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Going Above & Beyond: Samsung Care Technicians Celebrate their Rewarding Customer Experiences
10/8/2024
When an appliance breaks down, it can throw our daily routines into chaos. Whether it’s a malfunctioning oven that interrupts family dinners, a broken washer or dryer that delays weekend plans, or an inoperable TV right before movie or game night, these inconveniences remind us of the value of fast, reliable, and high-quality service.
To celebrate Customer Service Week (October 7-11, 2024) and this year’s theme, “Above & Beyond,” we’re shining a spotlight on our very own dedicated Samsung Care technicians who go the extra mile to restore normalcy. From innovative digital care solutions to best-in-class training, our Samsung Care pros are committed to providing a customer-first care experience no matter where you live.
Samsung provides 99.9% of the U.S. with convenient Care coverage. With programs like Samsung Beyond Boundaries, customers within a four-hour radius of a Samsung Care Center in various U.S. regions can receive at-home repairs, ensuring that even the most remote customers have access to our top-notch care. Samsung also delivers #1 Quality and Service Coverage in the U.S. for mobile devices,1 providing Galaxy owners access to more than 9,000 Samsung Mobile certified technicians with convenient walk-in, mail-in and We Come to You repair options.
Hear from some of our Samsung Care technicians as they share their rewarding experiences and the impact of delivering exceptional customer care — along with our valued customers’ reviews.
“Technician Scott, knew exactly what he was doing. He had a lot of patience with me and fixed my TV immediately after receiving the appropriate part from the factory. He was very pleasant and polite. I am 80 years old and live alone and am nervous with letting a strange man into my home, but he made me feel very comfortable. Thank you, Scott, you did wonderful job. Now I can enjoy sleeping in my own bed again. I can only go to sleep with the TV on.”
– Real customer feedback Samsung service technician, Scott
“The tech was fast, friendly, and on the ball. He had my dryer up and running quickly as well as did a full diagnostic on everything else in the unit. Samsung has been a brand I personally trust. Every cell phone I have owned has been a Samsung. I recommend their products and can attest if they go down, they get the tech out as fast as possible to resolve your issue, not many companies care like that.”
– Real customer feedback Samsung service technician, Lloyd
Introducing the Samsung Care Compliment Program
Samsung has launched the Care Compliment program, making it easier for customers who’ve had a great repair experience to share feedback directly with the service technician who worked on their appliance or mobile device at an authorized service center. This includes repairs performed on appliances or mobile phones using Samsung’s walk-in service or in-home service repair partners.
How it works: After a repair, customers receive a feedback form. If customers indicate they had a positive Care experience, they can leave additional comments that are shared directly with the technician. This program seamlessly integrates technician recognition into our feedback system — and highlights that when customers are empowered to share their positive experiences, they’re more motivated to offer compliments.
Celebrating Samsung Care Technicians
On October 9th at Samsung 837, our Samsung Care team is excited to host A Night with Mýa. Join us in-person, as our Vice President of Customer Care, Mark Williams, and other team members as they discuss Care Tech and how we extend the life of our customers’ devices. Enjoy fun competitions with our Samsung Certified Technicians, celebrate their achievements, and get an exclusive behind-the-scenes look at how phones are built and repaired. To make the event even more special, we’ll offer on-the-spot phone repairs in-store and the ability to schedule repairs for a time that is convenient for you. It’s a great opportunity to honor the hard work of our technicians and show how we care for your devices.
Underscoring Samsung’s efforts in product quality and service, the company achieved #1 customer satisfaction and #1 overall service quality among 5G mobile devices in the 2024 American Customer Satisfaction Index (ASCI®) Survey. Samsung also secured #1 rankings in TVs for overall customer satisfaction and #1 in home appliance service experience for the second year in row in the ACSI® survey.
Looking for more news or need additional support from the Samsung Care team? Visit the Samsung Care YouTube Channel, check out the Samsung Members App and Samsung Communities, or text us any time by messaging 1-800-SAMSUNG to start a conversation with a Samsung Care Pro.
