3 years of enhanced support, from device purchase.
This is unchanged from the normal ESN Mobile Device support process. Once On Boarded, any personnel listed within your User Organisations’ Customer Account Data form (CAD) will have access to Samsung’s online web to case support portal, and security clearance for calling our onshore support centre.
Please review the data sheets on our Product Tab, and the Quick Start Guide / Manual, within our “Quick Start and User Manual Tab”.
Advanced device replacement (typically 24 hr turnaround and next day if logged before 15.30).
Same Unit Repair.
Samsung Business Services Centre UK
0330 726 0330 (Mon – Fri 08.00 – 18.00)
No. All IMEI numbers in ESN are pre-loaded into Samsung’s support systems.
Yes it does. Typically, MDMs prevent a device from being repaired so we ask all ESN UO service desks to un-enrol the devices from their MDM solutions prior to their return to our support centre.
Yes we advise that you do. SIM cards will not be returned if sent back to Samsung, unless within a same device repair.
Yes absolutely. You will be required to return any defective device so Samsung can affect a repair. Any devices not returned may be charged for.
Samsung provides portal device support 24 * 7 and Direct support Monday to Friday, 08.00 – 18.00.
Provided the failed units are within their warranty term, Samsung provides a repair service for single and bulk repairs. You can also request an advanced replacement for a single device. Place a request via our portal, include the device IMEI/serial, model, fault details. IMPORTANT: MDMs must be removed from the device before submitting for repair.
Yes. As long as the damage is not intentional or outside of the specifically listed warranty restrictions.
Yes. As long as the damage is not intentional or outside of the specifically listed warranty restrictions.
No. In keeping with ESN security policy, only Samsung’s accredited support centre can repair your device.
Yes. Warranty repairs must be carried out only by Samsung’s accredited ESN support Centre. No reimbursement will be made for repairs carried out by non-Samsung ESN accredited support centres, and warranty cover will not be valid for any repairs or damage caused by such repairs.
No. repair or replacement under the terms of the warranty does not give right to extension to or a new starting of the period of the warranty. Repair or direct replacement under the terms of the warranty may be fulfilled with functionally equivalent service exchange units. If Samsung repairs or replaces the product, the repaired or replaced product shall be warranted for the remaining length of the original warranty period.
As the ESN programme develops, Samsung will introduce incremental support capabilities. Any User Organisation On boarded will be contacted and re aligned for any process changes.
Samsung will provide all listed personnel within each UO CAD form, a personalised On Boarding process. This will include personal logins with a username and password to our support portal, and a call to ensure you understand our portal content and how to get the best out of it.
Your User Organisation has chosen to sign up the ESN programme. Your details have been provided to Samsung Electronics, via the ESN Customer Account Data form, (CAD) – Samsung are the Device Supplier for ESN, and now need to create your service desk support accounts.
In order for you to securely contact Samsung for device support and device self-help portal access.
One of our support agents will then create your account and link it to your User Organisation. Your portal address will then be emailed to you along with your Username, followed by your password in a separate email.
Samsung aim to create accounts as quickly as possible. We aim to have your details sent to you within 72 hours.
Following your account setup, one of our ESN support agents will call you to ensure you can log in, understand how to navigate our portal, log a support case, and utilise our self-help support functionality.
You will have been identified from your User Organisation CAD as and admin user. If this is the case, your role will be stored in our systems. This will allow you to make requests by contacting our support team.
The User Organisation CAD form (completed by each User Organisation) will dictate who is On boarded. Additional requests for new starters or requests to remove leavers can be made by the Samsung Device Service Desk Admin Manager Role.
The Samsung Device Service Desk Admin Manager will need to contact the Samsung support team. Once security verification is passed, new user details can be shared and commence on boarding. Leavers can also be removed via the same process.
Samsung provide support ONLY for specific approved ESN accessories. These are limited to the Sonic RSM and the Peter Jones’ Case Claw.
If you have an issue with either the Sonic RSM or the Peter Jones’ Case Claw, that were procured via the ESN programme and the accessory is within its warranty period, a support case can be raised with via the Samsung support process. A case can be created in the same manner as a device related query.
No. Samsung can only provide support and confirmation of warranty period cover for accessorises procured / supplied via the approved ESN programme. Any accessories procured historically or directly outside of the ESN programme processes, will need to supported directly by the vendor.
No. Any other accessories must be supported via the vendor’s normal business processes. Please contact your vendor for clarification.
Please review the PDF data sheets and Quick Start Guides within our “Quick Start and User Manual Tab”.
Yes. Your RSM will be delivered with the latest approved programme firmware.
The firmware updates for the RSM are a User Organisation Service Desk, self-managed process. Please locate the firmware update instructions and firmware files within the Agent Self-Service tab of this support portal.
Yes. The ESN Change Management process will advise of new firmware releases. Release notes and bug fixes will also be made available within the Agent Self-Service tab.
Yes. An APK and instructions for firmware version review is available within the Agent Self-Service tab of this support portal.
Yes. Historic firmware files will be published allowing rollback capability should it be required.
