I love helping customers with any issues they may have with their phone. I dont like when customers think that I know everything about their phone. I didnt make the manual. I didnt make the phone why would I know that. If i did i would give up my sales rep job and become a tech. Or maybe I would go work for samsung. We are sales reps in stores. I will call tech support for the customer however as a sales rep our main priority is to sell cell phones. Not to memorize every step possible taken to repair a phone.