The premium Edappally centre moves beyond conventional layouts to offer a modern, lounge-style environment tailored for today’s connected consumers

Samsung, India’s largest consumer electronics brand, today announced the launch of its 40th dedicated smartphone service centre in Kerala, marking a significant milestone in its continued investment in the state and further strengthening one of the country’s largest service networks for mobile devices.

Strategically located in Edappally, Ernakulam, near the high-footfall Lulu Mall corridor, the new premium facility underscores Samsung’s focus on delivering fast, transparent and high-quality after-sales support for Galaxy smartphone users. The launch of the 40th service centre takes the total number of Samsung service points for smartphones in Kerala to 50, which includes 10 dedicated service sections in Samsung Experience Stores across the state.

With over 3,000 authorised service points nationwide, Samsung operates one of India’s most extensive service networks in the consumer electronics segment — ensuring its connected device and appliance ecosystem is consistently backed by dependable and accessible support infrastructure across both urban and emerging markets.

A Premium Service Experience for a Digital-First Generation

Designed as a next-generation smartphone service hub, the premium Edappally centre moves beyond conventional layouts to offer a modern, lounge-style environment tailored for today’s connected consumers — particularly Gen Z and young professionals who expect speed, convenience and seamless digital integration.

Customers are welcomed into plush seating areas equipped with built-in wireless charging stations, while large-format digital displays showcase the latest Galaxy ecosystem innovations. Dedicated interaction kiosks provide personalised product assistance and hands-on exploration of new smartphone launches, transforming what was once a routine repair visit into a more engaging brand experience. Integrated online appointment booking further enhances efficiency, enabling customers to schedule visits in advance and significantly reduce waiting times.

Powered by Advanced Diagnostics, Built for Speed

The facility is equipped with advanced diagnostic systems that enable precise issue detection and faster turnaround times for smartphones. Omni-channel integration connects service records, warranty details and customer history across platforms, ensuring transparency and continuity at every touchpoint.

Designed to manage a high daily volume of walk-ins and scheduled appointments, the centre balances operational scale with personalised attention — a critical differentiator in a premium, tech-savvy market such as Kerala.

Strengthening Trust Through Long-Term Investment

The launch of the 40th smartphone service centre reflects Samsung’s continued investment in infrastructure, technician training and digital integration in Kerala — reinforcing the company’s long-term commitment to the region.

Speaking on the milestone, Sunil Cutinha, VP, Customer Satisfaction, Samsung India, said: “Kerala remains one of our most engaged and quality-conscious markets. The opening of our 40th smartphone service centre in the state reflects the deep trust customers place in Samsung and our commitment to delivering service excellence at scale. As smartphones become more intelligent and interconnected within the Galaxy ecosystem, service must evolve alongside technology. By investing in advanced diagnostics, digital systems and premium infrastructure, we are ensuring faster resolutions, greater transparency and a superior experience for every Samsung customer.”

With this milestone, Samsung further strengthens its presence in Kerala — reaffirming that its premium smartphone innovation is supported by industry-leading service capability and a future-ready network built for long-term growth.

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

In a bid to bring its world-class service to the doorsteps of lakhs of rural and semi-urban customers, Samsung India, the country’s biggest and most trusted consumer electronics company, flagged off the first batch of Service Vans for Maharashtra.

In the first phase of this initiative, 10 Service Vans were flagged off in the city by Mr. Anurag Prashar, Vice President, Customer Satisfaction in the presence of key dealers and distributors. These vans will connect 248 Talukas across the state. Each van, equipped with DG set and key fixtures, has a multi-skilled engineer for providing quick response and on-spot resolution of complaints. This unique customer service initiative for consumers across India was launched earlier this year and will see a total of 535 Service Vans connecting 6,000 Talukas.

(Click to watch Samsung Service Van video)

Speaking on the occasion, Mr. Anurag Prashar, Vice President, Samsung India Electronics said, “At Samsung it is our constant endeavour to provide the best customer service to our consumers. With this initiative our customers in rural India will enjoy the same level of speedy and high quality services as urban customers. We are committed to provide the very best of customer service for our customers across the state, especially in rural areas”.

These vans will not only help in faster adoption of technology among rural customers, but will also provide skills and employment in areas that need them most. To complement the service vans, over 250 service points and over 250 resident engineers have also been added nationally.

These resident engineers will be located in remote areas and help reach out to Samsung’s consumers in their local areas. The new initiative takes Samsung’s tally of touch points to over 3,000, helping Samsung extend its lead as the country’s largest service network in the industry.

These vans will help Samsung deliver its world class service ‘Anytime, Everywhere’. Consumers can access the service vans by dialing 1800-40-SAMSUNG (1800-40-7267864).

These vans will not only help in faster adoption of technology among rural customers, but will also provide skills and employment in areas that need them most.

Link to Samsung Service Van video

The Press Release can be downloaded by clicking on the link below.