Tech Coach

Used it twice in past month. Both times I struggled to get my question typed in before the App arbitrarily closed, thereby erasing my question. It crashed/closed on me over and over again. Sometimes I had to start over with an new Tech ! Having to explain my issue all over again even while it continued to close all the while! A thoroughly horrible and frustrating set of experiences!!

Frustrated by the inadvertent response of my phone telling me that my Ringtones were not supported by it, and I knew better! With Tech Support, Cho was able to get in and see what the problem was. Now I am able to assign Ringtones again. They're important in my life, as some calls have more precedence than other's when I am busy. or driving; knowing when I can answer, or call back, either immediately or later.

I just got a new Galaxy Note9 and the Google assistant wasn't working to make calls by voice command. I thought I'd give Tech Coach a try. I reached Dallas and explained what was going on to him(?). He kept me troubleshooting for about 3 hours. He had me update the Android OS. Then he had me turn it off for 5 minutes. Next he wanted me to reset the settings to default on my phone. At this point I started to push back and question his understanding of the problem and ask why we were doing this. I had just spent the better part of the day getting my settings how I wanted them! He said, "Resetting the settings with (will) reset the setting on google assistant settings as well. Which will allow us to know if its the phone or the google assistant or both." Since he's supposed to be the "Expert", I gave him the benefit of the doubt. Not only did it reset trivial settings like haptic feedback, I lost important settings like all my managed wifi networks! (I guess shame on me for not knowing what to expect from resetting my settings.) At this point, it's been over 2 hours and I'm getting frustrated. The assistant still didn't work. Now he's telling me that I need to backup my device and perform a factory reset. It's getting late and I didn't like where this was going but I figured I'd rather get it out of the way in the early couple days of owning this phone than when I'm so engrained on how things work that it would be a real pain to mess with it then. Backing up to Verizon cloud and my Google backup didn't seem to be working right, so I decided to connect it to my PC and back it up using Samsung Smart Switch. I told him I wish he would have had me backup before blowing away my settings. When the backup starts running, my phone is then on power, and the Google Play updater kicks off. I notice that one of the apps that updated was Google. Sure enough, that fixed it. I told him it was working after a Google app update and started giving him a piece of my mind for all the trouble I'd gone through. He had the nerve to tell me his shift was over and that someone else would be happy to help me further and that he would put me back in the queue so I could continue to get assistance. A half hour later and nobody else has responded to my chat so I could tell them what a terrible experience I had. But I went through 3 hours of chat with this idiot, went through an Android OS update, lost my settings, and almost went through resetting my phone when all he had to do was have me update the app. I have taken screenshots of the entire conversation for anyone who might care. I will never use this worthless service again!!!