Actual conversation with a samsung rep


  1. smal26

    smal26 Member

    Please wait for a Samsung Agent to respond.

    You are now chatting with 'Kyle'

    Kyle: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
    Visitor: how do i update my tab
    Visitor: kies mini keeps crashing on windows 7 ultimate 32bit
    Visitor: it says there is an update but will not update
    Kyle: I understand that you are trying to update the Galaxy Tab. Am I right?
    Visitor: is there a direct link
    Visitor: yes
    Visitor: i am updating galaxy tab
    Kyle: Thank you for confirming.
    Visitor: i have baseband T849UVJJB
    Kyle: Unfortunately there is no update available at this time for Galaxy Tab, nor is there an estimated date of one being released.
    Visitor: FROYO.UVJJB
    Visitor: WHY DOES KIES MINI SAY THERE IS AN UPDATE AND THEN IT CRASHES
    Visitor: I ALSO HAVE A VIBRANT AND IT DOES THE SAME THING
    Kyle: I am sorry to inform you that the KIES mini software is not yet released for the devices. Once the information is official, it will be posted on the Samsung website.
    Kyle: Just to confirm, Are you trying to update the Tab or Vibrant phone?
    Visitor: BOTH
    Kyle: As of now update is available only for the Vibrant phone. There are no updates available for the Galaxy Tab.
    Visitor: SO WHY DOES IT NOT WORK WITH THE VIBRANT ALSO
    Visitor: KIES KEEPS CRASHING
    Kyle: Please let me know the version of the KIES software you are using now.
    Visitor: V.1.0.0.11011_4
    Kyle: Okay.
    Kyle: Thank you for the information.
    Visitor: IT UPDATES AUTOMATICALLY
    Kyle: Please let me know the firmware version of the phone.
    Visitor: ECLAIR 2.1
    Kyle: Okay.
    Kyle: Thank you for the information.
    Kyle: Please let me know whether you have unchecked the USB debugging option on the phone or not.
    Visitor: IT HAS NOT WORKED CORRECTLY SINCE SEPTEMBER IT KEEPS INSTALLING UPDATES WHEN THEY ARE AVAILABLE BUT NEVER WORKS
    Visitor: UNCHECKED
    Kyle: Okay.
    Kyle: Thank you for the information.
    Kyle: Please let me know the Operating System you are using on the PC.
    Visitor: I TOLD YOU THAT ALREADY. ITS WINDOWS 7 ULTIMATE 32 BIT
    Kyle: Thank you for the information.
    Kyle: Have you restarted the PC after installing the KIES mini software?
    Kyle: It has been a while since I

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  2. DrPennington

    DrPennington Well-Known Member

    Cool story bro?
    pantlesspenguin likes this.
  3. mdtolic

    mdtolic Well-Known Member

    So.... did you call the next level of support?
  4. ronbot

    ronbot New Member

    This is the second Samsung chat support transcript I have seen, and it really sounds like they are picking keywords out of your text and generating automated responses. Yes, 'Kyle' may not be human!! Anyway, I wouldn't expect anything better than the standard troubleshooting questions and responses from this system.
  5. jgreetham

    jgreetham Well-Known Member

    This is similar to every exchange I've ever had with "live chat" support. As ronbot says, they are just picking up on keywords.
  6. chkul8r

    chkul8r New Member

    LOL! I've actually gotten to talk to Samsung's tier 2 tech support and they're not much better than the "live chat" support! Long story short, I was told to factory reset my phone and see if that helps. Customer service seems to be a dying thing.
  7. SmallDL

    SmallDL Active Member

    similar here, though I had "paxton" though I'm pretty sure it was a real person, cause my chat had typos. Either way, I ended up checking the debug box and holy crap it worked! i found that solution via the t-mobile forum from a youtube video
  8. Jason Pedersen

    Jason Pedersen Well-Known Member

    I don't know about your Tab, but I had to re-download the Kies Mini for it to read my Vibrant. I was auto updating too, but it didn't work. Once I just downloaded to software brand new, it worked fine.

    However, I might recommend against going to 2.2, it's buggy as hell and I'm only putting up with it while I wait for a replacement handset for a speaker issue. I would Odin back to 2.1 but I really don't want to have to redo all my apps to Odin again before I send it back (not that it's that tough, but still, I hate having to redo all those steps all the time). The Flash support is great though, and the internet and Wi-Fi calling are tip top above 2.1.

    as for buggy as hell: keyboards suck (autocorrect is awful, location is awful, no Android keyboard, I miss my gingerbread keyboard), GPS is crap again if it ever works, it's a little laggy (to be expected though), among other things I can't think of. I find it odd that Devs can come up with far better software. Eugene's Gingerclone is the sh!!.
  9. hake0305

    hake0305 Well-Known Member

    I also had issues w/Mini Kies and the only way I got it to work was by checking the debug box. I also read this on the Tmobile Vibrant forum. After the box was checked, Kies recognized the phone and did the upgrade.
  10. Snow904

    Snow904 Active Member

    I got the OTA update for the 2.2 but it never went to install or download all it did is pop up and say new software update click to proceed what a freaking teaser. I ended up doing the kies although i had unroot my phone and than factory reset just because it didn wanna recognize me in kies mode and once i figured out that only a 32 bit version would run it i had to get my dusty ol laptop that runs xp [still fails to amaze me how windows ****ed up vesta] and than download all the freaking drivers which was a nightmare... after a solid 3 hours of messing around and downloading and installing kies finally recognized my phone and gave me the go heads on the download. All this over a software update that tmo and samsung failed misrubly...

    although i did some thinking its funny how 2.2 came rolling out right before the galaxy s 4g that has the same 2.2 as the vibrant ... I think this was done on purpose to piss vibrant users off about thinking to switch over to the 4g which should have been the phone that was supposed to be released last year ... smh still waiting on a strong phone that comes from a releable company that wont bend u over like an inmate. And mytouch sucks bloatware up the a$$
  11. ParishL31

    ParishL31 Well-Known Member

    I've had troubles with my phone too when it got bricked. The chat was worthless, pretty sure it's automated. The customer service phone line helped and got my problem solved. I had my phone rooted and flashed new kernals when it bricked. I guess I got lucky whoever serviced my phone was too lazy to check if it was rooted, cause I got the reflash under warranty to 2.2 and my warranty is still in effect.

    Hooray, Samsung's only positive feedback on the forum!
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