Recently, Samsung filed for a trademark called “Samsung Protection Plus” that hints they maybe building towards something similar to Apple Care. After all, it has worked so well for Apple and Samsung could soon be doing something similar. Its deal to open Samsung staffed locations in Best Buy stores is a perfect place to start this concept.
Consumers could buy protection plans from a trusted provider and get access to walk in locations where they could be provided prompt service. This would allow Samsung to control the service experience while taking a bigger chunk of the financial gain. It’s a natural extension to their current strategy and one that makes sense.
However, what differs from Apple is that Samsung makes its OEM parts available for distribution, while Apple does not. Apple restricts its parts while Samsung allows them to be freely purchased. After market repair shops can still offer repairs on Samsung devices making it less compelling to buy a Samsung Protection Plus warranty.
This move would undoubtedly put pressure on third party repair shops but may not be all doom and gloom. Samsung would still have to repair or replace damaged devices. Building a walk in infrastructure for this would be costly at first, which leaves a mail in support system as a start. A walk in process is expensive to support unless you have volume and because Samsung makes its parts freely available, it makes it more difficult for them to compete on price against the local shops. Perhaps they’ll staff the stores with approved third party repair technicians to plug this hole?
Repair shops will have to keep their pricing sharp and continue to service their customers well to stay in the game. Right now, business is strong, but with Apples pending move to do more in house repairs and now Samsung push into the protection plan market, servicers can’t be complacent. Finding new ways to keep customers is extremely important.
Keep providing great service, along with quality repairs and parts. Work for reviews and keep up your social media. If the market tightens up and things shake out, you want to make sure you can extend the life of your business. Find new ways to keep customers even as they upgrade their phones. So many servicers who do well today, take tomorrow for granted. Phones change, markets change, we have to make sure we change too.