Samsung improves the quality of Galaxy smartphone repair services: experts go overseas and share technology

According to news on August 7, Samsung Electronics announced today that it is actively promoting a knowledge transfer plan in order to improve the quality of global smartphone repairs. The company is sending Korean smartphone repair experts overseas to improve repair technology at local service centers.

Source: Samsung Electronics Press Release

Samsung has always been known for its excellent after-sales service and repair capabilities, and the company hopes to promote this advantage to the global market.

1. Overseas dispatch of domestic service experts

Earlier this year, Samsung launched the "Overseas dispatch of domestic service experts" project in South Korea. As part of the program, Samsung is sending a Galaxy Service Expert Instructor to India to impart relevant experience and techniques to engineers at local service centers. The instructor shared his expertise with Samsung service engineers in eight cities, including Delhi, Mumbai and Noida.

2. Smartphone display replacement

The focus of this knowledge transfer is the replacement of smartphone display screens. The new screen replacement process involves disassembling the phone's display unit, frame, battery and other components and replacing only the necessary parts, a method that requires a high level of technical skills and specialized equipment. Previously, smartphone screen repair or replacement usually required battery replacement at the same time. The new method can reduce the cost of screen replacement for consumers.

3. Galaxy smartphone repair technology

In addition, Samsung also focused on training on accurate diagnosis of Galaxy smartphone usage history and repair technology for folding screen mobile phones.

4. Home appliance and TV service experts dispatched

In September 2024, Samsung plans to dispatch Korean home appliance and TV service experts to the Philippines, including teaching how to repair Samsung Bespoke AI home appliances using SmartThings and TV service mode.

5. Improving the service quality of customer service center employees

Samsung also said that it will improve the service quality of its customer service center employees. A customer service operations expert with more than 30 years of experience was dismissed in February, May and July respectively this year. Sent to the Netherlands and Japan to improve customer service experience in each country.

6. Maintenance engineers go to South Korea for training

In addition, Samsung also invites maintenance engineers from 13 countries to go to South Korea for training to improve their technical level. Engineers from Germany, Italy, Poland, Sweden, the United Kingdom and the United States have already gone there. Samsung received training at its CS academies in Suwon and Daejeon, Gyeonggi Province.

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