Now available in 122 countries and 17 languages, HRM delivers faster, more seamless customer support across borders
Pictured: Samsung’s Home Appliances within the SmartThings ecosystem. Image simulated for illustrative purposes. Not all depicted products are available in Australia. Cables not shown.
Samsung Electronics Co., Ltd is expanding it Home Appliances Remote Management (HRM) service globally, enhancing the remote diagnostic and troubleshooting experience for smart appliances users around the world. The service is now active across 122 countries including Australia, with support for 17 languages, enabling seamless support for a wide global customer base.
HRM is a service that connects SmartThings-connected appliances to Samsung’s service network, maintaining a continuous record of device conditions and enabling real-time monitoring through the service center[1]. With customer consent, advisors at service centers can remotely access diagnostics data – including refrigerators’ inner temperature levels, dryers’ moisture levels, or air conditioner cooling performance – and provide solutions or guidance to solve issues[2].
HRM has been used in remote customer support since 2020 in Korea, and was piloted across 10 countries in 2024. This year, the service has officially rolled out globally across 122 countries, supporting refrigerators and washing machines. To facilitate successful global rollout, Samsung has expanded HRM’s multilingual support from English and Korean to 17 languages in total – including Spanish, Portuguese, German, French, Russian, and Czech[3].
“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.”
Enhancing Service for Screen Appliances
In line with the expansion of screen-equipped appliances like Bespoke refrigerators and washing machines, Samsung has also introduced a screen-sharing feature to enhance diagnostic capabilities. For various screens of 7-inch, 9-inch, and Family Hubs[4], 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[5].
Immediate Solutions and Reduced Service Visits through Remote Assistance
Samsung’s HRM service will help to improve the efficiency of customer care by enabling real-time remote solutions for simple product issues that previously required in-home technician visits. For instance, if a customer is reporting that their washing machine’s buttons are not responding, an advisor will be able to diagnose whether the Child Lock setting is active through the HRM system. With simple guidance on how to disable the setting, the problem could be solved without a technician visit.
In cases when an on-site visit is ultimately necessary, HRM improves the experience by allowing technicians to review detailed diagnostic data in advance. They are able to arrive at the site prepared with the correct parts and tools, reducing repeat visits and significantly shortening repair time. This makes HRM especially effective in regional towns where traditional technician visits may face delays.
With the continued expansion of customer support solutions like HRM, Samsung is realising more convenient and efficient ways to care for home appliances – helping to reduce downtime, enhancing the user experience and setting new Samsung standards for global service. As HRM reaches more countries, languages and product categories, Samsung remains committed to delivering smarter, more connected care for the homes of the future.
[1] HRM is supported on SmartThings-enabled models released after 2019. Users must download the SmartThings app available on Android and iOS devices. A Wi-Fi connection and a Samsung account are required.
[2] In Australia HRM supports refrigerators and washing machines only. Support varies across regions.
[3] Supported languages include Korean, English, French, Italian, Spanish, Portuguese, German, Vietnamese, Hebrew, Turkish, Chinese, Polish, Arabic, Indonesian, Thai, Russian, and Czech.
[4] SRF9900BFH, SRF9800BFH, SRF9400BFH, SRS7900BFH, SRS6800BFH, SRS6500BA, WD18DB8995BZ, WF90F19ADSSA, and DV90F17CDSSA
[5] Available in countries selling each product.