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Samsung can now fix your phone remotely

An update to the Samsung+ app could end awful customer service miscommunication.

Jessica Dolcourt Senior Director, Commerce & Content Operations
Jessica Dolcourt is a passionate content strategist and veteran leader of CNET coverage. As Senior Director of Commerce & Content Operations, she leads a number of teams, including Commerce, How-To and Performance Optimization. Her CNET career began in 2006, testing desktop and mobile software for Download.com and CNET, including the first iPhone and Android apps and operating systems. She continued to review, report on and write a wide range of commentary and analysis on all things phones, with an emphasis on iPhone and Samsung. Jessica was one of the first people in the world to test, review and report on foldable phones and 5G wireless speeds. Jessica began leading CNET's How-To section for tips and FAQs in 2019, guiding coverage of topics ranging from personal finance to phones and home. She holds an MA with Distinction from the University of Warwick (UK).
Expertise Content strategy, team leadership, audience engagement, iPhone, Samsung, Android, iOS, tips and FAQs.
Jessica Dolcourt
CNET

Do you ever wish you should just show a customer service person your acting-up phone instead of trying to laboriously describe the problem and then try to fix it yourself?

A new feature for Samsung+, a customer service app you can download on compatible Galaxy phones and tablets, now grants remote access to the very people who can troubleshoot your device -- while you're together on a call. It's called Samsung Assist and don't worry, the agent helping you can't peer into your photos or feeds, or otherwise spy on you for Big Brother Samsung. This is just about getting your phone up and running again.

The Samsung+ app also gets a Community section (which already existed online and is now being folded into the app), so you can tap other people's tips and advice -- or look up help topics -- before dialing for a service rep. Samsung+'s remote-assist feature will roll out to the Samsung Galaxy S7 and S7 Edge phones first.