Useful Template

8/7/2019 Useful Template

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Quiting is when you put a permanent solution to a temporary problem.

OTSL - one time subsidy lockMSL - Master Subsidy LockIMEI - International Mobile Equipment IdentityESN - Electronic Serial NumberRMA - Return Merchandise Authorization

[email protected]

Samsung Telecommunications of America ensures complete confidentiality concerning sensitive information.

SPH-A120CABDYN IPSWITCH: [email protected] (password: password)

SPH-A110ZWADYN 21012 14011 24002 35255 02110 03230 03223

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4908 back cover employee number-informed BP that it's a default setting on the phone and there is no configurable option to change it at the moment. However we are currently trying to find afix or an update to solve the issue and we will post it in our website samsung.com. Advised BP to log on to our website fromn time to time for any update.

==================================================109715636 / 115694669 Generic Ticket

-advised BP to send in the phone for repair or if the phone is insured take it to her insurance company for they may be able to replace the phone.

-BP said if she is going to send in the phone she will be without a phone. Advised BP to call AT&T and ask them for a loaner phone but BP said AT&T told her tocall Samsung because we can replace her phone or provide her with a loaner phone. Informed BP that we do not provide loaner phone but we can repair her phone. BP said it's ridiculous then hanged up.

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SAMSUNG EPIX

BP cannot connect through wifi using the phone.

-helped Bp with the steps below:1. Click Start and Click Settings.2. In Settings, select the Connections tab and tap Proxy Manager3. By default Do not use a proxy server is unchecked.4. Check Do not use proxy and it will disable Internet explorer from using proxy

address.5. Click OK to save changes made to this window.

++++++++++++++++++++++++++++++++++++++++++++++++++ (1-866-304-4980 jitterbug warm transfer)

-there was no information as to the status of repair on BP's phone except for the expected date of repair (04/24/2009) but didn't inform BP about this.

++++++++++++++++++++++++++++++++++++++++++++++++++


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-informed BP that SMS is a network dependent feature. Advised BP to call AT&T and talk to a Level 2 technician and ask the technician to reconfigure his/her SMS

settings. BP agreed.

++++++++++++++++++++++++++++++++++++++++++++++++++

-Transferred BP to Level 2 for further help because agent was not able to find any resource to help BP either from Behind the Blue or samsung.com

-Transferred BP to Level 2 for further help because agent had run out of optionsto help BP with his/her concerns.

-Transferred BP to Level 2 for further help because agent had no training with regards to BP's concern.

-Transferred BP to Level 2 for further help because agent was not able to find the support code from microsoft.com error and support code troubleshooting site.

-Transferred BP to Level 2 for further help because Behind the Blue and samsung.com is not working in our end.

sergeo extension 111317

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-advised BP that after he downloaded the software try to sync again and call back for any issue. BP agreed to do as instructed.

-advised BP that after she downloaded the software try to sync again and call back for any issue. BP agreed to do as instructed.

++++++++++++++++++++++++++++++++++++++++++++++++++

-BP was transferred to L2 without any transaction ticket for the day.

-BP was transferred to L2 without any transaction ticket for the day. There wasno profile either.

-BP was transferred to L2 without a profile.

-BP was transferred by an AT&T rep directly to L2 queue without any profile or ticket for the day.

-BP was transferred to L2 even when he is using the phone concerned.

-instructed BP to call back at an earlier time tomorrow so we can transfer him to Level 3 for further help because it's already closed at the time of this call.

Gave BP the office hours of Level 3. BP agreed to call back.

-instructed BP to call back at an earlier time on Monday so we can transfer him/her to Level 3 for further help because it's closed at the time of this call. Gave BP the office hours of Level 3. BP agreed to call back.

++++++++++++++++++++++++++++++++++++++++++++++++++

-BP said that the file format of the songs are WMA and informed BP that her phone supports MP3s so she needs to convert those songs to MP3. BP asked for a samsung s/w and informed BP that we don't have that s/w but she can try yahoo or google. BP agreed.


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++++++++++++++++++++++++++++++++++++++++++++++++++

HERE'S THE DST LINK FOR THE BLACKJACK

http://www.microsoft.com/windowsmobile/daylightsaving/default.mspx

Informed Bp that this link will lead them to microsoft.com and will be guided byan instructional wizzard for the steps.

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Helped BP with the steps below: PLEASE CHECK 2003953381

________________ _______ http://www.melissadata.com/lookups/zipstreet.asp

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Informed BP that he/she cannot set 3rd party ringtones on his/her phone. The only ringtone that he/she can only set ringtones that came with the phone or the ringtones from the service provider.

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HOW TO GET THE HARDWARE AND SOFTWARE FOR THE SCH-I760

KEY SEQUENCE : START > SETTINGS > SYSTEM TAB > VERSION

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HOW TO RESET THE i760 TO FACTORY DEFAULT SETTING________________________________________________

Factory Defaults: Start. Settings, Phone, Security, Select Clear All Data, (Password), OK

=======================

hard RESET on the SCH-i760

Caution!: Before Resetting the handset, contact your Wireless Carrier. Invokingthis Reset may erase settings made by your Wireless Carrier from the handset, resulting in loss of service.

Verizon Wireless Contact Information:

Online: http://www.verizonwireless.comBy Phone: 888-466-4646You can reset your phone s settings and clear all data/applications from handset s internal memory by using the Reset button in conjunction with the Action key. This action resets the handset to its factory default settings, ends all applications currently running, and deletes all data (pics/video/contacts/etc.) from the handset.

To hard reset the SCH-i760 handset follow the steps below:

Slide open the Qwerty keyboard then rotate the handset into landscape modeSimultaneously while pressing the Action key insert a thin blunt object (such as


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the stylus) into the red reset hole for a few seconds

========================== SCH-i760 SW/HW/PRL==================

SW/HW/PRL Key Sequence: Start> Settings> System Tab> Version

===============================================================

Verizon SCH-i760 Programming

TTY: Start>Settings>Personal Tab> Phone>Services Tab> Services > TTY > Change Setting

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HOW TO GET THE ESN OF THE SPH-M620 or the UPSTAGE

1. ##ESN# or ##376#2. Menu >> Settings >> Phone Info >> Phone Label

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3000 E Plano ParkwayPlano, Texas 75074

============================

BP# for AIRAVE 109568953

-there was no information except for the expected date of repair on BP's phone 08/07/2009 but didn't inform BP about this.

-transfer BP to PRS for further help.

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BATTERY ISSUES______________

1. Battery Provides Over 1 hour of Talk Time.2. Battery Provides Over 24 Hours of Stand-By Time.4. Phone and battery have no physical damage.5. BP has not used third party charger or battery with the phone.6. The charger indicator light does remain constant while plugged in.7. Advised BP that proof of purchase must be included in the box with the battery and that battery cannot be sent first.8. Advised BP that battery will be tested and returned if no problems are found.

Advised BP to send in the battery for repair or replacement, verified BP's shipping address, created accessory RMA, informed BP of 5-7 business days TAT but not

including shipping and provided BP with the RMA NUMBER then transfer BP to ACCESSORY IVR (103095 / 106001) for instructions on how to send in the charger. Informed BP he can press 9 if he missed anything on the IVR instructions for him to

hear the recording again. BP agreed.

Advised BP to send in the battery for repair or replacement, verified BP's shipping address, created accessory RMA, informed BP of 5-7 business days TAT but not

including shipping and provided BP with the RMA NUMBER then transfer BP to ACCESSORY IVR (103095 / 106001) for instructions on how to send in the charger. Inf


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ormed BP she can press 9 if she missed anything on the IVR instructions for herto hear the recording again. BP agreed.

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CHARGER ISSUE_____________

1. Has the phone or charger been exposed to liquid? No2. Is there any physical damage to the phone or charger? No3. What color is the light on the charger? No Lights4. Does the BP use a 3rd party charger? No5. Are the wires exposed on the cord? No6. Does the charger get hot when charging? No7. Has the BP tried another outlet? Yes8. What happened when they tried the other oulet? It still does not work9. Has BP tried another battery? Yes10. Has BP tried reseating the charger/cradle? Yes

Advised BP to send in the charger for repair or replacement, verified BP's shipping address, created accessory RMA, informed BP of 5-7 business days TAT but notincluding shipping and provided BP with the RMA NUMBER then transfer BP to ACC

ESSORY IVR (103095 / 106001) for instructions on how to send in the charger. Informed BP he can press 9 if he missed anything on the IVR instructions for him to

hear the recording again. BP agreed.

Advised BP to send in the charger for repair or replacement, verified BP's shipping address, created accessory RMA, informed BP of 5-7 business days TAT but not

including shipping and provided BP with the RMA NUMBER then transfer BP to ACCESSORY IVR (103095 / 106001) for instructions on how to send in the charger. Informed BP she can press 9 if she missed anything on the IVR instructions for herto hear the recording again. BP agreed.

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Advised BP to send in the phone for a "REFLASH", verified BP's shipping address,created RMA, informed BP of 5-7 business days TAT but not including shipping an

d provided BP with the RMA NUMBER then transfer BP to IVR (103090 / 106001) forinstructions on how to send in the phone. Informed BP he/she can press 9 if he/she missed anything on the IVR instructions for him/her to hear the recording again.

SAMSUNG RMA c/o RSI1000 Klein Road Ste 200Plano, Texas 75074

Informed BP of 5-10 business days TAT.Informed BP to send the phone only. No accessories, batteries or SIM.Told BP to write RMA number on at least 3 sides of the box.Advised BP to use a shipping service that will provide tracking number and insurance because Samsung will not be responsible for shipping loss.Advised BP that the phone will be reset to the original factory settings after the repair.Confirmed the best contact info that we can call back and the best address where

we can send back the phone.

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1. Has the phone been exposed to liquid? No2. Is there any phsyical damage to the phone? No


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6. What carrier does the EU subscribe to? AT&T9. Does the EU use 3rd party equipment? No

Advised BP to send in the phone for a repair, verified BP's shipping address, created RMA and provided BP with the RMA NUMBER then transfer BP to IVR (103090 /106000) for instructions on how to send in the phone. Informed BP he can press 9

if he missed anything on the IVR instructions for him to hear the recording again. Informed BP of the 5 to 10 business days turn around time time for the repair. Informed BP that the E-label will only be valid for 10 days.

Advised BP to send in the phone for a repair, verified BP's shipping address, created RMA and provided BP with the RMA NUMBER then transfer BP to IVR (103090 /106000) for instructions on how to send in the phone. Informed BP she can press9 if she missed anything on the IVR instructions for her to hear the recording again. Informed BP of the 5 to 10 business days turn around time time for the repair. Informed BP that the E-label will only be valid for 10 days.

Advised BP to send in the phone for a repair and informed BP that his phone is already OOW and there will be an initial charge of $70.36 and if there will be ad

ditional charges our repair center will give him a call, informed him of the charges before proceeding with the repair. Informed BP of the 5 to 10 business daysturn around time for the repair. Informed BP that the E-label will only be vali

d for 10 days.

Advised BP to send in the phone for a repair and informed BP that her phone is already OOW and there will be an initial charge of $70.36 and if there will be additional charges our repair center will give her a call, informed her of the charges before proceeding with the repair. Informed BP of the 5 to 10 business days

turn around time for the repair. Informed BP that the E-label will only be valid for 10 days.

BP has no email so informed BP that he will shoulder the one way shipping of hisphone to our repair center. BP understood and agreed to send it in at his own e

xpense.

BP has no email so informed BP that she will shoulder the one way shipping of her phone to our repair center. BP understood and agreed to send it in at her ownexpense.

==============================================================================5622286962

LCD/SCREEN ISSUES----------------- 5490353751476622 836

1. Is the BPs screen cracked? no2. Has the BP dropped the phone? NO3. Does the back light come on? yes4. Is there a ink spot on the screen? no5. Which LCD is not working? Outside LCD6. Is the screen discolored? No7. Does the Carrier LOGO appear when you turn on the phone? Yes8. Is there lines on the screen? No9. Is the screen issue intermittent? Yes10. If you close and open the flip does the screen come back on? Yes 428

Advised BP to send in the phone for a repair, verified BP's shipping address, created RMA and provided BP with the RMA NUMBER then transfer BP to IVR (103090) for instructions on how to send in the phone. Informed BP he/she can press 9 if he/she missed anything on the IVR instructions for him/her to hear the recording


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again.

Gave BP the address of the service center:SAMSUNG RMA c/o RSI1000 Klein Road Ste 200Plano, Texas 75074

Informed BP of 5-10 business days TAT.Informed BP to send the phone only. No accessories, batteries or SIM.Told BP to write RMA number on at least 3 sides of the box.Advised BP to use a shipping service that will provide tracking number and insurance because Samsung will not be responsible for shipping loss.Advised BP that the phone will be reset to the original factory settings after the repair.Confirmed the best contact info that we can call back and the best address where

we can send back the phone.

==============================================================================ab553446gz

Referred BP to Sprint (1-888-788-4727)Referred BP to Verizon (800-922-0204)Referred BP to AT&T (1-800-331-0500) or (1-800-888-7600)Referred BP to T-mobile (1-800-937-8997)

Referred BP to Great Call (1-800-733-6632)Referred BP to MCI (1-800-254-8991)Referred BP to Excel (1-877-392-3500)Referred BP to Cellular One (1-800-934-3996)

Referred BP to Cenetennial Wireless 1-972-392-600Referred BP to Cricket (1-800-274-2538) or 1-800-CRICKETReferred BP to Alltel (1-800-635-0304)Referred BP to Liberty (1-888-919-7692)

Referred BP to Quest wireless (1-800-223-3131)Referred BP to Cincinnati Bell (1-888-391-3925)Referred BP to Suncom (1-800-786-7378)Referred BP to Pocket Communication (1-800-781-19-85)Referred BP to UK support (1-0870-726-7864)

CANADIAN SERVICE PROVIDERS:Referred BP to Canada Support 1-905-542-3837Referred BP to Bell Mobility 1-800-667-0123Referred BP to Rogers 1-800-565-6009Referred BP to TELUS 1-877-253-2763

Referred BP to Hong Kong Support Number (852-2862-6001)Referred BP to Korean Support 1-8202-1588-3366Referred BP to US Cellular (1-888-944-9402)Referred BP to Great Call (1-800-733-6632) for Jitterbug 108374Referred BP to Motorola (1-888-863-8768)

Referred BP to Cool Wireless Inc (7183047673)Referred BP to METRO PCS (1-888-863-8768)Referred BP to NOKIA (1-888-668-4228)Referred BP to Revol Wireless (1-866-678-0266)Referred BP to China Customer Support (010-951-6900)

Referred BP to MCI (1-800-254-8991)


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Referred BP to DISNEY MOBILE CUSTOMER CARE NUMBER (1-888-879-0611)Referred BP to HELIO (1-800-435-4675)Referred BP to UPS (1-800-742-5877)Referred BP to MOJO Wireless (1-866-678-0266)Referred BP to Plantronics (JABRA) 1-800-544-4660Referred BP to Sony Erickson 1-866-837-7290Referred BP to Sanyo 1-800-726-9670Referred BP to LG Mobile 1-800-793-8896Referred BP to Microsoft 1-800-642-7676Referred BP to PALM 1-800-881-7256Referred BP to Nextel Mobile 1-888-226-7212Referred BP to STI Mobile 1-800-784-6099Referred BP to SHARP 1-800-237-4277 / 1-800-BE-SHARP (237-4277)Referred BP to Page Plus 1-800-550-2436Referred BP to TELENAV 1-888-353-6284Referred BP to Blackberry 1-888-519-7465Refer BP to Hewlett Packard 1-800-474-6836Referred to Virgin Mobile (1-800-209-4444)Page plus (800) 550-2436

Referred to FEDEX (1.800.GoFedEx or 1.800.463.3339)Informed BP of Samsung Customer Care Number (1-888-987-4357) or (1-800-726-7864)

Transferred BP to Phone Repair Status 122460

Transferred BP to Level 2 (9-1-888-480-5670)OPEN only until 9:45am Manila on weekdays & 5:45am Manila on Saturdays.

Transferred BP to RMA Payment Dept. (122463)

Transferred BP to Accessory Sales Dept. 1-800-757-0280

Transferred BP to Accessory RMA Dept. 122464

Transferred BP to Escalation Dept. (9-1-888-480-5672)

Transferred BP to Spanish Queue 122459

Transferred BP to ECR (1-888-444-7949)

Transferred BP to Level 3 (1-888-614-0897)

-advised BP to fax the POP to FAX Number 469-241-4774

Rebate customer care # 1-888-709-7079

Samsung Public Relations Dept. 108375

Product Liability (ECR) 108374

MONDI call transfer to L3 1-877-741-9955>>> Technical - WiMax - (BP's concern)

Referred BP to page plus (800) 550-2436Referred BP to TracFone 1-800-867-7183Referred BP to Straight Talk 1-877-430-CELL (2355)Referred BP to Intellus 1-877-974-1500Referred to Viaero Wireless 1-877-484-2376

Referred BP to -NTELOS = 1-877-468-3567


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Referred to UPS Support 1-800-333-7400 / 1-800-PICK-UPS (742-5877)

Accessory Rebate Linkhttps://securetrack.rebatetrack.com/promocenter/sta/track.html-transfer BP to Headset Rebate Dept. (1-888-709-7079)

IT Dept. 315911

==============================================================================110363072 TC Vince save ko daw

PHONE / BATTERY / CHARGER ISSUE_______________________________

-instructed BP to go to his/her service provider and ask them to try another battery and charger for his/her phone just to isolate that the issue is either thephone, the battery, or the charger and call us back so we can further help him/her. BP agreed to do as instructed.

===================================================Informed BP that it is a power saving feature of the phone and there is no configurable option to change it. The issue is solved.

===================================================

Advised BP to call back, if at all possible using another phone, and provide uswith the IMEI/ESN number of the phone so we can further help her/him. Instructed

BP how to get the IMEI/ESN number of the phone. BP agreed to call back.

Advised BP to call back and provide us with the IMEI/ESN number of the phone sowe can further help her/him. Instructed BP how to get the IMEI/ESN number of the

phone. BP agreed to call back.

Advised BP to call back, if at all possible using another phone, so we can further help her/him. BP agreed to call back.

=================================================== 117630107 Mkulet na BP withAngge

NON-SUPPORTED PRODUCT_____________________

Advised BP to contact his/her service provider or the place of purchase for further help with his/her phone because it's not in our database or the IMEI/ESN isinvalid.

=================================================== 9737424747HEADSET

Is there any physical damage to the headset? NoIs the headset exposed to any type of liquid? NoHas the headset been dropped accidentally? No

Advised BP to send in the headset for repair or replacement, verified BP's shipping address, created accessory RMA and provided BP with the RMA NUMBER then transfer BP to ACCESSORY IVR (103095) for instructions on how to send in the headset. Informed BP he/she can press 9 if he/she missed anything on the IVR instructions for him/her to hear the recording again. Advised BP to send in a copy of thePOP and everything that came in the box with the headset. BP agreed.


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======================================================

BLUETOOTH CONNECTION:____________________

Inform BP that there is always an issue of compatibility, that means his/her Samsung phone may or may not be compatible with the motorola phone but assured BP that we will try to connect or pair the two.

===================================================

C417 cannot connect to other phones through BLUETOOTH:

Informed BP that his/her phone does not have the "object push profile" capability and it cannot be connected or paired with other phones through bluetooth. Thebluetooth feature of the phone can only be used with the hands free purposes orthe car kit. BP understood.

===================================================BP will not provide agent with any personal information even if agent offered the creation of profile twice.

BP refused to provide agent with any personal information even if agent offeredthe creation of profile twice.

BP cannot provide agent with the phone model even if agent asked for it.

===================================================RMA000281515

Phone Lock/Device LOck Issue

Instructed BP to press "00000000" but it didn"t solve the issue.

-Advised BP we can do a Custom Reset on the phone and informed BP that it will reset the phone to the original factory default settings and all user data will be permanently erased including pictures, video, music, messages, contacts, and downloaded applications stored on the phone s memory only. BP agreed to do the reset. Instructed BP to remove the SIM card from the phone, put back the battery inthen turn on the phone. BP said there is a message "Insert SIM." Advised BP to ignore it.

Instructed BP to press *2767*2878# but it didn't solve the issue.

and BP got the message "Unsupported Characters"

-Advised BP we can do a Full Reset on the phone and informed BP that it will reset the phone to the original factory default settings and all user data will bepermanently erased including pictures, video, music, messages, contacts, and downloaded applications stored on the phone s memory only. BP agreed to do the reset.

Instructed BP to remove the SIM card from the phone, put back the battery in then turn on the phone. BP said there is a message "Insert SIM." Advised BP to ignore it.

Instructed BP to press *2767*3855# but it didn't solve the issue.

-Advised BP to send in the phone for a reflash or go to his/her service providerto have a reflash on the phone. BP agreed.


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===============================

CAMERA RESET

-advised BP we can try a camera reset. Instructed BP to press *2767*226372#

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Phone Lock/Device LOck Issue for CDMA PHONES

Advised BP to try 0000 but it didn't work.

Advised BP to try the last 4-digits of his/her phone number but it also didn't work.

Advised BP to try and the issue is solved.

Advised BP to try but also it didn't work. Advised BP to send in the phone for areflash or take the phone to the service provider and have it reflashed. Also a

dvised BP that if the phone is insured take it to the insurance company and tehywill also replaced the phone. BP said he will take it to the service provider.

=============================================================

Offered BP a HARD RESET for the BLACKJACK phone and informed BP that it will reset the phone to the original factory default settings and all user data will bepermanently erased including pictures, video, music, messages, contacts, and downloaded applications stored on the phone s memory only. BP agreed to do the reset.

-Instructed BP to turn off the phone and remove the SIM card, and attached the battery again but don't turn on the phone-instructed BP to press and hold the power button together with the "up" navigational button-the phone asked if BP wants to continue with the reboot, if yes press 1-instructed BP to press 1-phone ask if BP wants to lose all data saved on the phone, press "Y" for yes or

"N" for no. BP said yes.-Instructed BP to press "Y"-the phone reboots by itself-when the screen shows invalid SIM or Missing SIM, instructed BP to turn off the

phone, insert the SIM card and the battery then turn the phone on-the phone is reset-the issue is solved

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MANUAL

-informed BP that Samsung supports the Going Green Project and the Save the Earth Movement that's why we don't provide a hard copy of the manual since we are trying to minimize the cuting down of trees. Advised BP to download the manual from samsung.com. BP understood.

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NCK SPIEL

-informed BP that we don't have the NCK (Network Control Key)for his phone and only AT&T can give it to him and they don't share that even with Samsung. BP asked why did AT&T refer him to Samsung? Agent advised BP to put agent on hold then


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call AT&T and have a conference call so agent can inform AT&T that we don't havethe NCK for his phone.BP did as instructed, placed agent on hold then called upAT&T.

-when BP got back on the line

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SGH-I907 - EPIX Notification Fix Installation Help Guide

The Samsung SGH-I907, known as the EPIX, supports multiple methods of notifications for events through visual and audio alerts. By implementing power saving techniques, a side effect that disables audio alerts was noticed. Samsung has developed a software patch which will now enable the EPIX to provide audible notifications alerts for your emails when the device enters an unattended power saving mode.

Note: A previously established PC connection is required to apply the update tothe mobile phone using the below instructions.

* Downloading the Patch* For ActiveSync* For Windows Mobile Device Center* On The EPIX

Downloading the Patch

Click here to be taken to the Software download page. If the link does not work,it may be obtained through the below process.

* To obtain the fix, please visit www.samsung.com/download* Click search by model number and enter EPIX* Click on the Software tab* When downloading the file from the website choose "Save as".* Save the file to your Desktop for easy navigation.

For ActiveSync

1. Start an ActiveSync session and click on Explore2. Find the file EPIX_Notification_Patch.cab saved to your Desktop3. Click and drag the cab file into the Mobile Device / My Documents folder

For Windows Mobile Device Center

1. Start a Windows Mobile Device Center session, go to File Management and click on Browse the content of your device.

2. Find the file EPIX_Notification_Patch.cab saved to your Desktop3. Click and drag the cab file into the Mobile Device / My Documents folder

On The EPIX

1. On the EPIX, select Start2. Select Programs3. Select Applications4. Select File Explorer5. Select Applications6. Locate the file named EPIX_Notification_Patch.cab and select it.

7. Select Ok to restart your device.


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Note: This patch will need to be re-installed whenever completing a hard reset.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

How Do I Delete Previously Rejected Phone Numbers On My SGH-a707?_________________________________________________________________

To delete previously rejected phone numbers follow the steps below:

While in standby mode, press the left soft key for MenuSelect SettingsSelect Call Settings (5)Select All Calls (1)Select Auto Reject (3)Highlight Auto Reject List, using the navigation keysPress the center navigation key to view the Auto Reject ListHighlight the phone number to delete, using the navigation keysPress the left soft key for OptionsSelect Delete (4) to delete the phone number from the Auto Reject List

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How Do Pair My SGH-a707 WIth A Bluetooth Device?

To pair the SGH-a707 handset with your Bluetooth Device, follow the steps below:

Instructed BP to press and hold the multi-function button of the headset for 8-10seconds until the light was a solid blue.

While in standby mode, press the left soft key for MenuSelect Settings (9)Select Connectivity (6)Select Bluetooth (1)Select My Devices (2)Search for the Bluetooth device by pressing the left soft key for SelectPress the left soft key for Yes to Activate Bluetooth & start the searchHighlight, using the navigation keys, the desired Bluetooth Device and press the

left soft key for SelectEnter Pin "0000" press left soft key for OK, you will get a brief message stating connecting followed by connectedAfter being connected you will return to the "My Devices" screen

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Informed BP that Samsung has certified and highly trained technicians who perform the following process for every device that enters our repair facility regardless of the repair:

1) phone is evaluated by technician2) phone is triaged3) phone is evaluated by a technical supervisor4) phone goes through quality assurance check

=============================================================

Here are the instructions on how to fine the user manuals.

Go to www.samsung.comClick on SKIPClick on CONSUMER( TOP of the Page)


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Click on MOBILE PHONEClick on PRODUCT FINDER (on the LEFT side of the page)Click on FAQ's/ KNOWLEDGE BASE ( on the RIGHT side of the page)*** If you get a POP-UP BLOCKER, please allow the TEMP Block***Click on USER MANUAL (all the manuals for that SP will pull up)

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RMA / ACCESSORY

1. In regards to Verification: Obtain and Verify the Business Partner Information, you are now also required to ask if you are speaking with an actual customer, service provider, or dealer. (15 points)

2. If dealer request to create an RMA, please make sure that you are referringthem to the appropriate website: service.samsungwireless.com

If the dealer is needing to place an accessory order, please make sure thatyou are referring them to: samsungwireless.com/dealer

=============================================================Advised BP that there is always the issue of compatibility and his/her Samsung phone may or may not work with his/her motorola bluetooth headset but assured BPthat we will try to connect or pair the two.

Bluetooth WEP 200

Help BP with the steps below:

How Do I Set The WEP200 To Discoverable Mode?

-Ensure that the headset is off.-Press and hold the Multi-Function button until the indicator light turns on solid blue (approximately 8 seconds).-On the phone go to menu then settings then bluetooth.-Turn on the Bluetooth feature of the phone.-Go to search for my devices or other devices.-Search for new device by pressing the left soft key for Select-Highlight, using navigation keys, the desired Bluetooth device and press the left soft key for Select-Enter Pin "0000" press left soft key for OK, you will get a brief message stating connecting-After being connected you will return to the "My Device" screen-The light on the bluetooth headset will blink as it is discovered by the phone.-The headset is now paired or bonded with the phone.

======================================================================================

BATTERRY / CHARGER ISSUES

Advised BP to go to the nearest service provider store and ask them to try another battery/charger for his/her phone. If the battery/charger does not work, then

the problem is the battery/charger. If it works, then the problem is the phoneitself. Advised BP to call back once the problem is established so we can provide him/her with further help. BP agreed. =========================================================================

ACTIVE SYNCH


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BP has admin rights to his pc. BP has downloaded the PC Studio software from samsung website/ the cd that came in with the phone.

BP has the Windows XP operating system on his pc.

BP has connected his phone to the pc with a USB data cable.

BP has security/anti-virus on his pc and has disabled it.

Helped BP to synch again. BP still encountered the same issue.

Transferred BP to Level 2 for further help.

-agent 321466

_____________________________________

BP has not downloaded the PC Studio software. Helped BP to download the software

from samsung.com.Instructed BP to run the program after installing it and he will be given some instructions including when to connect the phone to the pc using the USB data cable and after that he/she can transfer whatever it is that he/she wants from thepc to the phone or vice-versa. The issue is solved.

=============================================================

VOICEMAIL

For assistance with voice mail,referred BP to Service Provider, to request for voicemail settings and activation.

=============================================================

NON-US PHONES/HANDSET

Informed BP that we only support US-made phones/handsets and gave BP the supportcontact number of the country where his/her phone is manufactured for further h

elp.

=============================================================

Connecting the USB data cable AFTER installing the drivers.

You have to enable the USB Mass Storage profile on the phone in order for the computer to recognize the device. In order to do so, you would:

From the stand-by screen, go to MenuSelect Tools (9)Select Mass Storage (1)Select Connect to PC (1)Now you are free to browse your phones file manager from your My Computer window

that should display as "Removable Disk"

=================================================================

How to transfer Pictures to my phone?

Select Menu


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Select Tools (9)Select Mass Storage (1)Select Connect to PC (1)Once connection is establishedOpen My Computer and browse into removable storage driveCopy .jpg files from PC to the DCIM\100SSMED folder

=================================================================

To transfer pictures from my phone to PC:

While in standby mode, press the Menu/OK buttonSelect Tools (9)Select Mass Storage (1)Select Connect to PC (1)Connect the USB cable to both the PC & handsetThe handset display will show "Connected to PC Calls Disabled"Either select "Open folder to view files" on the Removable Disk pop-up window or

Open My Computer and browse in the removable storage drive

Copy .jpg files from the DCIM\100SSMED folder, on the handsetPaste the .jpg files into desired location on the PCDisconnect the USB cable from both the handset & PC

================================================================

To transfer MUSIC files from my PC to my phone:

While in standby mode, connect the Samsung USB cable, included with the phone, to both the phone and the PCPress the Menu / OK buttonSelect Tools (9)Select Mass Storage (1)Select Connect to PC (1). The phone display will now show Connected to PC and Calls

Disabled .Select the new phone removable media drive, located on the PC taskbarCut or Copy the music files from the PCPaste the music files into the phone Media folderDisconnect the Samsung USB cable from both the phone and the PCThe handset will only support the audio playback of MP3, AAC or AACplus file types. The video formats that are compatible are 3GP, 3GPPI, and AVI. These files should be placed in to the Media folder using the USB Mass Storage browsing capability.

If you get a call regarding this please consult your mentors for help.

==================================================================================

If you encounter a BP asking what a "whisper mode" is, particularly for the A707, it increases the microphone sensitivity, so that bp does not have to speak louder just to be heard by the person on the other line.

How to turn this on-During a call, press OPTIONS key and select WHISPER MODE on.

=================================================================================

BP's Phone was LOST:


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Advised BP to file a report to the local police.

Advised BP to contact SP to suspend or stop the service of the phone to protecthimself / herself against unauthorized use of the phone.

=================================================================================

PHONES FOR THE BLINDS---------------------

1. Cingular - SGH-p2072. Sprint - SPH-a660

-a740-a760-a800 with speech dictation for SMS-a840

3. Verizon - SCH-a650

=================================================================================

This feature is part of the operating system of the phone and there are no configurable options to disable it.

=======================================================================================

Gave BP website for DST update http://www.microsoft.com/windowsmobile/downloads/eula_daylightsavings_1033.mspx

===============================================================

BP cannot Transfer MP3 from PC to phone.

has pc studio from web.bought originally from cingular.win xp.has phone hooked up to PC.open pc studio. it's not connected.changed usb connectivity to PC Studio. bluetooth is off. get back to idle screen.it's "connected".click "transfer files'.bp found files. they're mp4.MP3, WAV, MMF. SMAF, AAC, MIDI and WMA will work on the phone.after getting the right format, click on it, click "to phone", click "music", click "ok".could also use windows media player.===========================================================

what to download for synching phone to PC.

samsungusa.comclick on 5th option for sw. click to download 3.1. finish download and then restart computer. informed bp that he should restart the computer and finish extraction of the sw. informed bp that he should run the program.bp may call back for further assistance if neccessary.

============================================================


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BP wants to synch with Exchange Server.BP cannot install Roots Certificate.

Informed BP he would need to use File Explorer.BP installed Certificate.

===================================================================================

BP called in because any files in the memory card cannot be added in the playlist. When BP tried to add a particular song on the playlist the song was grayed out, when BP goes to My Stuff BP can't go directly to folder.Resolution:Told bp that he/she has to transfer the files to music folder to be reconized by phone

=============================================================================================================================================================

BP is trying to do the roaming update and does not have the companion CD with th

e modem drivers.Resolution:We do not have those drivers, they are on the companion CD, referredBP to SP

================================================================================================================

To format a memory card, using a PC, follow the steps below:

1. Make sure both the PC and monitor are turned on2. Right click the mouse on Start3. Left click the mouse on Explore4. Insert the memory card into the memory card adaptor5. Insert the memory card adaptor into the memory card reader6. Connect the memory card reader to the PC s USB port7. You will see a new Removable Disk drive appear, this would be the memory c

ard8. Right click the mouse on the new Removable Disk drive9. Left click the mouse on Format

10. Left click the mouse on Start11. Left click OK to start formatting the memory card

To format a memory card using the phone:

1. click on Menu2. click on My Stuff/My Files (or MEMORY STATUS, DOWNLOADED MEDIA, memor

y card)3. click on Storage Card4. click on Format Memory Card-folders will appear on memory card after the format

-My Music folder-My Video folder-My Pictures folder

================================================================================

TO TRANSFER MP3 FILES FROM PC TO MICRO SD OR MEMORY CARD

To transfer music to a microSD Memory Card follow the steps below:


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1. Insert the microSD memory card into the microSD memory card adapter, if necessary

2. Insert the microSD memory card or microSD memory card adapter into an SD card reader. Card readers may vary. Follow the installation instructions included with your card reader.

3. Open the My Computer folder and double click the icon for the microSD memory card reader drive to open that folder.

4. Create a folder called "My Music" inside the MicroSD memory card folder anddrag or download music files into that folder. Handset will play mp3, aac or aa

c+ file types.5. Remove the microSD memory card from the microSD memory card read

==================================================================================================================================================

BP trying to connect to PC Studio VIA BT.

Setting phone to PC Studio.

Trying to connect to desktop.Windows XP.

Says its connecting.

"Phone did not respond."

"Ask on connection" is set on the other phone and that works.Setting phone to "Ask on connection."

Says its connecting.New hardware found, standard serial over bluetooth link.Asking on phoneBP selected yes.Phone connects via BT.

============================================================================================

How to format SD CARD on a930 phone.

Press menu using navigation keys,highlight tools and settingsPressmemory,then press card memoryPress right soft key for OptionsFormat Card is highlighted,press OkHighlight yes and press Ok to format micro sd card.Card was formatted.

================================================================================

How to activate underscore option to A707?

Go to CREATE MESSAGES, then scroll it downpress left soft key for OPTIONS,then select TEXT INPUT METHOD,select SYMBOLS, and number 8 for underscore.

================================================================================


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Here are some tips on how to use PC STUDIO ...

IF THE BP WANTS TO:

1. Use phone as a modem - click on NETWORKING WIZZARD icon,right click mouse and select MANAGE INTERNET CONNECTION.

2. To create ringtones (mp3)- shorten or edit -click on SOUND EDITOR icon.

3. To transfer files - click on PHONE EXPLORER icon.

4. To manage contacts ( back up phonebook)- click on PHONE EDITOR icon.

5. To edit pictures - click on IMAGE EDITOR icon.

6. To create MMS or picture messages - click on MMS COMPOSER icon.

================================================================================

Answers to FAQsPRL (Preferred Roaming List)General Information1. Why do I need to perform this update on my wireless phone?2. What are the steps I need to take to complete this update?3. What if the update fails to complete successfully?4. What benefits will this update provide?5. How often do I need to perform this update?6. How much will this *228 call cost me?7. When can I perform this update?

General Information1. Why do I need to perform this update on my wireless phone?

By performing this update your phone will stay on the Verizon Wireless network and/or digital service whenever possible. Also, for most price plans after 2/1/2002 the phone roam indicator will turn off/on in accordance to the price plan you

have chosen.

2. What are the steps I need to take to complete this update?The following are the steps you need to take to complete the update:

1. Power on your Verizon Wireless phone.2. Dial *228 from your home digital coverage area, followed by the SEND

key.3. When prompted, press option #2, to update your phones roaming capabil

ities (This process may take up to 2 minutes).4. Once completed, a confirmation message will be played, and a message

will display on the phone screen.

3. What if the update fails to complete successfully?If for some reason the update does not complete successfully, please try again at a later time. If the problem persists, your phone may not be capable of this update process.

4. What benefits will this update provide?Benefits of this update may include:

Roaming indicator will reflect the price plan you have chosen (available on mostprice plans after 2/1/2002).

5. How often do I need to perform this update?


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This update should be performed every three months, and/or after changing priceplans.

6. How much will this *228 call cost me?This call is offered FREE of airtime charges from Verizon Wireless.

7. When can I perform this update?You may perform this update at your convenience. This FREE software update is available to you 24 hours a day, seven days a week!

===================================================================================

Bluetooth Device for SGH-T429 Hands Free Car Kit HKT100BDEG/XAR SBH100

WEP150 WEP170 WEP180 WEP200 WEP410 Scala500 ==================================================-

"There's no point in living if you can't feel alive!"

Mizpah,

Daddy "A"

Ariel A. BarcarlosLevel 2 Agent / Samsung STAHarte-Hanks l TELUS International Phils.4F Market! Market!Fort Bonifacio, Taguig CityMobile: +63(906)5216930E-Mail: Ariel Barcarlos/MAN/HarteHanksIncE-Mail: [email protected]

=================================================-

How Do I Delete Previously Rejected Phone Numbers On My SGH-a707?

To delete previously rejected phone numbers follow the steps below:

While in standby mode, press the left soft key for MenuSelect SettingsSelect Call Settings (5)Select All Calls (1)Select Auto Reject (3)


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Highlight Auto Reject List, using the navigation keysPress the center navigation key to view the Auto Reject ListHighlight the phone number to delete, using the navigation keysPress the left soft key for OptionsSelect Delete (4) to delete the phone number from the Auto Reject List

=================================================-

T-MOBILE ADDRESS BOOK ACCESS:

TAB supported handsets:

SGH-t629 Software version T629UVFL2SGH-t409SGH-t429SGH-t219sSGH-t729All handsets moving forward will support TAB

T-Mobile Address Book troubleshooting and support is handled by T-Mobile.The T-Mobile Address Book is a service being offered free of charge to T-Mobilecustomers for them to be able to upload their contacts to the network server. Also known as Network Address Book, however T-Mobile is branding the service as T-Mobile Address Book.

The T-Mobile Address Book, or TAB, allows the customer to change contacts online, or choose which contacts are downloaded to the phone, or which contacts are only stored on the T-Mobile server. The service also allows the ability to importOutlook contacts after exporting them in CSV (Comma Separated Values) and uploading them to the server.

==================================================-

HOW TO GET THE MAC ADDRESS AND OTHER INFO FROM THE SCH-I760 PHONE:

With the slider open:At the home screen press #4357*

With the slider closed:At the home screen press the talk buttonPress #4357*

This will bring you to the Device Information screen. Here you will be able to find the following information:

PDA Version:Browser Info:Language:Battery:Bluetooth:S/W Version:MAC Address:Wi-FiS/W Version:MAC Address:Phone Version:Phone Number:System ID:Channel:


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ESN:PRL / ERI:Technology:Network:Device Capabilities:

==========================================================================

BP can use mp3 as ringtone that he downloaded on the phone provided:

it has to be under 60secsunder 600kband at 128kbps only

==========================================================================

Verizon SCH-u740 No Wallpaper On Front LCDThe front LCD on the SCH-u740 phone will not show the selected wallpaper when set to display the clock in analog mode. In order to resolve this issue, please ha

ve the customer follow these steps:Press 'Menu (OK)'Choose 'Settings & Tools'Choose 'Display Settings' (5)Choose 'Clock Format' (7)Choose 'Front Clock' (2)Choose either 'Off', or 'Digital'

====================================================

To use SIM or PHONE MEMORY on a707, a717, a727______________________________________________

>menu > setting > application > address book > view contacts from phone or sim memory > click left soft key to save the changes

====================================================

BP called in asking to be transferred to Level 3.

====================================================

How Do I Access My Verizon Wireless Voice Mail From An Alternate Phone?To access the voicemail for your Verizon Wireless account from an alternate telephone,Dial your cellphone's numberDURING your greeting to callers, press the pound (#) key.Enter your passcode and press # again.=============================How Do I Access My T-Mobile Voice Mail From An Alternate Phone?To access the voicemail for your T-Mobile account from an alternate telephone,Dial your cellphone's numberDURING your greeting to callers, press the Star (*) key.Enter your passcode and press # again.=============================How Do I Access My Sprint Voice Mail From An Alternate Phone?To access the voicemail for your Sprint account from an alternate telephone,Dial your cellphone's numberDURING the greeting to callers, press the pound (#) key.Enter your 10 digit cellular phone number and press #


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Enter your passcode and press # again.=============================How Do I Access My at&t Voice Mail From An Alternate Phone?To access the voicemail for your at&t account from an alternate telephone,Dial your cellphone's numberDURING your greeting to callers, press the Star (*) key.Enter your passcode and press # again.

=====================================================

The calendar on the phone is showing March 4 but the day is Monday and it's notthe correct day. BP is asking how to fix the problem.

-informed BP that the problem is being looked into and as of right now there isno current resolution. Advised BP to visit samsung.com from time to time for any

update with regards to his concerns. BP agreed.

=====================================================

Dear SIR:I had a BP yesterday, 10 March 2008, with problems setting hisher calendar on the SGH-i607. His personal informations are below:

BP's name: Ronald NassBP Number: 109937921Phone Number:6193414618Phone Model:SGH-i607email:[email protected]

Concern: BP called in because of problem with setting the date on his phone.

Thank you for your assisstance.

Respecfully yours,

Ariel Barcarlos

Level 2 Agent, Samsung STA ManilaAriel Barcarlos/MAN/HarteHanksInc,IM [email protected]

======================

Michele FitzpatrickVice President Marketing Strategy and Product DevelopmentHarte-Hanks, Inc.777 Township Line Road, Yardley, PA 19067

Direct Line: 215-944-9688Main Telephone Number: 215-750-6600Cell: 215-595-3157Fax: 215-944-9520

======================

Offered BP a HARD RESET for the BLACKJACK phone and informed BP that it will reset the phone to the original factory default settings and all user data will bepermanently erased, including pictures, video, music, messages, contacts, and do


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wnloaded applications stored on the phone memory. BP agreed to do the reset.

-Instructed BP to turn off the phone and remove the SIM card, and attached the battery again but don't turn on the phone-instructed BP to press and hold the power button together with the "up" navigational button-the phone asked if BP wants to continue with the rebooth, if yes press 1-instructed BP to press 1-phone ask if BP wants to lose all data saved on the phone, press "Y" for yes or

"N" for no. BP said yes.-Instructed BP to press "Y"-the phone reboots by itself-when the screen shows invalid SIM or Missing SIM, instructed BP to insert the SIM card-instructed BP to press DONE-instructed BP to turn off the phone, insert the SIM card then turn the phone on-the phone is reset-the issue is solved

======================Agent was not able to process RMA due to error ___________, submitted information to supervisor to be transmitted to Samsung. Advised BP to check e-mail within2-3 days for the e-label.

======================SGH-A867 ETERNITYthe phone has a volume issue. the ringtones and mp3 files are too loud when thephone was adjusted using the code*#197328640#8 1 3 3 which would change the decibels of the volume.the code was obtained online, it's from a forum of people using a867 or people working for AT&T and Samsung.

======================

SCH M810 "FINESSE SYNCING CALENDARS WITH OUTLOOK

-BP is ASKING HOW TO SYNCHRONIZE CALENDARS WITH HIS OUTLOOK PC , REFERRED BP TO

SPRINT FOR " SPRINT BUSINESS MANAGER SOFWARE" .

1. Under Settings > Mobile Sync

2. Refer to SP for Sprint Business Manager software.

======================

200634235620063364842006334672200632604320063203222006315761

+++++++++++++++++++++++

ACCESSORY RMA PROCESS REMINDERby Mary Conde last modified May 21, 2009 03:53 AMALL AGENTS PLEASE READ


26/29


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proper script for the reset as well as the explanation of the reset function before attempting the procedure.

In the event that power is cycled during the reset process, do not interrupt power to the phone by removing the battery or powering off the phone during the reset process.

All resets are performed from the phone's idle screen.

* Full Reset: *2767*3855# (FULL)o Erases Information, MS Contacts, Organizer, etc.. Removes Phone Lock

, Bluetooth (if available)o Please be advised that the use of this reset will cause the loss of

all personal information entered into the phone's memory. Are you sure you wantto continue?

* Media Reset: *2767*63342# (Media)o Erases Downloaded Ringers & Imageso Please be advised that the use of this reset will result in the loss

of any downloaded ringtones or images on your handset. Are you sure you want to

continue?* Custom Reset: *2767*2878 (CUST)o Removes Media Privacy Lock, Removes Phone Lock, Erases Bluetooth Inf

ormation (if available), MS Contacts, Organizer Infoo Please be advised that the use of this reset will cause the loss of

all personal information entered into the phone's memory. Are you sure you wantto continue?

* WAP Browser Reset *2767*927# (WAP)o Removes Media Privacy Lock, Removes Phone Lock, Erases Bluetooth Inf

ormation (if available), MS Contacts, Organizer Infoo Please be advised that the use of this reset will cause the loss of

any internet favorites or history saved on your handset. Are you sure you want to continue?

* MMS Reset *2767*667# (MMS)o Resets MMS Profile, Erases MMS Messages saved to handset.o Please be advised that the use of this reset could result in the pos

sible loss of MMS messages that are stored in your phone's memory. Are you sureyou want to continue?

* Camera Reset *2767*226372# (Camera)o Resets Camera Application, Erases Photoso Please be advised that the use of this reset will result in the loss

of any photos taken with your phone's camera. Are you sure you want to continue?

* NCK Removal Command (Unlock Code) #7465625*638*NCK#o "Personalization Cancelled" displayed when successful. This will all

ow use of secondary provider's SIM. "NCK" is a random eight digit numeric numberbased off of IMEI. This code is only to be provided to a service provider repre

sentative. "NCK" Will not, under any circumstances, be provided to a caller.o This command is being provided in order to allow the customer the us

e of the phone with another provider. Please be advised that this can result ina limit to the support available from Samsung as the phone's manufacturer. Are you sure you want to continue?

=====================================

RNDIS Remote Network Driver Interface Specification

=====================================SPRINTloaner phone - noreflash - corporate store only


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ATTloaner phone - noreflash - no

VERIZONloaner phone - provides loaner but depends on locationreflash - yes (all store)

TMOBILEloaner phone - yes on a retail store but has a$50 fee.reflash - no

ALLTELloaner phone - provides loaner but depends on locationreflash - yes (all store)

METRO PCSloaner phone - no

reflash - yes (all store through metroflash)US CELLULARloaner phone - yes through a corporate onlyreflash - yes through a corporate only

HELIO by VIRGIN MOBILEloaner phone - noreflash - no

CRICKETloaner phone - noreflash - doesn't provide reflash but some retail store does.

TRUMPET MOBILEloaner phone - noreflash - no (trumpet has their own service center a customer can sendphone in for repair.)

===============================================

Bluetooth Profile for the ANDROID PHONE:

GAP - Generic Access Profile. It defines the parameter and it decreases the riskof interoperability problems between different manufacturer's products.

SDAP - Service Discovery Application Profile. It describes how an application should use SDP to discover services on a remote device. Ex: pc, laptop, mobile phones, pda, fax, printers, headsets.

>>> Basically, GAP identifies the profile of the bluetooth and SDAP identifies which profile is available for the service to be recognized and be used for the bluetooth.

===============================================

Sprint : How Do I Reset My SPH-M540 (Rant) Phone?

How Do I Reset My SPH-M540 (Rant) Phone?


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1. From standby press the Menu/OK key2. Select Settings (*)3. Select More (7)4. Select Security (12)5. Enter User Lock Code6. Select Erase/Reset (3)7. Select Default Settings (0)8. Select Yes (1) to confirm