Confidential

84

Notice
Product HHP Notice No. 14-46

SM-R380/R381/R350
Model Notice Date 2nd July 2014
(Gear2/Neo/Fit)

Subject SM-R380/R381/R350 (Gear2/Neo/Fit) SVC Policy Rev 5.0

Scope Subsidiary ( Yes ) ASC ( Yes ) Customer ( No )

1. Purpose

To inform all ASCs of information regarding the service policy for:

SM-R380 Gear2

SM-R381 Gear2 Neo

SM-R350 Gear Fit

2. Instruction: The advice in this guide has been separated into 3 sections

 Part A: 4 case studies

 Part B: Process overview if main device swapped

 Part C: Appendices, Specific advice added where necessary for steps listed in Part A and B

Part A: Four Case studies listed below

Case 1: Where S/W update only is required, please update the S/W of the customers SM-R380 Gear2 /

SM-R381 Gear2 Neo / SM-R350 Gear Fit device

Case 2: Where there is a problem related to the strap replace the strap only

If Faulty, replace strap under "Warranty"

If damaged class as "Out of Warranty" case

Case 3: Customer device (main unit, not strap) is "Out of Warranty" (OOW) - Customer should be advised

of SVC replacement cost.

For advice on check points for OOW check points please see Appendix 1

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Case 4: Other Warranty cases, swap the faulty set with a SVC set, and return the swapped set to HQ*.

(* i.e. please use the same process for return of SVC (Service) Set as that you are using for replaced PBA

return - please see Appendix 2 for flow and address details)

Part B: Process overview if main device swapped for use with Cases 3 & 4

1: Test customer device to confirm fault: For advice regarding how to test the Gear devices listed in this

document please see:

(14-48) Final Test Guide for Gear2_Neo_Fit_Rev1.pdf

2: If fault confirmed with the device replace customer unit with Service swap unit (SVC set). SVC sets can

be ordered as spare parts: See Appendix 3 regarding advice on how to locate SVC Set part numbers.

3: The Swap Service unit will have a S/N and S/N label - this needs to be added to the "SO" Service order

information on GSPN. See Appendix 4 for further advice

4: To enable the device to be configure for use in some countries, it is necessary to perform Software

update, then Serial Number writing on the SWAP unit to update the Buyer code to ensure, for example, it

powers up in the desired language.

For advice if S/N writing is applicable for your country please see Appendix 5

For advice regarding S/N writing process please see Appendix 6

However please note - the S/N number to be used in the S/N writing process is that of the SWAP unit.

The process is used to update the Buyer code.

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Part C: Appendices, Specific advice added where necessary for steps listed in Part A and B

Appendix 1: How to identify if device is Out of Warranty

Part Check Point Picture

Window crack

Check for cracks on Main LCD

screen + window covering

HRM (Heart Rate Monitor)

TSP/Camera/

Sensor window

TSP "floated" - Touch screen

panel peeling away from main

body of device

Charging pin or
Charging pin
Button / key has sunk
Hard Key
down due to external force

Screws missing or

Damaged
Screws
(signs of repair by
(for Gear2/Neo)
Customers or unauthorized

personnel)

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Appendix 2: Return of SWAP unit:

Swap SVC flow

VDT
EU

Service India
Customer Service Point L4 Center

Others
SVC warehouse

Address to return SWAP unit

For EU Region > VISION DIGITECH ROMANIA, SOS. Borsului nr 24/B Oradea, Jud BIHOR, ROMANIA -

Postal Code: 410605

Appendix 3: SVC Set part numbers

SVC set part numbers should be listed on BOM (Bill of material) part number lists available via GSPN.

Example below for SM-R380

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Appendix 4: SVC Set part numbers

After swap service, please input information of regarding new S/N on the Service order for the this Service

request on GSPN / "SO".

GSPN > Business > Service Tracking > Service Order Management Lite

Input the new S/N

Appendix 5: advice if S/N writing is applicable for your country

Subsidiary list: Countries & Subs where re-write of S/N is not required. Note please ensure SWAP unit is

updated to latest SW version before return to customer.

Region Subsidiary Region Subsidiary

China SBSC, SEHK N. America STA, SEA, SECA

CIS SEUC L. America SEDA, SEASA, SEM

MENA SETK, SEIL S.W.A SIEL

In all other Countries / Subsidiaries, S/N rewriting is required if the device has been swapped. There

are 3 method to identify the buyer code of faulty set to be used in the S/N writing process.

a) If the customer has a POP (proof of purchase), use the buyer code in POP if listed.

b) If there is no POP, use the below dedicated buyer code.

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Buyer Buyer
Region Subsidiary (Country) Region Subsidiary (Country)
Code Code

Africa SEEA AFR SAMCOL COO

CIS SRSC SER L.America Bolivia BVO

SECH
SEP TPH Chile CHO

Serbia SEE Iran THR

SEAD
Slovenia SIO Saudi Arabia KSA

SEAG ATO SEEG EGY

SEB SEB SELV MID

Luxemburg LUX SEMRC MWD

SEBN MENA
Netherlands PHN Afghanistan AFG
SEPAK
Czech XEZ Pakistan PAK
SECZ
Slovakia XSK Libya LYS
SETN
SEF XEF Tunisia TUN

SEG DBT SGE XSG

Europe
SEGR EUR SAPL XSP

SHE XEH SAVINA XXV

SEI ITV SEAU XSA

SENA NEE SEIN XSE

S.E.Asia
SEPOL XEO SENZ NZC

Bulgaria BGL SEPCO XTC

SEROM
Romania ROM SME XME

SESA PHE TSE THO

SESG AUT Bangladesh TML

SEUK BTU S.W.Asia Nepal NPL

- Sri Lanka SLK

c) Where the subsidiary (country) is not mentioned above, please use the buyer code listed on GSPN

using the "HHP SVC > ESN/IMEI review” tool. Then send the S/N and Buyer code (which is used when

rewrite S/N) to HQ(ASC→Sub→HQ), PIC of your region.

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Appendix 6: advice regarding S/N writing process

Process overview: The S/N is written on the back of SVC set in advance but the settings (e.g. language)

can be different from the customer’s device, so:

1. S/W update to the correct version

2. then rewrite the S/N in the SVC set using DaSeul program.

When you rewrite S/N:

a. Input the S/N from the back cover of the SVC set.

b. Input the SKU and buyer code of faulty set.

S/N can be found on the back

cover of SVC set

check here SKU and buyer

code of faulty set

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Note. SKU Code consists of 14 characters - model name, color, classification and buyer.

Example) SM-R3800GNABTU

a) The first 8 characters mean model name. It should be 8 characters, so add “Zero(0)” at the

end of model name like above example, “SM-R3800” for Gear2. In the same way,

“SM-R3810” for Neo and “SM-R3500” for Fit.

b) Next 3 characters mean color and classification. It can be checked in “ESN/IMEI review” tool

in GSPN. In the Buyer field, the first 3 characters mean color and classification. For example,

“GNA” in the below capture.

c) The last 3 characters mean buyer code. Follow the buyer code confirming process as

mentioned above, appendix 5.

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