Samsung Electronics has rolled out its Home Appliances Remote Management (HRM) service to 122 countries, offering remote diagnostics and real-time troubleshooting for connected appliances in 17 languages.
The expansion marks a major step in the South Korean firm’s efforts to provide seamless, proactive customer care worldwide. HRM connects appliances linked to the SmartThings platform with Samsung’s service network, enabling advisors to monitor conditions and offer instant solutions with customer consent.
The service, which has been available in Korea since 2020 and piloted in 10 countries in 2024, now supports refrigerators and washing machines in markets across Europe, the Middle East, the Americas and Asia.
Miyoung Yoo, Executive Vice President and Head of the Global Customer Satisfaction Team at Samsung Electronics, said: “Samsung’s HRM service exemplifies our commitment to proactive, smart customer care. Thanks to the combination of seamless connectivity and real-time insights, this service helps to reduce complexity for our customers, ultimately enhancing their overall satisfaction.”
Remote support and screen-sharing features
HRM allows service centre staff to access appliance data remotely, such as refrigerator temperatures or dryer moisture levels, and advise customers on fixes without the need for a technician visit.
In one case, an unresponsive washing machine was diagnosed as having its Child Lock setting activated; the issue was resolved instantly with remote guidance. For refrigerators, technicians can also switch on internal heaters remotely to remove condensation.
For appliances with built-in displays – such as Samsung’s Bespoke refrigerators – a new screen-sharing function allows advisors to see the user interface in real time. This capability, first introduced with Family Hub models in 2021, is now being extended to refrigerators with 9-inch displays and will soon include washing machines with 7-inch screens.
Benefits for customers and technicians
When an on-site repair is necessary, HRM enables technicians to arrive prepared with the correct tools and parts, reducing repeat visits and saving time. This is particularly valuable in countries with vast geographies or regions where technician access is limited.
In the United States and India, HRM is also being used proactively. SmartThings-connected appliances are monitored for potential risks, and users receive alerts or outreach from service teams before issues escalate.
Rising adoption and satisfaction
Samsung reports a steady rise in HRM usage worldwide. Between January and July 2025, the number of service calls using HRM doubled. In France, adoption increased by more than 30 percentage points after French-language support was added, highlighting the role of accessibility in driving uptake.
Customer satisfaction scores have also improved. In India, where HRM is widely used, ratings for remote service calls rose by more than 10 percentage points in the second quarter of 2025 compared with the previous year.
With its growing reach and expanded features, Samsung says HRM will reduce appliance downtime, improve customer experience and set new benchmarks for connected service support.
