I purchased two phones when I was a subscriber to AT&T mobility. I have since left the...

GetHuman3806151's customer service issue with Samsung from October 2019

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The issue in GetHuman3806151's own words
Have the software of the phones converted to the official Samsung unbraned software so I could receive OTA system updates. ... I purchased two phones when I was a subscriber to AT&T mobility. I have since left the service and had the phones sim unlocked. The issue is that the firmware is AT&T and I can't get OTA updates to the operating system. I have been told, after spending several weeks on the phone with Samsung technical support the the firmware must remain AT&Ts version. All I want is to have it changed from G***U to G***U* the unbranded version. *Technical support has recommended that I take the phones to UBREAKIFIX but the local franchisees won't do that. Samsung's repair facility has explained the company policy prohibits them from complying with the request. *I don't wish to void the warranty by having this done in a unauthorized manner. Presently I have $**** worth of phones that are paperweights. *Your help with matter will be greatly appreciated. *Stephen Weinstein **** *** ****.
I am not the only customer with this problem when changing carriers. I have been a Samsung customer across their offerings. Their new policies a consumer unfriendly and will cost them good will and brand loyalty.
Install the unbranded Operating System (OS) so I could get updates to the OS OTA (over the air)
Have bought and used Samsung products for almost ** years.
Have dealt with their service contractors (UBREAKIFIX) and Best Buy Samsung in store Kiosks. Neither would accommodate without Samsung authorize the software updte
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Samsung

Samsung mobile phones
Customer service issue
Reported by GetHuman3806151
Oct 21st, 2019 - 3 years ago
Not resolved
Seen by 19 customers so far
Similar issue to 4682 others
0 customers following this

Timeline

GetHuman3806151 started working on this issue
Oct 21st, 2019 9:40pm
GetHuman3806151 indicated the issue is not fixed yet.
Oct 22nd, 2019 1:00pm
GetHuman3806151 indicated the issue is not fixed yet.
Oct 22nd, 2019 1:01pm

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