A user had asked the official support account about the delay in the release of monthly security patches for the unlocked handsets in the US. Support replied that it was up to carriers to send out updates. Now that makes sense when you have a carrier-locked handset but it’s confusing when you’re given this reply even when you have a handset that was never attached to any mobile carrier. “Unlocked U.S. devices do not normally receive updates as they are not attached to carriers,” said the support rep, following up with another gem: “Our unlocked devices do not receive updates. This is because carriers push out updates.” It’s surprising that Samsung has people running its official support account who try making mobile carriers party to an issue that exists solely between the customer and Samsung. Given that the job of support reps is to clear up support issues it’s farcical that they are not fully aware of the technical aspects, frankly, it is unacceptable.
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