Support boost for Samsung users

Dubai-based users of Samsung phones, MP3 players, digital camcorders and home theatre equipment should expect improved after-sales service and support after the firm’s partner Eros opened the city’s first Samsung customer care centre.

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By  Matthew Wade Published  January 2, 2005

Dubai-based users of Samsung phones, MP3 players, digital camcorders and home theatre equipment should expect improved after-sales service and support after the firm’s partner Eros opened the city’s first Samsung customer care centre. Set-up to provide a hassle-free service experience to end users and business customers alike, the Deira-located centre is a one-stop shop for after-sales product support. It also offers visitors services such as free internet access and free software and ring tone downloads for Samsung mobile phones. The goal of the new centre is, according to Eros, to ensure that the ‘customer is king’. “Customers’ expectations are constantly rising, and we intend to fulfill those expectations with a service and an environment where he or she can relax,” explained Deepak Babani, Eros Group’s CEO. Samsung customers with problematic products must deliver these in person to the customer centre (or their nearest Samsung showroom) as no pick-up service is currently available, other than for the on-site repair of high-end TV products. Alternatively, users can call Samsung’s UAE hotline by dialing 800 Samsung. Acer is currently the only IT company in the region to offer a comprehensive product collection service to end users via its Collect and Drop scheme, which covers Acer notebooks, LCD monitors and projectors. As the UAE’s IT retail market becomes crowded, the main difference between companies in the future will likely be the standard of the service and support they offer shoppers. Eros’ retail manager, Rahul Misra, agrees: “In the eyes of the public, the only measure of a retailer is through what value-adds we can provide to them,” he says. Eros now plans to roll out Samsung-specific customer centers in all major cities across the UAE, with Abu Dhabi likely to become the next customer centre base later this year.

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