Samsung's Initiative to Enhance Smartphone Repair Quality Globally
TapTechNews August 7th news, Samsung Electronics announced today that it is actively promoting a knowledge transfer plan to enhance the quality of global smartphone repair. The company is sending Korean smartphone repair experts overseas to improve the repair technical level of service centers everywhere.
Samsung has always been known for its excellent after-sales service and repair capabilities, and the company hopes to extend this advantage to the global market. TapTechNews noted that earlier this year, Samsung launched the Domestic Service Experts Overseas Dispatch project in Korea. As part of this project, Samsung dispatched a Galaxy service expert lecturer to India to impart relevant experience and techniques to engineers at local service centers. This lecturer shared professional knowledge with Samsung service engineers in eight cities including Delhi, Mumbai and Noida.
The focus of this knowledge transfer is the replacement of the smartphone display. The new screen replacement process involves disassembling the display unit, frame, battery and other components of the mobile phone and only replacing the necessary parts. This method requires a high level of technical skills and professional equipment. Previously, smartphone screen repair or replacement usually required the battery to be replaced at the same time, and the new method can reduce the cost for consumers to replace the screen.
In addition, Samsung also focused on training the accurate diagnosis of the usage history of Galaxy smartphones and the repair technology of foldable phones.
In September 2024, Samsung plans to send Korean home appliance and TV service experts to the Philippines, including teaching the knowledge of repairing Samsung Bespoke AI home appliances using SmartThings and TV service modes.
Samsung also stated that it will improve the service quality of its customer service center employees. A customer service operation expert with more than 30 years of experience has been dispatched to the Netherlands and Japan respectively in February, May and July this year, aiming to improve the customer service experience in various countries.
In addition, Samsung also invited repair engineers from 13 countries to South Korea for training to improve their technical level. Engineers from Germany, Italy, Poland, Sweden, the United Kingdom and the United States have successively gone to the CS Academy in Suwon and Daejeon, Gyeonggi-do of Samsung to receive training.