Samsung Celebrates 30 Years of Customer Service Evolution in India

Lucknow :  Samsung India is celebrating three decades of its customer service journey, marking a massive transformation from a single, manual operation in 1996 to one of the nation's most advanced, AI-powered support networks today.

When Samsung opened its first service center in Delhi 30 years ago, India's tech landscape was entirely different. Telephones were a luxury, and customer requests were painstakingly logged by hand in paper registers. Engineers relied on pagers and paper slips to navigate cities.

"Back then, customer care was deeply personal. Customers often walked directly into centers," recalled Rajiv Gupta, Director of Service Operations at Samsung India.

Today, that modest setup has evolved into a massive ecosystem boasting over 3,000 service touchpoints, 12,500 trained engineers, and 16 regional parts warehouses. The company has shifted from reactive troubleshooting to modern, predictive care. Through SmartThings-enabled Proactive Care, Samsung appliances like refrigerators and ACs can now self-diagnose and alert users to maintenance needs before a breakdown even happens.

Sunil Cutinha, Head of Customer Satisfaction at Samsung India, emphasized that service is central to the brand experience: "We have built an ecosystem that combines scale, innovation, and empathy."

Beyond AI diagnostics, Samsung offers 24/7 support via WhatsApp, remote diagnostics, and voice support in 10 Indian languages. Digital-first solutions like smartphone pick-and-drop services and a comprehensive Digital Service Center further streamline the user experience.

Simultaneously, Samsung is investing in the future by training over 14,500 engineers through its "Dost Service" initiative with 22 ITIs, while championing sustainability via its "Care for Clean India" e-waste recycling program. Three decades later, Samsung continues to rewrite the rules of customer care by blending high-tech AI with deep consumer trust.