While travelling in an autorickshaw on the way to the hospital, her phone slipped from the seat and fell under the vehicle when it hit a ditch. The device was still functioning, but the display had been damaged — making it difficult to access essential documents and digital payments she needed for her hospital visit.

With little time to spare before her 10 AM consultation, she arrived at the nearby Samsung service centre hoping for a quick solution.

Anooja explained the urgency of the situation — her medical appointment was just minutes away, and her phone held important health records and access to payment apps.

After carefully examining the device, the service team confirmed that the display needed replacement. While repairs usually take some time, the team reassured her that they would do their best to help her continue her day without added stress.

Anooja NV at the Samsung Service Centre in Calicut

Understanding the situation, the customer care officer suggested that she proceed to the hospital without worry, while the team worked on repairing the device.

To ensure she remained connected and comfortable during her visit, a temporary handset was arranged so she could stay reachable and access essential services.

Relieved, she left for her appointment, reassured that her device was in safe hands.

Back at the service centre, the engineer immediately began working on the phone. The display was replaced, and all key functions — including touch responsiveness, camera, network connectivity, fingerprint recognition and battery performance — were thoroughly tested to ensure everything was working perfectly.

Within 57 minutes, the device was ready.

As she completed her consultation, she received a call informing her that the phone had been repaired — just in time for her return.

Switching on the device, she found everything working smoothly again.

“You have saved my time,” she said. “This is truly satisfying service. Thank you for going beyond your duty.”

Before she left, the team presented her with a small potted plant — a simple gesture symbolising care and new beginnings.

Moved by the thoughtful experience, Anooja later shared her feedback.

“I am really impressed with the service centre. The staff behaviour and the ambience were very good. I had accidentally dropped my phone and felt choked up and confused. However, the service team treated me very well. Their support and professionalism were excellent. They even gave me a lovely gift, which made the experience even more special,” said Anooja.

A month since then, Anooja is a happy mother of a newborn, marking a beautiful chapter in her life.

Sometimes, meaningful experiences are shaped by small moments of understanding — a reassuring conversation, a timely solution, or a gesture that brings comfort when it is needed most.

Because in the end, care is not always about grand actions — often, it is about being present at the right moment.

Samsung care team gearing up to extend support in flood-affected Punjab

Samsung has launched its dedicated Disaster Relief & Care Program in Punjab to extend timely support to customers and communities affected by recent floods. The program has been carefully designed to provide essential household services in disaster-hit regions through care camps equipped with basic appliances and emergency kits.

Over the years, Samsung has risen to support communities during difficult times through various initiatives — from Valley of Hope in Srinagar (2014) to Care for Kerala (2018) and Care for Maharashtra (2019). These interventions have helped thousands of people access basic amenities, rebuild their lives, and find hope in challenging circumstances.

On-ground team setting up disaster relief & care camp to serve local communities

A Care Camp for Every Need

In Gurdaspur, Punjab, where recent floods have disrupted lives, Samsung has already begun receiving requests for assistance through its contact centers and service centers. People are continuously reaching the camp for support, and numbers are expected to rise as local announcements and communication spread across nearby villages.

Also Read in Hindi: सैमसंग इंडिया ने प्रभावित ग्राहकों की सहायता के लिए पंजाब में आपदा राहत एवं देखभाल कार्यक्रम शुरू किया

Most of the requests are related to water-submerged smartphones, washing machines, and refrigerators — vital appliances that families depend on every day. To ensure quick relief, Samsung has deployed its customer service teams to assist directly on-ground.

A customer receives assistance for his Galaxy device at the camp

To make people aware of these camps, posters have been placed by branch offices at authorized service centers, banners are live on Samsung Members, social media posts are being amplified organically, and local announcement vehicles have been deployed across affected villages in Punjab.

Apart from Punjab, to ensure readiness for other emergencies, Samsung has pre-positioned large tents and essential relief kits at four major locations — Delhi, Mumbai, Kolkata, and Chennai. These mobile care centers will be activated in disaster-affected regions to offer:

• Clothes washing facilities with Samsung Washing Machines
• Safe food storage and medicine cooling using Samsung Refrigerators
• Hot meals and instant food heating with Samsung Microwave Ovens
• Drinking water access with tanks, pumps, and generators to support continuous water supply

Each camp is also equipped with tables, chairs, drying racks, soaps, detergents, and safety kits including reflector vests, gloves, and caps to ensure a safe and hygienic environment for both customers and staff.

Flood-affected residents of Gurdaspur being supported with care and compassion

Caring Beyond the Call of Duty

In the aftermath of disasters, Samsung often experiences up to a 30% surge in service calls due to damaged appliances. Guided by field-level voice-of-customer (VOC) feedback, Samsung’s service teams promptly assess the situation and mobilize the Disaster Relief & Care Program to reach affected communities.

Disasters may break homes, but they do not break Samsung’s commitment to customers, partners, and the wider community.

People wait their turn to access essential services at the camp

Samsung’s Legacy of Care

From India to Nepal, and from Sri Lanka to Kashmir, Samsung’s relief efforts have been a part of its broader citizenship and care philosophy — ensuring that innovation is always in service of humanity.

As part of this legacy, the new Disaster Relief & Care Program strengthens Samsung’s commitment to being not just a technology leader, but also a trusted partner in times of need.

Samsung India’s relentless pursuit of customer delight isn’t just built on innovation. It thrives on the strength of its people. In a powerful display of that commitment, Skill Fest 2025, a national-level skill enhancement initiative, has emerged as a one-of-a-kind platform that empowers Samsung’s Service Engineers and Customer Care Officers to excel, evolve, and lead with purpose.

With over 3,500 nominations received from across the country, Skill Fest 2025 stands as a testament to the passion, capability, and diversity of Samsung’s frontline teams. From the hands that repair our devices to the voices that assure our customers, Skill Fest is designed to celebrate and elevate the very people who make Samsung India’s service experience seamless, responsive, and human.

More Than a Competition—A Journey of Growth

At its core, Skill Fest is more than a competition. It’s a nationwide learning journey that sharpens technical acumen, deepens customer understanding, and sparks creativity. Engineers and CCOs bring their best to the table not just in diagnostics and repair, but also in real-time customer handling, creative problem-solving, and process innovation.

Participants demonstrate their prowess through:

• Innovative Jig Ideas for service efficiency
• Short Reels and repair tips to share best practices
• Real-time customer interaction assessments
• Personality and grooming benchmarks that reflect professionalism
• Core knowledge of smart connectivity, system tools, and service processes

These touchpoints reflect Samsung’s people-first service DNA: skill, empathy, innovation, and ownership.

A Rigorous, Three-Level Platform

Skill Fest 2025 follows a robust three-tier structure that challenges and nurtures talent at every step:

• Level 1: MCQ-based Online Screening Test — Assessing theoretical knowledge of products, systems, and service basics.
• Level 2: Practical & Customer Handling Assessments — Evaluating hands-on repair skills, real-time problem-solving, and soft skills such as grooming and interaction.
• Level 3: Final Round of Regional Skill Fest at Samsung’s Service Academies — A high-stakes showcase of excellence, where top performers present their abilities to a panel of expert judges.

Every level is carefully weighted to ensure fairness and precision in evaluation, while bonus points are awarded for originality, creativity, and initiative, further reinforcing Samsung’s commitment to holistic talent development.

Samsung’s Service Engineers and Customer Care Officers at Skill fest 2025

Inspiring a Culture of Ownership and Excellence

Skill Fest is part of Samsung’s broader culture of care, where employees are trusted, respected, and enabled to grow. It aligns with the brand’s philosophy that a great service professional not only repairs a device, but also restores trust, comfort, and satisfaction.

By investing in such comprehensive platforms, Samsung India ensures that its people, from audio-visual and digital appliance experts to mobile care officers, are equipped with the tools, recognition, and motivation they need to thrive. And when they thrive, the ultimate winner is the consumer.

A Celebration of Passion, Innovation and Service

The final leg of Skill Fest 2025 will unfold at Samsung’s Regional Service Academies, where shortlisted stars will battle it out in a celebration of talent and resolve. Winners will be honored not just for their skill, but for the heart and hustle they bring to the job every day.

As India’s most loved technology brand, Samsung believes every service experience is a moment of truth—and Skill Fest 2025 proves that empowered employees create unforgettable ones.

Every year, the world observes World Environment Day with a shared resolve to protect our planet. At Samsung, we believe this day is more than a date on the calendar—it’s a call to action. One of the most urgent yet often overlooked environmental challenges of our time is electronic waste (e-waste).

Sustainability Begins with Awareness and Action

At Samsung, sustainability is not just a goal, but a responsibility. We are committed to raising awareness about the environmental impact of e-waste and empowering people with simple yet powerful actions that make a difference.

Through our Samsung Care for Clean India initiative, we are creating a circular ecosystem for responsible e-waste management. We collect discarded electronics and ensure they are disposed of through government-authorized recyclers—safely, ethically, and sustainably.

Repair, Don’t Replace: A Smart, Responsible Choice

This year, we are going one step further. We are not just asking people to recycle, but to rethink how we consume.

One simple yet impactful choice is opting for mobile screen repair instead of replacing the entire device. Our screen repair services are designed with sustainability at their core: they reduce the need for new raw materials, extend your device’s usage, and reduce the amount of e-waste generated.

See how screen repair is a responsible choice – Watch the video

When you choose to repair, you’re not just saving money—you’re reducing e-waste.

This World Environment Day, Be Part of the Solution

Every small action counts. Whether it’s repairing a cracked screen, recycling an old phone, or spreading the word—your choices matter.

Here’s a message from your old electronics – Watch the video

This World Environment Day, we invite you to join us in building a cleaner, more sustainable future. Let’s pledge to reduce e-waste, support responsible consumption, and care for the only planet we call home.

Together, we can turn awareness into action—and action into lasting impact.

Samsung, India’s largest consumer electronics brand, has launched its Home Appliances Remote Management (HRM) tool, a next-generation remote diagnosis and troubleshooting solution that significantly reduces service wait times and enhances customer experience.

By harnessing the power of AI-powered remote diagnostics and troubleshooting, Samsung technicians can now resolve issues faster, reducing the need for cumbersome in-home visits. This innovative technology not only enhances customer experience with rapid resolutions and reduced downtime but also sets a new benchmark for the industry, redefining the future of customer care and reimagining the relationship between consumers and their smart home appliances.

“Samsung Service is at the forefront of home appliance diagnostics, leveraging advanced tools to identify issues with pinpoint accuracy. Through its smart diagnostics service, customers can get proactive solutions by troubleshooting and resolving problems remotely, minimizing the need for a technician visit. This breakthrough significantly reduces wait times, ensures faster resolutions, and provides timely updates on product maintenance, ultimately enhancing the customer experience,” said Sunil Cutinha, VP, Customer Satisfaction, Samsung India.

HRM enables real-time issue resolution with remote counselling, monitoring, and control features for Samsung smart appliances registered on the SmartThings app. SmartThings is a customer-facing app, which works as an appliance operating tool and captures usage patterns. With this innovation, Samsung continues to lead the way in smart device management, making home appliance maintenance more efficient and hassle-free for consumers worldwide. When a customer contacts Samsung’s support team regarding an issue with their home appliance, the HRM system automatically detects the registered device’s model and serial number through Samsung’s CRM (Customer Relationship Management system). Upon activation, contact center advisors can remotely diagnose, monitor, and even control certain appliance functions post customer consent, providing immediate troubleshooting guidance.

How HRM Resolved an AC Cooling Issue

With summer arriving early in Chennai and temperature rising above 35⁰C, Rohan Luthra’s air conditioner was cooling less efficiently. Fortunately, since Rohan had the SmartThings app installed on his smartphone and the AC was already registered in the app, he received an error notification. Immediately, Rohan requested support through Home Care service in SmartThings and got connected to the contact center advisor. Upon consultation, the advisor diagnosed the issue through HRM’s remote diagnostics, and informed the customer that its microfilter required cleaning and provided a step-by-step guide to Rohan over the phone call, restoring the AC’s cooling efficiency within minutes without the need for an on-site visit.

This real-world example underscores how Samsung’s HRM tool is transforming customer support, making smart appliance maintenance more efficient, proactive, and hassle-free.

Samsung, India’s largest consumer electronics brand, is set to elevate its smartphone customer service experience with a comprehensive redesign of its service centres. This initiative aims to establish a seamless service-to-sales journey, reinforcing Samsung’s commitment to superior after-sales support with a strong focus on premium customer care.

Designed to deliver an integrated omni-channel experience, the remodelled service centres incorporate advanced digitalised processes to cater to evolving expectations of Samsung’s young and dynamic customer base. They not only boast a diverse product portfolio but also lead the way in technological innovation with advanced diagnostic tools that detect issues with pin-point accuracy.

The upgraded centres break away from traditional layouts, introducing plush, sofa-style seating equipped with inbuilt wireless charging stations to create a lounge-like ambience. Reimagined accessory walls showcase Samsung’s extensive range of wearables, while ultra-large digital screens feature the latest product innovations, offering visitors an immersive experience.

“Over the decades, we have expanded a robust network of service centres to support our existing customer base which is concurrent to the needs of our sales partners. As consumer expectations evolve every day, we wanted to transform these spaces by infusing youthful and efficient design elements to make them more appealing, while keeping traditional customer needs in mind. At the heart of this is Samsung’s commitment to providing a premium experience to its customers,” said Sunil Cutinha, VP, Customer Satisfaction, Samsung India.

To enhance customer interactions, dedicated kiosks will enable visitors to connect with product support specialists, explore new product launches, and stay updated on exclusive offers and discounts. An online appointment booking system will allow customers to schedule their visits in advance, ensuring a hassle-free experience with minimal wait times.

Samsung currently operates more than 3,000 service touch points across India including physical service centres, resident engineers and collection points. The roll-out of the service centre redesign will be implemented in phases across key cities, ensuring an elevated customer experience nationwide.

Samsung, India’s largest consumer electronics brand, has launched its Digital Service Center, a comprehensive platform that will provide consumers a personalized customer service experience related to their products.

Consumers can access the Digital Service Center by going to the support menu on https://www.samsung.com/in or directly logging on to www.samsungdigitalservicecenter.com

The Digital Service Center provides personalized support basis the needs of consumers once they log in to their Samsung account. This includes a simplified user navigation journey, quick access to category wise self-help content, category specific DIY videos, mobile app experience and model specific repair and spare part prices at one page.

Through the DIY videos, consumers will be able to find resolution to many issues related to their products such as how to use screen mirroring feature on your TV, how to connect Soundbar to the TV, how to install your Samsung semi-automatic washing machine, how to set up the Freestyle projector, or how to use auto restart feature in Samsung Galaxy smartphones.

Consumers can book appointments to get priority service at service centers, avail pick & drop service, locate a service center, get details of warranty policies, track repairs, get information about service costs, schedule callback requests through remote and visual support, and get software updates through the Digital Service Center.

“At Samsung, we have always believed in catering to the evolving needs of customers. The Digital Service Center is a step towards simplifying post-purchase services and providing personalized support to our consumers. We understand that to fully empower consumers, they need to be offered easy access to a digitalized ecosystem. The platform boasts easy navigation for consumers and provides them access to product specific DIY videos, helping them resolve their queries with ease,” said Mr. Sunil Cutinha, Vice President, Customer Service, Samsung India.

The Digital Service Center can also be used to access several additional digital service options that Samsung offers to its customers, helping them resolve their issues without stepping out of their homes. Customers can opt for WhatsApp Support, Remote Support, technical assistance through the call center or access do-it-yourself videos on the Samsung Website and on YouTube.

Watch the video to know more:

Samsung also operates a ‘Smart Touch Call’ service that reduces wait time for customers when they call Samsung’s Customer Care to resolve their queries. Customers have the option to switch to a synchronized voice and screen interface instead of a traditional call center experience. Smart Touch Call is an intuitive service experience that captures the caller’s needs and enables them to interact with the system.

Vaccination of nearly 20,000 customer service engineers and staff at Samsung India has begun in the right earnest, with the Company focusing on employee safety, especially those on the frontline, as well as the safety of consumers who may need assistance with their favorite Samsung products including their Galaxy phones, TVs and digital appliances.

Several steps have been adopted by the Company to boost customer confidence. This includes online appointment booking for consumers, pick and drop service for mobiles and tablets as well as technical support on WhatsApp.

At the service centers, apart from all hygiene measures being taken at the entry points – temperature checks and hand sanitization – service counters have been equipped with sneeze guards and queue management is in place allowing only limited customers in at one time. In addition, the service team will sterilize the handset using the Samsung UV Sterilizer before handing it back to the customer.

Samsung Service engineers attend to consumers at service centres and also visit their homes to attend to service calls.

“There is nothing more important to us than the safety of our consumers and partners. Our service engineers are being vaccinated across the country and we have also launched a slew of initiatives to ensure consumers can avail services as per their convenience. Consumers can also utilize our bouquet of digital service offerings to get their queries resolved,” said Sunil Cutinha, Vice President, Customer Service, Samsung India.

Customers who want to visit any of Samsung’s service centres to get their smartphones and tablets repaired can book their appointments online on www.samsung-appointment.com or through the Samsung MyGalaxy App and the Samsung Members App, for a preferred day, time and location.

Samsung has expanded its contactless service offerings in the country recently with a pick-up and drop service for mobile devices across 46 cities to ensure consumers do not have to step out of the safety and comfort of their homes to get their devices serviced. Consumers visiting Samsung service centers can also opt for drop-only service to get their mobile devices delivered to their home post repair.

Personnel involved in the pick-up and drop of the devices from the homes of consumers will follow all safety protocols. The pick-up and drop and drop only service for mobile device repair can be availed at a nominal convenience fee of INR 199 & INR 99, respectively. Consumers can pay for the service through several digital payment options.

Samsung offers several contactless service options to its consumers, helping them resolve their issues without stepping out of their homes. Consumers can opt for WhatsApp, Remote Support, Live Chat, technical assistance through the call center or access do-it-yourself videos on the Samsung Website and on YouTube.