Disgusting service. Underqualified technician.

<p>This afternoon (03 August 2016) I went into the Samsung Rosebank Mall store to have a software issue rectified on my Galaxy S4. When I completed the software update that my phone had been prompting for some time, I lost functionality of my soft keys. I read some of the Samsung forums where people had said that they had the same issue after updating the software and they took their phones into a store where the technician rectified the software problem in minutes while they waited, free of charge. The technician that I spoke to had no idea what I was refering to when I mentioned "soft keys" and told me that they didnt have screens in stock to replace it but he would take my phone but didnt know when I would get it back. I had already informed him that it was infact a software issue and not an issue with the screen. I told him that I have had this phone for more than 3 years now and he then suggested that my warranty would cover the issues. Surely the techician is aware that the warranty is only valid for 24 months? Maybe is cant count? He then looked at me with shock when I said I had installed the software update. He said that I am not supposed to do it myself and I must come into store to do the update - as you can imagine, i was horrified that he had even suggested that it was my fault for doing the update after I had been constantly harrased by my device to perform the update. Never have I heard of such nonsense that users can only do software updates in store. At this stage I was already angry that I clearly knew more about the problem than he did and then to my horror, the technicians furry-hatted friend who had been loitering around the store decided to intervene in MY consultation with the technician by sarcastically belittling me and the information I was presenting. So dearest Samsung, my question is this: is it common practice to employ underqualified technicians who invite their rude friends into your place of business to sarcastically and rudely interrupt consultations between techinicians and customers? Im sure you will action this complaint if you give even the slightest **** about customers who have been loyal patrons for many years. </p>