As part of a continuing initiative to improve access to high quality customer care, Samsung has rolled out four newly equipped service trucks fitted to handle Samsung mobile phone repairs. The initiative is intended to meet customers at their point of need and will allow the electronic company to reach more customers outside Nairobi.
The trucks will be stationed at various venues; Lang’ata, Karen and Buru Buru for two days, before moving out to areas such as Mlolongo, Kitengela, Athi River, Machakos, Kitui and Mwingi in Eastern, Rongai, Kajiado, Ngong, Eldoret and Kitale in Rift Valley and Busia, Bungoma, Kisii and Kakamega in Western Kenya.
Over the two-month period running mid December to mid February, Samsung expects to cover 24 major towns and their environs, delivering after sales service and customer care to consumers whose location limits their access to Samsung and partner care centres.
Customers whose mobile phones will require more than minor repairs will have their devices dropped off at the nearest service centre for attention, and will be informed via phone call when to pick them up.
Those who require servicing or repairs on home appliances will also benefit from the initiative, as they will be able to make in-house bookings through the Samsung Contact Centre on 0800 545 545 for guaranteed Service Engineer attention on the same or next day.
Each truck will be stationed at its assigned location for two days and can handle up to three customers at a time, with five dedicated service consultants – two technicians, two client support staff and one system control handler – on hand to handle customer queries.