Samsung Electronics Canada Customer Service has been recognized for its innovative approach to providing seamless Omni-channel experiences to customers. At the International CX Awards held in November 2024, Samsung was the Bronze Award Winner of the prestigious award category for ‘Best Use of omni-channel. This achievement highlights the company’s commitment to delivering exceptional customer service across multiple channels.

Samsung’s case study focused on its Omni AI support system, which will utilize advanced artificial intelligence technology to empower customers with personalized and proactive assistance. By leveraging AI, Samsung will be able to offer tailored solutions and enhance the overall customer experience.

The award recognizes Samsung’s efforts in utilizing innovative technologies to revolutionize customer service. With three core benefits, including AI-integrated customer care, round-the-clock virtual visual support and remote support, as well as proactive services enabled by SmartThings smart plugs and home appliances remote management, Samsung continues to be a leader in providing seamless omni-channel support.

Samsung Electronics Canada Customer Service was also the Bronze Stevie® Winner in the Customer Service Department of the Year category of the International Business Awards ’24 organized by Stevie Awards. This remarkable achievement showcases Samsung’s unwavering commitment to delivering outstanding customer service across multiple channels.

The International Business Awards are widely regarded as the world’s premier business awards program, recognizing organizations and individuals for their achievements in various categories. By securing this esteemed award, Samsung Electronics Canada Customer Service has demonstrated its ability to consistently exceed expectations and provide exceptional customer experiences.

These back-to-back wins highlight Samsung’s innovative approach to customer service.  As a result, Samsung Electronics Canada Customer Service stands tall as a beacon of excellence in the industry, setting new standards for customer engagement and satisfaction.

Customers can request a Canada Post drop-off when booking repairs with Samsung Electronics Canada’s call agents, enjoying estimated shipping times of one to two business days. This service is available for Smartphones, Tablets, Galaxy Books, and Wearables for both In and Out-of-Warranty devices.

This partnership enhances Samsung’s mail-in service solution by adding more choice, convenience, and flexibility with increased service drop-off locations. With 90% of the Canadian population living within 5 km of a Canada Post location*, this partnership is designed to enhance repair service accessibility.

“Delivering exceptional customer service is at the core of Samsung’s values,” says Frank Martino, Vice President of Corporate Service at Samsung Electronics Canada. “Our partnership with Canada Post allows us to offer our customers a convenient and efficient way to get their products repaired.”

To take advantage of this new service, customers can contact Samsung Electronics Canada through live chat at www.samsung.com/ca/livechat, send an SMS to WE CARE (932 273), or call 1-800-SAMSUNG. This service is dedicated to mobile customers, including those with phones, tablets, and wearables.

For more information and support, visit www.samsung.com/ca/support.

*Source – Canada Post 2023 Annual Report – https://www.canadapost-postescanada.ca/cpc/doc/en/aboutus/financialreports/2023-annual-financial-report.pdf

With a longtime commitment to providing easy, convenient repair service for all home appliances, Samsung Canada is proud to share their home appliance repair service reaches 99 per cent of Canada’s population[1], helping even more Canadians get the most out of their appliances.

Samsung’s in home repair service helps Samsung users receive specialized repair service in a way that is best for them – no matter where they are in the country. For towns and cities with populations of over 50,000, that number reaches 100 per cent coverage. Canadians’ closest Service Centre can be found on Samsung’s website.

Convenient, easy repair from the palm of your hand

For fast, accurate repair service for home appliances, Canadians can also get an instant and contactless diagnosis from a Samsung expert with Samsung Visual Support. With Visual Support, Samsung’s team of specialists can visually examine your Samsung home appliance through a real-time consultation, directly through your phone or laptop camera. From there, the Samsung specialist will provide detailed repair instructions and next steps to help service your appliance even faster.

On-call experts ready to serve you

For timely repair service that fits into even the busiest of schedules, Samsung home appliance users can book online through 24/7 live chat support, on-call support from 9 a.m. – 9 p.m. ET Monday to Sunday, and a host of online resources dedicated to ensuring your product is at its best.

Depending on location, Canadians have the option to book a Samsung branded technician service experience for their home appliances. Samsung’s branded home technician experience provides professional repair services straight to Canadians’ doors. 95 per cent of repairs from Samsung’s branded home technicians are completed on the first visit, using 100 per cent genuine Samsung parts. All Samsung home appliances and TVs are eligible for the in-home branded service. Samsung’s branded technician service is currently available in Brampton, Mississauga, Toronto, Montreal, Edmonton, Calgary, Vancouver, Ottawa, London, Windsor, Barrie, Thornhill, Vaughan, and Whitby, with Winnipeg and Regina coming soon.

Flexible service wherever you choose to buy your home appliances

In addition to Samsung Canada’s owned service options, Samsung also provides support to prominent national, regional and independent digital appliance authorized retailers across Canada, so customers can enjoy easy and convenient repair service wherever they choose to buy their home appliance.

To learn more about how Samsung Canada is providing easy, convenient and flexible specialized repair services for Canadians, please visit Samsung’s website.

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[1] Samsung Service Centres reach 99 per cent of the population through access to a service centre within a 50 km radius of a town/city in Canada.

As some of Samsung Canada’s most innovative smartphones, the Samsung Galaxy Z Series has changed the way consumers interact with their devices, breaking conventions to deliver truly exceptional, connected experiences for Canadians.

With personalized, custom devices also comes personalized specialty service. Each Galaxy Z Flip and Galaxy Z Fold device comes with dedicated customer care services specifically designed to deliver premium service to valued customers. With this service, specially trained experts are available 24/7 via live chat, or by phone from 9 a.m. to 9 p.m. EST (1-888-970-FOLD), for personalized and exclusive support for your device.

“The specialty service offering is like a concierge for your mobile Galaxy device, bringing our dedicated customers personalized care from set-up to repair,” said Frank Martino, VP, Corporate Service, Samsung Canada. “At Samsung Canada, though our Premium Care Service, we aim to bring best-in-class support across all of our Galaxy Z Series devices, so our cutting-edge innovations can be experienced quickly and efficiently.”

Samsung Galaxy Z Series users can also enjoy in-person or online onboarding with a step-by-step guide by Samsung Galaxy experts, who will guide users through transferring data, tips for the new device, customization and more. Users can set up the onboarding by contacting the dedicated customer care service.

In addition, each Galaxy Z Series device comes with one-time warranty exception for its screen protector while within the manufacturer’s warranty period.

With Samsung Canada’s Door to Door pickup service, across the country, customers can enjoy convenient repair service with free device pick-up at their home – no matter if they are in- or out-of-warranty. Simply book your repair online through the premium Galaxy Z Series repair line and the qualifying device will be picked up from your location of choice. Enjoy a speedy repair turnaround of approximately three days – so customers can stay connected in no time.

To learn more about the Galaxy Z Series premier service, please visit Samsung Canada’s website.

Samsung Customer Service today announced Visual Support, a new feature for Samsung products that helps customers with a visual diagnosis of their product at their convenience. The service is currently available for Samsung Televisions and Digital Appliances.

Easy and intuitive to use, once a customer requests the Virtual Support service, a Samsung technical product expert will send a URL link via SMS message to the customer, which launches straight into the Visual Support permissions process – with no need for customers to download a separate application.

Once Visual Support permission has been granted, the supporting agent can analyze the product as seen directly through the customer’s camera. This enables the product expert to assess the situation visually, request more information from the customer, and guide them forward suggesting specific measures.

“With the launch of Visual Support, customers can now access a contactless diagnostic tool through one of Samsung’s expert agents without the hassle of handling technical details themselves,” said Frank Martino, Vice President, Corporate Service, Samsung Electronics Canada. “The in-depth analysis granted by Visual Support also means that agents can make a qualified judgments on whether or not a product needs an In-home repair, saving time and effort for the customer.”

Visual Support service also extends to sign language support as well. In partnership with Canadian Hearing Services, Visual Support features include both English and French support with American Sign Language and Langue des Signes Québécoise.

To access Visual Support or to speak with a Samsung customer service agent, visit www.samsung.com/ca/livechat, text WE CARE (932 273), or call 1 800 SAMSUNG (1 800 726 7864).

In 2022, Samsung Customer Service won the International Award for ‘Best Customer Experience in Crisis’ from the International Customer Experience Award for the company’s efforts to help Canadians stay connected with ‘Door to Door Repair Service’ and other service options available with 24/7 support online.  

Samsung is pleased to announce our Service Everywhere, Anytime offering.

“We believe in providing convenient, seamless and accessible service for all our customers. We are available 24/7 for you and we provide service to Samsung customers living in the busiest cities, as well as the remotest parts of the country” said Frank Martino, Vice President of Corporate Service at Samsung Electronics Canada.

Here is what we offer to our customers:

Nationwide Service – For mobile devices, there are over 200 authorized service centers (“ASCs”) that provide nationwide service coverage. For customers who do not have an ASC within a 30 minute drive, we offer a door-to-door pick up service. For TV/AV and appliances, we have an additional over 400 ASCs available at your convenience.

24/7 Self-Service Online Support – A one-stop destination for nearly all your Samsung product support is found at www.samsung.com/ca/support. Get you need to enjoy your Samsung products from on our website under the Solutions and Tips, Warranty Information, Product Registration, Download Manuals, and Service Centre Locator tabs.

24/7 Service available at your fingertips – Need help setting up your device or technical advice? We are here for you. Text WE CARE (932 273), or connect with us on our website’s live chat at your convenience. We will connect you with a tech expert who can help you diagnose your issue with remote support. You can also join Samsung Members, which allows you to engage with other Samsung customers, as well as tech experts from our support team. These services are all available 24/7 for easy, accessible customer support.

Request repair for your mobile device online – Login to your Samsung Account at www.samsung.com/ca/support/your-service and book your own walk-in or door-to-door repair.

Peace of mind – Samsung Extended Warranty plans are available for your Samsung television or home appliances. Plans start from $19.99. Visit www.samsung.com/ca/extendedwarranty to learn more.

Going the extra mile – Samsung is dedicated to providing prompt, accessible, and professional repair services. Our certified technicians ensure our customers receive high quality service and support, at their convenience. They will thoroughly test and calibrate your Samsung product, and will clean the product before and after the repair with sanitizing wipes.