Chat Information You are now chatting with 'Diana'
Diana: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Visitor: My touchscreen does not work
Diana: I understand that you are having a power issue with the touch screen, am I right?
Visitor: The screen lights up but does not respond to pressure
Diana: I'll do my very best to assist you on this issue.
Diana: Could I please know the model code of your mobile?
Diana: You can find the model code at the rear side of the phone behind the battery.
Visitor: A877
Visitor: SGH-A877
Diana: Thanks.
Diana: Okay, let's try performing a soft reset and check if that resolves the issue.
Diana: To perform soft reset, remove the battery and then wait for 30 seconds. Then reinsert the battery and turn the phone ON.
Visitor: Ok
Diana: Thanks.
Diana: Please update me once done.
Visitor: It is done
Diana: Please check if the issue still persists.
Visitor: It still does not work. The responsiveness of the the touch screen has slowly gone out.
Diana: May I know since when are you facing this issue?
Visitor: Over the past 2-3 week the touch screen has sloly gone out. It starting in one corner then half the screen and as of 2 days ago the whole screen is unresponsive.
Diana: Okay, do you have a protective screen cover on the display?
Visitor: No, one was not provided with the phone in the box.
Diana: Okay, in this situation I may suggest you to perform a hard reset as that may resolve the issue, is that okay with you.
Visitor: I just did by typing *2767*3855#
Diana: Okay, did that help you on this issue?
Visitor: Actually it just made my phone unuseable. It is asking to tap to calibrate which does not work because I can't tap. I cannot bypass this so my phone is now locked.
Diana: In this situation I request you to contact our next level of support for advance troubleshooting steps on this issue.
Visitor: Does a hard reset erase pictures and text messages save to the phone?
Diana: I suggest you to contact Samsung Technical Support at 1-888-987-4357, Mon-Fri: 7 AM - 9 PM (CST), Sat: 9 AM - 6 PM (CST). where you will be able to speak with our agents in regards to this issue.
Diana: Yes, the result of this process will delete all your data installed or stored on your phone.
Visitor: Well now I do not need help. I will buy an unlocked blackberry and boycott samsung. I needed the files and was not aware of this.
Visitor: I cannot contact them because now my phone is unuseable. Atleast before our conversation I could make phone calls
Diana: I apologize of the inconvenience this may have caused you.
Visitor: I am sorry I tried to get help. I will go thru at&T to replace this unuseable phone
Diana: let me see what best I can do to assist you.
Diana: Please open the link below for assistance on the issue.
Diana: http://ars.samsung.com/customer/usa/jsp/faqs/faqs_view_us1.jsp?SITE_ID=22&PG_ID=0&AT_ID=151382&PROD_SUB_ID=0&PROD_ID=558
Diana: From the link above I request you to check the data transfer via memory card.
Diana: Can I help you with anything else?
Visitor: Is there any way to contact the next level of support via email? If the hard reset erased my data then what data is there to transfer?
Diana: It will only erase the data on the phone, the memory card will not get erased with the hard reset.
Visitor: The 9 unread text messages I had where stored on the phone internal memory and the reason for conversation.
Diana: I am sorry the next level is a voice support and cannot be available in e-mail .
Visitor: I will just go through AT&T. Samsung is not able to provide the support that I need.
Diana: I apologies, is there anything else that I can assist you with?
Diana: I am positive that this is the best we can do in the present situation.
Visitor: Then I will just have to accept being unsatisfied. I will save this conversation.
Diana: I am sorry,we at the chat support provide the basic troubleshooting information for our products,our agents in the voice support provide the next level of support for further assistance.
Visitor: Chat support disabled my ability to contact voice support.
Diana: This is the reason I recommended you to contact our voice support.
Visitor: I will contact Voice support at 8PM (CST) when I am able to make a phone call.
Diana: Thank you.
Diana: It was a pleasure assisting you. Thank you for contacting Samsung Technical Support. If you have a minute, please click on the blue “X close” button to receive a transcript of your chat and fill out a brief survey to help us serve you better. Have a wonderful day!
Chat session has been terminated by the Samsung Agent.
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