Documentation

• ts steps -check software update -check pending apps in play store -check pending apps in galaxy store -perform reset app preferences -perform reset accessibility settings -perform reset network settings -perform reset settings

REPAIR PROCESS -will receive 2 emails: shipping label and instructions. -shipped in device within 3 days to avoid exp of shipping label -tat 5-7 biz days repair process -recommended to use new corrugated box with adequate padding to prevent any lost or damage -remove external label that dont pertain to this shipping -remove acessories such as sim card, sd card or phone casing if any

• write the transaction number on the 3 sides of the box.

ACCESSORY EXCHANGE

• there will be 2 emails: link for shipping label and shipping instructions. Please read instructions to avoid shipping delays
• ship in unit within 3 days to avoid exp of e-label.
• TAT is 3-5 business days from the time we receive the defective unit
• It is recommended to use new corrugated box with adequate padding to prevent any lost or damaged products.
• ensure all external labels are remove that do not pertain to this particular shipment. Also to avoid shipping delays
• write the transaction number on the 3 sides of the box.

-adv that we can have device repaired to resolve the issue but they need to provide the POP to authenticate the ownership of the device

-Valid POP/Receipt should have the following information:

1. Store Location/ Logo
2. Date of Purchase
3. Product Description
4. Unit Price
5. Total Amount Paid
6. Payment Method

Hi BPName. This is from Samsung Technical Support. Kindly reply to this message with a picture of the POP/ Receipt for validation.

• there will be $$usd that will be placed on hold and after proper evaluation, any addtl repair amount will be notified thru email

• adv that there are only 2 ways to by-pass screen lock protection

• thru samsung account on findmymobile.samsung.com

• performing hard key reset (fdr) -checking for samsung account

• adv that to perform hkr, phone needs to be shut off

• adv screen lock protection wont allow you to turn off device

• adv to wait for the battery to drain out first and phone auto shuts down

• adv to connect on a charger but dont turn it on

• adv to contact sp due to copyright infringement law

• adv Due to copyright infringement laws, mobile service providers are the only authorized representative to provide unlocking assistance. The service provider can verify proper ownership and protect our customer's identity as well as existing service contracts."

Samsung number: 1-800-726-7864 Samsung Financing: 1-888-382-6665 Google number: 1-855-466-4438