Samsung Launches Always-on Customer Services A Full Upgrade of Customer Hotline and Online Support

Mar 26. 2019

Customer Service Hotline Extends to Midnight 12 a.m. Daily
Online Support Offers 24-Hour Services

Customer Services

Hong Kong – March 26, 2019 – Samsung Electronics H.K. Co. Ltd. today announced that the operation hours of various customer service support will be extended since 1 April 2019. The operating hours of Samsung customer service hotline for mobile and computing devices, as well as Samsung Pay customer service hotline, will be both extended to operate from 9 a.m. to 12 a.m. Operating time of Live Chat support will also be extended to 24 hours every day. The upgrade of customer support enables users to get assistance from Samsung professionals through different channels anytime, granting users the greatest convenience ever. 

“Samsung has been long endeavoring to provide customers an outstanding lifestyle with advanced technology innovation. Meanwhile, we emphasize on optimizing our customer services. For offering premium customer services with better understanding of customers’ needs, we will extend the operating hours of various customer services. Our customers could thereby have sufficient time to enquire and seek our support.” says Ms Yiyin Zhao, Managing Director of Samsung Electronics H.K. Co. Ltd. 

Samsung Customer Service Hotline and Samsung Pay Hotline Extend Service to 12 a.m.

Starting from April 1, 2019, service hours of Samsung customer service hotline (+852 3698 4698) for enquiries about mobile and computing devices will be extended to Mondays to Sundays and public holidays from 9 a.m. – 12 a.m. (original operating hours: Mondays to Fridays 9 a.m. – 8 p.m. and Saturdays, Sundays and public holidays from 9 a.m. – 6 p.m.). The operating hours have been greatly lengthened by 40 percent to make it more convenient for customers’ inquiry. Meanwhile, Samsung Pay customer services hotline (+852 2121 9088) will be extended from 9 a.m. – 10 p.m. to 9 a.m. – 12 a.m. every day. The operating hours of Samsung customer hotline for TV, AV and appliances will remain unchanged. [1] 

24 Hours Seamless Online Support Strengthened by Live Chat and Email Services

Samsung understands that customers have been looking forward to a wider variety of supporting services, therefore Samsung not only provides hotline, but also various online customer supporting platforms. From April 1, 2019, Live Chat that provides instant text message support is no longer limited between Mondays to Saturdays: 9 a.m. – 6 p.m., but it is also available to customers for 24 hours, offering seamless provision of information. Users can access to the Live Chat Service through Samsung official website (http://www.samsung.com/hk_en/), Samsung Live Chat support website (livechat.support.samsung.com/Customer_new/HK), or Samsung Member app around the clock to enjoy the instant communication service. 

In the meantime, Email support service (www.samsung.com/hk_en/support/email/) will extend to operate 24 hours. General inquiries and technical support will be replied within 24 hours. Delivery services will come along with this upgraded service, thus Samsung customer services officers can understand customers’ situation more holistically and provide suitable solutions timely. 

Table of Samsung Customer Supporting Service Operating Hours Updates:

Services

New Operating Hours Since 1 April 2019

Original Operating Hours

Samsung Customer Services Hotline — Mobile and Computing Devices enquiries

Monday to Sunday & Public Holidays:

9 a.m.-12:00 a.m.

Monday - Friday: 9 a.m. - 8 p.m.

Saturday, Sunday & Public Holidays: 9 a.m.- 6 p.m.

Samsung Pay Customer Services Hotline

Monday - Sunday: 9 a.m. - 10 p.m.

Live Chat Support

Monday to Sunday & Public Holidays:

24 hours

Monday - Friday: 9 a.m. - 8 p.m.

Saturday, Sunday & Public Holidays: 9 a.m.- 6 p.m.

Email Support

Monday to Sunday & Public Holidays:

Reply within 24 hours

Monday - Sunday: 9 a.m. - 6 p.m.

For more product information, please visit http://www.samsung.com/hk_en or contact Samsung customer service hotline at (+852) 3698-4698.
*All functionality, features, specifications and other product information provided in this document including, but not limited to, the benefits, design, pricing, components, performance, availability, and capabilities of the product are subject to change without notice.

[1] The operating hours of Samsung customer hotline for TV, AV and appliances will remain unchanged as 9 a.m. to 8 p.m. from Mondays to Fridays and as 9 a.m. to 6 p.m. on Saturdays, Sundays and public holidays.

About Samsung Electronics Co., Ltd.

Samsung inspires the world and shapes the future with transformative ideas and technologies. The company is redefining the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, and memory, system LSI, foundry and LED solutions. For the latest news, please visit the Samsung Newsroom at http://news.samsung.com/.