Samsung Care+
Are Soundbars and Music Frame eligible for Care+
No.
What are required for SmartHub apps like Netflix to work?
Internet, Samsung Account, Subscription (if needed)
Give a monitor display issue that can't be resolved by troubleshooting.
cracked screen, light leakage, flashlights, stuck/dead pixels, rainbows, etc.
What is Visual Support?
Visual Support allows you to see the customer's product and how they are using it by connecting to the camera on the customer's mobile phone.
How do you change the DNS Server on Samsung TVs?
Settings > Network > Network Status > IP Settings
What's the predecessor of Samsung Care+?
Samsung Premium Care
What could a black screen mean?
TV is not receiving power at all or the TV is on, but the display is just black.
TRUE OR FALSE: Moving/jittery lines on screen might truly be an issue with the monitor itself and requires a repair.
FALSE, moving/jittery lines are most often caused by a loose/defective cable. For stationary lines (on all sources/test screens), repair is needed.
TRUE OR FALSE: For power and display symptoms, photo attachment is 100% mandatory.
TRUE, Service cannot be dispatched without a photo evidence attached. Tickets without an attached photo will be canceled. This requirement is the same regardless of warranty status.
TRUE OR FALSE: Customers can enroll their products to Samsung Care+ either during the Point of Sale (POS) or after the purchase (MPOS - Missed Point of Sale).
FALSE, customers can no longer enroll their products to Samsung Care+ after the purchase.
What is covered under Samsung Care+?
Power Surge Coverage, Extended Service Contract, Food Loss Reimbursement, TV Removal and Remount, 24/7 Dedicated Line for Onboarding and Troubleshooting, Guaranteed Repair or Replacement, reimbursement benefits, costs for functional parts and labor are 100% covered
Give 3 streaming media devices that can be connected to a Samsung TV.
Roku, Apple TV Box, Google chromecast, Amazon Firestick, etc.
G-Sync (Free Sync) is a feature that prevents _, but turning it off may help prevent ghosted or flickering images on monitors.
screen tearing
Before you can log into the Visual Support tool, you must click on the Settings icon on the top-right corner and change the Address field to _.
What icon/button should the agent press to be able to send the text with the Visual Support link?
SMS icon > then click on "Request"
For TVs, Projectors, and Monitors, what coverage terms can customers choose?
2 or 4 years
What is a "Power Switch?"
Some older monitors have a Power switch on the back, similar to the Power switch on the back of a desktop computer. This must be switched on before the Power button on the front will work.
Power, Menu, PIP/PBP/Eyesaver mode, Source
Give at least 3 customer-side functions available during Visual Support Session.
Flashlight, Draw, Pause the live video feed, Switch Camera, Photo mode, Photo Sharing
What is OCR on Visual Support?
Optical Character Recognition (OCR) can be used to read the text in the image from the customer.
When does mechanical/electrical breakdown coverage begin under Care+?
After the 12-month Samsung Standard Warranty expires
How do you perform a "Flash Reset?"
With the TV powered on, press and hold the physical button on the TV for 5 seconds, then release. Press and hold Power on the remote for 5 seconds, then release and wait for about 30 seconds to a minute while the TV power cycles. The TV will power on in reset mode.
How to perform a "self-test" on monitors?
While the monitor is on, disconnect all signal cables. When the test image appears ("Check Signal Cable"), this means the monitor is working.
When ending the Visual Support session, you must fill in the Support Report fields and click Save to complete the session. Give at least 3 of those mandatory fields.
TR number, Expected type ("Defect" or "NonDefect"), Issue Resolved? ("Yes or "No"), and Details.
When troubleshooting a monitor with a blank screen, one of the steps is to boot up the connected computer in Safe Mode. What is Safe Mode?
Safe Mode is a special diagnostic state where the PC starts with minimal software, allowing you to troubleshoot problems like crashes or viruses that prevent normal operation.