TEXT

rc.visualsamsung.com seca06 Cnx2025!

Here’s your ticket number for future reference

Sending SMS message

Hi, this is Erick from Samsung Canada Support. Kindly attach the video or picture by replying to this text. Thank you

Hi, this is Erick from Samsung Canada Support. Please reply to this text with your;

First and Last Name: Serial number : Model number: Phone Number:

To better assist you, we require your permission to collect your information via SMS. If you consent to Samsung collecting your information, please verbally indicate "Yes" or "No".

Yes, we can send a technician to check and repair the unit. Please note that if the technician finds the unit has been damaged due to physical or cosmetic issues, additional charges may apply. Such cases are not covered under the warranty.

Educating on Troubleshooting Importance

“Before we schedule a service technician, we always go through a troubleshooting process together. This step is very important because:

It helps us identify if the issue can be fixed immediately without waiting for a technician.

It saves you time and avoids unnecessary service charges.

It ensures that if a technician does come out, they already know the exact problem and can bring the right tools and parts.”

Reassurance & Collaboration
“I’ll guide you through each step, and it won’t take long. Many issues are resolved during troubleshooting, which means you can get back to normal faster. If we find that a technician is still needed, we’ll have all the details ready for them.”

Transition to Action
“Let’s start with a quick check on [specific device/system]. Could you please confirm if… [insert first troubleshooting step]?”

Closing if Resolved
“Great news! It looks like the issue is resolved. I’m glad we could save you the wait for a technician. If you notice the problem again, don’t hesitate to reach out.”

Closing if Technician Needed
“Thank you for working through the troubleshooting with me. Based on what we found, I’ll go ahead and schedule a technician visit. Because we’ve already identified the issue, they’ll be better prepared to fix it quickly.”

SURVEY SPIEL

We’d love your quick feedback—it only takes a minute. If you had a great experience, please give us a 10! Your support helps us celebrate our team and keep improving.

Would you like to take part in this short survey today?

Reliable parts- 1-800-941-9217

ECR Transfer Guidelines https://asksamsung.com/notice/NC33000000076

Home Depot store https://asksamsung.com/notice/NC33000000194

Leon’s Specialty Queue http://asksamsung.com/notice/NC33000000667

One timer no coverage https://asksamsung.com/notice/NC33000000366

Requesting for User Manuals https://asksamsung.com/notice/NC33000000477

Costco Home Appliance - 2 Years Manufacture Warranty https://asksamsung.com/notice/NC33000000110

DA/VD - Customer Repeated Repair (CRRR) Ticket Handling Process https://asksamsung.com/notice/NC33000000105

[FAQ] Range Knob FAQs https://asksamsung.com/notice/NC33000000818

[Knowledge] DA products with a longer warranty for a specific part no longer needs a one-time warranty allowance SAW https://asksamsung.com/notice/NC33000000921

[Process] Direct Cooling Icemaker for French Door Refrigerator https://asksamsung.com/notice/NC33000000113

[Policy] Medallia Survey Script / GCIC profile Contact "Check Permission" policy  https://asksamsung.com/notice/NC33000000218

[Knowledge] Racks are covered under warranty for dishwashers. https://asksamsung.com/notice/NC33000000241

[Policy] Costco Home Appliance - 2 Years Manufacture Warranty https://asksamsung.com/notice/NC33000000110

[Process] Direct Cooling Icemaker for French Door Refrigerator https://asksamsung.com/notice/NC33000000113

[Product Liability - PL] Dishwasher Leak caused by Broken Tub Gasket Rail(In Warranty ONLY) https://asksamsung.com/notice/NC33000000245

Home Builder 1-888-312-2076 Mon - Fri - 9:00 AM - 6:00 PM Home Builder specialty group

ASC Contact Script

Any time a repair ticket is created, and agents advise that the ASC will be in contact with them, agents are NOT to promise a timeframe (ie. 24~48 hours), and instead provide the below script once ticket is created:

"Thank you for your time with me today [Customer name], I have assigned your ticket to the service center, [ASC name]. Their phone number is [ASC phone number] and they will be in contact with you shortly."

If the customer asks for a specific time, do not give them a number and instead say

"The service center will contact you within a timely manner, but feel free to reach out to them any time using the number provided"