You are now chatting with 'Scandy'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is …
Scandy: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Visitor: I was shooting video of a friend's wedding when my NX-20 camera locked up, preventing me from stopping the shoot or turning off the camera. So I removed and re-inserted the battery, and things worked again. But I'm left with a 921 mb file that's useless because the camera didn't finish processing it. I was unable to view it in the camera, and Intelli-studio doesn't recognize it. But I was able to download the file to my computer. Is there any way to recover that file or finish processing it in my computer so that it will be usable? If I send you the file, can your technicians finish processing it?
Scandy: Please allow me to go through the inquiry.
Scandy: I apologize, I am not trained on the product you have. We have dedicated support for this product, and I would be happy to transfer you to a trained representative. Please hold for a few moments while I transfer the chat.
Please wait while I transfer the chat to the best suited Samsung Agent.
You are now chatting with 'Vivian M'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is …
Vivian M: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Visitor: I was shooting video of a friend's wedding when my NX-20 camera locked up, preventing me from stopping the shoot or turning off the camera. So I removed and re-inserted the battery, and things worked again. But I'm left with a 921 mb file that's useless because the camera didn't finish processing it. I was unable to view it in the camera, and Intelli-studio doesn't recognize it. But I was able to download the file to my computer. Is there any way to recover that file or finish processing it in my computer so that it will be usable? If I send you the file, can your technicians finish processing it?
Vivian M: I'm really sorry to inform you that the video recorded file cannot be repaired as the video file was interrupted and unfinished.
Visitor: I am very unhappy with this situation. My friend's wedding is a once in a lifetime event, and I cannot recapture it. I'm also very unhappy with the fact that I have a supposedly top-of-the-line camera that is unreliable and cannot be counted on not to lock up and erase my efforts. I have installed the firmware update, but I am not assured that the problem has been fixed.
Vivian M: Would you mind holding a few minutes while I gather the required information for your request?
Visitor: What request?
Vivian M: Sorry for the typo.
Vivian M: *issue.
Visitor: OK
Vivian M: I do understand your concern.
Visitor: Will Samsung do anything about this problem in its cameras?
Vivian M: The options for the Camera are limited, so an unsuccessful recording might not be able to play on the Camera.
Vivian M: However, you can use different video player to try and play the file.
Visitor: I have tried several different video players. None recognizes the file.
Vivian M: You can also try to convert the video file on the computer and check if that helps.
Vivian M: If the issue still persists, I'm sorry; there is no other option to recover the file.
Visitor: I have tried that option as well. I tried everything I could think of before contacting you.
Vivian M: I apologize; there are no further options as we have tried all possible steps.
Visitor: No, I have tried all possible steps. You have not tried any steps. I contacted you to see what YOU can do. If I send the file to you, can your technicians work on it?
Vivian M: I'm sorry; as we are into a technical team. We don't have option for the technicians to work with the video file.
Vivian M: I sincerely apologize for any inconvenience that it might have caused you.
Visitor: Do you mean to tell me that Samsung Corporation does not have technicians who can work on video files? Samsung Corporation has technicians that created the software for the camera. Surely those technicians could work on my file. This should be something that Samsung can do, since it is Samsung's fault that the file became corrupted to begin with.
Vivian M: We are into technical support team. We don't have options to have technicians work on the video files.
Visitor: You are a support team. But somewhere in your corporation there may be someone with the expertise required. Why can't you contact them or refer me to them? Also, you ignored my previous question about what Samsung is going to do to make its cameras reliable. I have serious concerns about
Vivian M: What I can do right away is I will document the issue and forward it to our appropriate team, so that they will be able to help you with the video file. Would this work for you?
Visitor: That might be helpful. As I was saying before, I have serious concerns about using a camera that might at any time, without warning, delete a project I am working on, and I would appreciate hearing from you what Samsung will be doing about this serious problem of camera unreliability.
Vivian M: Yes, I do understand the way you feel, as you are loyal customer to Samsung, I will forward this right now.
Vivian M: Would you mind holding a few minutes while I create a request on your behalf?
Visitor: Please tell me to whom you are forwarding this. How may I contact them? How can I be assured that they possess the technical expertise to handle my issue?
Vivian M: Not to worry, you will receive a call back within two business days from our appropriate team. Yes, you are correct.
Vivian M: Please provide me the below details to document the issue:
Vivian M: Full name:
Vivian M: Email address:
Vivian M: Phone number:
Vivian M: Shipping address with ZIP code:
Visitor: (Information provided)
Vivian M: Thank you for the details.
Vivian M: Thank you.
Vivian M: Thank you for holding.
Vivian M: Appreciate your patience.
Vivian M: What is the serial number of the Camera?
Visitor: (Information provided) I do hope that Samsung can do something about the camera locking up. The Internet is filled with camera reviews and comments about Samsung NX cameras, and Samsung already has an image problem. An unreliability problem such as I am dealing with could sink Samsung's efforts to build a camera brand.
Vivian M: Thank you so much for bringing this to our notice about the video file.
Vivian M: I have created a request on your behalf. Here is the ticket number:…
Vivian M: You will receive a call back within 2 business days for further assistance about the video file.
Vivian M: As of now we don't have any reported issues with the Camera.
Vivian M: Can I be of any further assistance?
Visitor: It's my understanding from Internet talk forums that NX cameras locking up is a fairly common problem. Therefore, I'm surprized that you don't have reported issues similar to mine.
Vivian M: I do understand your concern about the issue. But we don't have any known issues about the recording.
Vivian M: I sincerely apologize for any inconvenience that it might have caused you.
Vivian M: Can I help you with anything else?
Visitor: Well, now that you know about my experience, perhaps you can look into it. I suggest that someone srom Samsung take a look at the Samsung Talk Forum on DPReview's website: http://www.dpreview.com/forums/1001
Visitor: That is where I'll be posting our chat session.
Vivian M: I'm sorry; I have checked with the link, through Live chat we don't have access to third party websites.
Visitor: Perhaps you need a personal Internet connection to connect with that site. Or perhaps someone else at Samsung can do so.
Vivian M: I can understand the way you feel from customer point of view.
Vivian M: As I have escalated the issue, you will receive a call back so that they might help you with the issue you face.
Visitor: I hope that you can understand how all customers, present and potential would feel about this.
Visitor: Thanks for escalating the issue.
Vivian M: Yes, I agree with you and understood it.
Vivian M: Is there anything else that I can assist you with?
Visitor: No, thanks.
Vivian M: You're welcome.
Vivian M: Thank you for your patience and understanding.
Vivian M: Thank you for chatting with us. 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!
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Chat session has been terminated by the Samsung Agent.
