Strange experience with Samsung Support

I just had an experience that I would have found quite disconcerting if it hadn't worked out in the end. Still, won't make that mistake again and wanted to pass it along.

I had been having problems with the wifi on my Series 7 Ultra so I texted Customer Support. I described the problem and they asked me to download a program so they could look at my machine remotely. Not unusual, so I had no major objection, though I've only done this in the past when the tech was on the phone so we could easily discuss his thoughts.

Next thing I know, the tech has taken control of my machine. Again, something I've allowed before, but not without talking to the tech and finding out what he planned to do. I tried texting him to ask what he was planning to do, but he didn't respond. I had no choice but to sit back and watch.

Fortunately, all he did was roll back the Intel 6235 driver. After he was done, he texted: Ok, all fixed, just reboot the machine and it will be fine! I immediately typed: "wait a minute, did you do anything other than roll back the driver? That's something I could have easily done for myself and would have much preferred you simply tell me that." He responded words to the effect: "well, I fixed your problem, so why are you complaining?"!!

Maybe this is increasingly common (tech remotely making changes on your machine without telling you they were going to, what changes they were making and why and not being in communication with you at the time, but personally, I don't have enough confidence in Samsung's techs - possibly anyone's techs - to let them have this kind of remote control of my computer with no ability to discuss what they will be doing before or during the process.

Word to the wise.

 

I would also be reluctant to grant one of the Samsung tech people remote access.

Anyway, when the Intel 15.8 WiFi driver reappears you should give it a try. The 6235 in my X4C now seems to be working at least as well as the 6230 in my X3B.

John

 

Never going to happen on any machine I own. For that matter, I will never send a machine in for repairs with personal data on it.