Just wondering @jjs1591 , did you get an update on this?

Quite curious to see how Samsung treats you....

I'm still waiting for Samsung to get back to me.

I tried their online chat and they told me that the case manager hasn't responded to the case yet.

I'll try calling them within the next day or two.

On another note, I want to correct my original claim - when I was writing this up to send to Samsung, I noticed that the phone stopped working after about 2 weeks from the purchase date. Still, doesn't change the fact that it stopped working without any good reason why.

I've called the customer service centre so many times now.

All I've been told is that case manager will contact me and what the case manager originally wrote "the phone's been rooted. It cannot happen by itself. No refund" again and again and again. At least I have the name of the case manager now - Sarita. A quick Google search shows me that she's from a real estate agency background and she's been with Samsung for since earlier this year.

Even if I argue with the customer service rep. that Knox counter is not tripped, Telegistics is saying that 'well, Samsung says the warranty is void' and Samsung is saying 'well, our repairer says that the phone's been rooted'. It's just goes in a circle.

Sarita's been away sick for the last 2 days and again I'm waiting to hear from her.

jjs1591:

I've called the customer service centre so many times now.

 

All I've been told is that case manager will contact me and what the case manager originally wrote "the phone's been rooted. It cannot happen by itself. No refund" again and again and again. At least I have the name of the case manager now - Sarita. A quick Google search shows me that she's from a real estate agency background and she's been with Samsung for since earlier this year.

 

Even if I argue with the customer service rep. that Knox counter is not tripped, Telegistics is saying that 'well, Samsung says the warranty is void' and Samsung is saying 'well, our repairer says that the phone's been rooted'. It's just goes in a circle.

 

Sarita's been away sick for the last 2 days and again I'm waiting to hear from her.

 

 

 

 

Hi jjs1591

If I was in your shoes, it would annoy me that these people who seem to be just untrained phone jockeys are making proclamations based on what they have been told to read out on their computer screen (thinking not required); go the CGA route and explain your situation this is really unacceptable from Samsung the reason for KNOX is to provide a no emotive 'proof / no proof' mechanism to see if a phone has been tampered with. 

What Samsung are effectively saying, is their tool to confirm a phone is not legitimate is flaky and does not work and cannot be trusted so why advertise it like its advertised here.

https://support.samsungknox.com/hc/en-us/articles/115013562087-What-is-a-Knox-Warranty-Bit-and-how-is-it-triggered-

Have fun.

That seems like a very good description of the proper mechanism to identify if the phone has been tampered with (or not).

Yours identified as still having knox intact (so not tampered with).

I think you would also have to wonder why someone would actually try and install non legit firmware on a phone that is brand new.

I know there are some chronic 'custom modders' out there, but this usually only happens when the phone OS is no longer supported and people start looking for third party sources to update their phones.

Did you ever get a result on this?

Sorry for not posting an update earlier - I was travelling overseas and I couldn't login to make posts.

I still called Samsung service centre while I was overseas.

Eventually, I managed to speak to a case manager called Ernest. (Sarita was away - as most of the time by the look of it)

He didn't know much about the case so he asked me to send him the evidences that I sent to Sarita.

That was about 2 weeks ago. No reply since.

I called Samsung again just to hear that Ernest is on leave today and he'll be back tomorrow.

I also found out that the service centre is in Manila, Philippines and the case managers' office is in Albany, Auckland.

I'll try calling him again tomorrow - and try to locate exactly where that office is in Albany and find out there phone number.

Some googling + phone calls, I got the phone number for the Samsung office in Northcote.

Ernest is away today as told. I'll try calling the office directly tomorrow.

I had few email conversations with Ernest.

He asked me to send the phone back to Telegistics for further analysis so I emailed Harvey Norman (Wairau) to send the phone back.

More waiting.. 

Jeeez Samsung customer service is beyond a laughing stock

Another update! *Phone still not sent*

Harvey Norman was not keen to send my phone back to Telegistics without knowing who will pay the inspection fee again.

Ernest @ Samsung confirmed that Samsung will cover the fee since their head tech is requesting to send the phone back to "try something"

I really hope whatever they try works and I can get my phone back.

Another update:

I received the phone few weeks ago from Harvey Norman and so far it's working fine.

After receiving the phone, I sent an email to Samsung asking for any sort of compensation for the time I spent without the phone and the trouble that I had to go through to get this done.

The case manager called me to get some feedback on their service and he sent me a Samsung 5100mAh fast charging battery pack with an apology letter.