Samsung Electronics has expanded its Home Appliance Remote Management service (HRM) globally, offering faster and more efficient remote diagnostic and troubleshooting services. Available in 122 countries and 17 languages, HRM aims to enhance the customer experience by offering seamless support for smart appliances.
Launched in 2020 in Korea, HRM supports devices like refrigerators and washing machines. By connecting SmartThings-enabled appliances to Samsung’s service network, HRM allows real-time monitoring and proactive assistance. Service advisors can remotely access diagnostic data to help users troubleshoot, reducing the need for technician visits in many cases.
HRM’s Global Rollout
Samsung has successfully expanded HRM across 122 countries, including the United States, India, and Europe. This global rollout has been made possible by the addition of 17 languages, including Spanish, Portuguese, German, and French. These language options help make the service more accessible and increase its adoption in underserved regions.
SmartThings Integration
The heart of Samsung’s Home Appliance Remote Management service lies in its integration with SmartThings. This platform connects appliances like refrigerators, washing machines, and dryers to a central service network. By monitoring these devices remotely, Samsung can detect potential issues early, preventing costly repairs and minimizing downtime.
Service technicians can review diagnostic data before visiting a customer, ensuring they have the necessary parts and tools. This reduces follow-up visits and helps complete repairs more efficiently.
New Diagnostic Features for Screen-Equipped Appliances
As Samsung continues to innovate with Bespoke refrigerators and washing machines, HRM has adapted to meet the needs of screen-equipped devices. Samsung introduced screen-sharing capabilities, allowing users to share their appliance’s screen with service center advisors in real time. This feature helps resolve issues like display malfunctions, app errors, and multimedia playback problems quickly.
Initially available for Family Hub refrigerators, screen sharing has since expanded to 9” screen refrigerators. Samsung plans to extend this feature to 7” screen washing machines by the end of the year.
Proactive Monitoring and Solutions
In regions like the U.S. and India, HRM has taken a proactive approach to appliance care. For example, SmartThings-connected devices are monitored for potential risks in the U.S. When a problem is detected, users receive push alerts, allowing them to take quick action. In India, Samsung’s service centers monitor appliances, identifying risks and resolving them before major issues arise.
Improving Service Efficiency with HRM
The Home Appliance Remote Management service has significantly improved customer support efficiency. For example, one customer was able to resolve an issue with unresponsive washing machine buttons by simply disabling the Child Lock setting, after receiving remote guidance. In another case, a customer with condensation issues on their refrigerator door had the problem resolved when an advisor remotely activated the internal heater.
By solving simple problems remotely, HRM reduces the need for technician visits, saving both customers and service teams time. This system is especially helpful for customers in hard-to-reach regions, where in-person visits may be delayed.
Adoption and User Satisfaction
The adoption rate of Home Appliance Remote Management has grown steadily, especially as language support expanded in various regions. In France, the usage rate increased after French language support was added. Since January 2025, the service’s global usage has doubled, reflecting growing popularity and customer satisfaction.
In India, the satisfaction ratings of customers using HRM have increased by more than 10%. Customers appreciate the faster resolutions and professionalism of service advisors.
Future of HRM
Samsung plans to continue expanding HRM to new product categories, offering smarter, more connected customer care. By leveraging SmartThings and proactive monitoring, HRM is setting new standards for home appliance care.
Samsung’s investment in connected appliances and customer support reflects its dedication to improving service efficiency, reducing costs, and enhancing the user experience for smart appliance owners worldwide.
