The partnership saw the launch of a state-of-the-art customer centre, which began operations on 01 February 2025. Designed specifically for resellers, the facility focuses on serving the top 300 ICT suppliers (small businesses) and 100 retail independent companies, offering a range of products including home appliances, televisions, and monitors. The customer centre acts as a key resource for B2B clients, driving increased access to Samsung’s offerings and fostering deeper, more impactful relationships with its reseller network.

“We’re excited to partner with Concentrix on this new venture, which will give B2B clients in South Africa the opportunity to directly engage with our products and services in a focused, tailored environment,” said Mike van Lier, Vice President of Consumer Electronics at Samsung South Africa. “This partnership not only allows us to expand our reach within the reseller community but also reinforces our commitment to providing top-notch, innovative solutions to businesses across the region.”

Concentrix, renowned for delivering technology-driven, intelligence-fuelled business solutions, will play a critical role in managing operations at the centre. With a proven track record in driving success for global brands, Concentrix is well-positioned to ensure a seamless experience for Samsung’s B2B resellers.

“We are thrilled to work with Samsung on this dynamic initiative. By providing resellers with greater access to Samsung’s products and solutions, we’re helping to create a more streamlined and efficient process for the B2B sector. This partnership will not only enhance the reseller experience but also foster long-lasting relationships that will benefit all stakeholders involved,” said Brandon Aitken at Concentrix.

The customer centre’s focus on resellers ensures that Samsung can offer specialised support and identify potential issues early in the process, guaranteeing a smooth and responsive experience. This strategic partnership is expected to significantly enhance Samsung’s ability to provide consistent, ongoing support to its B2B clients and further expand its footprint in the market.

The opening of the B2B customer centre marks another milestone in Samsung’s long-standing commitment to innovation, client-centric solutions, and strengthening partnerships across various business sectors. For more information, contact adminsam@concentrix.com.

For more information on Samsung products, visit https://www.samsung.com/za/business/ 

The new store will feature a comprehensive range of Samsung products, including the newest smartphones, tablets, wearables, home appliances, aircons, TVs and monitors. With a modern and engaging design, the store aims to provide customers with an interactive and hands-on experience with Samsung’s advanced technology.

The new store is set to bring the full customer journey with the extensive range of Samsung product offerings. From audio-visual, cooking, and cleaning to other home appliances, customers will be able to get their hands on all the new technology the company has to offer. The recently launched Bespoke AI home appliances including fridges, washing machines, dishwashers, and microwave ovens will be available to help customers do less and live more as they elevate the way they stay entertained and do ordinary household chores, among other

Home entertainment will transform to bring consumers the ultimate viewing experience thanks to an array of ground-breaking AI televisions such as the Neo QLED 8K, OLED, The Serif, and The Frame, as well as gaming monitors like the highly impressive Odyssey.

Customers looking to upgrade their mobile experience will have to look no further as the store will bring the latest smartphones from the accessible Galaxy A series to the AI-powered flagships, the Galaxy S24 series and Galaxy Z Fold6 and Z Flip6 foldables. As the best that Galaxy has to offer, these devices take productivity, creativity, and entertainment to a whole new level with their most advanced AI features.

With Spring ushering in the warm and hot temperatures, customers need not worry as they can visit the store to get their hands on the new WindFree^TM air-conditioner range to make their homes cool and comfortable.

The store’s operating hours are 09h00 – 19h00 Monday to Saturday, and 09h00 – 17h00 on Sundays and public holidays. With its friendly and highly-trained staff always ready and willing to assist customers with their insights on the latest Samsung innovations and great deals, the new Samsung store at Cresta Mall is expected to be a hive of activity.

Samsung South Africa is proud to announce the grand opening of the Samsung Store in Cavendish Shopping Centre a new retail destination that redefines the shopping experience through innovation, design, and customer engagement. Nestled in the Southern Suburbs, Samsung Store in Cavendish officially opens on 30 August 2024 and offers an unparalleled opportunity for consumers to explore and interact with the latest in Samsung technology.

The Samsung Store in Cavendish is more than just a retail space; it is a carefully curated environment designed to offer the newest and latest product range. It is where consumers can easily access Samsung’s wide array of products, solutions, services, and experiences — all under one roof. With its proximity, simplicity, and convenience, the store fulfils the immediate needs of its customers, while also deepening their relationship with the Samsung brand.

Oscar Makola, Chief Marketing Officer at Samsung South Africa, elaborated on the store’s significance, stating, “The Samsung Store in Cavendish features a more pronounced signature look and feel through its cutting-edge design and the easily recognisable Samsung DNA that inspires confidence and projects the company’s innovative spirit and commitment to technological advancement. This store is not just about selling products; it’s about creating a space where customers can truly engage with the Samsung brand. We are providing a convenient destination where shoppers have easy access to Samsung products, solutions, services, and experiences that enhance their everyday lives. With this new look, the store will not only offer loyal customers the most unique and immersive shopping experiences yet, but it will also help new Cape Town consumers discover the beauty of Samsung’s technologically advanced innovations.”

The store’s environment is meticulously crafted to deliver customer engagement and entertainment, strengthening Samsung’s position as an innovative, lifestyle brand. It serves as a hub where clear and effective communication builds customer discovery and understanding of Samsung’s products and features. From software upgrades and data transfers to hardware repairs, the store’s efficient and effective customer services extend and deepen customer relationships.

At the Samsung Store in Cavendish, every aspect of the customer journey has been considered. Visitors can get hands-on with multiple Samsung products, including the new era of Samsung AI TVs, such as the Neo QLED 8K, OLED, and Frame TV technologies. The store also features the newly launched Music Frame smart speaker, which combines multi-dimensional surround sound with an innovative photo frame design, allowing customers to showcase their favourite memories.

The store’s product selection is equally impressive, featuring the eye-catching Bespoke AI range of home appliances, including fridges, washing machines, dishwashers, and microwave ovens. These AI-driven and connected solutions offer consumers more free time and greater energy savings. The Bespoke AI range introduces a new era of customizable home appliances, enabling customers to tailor their kitchen configurations by material, colour, and module to match their lifestyles and interior design concepts.

For smartphone enthusiasts, the Samsung Store in Cavendish offers the latest Galaxy S24 Series, including the ground-breaking Galaxy Z Fold6 and Z Flip6. These devices, powered by Galaxy AI, are designed to serve users by enhancing creativity, productivity, and security, unlocking a world of new possibilities.

Gamers will be particularly drawn to the store’s selection of Odyssey gaming monitors, which provide an unparalleled gaming experience with stunning detail and performance. Samsung’s wide range of monitors caters to gamers, multimedia enthusiasts, and professionals alike.

Additionally, the store offers a selection of high-quality air conditioners, including the WindFree Cooling range, which features quiet operation and Allergy Care, ensuring the perfect temperature no matter the weather.

The friendly and highly trained staff at the Samsung Store in Cavendish are always ready to assist customers, providing insights into the latest Samsung innovations and demonstrating how to make the most of value-adding services such as the Samsung Trade-in Programme. This programme is designed to make Samsung’s latest devices more accessible, ensuring that every customer walks away with the best possible experience.

On 19 May 2023, Samsung officially relaunched the Customer Service Centre in Maseru, Lesotho to bring much-needed post-sales support and convenience to Basotho customers. Located at Ground Floor Shop 1, Industrial Area, Moshoeshoe Road, Maseru, the new Samsung Customer Service Centre has been rebranded and improved with the latest Samsung technology and is now in an optimal position to give greater access to even more customers.

The service centre had to be upgraded and moved to its current location to make it easily accessible to customers. It is a big improvement on the old one which didn’t cater for walk-in customers and wasn’t supporting all Samsung products. With the new service centre, Samsung aims to create a walk-in facility for the convenience of the Basotho customers. The company also wants to provide direct support for mobile phones that wasn’t there before, which meant customers had to send their devices to South Africa for repairs. With this move, Samsung also wants to grow the repair environment and create job opportunities in the Lesotho capital.

“Our commitment to giving our customer the most convenient service possible is always top of mind. Through this new service centre we want to demonstrate that we really take care of our customers beyond sales and are prepared to make the necessary investment to ensure they get the qualified and professional service they deserve,” said Paul Croll, Director of Customer Service at Samsung South Africa. “Our customers in smaller markets should enjoy the same level of service as the ones in bigger markets do and this is precisely what informed the move to prioritise this service centre.”

Besides giving customers support on all Samsung products, the revamped customer service centre gives customers ease of access to any repair work they need as well as improved security, both for themselves and their devices, which now no longer have to travel across the border just to get fixed. Customers can now drop off and collect their devices as well as have technicians to come to their homes to diagnose and/or fix their large appliances and TV’s.

The next big thing for the service centre, coming up in the near future, will be mobile eco repairs, where they will do more cost-effective mobile phone repairs while reducing electronic waste, which is in line with the Samsung’s environmental, social and corporate governance principles.

Operating Hours:

Monday to Friday 08:00 to 17:00

Saturday 08:00 to 17:00

Samsung proudly supports Busan’s bid for the World Expo 2030.

“Samsung has invested in human centred technologies, so when life happens, our people will be there to assist. We are, as always, fully equipped to help Customers get their device back as fast as possible and repaired in full working order.” says Nithia Pillay, Director: Customer Service at Samsung South Africa.

Whether it’s a repair that’s required or general assistance, there are over a 100 authorised support centres across South Africa as well as a very capable Customer Call Centre that can help. The staff is all fully trained and use Genuine Samsung Parts in all of their repairs of Samsung devices, tablets or wearables. And for those who are already back at work or just too busy doing life, Samsung’s Mobile Repair Service will collect and deliver your device. Faster than the holidays that that flew by, Samsung is ready to help. Essentially, one number fixes it all – Service centre: 0860 726 7864 .

“Samsung has invested in human centred technologies, so when life happens, our people will be there to assist. It gives customers the assurance that they can get their device back fast, repaired in full working order and in good time,” says Nithia Pillay, Director: Customer Service at Samsung South Africa.

Whether it’s a repair that’s required or general assistance, there are over a 100 authorised support centres across South Africa that can help. The staff are all fully trained and use Genuine Samsung Parts in all of their repairs of Samsung devices, tablets or wearables. Essentially, one number fixes it all – Service centre: 0860 726 7864 .

Along with the peace of mind of repair services, Customers who buy selected premium products from Samsung stores or dealers enjoy what’s known as Signature Service. This facility ensures the product is not only delivered and installed by a team of trained Samsung specialists, but the Customer is trained on how to effectively use the product, whether it’s a TV, air conditioner or other household appliance. Over the festive period, this enhanced level of service makes a big difference, especially for those eager to make full use of their new Samsung device or appliance, as soon as possible. This festive season, and beyond, Customers can be assured that Samsung will go the distance to keep Customers fully satisfied with their Samsung purchase.

contact Details: 0860 726 7864
24/7on weekdays and 24/7 weekends

Richard Chetty, Director of Services for Samsung South Africa, says, “We are well aware that the true experience of a brand happens when customer service exceeds expectations. This is why we’ve taken as much pain out of the process of getting a product or device repaired as possible.”

Launched in December last year, Samsung’s Mobile Repair Vans are on call for users, who can opt to have repairs done at their home or office. All it takes is a quick phone call to the Service centre: 0860 726 7864 to have the issue assessed. Once that’s done, a service partner will be dispatched to do the repairs, which include device set-up, wireless connections, software upgrades and registration of new Samsung products.

People who buy premium products from Samsung stores or dealers also enjoy what’s known as Signature Service. This facility ensures the product is not only delivered and installed by a team of trained Samsung specialists, but the customer is trained on how to effectively use the product, whether it’s a TV, air conditioner or other household appliance.

“It’s not only our way of ensuring Samsung products are expertly installed, it’s also about giving our customers the ultimate user experience. While most products are simple to use, we can’t expect everyone to understand all the innovative features of a product immediately and we want to ensure that every interaction with a Samsung product is seamless and life-enhancing,” says Chetty.

This is just one of the many reasons that Samsung is fast becoming the world’s most loved brand.

Digital communication may have changed communication in many ways, but it has also taken the customer experience back to the good old days when a handshake and a smile closed a deal or smoothed ruffled feathers – but with a twist. With the advent of social media platforms like Twitter or Facebook, it’s far easier for consumers to make their voice heard, instantly and very publicly. Now all interactions are out there in full colour; whether it’s a complaint or a compliment, customers can air their opinions and experiences to simply everyone. Social media has made customers more confident and has changed the balance of power between brands and customers.

This, coupled with the Always-On culture of today’s world, demands that companies stay on their toes and have quick come-backs and exceptional customer service plans. As Generation Y’ers and Millennials grow up and their buying power escalates, there’s even more pressure on companies to stay ahead of the game, because these market segments are not only highly proficient with digital communication, they also believe that experience trumps material possessions.

The experiences they want don’t just come to the fore after a customer has purchased a product or used a service – the journey begins with the customer’s need or desire. It starts with a presence in the right place at the right time with a promise that can be backed-up. Customers no longer simply pick the first product they see that seems to meet their needs. Before making a decision, they check – is the promise true, what have other people’s experiences have been, is this excellent value for money?

A brief social media post saying, ‘Hey I’m thinking about buying a new phone,’ will yield numerous responses which will detail peer opinions, recommendations and warnings. It doesn’t matter if the opinions are skewed or even wrong – they will be the potential customer’s primary decision-making foundation. U.S. Research and advisory company Gartner indicates that by 2020, customers will manage 85% of the relationship with an enterprise without interacting with a human.

Richard Chetty, Director of Services at Samsung South Africa, says, “In a space where opinions can be shared at the click of a button, it’s imperative to ensure customer service is exceptional. No company or product will ever be perfect, but if you efficiently and effectively address imperfections or customers’ pain points, you’ll be able to retain them and gain others. The true experience of a brand happens when customer service is called upon to perform.”

Studies indicate that the perceived quality of a product only accounts for 13% of the decision to engage with a company – a whopping 69% of people stop doing business with a company because of bad service. Additionally, 88% of customers prefer dealing with a company with strong customer service as opposed to a company with the latest, most innovative products.[i]

“As a leading technology company, Samsung offers the very latest in innovation – and it is vital that our customer service matches that, as well as our brand promise that strives to make customers’ lives better. We are consistently creating new and innovative ways to ensure our customers can enjoy seamless use from our products,” concludes Chetty.

The bottom line is that it doesn’t matter how brilliant your product is, if you aren’t able to engage with your customers, they’ll stop buying from you. Whether your customers are complaining or complimenting, they expect to be heard, recognised and have their opinions addressed.

[i] https://www.ameyo.com/blog/customer-experience-statistics

Launched in Johannesburg and Pretoria during December 2017, the service vans are now available in Durban and Cape Town as well. This innovative service applies to the Galaxy S8 and Note 8 devices purchased in South Africa. The process is simple; all customers need to do is call 0860 726 7864.  The call centre will establish the repair type required and dispatch a van from the allocated service centre, which will be located within a specific radius from a customer’s home or office. All it costs is R150.00 for the call out fee. Should additional charges apply, customers will be alerted by the service centre allocated to the call out.

Richard Chetty, Director of Services for Samsung South Africa, says, “This is another innovation which affords Samsung users convenience that fits into their lives and enhances their experience of the brand. Service is a vital part of Samsung’s product offerings and are excited about how the mobile service vans are going to positively impact user’s lives.”

The service includes labour and parts as stipulated by the terms and conditions on the device’s warranty card. Service people will assist with device setup, wireless connections, registration of new Samsung products as well as product training on the device for users.

“Feedback from people who have used the service has been incredibly positive. It’s not easy to fit activities like repairs into your daily schedule, and customers love the fact that we’ve removed the hassle factor for them,” concludes Chetty.

Holiday season is just around the corner and wherever you plan to go for your summer vacation, you want your holiday to run smoothly and free from worry.

Therefore, why not consider to download Waze or an equivalent map service from the app store, to ensure you find your destination with ease. Perhaps you want to consider loading the latest weather app, to be forewarned of the weather conditions for your holiday. You may even have obtained a calendar of the most exciting events in the region you are travelling to.

However, all this will be in vain if something happens to your mobile device and you find yourself far from home, requiring repairs. Unless of course, it is a Samsung product, as service assistance for all devices and appliances are available during holidays – via multiple channels – across the country.

Should you be staying in one of the major metropolitan areas, you will be able to make use of Samsung’s cyber-booking facility to quickly book the repair in advance. Cyber-booking is designed to expedite faster and more effective service and is available across the Samsung customer service plazas in Johannesburg, Midrand, Pretoria, Durban, Cape Town and Port Elizabeth.

“By using this facility, you provide the service centre with early notification, enabling it to ensure that the relevant parts or spares are in stock by the time you bring the defective product in. This means that the repair, if possible, should be done within the hour, so you don’t waste half your holiday waiting around for your device to be fixed,” says Richard Chetty, Director for SSA Service at Samsung South Africa.

He adds that if you are not near one of the major cities, you may still visit the Samsung website and seek out the service locations nearest to you.

Travel without concerns knowing that issues with any of your devices can easily be dealt with. But what do you do if, for example, your fridge experiences problems while you are away? You certainly don’t want to come home to a freezer full of spoilt food.

The answer is quite simple, explains Chetty. “Ensure that your house-sitter or emergency contact has the details for Samsung support channels, along with the warranty details for your Samsung appliances. They can then contact us for help on 0860 726 786.”

There are a number of options to choose from. They could utilise Samsung’s Online Chat service, where experts are available to talk the customer through a range of troubleshooting options. If this service could not assist in resolving the problem, the agent will then contact the service centre number to log a call for the customer, in order to provide Samsung’s in-home service. These repairs will be done free of charge, as long as the product is still within its warranty.

“Ultimately, Samsung is committed to breaking down barriers and deliver on our clients’ requirements as speedily as possible, even if they are not at home when these requirements need to be met. We have a committed service infrastructure in SA, backed up by multiple support channels. These include phone, e-mail, live chat, remote service and cyber service. This means that you are able to relax on the beach, comfortable in the knowledge that Samsung will provide the safety net for repairs on all your appliances and devices,” concludes Chetty.

For more information, log on to: http://www.samsung.com/za/support/
or call: 0860 726 786.