Earlier this year, Samsung ended its direct-to-consumer phone repair program launched in partnership with iFixit in the US. The company is now working on improving its in-house Galaxy smartphone repair quality through knowledge transfer. It is taking South Korean repair experts to other regions to enhance the repair skills of its service center employees there.
Samsung is working on improving its Galaxy smartphone repair quality
Samsung plans to standardize the quality of its Galaxy repairs globally. It will do that through effective knowledge transfer. Last month, the company sent a “Galaxy Service Expert Instructor” from South Korea to its eight major service centers across Delhi, Mumbai, and Noida in India. The instructor shared their expertise with repair technicians at those service centers.
The Korean biggie has formed a program called Domestic Service Experts Overseas Dispatch to facilitate this knowledge transfer. The repair expert it sent to India focused on sharing his know-how about smartphone display repair and replacement. Display repairs require a high level of technical knowledge and working precision, as well as advanced tools, Samsung says.
Typically, a display repair on a Galaxy smartphone requires the technician to disassemble the screen, its border, battery, and more components. They have to carefully reassemble everything once the repair work is complete. It’s a complicated process and Samsung wants all its engineers to be expert at it. After all, consumers need a display repair more than other parts.
The Korean expert also shared knowledge about Galaxy usage history analysis, precise diagnosis, and foldable phone repair. Samsung plans to dispatch Korean home appliance and TV services experts to the Philippines in September for similar knowledge transfer sessions. They will share knowledge on AI-based diagnosis of home appliances, TV service mode, and SmartThings.
Samsung is also in the process of rolling out new technologies and techniques, including customer counseling, to its service centers globally. The ultimate goal is to create a streamlined repair system with standardized processes and techniques that are already deployed in Korea. Samsung wants to provide a satisfying service center experience to Galaxy users around the world.
