The center’s international standards reduce maintenance time and high turnover

By Lucy Kassa |

(Addis Fortune) – Samsung Electronics East Africa Ltd. officially inaugurated a new customer care service center in Addis Abeba on July 23, 2015.

The center opened with a capital of 1.6 million Br in partnership with Samsung Electronics’ subsidiary company, MSM Technologies, on the ground floor of Blen Building at Djibouti Street Medhanialem. This is next to Nokia Customer Care Service Center, which was launched in 2013 and which is located in the same vicinity around Bole Medhanialem, Beza Building.

Samsung is a South Korean based multinational electronics company headquartered in Samsung Town, Seoul. In Ethiopia Samsung products are imported and distributed by five companies which include GARAD Plc, ethio-telecom which imports Samsung phones and Tana Engineering Plc.

After sales services for all Samsung branded phones and other electronics products, which include both warranty as well as non-warranty ones are going to be provided by the care center.

The warranty products will be maintained free of charge. The maximum time for the maintenance of the Samsung phones is one day. For Samsung televisions, refrigerators as well as washing machines it is three days, according to Medhanie Fesseha, manager of Information Technology & Mobile Division at Samsung Electronics East Africa.

Reducing the time for maintenance and high turnover of customers are the endeavor of the care center, according to Medhanie.

Ten employees are currently employed at the customer care center, which will expand, according to the Country Manager of Samsung Electronics East Africa, Tadewos Fesseha.

The maintenance system, including the identification of the problems and selection of parts is connected online with the customer service platform of Samsung, which will make the maintenance services rendered here keep their international standard, Tadewos noted.

Aside from the newly launched customer care service, Samsung, in cooperation with Addis Abeba University (AAU), has also opened an engineering academy at AAU Science & Technology Campus. The academy has been giving technical training for graduate students of Electrical Engineering, Information Technology and Mechanical Engineering since 2013.

Source: Addis Fortune


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