CLM-200015

Galaxy Note20 · Demo Customer 16

Claim Details

Claim ID

CLM-200015

Customer

Demo Customer 16

Created

May 5, 2026

Device

Galaxy Note20

Serial

RN20OM77441

Purchase channel

Best Buy

Purchase date

Apr 17, 2025

Warranty type

extended 2yr

Warranty ends

Apr 17, 2027

Diagnostics

No physical damageLiquid: clearKnox: intactNot rootedUnauthorized repair

Battery health

90%

Prior claims

Account age

30 mo

Unstructured Inputs

What the LLM classifies

Customer description

Phone won't charge. I haven't done anything to it.

Expert notes

Charging port shows tooling marks consistent with non-Samsung repair. Customer denies any third-party service.

Troubleshooting log

Port: visible tooling marks. Charging IC: replaced (non-genuine). Conflict with customer statement.

Decision

Evaluated May 6, 2026, 1:01 AM

Needs ReviewConflicting SignalsEdge case

LLM Classification

Structured signals extracted from unstructured claim text

“Charging port shows tooling marks consistent with non-Samsung repair.”

Issue category

Other

Damage cause

Unknown

Severity

Moderate

Text indicators

Mentions dropNo

Mentions liquidNo

Mentions third-party repairYes

Contradicts diagnosticsNo

Rules Engine Trace

Each rule evaluated against the claim and what it concluded

no-op

WARRANTY VALIDITY

Claim is within warranty window.

no-op

PHYSICAL DAMAGE EXCLUSION

No physical damage detected.

no-op

WATER DAMAGE

Liquid damage indicator clear.

no-op

UNAUTHORIZED MODIFICATION

Knox status intact.

needs review

UNAUTHORIZED REPAIR

Evidence of non-Samsung repair conflicts with customer statement.

needs review

FRAUD INDICATOR

Customer has 3 prior claims — flagged for review.

no-op

KNOWN DEFECT MATCH

No known service bulletin match.