Samsung is the largest smartphone maker in Egypt and the world. The company held 39% of smartphone sales in the Egyptian market at the end of April. Its control over a large share of smartphone sales increases the number of phones in maintenance services compared to the rest of the companies, given Samsung’s large market share.
In this report, Daily News Egypt reviews the most important criteria that Samsung ensures are available in its maintenance centres in order to offer the best service possible to its customers.
1- One-hour repair
Samsung started implementing the one-hour repair vision in 2012. In 2015, 35% of phones it received were repaired in only one hour. Now, the ratio of phones repaired in only one hour is 80% in Cairo and Alexandria.
2- Measurement indicator
Samsung has an indicator to measure the repair rate of its devices. The indicator can identify the devices that were maintained more than once in 30 days. Samsung has set a maximum limit of phones that should be returned to maintenance centres within 30 days of their first repair, in accordance with the company’s quality standards. The limit is 2.5%.
3- Sufficient spare parts
Samsung has spare parts available in the warehouses of its maintenance centres, sufficient for each centre. Additionally, there are spare parts in the main warehouse sufficient for a period of three months.
4- Short distance
The distance between a technician and the spare parts they will be using is not to exceed one metre, in order to avoid wasting time and ensuring the speed of the maintenance process.
5- Spare parts available before product launch
Samsung is committed to providing spare parts for the new products in its warehouse nearly a month before launching the phone model.
6- Evaluating the performance level of technicians
Samsung measures the performance of its centre and its consumption rate of screens and other spare parts.
7- Opinion polls
Samsung conducts polls to explore the opinions of customers and understand more details on their experiences with repairing their phones
Samsung currently has 24 main maintenance centres across Egypt. It also has several mobile customer service and maintenance centres.
