Apart from the 2017 flagship release, Samsung Galaxy S8, there's currently another thing about the Korean Giant that I find particularly impressive: Their after-sales support here in the Philippines.
Last Friday - April 7, 2017, I visited the Samsung Service Center in SM North EDSA Annex to have my Samsung Galaxy S7 Edge fixed.
Frankly, before I headed there, I had expected the experience to be terrible; Long lines, hours of waiting, and grumpy support staff. I mean, like what most of use are used to when having our devices repaired in centers like this.
Thankfully, everything turned out better than what I thought it would be. A lot better.
In fact, the whole experience panned out as the complete opposite of my initial expectations.
My Samsung Galaxy S7 Edge unit had a relatively 'simple' issue that I found quite annoying.
As soon as I returned home from my trip in Europe last month, I noticed a horizontal thread-thin line of dead pixels right smack in the middle of the screen.
The black line seemingly appeared randomly or out of nowhere as I never mishandled my phone while I was abroad; Never dropped it nor hit the screen with something that could have damaged it.
Apart from that problem, my unit was working perfectly.
I arrived at the Service Center at around 5:45PM and I immediately got a number to have my phone's problem addressed.
Apparently, Samsung Philippines has different lines or queues depending on the product or the phone model that you have.
Thankfully, they have a special line for their current flagship-level handsets, Samsung Galaxy S7 and S7 Edge, which I own. So I was but one customer away from talking to a representative at the counter when I entered the waiting area; It was really fast.
When it was my turn, I handed Joana my SGS7Edge and pointed out the issue. She looked at the screen and confirmed it.
After which, she asked if I still have my official receipt. I answered, "Sadly, Joana, I no longer have it. Honestly, I think I've lost it in my pile of documents at home."
She answered, "No problem, Sir. I will just check in our system when the unit was made to see if it's still covered by warranty. As per checking, the screen's issue is not caused by physical damage." She was very courteous and straight-forward.
Thankfully, Joana was able to confirm that my device was good for 100% service and parts warranty.
She then asked me to back-up all the files in my phone first as the unit will be factory reset to complete the repair process.
Good thing I had my laptop with me. It took me around 15 minutes to transfer content - photos, videos, and other files - from my handset to my computer.
After I handed her the phone, Joana went inside the 'repair booth' and asked the technicians if they have the parts needed for the repair, among other things.
Joana returned to the counter and told me, "Sir Mark, I think we can repair your unit in 2 to 3 hours! Just leave it us and we'll text you once it's been fixed."
I was pleasantly surprised as I was expecting that I would have to leave my beloved phone for 2-3 days to be repaired.
The Service Center is located in one of the largest malls in world so I knew I could easily make the most of the 2-3 hours of waiting time.
After buying shirts at H&M with my good friend, Lucky, I received a messaged from Samsung Service Center. It was at 8:23PM or a little more than two hours since I handed Joana my phone.
"Hi good day! This is from Samsung Service.Your unit is ready for pick up. Thank you."
Again, I was impressed.
When I returned to the Service Center, Joana had already left but she had endorsed my case to her colleagues.
One of them handed me my repaired unit - with a brand new Edge screen - and asked me to sign the 'release' papers.
I didn't have to pay a cent for the service and the new screen. I believe I was able to save more than Php 12,000, which is amazing.
While I was checking if my Samsung Galaxy S7 Edge is working properly after the display replacement, I asked the staff, "Do you offer the same speedy repair service to owners of other Galaxy models? Even those in the entry-level category?"
One of them answered, "[Sir Mark, we always try to fix units the fastest way we can regardless of the model. Your phone's problem was less complicated compared to other issues so we were able to do fix it in less than three hours. It really depends on the problem of the unit.]"
Fair enough.
Anyway, I decided to share this story for those who are now planning to have their Samsung devices fixed at any official Service Center of the company and also to give praise where it is due. And with that, let me say, "Thumbs up, Samsung Philippines! Your after-sales support is top-notch! Keep up the good work!"
Last Friday - April 7, 2017, I visited the Samsung Service Center in SM North EDSA Annex to have my Samsung Galaxy S7 Edge fixed.
Frankly, before I headed there, I had expected the experience to be terrible; Long lines, hours of waiting, and grumpy support staff. I mean, like what most of use are used to when having our devices repaired in centers like this.
Thankfully, everything turned out better than what I thought it would be. A lot better.
In fact, the whole experience panned out as the complete opposite of my initial expectations.
I want to give a shout out to Joana of Samsung Service Center SM North EDSA for being so helpful.
My Samsung Galaxy S7 Edge unit had a relatively 'simple' issue that I found quite annoying.
As soon as I returned home from my trip in Europe last month, I noticed a horizontal thread-thin line of dead pixels right smack in the middle of the screen.
The black line seemingly appeared randomly or out of nowhere as I never mishandled my phone while I was abroad; Never dropped it nor hit the screen with something that could have damaged it.
Apart from that problem, my unit was working perfectly.
I arrived at the Service Center at around 5:45PM and I immediately got a number to have my phone's problem addressed.
Apparently, Samsung Philippines has different lines or queues depending on the product or the phone model that you have.
Thankfully, they have a special line for their current flagship-level handsets, Samsung Galaxy S7 and S7 Edge, which I own. So I was but one customer away from talking to a representative at the counter when I entered the waiting area; It was really fast.
When it was my turn, I handed Joana my SGS7Edge and pointed out the issue. She looked at the screen and confirmed it.
After which, she asked if I still have my official receipt. I answered, "Sadly, Joana, I no longer have it. Honestly, I think I've lost it in my pile of documents at home."
She answered, "No problem, Sir. I will just check in our system when the unit was made to see if it's still covered by warranty. As per checking, the screen's issue is not caused by physical damage." She was very courteous and straight-forward.
Thankfully, Joana was able to confirm that my device was good for 100% service and parts warranty.
She then asked me to back-up all the files in my phone first as the unit will be factory reset to complete the repair process.
Good thing I had my laptop with me. It took me around 15 minutes to transfer content - photos, videos, and other files - from my handset to my computer.
After I handed her the phone, Joana went inside the 'repair booth' and asked the technicians if they have the parts needed for the repair, among other things.
Joana returned to the counter and told me, "Sir Mark, I think we can repair your unit in 2 to 3 hours! Just leave it us and we'll text you once it's been fixed."
I was pleasantly surprised as I was expecting that I would have to leave my beloved phone for 2-3 days to be repaired.
The Service Center is located in one of the largest malls in world so I knew I could easily make the most of the 2-3 hours of waiting time.
After buying shirts at H&M with my good friend, Lucky, I received a messaged from Samsung Service Center. It was at 8:23PM or a little more than two hours since I handed Joana my phone.
"Hi good day! This is from Samsung Service.Your unit is ready for pick up. Thank you."
Again, I was impressed.
When I returned to the Service Center, Joana had already left but she had endorsed my case to her colleagues.
One of them handed me my repaired unit - with a brand new Edge screen - and asked me to sign the 'release' papers.
I didn't have to pay a cent for the service and the new screen. I believe I was able to save more than Php 12,000, which is amazing.
While I was checking if my Samsung Galaxy S7 Edge is working properly after the display replacement, I asked the staff, "Do you offer the same speedy repair service to owners of other Galaxy models? Even those in the entry-level category?"
One of them answered, "[Sir Mark, we always try to fix units the fastest way we can regardless of the model. Your phone's problem was less complicated compared to other issues so we were able to do fix it in less than three hours. It really depends on the problem of the unit.]"
Fair enough.
Anyway, I decided to share this story for those who are now planning to have their Samsung devices fixed at any official Service Center of the company and also to give praise where it is due. And with that, let me say, "Thumbs up, Samsung Philippines! Your after-sales support is top-notch! Keep up the good work!"
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