Notes

TRANSFER CODES
Promotions 83133
E-Commerce 83134*
Dealer Support 83139
ECR CE Products 83140
Laptop/Notebook/Chromebook/Printer 83141
Home Appliances 83142
J&J Parts 83146
AT&T 83147
Verizon 83148
Sprint 83149
T-Mobile 83150
Note 7 Exchange team 83151
Smart Home 83155
Samsung Pay 83156
Note 7 Recall 83157
WiFi Tablet 83158
ECR IM Products 83159
N7 Product Liability 83152
HHP (Cell Phone) Tech Support 83153
Smart Home/Connect App 83169
Prem Care Claims 83166
Prem Care WCTU Tutorial 83167
Prem Care Billing/Subscripton 83168
Level 2 Tech- Support 83162
Media Solutions 1-855-795-0509
Plano RSI 1-888-495-3382
Samsung Protection Plus 1-866-553-3239
Google 1-855-836-3987
Samsung Canada 1-888-899-7605
KNOX Support 1-888-525-5442
premium care 866-371-9501..

Samsung E-Learning
https://samsung.earlyconnect.com ID: usgccptm1159 Password: tpsamsung1


D-Tree – Trouble Shooting and Fast Links
http://agent.samsungsupport.com/agent/dt/ccc.jsp

GCIC-Decision Tree Link
http://agent.samsungsupport.com/nas/html/policy/stagcic/30850/policy_0718fdf3a8bddc0d6907a1d5d23ad6e80067d4966d972fc2.html

SM-G950UZKAATT SM-G955UZKAATT
SM-G950UZKATMB SM-G955UZKATMB
SM-G950UZKASPR SM-G955UZKASPR
SM-G950UZKAVZW SM-G955UZKAVZW---8+

Thank you for calling Samsung technical support.My name is sravya .Who do i have the pleasure of speaking with today?
How can i assist you today?
Sure,i can definitely help you with that.
Before getting that setup for you,can i get your mobile number pls,so that i can open the profile for you?
Could you pls confirm your first and last name ?thank you for that
I do apologise for the inconvenience that happened to you and dont worry you have reached the right person.
I know,i can certainly understand your frustration about this.
Can i have your imei number so that i can check the device you are having currently and proceed with further steps
What type of problems are you facing with the device currently?
Isit the same phone that you are speaking on now,that has th problems with?

Currently we are experiencing a high volume of calls,it may take longer than normal time.i do appreciate your patience

Walk in Centers. Use customers Zip Code)
1-888-495-3382 - repair center
1-855-795-0509 - Media Solutions
[email protected] (POP)

Factory Data Reset Instructions
1.Simultaneously press and hold the power button + volume up button + home key until the Samsung logo appears, then release only the power button.
2.From the Android system recovery screen, select wipe data/factory reset.
3.Select Yes -- delete all user data
4.Select reboot system now.


**Safe Mode:
Turn the device off.
1. Press and hold the Power key past the Samsung Galaxy S7 edge screen.
2. When "SAMSUNG" appears on the screen, release the Power key.
3. Immediately after releasing the Power key, press and hold the Volume down key.

****Clear Cache Partition****
Turn off the device.
Press and hold the Volume Up key and the Home key, then press and hold the Power key.
When the device logo screen displays, release only the Power key.
When the Android logo displays, release all keys ('Installing system update' will show for about 30 - 60 seconds before showing the Android system recovery menu options).
Press the Volume down key several times key to highlight 'wipe cache partition'.
Press the Power key to select.
Press the Volume down key to highlight 'yes' an press the Power key to select.
When the wipe cache partition is complete, 'Reboot system now' is highlighted.
Press the Power key to restart the device.


***REMEMBER THE HOW TO SECTION

Home > How To > How To Insert And Remove A MicroSD Card (Click “How To” take you to all of the D-Tree’s How To trouble
shooting links)
*** ----------Key Words: D-Tree - Use these to go straight to the issue
Device Lock (Use this to pull up a list of lock features. DEACTIVATION LOCK - SIM LOCK – FINGERPPRINT)
*Device Lock Part 2 (Home > Features > Device Lock > Unable to Unlock Device (Network or Subsidy) – This is used to tell the customer that they need to speak with a carrier to unlock a phone. Example if they are switching from Sprint to T-Mobile)
*Protection (How To Reset Your Device Without Triggering Google Device Protection (Factory Reset Protection) – IMPORTANT – This will give you the google password and account trouble shooting and the 24 HOUR WAITING TIME before they can reactivate)
*Google (Use this to trouble shoot issues with the Google Play Store app or downloading app from the site
*Accessibility (This will bring you to the VOICE ASSISTANT or TALKBACK for people with disabilities. You can find instruction on how to turn it on and off and how it works.)
*Warm (Used for temperature related issues)
*Overlay (Used if a customer has issues with Overlay Errors
*Permissions (Used if the customer has issues with App permissions. Will allow you to change the permissions)
*Apps: Will give you all of the Application based questions and trouble shooting (Most common Freezing and Crashing, Issues with Multiple Apps)
*Battery (Will give you everything from Battery Swelling to Battery Drains to Quickly – Reduced Battery Life)
*LCD (Will take you straight to Bleeding Screen, and Display Screen Cracked, Broken and Chipped
*Dead (Will bring you to Dead Pixel – If there is a line going down the screen. Usually pink or green) If trouble shooting fails. Send for service)
*Sync (Used when a customer is unable to sync accounts or calendars trouble shooting)
*Connectivity (Will bring up all Wi-Fi related articles. Including How to Connect to Wi-Fi)
*Power (Won’t Turn On)
*Features (Will give you different “Gestures” as well as “Game Tools”) Used if the customer needs Pop-Up View, Smart Capture or Palm Swipe Capture (Screen Shots)
*Carrier: (This will bring up a chart of services the respective carrier supports. Like Mobile Hot Spot and VoWi-Fi)

**For service request;
both are closed status
transfer to service req
in sr page, closed,
create asc
ups labeling
new label
give cx 4k ticket.

1) Inquiry:cx called in for s8 promtions of entertainment kit
2) Steps taken: transferred cx to promotions dept.
3) Resources used:dtree
4) Additional comments/Requirements: na
5) Outcome:Transferred cx to promotions dept.
6) Language: (DR Only)na
7) Symptom Description:na
8) NCP Parts Needed:na

Currently we are experiencing a high volume of calls,it may take longer than normal time.i do appreciate your patience

**phone resets itself:
wipe cache
**simulated battery pull:volume down and power

1) Inquiry: cx called in that she had problems in registering for Samsung account and find my mobile.Cx could not be able to register s8
2) Resources used:dtree
3) Steps taken: advised cx to talk to findmy mobile dep
4) Additional comments/Requirements:na
5) Outcome: cx agreed to talk
6) Language: (DR Only)na
7) Symptom Description:na
8) NCP Parts Needed:na

1) Inquiry:
2) Steps taken:
3) Resources used:dtree
4) Additional comments/Requirements:na
5) Outcome:
6) Language: (DR Only)na
7) Symptom Description:na
8) NCP Parts Needed:na


***(15/5/2017)CLOSE WID CONSULTATION
--2165158209
--8173041658
--8162092726
1128999312**

1) Inquiry:
2) Steps taken:
3) Resources used:dtree
4) Additional comments/Requirements:na
5) Outcome:
6) Language: (DR Only)na
7) Symptom Description:na
8) NCP Parts Needed:na

1) Inquiry:
2) Steps taken:
3) Resources used:DTREE
4) Additional comments/Requirements:NA
5) Outcome:
6) Language: (DR Only)na
7) Symptom Description:na
8) NCP Parts Needed:na

5117621503