Samsung Türkiye has been named “Company Committed to Consumer Satisfaction” at the 28th Traditional Consumer Awards organized by the Ministry of Trade, recognizing the company’s customer-focused service and after-sales operations.
According to a company statement, the awards ceremony was held in Ankara with the participation of Minister of Trade Ömer Bolat. Samsung Türkiye received the award for delivering a seamless customer experience through its after-sales services and differentiated service offerings.
The award was presented by Minister Bolat to Erbil Topgül, Senior Director of Service and Customer Services at Samsung Türkiye.
Customer-Centric Service Excellence
Samsung Türkiye stood out during the evaluation process, which followed a long and detailed application and assessment, thanks to its services designed to make customers’ lives easier and its comprehensive after-sales support.
Among the initiatives highlighted were:
- “Easy Service”, which collects mobile devices from customers’ addresses and returns them after repair,
- AI-supported fast and high-quality installation, repair and maintenance services provided by expert technicians,
- The “Hearing Hands” call center, designed for the hearing-impaired and serving as a model for other Samsung markets.
As mobile devices evolve into what Samsung now describes as “AI phones”, customer needs and expectations continue to change in parallel with technological advances. In response, Samsung Türkiye has redefined the customer experience and transformed its mobile device service centers into “Smart Service Centers”.
Through a wide range of customer touchpoints—from call centers and digital channels to physical service centers—Samsung Türkiye offers 24/7 uninterrupted communication, ensuring a high-quality after-sales service experience. The company also invests in digital solutions, analyzes data, and prioritizes personalized services, enabling fast and accurate responses to customer demands while keeping satisfaction at the core of its strategy.
Fast Repairs and Environmentally Friendly Solutions
At Smart Service Centers, customers can receive one-on-one technical consultancy without an appointment. Software-related issues are resolved in an average of 10 minutes, while approximately 80% of repair cases are completed within one hour. For repairs expected to take longer than an hour, replacement devices are provided.
Samsung Türkiye also offers an “Eco-Conscious Repair” service. Unlike traditional repair methods, this approach uses factory-level technologies to separate screen layers and replace only the necessary parts in smartphones and televisions, rather than replacing the entire screen. This reduces repair costs and lowers electronic waste, contributing to environmental sustainability.
Executive Commentary
Commenting on the award, Erbil Topgül said Samsung Türkiye was honored to be recognized by the Ministry.
“Today, alongside technologically advanced products, service quality has become one of the most important factors of differentiation in competition. Service satisfaction is now a key component in building customer loyalty. With our investments and the practices we have implemented, we aim for the highest level of customer satisfaction,” Topgül said.
“Being honored with this valuable award once again is one of the strongest indicators that we are on the right path. We would like to thank all our colleagues, business partners and customers who contributed to this success,” he added.
Source: Anadolu Ajansı/ Prepared by: İlayda Gök