Samsung Smart Service Enhances Aftersales Experience

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Kuala Lumpur, 1 July 2016 – Innovations play a critical role in modern living and in an ongoing effort to deliver an augmented experience to consumers; Samsung Malaysia Electronics reiterate its commitment in offering the best aftersales experience through its enhanced Samsung Smart Service programme. Driven by the 3S motto; Speed, Solution and Satisfaction, Samsung Smart Service is specially curated to meet the needs of customers, reassuring them that they can receive the care and attention needed with ease.

“At Samsung, we recognise and understand that various unpredictable scenarios could occur when it comes to electronic products. This is why we are constantly upgrading and improving, not only on our innovations, but our customer service as well. Our customers and supporters are our utmost importance, which is why we want them to have a peace of mind when using our products,” said Elaine Soh, Chief Marketing Officer, Samsung Malaysia Electronics.

Placing high importance on providing speedy solutions, Samsung introduces Remote assistance to ensure that customers’ queries are responded in a timely manner. The Samsung Smart Service enables an agent to remotely access the device to troubleshoot and guide customers on tips and tricks to optimize their device usage.

Samsung Smart Service Enhanced Quality Aftersales Experience

Operating on a steadfast 24/7 multilingual, award-winning care-line (1-800-88-9999), Samsung’s dedicated teams are trained to recognise products and assess situations to expedite remedies. As for consumer electronic products, customers can arrange for a technician to visit their home using the care-line. A Live Chat is also available via Samsung’s instant messaging support system to answer all customer enquiries.

Additionally, Samsung’s 21 Express Service Centres located nationwide provide customers with efficient, speedy solutions which include phone repairs. Technicians at the Express Service Centres are trained to repair mobile phones within the shortest time possible.

The Samsung Smart Service programme offers more than just speedy service but also direct solutions for a complete customer care understanding. Samsung Experience Stores (SES) were traditionally known for retail services only. Today, all SES offer a myriad of in-shop services which include software upgrades, data transfer guidance service, free set-ups and installations as well as arrangements for component replacements and fast off-site repairs.

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For customers who are unable to visit the Express Service Centres, the SES also serves as a one-stop-solution hub where customers can simply drop off their devices for repair and arrange for them to be transported to the repair service centres and collected later on at the same location. With these in-store assistances, Samsung’s customers can expect convenient and efficient response.

Finally, to provide maximum satisfaction, Samsung additionally supports its services by providing customers Samsung Smart Warranty – the option of a 1-year warranty extension. Available for purchase and claimable at any Express Service Centres nationwide, the extended warranty is an added value that gives customers a peace of mind.

Being one of the global leaders in technology, Samsung is always looking out for opportunities to enhance its service quality. Earlier this year, the brand held a Smart Service Contest for customer service officers (CSO) and technicians to level up their skills.

Samsung is also one of the largest electronics brand with the widest service network coverage; 72 SES outlets nationwide. With a total of 111 drop-off and collection points which includes authorized dealerships, Samsung Smart Service is easily accessible for consumers to service their electronic products anywhere around Malaysia. Samsung Brand Stores and Express Service Centres are located in most major cities in Peninsular and East Malaysia.


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