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Old July 29th, 2010, 11:43 AM   #1 (permalink)
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Default www.galaxyshelp.com

Looks like Samsung has launched a dedicated site supporting the Galaxy S - www.galaxyshelp.com

I contacted their live chat on the site and asked about the GPS issue. Here's a short snip of the conversation
Ruth: We need to perform soft reset by removing and reinserting the battery. If the issue still persists, check the signal strength. Turn OFF and turn ON the GPS. If the issue still persists, the device need service at the service center.
Visitor: OK. I'm in a building right now and don't exect to be able to get a signal in here anyway. I've tested the GPS functionality in several ways and have made several changes to GPS settings. Some seem successfull at first but never fully resolve the issue. I'm a member of several forums specific to the Galaxy S and we've all shared our experiences and settings. The community is under the impression that Samsung has acknowledged that it's aware of the problem and is working on a firmware fix. I'm mainly contacting you to verify that that impression is correct. Can you tell me if Samsung knows about the problem and is working on a fix?
Ruth: Please allow me to go through the inquiry.
Ruth: As this is the level-1 Tech support I recommend you to contact our Level-2 tier at 1-877-EZ2GALAXY (1-877-392-4252) regarding your query.
Ruth: You will get the exact information about the issue and firmware update to fix the issue.
Visitor: OK. Thank you for your help Ruth, I will do just that!

I'm going to call Tier 2 now

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Old July 29th, 2010, 11:51 AM   #2 (permalink)
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Default This is the good news.

It looks like Samsung does want to make Galaxy S a success and takes support issues seriously. I think it's a very good sign.
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Old July 29th, 2010, 11:53 AM   #3 (permalink)
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keep us posted
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Old July 29th, 2010, 12:02 PM   #4 (permalink)
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I got the same response as the op.
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Old July 29th, 2010, 12:07 PM   #5 (permalink)
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I called the Tier 2 number. She seemed to know what I was talking about and now I'm waiting in the queue on Tier 3 support! I'll update when I get off the phone with them.
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Old July 29th, 2010, 12:16 PM   #6 (permalink)
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I love how the first thing mentioned in their videos sections is syncing facebook,

Quote:
Want to sync your Facebook? Learn how to add or remove widgets? Samsung Product Support TV (SPSTV) gets you the answers. Check out these special edition videos to help you get the most out of your Galaxy S phone.
Then you go in and check out their videos and not a single one of them has anything to do with facebook. I wonder who the genius was behind this website.
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Old July 29th, 2010, 12:32 PM   #7 (permalink)
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They want you to register your device, but no matter how you try to enter the numbers it always comes back invalid. Worthless. LOL.
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Old July 29th, 2010, 12:35 PM   #8 (permalink)
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Got off the phone with Tier 3 support. He confirmed that Samsung was aware of the problem and is working on a fix. He stated that the fix is being rolled out for the i9000 (European Galaxy S) so he didn't think it'd be too much longer for us in the US.

He advised to subscribe to the Samsung Twitter (@SamsungService) and Facebook (SamsungService) feeds as they would be the first places to announce the release of the fix. I asked him about the SUPL/CP settings and he stated that Samsung didn't even allow Tier 3 techs to enter the GPS diagnostics! Understandable I guess, Samsung wants to keep that as compartmentalized as possible.

The coolest thing? He said he was on this board as well and takes note of the issues people are having. That, combined with all the resources Samsung is throwing behind this product line (like a dedicated help site) makes me feel pretty damned good about my purchase!
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Old July 29th, 2010, 12:36 PM   #9 (permalink)
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Originally Posted by Baldilocks View Post
They want you to register your device, but no matter how you try to enter the numbers it always comes back invalid. Worthless. LOL.
I had already registered my device on Samsung's main page. On this site, I just said I'd already registered and it didn't ask any more about it.
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Old July 29th, 2010, 12:36 PM   #10 (permalink)
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Quote:
Originally Posted by Baldilocks View Post
They want you to register your device, but no matter how you try to enter the numbers it always comes back invalid. Worthless. LOL.
Worked for me... they want the serial number not the IMEI number...
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Old July 29th, 2010, 12:39 PM   #11 (permalink)
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Originally Posted by jmreed97 View Post
Worked for me... they want the serial number not the IMEI number...
Yes, I know the difference.
I've even gotten a magnifying glass and entered every number and letter and it still comes back as invalid.

There are quite a few people who have had this problem.
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Old July 29th, 2010, 12:40 PM   #12 (permalink)
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Quote:
Originally Posted by MrTony View Post
He stated that the fix is being rolled out for the i9000 (European Galaxy S)
Thanks for the info, but I haven't seen any verification of someone getting the fix on the Galaxy S forums...

Hopefully they are close though, as a few people have been told it is rolling out.
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Old July 29th, 2010, 12:42 PM   #13 (permalink)
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Quote:
Originally Posted by Baldilocks View Post
Yes, I know the difference.
I've even gotten a magnifying glass and entered every number and letter and it still comes back as invalid.

There are quite a few people who have had this problem.
Sorry, I wasn't trying to be a dick... I entered the wrong number first and thought you might have too... I wasn't aware others were having the problem.
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Old July 29th, 2010, 12:45 PM   #14 (permalink)
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Quote:
Originally Posted by Baldilocks View Post
They want you to register your device, but no matter how you try to enter the numbers it always comes back invalid. Worthless. LOL.
Worked for me the first try. Their website needs a little work, but it still got the right product when I put the IMEI in.
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Old July 29th, 2010, 12:51 PM   #15 (permalink)
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Quote:
Originally Posted by jmreed97 View Post
Thanks for the info, but I haven't seen any verification of someone getting the fix on the Galaxy S forums...

Hopefully they are close though, as a few people have been told it is rolling out.
I stand corrected... Looks like there is verification from CLOVE Technology that the Euro Samsung Galaxy S has the fix ready... Yeah!!!

Post #254
GPS issues?
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Old July 29th, 2010, 12:54 PM   #16 (permalink)
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Suh-weet. I guess maybe we'll get it sometime next month then...
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Old July 29th, 2010, 01:08 PM   #17 (permalink)
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The tech also said that Froyo was on schedule to be released for the i9000 in September. He figured it'd take a month or two after that for US carriers to approve of the apps list and lock down what they wanted before we'd get a release for our phones.
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Old July 29th, 2010, 01:14 PM   #18 (permalink)
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The tech also said that Froyo was on schedule to be released for the i9000 in September. He figured it'd take a month or two after that for US carriers to approve of the apps list and lock down what they wanted before we'd get a release for our phones.
Good... Well that is some confirmation that the "fix" won't be wrapped into froyo.
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Old July 29th, 2010, 01:25 PM   #19 (permalink)
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Quote:
Originally Posted by Baldilocks View Post
They want you to register your device, but no matter how you try to enter the numbers it always comes back invalid. Worthless. LOL.
Quote:
Originally Posted by jmreed97 View Post
Worked for me... they want the serial number not the IMEI number...
It worked just fine for me and all I did was enter the IMEI number (that is what it asked for on my end)
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Old July 29th, 2010, 01:35 PM   #20 (permalink)
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Sorry for a bit OT, but where can I find the "Model code" they're asking for in registration?
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Old July 29th, 2010, 02:59 PM   #21 (permalink)
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Sorry for a bit OT, but where can I find the "Model code" they're asking for in registration?
I think it's the one that's on the sticker under the battery: SGH-I897
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Old July 29th, 2010, 03:41 PM   #22 (permalink)
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I've entered the IMEI number and the S/N Number, neither of them were recognized. I tried the day after I got the phone also, with the same results.

Finally just gave up trying to register it.
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Old July 31st, 2010, 11:07 AM   #23 (permalink)
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Well, there's Model Name (where you can select SGH-i897), then another drop down called Model Code with these options:

SEG-I897ZKAATT
SGH-I897ZKAATT
SGH-I897ZKMATT

I'm assuming it's one of the second two (SGH like the model), but I had a siny ZK out to the right of my SN, so that doesn't help to figure out which one!

I might just pick one and let 'er rip
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Old July 31st, 2010, 05:20 PM   #24 (permalink)
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Registered fine with IMEI number
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Old July 31st, 2010, 09:16 PM   #25 (permalink)
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I had to use the IMEI code, and I did choose the middle of the model numbers. However, I kept getting the error. I finally re-entered the IMEI code and hit tab, and their background code somehow recognized it as a valid serial finally, even popped up the manufacture date before I hit the button. So yeah, it's checking on the fly when you put it in, and using Firefox at least caused some issues with the coding that kept returning invalid serial for me for a while.
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Old August 1st, 2010, 10:21 AM   #26 (permalink)
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Quote:
Originally Posted by [DT] View Post
then another drop down called Model Code with these options:

SEG-I897ZKAATT
SGH-I897ZKAATT
SGH-I897ZKMATT
Right. These were the model codes I was referring to above. I haven't gone back to try to register again yet, but will likely try again today. Did you ever get it to work for you?
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Old August 1st, 2010, 11:44 AM   #27 (permalink)
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Great news!! So glad to see Samsung is really pushing the Galaxy S so hard
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Old August 1st, 2010, 06:09 PM   #28 (permalink)
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If you have Twitter, follow galaxyssupport. I got a tweet from Samsung on Friday that there will be a fix in the near future, possibly this week.
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Old August 1st, 2010, 06:14 PM   #29 (permalink)
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Quote:
Originally Posted by t-readyroc View Post
Right. These were the model codes I was referring to above. I haven't gone back to try to register again yet, but will likely try again today. Did you ever get it to work for you?
I didn't! Though I didn't put a ton of effort into it either. If/when I get registered, I'll make sure I post how I did it.
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Old August 1st, 2010, 07:09 PM   #30 (permalink)
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He advised to subscribe to the Samsung Twitter (@SamsungService) and Facebook (SamsungService)
Oh hell no, that was like getting a virus.
Never seen so much spam so quickly.
Un-subscribed.
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Old August 1st, 2010, 09:50 PM   #31 (permalink)
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Look like this is only for US user..... too bad I live in HK

Quote:
Originally Posted by MrTony View Post
Looks like Samsung has launched a dedicated site supporting the Galaxy S - www.galaxyshelp.com

I contacted their live chat on the site and asked about the GPS issue. Here's a short snip of the conversation
Ruth: We need to perform soft reset by removing and reinserting the battery. If the issue still persists, check the signal strength. Turn OFF and turn ON the GPS. If the issue still persists, the device need service at the service center.
Visitor: OK. I'm in a building right now and don't exect to be able to get a signal in here anyway. I've tested the GPS functionality in several ways and have made several changes to GPS settings. Some seem successfull at first but never fully resolve the issue. I'm a member of several forums specific to the Galaxy S and we've all shared our experiences and settings. The community is under the impression that Samsung has acknowledged that it's aware of the problem and is working on a firmware fix. I'm mainly contacting you to verify that that impression is correct. Can you tell me if Samsung knows about the problem and is working on a fix?
Ruth: Please allow me to go through the inquiry.
Ruth: As this is the level-1 Tech support I recommend you to contact our Level-2 tier at 1-877-EZ2GALAXY (1-877-392-4252) regarding your query.
Ruth: You will get the exact information about the issue and firmware update to fix the issue.
Visitor: OK. Thank you for your help Ruth, I will do just that!

I'm going to call Tier 2 now
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Old August 2nd, 2010, 02:25 PM   #32 (permalink)
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Quote:
Originally Posted by [DT] View Post
Well, there's Model Name (where you can select SGH-i897), then another drop down called Model Code with these options:

SEG-I897ZKAATT
SGH-I897ZKAATT
SGH-I897ZKMATT

I'm assuming it's one of the second two (SGH like the model), but I had a siny ZK out to the right of my SN, so that doesn't help to figure out which one!

I might just pick one and let 'er rip
Couldn't get registration to work.

I tried both of the last two with a triple-checked S#, no go. Tried the IMEI number too just to test and also didn't work.
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Old August 2nd, 2010, 03:54 PM   #33 (permalink)
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Quote:
Originally Posted by Baldilocks View Post
Yes, I know the difference.
I've even gotten a magnifying glass and entered every number and letter and it still comes back as invalid.

There are quite a few people who have had this problem.

I ended up using the IMEI # and it worked
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Old August 2nd, 2010, 06:15 PM   #34 (permalink)
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You enter the IMEI number in the S/N box. When you enter the number it even tells you the manuf date.
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