As the Customer Experience Manager here at BMT, I run into a lot of frequently asked questions and one of the most prevalent questions I receive is "What is an ESN?". After a few hundred replies, I've finally decided to tackle this question in depth to help you, our customers, know exactly what an ESN is, what it does, and why you need to know about it before you create an order with us.
ESNs, or Electronic Serial Numbers, are unique codes given to all phones that operate on a CDMA network, such as Sprint or Verizon. Because phones on CDMA networks do not use SIM cards like a GSM network such as AT&T or T Moblie does, the wireless carriers rely on ESNs to tie an account to a specific phone. Unlike GSM accounts that can be switched to a new phone by simply removing the SIM card, CDMA accounts can only be switched to a new phone once the previous ESN has been deactivated. This is a very important step, and is one of the details that is most often overlooked when customers submit an order with us.
So why should you care about clearing your ESN before you send it into us? Well, for one, we can't pay you for a 100% working device if we find that the ESN tied to it is still active on your account. Secondly, it's a matter of security. We always stress data security and if our customers help us by ensuring that all previous information, not only pictures and contacts but also account information, there is a significantly less chance that that information would fall into the wrong hands. Lastly, if a CMDA phone is not cleared from it's previous account, it can't be activated by any other user, effectively turning the phone a paper weight. That's the exact opposite of what we want to see happen with these phones. We want to be able to give your old devices a second chance to be used again by someone else. You may think that your phone is old and outdated, but to someone else, it's a major upgrade!
Now, what if you call to have your phone deactivated but they tell you that you can't? What happens then? Since all CMDA accounts are directly tied to a phone, and not to a SIM card, it's necessary that all past due bills and fees are cleared or else your network provider will not clear your device. More often than not, the main reason why you wouldn't be able to deactivate your device is simply because the billing cycle for your account simply hasn't completed. However, there are other reasons why your account may be stopped from being clear, so check with your provider.
While it may require a few extra minutes of your time ensuring that your ESN is clear before you send your order in, trust me, it will save you from future hassles. To be frank, if we receive an order with phones that have not had their ESNs properly deactivated, it can be a bit of a nuisance not only for our team here at BMT, but for you as well. Allow me to explain. BuyMyTronics does not have the ability or authority to clear ESNs ourselves as we are not the owners of the phones have been submitted to us. When we process an order and find that the devices are still active, we need to contact you, the customer, to have you then contact your carrier to have your account deactivated. After you have done this, you would then be required to contact us again to let us know your phone(s) had been deactivated, at which time we would need to verify by running another check ourselves. It's a long, drawn out process that we can't avoid and depending on what carrier your use and the situation with your account, this could add days or even weeks to your order being closed. This means you don't get your money quickly, and that makes none of us happy.
So, before you rush to ship your CMDA Blackberry, Android Phone, or iPhone into us, take a quick moment to double check that your device is cleared from your network. It will help us to process your order as quick as we can, meaning that you'll get paid as quick as you expect.
As always, if you have any in-depth questions about your ESN number or any other 'tronic related query, our customer service team is always available to help you. Give them a shout at customercare@buymytronics.com. You can also contact us through Facebook and Twitter too!