With Maintenance Mode, Samsung ensures that customers never have to worry about their data security when visiting a service centre. The feature creates a secure environment on Galaxy devices that restricts access to personal information during repairs, allowing technicians to test the device without seeing or accessing user data.

A Secure Environment for Repairs

Maintenance Mode temporarily isolates personal data on the device, ensuring that sensitive information — such as photos, messages, contacts and files — remains completely hidden while the phone is being serviced.

Once the device is placed in Maintenance Mode, technicians can only access essential system functions needed to diagnose and repair the device. Personal apps, accounts and data remain locked and invisible.

When the repair is complete, users can simply exit Maintenance Mode and their device returns to normal — with all their data exactly as it was.

Designed for Privacy in a Data-Sensitive World

At a time when digital privacy concerns are growing worldwide, Samsung continues to place customer trust and security at the heart of its innovation.

Maintenance Mode is part of Samsung’s broader effort to build privacy-first experiences across its Galaxy ecosystem, ensuring that users feel confident and in control of their data at every stage of the device lifecycle — even during repairs.

By enabling this feature, Samsung empowers customers to take charge of their personal information without compromising on service convenience.

Creating Awareness Across India

To ensure more customers are aware of this feature, Samsung is also rolling out dedicated awareness initiatives across service centres in India.

Desk standees and wobblers are being deployed across service centres nationwide, helping walk-in customers learn how Maintenance Mode works and why it matters.

These in-store touchpoints guide customers on how to activate the feature before submitting their devices for repair, making privacy protection simple and accessible.

How to Enable Maintenance Mode

Activating Maintenance Mode on a Galaxy device is quick and easy:

Go to Settings
Tap Battery and device care
Select Maintenance Mode
Tap Turn On and restart the device

Once activated, the device restarts in Maintenance Mode, ensuring personal data remains secure throughout the repair process.

Putting Customers First

For Samsung, protecting customer data is not just a feature — it is a responsibility. With innovations like Maintenance Mode and continued awareness efforts across its service network, Samsung aims to make device servicing safer, more transparent and more reassuring for customers.

Because when it comes to your Galaxy device, your data should always remain yours.

Watch this video to learn how to enable Maintenance Mode.

To support our valuable customers, Samsung has launched Care for Chennai 2023 campaign.  With this campaign, we extend our support to Samsung customers whose products may have been affected by the floods in these regions.

Samsung is providing free service campaign in select service centers of Chennai region (t&c apply). Calls from consumers will be registered till 20th December, 2023.

Discount and details are below –

The pick-up and drop service for mobile devices has been kicked-off in 46 cities – Delhi, Gurgaon, Mumbai, Kolkata, Chennai, Pune, Bangalore, Ahmedabad, Ghaziabad, Faridabad, Noida, Chandigarh, Ludhiana, Jalandhar, Jaipur, Udaipur, Jodhpur, Agra, Lucknow, Varansi, Dehradun, Guwahati, Bhubaneswar, Patna, Durgapur, Ranchi, Thane, Aurangabad, Kolhapur, Nagpur, Surat, Vadodara, Bhopal, Indore, Raipur, Rajkot, Jabalpur, Coimbatore, Madurai, Kochi, Calicut, Tirupati, Hubli, Hyderabad, Vijayawada and Vishakapatnam – for non-containment zones falling within municipal limits and with adherence to curfew rules.

Customers can register for service of their Galaxy A, Galaxy M, Galaxy S, Galaxy F, Galaxy Note and Galaxy Fold series smartphones as well as tablets. 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.

“At Samsung, consumer well-being is top priority and we are committed to take every step to provide convenience to them and their families. The new pick-up and drop & drop only service will allow consumers to get their mobile devices serviced without stepping out of their homes, especially in the current situation. We are confident our wide service network and many contactless service options will help deepen our consumer connect while providing greater convenience. We are hopeful consumers will utilize the pick-up and drop service while they stay home and stay safe,” said Sunil Cutinha, Vice President, Customer Service, Samsung India.

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.

Contactless Service Offerings

• WhatsApp Support: Consumers can send a simple message on Samsung’s WhatsApp support number 1800-5-SAMSUNG (1800-5-7267864) to register for the service. On WhatsApp, they can seek technical support, get information about service centre locations, status of a repair, new offers and also request for demo and installation of Samsung products they have just bought. This service is available 24×7.

• Remote Support: Samsung call center agents can work on a consumer’s Galaxy smartphone or Smart TV remotely through the internet and diagnose the issue online to provide instant resolution.

• Live Chat: Consumers can reach out to Samsung instantly on its website www.samsung.com/in/support wherein trained agents and an Artificial Intelligence (AI) based Chat Bot provide instant and accurate information for any queries 24×7, without any wait time.

• Technical Assistance Through Call Center: Expert call center executives offer technical support over call. Consumers follow the technical advice given to them to resolve issues.

• Video Tips on Samsung Website & YouTube: Consumers can find useful product care tips and do-it-yourself videos on the Samsung website and on YouTube that provide solutions to common problems.

• Samsung Members App: ‘Samsung Members’ has over ten million users and provides consumers the option of live chat, placing service requests, tracking repair progress, remote support and phone diagnostics. Consumers can engage with other Samsung fans on the ‘community’ section too for self-help and product feature understanding.

The health and well-being of our customers, partners and employees is important to us. With the Indian Government’s mandate to observe complete lockdown, we have shut operations across our service centres and customer call centres.

Safety and precaution are the biggest priorities in testing times.

In these trying times, our commitment to serving you remains intact. We are full of hope that our Service Vans will soon be back in action, covering the rewarding and diverse terrain of India and reaching our customers.

Until then, please feel free to reach out to us online:

To chat with us: https://bit.ly/2wPfyRl

To e-mail us: https://www.samsung.com/in/support/email/

To track your repair: https://www.samsung.com/in/support/your-service/track-repair/

We urge you all to stay home and stay safe

To mitigate this problem for consumers, Samsung Electronics has this year for the first time introduced a Visual Support service as part of its Global Contact Center offering.

Just One Click for Comprehensive Visual Support

The Samsung Global Contact Center’s Visual Support service is a more personalized form of customer support wherein a consultant is able to provide advice based on actual visuals of the affected product provided by the user.

Easy and intuitive to use, once it has been requested by the customer or consultant, the consultant will then send a URL link via SMS message to the customer which launches straight into the Visual Support permissions process – there is no need for customers to download a separate application.

Many customers have already expressed their satisfaction with this innovative service; in a customer satisfaction survey conducted in countries where Visual Support is available, the average score was 93.4, up from the call-only service satisfaction score of 88.7.

Customer feedback so far has reflected the satisfaction score shift; an Australian customer who used the service to fix washing machine drainage noted; “I did not have to reach out to Samsung a second time via email to send the pictures needed, as the consultant just used a photo taken while on the call using Visual Support. It was very convenient.” Another customer in the Philippines explained why they had rated the service 5 stars; “It’s great that Samsung is coming up with new ways to assist their customers, especially for ones like me who are not particularly ‘tech-y’ and don’t really know anything about non-conventional washing machines.”

Once the customer has granted Visual Support secure permission, the consultant on the other end of the line is then able to analyze a product as seen directly through the customer’s camera. This enables the consultant to more accurately assess the situation, request more information from the customer and guide them forward with specific measures.

Useful Functionalities for Effective Customer Care

Samsung’s Visual Support service includes several useful functions for efficient and effective consultation. Both the consultant and the customer can use a mouse or a finger to annotate their device’s screen, meaning that both parties can indicate to the other the specific area of the product they are referring to. Furthermore, prior to Visual Support, the process of conveying a product’s model name or serial number – often complex in themselves – had to be manually done by the customer, but with Visual Support this process is an easy and automatic one thanks to the scan function of the service.

Not only does Visual Support allow customers and consultants to simultaneously speak via telephone and stream images, but if the product’s lighting environment is not good, the consultant can also remotely turn on the customer’s phone flashlight in order to better assess the situation. The images captured by Visual Support during a consultation can also come in useful further down the product repair process.

Thanks to the improved troubleshooting of Visual Support, customers can easily and accurately receive a diagnosis from one of Samsung’s consultants without having to struggle with technical and complex product details themselves. The in-depth analysis granted by Visual Support also means that consultants can make qualified judgements on whether or not a product actually needs to be sent for repair, saving time and effort for the customer.

Convenient, Accurate and Efficient Customer Service

Not only have customers noted their satisfaction with the service, but also Samsung’s consultants and repair engineers. One consultant noted that upon consulting for a TV product with abnormal color issues, “the customer’s inquiry was much easier to understand when looking at the screen together compared to just having the issue explained over the phone. For counseling purposes, it makes much more sense to actually see a sound bar or monitor terminal.” Similarly, Samsung’s repair engineers have found themselves conducting home visits only when actually necessary and can enter repair situations with a much more detailed understanding of a product and any issues.

With the introduction of the Visual Support service, consultants can now directly assess a product’s environment as well as its appearance, something that previously could not be verified in generalized phone counseling. As a result, the accuracy of diagnoses on home appliance products – which often experience non-defect-related issues – has significantly improved.

Visual Support is currently operating in 12 countries including Korea, the USA, the UK, India, Singapore, Australia, Thailand, Vietnam, the Philippines, Malaysia, Indonesia and New Zealand. Following the favorable response from customers and consultants alike, Samsung plans to launch the service globally by the end of the year, as well as to grow the supported product lineup to include medical device products and others in the near future.

Samsung India’s popular television and digital campaign showcasing its initiative of taking customer service to the doorsteps of consumers in India’s hinterlands has won the YouTube Ads Leaderboard Award for being the most watched video on YouTube globally in 2017.

The four-minute long film #SamsungService that was conceptualized by Cheil India has got over 200 million views. It was launched on December 30, 2016 and quickly went on to cross 100 million views on YouTube in just seven weeks of its launch.

“We are extremely delighted that Samsung India Service video has won the YouTube ads Global Leaderboard Award for 2017. The YouTube ads leaderboard, in which our video is global No. 1, showcases the most engaging ads that people watch on YouTube. This is a testimony of consumer love and trust in brand Samsung. Through the customer service vans, we have brought world class service to the doors of Samsung consumers in each and every corner of India,” said Mr. Ranjivjit Singh, Chief Marketing Officer, Samsung India.

The Samsung India service campaign ‘We’ll Take Care of You, Wherever You Are’  showcases the journey of a young Samsung engineer on his way to provide services in a remote village in India, highlighting Samsung’s vision of creating long-lasting relationships with its consumers through timely service.

In October last year, Samsung, India’s most trusted brand in the mobile and consumer durables categories, strengthened its commitment to provide quality customer service in both urban and rural India by augmenting its service network with 535 service vans. With this, Samsung India’s service network has grown to over 3,000 from 2,000 service points earlier, extending its reach to customers in over 6,000 talukas across the country. Samsung now has the largest service network in the mobile and consumer durables categories in India.

The service vans are equipped with multi-skilled engineers, key components, a generator set and key jigs/ fixtures for providing quick response and on-the-spot resolution.

Since launch, Samsung service vans have clocked over 20 million kilometers across the length and breadth of the country. With these vans, Samsung has been able to significantly reduce the time taken to attend to customer complaints and calls.

The popular television and digital campaign showcasing Samsung India’s initiative of taking customer service to the doorsteps of consumers in the hinterlands of India using its Customer Service Vans won the Special International Advertisement Award—the IAA President Award—at the prestigious Korea Advertising Awards.

Samsung India’s flagship CSR program, Samsung Technical School, won an award from the Minister of Trade, industry & Energy in the Korea CSR Film Festival, which is hosted by Korea Social Responsibility Institute (KOSRI).

Both these campaigns have been much appreciated in India and across the world.

Samsung India’s service campaign ‘We’ll Take Care of You, Wherever You Are’ showcases the journey of a young Samsung engineer on his way to provide services in a remote village in India, highlighting Samsung’s vision of creating long-lasting relationships with its consumers through timely service.

In February this year, the Samsung Service campaign film became the fastest among advertising videos on YouTube in India to cross 100 million views. It was also the highest-viewed advertising video in the Consumer Electronics and Smartphones category worldwide and the highest-viewed advertising video on YouTube across all categories in India. This is a testimony of consumer love and trust in brand Samsung.

In October 2016, Samsung , India’s most trusted brand in the mobile and consumer durables categories, strengthened its commitment to provide quality customer service in both urban and rural India by augmenting its service network with 535 service vans.

With this, Samsung India’s service network has grown to over 3,000 from 2,000 service points earlier, extending its reach to customers in over 6,000 talukas across the country. Samsung now has the largest service network in the mobile and consumer durables categories in India. These vans have travelled over 1 million kilometres across the country so far and have helped in bringing down the overall time taken for attending customer complaints in rural areas significantly.

The Samsung Technical School campaign (#SapneHueBade), on the other hand, went on to be viewed by over 80 million, over 24 million of them women, the highest for any advertising video on YouTube in India.

The digital campaign film, aimed at highlighting women empowerment, is based on the real life of Seema Nagar, a young girl from a small village near Jaipur, who defied odds to become a Samsung technician. She has now become a household name. The film depicts her trials and tribulations before she entered Samsung Technical School. Following her training at Samsung Technical School, Jaipur, Ms. Nagar took up a job at Samsung Service Center in the same city.

She recently got a government job with the same institute she got her technical education from and is now busy teaching students, inspiring them to dream big.

Samsung Technical School initiative was started in 2013 in collaboration with the Ministry of Micro, Small and Medium Enterprises (MSME) and Departments of Technical Education in different states such as Rajasthan, Kerala, Bihar, Delhi and West Bengal. Today, 22 Samsung Technical School have so far trained over 2,000 youth and made them job-ready across different technical trades.  Through this initiative, Samsung aims to support the government’s vision to make India a global manufacturing hub by addressing the need for talented manpower with practical know-how and relevant industry experience.

In its recent campaigns, Samsung has been connecting with consumers through the warmth of the brand. It has launched several heart-warming campaigns such as the Samsung Smart Class campaign, the Samsung Technical School campaign, the Customer Service Vans campaign as well as the recent Samsung Safe India campaign that encourages people to use their mobile phones responsibly.