Samsung Canada Wins Silver in International Customer Experience Award for “Stay Home, Stay Safe” Campaign

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Samsung Canada recognized in the “Best Customer Experience in the Crisis” category for door-to-door repair pickup service during the COVID-19 pandemic



Samsung Electronics Canada is proud to announce it has won silver in an International Customer Experience Award (ICXA) for “Best Customer Experience in the Crisis” for its “Stay Home, Stay Safe” campaign. The “Stay Home, Stay Safe” campaign enabled Canadians to stay safe and remain connected during the COVID-19 pandemic with a purpose-built Door-to-Door repair service designed for Canadians.


The ICX Awards recognize and celebrate customer experience excellence across the globe. The “Best Customer Experience in the Crisis” category recognizes companies that maintained and enhanced customer experiences during the COVID-19 pandemic or any other regional crisis. Samsung Canada was recognized with a silver award in the category.


“We are incredibly honoured to be recognized for our commitment to convenient, seamless, and accessible service for our customers across the country,” said Frank Martino, VP of Corporate Service at Samsung Canada. “I want to extend a huge thank you to our frontline team members who demonstrated unmatched collaboration, innovation, and commitment to bring this important service to markets for Canadian consumers.”


At the start of the COVID-19 pandemic, when Samsung Walk-In Repair centres were ordered to temporarily close, Samsung introduced the “Stay Home, Stay Safe” campaign to continue Samsung’s longstanding commitment to keeping customers safe and connected, while ensuring the delivery of exceptional customer service. “Stay Home, Stay Safe” offered customers free contactless pick-up and return – for both in-and out-of-warranty customers, ensuring peace of mind during stressful and uncertain times.


Samsung developed the service to meet the various needs of Canadian customers across the country. For example, Condo dwellers could use not only Curbside pickup, but Reception pick-up options for small appliance repairs. Those with large appliances could choose the “in-garage” option, a service never before offered by an original equipment manufacturer.


To ensure that exceptional customer experience standards continued to be met, Samsung introduced industry-leading safety protocols, and was the only original equipment manufacturer in Canada to deliver devices back to the customer’s doorstep within three to five business days.


Today, the service continues to offer convenient, safe repair options for valued Samsung customers in Canada. You can learn more about the Door to Door Repair Service for Galaxy Devices here.

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