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Samsung Complaint - Software update available in Asia but not Europe - Samsung Galaxy 7.7 tablet (GT-P6800)
Samsung Complaint

Samsung Complaint

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Software update available in Asia but not Europe - Samsung Galaxy 7.7 tablet (GT-P6800)


I would never again buy a Samsung product: it fails to support its products adequately, its customer service agents show poor product knowledge, and it is impossible to get a response from senior management when customer service agents can't address the issue being raised.

I bought the Samsung Galaxy 7.7 tablet (GT-P6800) in July 2012, as it had all the features I wanted; my only reservation was its use of Android OS 3.2 (Honeycomb), which was already outdated. However, I was reassured that the 7.7 was Samsung%u2019s top-end premium product and would be supported with Android updates - the online manual for the product even notes (incorrectly) that the operating system is ICS Android 4 (Ice Cream Sandwich), and Customer Support at one point told me that the update was imminent, although this information was later contradicted. I eventually found out that, although UK models would not be updated from Android 3.2, models in Asia (Singapore, Indonesia, Thailand, Vietnam, Philippines, and Malaysia) got the Android 4.1.2 (Jelly Bean) update over a year ago.

Since without the update I can%u2019t connect to my university VPN, I emailed UK Managing Director Andy Griffiths to ask why Samsung is unwilling to update the operating system for the tablet in the UK when it did so elsewhere. Instead of responding, he referred my query to Customer Service, which gave the very un-reassuring reply that no update was needed as my device was %u2018fully optimised for Android 4 Ice Cream Sandwich%u2019 (sic). Emails to the CEO in Korea would not be relayed by Samsung's server.

I think Which? and other companies, in deciding Best Buys, should pay as much attention to product support as it does to hardware - the best machine in the world is useless once its software is obsolete.


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