Samsung Electronics Service said on the 30th that it will expand the "reservation service," which had been piloted at some centers, to all service centers nationwide starting on the 1st of next month.
The reservation service is a customized system that lets customers have their mobile phones, tablets, and wearable products inspected at their preferred time without waiting.
Since September last year, Samsung Electronics Service has piloted the reservation service at 23 major hub service centers nationwide, including Seoul, Incheon, Daejeon, Gwangju, Daegu, and Busan. As a result of the pilot, the share of reserved customers among all walk-ins increased by more than 50% in March this year compared with September last year, when the program was introduced. In customer satisfaction surveys, reserved customers also showed higher satisfaction than general walk-in customers, proving the service's effectiveness.
Accordingly, starting on the 1st of next month, Samsung Electronics Service will fully implement the reservation service from Tuesday to Friday at all centers nationwide. Service requests can be made through the Samsung Electronics Service website and contact center. However, same-day reservations are not available, and if more than 10 minutes pass from the reserved time, the reservation is automatically canceled.
On Monday mornings, when visitors accumulate over the weekend and traffic is more than 40% higher than usual, the reservation service will not be offered to ensure smooth on-site response. However, the 23 major centers nationwide that conducted the initial pilot will expand reservation hours from 1 p.m. on Monday through Friday. Samsung Electronics Service plans to analyze Monday afternoon reservation status going forward and consider expanding to other centers.
On weekends, including Saturdays and public holidays, the reservation service can be used through the "Weekend Care Center." Samsung Electronics Service recommended that, if immediate action such as checking product condition and functions is not required, customers avoid busy Mondays and use the reservation service between Tuesday and Friday.
Executive Director Yeo Se-jung, head of operations at Samsung Electronics Service, said, "We expect that the expansion of the reservation service will allow customers to use Samsung Electronics products more conveniently," adding, "We will continue to provide differentiated services that are truly needed by customers."