I called Samsung as people have suggested to register the multiple BT problem with the phone. The call did not go too well. Perhaps others who have had more success can suggest approaches that will get better results.
I should have known I was in for trouble when the tech support person, Josh from Texas, wanted me to give all information by saying "zero" rather than "oh" so he would not get confused about my zip code or phone number. After a long time collecting information, we got around to the problem with the phone.
I explained the problem and his first response was that that was the way the phone was supposed to work. He explained that it was a complex professional device.
I called him on this by telling him it was a known bug, that I just wanted him to log another complaint about it, and that there were many people on this forum with the same problem. After arguing for a while, he finally agreed that the phone should be able to maintain multiple connections.
Then he concluded that the problem was my third party BT GPS. This was messing up the phone. Another argument ensued in which I explained this had all worked on the i730 and the GPS actually worked on the i760. Some of his arguments were astonishingly ignorant, like saying that WM5 was a downgraded and simplified WM6, so WM5 would be expected to work!
Tired of this non-support, I asked to talk to his supervisor. He declined. I started to get threatening, saying I was planning to call back to report a bad experience with him.
After this, he quietly suggested that maybe it was a hardware or software glitch in the phone. If it was, there was not much he could do about it. I asked him to put this in his report and send it off to the powers that be (which was all I wanted in the first place).
If anyone has an approach that avoids half an hour arguing with Samsung, I think it would be a service to post it so we can be more efficient about getting the problem recognized.
David
Last edited by virtualdavid : 11-17-2007 at 11:18 AM.
I called Samsung as people have suggested to register the multiple BT problem with the phone. The call did not go too well. Perhaps others who have had more success can suggest approaches that will get better results.
I should have known I was in for trouble when the tech support person, Josh from Texas, wanted me to give all information by saying "zero" rather than "oh" so he would not get confused about my zip code or phone number. After a long time collecting information, we got around to the problem with the phone.
I explained the problem and his first response was that that was the way the phone was supposed to work. He explained that it was a complex professional device.
I called him on this by telling him it was a known bug, that I just wanted him to log another complaint about it, and that there were many people on this forum with the same problem. After arguing for a while, he finally agreed that the phone should be able to maintain multiple connections.
Then he concluded that the problem was my third party BT GPS. This was messing up the phone. Another argument ensued in which I explained this had all worked on the i730 and the GPS actually worked on the i760. Some of his arguments were astonishingly ignorant, like saying that WM5 was a downgraded and simplified WM6, so WM5 would be expected to work!
Tired of this non-support, I asked to talk to his supervisor. He declined. I started to get threatening, saying I was planning to call back to report a bad experience with him.
After this, he quietly suggested that maybe it was a hardware or software glitch in the phone. If it was, there was not much he could do about it. I asked him to put this in his report and send it off to the powers that be (which was all I wanted in the first place).
If anyone has an approach that avoids half an hour arguing with Samsung, I think it would be a service to post it so we can be more efficient about getting the problem recognized.
David
He "declined" to allow you speak with his supervisor? Oh man, that would have been the end of Josh.
I just called VZW and they told me that there has been an update released for the phone and to stop by the store and get the phone updated and re-flashed. He said that it came out on the 8th, so i dont know if that has already been said.
He furthermore said that the patch took care of some problems with the way the phone stores info on the memory card for those who have been having probs w/ the mem card.
I just called VZW and they told me that there has been an update released for the phone and to stop by the store and get the phone updated and re-flashed. He said that it came out on the 8th, so i dont know if that has already been said.
He furthermore said that the patch took care of some problems with the way the phone stores info on the memory card for those who have been having probs w/ the mem card.
Anyone else hear about this?
albrew5, did you go have it done?
__________________
VZW, It's 2009! Time to embrace technology, not suppress it. - oops too late I've moved on over to the iPhone w/ AT$T!
Going to go have it done today ... but my problem has been with a single device auto-connecting. I haven't gotten the parrot put in my car yet. Someone with the multiple device problem will probably have to try as well.
The Blackjack has the same problem and no fix yet. Be prepared for a long fight.
Thanks Eric!
Sleeve,
The i730 did not have the the Headset tab (right soft key menu->BlueToothSettings->Headset Tab) The i760 does.
Is this somthing that Samsung added.....or did VZW ask them to?
Why was is not needed for the i730?
Does the Blackjack have the same tab (Headset Tab)?
If it does then it would seem that Samsung did this and it may have to do with WM6? If the blackjack does not have it then VZW had them add this tab after crippling it.
What are your thoughts?
Mark
__________________
VZW, It's 2009! Time to embrace technology, not suppress it. - oops too late I've moved on over to the iPhone w/ AT$T!
In a later post to my Blackjack discovery on the AT & T forums, I noted that the Bluetooth Audio Gateway is being managed by a component of Voice Command. I am not certain if this is also true of the Blackjack. I don't own or have access to one.
The BTAG has a critical role in routing stereo and mono sound to various devices. I noted in my post that in a WinMo blog entry, Microsoft's excuses for no BT support in VC 1.5 were blatantly contradicted by user posts proving that it only took a few registry entries to make it work. So this points to an immaturity in the ability of VC to handle BT, a first in VC 1.6, and now we learn that VC has been given the starring role in device selection as the BTAG.
I believe it was a Microsoft requirement for full VC BT support that the handsfree profile requires manual use of the hscfg.dll to set a single active sound path. I honestly don't think Microsoft wants to support VC BT, but they did it with Samsung as a sort of OEM hack.
This leads to my conclusion that we need to revert to a more mature BTAG, and hopefully do so without losing VC functionality through BT. Last I heard, we're getting access to resources we need to look at this in much further detail.
Much as I would like to make evidence that the carrier mandated a reduction in functionality, I can't find a thread to start with. I don't have enough intel on the Blackjack to know if it also uses hscfg.dll. I'd pin this one on Microsoft reluctance to support Bluetooth in VC and general immaturity of Bluetooth in Microsoft because they made the critical judgment error of dismissing it as an irrelevant technology early in its life. This lost them the normal freedom they have to write any code they want regardless of the standard, then influence the standard to support their code.
I went to the VZW store today and they told me to upgrade with a download from home. I can't find anything. Anyone know how to update the software on your phone with a download from VZW???
I went to the VZW store today and they told me to upgrade with a download from home. I can't find anything. Anyone know how to update the software on your phone with a download from VZW???
In a later post to my Blackjack discovery on the AT & T forums, I noted that the Bluetooth Audio Gateway is being managed by a component of Voice Command. I am not certain if this is also true of the Blackjack. I don't own or have access to one.
The BTAG has a critical role in routing stereo and mono sound to various devices. I noted in my post that in a WinMo blog entry, Microsoft's excuses for no BT support in VC 1.5 were blatantly contradicted by user posts proving that it only took a few registry entries to make it work. So this points to an immaturity in the ability of VC to handle BT, a first in VC 1.6, and now we learn that VC has been given the starring role in device selection as the BTAG.
I believe it was a Microsoft requirement for full VC BT support that the handsfree profile requires manual use of the hscfg.dll to set a single active sound path. I honestly don't think Microsoft wants to support VC BT, but they did it with Samsung as a sort of OEM hack.
This leads to my conclusion that we need to revert to a more mature BTAG, and hopefully do so without losing VC functionality through BT. Last I heard, we're getting access to resources we need to look at this in much further detail.
Much as I would like to make evidence that the carrier mandated a reduction in functionality, I can't find a thread to start with. I don't have enough intel on the Blackjack to know if it also uses hscfg.dll. I'd pin this one on Microsoft reluctance to support Bluetooth in VC and general immaturity of Bluetooth in Microsoft because they made the critical judgment error of dismissing it as an irrelevant technology early in its life. This lost them the normal freedom they have to write any code they want regardless of the standard, then influence the standard to support their code.
Sleeve,
Thanks for informing us all that you and others are working on this issue. Now that I know this I will remain patient and wait for the results. Just please keep us all informed on your progress this will keep our frustration level down.
Thanks
Mark
__________________
VZW, It's 2009! Time to embrace technology, not suppress it. - oops too late I've moved on over to the iPhone w/ AT$T!
I went to the VZW store today and they told me to upgrade with a download from home. I can't find anything. Anyone know how to update the software on your phone with a download from VZW???
Can you describe your conversation with the tech person at your VZW store.
What did you ask for?
What was their reply/directions?
Mark
__________________
VZW, It's 2009! Time to embrace technology, not suppress it. - oops too late I've moved on over to the iPhone w/ AT$T!
I went to the VZW store today and they told me to upgrade with a download from home. I can't find anything. Anyone know how to update the software on your phone with a download from VZW???
Personally, unless I hear it from tech support on the phone, I don't trust it. I take everything that any store staff member says with a grain of salt. There is far too much misinformation going around. I haven't seen anything on both Verizon's site or Samsung's.
I called VZW tech support and they do not know about the software download patch. If there was one it would be at www.verizonwireless.com/data
On a side note I filed a trouble ticket regarding the unchecking of bluetooth devices with VZW, so that it would trickle down to Samsung and be one more thorn in Samsungs ass to get them to deal with it
I too, had filed an online trouble ticket with Verizon. Here is the gist of our emails with some redaction:
I wrote:
>There are significant issues with Bluetooth on my new Samsung i760 pda phone. The phone, by itself, unchecks the box making my headset handsfree. It does this numerous times a day. Even if I go back in and recheck the box, it later unchecks itself. Consequently, I cannot initiate calls with teh headset, or answer incoming calls with the headset. The headset is not the problem, as it is the same one I used with my i730. Additionally, Voice Command does not announce over Bluetooth, no matter what option I select in the setup. That seems silly. I have called both Verizon support and Samsung support, and they both claim they have never heard of these problems. I know this is not true, as evidenced by the posts located at this link: http://pdaphonehome.com/forums/samsu...onnecting.html. Please help me. My four week return date is next week.
Their Response:
>Thank you for contacting our Verizon Wireless website. We are sorry to learn that you are having issues with the Bluetooth and Voice Command on your Samsung i760. We are happy to assist you with these problems.
>
>We apologize for any inconvenience. If we understand correctly, the Bluetooth setting gets unchecked on it's own which causes you not to be able to use your headset. We are pleased to provide you assistance with your Samsung i760. The behavior you have described may be caused by software on the devices software becoming corrupt. In most cases software related issues can be resolved by performing a soft or if necessary, a hard reset. Please follow the instructions below to accomplish this:
>
>To perform a soft reset:
>
><SNIP>
>Test the i760 and if the issue still persists, follow the instructions below to perform a hard reset:
<SNIP>
>
>We recommend testing your device for a day or two. With the Verizon Wireless Worry Free Guarantee, your satisfaction is guaranteed for 30 days on any equipment you purchase from us. If for any reason you are not satisfied, you may return or exchange your purchase within 30 days. We ask that your device be returned to the store where it was purchased along with your receipt and the entire contents of the package.
>
>If you have further questions or concerns, please write to us again through Cell Phones, Cell Phone Plans, Cell Phone Accessories - Verizon Wireless. We appreciate your business and thank you for choosing Verizon Wireless.
My Next Response:
Hard and soft resets do not work, as I have done a hard reset at least three times in the last three weeks, and at least one soft rest daily. I would appreciate something other than a fill in the blank autobot response that is absolutely useless, and clearly indicates you did not read my email. This is a problem with your phone that isn't solved by a reset. If you read the posts on the forum I linked you to, you will see that this Bluetooth problem is affecting everyone, and it is especially irritating that no one in Tech Support is willing to even acknowledge that it is a problem.
Additionally, your response was completely unresponsive to the Voice Command over Blue Tooth issue.
PLEASE ESCALATE THIS TICKET TO A HIGHER LEVEL OF SUPPORT.
Their Latest Response (sent Today):
Thank you for contacting our Verizon Wireless website. We are sorry to learn that you are having difficulty with the Bluetooth on your Samsung i760. We are happy to assist you with this issue.
We do apologize for the inconvenience you are having. We check the link provided in the previous email. According to Samsung there are no reported know issue with the Bluetooth on the Samsung i760. Since you have done the troubleshooting for the Bluetooth and you are still having the same issue then this is a hardware issue with the device. For a hardware issue you have two options provide below.
One option is we can replace this device under the warranty, please contact the Wireless Data Technical Support department at your convenience. Our representatives are available 6 AM to 11 PM Central Standard Time, 7 days a week and may be reached by dialing: 1-800-922-0204 and selecting option number 3.
Speaking with you in person is the only way to ensure that we have investigated all possible factors that may contribute to your handsets behavior. Our support technicians will obtain the necessary information and if necessary make arrangements to have your PDA replaced.
Another option is to contact Samsung, since you are having a hardware issue we are not able to escalate the issue to our networking team. Samsung is currently supporting any hardware related issues with the i760. They can be reached by dialing 888-987-4357 Option 1, and Option 2 for Technical Support.
We hope that you find this information helpful. It has been a pleasure assisting you today. We make it our personal goal to resolve all of your concerns. We sincerely hope that you feel we have done that today. We appreciate your business and thank you for choosing Verizon Wireless.
Anybody got any suggestions for this royal runaround?
I spoke with level 2 samsung support about ten days ago. I spoke with a fella who completely acknowledged the issue. He said that he was assigned to a "committee" that was looking into the problem and potential solutions. He could not promise a solution or a timetable but did say it was likely.
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