, please report it using the same Formsite link on this Linktree page. Samsung will provide a Proof of Purchase (POP) for the repair and guide you on the next steps.

Question 8

Why is there a message in the notification panel on the Loan Device?

Accepted Answer

To help with clear identification, a message stating "This loan device is allocated and owned by the Samsung Elites Program." appears in the notification panel. This message ensures all relevant parties can recognise the device and cannot be removed.

Question 9

What is Knox Guard?

Accepted Answer

Knox Guard is Samsung’s security solution designed to protect Loan Devices. If a device is reported lost or stolen, Knox Guard restricts access, preventing unauthorised use while allowing Samsung to manage security remotely. Rest Assured—your privacy is our priority and we can’t access any of your information on the device.

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