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

With India’s largest service network of over 3,300 service points including 535 customer service vans that go to all corners of the country, Samsung will ensure that consumers in major cities who buy premium products this festive season like Samsung TVs (55 inch and above), 300 liter and above Samsung refrigerators, front load washing machines and five-star inverter and Wind Free ACs, will get installation within four hours of delivery.

This festive season, Samsung has announced a wide range of exclusive deals, offers and assured gifts across its large product portfolio, valid till October 31, 2019. Through these offers, Samsung aims to make aspirational products more accessible for consumers.

“This festive season, we aim to extend best-in-class service to all our consumers with our 3,300 customer service points, including 535 customer service vans. Festive season in India is a time when people shop to upgrade their lifestyle. Our diverse product portfolio has something for everybody. Our new service offering, Live Chat along with Remote Support are part of our strategy to deepen our consumer connect and further our brand love. We wish everyone a very happy and prosperous festive season,” said Sunil Cutinha, Vice President, Customer Service, Samsung India.

Samsung’s service centers have over 10,000 specialist engineers trained at Samsung’s in-house training academies. To support the needs of its consumers, Samsung has 24×7 premium call centers that extend help in nine languages. Consumers can also seek priority services by simply booking an appointment online and schedule a visit to their nearest service center at a convenient day and time.

In addition, Samsung’s 535 customer service vans travel to every corner of the country, making Samsung’s service network the largest in this industry in India and strengthening its commitment to provide quality customer service in both urban and rural 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.

In an industry first initiative, Samsung provides interactive repair facilities for our mobile phone at all service centers across India. Mobile is repaired in front of customer leading to transparency in repair process. Further, to ensure customer satisfaction, Samsung uses its cutting-edge technology to connect and resolve their issues. Some of them are:

• Remote Support – This is provided to all Samsung smartphone and Smart TV users. A Samsung call center agent can work on a customer’s smart phone or smart TV remotely through the internet and diagnose the issue online to provide instant resolution.

• Live Chat – Customers 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 provides instant and accurate information for any queries 24*7, without any wait time.

• Video Tips on Samsung Website & YouTube – In this age of social media, it’s an advantage to provide solution to common problems and issues through tutorial videos and product care tips via platforms such as YouTube. Consumers can find amazing tips and do-it-yourself videos on YouTube that can help them resolve their issues. These learning videos allow concepts and ideas to actually become a recall experience.

As part of these efforts, Samsung also has a comprehensive app called ‘Samsung Members’ which provides customers with the option of live chat, placing service requests, tracking repair progress, remote support and phone diagnostics. Customers can engage with other Samsung fans on the ‘community’ section too.

Conceptualised by Cheil WW India, the four-minute long film #SamsungService was launched on December 30, 2016 and quickly went on to cross 100 million views on YouTube in just seven weeks of its launch.

The heartwarming film is 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.

“We are extremely delighted that Samsung India Service video has ranked No. 1 in the YouTube 2017 Ads Leaderboard. The leaderboard 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’ (https://www.youtube.com/watch?v=779KwjAYTeQ) 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.

“150 million views. Put differently, one in seven Indians has seen the film. That’s the power of a story told with heart. No wonder it has found love not just in jury rooms but on the street as well. It’s a matter of great joy for us that one of the most loved brands of India has managed this first for the country,” said Tarvinderjit Singh, Executive Creative Director, Cheil.

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 16 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.

To Read the story in Hindi, Click Here- https://news.samsung.com/bharat/samsung-customer-service-campaign-is-the-most-watched-video-globally-on-youtube-in-2017

It’s a campaign that has touched a 100 million hearts. Literally!

Samsung India’s Customer Service campaign has entered the record books, after getting over 100 million hits on social networking site YouTube, in just seven weeks of its launch.

The #SamsungService campaign film – ‘We’ll Take Care of You, Wherever You Are’ – showcases Samsung’s initiative of taking customer service to the doorsteps of consumers in the hinterlands of the country.

It went viral when it was launched on December 30, 2016, getting nearly 20 million hits on YouTube in the first week itself. Now, nearly a month and a half later, the film has become 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.

The film is also the fastest among advertising videos on YouTube in India to cross 100 million views and has so far garnered nearly 225,000 consumer engagements on various social media platforms.

“The service campaign video crossing 100 million views on YouTube is a testimony of consumer love and trust in brand Samsung,” said Mr. Ranjivjit Singh, Chief Marketing Officer, Samsung India.

Samsung India’s film has been lauded as “unconventional”, considering the company refrained from talking about its products in the campaign. Instead, the storyline depicts the emotional story of a Samsung Service Van Engineer, who goes out of his way to provide service in a remote village in India, highlighting Samsung’s vision of creating long-lasting relationship with its consumers through timely service.

The four-minute-long film, conceptualized by Cheil India, has won praise from international audience too.

“#SamsungService film has had a great emotional impact around the world. We are thankful to Samsung for giving us the opportunity to touch people’s hearts with this film,” said Mr. Sagar Mahabaleshwar, Chief Creative Officer, Cheil India.

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

With this, Samsung India’s service network has risen 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 mobile and consumer durables industries in India.

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

Since its launch, Samsung service vans have clocked over 1 million kilometers across the length and breadth of the country.

Samsung India’s new digital campaign, showcasing the company’s promise of doorstep customer service in the hinterlands, has gone viral within days of its launch. The campaign film #SamsungCares, launched on December 30, 2016, has been viewed nearly 20 million times on YouTube till January 6, 2017.

Dubbed “Wherever you are, we’ll take care of you,” the film showcases Samsung’s effort to take its customer service to an all-new level.

Bollywood singer Mohit Chauhan lent his soothing voice to the film, which follows the journey of a young Samsung engineer. The 4-minute film shows how Samsung’s engineers go to the remotest locations of India to service their customers.

The film shows how Samsung’s engineers are helping create a long-lasting relationship between consumers and the brand. It beautifully captures the very essence of the brand.

The campaign film follows the launch of Samsung India’s unique customer service initiative in October 2016. The pioneering move, which set a new benchmark for customer service in India, involved the launch of 535 brand new service vans that are now on the roads to reach consumers quickly and resolve their problems in the first visit only.

The new service is helping bring Samsung’s world-class service to the doorsteps of lakhs of rural and semi-urban customers in the country.

Samsung’s ramped-up service network now consists of over 3,000 service points, helping its engineers reach out to customers in over 6,000 talukas across 29 states and 7 union territories. Samsung has the largest service network in this industry in India.

The Press Release on Samsung’s new Customer Service Campaign can be downloaded by clicking on the link below.