Tuesday, October 21, 2025
Samsung Electronics has announced the global expansion of its Home Appliance Remote Management (HRM) service, significantly improving how customers monitor, troubleshoot, and resolve issues with their connected home appliances. Now available in 122 countries and offered in 17 languages, the service provides real-time, seamless remote support for Samsung smart appliances, enhancing convenience and efficiency for users worldwide.
The HRM service links SmartThings-connected devices with Samsung’s extensive global service network, enabling continuous monitoring and remote diagnostics. With customer consent, service advisors can analyze appliance performance data such as refrigerator temperatures, washing machine or dryer conditions, or air conditioner efficiency and deliver immediate solutions without requiring an in-home visit.
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Originally launched in Korea in 2020 and piloted across 10 countries in 2024, HRM’s worldwide rollout in 2025 currently covers refrigerators and washing machines. To better serve a diverse customer base, Samsung has expanded the service’s multilingual support from just English and Korean to 17 languages, including Spanish, French, Portuguese, Russian, and German.
“Samsung’s HRM service is a reflection of our commitment to smart, proactive customer care,” said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance Business, Samsung Electronics. “By leveraging connectivity and real-time insights, we’re simplifying service and improving satisfaction for customers worldwide.”
As appliances with screens, such as Bespoke refrigerators and washing machines, gain popularity, Samsung has introduced a screen-sharing feature. Customers can now share the displays of 7”, 9”, or Family Hub models in real-time with service advisors, enabling faster diagnosis of display errors, app malfunctions, or multimedia issues. Initially launched with Family Hub refrigerators in 2021, the feature was extended to refrigerators with 9” screens in July 2025, with washing machines featuring 7” displays set to follow in September.
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HRM enables immediate remote fixes, reducing appliance downtime. For instance, when a washing machine appeared unresponsive, advisors quickly identified the Child Lock as the cause and guided the customer to resolve it instantly. Similarly, a refrigerator’s condensation issue was resolved remotely when a service advisor activated the internal heater with the customer’s permission.
Even when on-site technician visits are necessary, HRM improves efficiency by providing diagnostic data in advance, allowing technicians to arrive equipped with the correct tools and parts. This approach minimizes repeat visits, saving time especially in remote or geographically large areas.
The global rollout and expanded language support have driven rapid HRM adoption. By July 2025, global HRM-enabled service calls had doubled compared to January, with France seeing a more than 30-percentage-point increase after French support was added. Customer satisfaction has also risen, exemplified by a 10% improvement in India during Q2 2025, with users praising faster resolutions and the professionalism of service advisors.
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Through HRM, Samsung is redefining connected care by reducing service delays, increasing convenience, and setting new global standards for home appliance support. The company plans to continue expanding the service across more countries, languages, and appliance categories, reinforcing its vision for smarter homes and next-generation customer experiences.
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