When the COVID-19 pandemic started and Samsung's Walk-In Repair centers in Canada had to shut down temporarily, the company quickly came up with a solution that would allow customers to continue getting support and safe product deliveries. And for these efforts, Samsung Canada has now won silver in the “Best Customer Experience in the Crisis” category at the International Customer Experience Award (IXCA).
Samsung won silver for its “Stay Home, Stay Safe” campaign. The latter launched shortly after Samsung's Walk-In Repair centers shut down during the pandemic. Leveraging “Stay Home, Stay Safe,” Samsung kept its commitment to safety and exceptional customer service. The program allowed customers to sign up for free contactless pick-up and return, regardless of whether the customers had or didn't have a warranty for their products.
The company also introduced safety protocols, such as strict sanitation standards at repair centers. It also became the industry's only OEM to offer an “in-garage” repair option for large appliances. Likewise, Samsung was the only manufacturer in Canada to deliver devices back to the customer's doorstep within three-to-five business days.
Other names recognized by ICXA for “Best Customer Experience in the Crisis” were the Ministry of Health (Saudi Arabia), PETROMIN EXPRESS, PZU SA, Shell International, and Sunway Malls. Samsung Canada VP of Corporate Service Frank Martino said: “We are incredibly honored to be recognized for our commitment to convenient, seamless, and accessible service for our customers across the country.”
