First, I live in Australi but myJ8 phone was bought via Kogan, made in Malaysia, and thhat might be part of the problem. It relates to Voice calling and Voice over LTE features. These disappeared probably as the result of the January update. I raised the problems several weeks ago via Samsung support Australia and was promised a job would be raised. Last Friday during 3 phone calls I was advised that there was no job raised. Call 1, lost call during being on hold, would give a plus for handling aside from this. Call 2, also reasonable handling but problems re-establishing connection after resetting and restart. Call 3 also reasonable handling but by now I had explained three times to different support staff. Last call was mutually terminated after being advised that supervisor/ manager would call back. No call back.
Generally speaking, there is no warranty/support for grey market phones. Providing these supports costs money and that is why Kogan is cheap for a reason.
There are ways to fix your issue, but it's not quite official and I'd doubt they can be described on this forum.
Google is your friend.
In saying this, the way you've been bounced around isn't nice. But again, Samsung Australia won't be able to do anything for grey market products
I recognise your comment but have been lucky enough to receive support before. Note the main company probably had to provide a one year warranty (expired now of course). And yes I willGoogle a bit more.The story is a bit more complex as Boost advised a number of other Samsung, presumably Australian buyers, had also lost these features.
Hi @Troubadour, thanks for reaching out. In this case, I suggest sending through an error report via the Samsung Members app. These will go to Samsung Malaysia for analysis and can assist them with identifying issues with your device performance.
To send an error report:
Samsung Members > Get help > Error reports > select issue category > describe issue and frequency > Tick ‘send system log data’ > Send in top right.
If anyone has a J8 phone with the latest update (January), can they look up the version number of their Samsung phone call app and advise me? With thanks.
