{"id":18005,"date":"2018-01-12T22:00:04","date_gmt":"2018-01-13T03:00:04","guid":{"rendered":"http:\/\/news.samsung.com\/us\/?p=18005"},"modified":"2019-06-18T19:27:26","modified_gmt":"2019-06-18T23:27:26","slug":"samsung-premium-care-touches-ces-2018","status":"publish","type":"post","link":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/samsung-premium-care-touches-ces-2018\/","title":{"rendered":"Samsung Premium Care Touches Down at CES 2018"},"content":{"rendered":"

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Let\u2019s face it \u2013<\/span> CES attendees need their smartphones to be working flawlessly as they hold back-to-back business meetings and capture photos of innovative new products and experiences throughout the annual tech-fest. That\u2019s just part of the reason Samsung\u2019s Customer Care Truck was on site to offer conference attendees a taste of Premium Care <\/a>while managing their busy CES schedules.<\/p>\n

\u201dThe Care Truck really embodies one of the most important things we\u2019re doing at Care, which is telling customers that their location is our location \u2013 wherever a customer might be, we\u2019re going to be there to help them,\u201d said Michael Lawder<\/a>, Senior Vice President of Customer Care at Samsung Electronics America<\/strong>.<\/p>\n

So, all week long, Samsung offered two key Customer Care experiences with CES attendees\u2019 best interests in mind: The Samsung Premium Care Truck and charging stations strategically placed in busy areas of the convention.<\/p>\n

Located just outside the Las Vegas Convention Center\u2019s Central Hall, the Samsung Premium Care Truck was staffed by an expert team of Care Truck ambassadors, offering CES attendees personalized, on-the-spot customer care — from fixing a cracked screen, to setting up a new phone or other device, or just to get quick, one-on-one instruction and there was no shortage of attendees who were grateful.<\/p>\n

\u201cMy phone was cracked on both the front and multiple places on the back. I was just tickled to death when I saw this kiosk was here to replace both the front and the back for free for CES attendees,\u201d said Michael Bozeman, a CES attendee<\/strong>.<\/p>\n

\u201cMy Samsung S8 had a bad port, turns out it was just a really dirty port and cleaned it out and it\u2019s fast charging again, so I\u2019m a happy customer,\u201d said another CES attendee, Shane Nilsson<\/strong>.<\/p>\n

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While at the truck,\u00a0Galaxy S8, S8+<\/a>\u00a0and\u00a0Note8\u00a0<\/a>CES attendees could also register for\u00a0Samsung Premium Care<\/a>, a white-glove service that offers personalized care and attention, anytime and anywhere, based on their personal needs.<\/p>\n

\u201cPremium Care also represents a new way of thinking about customer care at Samsung,\u201d said Lawder.<\/strong> \u201cIt\u2019s not just about providing answers to our customers \u2013 it\u2019s all about providing solutions.\u201d<\/p>\n

Not only did the Care Truck team offer much-needed, on-demand service, but strategically placed charging stations at CES offered many a convenient and secure way to charge their phones.<\/p>\n

\u201dWe want customer care to be as innovative and convenient as our products, we\u2019re really here to transform this business from a break-fix business to one that builds strong, lasting, relationships with our customer so they have an amazing ownership experience,\u201d explained Lawder<\/strong>.<\/p>\n

The charging stations at CES were also a hot commodity, as CES attendees found themselves low on battery they utilized the secure charging stations to recharge and then get back to business.<\/p>\n

*Complimentary repair was only available during CES 2018 for registered attendees; phone repairs from the Care Truck normally incur a charge.
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