13 Aug 2015

In the next few weeks Samsung Electronics’ brand stores in Botswana will have their quick repair service centres up and running as the corporation looks to continue being a step ahead of its competitors.

Speaking at a media engagement organised by Samsung Electronics officials from South Africa, Mr Richard Chetty who is the director for  services at the company said it is pointless for brand stores not to have service centres because when customers buy goods from a store, they feel that the same store should be able to fix the same goods that were bought from them.

“One thing you may not be aware of is that when you have a problem with your phone and you call one of our centres, we can remotely log into your cellphone and assist you,” he said, adding that Samsung employees can also remotely log into one’s television set, diagnosis the problem and fix it all the way from South Africa if one is connected on the smart device.

He indicated that if the infrastructure such as load shedding and Internet connectivity allows, remote logging into devices can be done here in Botswana.

Mr Chetty said the service centre call centres are divided into various divisions.

“We have the online service where you have to log in and be told to follow certain instructions, the remote service where we log onto your device and there is also the division where the call centre sends out technicians to attend to the problems,” he said.

He indicated that Samsung Electronic’ service division provides customers with an impressive range of warranties, repair services and technical structures that have been designed to ensure complete consumer satisfaction from purchase to after care service.

“We are focused on strengthening relationships with consumers through an extensive service offering and our warranties ensure that customers have complete protection against operational failure and our customer service division is fully dedicated to assisting users in every way possible,” he said.

He said Samsung’s warranties are valid across all products for a period of 24 months with a Samsung in-home repair service for all white goods and TVs over 42 inches.

Mr Chetty said although all Samsung products come with built in surge protection, he advised all customers to invest in surge protector adaptors as load shedding blackouts continue to affect Botswana.

He also said the company has significant research and information available to its customers regarding counterfeit devices, advising them how to recognise fake products so consumers do not spend money on a product that is not a genuine Samsung product.

Managing director of Samsung Electronics South Africa, Mr Matthew Thackrah said the company is committed to leading the way in the development of life enhancing products and services through innovation, creativity and design. ENDS