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Samsung requires repair shops to share customer data and more

According to a leaked contract, Samsung has been requiring third-party repair shops to share customer data with Samsung.

The ability to repair your broken smartphone has seemingly been gaining momentum in recent years, and a big part of that has been the increased availability of official parts for smaller repair shops. Samsung has been expanding the availability of official parts for a while, but it seems that hasn’t happened without compensation.

404 Media reports, citing a leaked contract, that Samsung has strict requirements for third-party repair shops to obtain official parts, and includes handing over a large amount of customer data.

Samsung apparently requires third-party repair shops it works with to provide customer name, contact information, and complaint data directly to Samsung. Depending on the contact, this data will be uploaded daily at the time of repair.

This also includes “immediately” informing Samsung of any customer who has had their phone repaired with third-party parts and “disassembling” the device in question, effectively destroying it.

The contract says in part:

The Company will immediately disassemble all products created or assembled from, composed of or containing Service Parts not purchased from Samsung (except for the Service Parts described above) and will immediately notify Samsung in writing of the details and circumstances. of any unauthorized use or misappropriation of any Service Part for any purpose other than as provided for in this Agreement. Samsung may terminate this Agreement if you violate these terms.

Beyond sharing customer data, the contract limits third-party repair shops to “board-level repairs” that require soldering. And Samsung also requires these shops to obtain and maintain “WISE” certification, which costs them $200 a year and funds an organization that is part of CTIA, which has been notable for fighting right-to-repair movements.

This news emerged just as iFixit, a company focused on technology repairs, ended its partnership with Samsung citing the unnecessarily high cost of repair parts and Samsung’s continued practices that do not align with the right to repair.

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