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Samsung live chat about 2.2

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BigCiX

BigCiX

Android Expert
Just had a live chat with a samsung agent from their website regarding 2.2.

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Please wait for a Samsung Agent to respond.
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You are now chatting with 'Sherwin'
Sherwin: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
angry galaxy s user: whats taking so long for a simple upate like 2.2 to come out. xda developers have already had roms out for months but yet samsung is avoiding updates just like the behold 2. When is it coming out?
Sherwin: I need a minute to summarize your question so I make sure I fully understand what you are asking.
Sherwin: I understand that you want to know why the the Android 2.2 update is taking so long time to release. Am I correct?
angry galaxy s user: yup. date please
Sherwin: Thank you for confirmation.
Sherwin: We are unable to speculate when a software revision might be available due to the fact that this might lead to inaccurate information and confusion.
Sherwin: I am sorry we do not have information about, why the update is being delayed.
Sherwin: I would have surely helped , if I had any information regarding them.
angry galaxy s user: you guys are a joke at samsung.....you've been saying that lame statement since july. I bet u screw us over just like the behold 2 with updates. I hope you know this is really hurting your next flagship smartphone when it comes to sales.
Sherwin: I am sorry for the inconvenience caused to you.
angry galaxy s user: not only me but the hundreds of thousand galaxy s users here in the US
Sherwin: I understand your concern.
Sherwin: However we do not have any information about the release date of the update.
Sherwin: However,the update should be released in upcoming days.
Sherwin: Is there anything else I can help you with?
angry galaxy s user: we were promised the update by the end of the year. Two days left...no word about the update...i don't thing in the upcoming days
Sherwin: I apologize for the confusion regarding the miscommunication of Android 2.2 release from the Samsung Website.
angry galaxy s user: so your saying in a few days we (U.S.) customers should see the update. That is what you stated above right Sherwin. "However,the update should be released in upcoming days."
Sherwin: Yes, the update should be released in the upcoming days for U.S customers.
angry galaxy s user: alright.....I'll keep that in mind. Thank u
Sherwin: You're welcome. Is there anything else I can assist you with?
angry galaxy s user: yeah....what is upcoming considered? Days...weeks or months?
Sherwin: Its upcoming days.
Sherwin: However we do not have any exact date of release of update.
Sherwin: Is there anything else I can help you with?
angry galaxy s user: nope..thats it.....u said upcoming days so that shouldn't take long.
angry galaxy s user: later!!!
 
Why would you blame Samsung at this point? Froyo has come out for other Galaxy S variants. I could be wrong, but I believe only the US versions still do not have Froyo. Seems to me this is now an at&t problem, not a samsung problem.

Is there something I am missing that points the finger at samsung for this mess?
 
If verizon, t-mobile and sprint (final version) had 2.2 and at&t didn't then I could believe it was on at&t's side
 
Just posted the same question on 'ask a question' site for Samsung and got two different answers.

1. i have already installed this on my phone and works great flash support is great. The official release date is November 15, 2011. No, this is not a typo. Sorry

And the Canned:

We are unable to speculate when/if this software revision might be available due to the fact that this might lead to inaccurate information and confusion. Should this become available, it will be posted on our website in the Samsung Download Center. Please feel free to check back with us periodically for updates. Thank you for your continued interest in Samsung products. Sincerely, Technical Support


So I guess even though we were all captivated we were also Samscrewed...
 
@ the OP: I have to say that was a terrible excuse to abuse a frontline customer rep that really has no inside knowledge. No reason for it IMO and shameful behavior to boot..you must have known going into that chat that you would come out with nothing more than you went in with
 
fldude99 said:
@ the OP: I have to say that was a terrible excuse to abuse a frontline customer rep that really has no inside knowledge. No reason for it IMO and shameful behavior to boot..you must have known going into that chat that you would come out with nothing more than you went in with
Click to expand...

I was thinking the EXACT same thing.
 
These types of threads are just dumb. Nothing useful comes from the chat or the thread about the chat. I at least hope the op feels better about themselves so at least it wasn't a total ware of time.
 
these threads crack me up i love to hear from the reps and all that. i want my froyo thats what we all want. why not complain? i am an avid samsung user. Have you seen the washers and dryers these guys put out there groundbreaking not even joking. So i really dont want to get a real bad image from them with there smart phones.
 
JayC said:
Sherwin: However,the update should be released in upcoming days.
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There's a legal significance between "should" and "is" or "shall"....just because it SHOULD be coming out doesn't mean that it will for sure. If the rep said the update IS/SHALL be released, then it would be different.
 
fldude99 said:
@ the OP: I have to say that was a terrible excuse to abuse a frontline customer rep that really has no inside knowledge. No reason for it IMO and shameful behavior to boot..you must have known going into that chat that you would come out with nothing more than you went in with
Click to expand...

Here's the deal fldude.....I've had this phone since the second week it came out. I've seen way more phones get 2.2 yet alone an actual date to be released. Samsung hasn't even provide that. You don't think us captivate users deserve to get some type of information on a simple date for froyo. Over 5 months has this phone been released and here we are on 2.1 still. The nexus s is the same phone yet it has 2.3. So u can judge me all u want about giving the rep a "difficult" time. Samsung needs to start doing it's work and provide it's galaxy s users (U.S.) with updates. This is ridiculous!
 
Could you have been even more of an asshole at this poor level 1 rep that is most likely improperly trained for even the most autonomous tasks?

Only read the first couple of lines. Would not rather waste my time reading something so idiotic and moronic.
 
Well, you have all your rights to be angry, but not at the representative. It must be a bitch working as one picking up calls over and over about the same issue. At the same time, it's definitely not effective messing with the lower-level employees. I wonder if we can get one of them to like, transfer us up to a manager or some executive...now that would be fun for sure. I really hope some big news site directly interviews Samsung about it since it makes more of an effect if they do it.
 
I don't think the op was at all nasty or mean. Samsung pays attention to these chat logs. Maybe if they see enough of them they will realize peoples disgust and be motivated to improve both support and development for devices.
 
I think these venting sessions with their reps might get passed along to upper echelons.

On twitter, the really squeaky tweets get passed further up the chain by galaxySsupport..
 
yahoowizard said:
Well, you have all your rights to be angry, but not at the representative. It must be a bitch working as one picking up calls over and over about the same issue. At the same time, it's definitely not effective messing with the lower-level employees. I wonder if we can get one of them to like, transfer us up to a manager or some executive...now that would be fun for sure. I really hope some big news site directly interviews Samsung about it since it makes more of an effect if they do it.
Click to expand...

Your call won't get escalated unless you bitch, usually.
 
locsplitter said:
Could you have been even more of an asshole at this poor level 1 rep that is most likely improperly trained for even the most autonomous tasks?

Only read the first couple of lines. Would not rather waste my time reading something so idiotic and moronic.
Click to expand...

If u thought I was an asshole, I hate to see u think what a real asshole is. Apparently u don't think 2.2 is important but I do. I want flash without rooting my phone. That's one reason why I left iphone cause I for tired of handling jailbreaking!
 
JayC said:
If u thought I was an asshole, I hate to see u think what a real asshole is. Apparently u don't think 2.2 is important but I do. I want flash without rooting my phone. That's one reason why I left iphone cause I for tired of handling jailbreaking!
Click to expand...

No I dont think 2.2 is important. And if you think its important enough to treat another person at their place of employment like that I think you should get your priorities straight.
 
I think the reason people give the lower-level employees such a hard time is that it's the only avenue that Samsung gives us... they're the only ones they let us talk to. I don't doubt any one of these people who torment the lower level 1 peons would gladly instead have a decent conversation with someone many layers up, if given the opportunity.

Until such a time Samsung opens up a channel allowing for such, though, these useless level 1 techs are the only place we have to voice our frustrations. Maybe it'll trickle up, maybe not. Maybe it'll only trickle up if enough people do it. Who knows. But it's worth a try. Give us a better option and we'll use that instead.

I have no sympathy. If Samsung wants its level 1 support techs to stop being tormented, all they have to do is provide some real info and answers for a change. They refuse.
 
Well has anyone ever asked to talk to a supervisor? All I ever see are these people tormenting cs people. And then posting it like they have accomplished something.
 
Gamble1177 said:
No I dont think 2.2 is important. And if you think its important enough to treat another person at their place of employment like that I think you should get your priorities straight.
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U seriously thought I was mean to him..........ok bud....i apologize to u for hurting his feelings while typing on a keyboard. My priorities are now straight just like samsungs are when it comes time for updates.

Like u stated above, 2.2 isn't important to u but to others it is.

Mods please lock this thread cause apparently my "harsh" words to that poor samsung help agent hit the wrong button to a few members here.
Thanks!
 
Gamble1177 said:
Well has anyone ever asked to talk to a supervisor? All I ever see are these people tormenting cs people. And then posting it like they have accomplished something.
Click to expand...

I have, both at AT&T and Samsung. While level 1 techs will provide vague scripted info like shown, the supervisors will tell you whatever you want to hear just to get you off the phone at that point. The answers vary from person to person, and are often blatant lies that you can't prove until the next day or so once the call is long over.
 
sremick said:
I have, both at AT&T and Samsung. While level 1 techs will provide vague scripted info like shown, the supervisors will tell you whatever you want to hear just to get you off the phone at that point. The answers vary from person to person, and are often blatant lies that you can't prove until the next day or so once the call is long over.
Click to expand...

I agree sremick.....all I want is a simple date so I can stop waking up in the morning looking for froyo on this great phone. Is that to much to ask for.
 
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