Samsung Electronics has expanded its Home Appliance Remote Management (HRM) service worldwide, enhancing how users monitor, troubleshoot, and resolve issues with their connected home appliances. The service, now available in 122 countries and 17 languages, provides customers with seamless, real-time remote support for Samsung smart appliances.
The HRM service integrates SmartThings-connected devices with Samsung’s global service network, enabling continuous device monitoring and remote diagnostics. With customer approval, service advisors can analyze appliance performance data—such as refrigerator temperatures, washing machine or dryer conditions, or air conditioner efficiency—and offer instant solutions without the need for in-home visits.
Initially launched in Korea in 2020 and piloted across 10 countries in 2024, HRM’s global expansion in 2025 supports refrigerators and washing machines. To ensure accessibility across diverse markets, Samsung has expanded its multilingual capabilities from just English and Korean to a broader set of 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.”
Screen-Sharing Feature for Smarter Diagnostics
As screen-enabled appliances such as Bespoke refrigerators and washing machines gain popularity, Samsung has introduced a screen-sharing capability. This feature allows customers to share their appliance screens (7”, 9”, or Family Hub models) in real-time with service advisors, enabling faster diagnosis of display issues, app malfunctions, or multimedia playback problems. First launched with Family Hub refrigerators in 2021, the feature has since been expanded to refrigerators with 9” displays (July 2025), with washing machines featuring 7” screens to follow in September.
Faster Resolutions and Fewer Service Visits
The HRM service reduces downtime by enabling immediate fixes remotely. For example, when a washing machine appeared unresponsive, advisors identified the Child Lock feature as the cause and guided the customer to resolve it instantly. In another case, condensation on a refrigerator door was eliminated after a service advisor remotely activated the internal heater with the customer’s consent.
Even when physical technician visits are required, HRM ensures they are more efficient. By providing detailed diagnostic data in advance, technicians can bring the right tools and parts, minimize repeat visits and saving time—especially valuable in geographically large or remote areas.
Rising Adoption and Customer Satisfaction
HRM adoption has surged with the global rollout and expanded language support. By July 2025, global HRM-enabled service calls had doubled compared to January. In France, usage increased by over 30 percentage points after French support was introduced.
Customer satisfaction is also on the rise. In India, HRM-supported service calls recorded a 10% improvement in satisfaction scores in Q2 2025 compared to the previous year, with customers highlighting faster resolutions and the professionalism of service advisors.
With HRM, Samsung is setting new benchmarks in connected care by reducing service delays, enhancing customer convenience, and reshaping global standards of home appliance support. The company aims to continue expanding the service across more countries, languages, and appliance categories, reinforcing its vision for smarter homes and next-gen customer experiences.
