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Samsung Introduces “Smart Care” Customer Service Programme in Singapore

Samsung today announces Samsung Smart Care, a customer service for Singapore. With Smart Care (Smart Mobile Care, Smart Entertainment Care and Smart Gadget Care), consumers will be able to have more conveniences for their devices. There is even a deposit service for your devices.

You can check out the Samsung Smart Care at the below link.

Click Here to Samsung Smart Care

or read the Press Release.

Samsung Introduces New Customer Service Programme to Provide Greater Convenience for Customers

Samsung Smart Care programme developed based on feedback from customers and will bring customer service to new levels in Singapore

SINGAPORE, 13 July 2012 – Samsung Electronics, a market leader and award-winning innovator in consumer electronics, today unveiled Samsung Smart Care, its new customer service programme as part of its on-going commitment to strengthening customer service. The new programme will provide Singapore customers with a personalized and convenient customer service experience with enhanced product warranty services across Samsung’s range of products including mobile phones, TVs, cameras, notebooks, printers and monitors.

Samsung’s brand new Smart Care programme, a result of research and customer surveys conducted internally over the course of a year, is designed to meet today’s consumers’ needs and not only brings high quality customer services, but also offers personalized experience to consumers. The programme, which was first conceptualized in October 2011, will ensure that customers will enjoy an efficient and convenient experience for their Samsung products.

Through the new Smart Care programme, Samsung hopes to increase its customers’ satisfaction with its improved warranty and repair services. Since its trial run earlier in the year, it has already seen a remarkable increase of customer compliments, up by 320%, from an annual average in 2011 compared to the 2nd quarter this year.

“We are dedicated to providing the best customer experience and our new Smart Care programme is a significant move towards ensuring that our current and future customers in Singapore benefit from the highest quality customer service,” said Ms Irene Ng, Vice President of Marketing, Samsung Asia Pte Ltd. “Our new initiatives will cater to the busy lives that consumers lead today and help provide a seamless and convenient service experience for them.”

Samsung’s Smart Care covers three primary categories – Smart Mobile Care, Smart Entertainment Care and Smart Gadget Care and has been developed with the feedback from customers. These initiatives such as Smart Pickup and Delivery for mobile devices, Smart 24-hour Response for TVs and Smart 1-Hour Service for smaller devices such as cameras and notebooks will help improve repair times and ensure convenience for customers. Additionally, expert demo sessions will be readily available for customers to ensure that they are able to make the most out of their Samsung GALAXY devices and Smart TVs.

Smart Mobile Care

Smart Pickup and Delivery

Customers can make an appointment to have their mobile device picked up for repair and delivered back at their convenience.

Smart Demo

Demo sessions are available to teach customers tips and tricks to get the most out of their selected GALAXY devices.

Smart Loan Set

Samsung phones are available on loan while customer’s GALAXY device is being repaired

Smart Entertainment Care

Smart Home Demo

Customers can make an appointment for Smart Care Experts to demonstrate tips and tricks on using their Smart TV at the comfort of their own home

Smart Entertainment Plus

While they are at customer’s home, Samsung Smart Care Experts will also check and tune other Samsung AV devices to keep them at optimum performance.

Smart Response

Samsung’s promise that any TV servicing request will be attended to within 24 hours from appointment

Smart Gadget Care

Smart 1-hour Service

Customers can leave their carry-in devices such as notebooks, cameras and monitors at the Samsung service centre for servicing and collect it within an hour

Smart Delivery

If the device sent to the service centre requires more attention, Samsung will arrange to deliver it back to customer at their convenience

 

Smart Accessories Delivery

With a minimum purchase of accessories and supplies and Samsung will have them delivered right to customer’s doorstep

Terms & conditions apply. For more information, please visit www.samsung.com/sg/cyberservice

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About Samsung Electronics Co., Ltd.

Samsung Electronics Co., Ltd. is a global leader in semiconductor, telecommunication, digital media and digital convergence technologies with 2011 consolidated sales of US$143.1 billion. Employing approximately 222,000 people in 205 offices across 71 countries, the company operates two separate organizations to coordinate its nine independent business units: Digital Media & Communications, comprising Visual Display, Mobile Communications, Telecommunication Systems, Digital Appliances, IT Solutions, and Digital Imaging; and Device Solutions, consisting of Memory, System LSI and LCD. Recognized for its industry-leading performance across a range of economic, environmental and social criteria, Samsung Electronics was named the world’s most sustainable technology company in the 2011 Dow Jones Sustainability Index.

For more information, please visit www.samsung.com.

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  • Shah

    Firstly, I would like to feedback in regards to the internal system of the Samsung contact centre. The system only capture via service number of its consumers and not consolidated which is considered as a total lapse. This is not a telecommunication centre. For instance, I had changed of mobile number and still using the exact same phone; the system only able to capture my existing contact number and my previous contact was not being consolidated into an account. I suggest that this should be improved by doing a verification of NRIC number or perhaps the IMEI number which is more precise.

    Secondly, high failure of call back. Do not call yourself as a 24/7 hotline if there are a major failure in giving your customers a call back as promised initially.

    Thirdly, this is one of the worst experience I’m having with the service centre at Marina Square. Within a year (fully warranty), this is my 5th time sending my phone for servicing. For the first repair, they claimed they had changed the motherboard. And now, for the 4th repair, another motherboard was changed. Currently on my 5th repair after twice of back-to-back repair was done 3 days ago! If the problems still persists thereafter, I demand for a one-to-one exchange.

    Kindly take note of these issues and make the necessary changes of the protocols, procedures and most importantly meet the customers expectations at its minimal. I deem this as one of the worst service centre and call centre!