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Very dissatisfied Customer - Samsung S9+ phone Unlocked

I bought my Samsung S9+ directly from Samsung and paid it in full. I came to realize after multiple calls with AT&T and Samsung (Ticket# 2205540696 and Ticket# 157939Cool that this phone I bought does not have all features like a locked phone. I can’t turn the ‘WIFI Calling’ feature on since this feature is not included with this phone. I can’t begin to tell you how dissatisfied with Samsung that their website has no mention that there is different future or less future for an unlocked phone. On the contrary, going through buying this phone on-line from Samsung they mention that you can speed up the buying process if you skip the step for your phone company carrier validation. Now, all I get from everyone I talked to at Samsung is the normal words such as “I’m sorry Sir you have to go through that”, “Unfortunately, Sir your phone does not have that future and there is nothing we can do for you”, “We understand your issue but we can’t help you”. The bottom line now, I work in an area where there is very limited cell coverage and having the WIFI calling is a must for me. I wish to hear back from Samsung to make this right for their customer who went directly to buy products from Samsung. My whole family use Apple products and I chose to stick with Samsung. I hope I made the right chose.

Post was last edited on January 31, 2019 3:35 PM PST

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Still Disappointed - Please be aware before buying a Samsung

In reply to: Very dissatisfied Customer - Samsung S9+ phone Unlocked

here is Samsung Response to my request for help.

Gollapudi Nagendra (Samsung E-Commerce)
Jan 30, 11:59 EST

Hello,

Thank you for contacting Samsung eCommerce support!
I completely understand that you're experiencing the issue with WiFi calling. As you've purchased the Galaxy S9+ 64GB unlocked device, I would like to inform you that the unlocked devices have no WiFi calling feature. As the product doesn't have a WiFi calling feature we do not have an option to escalate. However, I suggest you to contact your carrier they would help you. If there was an option from our end, we would have definitely helped you. Your understanding is highly appreciated.

We at Samsung value your business and hope that this situation doesn't hamper your experience with Samsung. If you have any other concerns, please revert back to us, we'll be happy to help you.

Have a great day!
Regards,
Nagendra
Samsung eCommerce Team.

**** My response to Samsun and not hopeful that they will own up to their mistake ****
9:20 AM (58 minutes ago)

to Samsung

Again, it's awesome that Samsung informing me now about this issue with unlocked phones from Samsung. Please note that during the buying process on Samsung website there was no mention of this "WIFI Calling" restriction. This is Samsung issue not informing their customer regarding this restriction and don't understand why Samsung would not take ownership of this issue and make it right by their customers. Very dissatisfied and disappointed. Also, there should be an escalation process for those kind of issues where it is very clear that this is a Samsung miss-informing me about this restriction. This is an issue that my carrier can't help me with since this is a Samsung phone restrictions and has nothing to do with the carrier. I included Samsung technical support ticket where their recommended solution is to trade-in the phone since the carrier can't fix this issue.

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Sorry but here I have to disagree.

In reply to: Still Disappointed - Please be aware before buying a Samsung

Voice over WiFi is not up to the maker entirely. I am test driving the carrier Unreal and they went to a lot of effort to get calling over WiFi working. But get this, outbound WiFi calling is a little easier than inbound so there's that.

To lay this at Samsung's door is pushing it in my view. I'm just a designer with background in cellular base stations and code.

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Sorry but here I have to disagree.

In reply to: Sorry but here I have to disagree.

I'm not questioning your knowledge or skills but you are not correct. AT&T and Samsung agreed that the issue is with the phone itself. It is a Samsung issue.

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Let's test the phone.

In reply to: Sorry but here I have to disagree.

I test these phones and if one can't do WhatsApp, it can't do calling over WiFi. I've yet to find such a phone since about 2012.

The phone has the chops (the computer power and parts) to do WiFi calling but the carrier has elected not to do the work required.

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Sorry but here I have to disagree

In reply to: Let's test the phone.

Samsung technical support documented that the option of turning the WIFI Calling in the setup has been taken out and the only way to have this option is to trade in my phone for a new phone that has that option available. I'm sure you're right about the hardware is capable of doing it. You would be the hero if you can tell me what to do to make this functionality available. Just know that under the connection setup the option to turn "WIFI Calling" is not available but if you know how to get this option then I will try it.

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To me this is the carrier bailing out.

In reply to: Sorry but here I have to disagree

I'd have to re-test across a few phones but Unreal appears to be putting more time into their app to enable WiFi calling on models I didn't find WiFi calling in the native "Settings."

As such, if one carrier appears to do WiFi calling and another does not this appears to me that the carrier has elected to ride entirely on the phone's native features and not on their own efforts.

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To me this is the carrier bailing out.

In reply to: To me this is the carrier bailing out.

Again sorry that maybe I'm not clear. You keep going back to the carrier but Samsung already sent me multiple emails telling me that it is the phone and not a carrier problem. Thanks for trying to help. I put this post out so other people do not buy from an unlocked phone from Samsung and be surprised and cheated like I did. The issue is Samsung knows the issue and they do not want to be responsible enough as a company to own up to it.

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Sorry to find their are bailing. How about XDA Forums?

In reply to: To me this is the carrier bailing out.

Other carriers, do that. The testing I'm doing with Unreal (the GSM version) looks OK except in one area which is when I tether it to my cordless phone system. Almost looks like I had a perfect home phone replacement but nope that means the search continues.

Unreal replaces the dialer and text messenger to make it work over WiFi. At least that's all I can sniff out for now.

But one last chance. Maybe a better Android is over at XDA Forums?

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