A Letter to Samsung

Dear Samsung Customer Service Manager,

I am writing to express a concern regarding your customer service. I am using Samsung Galaxy S on Virgin Mobile and have been waiting for operating system upgrade to froyo for months. The main reason is that the existing phone operating system, Android 2.1, does not recognise Thai characters as it is my native language. I am also a Mac user and know of the issue of connectivity and compatibility between Mac OS and Android.

After the consistent delay, Samsung finally released the upgrade on Optus Network through Kies, I called the Customer Service and was informed that there was no release for Virgin Mobile users yet. However when I asked if there would be any change in any time frame for Mac users, a blunt answer was no. I also asked for an explanation but what I got from the person was “if you want Mac compatibility, use an iPhone”. At the end of the conversation, the person disconnected the line without leaving a good impression of the service.

Nowhere in the advertisement indicated this issue when I got the phone. I did not realise I could not upgrade my phone OS because I use different computer OS. To tell you the truth, I was quite satisfied with Android and Samsung Galaxy S and did not have a plan to use an iPhone and was considering to purchase a Galaxy Tab instead of an iPad, until I experienced this unpleasant dialogues with your customer service.

I would prefer to be contacted by Samsung and given a satisfied explanation of both the manner of your customer service and Samsung policy to improve the experience of the customers who do not use PCs. I am eagerly looking forward to hearing from you.

Kind regards,