Original topic:

Bad customer service experience

(Topic created on: 06-11-2024 10:27 AM)
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D223
Active Level 2
Options
Galaxy S
I called samsung call center yesterday in order to fix an issue i am having with biometrics, the thing is when i sign into my accounts from google chrome or samsung browser the phone doesnt ask for my biometrics even though everything is enabled, it fills in everything, username password with a click, no security or whatsoever.

The call is terrible as usual, barely hear the agent, which is rediculous, u r in the industry of making phones and your connection quality is terrible

Agent had 0 knowledge, didnt know what she is doing, she asked me to download samsung tutor, had access to my phone to freaking clear cache

Call disconnected and she didnt call back, and i really doubt that the call just dropped, i believe she just disconnected the call since she didnt know what she is doing

This is not the first time that i call customer service and i never had my problem resolved, all what i get from your call center is bad service and clear cache or factory reset

The agent told me it could be a problem that i did when i configured my app settings when i bought the phone which is stupid, even if its the case i should be able to change the settings and it should work, if what she said is true then if i dont add a pin on my phone i wont be able to add later, so stupid, just to give stupid suggestions and answers to make yourself look dumber

So disapponted
6 Comments
Helenna
Moderator
Moderator
Options
Galaxy S

Hi D223, we certainly understand your frustration on this and sincerely apologize for the inconvenience caused to you.

Kindly check the below steps once again if you have enabled them:

Open Chrome on your device and open its settings. Tap Privacy and security to see all security features and there will be an option that says Lock Incognito tabs when leave Chrome. Tap it once to enable it, after which user will be asked to authenticate with fingerprint to confirm. If a pattern or pin is used to lock the device, it will be asked to enter those to authenticate.

Unlike Google Chrome, Samsung Internet requires a unique password for Secret mode that isn’t related to the password that user may have set for locking phone or tablet, and only after adding so user will get to use biometric options like face recognition and fingerprints.
 

Open Samsung Internet and access it's settings. Tap Personal browsing data, followed by Secret mode settings. Then, enable the Use password option.

It will be asked to create a new password that includes at least four letters and a number. Add the password, tap continue, enter the same password again for confirmation and press OK. Once done user will get the options Face and Fingerprint at the bottom. you can enable either or both and you will need to enter the password user set earlier for doing so.

Please accept our sincerest of apologies for any inconvenience this matter may have caused you.

Thank you.

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D223
Active Level 2
Galaxy S
Didnt work, still having same problem
NashNHH
Active Level 4
Galaxy S
I don't like it when they don't call back. It takes too long to call back to get to the same place so I most often don't call back.

I don't use Samsubg pass anymore because I've had the same experience as you.
D223
Active Level 2
Galaxy S
Tried everything possible, watched youtube videos, went through reddits, tried tje solution listed above by helenna, still nothing work, samsung should improve their customer service and should address the issues that clients face or many will just replace their samsung devices with something else
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RobertZ
Active Level 9
Galaxy S
Doesn't work for me even after setting it up as described by Samsung. Good luck getting it working.
D223
Active Level 2
Galaxy S
Everything is enabled and still nothing works, tried and called back again and cant seem to work at all, i receive a good by text msg and i have to copy and paste, passwords are filled in without biometrics, this is unacceptable, why have innovations that dont work???!!! Phone is upadted to the last one ui, google system is updated as well, i need this fixed without a factory reset or clearing cache like samsung keeps suggesting, THESE SOLUTIONS DONT'T WORK1718723426273.jpg1718723426294.jpg1718723426317.jpg
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