“Customer and client retention are core functions for any successful business, especially those operating in a free market where trends can change overnight. Consistency and innovation are mantras practiced daily. But to truly set yourself apart, one needs to offer the highest standard of customer service, because no matter how good your product is, if you do not offer quality support services to your clients, you are bound to fail as an organisation,” says Director at Samsung South Africa Service, Richard Chetty.

The service has rolled out in Johannesburg, Durban and Cape Town, with a view to extending the offering to other major centres in the near future. To book a repair, customers need to contact the call centre where they’ll be taken through a trouble-shooting exercise. For televisions, the issue can often be solved remotely.

The service vans are kitted out with parts and equipment to solve the most common issues people experience and once the basic problem is established, a service van is dispatched. Currently, customers can expect a van to arrive the next day, but Samsung are planning on offering a same-day service soon.

“People buy our products because they trust our brand. So, it’s only right that we return that trust by giving them the best customer service we can. We want to ensure that all our clients receive the care they need and expect of us. This innovation places us at the helm of rewarding our customers’ trust, because we understand that growing a business means growing you clientele’s confidence in you,” concludes Chetty.

Samsung South Africa has entered into an exclusive partnership with DionWired, offering new Samsung Service desks for walk-in repairs in 24 of their DionWired stores. This is the latest approved channel for Samsung mobile and wearable repairs.
 

“These DionWired Stores are conveniently situated and easily accessible throughout the country and provide another avenue for any Samsung mobile device repairs and are interrelated to Samsung’s quick repair strategy,” says Richard Chetty, Director: Customer Services at Samsung South Africa.
 

This partnership, Chetty explains, further expands Samsung’s service reach and makes it easier for customers to get their cell phones, tablets or wearable mobile devices repaired if needed.
 

“Samsung offers a 2 year warranty on all cell phones purchased from authorised resellers in South Africa, such as DionWired. If customers with devices still under the 2 year warranty want to get immediate service, they may opt to take it to a DionWired Store to benefit from the quick repair service. Even if it is a contract phone purchased through a network operator, it can be repaired at a DionWired store under the Samsung warranty,” Chetty adds.
 

DionWired will host the Samsung Service Counters across the country and act as a quick repair facility. Samsung customers will have the ability to hand in any devices classified as ‘carry-ins’ at any of their stores. The DionWired service agents, specialise in attending to Samsung products and they continuously receive training updates at Samsung Academies countrywide.
 

By utilising the footprint of an already established and well known retailer across South Africa, Samsung is able to effectively extend its reach to its customers for a more accessible after-sales service experience.
 

“We are excited by the Samsung quick repair partnership as we embark on simplifying our customers’ lives through a bouquet of service offerings,” says Nazim Cassim, Managing Director of DionWired.
 

“Everything we do at Samsung is driven by excellence. We have an unfaltering commitment to develop the best products and offer the best after-sales service to our loyal customers. The establishment of the Samsung Service Desks within DionWired stores, is testament to keeping to this promise,” 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.