Gurugram, India, April 14, 2025: Samsung, India’s largest consumer electronics brand, has launched its Home Appliances Remote Management (HRM) tool, a next-generation remote diagnosis and troubleshooting solution that significantly reduces service wait times and enhances customer experience.
By harnessing the power of AI-powered remote diagnostics and troubleshooting, Samsung technicians can now resolve issues faster, reducing the need for cumbersome in-home visits. This innovative technology not only enhances customer experience with rapid resolutions and reduced downtime but also sets a new benchmark for the industry, redefining the future of customer care and reimagining the relationship between consumers and their smart home appliances.
“Samsung Service is at the forefront of home appliance diagnostics, leveraging advanced tools to identify issues with pinpoint accuracy. Through its smart diagnostics service, customers can get proactive solutions by troubleshooting and resolving problems remotely, minimizing the need for a technician visit. This breakthrough significantly reduces wait times, ensures faster resolutions, and provides timely updates on product maintenance, ultimately enhancing the customer experience,” said Sunil Cutinha, VP, Customer Satisfaction, Samsung India.
How HRM Resolved an AC Cooling Issue
With summer arriving early in Chennai and temperature rising above 35⁰C, Rohan Luthra’s air conditioner was cooling less efficiently. Fortunately, since Rohan had the SmartThings app installed on his smartphone and the AC was already registered in the app, he received an error notification. Immediately, Rohan requested support through Home Care service in SmartThings and got connected to the contact center advisor. Upon consultation, the advisor diagnosed the issue through HRM’s remote diagnostics, and informed the customer that its microfilter required cleaning and provided a step-by-step guide to Rohan over the phone call, restoring the AC’s cooling efficiency within minutes without the need for an on-site visit.
This real-world example underscores how Samsung’s HRM tool is transforming customer support, making smart appliance maintenance more efficient, proactive, and hassle-free.
 tool, enabling faster diagnostics, remote troubleshooting, and enhanced customer service through the SmartThings app.){kind=link}