My School child experimented with their cellphone screen lock pass code, but forgot it. We are Locked out of a cell phone with several years of photos, videos, WhatsApp and other vital content. Despite the device being Registered much earlier on my product list on Samsung, and the device even displaying my cellphone number and email address on the cover screen (set up just in case it got lost at school) on the main screen, Samsung Reps only "Solution" for me is to ship it to the Tech Center to hard reset/wipe all the data! Each request for help email is a separate unit. And there is no continuity as a new Rep responds with a new perspective. A cellphone is like a PC - a big investment and stores lots of valuable data. We chose Samsung thinking our investment was safe. (No app or modern laptop forces users to "hard reset" when they lose their passwords). Their Tech help does not seem to have a back door for a verified customers safety, really strange to hear in this day and age. For some reason, this cellphone does not show up on the Find a lost Mobile option - although my much older phones such as a Note3 and current cellphones show up along with other devices and we can have their screen lock removed easily. I am now being asked to pay for a diagnostic fee, a shipping fee, and a processing fee - because it is over a year old and past warranty - only to have them delete all the data!! Plus, a fee if I decide not to proceed after their diagnosis and recommendation. This is a big personal loss and a major disappointment. We have always been with Samsung, and will now need to re think our trust. Requests to escalate to senior management were refused.
