Samsung Expands Home Appliance Remote Management Service to 122 Countries

Samsung offers remote diagnostics for select smart home appliances through its Home Appliance Remote Management (HRM) service. The company recently announced that the service is now available in 122 countries across 17 languages. This expansion allows the Korean firm to deliver faster and seamless customer support around the world.

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Samsung HRM service offers remote support for smart home appliances

HRM connects SmartThings-enabled appliances to Samsung’s service network. This makes it easier for the company to keep track of product condition in real-time. Once you give your consent, service advisors can access diagnostic data such as refrigerators’ inner temperature levels, dryers’ moisture levels, and air conditioner cooling performance. The advisor then provides solutions or guidance to fix issues remotely.

Samsung first used HRM for remote customer support in South Korea in 2020. Last year, the company began testing the service across 10 countries, and it is now officially available in 122 countries. Globally, HRM currently supports refrigerators and washing machines. However, in its home country, the service covers other appliances as well, including dryers, air conditioners, cookers, vacuum cleaners, and dishwashers.

“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.”

Screen-sharing feature makes remote diagnostics faster

Samsung says that it offers a screen-sharing feature to improve diagnostic capabilities. If you have screen-equipped appliances, such as Bespoke refrigerators, you can share the device’s screen with a service advisor in real time. This allows service advisors to diagnose display-related issues, app malfunctions, or multimedia playback problems. Introduced in 2021 for Family Hub refrigerators, this feature expanded to 9-inch refrigerators in July 2025. The company now promises to make it available for a 7-inch screen washing machine next month.

It’s good to see that Samsung is making efforts to fix simple issues remotely, so a technician does not need to visit. The company says it is continuing to expand customer support solutions like HRM, providing more efficient ways to care for home appliances. This will not only reduce downtime but also improve the user experience and set new standards for global service.

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