Excellent Service Guide SWA CS TEAM

Title ESG20231227: Aircon Installation scheme & claim Process

ESG Date Dec 27th 2023 Requester CS Network Planning

Split Aircon : All Wind free &

ESG Type Standard process/System guide Product / Model
Non Wind Free AC

Background
 Sales has announced A/C installation offer on 5★ AC’s and 3 ★/4 ★ Windfree AC’s
 Service Partners are not aware about the AC installation offer

Objective
 To drive sellout and ensure quality installation
 To create awareness to service partners on Aircon installation offer on it’s terms and
conditions & call flow process
 To communicate partners about Wind free new nomenclature as AI Pro+/AI Pro for 2024
Lineup Models

Aircon Installation offer will be as follows:

Applicability :
State : Pan India
Period Validity : AC sold from 1st Jan 2024 ~ 31st Mar’ 2024
Channel : All Channels

Model Applicable Offer to customer Validity

All 5 ★ Models (WF + NWF) Except Prima series Free Installation

3 ★/4 ★ Windfree Models 799 + Taxes 1st Jan'24 ~ 31st Mar'24
All other Non Windfree 3★ and 4 ★ Models 1199+Taxes

Pls refer to the AC Model list on Page no 3 to identify 5 Star Modes, 3 Star/4 Star Windfree
models & Prima series Models

Note :
- Installation offer is not applicable on 3 &4 star Non wind free and On/Off AC Models
- Offer is applicable on previous year models also
- Offer is applicable on all sales channels including Online/E store

Page 1 of 7 Service Excellence Beyond Imagination

 Excellent Service Guide SWA CS TEAM
Title ESG20231227: Aircon Installation scheme & claim Process

ESG Date Dec 27th 2023 Requester CS Network Planning

Split Aircon : All Wind free &

ESG Type Standard process/System guide Product / Model
Non Wind Free AC

Offer Details :
1. Installation under scheme is valid within 180 days from date of customer invoice
excluding E store where the scheme is valid from Order date mentioned in SAMSUNG
invoice and offer validity will be 180 days from date of order
2. Customer invoice copy will be mandatory to carry out installation under above scheme

3. For all 5 Star (Windfree and Non Windfree excluding Prima Series )models as mentioned

above qualifying under Free Standard installation offer, partner to claim Rs.1199/- through

SAW from SIEL

4. For all 3 and 4 Star Wind free models as mentioned above qualifying under Rs.799/- + taxes

offer, Partner to claim Rs.401/- through SAW from SIEL

5. For all other 3 and 4 Star Non Windfree Models where no Free or discounted Installation

offer , no discount SAW shall be raised by partners.

Pl refer to the below table :

Standard Lobour
Customer to Pay SIEL to Pay
Charges
Model Applicable
SAW
Basic GST Total Basic GST Total GST Total
Amount
All 5 ★ Models (WF + NWF)
1199 216 1415 0 0 0 1199 216 1415
Except Prima series
All Windfree 3 ★/4 ★ Models 1199 216 1415 799 144 943 401 72 473
All Non Windfree 3★and 4 ★
1199 216 1415 1199 216 1415 0 0 0
Models

Note

Partner to claim only SAW amount mentioned as per above table and GST amount will be paid

thru system and GST is calculated @ 18%

Page 2 of 7 Service Excellence Beyond Imagination

 Excellent Service Guide SWA CS TEAM
Title ESG20231227: Aircon Installation scheme & claim Process

ESG Date Dec 27th 2023 Requester CS Network Planning

Split Aircon : All Wind free &

ESG Type Standard process/System guide Product / Model
Non Wind Free AC

 5 ★ Models  Wind free 3★ / 4★ Models

Model No Capacity Star Offer Capaci

Model No Star Offer
AR18CY5AQWK 1.5T 5★ Free Installation ty
AR18CY5ARWK 1.5T 5★ Free Installation AR18CY3AAGB 1.5T 3★ 799+GST
AR18CY5ASWK 1.5T 5★ Free Installation AR18CY3AQWK 1.5T 3★ 799+GST
AR18CY3ARWK 1.5T 3★ 799+GST
AR12CY5AMWK 1.0T 5★ Free Installation
AR12CY3AMWK 1.0T 3★ 799+GST
AR12CY5ANWK 1.0T 5★ Free Installation
AR12CY3ANWK 1.0T 3★ 799+GST
AR18CY5AAGB 1.5T 5★ Free Installation
AR12CY3APWK 1.0T 3★ 799+GST
AR18CY5AAGC 1.5T 5★ Free Installation AR12CY3AQWK 1.0T 3★ 799+GST
AR18CY5ACWK 1.5T 5★ Free Installation AR12CYLAMWK 1.0T 3★ 799+GST
AR18CY5AMWK 1.5T 5★ Free Installation AR12CYLANWK 1.0T 3★ 799+GST
AR18CY5ANWK 1.5T 5★ Free Installation AR18CY3AAGC 1.5T 3★ 799+GST
AR18CY5APWK 1.5T 5★ Free Installation AR18CY3AMWK 1.5T 3★ 799+GST
AR18CYNAMWK 1.5T 5★ Free Installation AR18CY3ANWK 1.5T 3★ 799+GST
AR18CYNANWK 1.5T 5★ Free Installation AR18CY3APWK 1.5T 3★ 799+GST
AR18CY4AAGB 1.5T 4★ 799+GST
AR12CY5ZAGD 1.0T 5★ Free Installation
AR18CY4AMWK 1.5T 4★ 799+GST
AR12CYNZAGE 1.0T 5★ Free Installation
AR18CY4ANWK 1.5T 4★ 799+GST
AR18CY5YATA 1.5T 5★ Free Installation
AR18CY4APWK 1.5T 4★ 799+GST
AR18CY5YATC 1.5T 5★ Free Installation AR18CY4AQWK 1.5T 4★ 799+GST
AR18CY5YAWK 1.5T 5★ Free Installation AR18CY4ARWK 1.5T 4★ 799+GST
AR18CY5ZAGD 1.5T 5★ Free Installation AR18CYLAMWK 1.5T 3★ 799+GST
AR18CY5ZAPG 1.5T 5★ Free Installation AR18CYLANWK 1.5T 3★ 799+GST
AR18CY5ZAWK 1.5T 5★ Free Installation AR24CY3AAGB 2.0T 3★ 799+GST
AR18CYNZABE 1.5T 5★ Free Installation AR24CY3AAGC 2.0T 3★ 799+GST
AR18CYNZAGE 1.5T 5★ Free Installation
AR18CYNZAWK 1.5T 5★ Free Installation  Non Wind free 5★ Prima
AR18CYNZBGE 1.5T 5★ Free Installation
AR18CYNZBWK 1.5T 5★ Free Installation
Models (No installation Offer)
AR18BY5ACWK 1.5T 5★ Free Installation
Model No Capacity Star Offer
AR18CY5BAWK 1.5T 5★ 1199+GST
AR18CY5BBWK 1.5T 5★ 1199+GST
AR18CYNBAWK 1.5T 5★ 1199+GST
AR18DY5BAWK 1.5T 5★ 1199+GST

Note :
Above mentioned Models are only 2023 and 2024 Yr series only.
Same offer is applicable on previous years Models also.
Page 3 of 7 Service Excellence Beyond Imagination
 Excellent Service Guide SWA CS TEAM
Title ESG20231227: Aircon Installation scheme & claim Process

ESG Date Dec 27th 2023 Requester CS Network Planning

Split Aircon : All Wind free &

ESG Type Standard process/System guide Product / Model
Non Wind Free AC

Installation Process Flow :-

Installation Process in
Call registration at CCC
field

Customer Purchase Aircon MSC assign the call to

( All channel- during the installation engineer to
offer period.) attend the call

Site Inspection done &

Standard installation based
Customer/Dealer Call CCC on installation Proof of
Purchase (Mandatory)

Register request Call Closed in GSPN by Wty

in our system (GCIC) void and enclosing
mandatory Invoice copy.

Call Closed in GSPN as per

SAW process for discount
Call assign to Installation under installation schemes
MSC based on area mapping -New SAW category ( Retail
installation

Page 4 of 7 Service Excellence Beyond Imagination

 Excellent Service Guide SWA CS TEAM
Title ESG20231227: Aircon Installation scheme & claim Process

ESG Date Dec 27th 2023 Requester CS Network Planning

Split Aircon : All Wind free &

ESG Type Standard process/System guide Product / Model
Non Wind Free AC

 Terms & Conditions – Aircon Installation scheme

 Free Aircon installation offer is applicable on 5 Star (Except Prima Series) and discounted

installation offer is applicable on 3 Star/4 Star Windfree Samsung AC’s only as per above

mentioned criterion

 Installation offer is entitled for installations registered in our Call Center within 180 days of

customer invoice (E-Store Samsung Invoice- 180 days from the order date)

 Re-imbursement for installation amount would be done to Samsung Authorized Service

center only .

 No 3rd party or dealer installations would be entitled for re-imbursement of installation

charges.

 AC Installation offer is only for standard installation. Customer will pay for all additional work,

like extra copper piping, wiring, drain pipe, MCB , ODU stand etc.

 MSC’s to ensure complete customer/ set information with invoice (mandatory) uploaded in

GSPN for proper closure of calls in the system as per new SAW approval for retail

installation ESG reference no : ESG20130509

 On CSR, engineer should get the confirmation that installation under scheme has been

provided to customer.

Page 5 of 7 Service Excellence Beyond Imagination

 Excellent Service Guide SWA CS TEAM
Title ESG20231227: Aircon Installation scheme & claim Process

ESG Date Dec 27th 2023 Requester CS Network Planning

Split Aircon : All Wind free &

ESG Type Standard process/System guide Product / Model
Non Wind Free AC

 Terms & Conditions – Aircon Installation scheme (Contd….)

SAW approval for more than the prescribed amount shall be treated as abnormal and entire

amount shall be debited to service partner.

 Using any other SAW category other than retail installation will be considered abnormal for

the calls and the call shall be rejected / amount deducted

 MSC to carry out standard installation as per scheme on the basis of Invoice only if product

model and invoice date comes under installation scheme period

Standard installation of Aircon does not include

• Extra copper pipe, drain pipe, electric wiring ,chiseling work ,outdoor stand & masonry

work etc.

Page 6 of 7 Service Excellence Beyond Imagination

 Excellent Service Guide SWA CS TEAM
Distribution List : CS Portal

Job Role Applicable Applicable

HO001~HO - SWA CS Team  BO002 ~ BO – Branch service(SAARC)

HO002~HO - Service operation group  CC01 ~ CCC – Manager 

HO003~HO - Technical support group  CC002 ~ CCC – Others 
HO004~HO - Parts operation group  CC03 ~ CCC - TA(AV)

HO005~HO - CS academy group  CC04 ~ CCC - TA(HA) 

HO006~HO - Customer experience group CC05 ~ CCC - TA(IT)

HO007~HO - Strategic planning group  CC06 ~ CCC - TA(HHP)

HO008~HO - Biz Process innovation group  CC07 ~ CCC - TA(HME)

HO009~HO - Channel support group  CC08 ~ CCC - TA(B2B)

HO010~HO - SVC administration group  CC09 ~ CCC - Dealer Hotline

BO001 ~ BO – Branch service(India)  CC010 ~ CCC - Happy Call

Distribution List : G-SPN

Job Role Applicable Job Role Applicable

P101 ~ Partner(HHP) - Center Manager P116 ~ Partner - Engineer(HME)

P102 ~ Partner(HHP) - Administration P117 ~ Partner - Engineer(Demo)

P103 ~ Partner(HHP) - Parts Controller P118 ~ Partner - Engineer(Installation)

P104 ~ Partner(HHP) - SVC Tracking P201 ~ Partner(RB) - Center Manager

P105 ~ Partner(HHP) - Engineer Supervisor P202 ~ Partner(RB) - Administration

P106 ~ Partner(HHP) - Engineer P203 ~ Partner(RB) - Parts Controller

P107 ~ Partner - Center Manager  P204 ~ Partner(RB) - SVC Tracking

P108 ~ Partner – Administration  P205 ~ Partner(RB) - Engineer Supervisor

P109 ~ Partner - Parts Controller  P206 ~ Partner(RB) - Engineer

P110 ~ Partner - SVC Tracking  P301 ~ Partner(L4) - Center Manager

P111 ~ Partner - Engineer Supervisor  P302 ~ Partner(L4) - Administration

P112 ~ Partner - Engineer(AV) P303 ~ Partner(L4) - Parts Controller

P113 ~ Partner - Engineer(HA)  P304 ~ Partner(L4) - SVC Tracking

P114 ~ Partner - Engineer(IT) P305 ~ Partner(L4) - Engineer Supervisor

P115 ~ Partner - Engineer(HHP) P306 ~ Partner(L4) - Engineer

Page 7 of 7 Service Excellence Beyond Imagination