I'm looking through my email and maybe that didn't happen. I thought I got an email confirmation but I can't find anything.
I was in DeX and there's the "Contact us" in the DeX pop-up. It brought up a customer service contact, but... I submitted that but I can't find...
I guess I will submit a new ticket.
No worries, since it was purchased from us you can check with our eCommerce team about trying to exchange the case. They can be reached at 855-726-8721 directly. Alternatively, I can set up to service the tablet itself. It is possible that it's software related and not something in the case itself at all. Sadly though, only a certified technician would be qualified to offer that exact diagnosis.
I called 1800-SAMSUNG, got tech support, told them I bought it from Samsung, and he seemed to believe he couldn't troubleshoot it, that he needed to forward me to what he said was an internal group for troubleshooting... but instead the next person on the line just wanted to process the return (???). I've asked her to send me to tech support (?!?!) and I'm on hold. Again.
I'm not even convinced I can get the back off this thing...
I understand, let me know if I can offer any further help.
As another member posted, put your tablet into Dex mode and attach the keyboard and apply the update. It will then finally be able to install the firmware update successfully.
Oh, and incidentally, the tablet can detect the keyboard being taken off and put back on...
So there's that!