[AT&T Samsung Galaxy Note5] grahamwell:
The Samsung Support Experience ....

You are now chatting with 'Sudarshan C'. The reference number for this chat is 4300365926. There will be a brief survey at the end of our chat to share feedback on my performance today.

Sudarshan C: Hi, thank you for contacting Samsung Technical Support. How may I help you today?

Graham: Hi. Can you give me some advice.

Graham: I've a Galaxy Note 5, the AT&T version.

Sudarshan C: Hi.

Sudarshan C: Okay.

Graham: I also have the Gear VR

Graham: They don't work together.

Graham: It's not the Gear VR, I've got it working with a friends S6

Graham: I believe it's the firmware on the Note 5

Sudarshan C: I will be glad to assist you with the Gear VR information.

Graham: So it needs to be updated from A0GG to A0J1

Graham: No, the Gear VR is fine.

Sudarshan C: Please let me know the Base band version of the device so that I can check the Software update. You can find it in Apps >> Settings >> System >> About device >> Base band version

Graham: N829AUCU1AOGG

Sudarshan C: Have you purchased the device in UK?

Graham: Yes

Graham: That's the problem

Graham: I've given it to a friend who is now in San Francisco

Graham: I asked him to take it to Best Buy - The Bay Bridge store in Emeryville

Graham: He's just been there and they say they can't help.

Graham: 'They only do software' is what apparently they told him

Sudarshan C: Thanks for the details.

Sudarshan C: You have reached the chat support for US products, we do not have information on the non US Products. I will try helping you by providing the appropriate contact information for further assistance.

Graham: It is a US phone.

Graham: It's an AT&T phone

Sudarshan C: What is the model number of the device? You can find it in Apps >> Settings >> About device >> model number. It generally starts with SGH, SCH, SPH or SM.

Graham: Its an SM 920A

Sudarshan C: May I have three minutes while I get the required information? Meanwhile, to have an interactive experience of Samsung products, visit us at http://samsungsimulator.com/

Graham: Sorry, a SAMSUNG-SM-N920A

Graham: It is now in San Francisco. I need a firmware update.

Sudarshan C: Okay.

Graham: I chatted a month or so ago to another Samsung Tech who advised me to get it to a Best Buy store.

Graham: So that's what I've done.

Graham: But they're not helping.

Graham: Susheel K, who advised me to do this.

Graham: That's the contact at Samsung

Sudarshan C: Thank you for being online.

Sudarshan C: May I know the carrier that you are using with the device now?

Graham: In the UK, I'm using it with EE. It's unlocked

Graham: But it doesn't get updates. Not surprising since that model doesn't exist in the UK

Graham: Susheel K advised me that updates were only available in the US.

Graham: So that's why I've sent the phone over there.

Sudarshan C: Have you tried to update the device from settings/

Graham: Yes, it doesn't work. It says update interrupted.

Graham: AT&T have their own update software. They've replaced a lot of the system functionality.

Graham: It's not pretty.

Graham: There are a bunch of people in the UK with this problem.

Graham: There doesn't seem to be any solution that works in the UK. I've checked this out on XDA, we've tried everything.

Sudarshan C: Let us try Safe mode on the device and try to update,

Sudarshan C: Safe mode will disable all the download applications and boot the device only with basic pre installed applications.

Sudarshan C: 1 Power the device off

Sudarshan C: 2 Press and hold the Power key.

Sudarshan C: 3 When the device vibrates; release the Power key and immediately hold down the Volume Down key

Sudarshan C: 4 Keep pressing the Volume down key until the device boots up completely.

Sudarshan C: 5 If successful, Safe Mode will appear on the device screen in the bottom left corner.

Sudarshan C: Please let me know if you need any assistance in performing the above steps.

Graham: Well I can't do that because I'm in the UK and the phone is in San Francisco.

Graham: I can get my friend to do it though, but it will take a while.

Graham: Why won't Best Buy help?

Graham: They are supposed to be your support on the ground.

Sudarshan C: You need to visit US best buy to update it.

Graham: Yes, my friend has just done that, in Emeryville in San Francisco.

Graham: That is in the USA

Graham: They don't seem to know what they're doing.

Graham: (There is no Best Buy in the UK, it's a US only store)

Sudarshan C: It is the only option.

Graham: What is the only option?

Graham: I don't understand you

Sudarshan C: You can try to update the device in Safe mode, if not you need to send the device to US service center and we will reflash the device with new software.

Graham: Where is the US Service Center?

Sudarshan C: Is there anything else that I can assist you with?

Sudarshan C: Plano, Tx.

Graham: Why are you telling people to take the phone to Best Buy if that isn't an option that would work?

Graham: I mean Samsung Support. Do Best Buy not have the firmware?

Sudarshan C: You can update the device at US best buy store.

Sudarshan C: Is there anything else that I can assist you with?

Graham: But my friend has just been to a US Best Buy store and they said that this was not possible.

Sudarshan C: As the issue perisists at Best Buy only option is to send the device to service center for update.

Graham: The issue does not 'persist at Best Buy'. Best Buy do not seem to know that they are supposed to help with problems like this.

Graham: It's a very poor customer experience.

Sudarshan C: As you have changed the carrier of the device , we cannot update the device from settings, You need to contact AT & T carrier as update is released both by carrier and Samsung.

Graham: It's a shame, because you make lovely phones.

Sudarshan C: May I help you with anything else?

Graham: So are you saying that even if I send it to Texas, you still won't help?

Sudarshan C: The device will be updated at our service center.

Graham: You promise? A couple of messages ago you said I had to go to AT&T

Sudarshan C: If you don't want to send the device to service center you need to contact At & t.

Graham: And what, exactly, should I ask them?

Sudarshan C: When is the update going to be relased to the device.

Graham: It was released in September

Sudarshan C: Contact At & t ask them when it is gonig to be released to your device.

Graham: I give up. Thanks for your 'help'

Sudarshan C: You're welcome. Is there anything else I can assist you with?

Graham: No, I don't think you can help me with anything at all.