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Samsung support reps on Twitter are wrong about the unlocked US Galaxy S7 not getting updates

You would be appalled if you spent more than $700 on an unlocked smartphone and were later told that it was not eligible to receive the latest security and software updates that were being made available to all other variants of the same handset. That’s how quite a few unlocked Galaxy S7 owners in the US felt when support reps running Samsung’s official support account on Twitter said that the unlocked Galaxy S7 and Galaxy S7 edge which recently went on sale in the country are not eligible for upgrades.

A user had asked the official support account about the delay in the release of monthly security patches for the unlocked handsets in the US. Support replied that it was up to carriers to send out updates. Now that makes sense when you have a carrier-locked handset but it’s confusing when you’re given this reply even when you have a handset that was never attached to any mobile carrier. “Unlocked U.S. devices do not normally receive updates as they are not attached to carriers,” said the support rep, following up with another gem: “Our unlocked devices do not receive updates. This is because carriers push out updates.” It’s surprising that Samsung has people running its official support account who try making mobile carriers party to an issue that exists solely between the customer and Samsung. Given that the job of support reps is to clear up support issues it’s farcical that they are not fully aware of the technical aspects, frankly, it is unacceptable.

A clarification has still not been tweeted by the official support account but Samsung has directly confirmed that the US unlocked Galaxy S7 and Galaxy S7 edge are eligible to receive all security and software updates which will be rolled out in due time. So fear not, you didn’t spend north of $700 on a smartphone that’s never going to receive an update.

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dj palmis
dj palmis

BTW there is the same problem here in Italy: unloked smartphone receive updates after loked phone. That is unacceptable!

wordsley
wordsley

This should all stop all Samsung phones should be sold unlocked the phones careers need to be banned from putting any bloatware on phones, there is no need for any bloatware on the phones to work properly ,,,

sanayp
sanayp

I dont really care about software updates these days, for the last 2 years I was obsessed but now I dont even visit sammobile often

davidsegura
davidsegura

I bought two of the newly released S7 edge Olympic Editions and they are on May 1 Android security patch level.

alozide
alozide

I’ve also experienced a last place update structure from samsung with unlocked devices, far back as with the SM-N910F getting updates long after the carrier brands Vodafone, etc.

bcsc
bcsc

There is no real suprise to the fact that Samdung support reps are idiots. If it doesnt involve rebooting anw wiping to solve a problem, they are useless. And as for the comment above about unlocked being updated before locked, you should look into Canada’s unlocked S7 and Edge, both of which are still without the update. Unlicked in Canada appears to mean dead last after all the carriers have pushed.

PaulCSYD
PaulCSYD

Calm down, unlocked versions receive all updates and security patches usually before the locked versions.

lujki
lujki

W T F ?!
Lol, I guess I’m lucky that I’m in Europe but this is ridiculous.