[Samsung Gear S] illdill:
It's Official, Samsung Support SUCKS!

Here is my fairly detailed support/bug report communication with Samsung and their less than worthless response. They basically ignored my troubleshooting information, brushed off the S Health metrics issue and completely ignored the fact that I had suggestions as well. Not to mention their response was worded like spam from somewhere in Asia. Paraphrasing someones issue is not the same thing as addressing the issue. Pointing out the benefits of an update that makes the operation of the device unreliable does not make the update any better. Pointing out that no one has reported the issue when I just have is ignorant. They are lazy and do not want to do anything to make their product better or more reliable. Just another faceless corporation.

Samsung,

This is a technical bug I am reporting related to your recent update for the Gear S (T-Mobile US version SM-R750T). This bug is related to the GPS hardware.

My first Gear S device appeared to work fine while tracking walks and runs using the internal GPS until I received the recent update. (At first I didn't realize it was the update that caused the problem since it came out very soon after I got the device). However, through trouble shooting and obtaining a replacement device from T-Mobile I have been able to confirm that the issue is with the software update.

Please see the attached images for further clarification. After the update, the GPS would drop its connection approximately one out of every three runs I would track. When this would happen, the distance logged by S-Health as well as the calories burned would nearly double. A factory reset did not seem to resolve the issue (but I may have re-installed the update, or it could have been hardcoded into the device once installed, I am not sure of that). What did get it working however, was removing the SIM card and disabling all communications except GPS. Then it would track continuously without failing.

So I got a replacement from T-Mobile and DID NOT install the available update and that replacement device has been working flawlessly since with all comms functioning normally and the Gear S paired remotely to my Note Edge.

So two issues:

1) Software update 'breaks' GPS when Gear S is also connected to mobile networks or paired remotely to a device.

2) S-Health severely over-estimates distances and calories burned when GPS is not being used to track the activity.

This issue can be found on the following developers site where I have documented my activities:

http://xdaforums.com/gear-s/help/gps-dropping-t3065107

Here you can see that others have experienced the same issue.

Thank you for your time and I sincerely hope you address these issues in the next update as well as some further recommendations for functionality that I have listed below.

Functionality updates:

Operating System (Tizen)

Add communication (BT, WIFI) toggles to the status drop down.

S-Health

Add personalized workouts to S-Health like weightlifting, just like you can add custom food items.

Add data export feature

Add additional ways of viewing and comparing the data (customizable graphs) so that certain vectors can be compared over time such as time of run, average pace etc.

________________________________________

Dear Timothy,

Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.

I see that you would like to report the technical bug reported after the recent update to us.

We haven’t received any attachments along with this email. You would like to inform us that after the update the GPS drops its connection approximately one out of every three runs. When this happen the distance logged by the S –Health and the calories burned will be nearly doubled and you attempted a Factory Reset in-order to resolve the issue.

I sincerely apologize for the inconvenience. Updating the product will bring positive changes to the device. The new features after the update are as follows. This device operates on Software Version R750TUVU1AOA7.

•Preloaded Stopwatch and Timer

•New icon glossary - Viewed under Settings > Gear Info > Icon Glossary

•DST timer fix for Arizona State

Samsung do not recommend or fully agree to the information shared on non Samsung websites.

As you are experiencing issues with the device, we need to check if the issue is in all the locations or only in a dedicated location. Unfortunately, as the device is replaced and we cannot troubleshoot the device currently.

Honstetly, as of now there are no reported issues after the device is being updated to Tizen.

I appreciate your time.

Should you desire additional assistance, we invite you to access the web-link http://www.samsung.com/us/support/contact to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.

For additional support and updates regarding your product, please follow us at [MENTION=5246982]SamsungSupport[/MENTION] on Twitter or like our page at https://www.facebook.com/samsungsupport.

Thank you for choosing Samsung products.

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Sincerely,

Verlin.