[Samsung Galaxy Note 10+ Questions & Answers] gschot:
Seriously, what a disaster... Here my journey with the Samsung Support team...

- I initially made a call explaining the problem. The support agent told me that the integration is not active yet. I explained that a specific extra firmware was released in the Netherlands, explicitly reporting this feature in the release notes, so it would really surprise me if it was not available. The support agent then told me that the tech person was unavailable, but that they would call me back, the same day.

- I never received the call back, so I logged a question via Samsung Members. I got a response on that, telling me I had to send a screenshot and a log file (after enabling high level debug logging) on help.content.samsung.com

- I made a screenshot, but the log that was mentioned in a standard log enable procedure was not present on my phone, so I sent them again a clear description of the error, with a screenshot of the error, and a screenshot of the logs that were present, together with the question which of the logs shown they would need.

- This request was immediately answered that the samsung tech dept was going to look into it.

- Then I received an answer on the support site, telling me I had sent an invalid log file, and attached was the same procedure which was incorrect. I then looked for the 'reply' button. But wait.... THAT IS NOT PRESENT! You can only pose one question on which you receive an answer, but a customer is not able to reply to the thread again. No case numbers, whatever, to reference the question.

- So I called the support desk again, referring to the question on the support site. The response of the agent: "Unfortunately we can't see that, can you explain your problem please?" I then told her that Samsung first promised to call me back, which they didn't, and I told them that my problem description with the question about which logs to be sent, was not read at all (trust me, I am a tech guy, I know all about problem descriptions and logs) and I received a default reply instead. The support agent responded, "but we are not allowed to call back". After a few more words, she told me, "please hold on", and I thought I was put on hold.

- BUT NO! The agent actually put me back in the queue, as she probably did not want to talk to me anymore! So I ended up with another support agent, who I had to explain the problem again from start. I was again told that the tech person was not available. I asked if he could call me back when he was, but again it was confirmed that Samsung support is not allowed to call customers... Like WTF... They can't call back people who bought their most expensive flagship phones?? The support agent then advised me to call the Account department. I asked if she could transfer me, but of course, she could not.

- So I called the Account department. I AGAIN eplained the problem, and the Account guy told me that that made sense, as the Onedrive service is not available in Europe yet. I again explained that Samsung explicitly released a separate additional firmware update with this feature in the release notes. He told me that he would email me some information and when I have received the information, I could call back and I would directly speak to the person who knew all about it.

- At this point I was so pissed by how this went, I disabled the two-step authentication on my Microsoft account, and I could indeed connect to Onedrive!!! The only problem now is that the Settings give an error when backed up.

- But I decided to give them one more call to see how they would respond. And I indeed got the person on the line who her colleague referred to earlier. She told me she had sent me an email telling me what log to send. When I asked her the time and date of that email, she mentioned a time which was half an hour before I even created the request. As I own the email server on which the email should be delivered, I could check the logs there, and no email was received at that moment. She did mention the name of the log file though. However, a log file I have, that mostly resembles what was requested, was in a Gear folder and contains mainly logging about the Gear services. At this moment I told her that the problem was fixed by temporarily disabling the two step verification on the Microsoft account, and I asked her if the service was indeed unavailable in Europe, as her colleague told me. She told me that the service should be available.

Conclusion:

On all ways of contacting Samsung, there is no way in responding on a reply, whether it is in Samsung Members, on the support site, or via email. One answer from Samsung should apparently be enough, and Samsung actually does not want to talk to customers (as one of the agents just transferred me away). The support staff tells me there is no way to get in direct touch with the tech staff. There are no procedures for complaints, they are not allowed to call back customers...

When you look at how Samsung exposes their support (via Samsung Members, Facebook Chat, phone, etc.) it looks as they go the extra mile for their customers, but when you actually talk to them, you end up in a non-flexible inefficient non-motivated support maze....Way to go, for flagship fans....

Ok... I'm a little more calm now...

My apologies for my rant....