Poor Samsung service!!!

kawasaki2 SG

Recently, I brought my Samsung phone down to one of their shops. I requested for a firmware upgrade. Before this, I had tried to upgrade the firmware by myself, but caused all the data on the phone to be lost and no text could be displayed on the lcd screen.

And guess what, when I got my phone back, switched it on, noticed the firmware was still the same. So, I decided to confirm it by pressing *#1234# and I got the shock of my life when I saw the same old firmware version as when I first purchased my phone. I was furious but refused to question their customer service staff further. Evil or Very Mad

Now, I am wondering what the hell the technician did to my phone. From the looks of it, he simply re-flashed the same old firmware version back into the phone. Besides that, I also discovered that he used Bluetooth to transfer two files into my phone.
1) Samsung Spanish Guitar mp3 test file.
2) M1's "We're 10" wallpaper.
I deleted the two files mentioned above.

And guess what is written on the invoice?
Defect Descr: No display on lcd, aw data loss.
Repair Descr: resolder filter & upgrade s/w. z240dzgd4 - a9

Nothing about my phone's firmware has been changed one bit, and I'm thinking of lodging a formal complaint with the management.

I press *#1234# and it shows:
SW VERSION
Z240DZGD4

That's the old firmware version which was on my phone when I first purchased it from the M1 Shop. And the technician just simply re-flashes it back into the phone and calls it an upgrade?

I find it absolutely ridiculous. Here's a picture of what's on the invoice:

http://img138.imageshack.us/img138/6138/photo0003qt5.jpg

It's simple. Take for example, when you install a new version of firefox on your computer, you are upgrading it to a new version, don't tell me you install a new version, let's say 2.0.0.7, and after installing it, you open firefox again and click on Help--->About Firefox.
Out comes the dialog box and writes the version 2.0.0.6, which was the old one. Rolling Eyes

I wonder what your reaction would be.

Cool-gal SG

my reaction would be angry cos nothing was done but stil i wont complaint to their higher authority. i would go back n inform them again nicely and see wad they say.
dun assume, listen to their explanation first cos most of the time, we are not the technical side, so we dun noe how they work.

FireIce SG

maybe there is no need for simi firmware upgrade
u itchy hand spoil the thing then fixed liao but now u still kpkb?

kawasaki2 SG

Of course, it may appear fixed as it is working. But, telling your customer one thing and doing another, isn't that dishonesty?

And, the customer service staff that attended to me didn't even bother to explain anything at all, just gave me my phone and the invoice and asked me to sign.

My parents say that the technician who did this so-called repair work to my phone is a real goondu and a smart aleck.

xalkyrie SG

upgrade the firmware urself la

kawasaki2 SG

I already tried it once and killed my phone. Now, I'm not a professional although I do have some knowledge of upgrading handphone firmware, and I don't want to take the risk again and kill my phone a second time.

kawasaki2 SG

Good suggestion. I will do just that, but if nothing is done after a second time, I will consider the complaint as a last resort.

So, I'm hoping they have a good reason to give me.

You can see what's on the invoice, and I don't believe that there's no firmware upgrade available for my phone.

Plastic Bag SG

1. Why are you over-reacting? It's not like the technician broke your fone into pieces.
2. You sure there's a new firmware for your fone in the first place?
3. Why are you angry that the firmware is still the same, when the crux of the issue is to fix your fone so that the LCD display works again?

kawasaki2 SG

1.- I think it's dishonest that, when you tell your customer that you will do task A, you go ahead and be a smart aleck and do just the opposite. Now I don't find that fair and honest, because you are wasting your customer's time and energy, running to and from his house and the service centre/shop. And that strength and energy is being wasted just to have a handphone serviced. Properly.

2.- Why would they write the word upgrade s/w in the first place? Obviously it's saying that the technician will upgrade the phone's firmware. I do have information that there are firmware upgrades available for this phone, and I will kindly request one more time that it be done properly, or else I won't let them off.

3.- Perhaps you would like to read again what's on the invoice, if you can't read it, I have it all typed out clearly for you to see. I did tell the customer service staff that I want to have the phone's firmware upgraded, and what am I getting now? The technician was just slacking on his job.

kawasaki2 SG

Precisely. The crux of the issue here is that my phone has not been serviced properly.
Of course. We don't know what they will do to the equipment when we send it in for servicing.

de_middle SG

Laughing

Cool-gal SG

rem, just keep calm and relac ok..
see wad they say if not then shoot them.
relac..
breathe in, out,.... in......... out.................... in....... out.......

LatecomerX SG

Why didn't you check it before leaving the shop?

kawasaki2 SG

I did check it before leaving the shop. I had... no words to say when I checked my phone. Mad

I just couldn't believe what I saw.

kawasaki2 SG

Went back to the shop today, and guess what the man told me?

"Is the no lcd display problem okay now? Was all the data on your phone erased?"

'If there's no new firmware version available, we will just re-flash back the old firmware back into the phone."

He didn't bother much about what the technician wrote on the invoice. He acts as if nothing happened.

Next solution- Call the customer service hotline.

yongtoufu SG

Got many peepur fix things liao come back still broken or breakdown every month etc... and they still dontch have tis kind of overreaction...

Firmware was notch upgraded, ok, poor svc, yes, admittedly... but until "CANNOT BELIEVE MY EYES" and "LOSS FOR WORDS" reaction/?? dun wanna tell them on the spot and refused to say a word then come here kpkb? a bit sibei kua zhang.

can't imagine ur reaction when suddenly ur hse blackout while u playing ur computer game n didn't save.... commit suicide?? Laughing