Samsung announces Faster Repair Times for Valued Customers
Samsung Electronics South Africa has announced even faster repair times for its customers, through a range of new initiatives, thereby further enhancing the user experience of Samsung technology
A new agreement with select DionWired stores with mobile devices (phones, tablets and notebooks) can expect a same day express repair service, while white goods will be up and running within 48-hours of logging a call with the Samsung call centre. The new Smart Care Centres in Johannesburg, Cape Town and Durban offer full technical repairs seven days a week, including most public holidays. Walk-in customers are able to locate an expert who can guide them in purchasing decisions, as well as managing any issues around their device or product.
Samsung customers are also eligible for access to a call centre, which provides support from an authorised and specialised technician. This offering is extended to all Samsung products, including its leading range of refrigerators, air conditioners, televisions, washing machines and audio-visual equipment.
The call centre will ensure that the product is serviced or repaired within a 48-hour period, with the call-out service, parts and labour all being provided free of charge for goods still under the two year warranty period, at selected DionWired stores.
Taking the premium service one step further, Samsung’s call centre also offers in-house service repairs on white goods such as washing machines and refrigerators. Once a Samsung technician has been allocated, they will arrive in clearly branded clothing with identification badges so that customers can be assured of their authenticity. Samsung is committed to ensuring that customers feel secure and supported. To place a call for an in-home service* and confirm the identity of the technician, consumers can contact the call centre number: 0860 726 7864.
“We strive to respond to the needs of our customers’ by continually redesigning their experience of Samsung products and services to ensure we always provide solutions that best meet their requirements,” said Richard Chetty, Director of Services at Samsung Electronics SA. “We are confident that these changes will build on our already strong levels of customer satisfaction by ensuring that we continue to respond timeously to our customers’ needs.”
During the pilot phase, DionWired stores in Woodmead, Johannesburg and Kolonnade in Pretoria will offer repairs to the full range of Samsung products, regardless of where they were initially purchased. From July 2014, this service will be rolled out to additional DionWired stores and other leading retail stores, countrywide.
“We are confident that this new approach will ensure that users of our products experience the true meaning of convenience should they ever need to have their mobile device or appliances repaired. Samsung understands that to truly build brand loyalty, a best-in-class product must be coupled with service excellence all the way through its life cycle,” concludes Chetty
*Samsung Terms & Conditions Apply