www.galaxyshelp.com, live chat with samsung!!! Or dial T-Mobile 611.

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  1. SamsungVibrant

    SamsungVibrant Well-Known Member

    Thanks to a post in the captivate forum...Okay here is a website by samsung www.galaxyshelp.com

    You just click your carrier, the phone, and it asks you if you registered your phone or not, you can just click yes to go straight into the room. Then you can click on live chat, chat with a rep, and report the problem.

    This is what samsung says about the GPS... according to "jude" it is software based. Here is my conversation:
    ps..post your convo too!

    [​IMG]Please wait for a Samsung Agent to respond.
    [​IMG]You are now chatting with 'Jude'
    Jude: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
    Visitor: Hi Jude, can you please help me, I'm hoping you can provide some honest accurate answers
    Jude: Yes, I will provide you with the information available with us to assist you better.
    Visitor: Okay Great. What is going on with the Vibrant GPS problem. Samsung is silent on the issue. Is the problem hardware or software based. If it is software based, is an update going to be released anytime soon. And by soon I mean by next week, not months from now.
    Jude: Please allow me to go through the inquiry.
    Jude: I apologize for any inconvenience this may have caused you.
    Visitor: yes it has caused me a LOT of inconvenience, the gps navigation is 100 percent useless on the phone
    Jude: Let me provide the honest information regarding GPS issue reports we received.
    Visitor: ok
    Jude: We are getting reports that couple of customers are unable to lock GPS and few customers are experiencing intermittent problems accessing GPS.
    Visitor: only a couple? I think it is more than just a couple of customers.
    Jude: This issue is already reported to our Engineers and I suggest you to disable and re-enable GPS once to check if you are able to lock GPS.
    Visitor: I have diabled and re-enabled GPS, I have turned my phone off and on, I have taken my sim card out, I have done a battery pull, I have done a factory reset. I've done everything.
    Jude: Are you unable experiencing intermittent problems or unable to lock GPS at all?
    Jude: Thank you for confirmation of the troubleshooting instructions you have followed.
    Visitor: I am experienceing all of the above. It takes for ever to lock gps, when it finally does it never gets my location correct. The google navigation is compeltely useless, because it never knows my accurate location. My location jumps around, the navigation thinks my car is moving when I'm at a red light. I can go on and on
    Jude: Thank you for more information regarding the GPS issue.
    Jude: I suggest you to call our level 2 team for Galaxy S issues to raise a service ticket at 1-877-EZ2GALAXY (1-877-392-4252)
    Visitor: Jude, before I let you go, can you tell me if this is a hardware problem, or something software based, meaning it is fixable?
    Jude: Yes, it is a fixable problem and not a hardware problem.
    Visitor: you are 100 percent certain that it is NOT hardware based, and totally fixable?
    Jude: Yes, I am confirmed by the troubleshooting instructions we followed, it is not a hardware problem.
    Jude: Do you have any more questions for me?
    Visitor: thats it, can you please let your supervisors and level 2 and 3 team know, MORE THAN JUST A COUPLE PEOPLE ARE EXPERIENCING GPS PROBLEMS...FIX IT ALREADY!
    Jude: Yes, we have informed our supervisors about the GPS issue and the Samsung technical support team is working on the issue.
    Jude: An update or fix will be released for this issue very soon.
    Visitor: WOW, OKAY THANKS!

    jree and jmreed97 like this.
  2. spiz

    spiz Well-Known Member

    In other words:

    jree likes this.
  3. SamsungVibrant

    SamsungVibrant Well-Known Member

    Are you calling Samsungs Rep Jude a liar? LOL, I actually believed him/her. I mean it seemed like he/she was pretty confidant that a fix is being worked on to be released soon.
  4. 30glock

    30glock Active Member

    I think w a name like Jude its safe to say she, now we all need to contact them, Strenth in numbers. They might not listen or care about 20-30 people, but lets hit them w a couple hundred.
  5. 30glock

    30glock Active Member

    Jude: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
    Visitor: Hi
    Jude: Hi, please go ahead with your question.
    Visitor: The GPS on my Galaxy phone is not working
    Jude: I understand that you are having GPS issue with the Galaxy phone, am I correct.
    Visitor: Yes
    Jude: Let me know if the GPS is working intermittently or not working at all on the phone.
    Visitor: It does not lock on to any satalites and its position is 2 countries away.
    Jude: Do you see the signal for the GPS satellite searching for the signal, while using the GPS service.
    Visitor: Yes the signal is present
    Jude: Please remove and reinsert the battery of the phone.
    Jude: Now try to use the GPS and let me know the result.
    Jude: It has been a while I received a response from you, are we still connected?
    Visitor: What do you want me to check
    Jude: Try to use the GPS and let me know if you are able to use the GPS service fine, now.
    Visitor: I am using a GPS Status APP, IT is showing 12 in view, IN USE IS 0
    Jude: Please come to the Main screen on the phone.
    Jude: Then tap on Applications.
    Jude: Then tap on Settings > Location and Security
    Jude: Then check the " Use wireless networks".
    Visitor: tHAT HAS BEEN DONE
    Jude: Now again, try to use the GPS and let me know the result.
    Visitor: Is this the first time you are hearing about this Issues? The device can detect the satalites but it does not lock onto any
    Jude: I suggest you contact Samsung Phone Support at 1-877-EZ2GALAXY (1-877-392-4252).
    Jude: Once you contact our Samsung Phone Support they will help you in this.
    Jude: It is a toll free number and you won't be charged for contacting our voice support team.
    Visitor: Again is this an ongoing issue with this device
    Visitor: Hello
    Jude: I apologize for any inconvenience this may have caused you.
    Visitor: OK can you answer the question
    Jude: You can contact the phone support as that is the higher support for this issue.
    Visitor: Well I am Asking you a direct question, are you not allowed to discuss this.
    Visitor: Hello
    Jude: No, the Samsung technical support is working on this issue.
    Visitor: Then if it is a known issue WTF are you asking me to pull the Battery
    Jude: And an update or fix will be posted to the webpage.
    Jude: The issues have been fixed after performing the above steps.
    Visitor: Then what are they working on, Instructions on how to pull the Battery
    Jude: Just to confirm, have you contacted the voice support in this issue.
    Visitor: No
    Jude: Please do contact them as that is the support for the Vibrant phone and they will have better resources to assist you better.
    Visitor: Thank you
    Jude: You are Welcome.
  6. jmreed97

    jmreed97 Well-Known Member

    I just got off of Chat with JUDE, he disconnected my session without warning, then I continued to chat with Ruth... Below are the sessions, I got no information. Jude told me less than he/she told SamsungVibrant.

    Please wait for a Samsung Agent to respond.
    You are now chatting with 'Jude'
    Jude: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
    Visitor: Hi... I am trying to find out if there is going to be any fix for the GPS issues with the Samsung captivate.
    Visitor: I have already called tech support with no success in fixing the problem.
    Jude: I understand that you are having GPS issue with the phone, am I correct?
    Visitor: Yes.
    Visitor: Are you aware of these issues? They are affecting most Galaxy S phones according to the android forums
    Jude: Just to confirm, have you performed the steps for enabling and disabling the GPS to trouble shoot the issue.
    Visitor: yes... I have done the enable, disable of GPS
    Visitor: enable disable of use wireless networks
    Visitor: and rebooted the phone, removed the battery, and sim.
    Visitor: nothing worked.
    Visitor: My GPS takes forever to lock (even outdoors with a clear sky) and is off by a block and a half when the GPS does get a location.
    Jude: Thanks for the information provided.
    Jude: I suggest you contact Samsung Phone Support at 1-877-EZ2GALAXY (1-877-392-4252).
    Jude: It is a toll free number and you won't be charged for contacting our voice support team.
    You are not currently in a chat session.
    You are not currently in a chat session.

    I reconnect since I wasn't satisfied...

    Visitor: Hi... I was just chatting with JUDE but was disconnected and I'm not sure why...
    Ruth: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
    Ruth: I apologize for any inconvenience this may have caused you.

    I cut and paste my chat with JUDE

    Visitor: That was my chat with JUDE...
    Ruth: Please allow me to go through the inquiry.
    Visitor: I just want to know if you are aware of these issues and if Samsung is doing anything to fix them...
    Ruth: As we have received few issues related to GPS on
    Ruth: Sorry for the typo.
    Ruth: As we have received few issues related to GPS on Captivate phone and most of the issues got fixed by enabling the aGPS on the device.
    Visitor: And for the many people where that didn't help? Is samsung aware of us?
    Ruth: Yes, we are aware of the issue regarding GPS.
    Visitor: Is there going to be a fix for this issue?
    Visitor: Or should I return my phone?
    Ruth: As we are in chat support, we are not sure about the future updates. To get the information about future updates contact our voice support team or visit our Samsung website.
    Visitor: ok... thanks... I'll call.
    Ruth: You can contacat our dedicated Galaxy voice support team at 1-877-EZ2GALAXY (1-877-392-4252).
    Ruth: You're welcome. Is there anything else I can assist you with?
    Visitor: no... Thanks!
  7. 30glock

    30glock Active Member

    Ok I am not sure
    what is going on, but after calling the number a support specialist asked me for my eimi number, and iam currently in my car and wtf it locked onto 4 satellites really fast and its dead on, not sure if its related , I'm just posting my results.
  8. jmreed97

    jmreed97 Well-Known Member

    I doubt it is related... They asked for that number when I called about my wife's Vibrant as well as when I called for my Captivate. My captivate has been working lately, but my wife's vibrant is worse than ever.
  9. SamsungVibrant

    SamsungVibrant Well-Known Member

    It was jude, he/she fixed it for you.
  10. spiz

    spiz Well-Known Member

    I wonder if it could be a regional problem? I'm not sure how that would work since it has to do with satellites, but I ended up talking to a few Vibrant owners at the TMobile store and none of us are having the GPS problem.

    In fact, my GPS locks on faster than any of my friends' Android devices... including the Droid, Nexus One, and Incredible.
  11. presence06

    presence06 Well-Known Member

    Same here, Haven't had a problem with GPS at all. Locks on within a few seconds and is dead on.
  12. jmreed97

    jmreed97 Well-Known Member

    My wife's vibrant won't reboot any more... Gets to the welcome screen and stalls. Guess we are going to get her a new unit tonight! Hope she gets one with working GPS, that will be awesome!
  13. Ogmodon

    Ogmodon Member

    I would call them a liar and only because of the conversations I had with samsung the last few days.

    On Tuesday the 27th I spoke with Greg Crenshaw and was told that some one from tech support would call me the following day. They did not, the call came on today the 29th not the 28th.

    I spoke with their tech support gal who a) did not understand the issue and kept trying to talk about e-mail. And when she finally did comprehend the issue she said it was not samsung but was a problem on googles side.

    Now the issue is that the vibrant is not pulling down the google contact groups to the phone and displaying them

    I then asked her if it is a google issue then why is the G1, the my touch slide, the droid, the droid x and the garminfone all pulling down the proper google contacts and groups? The only phone giving a problem is the Vibrant.

    She then told me I cant guarantee it wont stay like this forever but we have had a lot of calls on this, I imagine they will fix this.

    I also asked her how they can claim to have multiple e-mail account support including their cooperate e-mail account when all e-mail accounts are sharing the same signature. Or why so many phones are suffering from GPS problems. Let alone not doing the one thing an android platform phone should be able to do and that is work with g-mail like every other phone company's phone can.

    At this point I was placed on hold. waited 15 minuets and had to enter a secure facility so I hung up on her. It was obvious she did not know how to do her job, let alone tell the truth so didn't see the point in waiting on her. She did call back apologized and said Greg Crenshaw would be calling me back to make arrangements for buyers remorse. He has not yet called me back.

    So now I get to draw up an action plan to ban any and all samsung products from these agency's and the facility's.

    Greg Crenshaw did return my call, he had actually left two messages on my office line. Although did not use my cell # that was provided and I was assessing the IT needs of my different facilities making me believe he did not return my call. For this I apologize.
  14. SamsungVibrant

    SamsungVibrant Well-Known Member

    Let us know how your wife's new phone works...especially the GPS!
  15. SamsungVibrant

    SamsungVibrant Well-Known Member

    Who is Greg Crenshaw and what is buyers remorse? Is this some kind of samsung program?
  16. spiz

    spiz Well-Known Member

    Buyer's remorse is a term meaning that as a consumer/buyer, you have a certain time period to return anything for no reason whatsoever, depending on both the individual state's law and the company's policies.

    For example, T-Mobile allows a 14 day buyer's remorse period which is acceptable in all 50 states... meaning we can return/exchange a TMobile product for any reason within that time period.
  17. SamsungVibrant

    SamsungVibrant Well-Known Member

    oh okay, its actually 30 days in california.
  18. Ogmodon

    Ogmodon Member

    He is the principal listed for Samsung Telecommunications USA

    Name:Greg Crenshaw
    Company: Samsung Telecommunications
    Phone: (469) 467-3490
    1000 Klein Rd Ste 200
    Plano, TX 75074-3757
    Website: SAMSUNG United States - Main
  19. SamsungVibrant

    SamsungVibrant Well-Known Member

    so is he a big shot at samsung? what is he saying about the gps problem, or is he just denying it, even though people around the world on every carrier are reporting gps problems.
  20. jmreed97

    jmreed97 Well-Known Member

    Forgot to update... No new phone... Her battery was just dead. She didn't charge it over night. Plug it in, and it works fine.

    -She doesn't quite get this high tech stuff...:D But I lover her.
  21. SamsungVibrant

    SamsungVibrant Well-Known Member

    This is my most recent conversation with galaxyshelp.com
    SAMSUNG is totally acting like only a "few" customers are reporting issues. A "few" my behind.

    This barney person didn't seem as bright as Jude. At least Jude was more re-assuring that a problem exists.

    [​IMG]Please wait for a Samsung Agent to respond.
    [​IMG]You are now chatting with 'Barney'
    Visitor: Hi Barney
    Barney: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
    Visitor: Barney, i'm growing impatient with Samsung. Can you please provide an accurate update on the GPS issue. I'm losing my patients, and about to return the phone for a different brand.
    Visitor: patients=patience
    Barney: I apologize for the inconvenience.
    Visitor: Thats fine, just please let me know whats going on with this GPS problem.
    Barney: Well, we are able to fix the GPS issue on the phone after following some basic trouble shooting steps.
    Barney: Let us work together to fix the issue on your Samsung Vibrant.
    Visitor: can you please list the trouble shooting steps
    Barney: Sure.
    Barney: Let me know whether it is taking very long time to locate current location or is not displaying current location at all.
    Visitor: Barney, do you own the vibrant?
    Barney: Yes. We do have Vibrant with us.
    Visitor: so if you have a vibrant with you, why would you ask me a silly question. You know it has both problems. Takes very long to locate me, and if it does finally locate me, the location is wrong!
    Barney: Did you try turning off and on GPS application?
    Visitor: I'll tell you what i've tried:
    Visitor: Do they include turning off the gps and back on? I've done that. Battery Pull? I've Done that, still doesn't work. Take out the sim card? I've done that, still doesn't work. Turn wireless networks on? I've done that too, still GPS doesn't work. Turn the phone off and on, yes that too, still no help. Factory data reset, yes did that also, still GPS doesn't work.
    Barney: Well, I see that you have tried with all the troubleshooting steps.
    Barney: I suggest you contact our level 2 phone support to work further on the issue.
    Barney: I will provide our phone support contact information to get further assistance on the issue.
    Barney: You can contact them at 1-888-987-4357, Mon-Fri: 7 AM - 9 PM (CST), Sat: 9 AM - 6 PM (CST).
    Visitor: okay, can I ask you another question Barney.
    Barney: Sure. Go ahead!
    Visitor: My Vibrant's Super Amoled Display can not display white colors. Everything that should be white is gray to blue looking.
    Visitor: I have turned up the brightness in the settings, also turned up brightness in the web browser. This still look blue
    Barney: Is the issue happens when you are working with any particular application?
    Visitor: This issue is most apparent when I run web browser. However, I have downloaded other applications with white backgrounds, and I have noticed the grayish blue coloring there also. So I do not believe the problem is aplication based.It is a blue coloring of the screen.
    Barney: Is the issue started after installing any third party application from Market on the device?
    Visitor: No, I first noticed this issue the moment I turned my phone on the very first time. Everything looked gray, then when I increased the brightness, everything looked more blue. I will repeat again, I do not believe it is an application based problem
    Barney: I'm sorry for the delay. I'll be right with you.
    Barney: As the issue is happening from the date of purchase without installing any software, I suggest you contact place of purchase for further information on it.
    Visitor: okay, have you heard any other customers complaining about blue screens?
    Visitor: or rather, a blue tint?
    Barney: Well, we have not received any such complaints on this issue as of now.
    Visitor: How about the GPS problem, have you receieved any such complaints about GPS?
    Barney: Well, very few of our customers have reported the same issue. But, we were able to fix the issue after following the troubleshooting teps.
    Visitor: ohh so customers who turned off gps and back on, now have fully functional gps?
    Barney: Yes. After doing a soft reset GPS performance is increased on the device. Also, once you contact our level 2 support you will get further assistance on the issue.
    Visitor: okay, Barney before I let you go, I'm just curious, where is this chat support based out of. Are you in the United States or somewhere overseas?
    Barney: Well, this is professional chat session.
    Barney: We are not authorized to reveal any personal or location information.
    Barney: Your understanding is greatly appreciated it!
    Visitor: Oh, so you can't tell me where the support is based out of, for a product that I paid money for? It's some sort of secret?
    Barney: I am sorry. We are not authorized to provide any such information in this chat session.
    Visitor: So before I go, let me get this clear. Samsung customers who purchased products, are not allowed to know where their product support is being based out of?
    Barney: I am sorry for the delay.
    Visitor: Its okay, I experience the same delays with GPS
    Barney: Give me few minutes, while I provide you the information.
    Visitor: okay thank you

    I waited several more minutes, and Barney never returned.
    By the way, their troubleshooting steps include turning your phone off and on, turning gps off and on, and doing a factory reset. Things that most common sense people do. Love how they keep stressing "few"... ya right... more like almost everyone with your phones.
  22. robo21

    robo21 Well-Known Member

    Hey Samsung, are you a doctor? You said you were losing "patients" if that's the case and the phone is the cause, we should be able to get this escalated as a matter of LIFE OR DEATH! :eek:
  23. robo21

    robo21 Well-Known Member

    I called and left Greg a voice mail - let's see if he returns the call.
  24. SamsungVibrant

    SamsungVibrant Well-Known Member

    I corrected the typo in the next sentence, where I wrote "patients=patience"
  25. SamsungVibrant

    SamsungVibrant Well-Known Member

    can you explain who greg is again, and does he have some kind of authority to fix this?

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