Notes

1) Inquiry: CCI about his Tab A device. Cx said he was receiving an encrypted message.
2) Steps taken: N/A
3) Resources used: N/A
4) Additional comments/Requirements:
5) Outcome: Transferred cx to advanced tech support
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: Cx said that he was on the phone with a Samsung representative and his line got disconnected in the middle of setting up a service request. Cx wanted to know if UPS Label and order was complete
2) Steps taken: Advised cx to check his email if he received UPS Label
3) Resources used: GCIC
4) Additional comments/Requirements:
5) Outcome: Cx received his UPS Label and provided cx with Ticket #4143538404. Cx is aware of turn around time and explained instructions on how to send device in. Advised cx that POP is needed for software reflash.
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: CCI about her S5 device. Cx is locked out of her device with a password lock.
2) Steps taken: Advised cx to log into findmymobile.samsung.com
Advised cx about FDR
3) Resources used: findmymobile.samsung.com
4) Additional comments/Requirements:
5) Outcome: Cx wasn't able to log into findmymobile.samsung.com. Cx said she was going to check her options with Samsung experience center. Cx wasn't interested in FDR
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A
354691068528007
8179753828

1) Inquiry: CCI about her S7 Edge device. Cx said that she kept getting a message that her storage is full. Cx recorded few videos on her device but she's not able to locate where her videos are.
2) Steps taken: Advised cx to connect her device with computer and check to see if there is she's able to see it in DCIM
3) Resources used: GCIC
4) Additional comments/Requirements:
5) Outcome: Cx wasn't able to view her device after connecting to desktop. Advised cx that Tier 1 has exhausted all resources and will transfer to advance tech support (Tier 2) to check other options
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: CCI about his S7 device. Cx said majority of his contacts were deleted out of his device. Cx said he placed his device on charge and when he came back he noticed his contacts list only had 44 contacts left in his contact list.
2) Steps taken: Advised cx to check contacts settings>>display all contacts
Advise cx to log into his gmail account and undo changes>>restore contacts
3) Resources used: GCIC
4) Additional comments/Requirements:
5) Outcome: Cx was to restore his contacts from his Gmail account
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: CCI about her S7 device. She said he lost her phone and when she tried logging into findmymobile.samsung.com she isn't able to locate the device. Cx was speaking to Verizon representative and she told cx to erase information.
2) Steps taken: N/A
3) Resources used: N/A
4) Additional comments/Requirements:
5) Outcome: Advised cx that there's no way for Samsung to located device.
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: CCI about his S7 device. Cx was locked out of his device with a pin lock.
2) Steps taken: Advised cx to log into findmymobile.samsung.com
Advised cx for a FDR
3) Resources used: findmymobile.samsung.com
4) Additional comments/Requirements:
5) Outcome: Cx wasn't able to log into findmymobile.samsung.com. Cx wasn't interested in FDR. Cx said he was going to contact Google.
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A
089656935104261251
7084466524

1) Inquiry: CCI about his Gear 360 device. Cx said that one of his lens shows a tint of purple.
2) Steps taken: Advised cx that he send device in for service request or he can send in for exchange
3) Resources used: N/A
4) Additional comments/Requirements:
5) Outcome: Cx said he would like to speak to promotions and see his options in getting an exchange
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: CCI about her S6 device. Cx is stuck on the Android Recovery menu. Cx's power button is not functioning. Cx isn't able to do anything with the device since the power button doesn't work.
2) Steps taken: Advised cx that she can send device in for service request
3) Resources used: GCIC
4) Additional comments/Requirements:
5) Outcome: Cx will be sending device in for service request. Explained to cx about warranty policy. Explained to cx about UPS label, turn around time and provided instructions on sending in device.
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A
256691544805407527

1) Inquiry: CCI about her S7 device. Cx was locked out of her device with password lock. Cx said phone is not shutting off.
2) Steps taken: Advised cx to log into findmymobile.samsung.com
Advised cx about Hard Reset/FDR
3) Resources used: findmymobile.samsung.com
4) Additional comments/Requirements:
5) Outcome: Cx wasn't able to log into findmymobile.samsung.com. Cx wasn't able to FDR device because her device wasn't able to shut off. Cx will be sending device in for service request. Explained cx about UPS Label, turn around time and provided instructions on how to send device in.
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: CCI about her S7 Edge device. When cx makes calls the recipient isn't able to hear her.
2) Steps taken: Advised cx to wipe cache partition on device.
Advised cx to send device in for service request
3) Resources used: GCIC
4) Additional comments/Requirements:
5) Outcome: After wiping cache partition, cx's device went out of charge. She said she will charge her phone and see if her sound works. IF not, cx will be calling back to set up for service request.
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A
358521070223014
7344442544

1) Inquiry: CCI requesting for Product Key for Gear 360. Cx received device from Samsung as a promotion offer
2) Steps taken: N/A
3) Resources used: N/A
4) Additional comments/Requirements:
5) Outcome: Transferred to promotions department
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A

1) Inquiry: CCI about her S7 device. Cx said the device wasn't charging. The device is not responding to touch.
2) Steps taken: Advised cx hard reset device since her power button wasn't functioning on
Advised cx to wipe cache partition on device
3) Resources used: GCIC
4) Additional comments/Requirements:
5) Outcome: After hard reset and wiping cache on device, cx was able to navigate her phone.
6) Language: (DR Only) N/A
7) Symptom Description: N/A
8) NCP Parts Needed: N/A