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Samsung Printers
Samsung printers are famously reliable, but even the best machines occasionally go wrong, which is why Samsung invests so much in service and support.
Samsung is well known for the reliability of its products. It is one of the brand’s selling points and something that Samsung and its resellers trade on. This makes it all the more important that if there is a problem with one of our printers or MFDs we fix it as quickly as possible.
Samsung already offers some of the industry’s most generous standard warranties, including terms of three or five years on some products. Resellers can also sell extended warranties of up to five years’ with 4-hour, 8-hour or Next-Business-Day response times.
Standard warranty options include ‘exchange’, where we take away the faulty product, repair it and return it to the customer, and ‘on site’ where an engineer fixes faults on the customer’s premises and provides a replacement machine if the faulty one can’t be repaired.
On average, it takes less than one day (0.96 days) to repair a machine under an Exchange warranty (from the initial call to closure) and 1.38 days with On-Site warranties. Almost all Exchange warranties (98%) and nine out of 10 On-Site calls (90%) are resolved within three working days. In order to deliver an even higher level of service, Samsung recently expanded the number of service engineers handling Samsung’s On-Site warranty work to more than 70 throughout the UK.
We have invested thousands of pounds on new flight cases to protect Exchange units in transit and recently established a new pan-European service centre in Breda, Holland, which will enable us to streamline the delivery of spare parts.
Samsung has also made great efforts to ensure that when people phone our Samsung exclusive call centre they are not kept hanging on the phone but can speak to an agent almost immediately. We have more than 20 trained agents dedicated to IT and printer products and a corporate call desk for key accounts. More than 99% of calls are answered immediately, with 96% answered within 20 seconds. Our call centre too is a UK based facility.
Four out of every five Samsung customers already describe their experience of Samsung service as either Excellent or Good but we want all of our customers to have such a positive attitude and so will continue to invest heavily in our service infrastructure to ensure that customers have as much confidence in our service and support as they do in our machines.
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