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Bill Morgan
Works at ConocoPhillips
Attended Cameron University
Lives in Wilds of New Mexico
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Bill Morgan

Discussion  - 
 
Welcome to my final Samsung Support rant!

I just took the email answer I received after going through the support section of Samsung's website and used it as a basis for a phone call that took around two hours. The end result was rather sad, and not a surprise. It's useless. Worse, it is what it appears to be.

After all of the time on the phone, much of which involved presenting evidence that what the "manager" was telling me was not what was actually happening, I got exasperated enough to point out that there wasn't anything in this for me, there was nothing they could do to make it right, and the only possible gain would be for Samsung if, and only if, there was anybody there who actually cared about the customer service experience.

There was some silence on the line followed by an offer to connect me with their legal department. All I could say after that was that I would take that as a "no", that there wasn't anyone who cared, and have a nice day.

That's it minus the details of all of the calls and emails and stuff. So it's frustrating and really sad, especially because the hardware is so good.... but the service is as bad as it gets. It is, in fact, as bad as it appears to be, and I am now convinced it is not some oversight or internal problem... that at some level a decision has been made and the purpose of the whole service department is to keep them from getting sued...to meet the letter of the law and nothing more, and to do that as cheaply as possible.

Okay. I'm not going to sue. I'm not going to call any more, either.
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Bill Morgan's profile photoKevin Wendland's profile photo
3 comments
 
+Bill Morgan agreed
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Bill Morgan

Discussion  - 
 
Marshmallow?

Nooooooooooooooooooooo.

Here we go again.
5
Frank Hazelton's profile photo
 
LoL.......I know, right!
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Bill Morgan

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+Samsung Support USA​ So is the fix for the Note Pro 12.2 upgrade going to be another 4 weeks? I'm just looking for a clue, here. My Logitech keyboard was disabled by the upgrade, and I've just sort of been waiting for some sign of life from Samsung. So far, all that's happened is the determination that it is Samsung's problem (It was around a week before I heard that) then a week or two of silence, then an email saying again it was a Samsung problem to fix and adding that they were in fact working on it. I know, upgrades are hard. Apparently communication is hard, too...harder than I thought.

Even so, I'd appreciate any information or even some official communication saying there isn't any information... just so I know you're all still alive in there and you haven't forgotten about this major screwup.
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Bill Morgan

Discussion  - 
 
My daily life has changed a bit since the update to 5.0.2.

Now I have a cup of coffee, maybe check the vegetable garden, peek at a weather report, then go to my email and respond to the one from Logitech that asks, every day, if my issue is resolved. Every two or three days I also have one from Samsung saying how sorry they are and how grateful they are for my patience.
I've taken to responding to the emails with nonsense or random letters every now and then to see if anything happens. Nothing so far. I've also started counting the weeks that have gone by with no resolution or information... we're closing in on a full month with no change and almost nothing at all.

When I'm through with all of that, I listen to some podcasts or read about how Samsung is trying to change strategies and concern over the response to their newest products, and whether the top executives should wear regular neckties or bow ties.

Now that I've found work around 's for almost all of the mistakes Samsung has made and the damage they have done to my equipment, I'm a lot more patient. Still disgusted, still watching my opinion of Samsung's leadership go lower than I thought possible, but patient. Since I am now and will remain a former Samsung customer until they change their act at least as much as Microsoft has changed theirs... well, I'm just watching now.

Live and learn. 
7
Steven Le Mercier's profile photoAndrew Hughes's profile photoBill Morgan's profile photo
4 comments
 
I don't think Logitech can do much. The email is entertaining though. Samsung is pitiful. In my case they have taken a bad but understandable mistake and built it into the game ending collection of brainless and completely unnecessary screw ups. 
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Bill Morgan

Discussion  - 
 
Simulated Progress!

I just got a message from Samsung support! It said they (or he or she... whatever) were not only still very sorry to hear about my problem with the Android update, but also even more very sorry for the delay in responding to my last plea for a response. I have to hand it to Samsung, they really know their customer support.

They or he or she also informed me that they or he or she were or was or is aware of the problem and that professionally trained experts were working on it. Top. Men. A solution is expected like really soon. This is almost but not quite a confirmation of the rumors we've been getting by on for three weeks. I prefer to think of that as "Three Freakin' Weeks", but that's just me, I guess.

So there you have it. The payoff for rudely complaining and impatiently whining about the lack of communication or acknowledgement for Three Freakin' Weeks is imperfect semi-confirmation of an incomplete rumor!

Hah! Top THAT Microsoft! Let's see Apple reach that level of support! Could any company besides maybe Blackberry do that well? I don't think so.

I certainly hope not.
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Terry Poulin's profile photoBill Morgan's profile photo
4 comments
 
+Terry Poulin More of a gout feeling, actually. But thank you for your patience. Your call is very important. 
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Bill Morgan

Discussion  - 
 
Astonishing technology news! In spite of the complicated and dangerous scientific obstacles stopping the hard working experts at Samsung from fixing the problems caused by the recent OS upgrade, it turns out it does not prevent at least on lower quality Bluetooth keyboard (made by some other hard working experts somewhere and sold by Newstyle) from working just fine.

How do they do it?

I am still sure Samsung is pulling out all the stops for their part of this fix because they don't even have time to answer their email and the tech support phone people don't have any new information. They couldn't possibly be stonewalling customers who purchased their most expensive flagship tablet, so they must be concentrating all of their efforts into saving the world from Logitech... or whatever.

I don't really like this keyboard. It's very generic, and just barely seems to be designed or modified for tablets. No idea about battery life or any of that. I can say that it is okay as a stand-in, and it looks like some of the special keys might have something to do with Android tablets... but the most amazing thing is this;

After pairing it with the tablet and connecting, when you press the keys they actually Do stuff. They type, for example. This is something that has been beyond the capacity of my Note Pro 12.2 for going on three weeks.

Given the build quality and the complete lack of branding on the keyboard or the instructions, I'm guessing this is a totally generic product made somewhere in Asia, rebranded and packaged by Newstyle. Cost me $25.00. I can't really tell where it came from or who actually built the thing, but I'd like to thank them. There is a lot about it I don't like, but it types...even on a Samsung Galaxy Note Pro 12.2 AFTER the 🍭 upgrade. It's apparently aimed at the Japanese market, given the little emoticon thingy it puts on the screen when I type the name of the Android OS upgrade.

Whatever. It types. You hang in there, Samsung.
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Dan Trevino's profile photoBill Morgan's profile photo
4 comments
 
Well, Monday is on schedule, and that is when the rumor ... the rumor being all of the news available about the subject ... but that is when the rumor says the Samsung patch will be unleashed. That's a fix for game controllers, as I heard it... but maybe it will also fix the other broken stuff.

I guess if Samsung isn't going to talk about this, we'll all have to wait a decade or two for the Discovery Channel to run a "What Really Happened" documentary on it.
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Bill Morgan

Discussion  - 
 
Further Exercises In Futility

Well, whatever. I just now logged into the Samsung account page, jumped through all of the hoops under "contact us" and told them what they already know: They broke my tablet, they haven't shown any signs of taking positive action. I added a couple of things they may not know but should: I'm truly irritated, for one... and I am demanding clear information or a fix, and if they can't do that I want to know how to file a formal complaint.

I expect more of what we've all already gotten so far.. I'll give this one a week, then I suppose I'll try the BBB, maybe the FTC or our state folks. At least that will be more productive than just waiting.

If anything comes of the "contact us" attempt I will post it here...right after the paramedics start my heart back up.
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Bill Morgan

Discussion  - 
 
I haven't found an easy way to share email traffic here, but this, in random order and format, is my "you kids get offa my lawn" email from Logitech. Also my useless reply.

I just can't wait for my survey.


msg-a:r-491622161950578024
file:///message/454224688/msg-a:r-491622161950578024me
to customercare@logitech.com
No. No answer, no solution, no resolution.

Someone there must realize how insane this all is. Could you please let me communicate with that person?

If nobody there really has a clue how to deal with this, then just keep sending these information-free emails.

At least you aren't wasting stamps.




customercare@logitech.com
to me
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Bill Morgan

Discussion  - 
 
Hancom?

I've been using Google docs and it's siblings for quite awhile, but I just heard some positive things about this Hancom Office thing. I usually shy away from the bloat ware that comes with too many new devices, but I've downloaded this thing to give it a try.

Anybody have any tips or warnings or anything? I'd never heard of it until it showed up on my new Samsung stuff, and was never tempted to try it until I read a comment or two--especially about the spreadsheet component.

Have any of you fellow travellers tried it?
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Bill Morgan's profile photoAndrew Wilson's profile photoMel Martin's profile photoTom Morrow's profile photo
6 comments
 
So far, I've been happy with Hancom Office's spreadsheet because it'll open password-protected workbooks whereas Microsoft's Android release of Excel won't (unless there's an update I'm not aware of).
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Bill Morgan

Hardware  - 
 
Seriously, now. Is Samsung trying to get rid of their mobile type customers? I like their hardware, and don't have a problem with their software other than the legendary bloatware. Their support is down there with the absolute worst, however, and they keep doing things that make me wonder if maybe their product managers don't need to get out more... and farther.

The L update was marred by some errors that certainly LOOK to be the result of pretty careless testing or extremely stupid decisions. I don't think they are stupid, either... but leaving out generic device drivers for such a variety of Bluetooth devices is pretty sad. The support has been ineffective to say the least.

What do we think? Do they want to concentrate on washing machines?

I've recently spent considerable sums on Samsung equipment, and my reward for that investment has been a seriously disabled Note Pro 12.2 and the worst customer and tech support I've experienced in many years. No communication, and more important, it's been almost a month and everything is just as broken as it was when I first contacted them about it. Almost no communicaation, and what I have gotten has been incorrect and/or meaningless. For one reason or another, Samsung really can't be bothered with my silly little problems.

In my case, even though I really do like the hardware, I won't be buying any more of it.. barring some astonishing rebirth of the company, of course. Obviously, I'm not their target market. Okay, Samsung, I can take a hint... there are there device makers, and their support can't be any worse than yours, so I won't bother you after I wear out the $2000.00 (roughly) worth of stuff I've so recently bought.

I know there are many others with similar silly little problems... so what do we think? Stupid? Arrogant? Culture shock? Even more stupid?
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Simon Robinson's profile photoBill Morgan's profile photo
2 comments
 
+Simon Robinson Believe me, they've heard. I'm a lost cause anyway... I just wondered, since it appears to be a really widespread blowing off customers policy, if it was intentional or stupid. I'm sure they sell enough refrigerators and washing machines to get by without doing much with the mobile stuff. Seems like it would be easier to just tell the customers to shut up and get lost and to stop making the stuff than to keep up this elaborate ruse.
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Bill Morgan

General Discussion  - 
 
Non-news?

So the Samsung upgrade has been a total debacle for the Note Pro 12.2 and at least some other tablets. Besides turning many Bluetooth accessories into slag--including Logitech keyboards, which is why I am steamed up, they have handled it by first giving out some incredibly bad tech support advice followed by total silence.

I have not seen or heard a single mention of this on any tech news shows... prompting my question: Is this kind of moronic fumbling mess so common it is not newsworthy any more? Is BAD now the "new normal?"

How far we have fallen. I know it's hard to do, and I know tech companies are rarely complemented on their excellent customer service or communication skills... but we at least used to notice.
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Education
  • Cameron University
    English, 1967 - 2000
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Old enough that I don't understand these kids today, but not so old I leave my turn signal on.
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I am a basic geek.  Privacy skeptic.  Libertarian.  Nervous about even having a public profile, but hey.
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Staff Geek
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  • ConocoPhillips
    Staff Geek, present
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Wilds of New Mexico
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Southern California - Here, Germany, Oklahoma - vinh long, viet nam
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