Proactive initiative to connect with those affected by recall.
Samsung has increased efforts to address customers affected by its washing machine recall by developing a new inspection program, recruiting additional engineers and extending its ‘Urgent Detergent’ campaign.
The new inspection program aims to assess the reworked washing machines that have not been previously inspected to ensure the rework was carried out correctly.
As part of the program, Samsung will contact at least 32,000 affected customers to invite them to participate in the inspection program and to again offer them either a refund or replacement washing machine.
A specialised team of 30 engineers has been recruited by Samsung to assist in carrying out the new inspection program. A Sydney, NSW based call centre has also been established to support customers through the inspection program.
Meanwhile, the company will extend the ‘Urgent Detergent’ direct mail campaign to an additional 22,000 homes as part of its ongoing marketing efforts to increase public awareness of the recall.
Samsung Australia corporate vice president Phillip Newton said, “Samsung is making significant changes to the washing machine recall to address customers’ key concerns. The recall is unprecedented in its size and complexity, but this is not an excuse. We are committed to continuing to improve our operations.”
“In 2016, we have reduced average customer resolution times from 35 days to 13 days and continue to invest in training for our existing call centre staff. We acknowledge that we haven’t always met our customers’ expectations and are changing our process and systems to address this,” Newton said.