Claims Process
A ticket is created under the Common Complaints category whenever a customer raises recurring or frequently reported issues.
What is 3k Ticket or Claim Ticket?
Customers use this page to log in with their Samsung account.
What is My Page?
This process ensures feedback from ASC is captured and acted upon.
What is the ASC Feedback Process?
This is the first level of case handling, often resolved without escalation.
What is Tier 1 Case Handling?
This is the document created to ensure that the customer can successfully book a pick up.
What is Connote / Shipping Label?
This is a priority level for claim creation with high risk customer.
What is Grade B Claim?
These are raised via My Page when customers request follow-ups.
What are Callbacks?
This is the advise being used for no ASCs in the area?
What is go to the Nearest Retailer?
Cases are escalated here when Tier 1 cannot resolve them.
What is Tier 2 Escalation?
This is the portal where customers can proceed with booking their pick up.
What is Start Track?
This step is often forgotten when creating a claim, but without it, the claim cannot be processed.
What is attaching documents?
This is the section in My Page where customers can select each product that has an issue.
What is My Products?
This occurs when no ASC is available to handle a case.
What is the No ASC Process?
Cases are escalated here when Tier 1 cannot resolve the issue and needs resolution since customer threaten.
What is VOC Escalation?
This is the alphanumeric code included in the notes via email to support the process of Pick Up.
What is Connote Number?
This when the customer expressed tight budget for repair with outside warranty.
These are the cases handled by Support that originate from callbacks raised via My Page.
What is allocation?
This process includes customer requesting differenmt ASC from specific reason provided.
What is ASC Reassignment?
This process is conducted when there is uncertainty about whether the damage is truly classified as MF (Manufacturing Fault).
This is one of the validation checkpoints used to verify the kilometer (km) coverage of ASCs within the area.
What is ASC Available within 30kms?
This occurs when the customer makes an indirect threat regarding the outcome or resolution of their case.
What is Claim Creation?
This is the process that must be followed when conducting callbacks to customers for requests raised via My Page.
What is One Call back attempt?
These are the individuals responsible for monitoring the JotForms raised for ASCs.
What is SSMs?
This is the process followed when there is no threat identified, but the unit has been confirmed as NFF (No Fault Found) by Level 3.
What is Advise NDF / CID and offer Inspection?
Can pickup service proceed if the nearest ASC is located 80 km away?
What is No?