Samsung claims it has set “new standards” in the hospitality arena with a new after-sales service policy for its commercial microwave ovens.
The ‘Samsung Service Promise’ essentially features three pledges that the manufacturer insists it can fulfil, including a 92% first-time fix rate and the promise that the unit will be up and running within no more than 24 hours of the call out.
If the unit cannot be repaired, for example due to spare parts availability, then Samsung has vowed to replace it with a brand new commercial microwave oven free of charge.
The service is made possible by a nationwide network of trained engineers operating from vans carrying a stock of key spare parts and is applicable throughout the warranty period of three years.
“Our aim is to offer not only the market’s best-value branded microwave oven, but the best after sales service, too,” says David Watts, general manager of Samsung Professional Appliances, the division that looks after commercial microwaves in the UK and Europe.
“Commercial microwave ovens are vital to the success of catering kitchens in every sector. Failure causes major problems. Our Service Promise alleviates those issues and will help ensure Samsung commercial microwave ovens are fully operational, all of the time, delivering profitability to our customers.”
Samsung is one of the world’s largest commercial microwave oven brands and claims to hold a 25% market share of the UK market.
Its product ranges extends from budget-priced 1100W models to large-capacity, ‘super-heavy duty’ 1850W units.