The ACSI survey is the nation’s only cross-industry measure of customer satisfaction. Since 1994, the survey has been recognized as a leader in analyzing consumer sentiment about the products and services used most often. Between April 2022 and March 2023, the ACSI Cell Phone Manufacturer Study surveyed over 4,000 U.S. consumers who recently purchased mobile phones to evaluate the quality of their experiences.
Samsung Care: Going the Extra Mile for Consumers
Samsung provides #1 Service Center Network Coverage in the US for mobile devices.2 Through Samsung’s robust care network, customers have access to:
- Over 10,000 Samsung Mobile certified repair technicians in the U.S.
- More than 2,000 same-day Samsung Authorized Care locations, covering more than 80% of the U.S. population for mobile product repair with a typical repair time of two hours or less.
- 700+ UBreakiFix locations and 200+ Best Buy stores nationwide, which offer same-day service support
- More than 450 ‘We Come To You’ vans offering in-person service within a 30-60 minute drive.
- Nationwide coverage across all 50 states to all mobile customers to get a repair performed via our Mail-In process.
- The Samsung Self-Repair program, in partnership with iFixit, which available for 12 phone, tablet and PC models
Expanded Digital Care Options
Over the past several years, Samsung has invested in the digital transformation of Care response and technical training centers to offer faster and more convenient access. This includes enabling people to contact Samsung Care via SMS text messaging. Customers can text Samsung any time by messaging 1-800-SAMSUNG to start a conversation with a Samsung Care Pro. As of May 1, 2023, we have fielded 3 million conversations via text message, helping hundreds of customers with their device care needs.
New Care Scheduling on Samsung.com
We are also expanding our Care experience to more devices via convenient digital service requests. Customers can use their Samsung Account to create a Mail-In or Walk-In service appointment, and starting this summer, a ‘We Come To You’ service appointment, on one of their registered devices in four easy steps.3 Payment can also be easily included if needed when customers are creating a new ticket. Samsung customers can also now create an appointment for Galaxy Buds or Galaxy Watches at one of our authorized walk-in locations or conveniently and sustainably ship your device to Samsung for mail-in repair.
To learn more about Samsung’s commitment to providing quality customer service, visit Samsung.com.
1 Samsung internal research, February 2023
2 Among leading smart phone manufacturers (in-warranty authorized locations only); based on population within 30 min. drive of walk-in service center or home van service center ($30 home van service fee).
3 Applies to Mobile Phones, Hearables, Wearables and Tablets only.