As we know, we run into theme issues where certain UI elements don’t use the proper coloring. So we have to report these issues. I have noticed that when I report these issues, there has been an increased persistence in the customer support to say that these issues are caused by the designer themselves and I should just change the color on the GTS. This is absolutely not the case.
In every instance where I report a theme issue, I try to add as much detail as I possibly can.
In a particular theme issue that I reported twice, customer support kept insisting that there I should change the colors in GTS when in fact the colors in GTS are the correct colors!
Here is the email regarding this particular issue I submitted in January:
ISSUE 2 – Messages (input field)
Detected Device: SM-F926B_TM, SW Version: F926BXXS2DVKB
APK name where this issue can be found: Project_Purple_Theme_T2.apk
STP file name: Red Route_v2023.stp
GTS version: 13.1.05w.1(issue is present even in 13.1.05w.2)
Content ID: 000006536539
Content Name: Red Route
Messages version: 14.0.10.41Screenshot example - “1_AT_20221228_161008_multi.jpg”
Where to find issue:
Messages - New conversation - Check visibility of the input fieldDescription:
The color of the background on the input field is using the WRONG color source, therefore causing visibility issues (input color is correct, only the background of it has issue). The correct color source for this background is “Messages > Conversation view (page 2) > Input field background color”
And this is the reply I received:
Issue2
You can modify it in the path below.
Messages > Conversation view > “Input filed color”
Messages > Conversation view > “Input filed background color”
(January email also included other issues that were resolved or a proper reply was given)
After resubmitting that particular theme with the newest GTS version, the same issue was reported again. So, in February I submitted another email (with the addition of another issue):
ISSUE 1 – Edge panel
Detected Device: SM-F926N_TM, SW Version: F926NKSU1FWAC
APK name where this issue can be found: Project_Purple_Theme_T3.apk
STP file name: Project Purple_v2023.stp
GTS version: v13.1.10w.1
Content ID: 000003053866
Content Name: Project Purple (Animated)
Edge panels version: 14.1.12.0Screenshot example - “1_AT20230201_161108.jpg”
Where to find issue:
Settings / Display / Edge panels / Panels / People / EditDescription:
The color of edge panel background does NOT change color based on the theme color palette. This edge panel is stuck in white color. The correct color source for this menu should be “Common > Dialog > Background”ISSUE 2 – Messages input field
Detected Device: SM-F936B_TM, SW Version: F936BXXS1BWA2
APK name where this issue can be found: Red_Route_Theme_T.apk
STP file name: Red Route_v2023.stp
GTS version: v13.1.10w.1
Content ID: 000006536539
Content Name: Red Route
Messages version: 14.0.13.11Screenshot example - “1_Screenshot_20230130_123404_Messages.jpg”
Where to find issue:
(Precondition: Settings - Screen layout and zoom: Muti view mode)
Messages / New conversation / Check visibility of the input fieldDescription:
The color of the background on the input field is using the WRONG color source, therefore causing visibility issues (input color is correct, only the background of it has issue). The correct color source for this background is “Messages > Conversation view (page 2) > Input field background color”.NOTE:
I have previously submitted this issue and was told to change colors in the theme when in fact there are NO color issues in GTS or other devices. This issue only happens in Galaxy Z Flip4.CAREFULLY READ “message-colors.jpg”!!!
The email also included the STP, APK, certification file for 2 issues and the below visual explanation for the message input field (which is regarded as issue no. 2 in the email):
Issue1 screenshot:
Same theme in GTS, as proof I used the proper coloring:
Which leads us to the reply I received for this email:
We check Project Purple (Animated) [000003053866] in the system and found the report.
Please read carefully what the report contains, there are the cause and functional issues with your theme.
Your theme is rejected due to the poor visibility of the icon, mainly.
It is not an error, and you can modify it in the path below.
Messages → Conversation view → “Input filed color”
Messages → Conversation view → “Input filed background color”
Conclusion/TLDR:
“Customer” support quality is lazy, unprofessional, frustrating and just disappointing. We are basically doing something that should not even be our duty to deal with AND still, the help that we do in reporting these issues is replied with lazy and default information. I clearly pointed out the issues.
If whoever does these tests just glimpsed at the STP file or installed the APK file of the theme in several testing devices, they would see that the issue is not on the designer/color palette, but on these specific devices/app versions/software versions.