Samsung expands remote appliance service to 122 countries worldwide
Samsung has expanded its Home Appliances Remote Management (HRM) service globally, making it available in 122 countries and 17 languages.
The HRM service, which is designed for smart appliances connected to Samsung's SmartThings platform, allows for remote diagnostics and troubleshooting by linking devices to Samsung's service centres. With customer consent, service advisers can monitor real-time appliance diagnostics such as refrigerator temperature, dryer moisture levels, and air conditioner cooling performance. This enables advisers to provide targeted solutions or step-by-step guidance to address issues without the need for on-site visits.
Samsung has operated HRM in Korea since 2020 and piloted the service in 10 countries in 2024. The most recent expansion brings support for refrigerators and washing machines to a broad international user base. The service's language offerings have been extended from just English and Korean to an additional 15 languages, including Spanish, Portuguese, German, French, Russian, and Czech.
"Samsung's HRM service exemplifies our commitment to proactive, smart customer care," said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance (DA) Business at Samsung Electronics. "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."
The HRM system maintains a continuous record of device conditions and gives authorised service centre advisors the ability to access diagnostic data remotely. The remote diagnosis includes various appliance metrics collected in real time, subject to the customer's permission. This connectivity reduces customer interaction complexity and is intended to raise the quality and speed of technical support.
Screen appliances
Alongside the wider HRM rollout, Samsung has launched a screen-sharing feature for screen-equipped home appliances. This allows users with appliances such as Bespoke refrigerators and washing machines to share their screens with advisers, thereby improving diagnosis of display malfunctions, application issues, or multimedia playback errors. In Australia, this feature applies to models with 7-inch, 9-inch, and Family Hub displays. First made available in 2021 for Family Hub refrigerators, the screen sharing was expanded to refrigerators with a 9-inch screen in July 2025, and washing machines with 7-inch screens will be supported from September.
"For various screens of 7-inch, 9-inch, and Family Hubs, Australian users can share their device screens in real time with service center advisors, allowing diagnosis of display-related issues, app malfunctions or multimedia playback problems. First introduced in 2021 with Family Hub refrigerators, screen sharing expanded to refrigerators with the 9-inch screen in July 2025; with support for washing machines with the 7-inch screen to follow in September."
Remote assistance
Samsung states that the HRM service enables immediate solutions for straightforward technical issues that would previously have necessitated a technician's visit. For instance, in situations where a washing machine's buttons are non-responsive, an adviser can remotely check whether the Child Lock feature is enabled via HRM, and help the user disable it, potentially resolving the problem without dispatching a technician.
If an in-person visit is necessary, the HRM platform allows technicians advance access to detailed appliance diagnostics, so they can arrive with the appropriate parts and tools. This can reduce the number of visits required and the overall repair time. The capability is particularly relevant for customers in regional areas, where it may take longer to arrange technician visits.
According to Samsung, improving these customer support features is expected to reduce device downtime, enhance the user experience, and set a new standard for global services. The HRM service is designed to scale to further products and territories, indicating Samsung's ongoing focus on connected home support services.
