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Samsung’s support staff has no clue about Android Pie beta, and it’s a shame

It’s been quite a day here at SamMobile as we try to wrap our heads around the sheer incompetence displayed by Samsung’s support staff in Germany. As many of you are aware, Samsung’s Android Pie beta program was supposed to go live yesterday. The company confirmed at SDC 2018 that it would launch the beta program in November. It didn’t confirm a date but subsequent reports revealed that the first batch of supported markets would get it on November 15.

Samsung’s support staff was the primary source of that information. The representatives gave out November 15 as the launch date on more than one occasion. The beta was to go live in the United States, South Korea and Germany in the first phase. It did indeed go live yesterday, the beta is now available in South Korea as well as for carrier devices in the United States.

Support staff is causing confusion about the Android Pie beta

Germany, the only European market in the first phase, should have received the beta yesterday as well. There hasn’t even been a peep about it from Samsung. Users who have been waiting for it are understandably expressing their frustration on the official forums in Germany. Discussions have reached a fever pitch with some members apparently being banned by moderators for using indecent language. Others contend that even those who used appropriate language to inquire about the beta were banned as well.

To add to this confusion, one moderator is now claiming that it was merely a rumor that the Android Pie beta would go live in Germany yesterday which spread like wildfire. The moderator adds that they do not have information about when the beta would be launched. With this, the fact that this date was being spread by Samsung Germany’s support themselves has been effortlessly swept under the carpet. Not to mention that this expectation was completely justified as Samsung had confirmed on stage at SDC 2018 that Germany would be in the first wave of countries to get the beta.

samsung germany android pie beta denial

No rumor was the basis of users’ expectations for the beta yesterday. Samsung Germany’s support reps had repeatedly confirmed the date. It’s evident that this is a miscommunication of epic proportions and all this is doing is confusing users. It’s shameful that Samsung is not being forthcoming with information. It needs to tell users if the German launch for the Android Pie beta has been delayed for whatever reason. If that’s not the case, at least it needs to acknowledge that the support reps were giving out incorrect information. The way this has been handled so far makes it feel like the users are at fault for believing what they were told.

We have long pointed out that Samsung’s support reps often don’t know what they’re talking about. They kept insisting that the Galaxy S6 would be updated to Oreo when it clearly wasn’t compatible and they were also wrong about the unlocked US Galaxy S7 not getting updates. Moreover, the reps are still insisting that the Android Pie beta will be available for the Galaxy Note 9 too. That is incorrect.

We really hope that Samsung HQ in South Korea takes notice. Its users and fans deserve better. Samsung Germany should own up to this episode of incompetence instead of passing the buck to users.

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mito88
mito88

North America is not behind.
Over here Tμechnical support is evasive, scripted, soulless, inept and and atrocious, to put it mildly.

jetiandresito
jetiandresito

SAMSUNG customer service is ridiculous! I can’t believe how a big company like this can operate with such high levels of incompetence. I had a simple question for them: “how does a genuine Samsung phone box seal in the EU should look like.” SAMSUNG Germany, Samsung Austria, Samsung Hungary and Samsung Global was unable to help, even though I attached them a picture of two different seals which were sticked on two S8 boxes. If the company can’t tell the difference than how can a customer can be sure if he bought an unopened box or an opened box with… Read more »

chrisnunn77
chrisnunn77

Not surprised at all.. I’ve been waiting to see an article and comments like this for a long time as well. I have Apple and Samsung.. love my toys.. but.. calling Samsung for anything is an unreal experience.. poor call quality.. quiet lines.. crackling.. and the reps.. wow. They have no clue what I’m saying.. I have no clue what they are saying.. I talk slow and clear like I’m talking to a small child.. nope.. no clue.. I just gave up.. I’d rather spend my time looking for solutions online. Thanks Samsung.

parshakov
parshakov

Great articles. Samsung reps don’t even know the difference between dynamic range (HDR vs SDR) and resolution (UHD vs FHD, etc.). And when they don’t know the answer, they would never ask someone from higher up or the appropriate team. I asked them if the Tab S4 would ever support Youtube HDR, and it literally took me an hour to explain the guy what HDR is. This is the end of our conversation: rep: I’m sorry but we have no information about the third party apps in the phone but however, this is the resolution that supports the tab S4:… Read more »

Tosifjanmemon
Tosifjanmemon

Pllz j6 update beta testing 9.0 pie

zotenschmied
zotenschmied

To add insult to injury, the german Members app leads users to the english speaking community. And there community moderators complain about a vast amount of people writing comments in german rather than in english, leading to the deletion of these comments. The Members app for Russia seems to have the same issue.

I informed a community moderator about the problem and he said he would care about it.

bonblade
bonblade

Yesterday one from german support staff told me to be patient because I will revive the update during the day. Today I asked again and they told me that the release date of the update is in Germany unknown. I had a lot of fun checking every hour yesterday, including today for the update…

bonblade
bonblade

* receive the update

Chouaibimalek
Chouaibimalek

Have you the one ui beta received? In Germany?
Why im not!?

Chouaibimalek
Chouaibimalek

Thank you so much Adnan ,this article makes me feel better.

o0MHJ0o
o0MHJ0o

Wow, this is a strongly worded article. Where was this passion and frustration when Samsung failed to deliver Samsung Pay to the UK on time in January like they promised? We had to wait another 18 months for its arrival! And even now, its half baked and as far as I’m aware, still the only place that doesn’t support MST.
And you’re frustrated because a Beta isn’t on time. Looks like you only care about what happens in the US, Germany and India.

Abhijeet
Abhijeet

Samsung Pay is a service that requires cooperation with banks etc. This is a software update that’s in Samsung’s hands, yet they keep messing up. But it’s that one comment from a moderator saying it was a rumour that got to us and why this article is strongly worded.

Biransahin
Biransahin

Have had issues with reps knowing nothing in Turkey too. When Note9 came out I enquired about the new connector required for Gear VR as the original for Note8 wasn’t wide enough. It was being supplied on request according to Samsung International site but when I talked to Turkey support, they didn’t know anything about it and said I have to buy a new headset that fits Note9, even though there isn’t one!! It was a joke. In the end, with a little ingenuity and a sharp blade I was able to shave about 0.1mm off the rubber housing and… Read more »

fcaroll
fcaroll

Finally. We’ve been waiting for an article like this for a long time. Even apple has been showing better customer care than samsung, it’s time for them to change

AH76
AH76

Part of the problem is that all Apple devices are expensive, carrying that higher price tag means they have to provide a premium level of support. Samsung has expensive flagship devices but it also has a lot of budget devices and in general all it’s devices are cheaper than Apple.

Support doesn’t make money, not a single penny, and while consumers can argue that good or bad support does effect purchasing decisions, manufacturers may actually not see that.

fcaroll
fcaroll

I think that a company as big as samsung should be able to give support at least in a decent, cohese way. True they have millions of different models but if they want to make millions of different models they have to be organised, given that they’ve been one of the biggest smartphones manufacturers for years

AH76
AH76

Maybe they do, maybe they offer the best support of all Android OEM’s, there’s not really any way to judge it.

fcaroll
fcaroll

If it is the best support of all android oems then it only means that all android oems suck. It has to be better given that it’s samsung

AH76
AH76

Generally all support is terrible.

mito88
mito88

RTFM!

🙂