Samsung India is revamping its after sales services to consumers across its range of products, including smartphones, by rolling out 535 service vans to reach over 6,000 talukas across India. The plan, centered around existing service centres, will be executed in the next four weeks.
“This is an unprecedented initiative. One van will be exclusively for handsets with customers handing over phone at the counter to get it repaired,” said Anurag Parashar, Samsung India’s Service Head. “The second type of van will be for consumer electronic products and will carry everything from TV panels to fridge compressors needed for quick repairs. Both vans will have generators and will be self sustained. We’ll transform the way service is offered in our country,” he pointed out.
Explaining the reason behind the initiative, Samsung’s service head said in many parts of the country “customers have to travel 30-40 kms just to get a small phone repaired.” Since the vans will have spare parts, the service time will be reduced, he said.
Samsung India has marked out dedicated routes for each van service, which will cover part of a taluka on a particular day. “The base centre will be the service centre closest to that taluka. For instance we have a service centre in Shahjahanpur and a van from there will cover the closest talukas. We’ll also have a resident engineer in Hardoi, who can cover the nearby districts,” explains Parashar.
Samsung has also added over 250 service points with a similar number of resident engineers while ramping up its service network to over 3,000 service points within a month. The company says it wants to increase its service offerings in India by 50 per cent.
“We have planned the vans routes and engineer locations very strategically. In some places, our service might reach even before our sales capability. Our resident engineers are primarily for consumer electronic products like televisions and refrigerators, but will have local knowledge of the area,” adds Samsung’s service head.