PROBLEM :

IMEI does not exist in system when purchasing Samsung Care Plus

-SOLUTION FOR AGENT ONLY-

We are receiving numerous complaints regarding customers unable to purchase mobile care on the Samsung Galaxy Note 9, Samsung Galaxy S10, and Samsung Galaxy Note 10/10+ series of phones.

Issue:

Customers see an error "IMEI does not exist in our system" when trying to purchase mobile care. The error happens because the phone IMEI was not registered on the FOTA (firmware over the air) server. The phone can only register on the FOTA server once an initial active SIM card is inserted in the device and the device setup is complete.

Solution:

Ask the customer if he/she already inserted an active SIM card into the phone and completed device setup.

If no, then advise the customer to insert an active SIM card into the phone, then complete device setup, and then he/she can purchase mobile care. Warning: Inserting a SIM card after initial phone setup may initiate SIM profiling and the customer data will be deleted.

If yes, then the IMEI has to be manually registered by SDS (Samsung IT department). Digital agents must escalate the below details to their Supervisor. Voice agents must create a 1K ticket pending as "callback reserved" and escalate the following details to their Supervisor.

Supervisors will escalate the complete details for each case to the following SECA staff:

yun1.kwon@partner.samsung.com

z.liang@samsung.com

davejh.lee@samsung.com

tim.jeong@samsung.com

Concern:

Name:

Email:

DOP:

POP:

Phone number:

Phone model:

Phone IMEI:

Note: Some customers may get an 480/481 error when trying to purchase Samsung Care+. When the customer billing address does not match the address they have provided to their credit card company, the system rejects the order.