Gurugram, May 26, 2026:
Samsung Electronics has marked a major milestone by celebrating 30 years of customer service operations in India, showcasing its remarkable journey from handwritten service registers and pagers in the 1990s to today’s AI-powered, digitally connected customer care ecosystem.
Samsung’s customer service evolution mirrors India’s own technological transformation. When the company opened its first service centre in Delhi in 1996, customer complaints were manually recorded in logbooks and engineers travelled with paper slips, toolkits and pagers to attend service requests. By the end of 1996, Samsung had already expanded its service footprint to 21 centres across the country, laying the foundation for one of India’s largest consumer service infrastructures.
Today, Samsung operates more than 3,000 service touchpoints, supported by over 12,500 trained engineers and 16 strategically located parts warehouses across India. Over the years, the company has transformed customer care into a technology-driven experience through innovations such as AI-enabled diagnostics, SmartThings-powered Proactive Care, remote support services, WhatsApp assistance, online appointment booking, and voice support in 10 Indian languages.
According to company officials, Samsung’s focus has shifted from reactive support to predictive and connected care experiences. Through SmartThings-enabled Home Appliances Remote Management (HRM), Samsung devices can now proactively identify performance issues before breakdowns occur. Refrigerators can alert users about cooling inefficiencies, while air conditioners can notify customers about maintenance requirements in advance, significantly improving customer convenience and service reliability.
Samsung India has also strengthened its digital-first initiatives with smartphone Pick-and-Drop services, Digital Service Center platforms, AI-driven customer support tools, sentiment analysis systems and intelligent co-pilots designed to deliver faster and more empathetic customer interactions.
The company has additionally invested heavily in skill development through its Samsung Dost Service initiative, partnering with 22 ITIs across India and training more than 14,500 service engineers over the years. Alongside technology and customer care, Samsung is also integrating sustainability into its operations through its Care for Clean India initiative, promoting responsible e-waste disposal and recycling.
Speaking on the milestone, Samsung officials emphasized that customer trust and long-term relationships remain at the heart of the brand’s service philosophy. As Samsung completes three decades in India, the company says its journey reflects not only the evolution of technology, but also the evolution of customer care itself — from traditional service centres to AI-powered connected support ecosystems.
