[Samsung Galaxy S7 Edge Questions and Answers] Robotukas:
My phone was rooted when I bought and I expected to get to get back to the stock room. I don't care about warranty but I care about able to use apps on my phone. Probably your people don't what risks you take when you buy the phone from shops. The main problem I have with phone what I can't use any payment service (Samsung Pay, Google Pay or Barclay), next I can't use Samsung password management and even I can't use oyster TFL app because my phone is rooted. I tried all stock firmware version no one is working. The game is changing with the rooting phone. One thing that I don't like about Android is software updated. I don't blame shop guy who sold the phone with the latest update but it had to root the phone in order to update to the latest. Android is not same as was before it is changing without letting consumers know that in future you will have trouble using your phone. Below where chat transcript with Samsung support team.

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Robertas Suminskas

16:51:22 I need to unroot phone because Samsung pay and password management app it says the phone is rooted

Calm

16:51:22 Welcome to Samsung Support. Please allow me a moment to read through your enquiry.

16:51:57 Hi, Robertas! My name is Calm from Mobiles Live Chat Support. How are you doing today?

Robertas Suminskas

16:52:17 fine

Calm

16:52:25 I understand that you are getting error message that your phone is rooted. No worries, let us double check that.

16:52:31 That's great, Robertas! I hope I can make it even better.

16:52:45 May I know where and when did you purchase your phone, Robertas?

Robertas Suminskas

16:53:11 I am happy to do unroot but I need assistance how to do it

16:53:45 I bought from shop

16:54:03 not Samsung official shop

Calm

16:55:28 I see. I hate to be the bearer of this news, once the phone is rooted, I am afraid that we won't be able to un root it. As we don't recommend that to our phones as that can cause serious damage on the phone. We will now double check if the phone has really been rooted. Rooting a phone can cause serious damage to the phone as it will completely remove the original software of the device, therefore, possibly changing the functionalities of the phone. Also, rooting the phone voids the warranty. To check, please follow these steps:

16:55:36 1. Power off the device completely. 2. Press and hold the volume down button, power button, and home button simultaneously until you see the screen turn blue. 3. Once the screen turns blue, please press the Volume Up Button. 4. Could you please tell me what you can see next to Product Name, Current Binary, System Status, and Knox Warranty Void?

Robertas Suminskas

17:00:02 Product Name: SM-G935F Current Binary: Samsung Official System Status: Official FAP lock: Off Warranty void: (0x030c) AP SWREV: B:2 K:0 S:1

Calm

17:04:15 I see. Thanks for that information. We have confirmed that the phone is rooted, Robertas. It would be best to get in touch with the retailer where you purchased the phone. As rooting the phone will void the warranty.

Robertas Suminskas

17:04:41 Product Name: SM-G935F / Current Binary: Samsung / Official System Status: Official / FAP lock: Off/ Warranty void: (0x030c) / AP SWREV: B:2 K:0 S:1

17:06:08 I don't have time to chase retailers or whatever and I don't care about the warranty. What I want you to help me to unroot the phone.

Calm

17:06:36 I am afraid that once the phone has been rooted, it cannot be undone, Robertas.

Robertas Suminskas

17:07:57 This something new. Do all customers know about this? Or you just implement this system from galaxy s7?

17:09:33 It needs to be published this officially because I am not going to buy anymore Samsung phone. Is to risky

17:09:53 I am afraid

Calm

17:11:14 Rooting a phone means installing a customise operating system on the phone which is a third party software. Just to give you an idea, we do not tolerate rooting phones and we don't sell rooted phones as well. As you have mentioned, you have not purchased a phone from an official Samsung Store, I am afraid that the retailer that you bought the phone from customised or modified the phones that they are selling.

Robertas Suminskas

17:13:31 there is firmware or software in all devices (laptops, TV, phone and so on). Where is way yo recover if software got the issue. So please don't tell me that is not possible to do this as long is a OS issue

Calm

17:15:05 I do understand that you would like the phone to be un rooted. However, as much as I would like to help you do that, once the phone has been rooted it cannot be undone. Also, if in case you bring the phone to one of our Support Centres, the Engineers would just refuse to fix the phone as it is been rooted. Rooting a phone is not software issue, Robertas. Rooting a phone is not done by Samsung. Like I have mentioned, we don't recommend that.

17:16:20 Rooting a phone can cause serious damage to the phone as it will completely remove the original software of the device, therefore, possibly changing the functionalities of the phone.

Robertas Suminskas

17:16:20 So it means I can't use all Samsung service. Why you don't officially this?

Calm

17:17:02 Like I have mentioned, we are not the one who installed the custom OS. It is done probably the store where you purchase the phone from.

Robertas Suminskas

17:17:08 People don't know this and you implement starting from Galaxy S7

Calm

17:17:48 All devices can be rooted. It is up to the customer if they would install a custom OS. We do not tolerate that, Robertas

Robertas Suminskas

17:18:24 But it you didn't say that services will be limited

Calm

17:18:41 Yes, that is why we don't recommend rooting a phone.

Robertas Suminskas

17:19:51 I know this now from your words but not in the paper and Samsung warranty. This original stock firmware

17:21:38 you locked some app to the phone and I didn't see in any papers

Calm

17:24:21 Just to give you a heads up, we are not the one who roots the phone as we don't recommend that. If you'd like, I can send you a proof on your email on how to check if the phone has been rooted.

17:24:27 May I know your email address?

Robertas Suminskas

17:24:59 robertas.suminskas@gmail.com

17:26:52 This lack information from Samsung and I gonna look way to publish this so people be aware what they are buying and what risks they take.

17:27:14 I understand is hardware is modified but is only software

Calm

17:27:16 Also, may I know from what retailer did you purchase your phone?

Robertas Suminskas

17:27:54 I don't remember name it was 1.5 year ago

17:30:05 Better apple phone to buy than Samsung because peple can do jailbreak or un-jailbreak

Calm

17:30:13 Not all of Samsung phones are rooted, Robertas. We are not the one who modified the operating system of your phone. The reason why it is rooted because it was been modified by someone. And also, just to take in to consideration, you have purchased a phone to a unauthorised third party retailer.

Robertas Suminskas

17:30:45 but if I want to install stock firmware so why you say that phone is modified?

Calm

17:35:01 We perform a troubleshooting step earlier which is the Root Checker. Based on the information that you have given me, your phone has been modified.

Robertas Suminskas

17:35:07 where plenty sources on the internet how to unroot the phone? are they not real?

Calm

17:35:27 The device IS rooted if: Product name does not match the device. Current Binary does not say official or id there are counts in brackets. System Status does not say official. Knox Warranty Void (S4 and above) does not say 0x0.

17:36:27 Based on the information you have given the Knox Warranty Void is (0x030c). It should be 0x0.

17:36:43 We don't recommend that, Robertas.

Robertas Suminskas

17:38:28 Explain to me why Samsung service like Samsung Pay and Password? How do they work check phone?

17:38:54 what else is limited that I don't know?

Calm

17:39:00 Because once the software has been modified, it will change the functionalities of the phone. As the original software has already been removed.

Robertas Suminskas

17:39:42 I want get back original software. Where I can get this?

Calm

17:42:27 Once the phone has been rooted, it cannot be undone, Robertas. I am sorry about that. I highly suggest to get in touch with the retailer where you bought the phone. After this chat session you will have an option to save this chat transcript. You may present this as a proof that your phone has been modified. They might consider giving you a refund.

17:44:28 Aside from this, is there anything else that I can help you with whilst you still have me on the line?

Robertas Suminskas

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Remember one thing with every Android update they gonna limit and limit more services on the rooted phone and they are making things to be undone.

I don't see the point to buy android phones from shops and at all. I remember I had phone Galaxy S2, S5 and I was rooted my self just to try and to learn. But I didn't have the problem to unroot. I don't care about warranty if is NOT VALID after that. But what I care is about getting full android experience. On rooted phone full Android experience is gone and this information is not published officially.

I believe most people don't about this and they thought that only warranty you lose.