Samsung Customer Care highlights warranties, authorized repairs, and quality assurance, ensuring users enjoy lasting performance and genuine support.
About two months ago, I attended the Samsung Owners Association Brunch at Zen Gardens Nairobi. Organized by an avid Samsung fan, it was a relaxed morning filled with good food, laughter, and meaningful conversations. But on top of that, Samsung also brought what I felt was a very impactful team of sales, services and warranties personnel.
I was particularly taken by Monica Maluta, the Warranty Manager for Samsung Electronics East Africa who gave us an indepth explanation about a topic I’ve never really taken keen interest on. Warranties. A very crucial part of a business like Samsung as part of customer care.
Monica’s presentation was detailed and practical and I’m glad I captured some of it on videos, which you can watch here and here. She explained how Samsung warranties work and why understanding them matters for every customer. You’ll be surprised how many people are not fully aware for instance, that Samsung phones have a 24-month warranty, while Buds and Watches have 12 months each.
Monice encouraged everyone to take advantage of these warranties instead of rushing to unverified repair shops when devices develop faults. For the safety of our devices and gadgets, the right process begins at an authorized service center, where Samsung-trained technicians handle them with proper tools and genuine parts.
If you are unsure where these centers are, she said to call the toll-free line 0800 545545 for guidance. There are centers across all of Kenya, and in Nairobi alone, there are six in areas like Mombasa Road, CBD, Runda, and Hurlingham. Hearing this made me realize how accessible professional help is for Samsung users who value quality service.
Monica also spoke about what to do if your phone drops and the screen breaks. Samsung offers Samsung Care+, which allows repairs at a much lower price than a regular replacement, with the assurance of original parts and components. She emphasized the danger of taking devices to roadside fundis since there the possibility of the use of non-genuine parts, glues and improper tools that can damage the phone permanently.
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In contrast, at Samsung Customer Care service centers use a specialized process with precision equipment and phones are reassembled using Samsung service packs, ensuring that structural integrity and performance of the phone remains even after repair.
Another useful detail was the guarantee Samsung gives against parts after any service. She clarified that if your device is under warranty and you take it to a Samsung service center for repair, the warranty remains valid until it’s time expires. The technicians also recalibrate features like fingerprint sensors and water sensitivity and thoroughly test the device before returning it to the owner.
That SOA brunch turned into a learning experience which I left feeling informed and reassured. As a Samsung user, I understood the value of authorized service and genuine parts. It was a reminder that proper after-sales care which is part of Samsung Customer Care is as important as the device itself.
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