Notes

2Mins-2mins-2mins
1)Inquiry: The cx called related to e-commerce.
2)Steps Taken: Advised cx that e-commerce specifically will handle the situation.
3)Resources Used: D-tree Contact List
4)Additional Comment/Requirement: N/A
5)Outcome: Provided the cx the direct number for the e-commerce department.


7327896827

1)Inquiry: The cx called related to promotions.
2)Steps Taken: Advised cx that promotions specifically will handle the situation
3)Resources Used: D-tree Contact List
4)Additional Comment/Requirement: N/A
5)Outcome: Transfer to promotions department
1128481100

1)Inquiry: The cx updated the software. When the cx tries to make a phone call, it gets disconnected right away. He needs to switch manually the language from English to Spanish.
2)Steps Taken: Advised the cx to perform the wipe cache partition.
3)Resources Used:
4)Additional Comment/Requirement: N/A
5)Outcome:

4015161732
SM-G955UZKAATT
1)Inquiry:
2)Steps Taken:
3)Resources Used:
4)Additional Comment/Requirement: N/A
5)Outcome:


[email protected]

1)Inquiry: The cx is asking to be transferred to the escalations department because he wanted to ask for a discount when he is going to purchase bulk orders for the s8 phones in behalf of the organization from Africa.
2)Steps Taken: Documented the call and transfer to ecr
3)Resources Used: SharePoint Transfer Codes
4)Additional Comment/Requirement: N/A
5)Outcome: Transfer to ecr

7608512004-----repair IT SHOULD BE EXCHANGED 4142512778
RF7H91CPR3ECIS
RF7H91CPR3ECIS 4142512236
ep-ng930
1)Inquiry: The cx is having problems with the charger of the phone. It will not charge the phone.
2)Steps Taken: Transfer to service request
3)Resources Used: D-tree
4)Additional Comment/Requirement: N/A
5)Outcome: Transfer to service request

[email protected]

357090075218644


7017951500
1)Inquiry: The cx keeps on receiving the dqa message error.
2)Steps Taken: Advised the cx to force the dqa application, restart the phone, clear cache the partition, and lastly perform the factory data reset.
3)Resources Used: Home > DQA keeps stopping Error
4)Additional Comment/Requirement: N/A
5)Outcome:

2164616306
1) Inquiry: CX contacted that phone has purple line on the screen and got replaced by carrier and the issue is same with the replaced one too.
2) Steps taken: No physical and Liquid damage, confirmed FDR steps.
3) Resources used: GCIC, Fast Links
4) Additional comments: CX is asking for replacement of the phone.
5) Outcome: Filed a reference ticket and suggested the CX to contact voice team with the ticket number.

2295638410

1)Inquiry: The cx updated the software two weeks. Then when she got the call, the ringtone changed. That particular ringtone was not in the ringtone section anymore.
2)Steps Taken: Informed the cx to wipe cache partition and do the safe mode.
3)Resources Used: Home > Features > Safe Mode
4)Additional Comment/Requirement: N/A
5)Outcome: The cx will try those suggested troubleshooting techniques possible.



1)Inquiry: The cx is locked out the phone. The cx doesn't remember the pattern associated with it.
2)Steps Taken: Informed the cx to perform the factory data reset on the phone.
3)Resources Used: common articles>factory data reset
4)Additional Comment/Requirement: N/A
5)Outcome:


8568397122- Ronnie murphy, ga question whether Samsung giving out phones to be tested
sm-r322ngwaxar
rfah60ahc9a
1)Inquiry: The cx complained that when he puts his s7 edge to the gear vr, the phone gets extremely hot. As soon as the phone is removed, then it is not hot. The gear vr is extremely overheating.
2)Steps Taken: Transfer to service request
3)Resources Used: D-tree
4)Additional Comment/Requirement: N/A
5)Outcome: Transfer to service request

1.stolen phone--- 1128710495

530752000031290
5307520000031290
758
2144490043
1)Inquiry: The cx wanted to send the phone for repair. The power key doesn't respond at all. The screen is working fine.
2)Steps Taken: Transfer to service request
3)Resources Used: D-Tree
4)Additional Comment/Requirement: N/A
5)Outcome: Transfer to service request

353919061528091

7744255175
1)Inquiry: The customer's friend phone performed the factory data reset on the phone.
2)Steps Taken: Informed the cx to send it in for reflash
3)Resources Used: What Is Device Protection (Samsung Reactivation Lock and Google Factory Reset Protection (FRP))
4)Additional Comment/Requirement: N/A
5)Outcome:


1) Inquiry: Customer called in because she bought an s8 and the headphones didn't come in the box
2) Steps taken: Asked the customer that she must contact Verizon for further assistance but the cx called the Verizon already and the Verizon told her that Samsung can assist her regarding the situation. In the middle of the conversation between Gilbert, Verizon, and the cx, the representative from Verizon told the cx that he will credit the cx for $99.99. But after that the representative hang up. The cx called Verizon called once again and offers the $50 credit for the akg headphones. The cx wanted to get the akg headphones.
3) Resources used: D-Tree
4) Additional comments/Requirements: n/a
5) Outcome: Transfer to ecr for further assistance


SM-G955UZVAVZW

357751080327932


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