Samsung Upgrades SamsungCare+ with Unlimited Free Screen and Back Glass Repairs

Samsung Upgrades SamsungCare+ with Unlimited Free Screen and Back Glass Repairs2024 was a rollercoaster year for Samsung's repair service strategy. From the controversial partnership with third-party repair shops at the beginning of the year to the abrupt termination of its self-repair program with iFixit, Samsung's moves in the repair service arena sparked considerable consumer dissatisfaction

Samsung Upgrades SamsungCare+ with Unlimited Free Screen and Back Glass Repairs

2024 was a rollercoaster year for Samsung's repair service strategy. From the controversial partnership with third-party repair shops at the beginning of the year to the abrupt termination of its self-repair program with iFixit, Samsung's moves in the repair service arena sparked considerable consumer dissatisfaction. However, a year later, at the start of 2025, Samsung has introduced a significant upgrade, adding unlimited free screen and back glass repairs to its "SamsungCare+ with Theft and Loss" plan. Whether this can reverse negative consumer sentiment remains to be seen.

In May 2024, a leaked contract thrust Samsung into the spotlight. The contract revealed that Samsung forced independent third-party repair shops to provide customer personal information, including names, contact details, phone identifiers (like IMEI numbers), and details of customer complaints, in exchange for access to Samsung repair parts. This raised significant privacy concerns among consumers and drew strong opposition from independent repair businesses. Almost simultaneously, Samsung's self-repair program with iFixit ended, with iFixit publicly stating that Samsung seemed uninterested in widespread repair service expansion. This undeniably impacted consumers, as iFixit was one of the few platforms offering genuine Samsung parts for self-repair, and the termination reduced consumer repair options and potentially increased repair costs.

Facing consumer and market pressure, Samsung adjusted its strategy in the second half of 2024. It expanded its partnership with Assurant's CellPhoneRepair (CPR), adding over 300 repair locations in the US, attempting to mitigate the impact of ending its iFixit partnership and improving service coverage and accessibility. However, this was just the first step.

To further improve customer satisfaction and strengthen its market position in 2025, Samsung officially announced a major upgrade to its "SamsungCare+ with Theft and Loss" plan in January 2025. The core of this upgrade is unlimited free screen and back glass repairs for all subscribers. Previously, these repairs cost $29 each. This means subscribers to "SamsungCare+ with Theft and Loss," regardless of their subscription tier, are exempt from these previously high repair costs.

This upgrade wasn't unexpected; Samsung had pre-announced the plan via email to "SamsungCare+ with Theft and Loss" users in December 2024. The upgrade became effective on January 15, 2025, and automatically applied to all existing users without requiring any action.

However, this seemingly generous upgrade has limitations. First, the free repairs are only for "SamsungCare+ with Theft and Loss" subscribers; basic SamsungCare+ users still pay $29. Second, free repairs are limited to over 700 authorized Samsung repair centers in the US, excluding some regions. Furthermore, the free repairs currently only cover Galaxy S series phones, seemingly excluding Galaxy Z Fold and Flip series devices, a potential disappointment for foldable phone owners.

Despite these limitations, Samsung's upgrade demonstrates a positive shift in its approach to repair services. Notably, Samsung is covering the full cost of these repairs, highlighting its commitment to improving customer satisfaction. In contrast, Samsung offered unlimited battery replacements for SamsungCare+ users in May 2024, but this came with a $2 increase in subscription fees. This upgrade, however, doesn't involve a price hike, making it more appealing.

The monthly fee for Samsung's "SamsungCare+ with Theft and Loss" plan ranges from $8 to $18, depending on the device and service tier. Users pay a monthly fee to access this plan, now including unlimited free screen and back glass repairs. While not entirely free, it's far more attractive than the previous $29 per repair cost, and more appealing than the previous free battery replacement offer which increased subscription costs.

In conclusion, Samsung underwent a period of adjustment and reflection regarding its repair service strategy in 2024, culminating in a significant service upgrade at the beginning of 2025. This upgrade provides unlimited free screen and back glass repairs for "SamsungCare+ with Theft and Loss" users. While limitations exist, it represents a positive improvement in customer experience. Whether this can rebuild consumer trust and enhance Samsung's brand image remains to be seen. Samsung's upgraded strategy reflects its proactive approach to adapting its service offerings to market competition and changing consumer needs. Future developments regarding the expansion of free repair service coverage and applicable models warrant attention. This case also serves as a valuable lesson for other phone manufacturers the importance of balancing their own interests with customer experience and establishing a fairer, more transparent repair service system is a crucial consideration for all.