[Vibrant General] Jon C:
I just called the Galaxy S support line, knowing that it was a terrible idea...

The level 1 (useless) CSR I spoke to did nothing but confuse me. I mentioned the GPS problem, and stated that I had spoken to another rep, previously. The other rep informed me that an OTA was in the works, but that there was no ETA on it. So, I simply asked if there were any updates on that OTA.

The level 1 tech then informed me that "all software issues are up to the provider". I made things as crystal clear as I possibly could:

Me: "So, you're telling me: T-Mobile is responsible for updating and maintaining the Operating System? You're telling me that T-Mobile is responsible for fixing issues with the phone, and is required to maintain the code for Android 2.2 when it comes along?"

CSR: "All software on the device is the responsibility of the carrier. We are only responsible for hardware, and the GPS issue is software."

Me: "So, how is it T-Mobile's fault? Isn't it up to Samsung USA to fix the software problems?"

CSR: "No! Like I said, the software is up to the provider!"

ME: "I don't think you understand what that means. Samsung USA provides TouchWiz and the Android OS build for the device. T-Mobile can request carrier-specific applications or tweaks, but ultimately, Samsung maintains the code."

CSR: "Um, it's...ummm...No! The software is the responsibility of your carrier! Please contact your carrier for any issues you are experiencing with the software!"

Me: "...."

CSR: "Hello?"

Me: "*laugh* This doesn't make any sense...it just...wow..."

CSR: "...."

Me: "...."

CSR: "...."

Me: "...."

*at least a solid minute of silence*

CSR: "Do you have any other questions?"

Me: "My only question is: I was told that the GPS issues would be fixed by Samsung, by another rep, but that there was no ETA on that fix. Now, you're telling me that T-Mobile is responsible for fixing your device. I don't see how this makes any sense. You said the GPS is a software issue, and that all software issues are the responsibility of T-Mobile. I don't understand how that is true, and I don't believe it to be true."

CSR: "Okay, well, let me...see...umm...what's...about the GPS...it's...ummm..."

Me: "...."

CSR: "Okay, so, I'm going to put you on hold, while I look up the information about the GPS, is that okay?"

Me: "I guess..." (expecting to be hung up on)

*three minutes of speakerphone elevator hold music*

CSR: "So, the software is all handled by the individual carrier. Okay? And, the GPS is something that your individual carrier would have to fix. We only handle the hardware."

Me: "But that doesn't make sense! Samsung USA manufactures the device, do they not?"

CSR: "Yes."

Me: "Okay, so, they also provide TouchWiz, do they not?"

CSR: "Yes, TouchWiz is something that is provided by us, here."

Me: "TouchWiz is a skin for Android OS. Samsung altered Android to support TouchWiz. T-Mobile has nothing to do with the software implementation."

CSR: "Okay...umm...please....ummmm..."

Me: "...."

CSR: "...."

Me: "...."

CSR: "I'm going to transfer you to a level 3 tech. So please stay on the line while I connect you, okay?"

Me: "Sure." (knowing that she will probably just hang up)

*hung up on*
​

Brilliant, Samsung.