It’s time for Samsung to step up its support

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Samsung recently announced a new partnership with Assurant that will bring 300 new locations to get your Galaxy product repaired. This is good news and it’s great to see any movement towards more and better customer service after the sale. But Samsung can do much better.

For nine months of the year, Samsung is the world’s largest electronics retailer; Apple, which took second place, will be able to improve its performance only a month after the announcement of the new iPhone. Samsung is the world’s largest manufacturer of consumer electronics. There’s no reason why it shouldn’t also offer better customer service.

There’s an easy-to-follow formula here; if you guessed that this is an Apple Store, you are right. You might not want to read this, but Samsung could make just a few models of Galaxy phones and sell support contracts that include friendly, helpful people working in-house at the Galaxy store who are trained to solve any problems. If you’re having trouble with your Galaxy phone, watch, tablet, laptop or headphones, take it to your local store and get it repaired or replaced while you wait. It works in the West, and we know it works because we see it.

Samsung could continue to offer its full portfolio of products without the Galaxy branding for people who don’t want to spend $1,000 or more, rather than considering a new “luxury” brand as it is rumored to be doing. This will allow the Galaxy name to mean more, not less.

Many people believe that Samsung makes the best consumer electronics. I’m one of them. The materials, build quality, fit and finish, and overall package of a Samsung phone or tablet are second to none. The company has spent time and resources improving its software offerings and has gone from being a laughing stock to creating something people love just a few years ago. The next logical step is to provide the same level of A+ support to your customers, and one way to do this is by opening more physical stores where customers can simply walk in when they need help.

Samsung has several flagship stores in several US cities, but I’m guessing many of you probably haven’t seen a Samsung store or don’t know where to find one.

I think this would be a good and profitable move. I’ll be honest: “poor” people don’t buy the Galaxy S Ultra or Galaxy Z Folds. Poor people don’t buy iPhone 16 Pro Max phones either. You don’t have to be rich to afford the latest and greatest Samsung devices, but you will have a certain level of disposable income. If you’re reading this, you probably fall into this category.

With such a large investment in a product, paying $10 a month or $100 a year for top-tier support isn’t a bad idea. People pay now only to deal with phone support or third-party stores where a solution in an hour is not a guarantee. If this idea didn’t make money, Apple wouldn’t do it. Apple does not operate any area of ​​its business at a loss.

You may not want to pay for this “privilege”, but I’m willing to bet that many people will. It would make perfect sense to open a Galaxy Store in every location where you’ll find an Apple store, not just the big flagship stores in a few major cities across the country. Even small stores in high-traffic malls would make sense, and Samsung could even put them right across from Apple stores just to piss them off.

I’m not trying to suggest that Samsung could ever have the kind of… rabid… fandom that Apple has, where people would line up around the block to buy a new Galaxy phone. I’m saying that’s not what makes the Apple Store profitable; Selling products and paying for customer service throughout the year is where the money is. Samsung could try to get its share of that money by offering us the level of customer support we deserve when we pay for it.