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2772 posts

Uber Geek
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  Reply # 2132575 23-Nov-2018 11:46
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Just wondering @jjs1591 , did you get an update on this?

 

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





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler



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Wannabe Geek
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  Reply # 2134053 25-Nov-2018 23:40
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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.


 
 
 
 




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Wannabe Geek
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  Reply # 2137078 30-Nov-2018 10:16
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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.

 

 

 

 


343 posts

Ultimate Geek
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  Reply # 2137089 30-Nov-2018 10:28
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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.

 

 

 

 

 

 

If it gets to a certain point, is it worth taking to disputes? Unless by a stroke of luck you get another person or you can somehow stop their round-robin malarkey.

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Ultimate Geek
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  Reply # 2137381 30-Nov-2018 16:51
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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.

 

 

 

 

 

 

 

 


2772 posts

Uber Geek
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  Reply # 2139034 4-Dec-2018 10:00
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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.





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

2772 posts

Uber Geek
+1 received by user: 555


  Reply # 2144790 13-Dec-2018 13:29
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Did you ever get a result on this?





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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