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userXrBU8oTrku
Asteroid

IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

Hi there, I'm based in Sydney Australia.  I have a US purchased unlocked S9 that is just over 3 months old.  It has been rendered useless since their latest software update.  Thus far I have tried to contact the following:

Samsung Australia:  They're response was not our problem, as it is a US variant phone, you need to contact Samsung US.  They also said they could not flash me back to previous firmware, Samsung US needs to do this.

 

Samsung Support US on Facebook:  Absolutely useless.  Usually get my name wrong, followed by a tepid and generic "Sorry for the inconvenience, we understand your issue, unfortunately we can't help".

 

BestBuy (where I purchased this piece of garbage phone):  Not our problem, after 14 days you need to take any issues to the manufacturer directly.

 

Samsung: We can't do anything, sorry for the inconvenience.

 

Samsung US contact centre:  I've called them twice.  Theres a few hours of my life I wont get back. First guy said my warranty was void because I'm outside of the US.  Escalated to a supervisor.  She said because my phone was an unlocked version my warranty was fine.  Then said they were aware of the issue she herself has had 3 calls about it that day, and that I could expect a patch within 48 hours otherwise call back and they'll see what else they could do.  She also said they can't flash me back to previous firmware unless they send out a patch.

 

Second call:  Lady called me "Sir" numerous times despite me a) being a woman b) always been a woman c) correcting her twice.  (Apparently Samsung US have a hard time with a different english accent).  Asked to speak to a supervisor.  He denied there was an issue and said noone was aware of this issue.  I said oh so was the lady last week lying to me.  He said only option was to post my phone in to the US for repair, to do that I need to organise with a friend with a US address.  Hmmm, lightbulb, the moment I remove my Australian SIM they wont be able to replicate the issue, so what's the bet even if I DID go through that kerfuffle they'd just come back saying "phone is fine, we can't do anything to help".

 

ARGH.  This is bull.  Is there anyone else around Sydney, Australia who can maybe help me flash back to the old firmware?  I'm not very techy.  Please!  I'm desperate haha.  

 

(PS never buying a Samsung gadget ever, ever again.  I think I would rather put my head in a blender)

21 REPLIES 21
Bluestevo
Cosmic Ray

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

I've not had any problems from my US Samsung s9plus.

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Samsung Moderator
Samsung Moderator

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

Thank you for reaching out. We have escalated this to our team of product specialist. We will reach back out directly when we have further information.

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Latenighter
Asteroid

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

@userXrBU8oTrku you are not alone in this. I have been through an almost identical process. I am stunned this hasn't been resolved by now. Worst case scenario for Samsung is actually playing out right here, right now - because reputation is everything in a technology market. I would be far more forgiving if my phone were replaced so I could just get on with it on the original firmware, but... "we have escalated this to our tech team". 

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Honored Contributor

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??


@Latenighter wrote:

@userXrBU8oTrku you are not alone in this. I have been through an almost identical process. I am stunned this hasn't been resolved by now. Worst case scenario for Samsung is actually playing out right here, right now - because reputation is everything in a technology market. I would be far more forgiving if my phone were replaced so I could just get on with it on the original firmware, but... "we have escalated this to our tech team". 


I remember when I bought iPhone SE(when it came out in March of 2016 or some year), Bluetooth had an issue where talking on the phone with BT headset would sound really bad, as if the mic's sersitivity was set to high and it was really distorted.  Apple was quiet for about 2 months until some people that were part of beta for that iOS ver. started reporting improvement...that way we as users were kind of relieved as Apple didn't say a word!  I really like Samsung to just in their blog or another page let users know "we have seen the reports of "..." and investigating or such."   That would make consumers relieved a bit knowing that Samsung is working on the issue.


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Samsung Care Ambassador

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

@userXrBU8oTrku For the mean time try to disable any IMS settings or clear cachec. Go to Settings and on the top right corner type IMS it should look like this and disable everything for the mean time.Screenshot_20190916-140343_Settings Suggestions.jpg

 




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Gianni
Asteroid

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

You must be joking! There are thousands people with this exact problem who have tried everything is possible, including what you suggested and the factory reset. If the solution was so simple as you suggested we would be seriously stupid.

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Samsung Care Ambassador

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

@Gianni well what it does is that your phone is constantly asking your network to access the IMS settings or the other way around and since you are using a sim card that is outside the United States and technically not certified to use with this phone then the error persist unless the IMS software will be disabled or deactivate for sim card outside the US. At least, that's how I understand it. Most of the time this will happen if the phone does not recognize your sim card.




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Gianni
Asteroid

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

Dear @RedDragon,

the problem is quite clear by now. Yes, it is the phone is constantly asking your network to access the IMS settings.

What is almost offensive is that after weeks you do not understand that there is no way to disable the IMS settings using the native OS user interface. 

Just say "We are sorry for the problem, our experts are working on it".  Do not give any techincal advice unless you know what you are talking about. 

 

Best,

 

G.  

 

 

 

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Samsung Care Ambassador

Re: IMS ERROR ISSUE STILL NOT SOLVED, SCAMSUNG DON'T CARE??

@Gianni Just so you know the phone new  firmware do not have issues here in the USA. I have my unlocked S10 which I was happy because VoLTE on AT&T is now activated by the new update I think. 




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