Ranked No. 1 in Computer After-Sales Service in the Korea Service Quality Index
Pioneered Korea's First Remote Diagnostic Service for IT Products
Introducing Services Such as AI Pre-Care Notification
Samsung Electronics Service has consecutively won first place in the home appliances, mobile phone, and computer categories in external organizations' "service quality" evaluations.
On July 3, Samsung Electronics Service announced that it had been selected as the top company in the home appliance after-sales service category at the "2025 National Service Awards (NSA)" announced by the Industrial Policy Research Institute on June 26.
Samsung Electronics Service provides a three-step service for home appliances, which includes pre-inspection to check the condition of products in advance, systematic after-sales management, and customized care for customers.
In the "2025 Korea Service Quality Index (KS-SQI)" hosted by the Korean Standards Association, Samsung Electronics Service ranked first for 24 consecutive years in the computer after-sales service category and 22 consecutive years in the mobile phone after-sales service category. Since the inception of these evaluations, the company has maintained the top position in these categories for over 20 years.
Samsung Electronics Service received high marks across all evaluation areas, including providing high-quality service, responding kindly from the customer's perspective, offering a convenient service experience, and realizing social value.
In 2000, Samsung Electronics Service became the first in Korea to introduce remote diagnostic services for IT products such as computers and laptops. The company has since expanded this service to include smartphones and home appliances, enabling customers to have their products checked without requiring an engineer's visit.
Recently, the company also launched the "AI Pre-Care Notification Service" for members of the "Samsung AI Subscription Club." This service uses AI integrated with Samsung's unified platform, SmartThings, to analyze product operation history and detect abnormal signs. If an issue is detected, a consultant proactively notifies the customer before they become aware of the problem.
A "Customer Appointment Auto-Adjustment" system has also been introduced. When a field service appointment is canceled, the system automatically reschedules waiting customers, increasing the speed of service delivery.
Additionally, Samsung pioneered the industry’s first "Smartphone Display Component Repair" service, which involves precisely disassembling the device and replacing only the damaged part. This reduces repair costs for customers and minimizes electronic waste.
Samsung Electronics Service is also the only company in the industry to operate "Weekend Care Centers," which allow for emergency smartphone inspections on weekends and holidays. Customers can make reservations through the contact center or website and receive smartphone inspections not only on weekdays but also on weekends.
Furthermore, the company operates a "Visiting Service," regularly dispatching vehicles equipped with mobile phone inspection equipment to areas where access to service centers is difficult. Professional engineers visit customers directly to provide services such as product condition checks, cleaning, and usage guidance, offering the same level of service as at a service center.
In the event of disasters such as wildfires or floods, Samsung dispatches a "Special Service Team" to support rapid recovery by providing free inspections, cleaning, and repairs of electronic products. The company also regularly visits welfare facilities and nonprofit organizations to offer free inspections and support activities for Samsung Electronics products.
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