Samsung India: 30 Years, From Paper to AI

LUCKNOW: When Samsung quietly opened its first service center in Delhi back in 1996, engineers roamed cities with pagers in their pockets and logged every customer complaint by hand in paper registers. Three decades later, that single room has grown into one of India's most sophisticated AI-powered service networks - and Lucknow is right at the heart of it.

From One Room to 3,000 Touchpoints

According to Ground report, Samsung India today operates over 3,000 service touchpoints across the country, backed by 12,500 trained engineers and 16 regional parts warehouses. What started as reactive, walk-in troubleshooting has transformed into a predictive, tech-first experience.

Rajiv Gupta, Director of Service Operations at Samsung India, told our sources: "Back then, customer care was deeply personal. Customers often walked directly into centers." Today, Samsung's refrigerators and ACs diagnose their own problems - before they even break down.

AI That Works Before You Call

Samsung's SmartThings-enabled Proactive Care is the centrepiece of this transformation. Connected appliances now self-diagnose faults and send alerts to users — no engineer visit needed until it's truly necessary.

Key service highlights today:

1. 24/7 WhatsApp support — instant, no hold music

2. Voice support in 10 Indian languages including Hindi

3. Smartphone pick-and-drop service at your doorstep

4. Remote diagnostics — engineers fix issues without visiting

Lucknow : Service at Your Doorstep

For residents of Lucknow - whether you live in Gomti Nagar, Hazratganj, or Alambagh - Samsung's doorstep pick-and-drop and WhatsApp repair booking means you no longer need to hunt for a service center. Local Samsung engineers now cover most pin codes within the city for same-day or next-day visits.

Building the Next Generation of Engineers

Sunil Cutinha, Head of Customer Satisfaction at Samsung India, said: "We have built an ecosystem that combines scale, innovation, and empathy."

Beyond gadgets, Samsung is investing in people. Its "Dost Service" initiative has partnered with 22 ITIs across India, training over 14,500 engineers — giving youth from small towns a direct career path into the tech industry.

The company is also running "Care for Clean India", its e-waste recycling programme, pushing sustainability alongside service.