ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

 Please wait for a Samsung Agent to respond.

Chat Information You are now chatting with 'Elena'

Elena: Hi, thank you for contacting Samsung Technical Support. How may I help you today?

Matthew: Hi, I have my samsung captivate connected through kies mini. My phone says it's connected but nothing is happening with kies mini software

Elena: I understand that you want to transfer the content from handset to the PC and vice versa. Am I correct ?

Matthew: no. I understand that kies mini is just for firmware upgrades only. I want kies mini to recognize my device. this is the first time I've actually got my phone not to freak out when it connects through the MTP application, and for the first time it says it's connected, but the kies software window still says "please connect your mobile phone:

Elena: You have installed Kies Mini software on the PC. Kies Mini is a simple tool that performs a firmware update for a phone. Other options that may accompany the tool are unsupported for this product.

Elena: I understand that you are trying to transfer and sync Outlook content on your PC to handset, but the application software "KIES" full version  used to  fulfill the requirement is not yet released for users in U.S officially at this moment and hence there is no relevant information or support  available for the same.

Elena: As the option of KIES software is unavailable at this instant, we can transfer music, pictures and videos between your PC and handset using  the media player option and the mass storage options.

Matthew: i'm just trying to do a firmware update...I'm not trying to do anything else that you just said

Matthew: are these pre-typed responses?

Elena: No, my typing is a bit faster than you.

Elena: May I know the firmware and basband version of the device ?

Matthew: 2.1 update 1, I897UCJH7

Elena: I see that the device is having all the latest updates installed already.

Matthew: Really.

Elena: Are you trying to install Android 2.2  ?

Matthew: Yup

Matthew: Samsung officially announced that EVERYONE WOULD HAVE THE UPDATE BY THE END OF NOVEMBER

Matthew: It's now 12/1

Elena: Unfortunately there is no update available at this time for your phone model, nor is there an estimated date of one being released. We are  unable to speculate when/if a software revision might be available due to the fact that this might lead to inaccurate information and  confusion.

Elena: Should this become available, it will be posted on our website in the Samsung Download Center.  

Elena: Samsung is working on these and we will release the software within few days. Once the update has been released by the Carrier people  you will receive a notification message to install it on your handset.

Matthew: So the promise to have it to everybody by the end of november was a lie?

Elena: I really apologize for the inconvenience.

Matthew: it's outrageous

Elena: I can understand your concern and situation.

Elena: I would have surely helped , if I had any information regarding them.

Matthew: it's the only reason I bought this phone

Matthew: and it's been pushed back time and time again, until you; SAMSUNG, said it would be available to "ALL" by the end of november

Elena: As this is a basic level support we have limited access to our database.  However, I suggest you to please contact our  Samsung Customer Support Team. Our Galaxy handset support team at : 1-877-392-4252,Mon-Fri: 7 AM - 9 PM (CST), Sat: 9 AM - 6 PM  (CST). They will be glad to help you with this.

Matthew: there's also a new download that was posted on the captivate product page on 11/29/2010 for an installation guide on updating the phone

Matthew: what's that about then?

Matthew: it gives us, the consumers, a step-by-step process on how to update the phone.

Elena: I am sorry, I don't have any information regarding this in my database.

Elena: I suggest you to please contact our Samsung Customer Support Team.

Matthew: ok, nevermind that. You said that the 2.2 update will be released in a few days?

Matthew: Elena: Samsung is working on these and we will release the software within few days. Once the update has been released by the Carrier people you will receive a notification message to install it on your handset.

Elena: Yes, I do obey. But we don't have the exact date of the release of the software in my database,.

Matthew: you do obey? i don't understand

Elena: Let me explain.

Matthew: i never said you didn't obey

Elena: Samsung is presently working on the software update but they require some time to release the software.

Elena: So that we can release a bug free software for the Samsung devices.

Matthew: you said within a few days. correct

Matthew: that's what you just said

Matthew: am i right?

Elena: Yes, you are correct.

Matthew: so, in summation, the 2.2 froyo update for the samsung captivate will be released in a few days?

Elena: I am a basic level agent and I have all the information that is available in my database and if you need any further please contact our next level support at 1-877-392-4252,Mon-Fri: 7 AM - 9 PM (CST), Sat: 9 AM - 6 PM (CST).

Matthew: please answer the question

Elena: Samsung will release for all the Android mobile phones.

Matthew: will release what?

Elena: Android 2.2 software.

Matthew: in a few days?

Elena: yes.

Matthew: how do you know that?

Matthew: if you said you had no information on the subject

Elena: I can't reveal that information in the chat session .

Matthew: it's top secret?

Elena: I am not authorized to reveal that information in chat support.

Elena: I hope you would understand my limitations.

Matthew: but you know 100%, without a doubt, that 2.2 froyo update will be released in a few days

Elena: yes, thats for sure.

Elena: Is there anything else that I can assist you with?

Matthew: Alrighty then. I'm going to post this conversation to as many forums as possible and to samsung's facebook pages to get the word out, due to the fact that there are thousands of angry customers out there, begging to know when this is going to be released

Elena: I can understand.

Elena: It was a pleasure assisting you. Thank you for contacting Samsung Technical Support. If you have a minute, please click on the blue “X close” button to receive a transcript of your chat and fill out a brief survey to help us serve you better. Have a wonderful day!

Chat Information Chat session has been terminated by the Samsung Agent.

 

 

 

This conversation took place at 3:30 AM Eastern time on 12/1/2010. I fervently tried to get an answer out of this so called "support" who gave automated responses to queries, and then lied about doing it.. haha. Anyways, it's confirmed that the software will be released in a few days. I just hope our carrier doesn't screw the pooch on this and will send that magical sms for all of us to finally update this device, and have the optimal OS we were all promised.

Message 1 of 61 (13,354 Views)

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

Any of you who are as frustrated as I, please repost this to as many forums as possible. We deserve what we were promised!

Message 2 of 61 (12,893 Views)
Expert

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

So you heard from samsung, what does ATT say? they are the ones that have final say over the loadout of the OS. This is the same for Iphone and for the new Windows 7 phone, both the OS designer AND ATT have to validate the build before it is authorized to be downloaded by the carrier.

Message 3 of 61 (12,828 Views)
Contributor

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

[ Edited ]

That's good. Post this to as many forums as possible to show what you are when dealing with customer support.

 

(Mod Note: Please do not go round the word filter. Thank you.)

Message 4 of 61 (12,637 Views)
Tutor

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

Don't get too excited.  Consider the source.

Message 5 of 61 (12,570 Views)
Tutor

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

Poor Elena!  I think you were a tad coercive. She was trying her level best to stick with her protocol by telling you she had nothing about Froyo and at the same time trying to appease you.   Said another way, I think you were "badgering the witness." I question whether you have valid information.

 

I'm not sure about you, but I was never "promised" any update.

 

In the final analysis Froyo will get here when it gets here and any purported "official announcement" of when  it might be here just sets expectations unnecessarily and for no benefit

 

Samsung's and AT&T's mission is to sell more equipment so AT&T can sell more minutes.  No matter how you cut it, our looking for upgrades is not high on either of their lists of important things to do.  I agree we should register our discontent but there is little benefit in dragging Elena'a into this or in raising everyone's expectations by posting her response to your somewhat forceful cross-examination.

 

The fact is new Captivates do sport Froyo. Just why the update has not been released OTA does point to an AT&T which is so intent upon new business that it does pay short shrift to those who have already bought into it's network.  That is cause for anguish but nailing poor Elena to the cross serves no real purpose.

Message 6 of 61 (12,495 Views)
Contributor

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

I actually got a few text notifications from at&t this morning telling me that there was an update available. Thinking it was froyo, I excitedly went on to check for software updates on my phone. However the message I got after bit was that there are no updates available. I checked kies also and there were no updates. Anyone know what's up? Did anyone update to froyo?
Message 7 of 61 (12,437 Views)
Master

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

That's the mass SMS notification AT&T sent out recently (started two weeks ago) for the two months old JH7 update, not the Froyo. You will get Froyo update message AFTER Captivate Froyo Update has been out for couple months.

 

 

Message 8 of 61 (12,402 Views)
Highlighted

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

I am running the leaked Froyo and before I actually update to the "official" Froyo I will let others be gunnae pigs and see how badly ATT has crippled/ruined/ect the build and I may never update if its that's bad But I will believe it is availble when I see it not before.

 


I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.
Message 9 of 61 (12,378 Views)

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with Samsung support.

It's not "badgering the witness" when, in three straight responses to my question, said it 1st: would be provided by Samsung and available for download on their website and 2nd: went against what she had just said and said it would be provided by our carrier. Plus, if you think she was trying to appease me, how do you explain pre-typed responses to nearly half of my comments??!  She would send three responses at a time at a given point in our conversation within 2 seconds of each other. Why beat around the bush, if you don't know anything, don't say anything. Don't give three different definitive outcomes to a situation that you have no idea about. I'm just your run of the mill consumer trying to get what was promised, YES!!!PROMISED, when I bought the device. Coercive???? I think not. Just sick and tired of so much bs!

Message 10 of 61 (12,206 Views)
Tutor

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with Samsung support.

No argument... it could certainly be better than it is, that is for certain. Smiley Mad

 

I guess we'll all just sit on this ol' log together here now and wait to see if Elena was right.  Smiley Wink

Message 11 of 61 (4,651 Views)
Contributor

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

It seems interesting to see that conversation, and I don't know if it means anything but samsung did put up a guide for using kies and when i recently started kies, there was an update to that software itself. maybe we can hope that this is all leading up to the froyo update. I'm just happy because the samsung gps fix app seems to have improved my gps stuff for now, and that is mostly what i wanted froyo for the most

Message 12 of 61 (4,497 Views)
Expert

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with Samsung support.


Picsman wrote:

No argument... it could certainly be better than it is, that is for certain. Smiley Mad

 

I guess we'll all just sit on this ol' log together here now and wait to see if Elena was right.  Smiley Wink


thing to think about - att has to validate the update to make sure it conforms to their requirements. If you read some of the articles on the net you will see that an OS update has to be validated and approved by both the OS designer AND the carrier. This holds true for Iphones, Windows 7 phones, blackberries, Symbian, Palm, etc.

 

There is an aticle floating around concerning the new Windows 7 phones that MS has two validation labs for updates to the windows 7 mobile OS, one that conforms to Microsoft validation policies and one that conforms to ATT's validation policies, the OS update is run through both validation proceedures, so that when MS releases it to ATT they already know it will pass ATT validation requirements.

 

 Like wine, ATT will release no update before it's time.

 

Message 13 of 61 (4,443 Views)

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

This is so F.U.B.A.R.  We've been waiting for well over two months for Android 2.2 to be released.  By the time Froyo is released officially, there'll be a leaked version of Gingerbread.

 

I say give us Android 2.2 or give us Gingerbread!

Message 14 of 61 (4,390 Views)
Tutor

Re: ATTN: Android 2.2 froyo update in the next few days, via chat with samsung support.

 


bornjamerican wrote:

 

I say give us Android 2.2 or give us Gingerbread!


AMEN!!  Other cells will most likely have Gingerbread before we get Froyo.  Thank God for the custom ROM-ers!

 

Message 15 of 61 (4,287 Views)
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