General Info
Chat start time May 4, 2014 3:11:52 PM EST
Chat end time May 4, 2014 3:37:37 PM EST
Duration (actual chatting time) 00:25:44
Operator Nathan
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Nathan'. There will be a brief survey at the end of our chat to share feedback on my performance today.
info: Your Issue ID for this chat is LTK112560761186X
Nathan: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Aaron: Yes, I talked with an Annie earlier and after running through some troubleshooting steps recommended I go back to the place where I bought my S5 (SM-G900V) to have it exchanged because I'm within 30 days of purchase.
Aaron: It is making a rattle sound with regular usage.
Aaron: She had me remove the cover, battery, and then wipe cache.
Nathan: Hello Aaron.
Aaron: I took it to Target mobile and they only have a 14 exchange policy and would not honor Samsung's warranty and suggestion by Annie.
Nathan: Please let me know if you have the previous chat ID with you.
Aaron: I then went to a Samsung kiosk in my local Best Buy. They tried to contact Target Mobile after doing their testing but said they couldn't do anything to help.
Aaron: I do not.
Aaron: I asked for the transcript to be sent to me but I haven't received it.
Aaron: The samsung people at best buy asked me to contact you guys again for a replacement.
Nathan: I would like to inform you that we don't have the option to send the transcript to your mail. You would have the option to send the copy to you while filing the exit survey.
Aaron: Yes, I did the survey and entered my email address
Nathan: Please let me know the exact issue you are experiencing on the device.
Aaron: Their is a rattling noise with regular use.
Aaron: Sounds like something loose on the motherboard.
Aaron: The samsung people at best buy did everything they could do and were impressed it was something internal on the motherboard
Nathan: I understand.
Nathan: Let me check the details for you.
Aaron: ok
Nathan: I will try my best to assist you.
Aaron: Thanks.
Nathan: You're welcome.
Nathan: May I know if the phone is dropped or has any physical or liquid damages?
Aaron: None
Nathan: Thank you.
Nathan: May I place the chat on hold for 3 minutes, while I gather the information on your request?
Aaron: ok
Nathan: Thank you.
Nathan: Thank you for being on hold.
Aaron: No problem
Nathan: I have checked the details, there is no issue with the device. It is the Camera Lens sound which is designed in that way.
Aaron: It is designed to rattle?
Aaron: The store models don't have this sound that I've noticed. The samsung guys were surprised by the noise.
Nathan: It is the product designed. I have also checked in my device I'm also experiencing the same sound.
Aaron: I have $650 baby rattle?
Aaron: It is annoying. You just now noticed it on yours?
Nathan: Yes, I understand your concern.
Aaron: So, Samsung is saying this is a normal attribute of the design. Is this correct?
Nathan: You will get the sound when you shake the device.
Aaron: Just holding it taping on the screed is when I get the sound.
Aaron: So, this sound is on every S5, right?
Nathan: Yes, It is on every S5 device. I have checked in two of our devices.
Aaron: That's horrible.
Aaron: I'm not very happy about this.
Aaron: I guess Samsung isn't fixing it though.
Nathan: I understand your concern, we always appreciate customers who take their time out to give us their valuable feedback. I'll pass what you've said onto our management team.
Aaron: I can see the memes starting now about baby rattles. Samsung will love that.
Aaron: Thanks for the added tech specs not mentioned anywhere.
Aaron: Sorry, I know it isn't you personally.
Aaron: Thanks Nathan.
Nathan: I sincerely apologize for the inconvenience.
Nathan: Can I help you with anything else?
Aaron: Nope.
Aaron: Have a great day.
Nathan: Thank you.
Nathan: If you are looking for more details on the functionality of a product or would like to find answers to some of the questions, visit us at SamsungSimulator for an interactive review of some of our Samsung products. Great to save to favorites…easy access to simulators!!
Nathan: We thank you for your inquiry today and hope your experience with Samsung tech support has been a pleasant one. In an effort to continuously improve our service, we request you to take a minute and complete a quick survey.Please click blue 'X' button on the upper right corner and you will be provided with the survey to complete.
info: Chat session has been terminated by the Samsung Agent.
