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Today I went to the AT&T store to complain about the GPS issues on the Captivate. The associate (after looking the device over), gave me a flier/form and told me to take the phone to the local AT&T warranty center. The flier seems to indicate that the warranty center folks would either fix the issue or replace the device if they agree that my phone has an issue and is not (water) damaged etc.
Anybody have any experience with this?
I don't have any experience while owning a Captivate and going to the Warranty Center...
But when I had my Samsung Impression, and the phone display (it was a touchscreen with a slideout keyboard) completely stopped working, it wouldn't register any touch at all, I took it to them, they turned it on, tested that it truly didn't work, and they gave me a new phone (might have been refurbished) on the spot. Walked out with a smile on my face and went on with my day.
Same experience with two LG Xenons with bubbles under the screen. On the spot replacement within 10 minutes after they verified that the moisture sensor was clear.
Sent from my SAMSUNG-SGH-I897 using XDA App
Refurbished phones are the replacement. Very easy to deal with.
I had the same thing with my wife's Bold - warranty center didn't really try to fix it, just did the replacement. You have to make sure to do the data wipe before the exchange, and they can't do much in terms of data transfer. Process itself is very quick and straight-forward.
For my captivate GPS I just did a mail replacement. Gives me the time to swap everything at home with no pressure.
Funny you should ask. I'm currently dealing with a warranty exchange via phone and mail. I called customer support and told them about the random shutdown issue. They transferred me to the "Android" department. The Android department has heard about this so-called random shutdown issue so they sent me a replacement (refurb) phone after asking me questions like "Has your phone ever been dropped?" "Are there any damages to the screen?" "There is a square sticker right next to the 3 golden battery connector prongs. What color is it?" (FYI. If your phone gets wet, that white square will turn to a different color! Mine is still white. Never been in water. Anyway...)
They sent me the phone yesterday and today I turned it on. There was a new problem. It randomly takes me back to the Home screen when I'm just casually browsing the web, flipping through my apps, etc. It doesn't force close the app or system that I'm on. I just boots me out of whatever I'm doing and shows me the Home screen. So, I called to tell them about this problem. It is now in a box that it originally came in and it's waiting to be shipped out. They will give me another Captivate in the mail by Friday.
jaykishora said:
Today I went to the AT&T store to complain about the GPS issues on the Captivate. The associate (after looking the device over), gave me a flier/form and told me to take the phone to the local AT&T warranty center. The flier seems to indicate that the warranty center folks would either fix the issue or replace the device if they agree that my phone has an issue and is not (water) damaged etc.
Anybody have any experience with this?
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Click to collapse
The Warranty Repair Center in my town doesn't stock Captivates. They'll take a look at the phone to see if it was damaged or submerged, then tell you to call the 800 number. Or, you can skip driving in to a warranty center and just call the 800 number. The people there will talk you through some basic troubleshooting, then ship you a replacement (ground is standard, you can pay for an upgrade to overnight). You have 10 days after that to return your phone.
As for your GPS problems.... if you've upgraded to JH7 and can get a solid lock out in the open under a clear sky, well... Sorry to disappoint, but your replacement phone is probably going to have just as many problems with the GPS. I do (and I'm on my 4th Captivate), so do 7 of my friends and coworkers who have Captivates, and so do about 90% or more of the people reporting on the forums.
According to AT&T and Samsung, the JH7 update 'addressed the GPS issues'. And it did make it better... Before, it would just about never lock on. Now I can usually get a lock within 10~20 seconds and it'll show me where I should be.... until I go for a drive.
The test is this: install My Tracks and go for a drive around town. Once you're done, take a look at your track.
If you've got a softtop convertable or a fiberglass roof, you're good.
If you've got the phone far forward on the dash and have a large, steeply raked windshield, you're good.
If you've got a large sunroof, you might be good.
Otherwise, you're stuck with a measured 50m~100m accuracy (it reports 15m~30m, but don't believe it) if you can even maintain lock.
Good luck!
RexEscape said:
Funny you should ask. I'm currently dealing with a warranty exchange via phone and mail. I called customer support and told them about the random shutdown issue. They transferred me to the "Android" department. The Android department has heard about this so-called random shutdown issue so they sent me a replacement (refurb) phone after asking me questions like "Has your phone ever been dropped?" "Are there any damages to the screen?" "There is a square sticker right next to the 3 golden battery connector prongs. What color is it?" (FYI. If your phone gets wet, that white square will turn to a different color! Mine is still white. Never been in water. Anyway...)
They sent me the phone yesterday and today I turned it on. There was a new problem. It randomly takes me back to the Home screen when I'm just casually browsing the web, flipping through my apps, etc. It doesn't force close the app or system that I'm on. I just boots me out of whatever I'm doing and shows me the Home screen. So, I called to tell them about this problem. It is now in a box that it originally came in and it's waiting to be shipped out. They will give me another Captivate in the mail by Friday.
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Click to collapse
Mine was doing this too. I disabled plugins and a problematic page would render. Might be something to try just for the heck of it.
Sent from my SAMSUNG-SGH-I897 using XDA App
Very easy to deal with IMO. I am on my 3rd captivate.
1st one experienced random shutdowns, 2 days later received second one in mail and wouldn't get any network signal, 2 days later my 3rd and hopefully last captivate was on my doorstep.
All you have to do is send in your old unit. I was satisfied with the android people over at ATT.
Dealing with AT&T is MUCH more pleasant then dealing with Samsung for your warranty support. They're quick, they're nice, and they get you in and out in about 30 minutes.
z28james said:
Mine was doing this too. I disabled plugins and a problematic page would render. Might be something to try just for the heck of it.
Sent from my SAMSUNG-SGH-I897 using XDA App
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Yeah, I don't think it's that. It wasn't just on the Browser. It was also doing it while I was just flipping through the apps or reading an email using the stock email, or SMS, or looking at Settings. Anything I was on, it booted me out and took me to the Home screen. I returned it. I'm getting my 5th Cap today.
Thanks for all the replies. I'll post my experience if it turns out to be any special or interesting.
One other question. My phone is currently rooted. Should I spend effort unrooting it or it should be fine?
Unroot it and/or flash it back to original JF6 using ODIN One-click. If you've installed Froyo, do a Master Reset so it'll delete traces of 2.2 folders and whatnot. Backup first!
Pleasant experience
I went to the AT&T warranty center last weekend and was in and out of the store in less than 10 minutes with a new Captivate in hand. It was an extremely pleasant experience.
Just want to say that this replacement device (new and not refurbished) locks the GPS in about 10 sec inside the car and even faster under the sky and remains spot on. This leads me to believe that it may be some batches of device with buggy hardware with GPS issues.
Thanks
100% of the phones you get at the device support centers are refurbished sport. I'm a manager at one. If they told you it was new you have been whamboozled
Sent from my SAMSUNG-SGH-I897 using XDA App
RexEscape said:
Unroot it and/or flash it back to original JF6 using ODIN One-click. If you've installed Froyo, do a Master Reset so it'll delete traces of 2.2 folders and whatnot. Backup first!
Click to expand...
Click to collapse
I'm a manager at one of the at&t device support centers. Odin one click flash to original software is the only way to pass our inspections. We're not dumb. We can see if you've monkeyed with it in exactly 3 clicks
Sent from my SAMSUNG-SGH-I897 using XDA App
Walked in, gave them a Captivate that refused to charge, boot, or respond in any way, walked out with one that works.
Took maybe 30 minutes tops.
danalo1979 said:
100% of the phones you get at the device support centers are refurbished sport. I'm a manager at one. If they told you it was new you have been whamboozled
Sent from my SAMSUNG-SGH-I897 using XDA App
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Click to collapse
When I asked specifically whether the device was refurbished, I was told that it was new unit, as the refurb units have some red sticker on the device (when you take the battery out). Either way it does not matter to me as this unit works perfectly including the GPS.
jaykishora said:
When I asked specifically whether the device was refurbished, I was told that it was new unit, as the refurb units have some red sticker on the device (when you take the battery out). Either way it does not matter to me as this unit works perfectly including the GPS.
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Click to collapse
Looks like you were lied to.
Unless if you were still under your 30 days, which would put you under the buyer's remorse program [completely apart from Warranty], then you'd be receiving a new model.
+ most Warranty Captivates are affected by the random shutdown issue, as they aren't scrapped if they're under the affected IMEI range.
You're using a refurbished Captivate, all in all.
My first phone was rooted and then the random crashes started. It got so bad I couldnt turn the phone on unless I did a battery pull then with the charger plugged in and finger banging and milking a cow at the same time.
I finally got it into download mode and went back to stock. I went to the tech center explained what happened and she replaced it right on the spot and gave me a NEW phone, battery and charger. BUT she gave me my old battery cover. :-(
Sent from my Captivate.
So basically I've had my Droid 1 since March of 2010, I LOVE my phone. Today I was out in the sun, and it just started freaking out, I put it on a table from my cool pocket for literally 4 minutes. Now two things are happening:
the soft key search button has stopped working(keyboard one still works), and the place where the back button is on my soft keyboard is borked.
Is there anything I can try/do to possibly attempt to fix the problem? I've never run into an issue like this before. :/
okay... so I gave it to my brother to look at and suddenly it's working again...
Is there anything that could cause this?
We don't really know what causes the touchscreen issue but we suspect that the moisture is the main problem. Also, a defective or improper charging or a bad flex cable can lead to something like that. I am facing exactly the same problem (paradoxally, after flashing a new ROM - coincidence maybe) but here it didn't dissappear. I will replace the digitizer. I think it's the only way to get rid of it. If it shows up again, I'm sorry!
When do you plan to change out your digitizer? If anything I'd love to see your results before I go for it.
Oh the joys of being a broke college student.
The same problem happened to my D1!! If it re-occurs then it means that your digitizer has broken. The only solution is to replace it or buy a new phone (If you do a search on "Droid" and "digitizer" you will find many people who have had this same problem)
I researched repair stores and finally settled on a place called Mission Repair in KS (missionrepair.com). Sent my precious Droid to them on a Tuesday and got it back as good as new on Friday for a cost (including Fedex) of around $90 - certainly a lot cheaper than a new phone.
Has been working fine again since.
I heard it is a common issue on the phone, you can use an application like multitouch visualizer (on the market) to check the functional parts of the screen.
The problem I have is with the keyboard, I was using the right key to pass the pages on kindle for android and now I have to press it harder, it also happened with one of the space buttons, thanks god those are 3...
Ends up I'm not entirely retarded, and got the extended warranty for 1.99 extra month. I traded it in, but the replacement has same issues. Might be time to upgrade my phone...
Try replacing Flex cable instead of digitizer.
If it's not damaged.. hold off on the digitalizer and cable replacement.. grab ya some descant packets (do not eat bags that come with new items that can't stand any moisture) ziplock it up with them.. with battery out of it.. leave it over night.. bam..
BRITT#OGDROID
Oh.. and the OG doesn't like sweaty pockets or extreme humidity.. it's definitely your problem if not damaged.. bet you're in the south..
BRITT#OGDROID
I have no idea what's happened but the screen on my Z is completely unviewable. Was in my pocket, got a text took it out and it's dark (backlit making it appear grey) but with lines moving all over the place. Every now and then I get a brief glimpse of my home screen but then it disappears. The phone itself appears to be working but I can't see anything at all on the screen.
I've tried a reset (pressing vol+ and power button) but same issue right from the start (even on boot the sony logo appears as lines all over the place).
I suspect it's a hardware issue and i'll have to take it back but any thoughts before I go down that route?
Phones4U are going to do an exchange for me so problem solved but it does make me nervous about any future problems. Not even a month old yet and it's not like i've been throwing it around.
PHTC said:
Phones4U are going to do an exchange for me so problem solved but it does make me nervous about any future problems. Not even a month old yet and it's not like i've been throwing it around.
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Click to collapse
I do understand. We have to accept though that every devise we purchase there is always going to be some that are faulty. When it happens to us we tend to think its a devise problem that affects the whole range. Some people actually decide not to purchase that brand again meaning from phone to TV etc?
I am an Asus fan yet the hell I had with their range of tablets could have turned me against the brand. It didn't I own some very good Asus products.
These forums tend to be negative places as an awful lot of members only join a forum because they develop a problem. If we read every thread published here it would be impossible to purchase any phone from any brand as every single one of them has some problems.
You must, obviously, return your phone for an exchange. I hope all goes well with your replacement. It should be fine.
Hi guys.
I'll get to the point and say that I got this phone towards the middle of July to replace my failing Optimus G and it's already having a multitude of issues.
The phone worked great through heavy usage on a week period at the beginning of the month while I was travelling. Two days ago the right side of the screen began to freeze, either showing colored static or what was previously loaded. I note that the screen still works fine even inside of a different app, pressing buttons, etc. but continues to freeze and load what is actually going on a moment later. Happens on both the recovery mode screen as well as the lock screen.
Now, the phone also began to have crashing issues some time last week. I was playing Fallout Shelter when the device suddenly crashed. This hadn't happened with Fallout Shelter or any other (heavier) games at all since getting the phone. I rebooted and later was playing WWE Immortals when the phone crashed when going through the logo and copyright screens. After this crash, however, the phone went from around 50% battery to 0% and needed a charge.
I thought this was a fluke last week until it did it again yesterday... multiple times.
Last night the WWE Immortals crash happened again but the phone remained at 100%, where it was since it had been charging, instead of dropping to 0%. It powered on after popping the battery and pressing the button. Later on in the night, I was checking my email when the phone crashed out of nowhere. I once again popped the battery and it booted. However, this time, it would not load past the Sprint screens after the LG/Powered by Android one. It just hanged on the Sprint logo. It sat there for ten minutes until I took the battery out. I tried again and it wouldn't get past the LG screen.
I attempted Recovery Mode, which works of course, and cleared the cache and rebooted the phone. Once again, it crashed on the LG screen. I gave up for the night and tried again today. Same thing happened a few more times until the phone finally booted. I get in and try uninstalling apps to clear space to bring the phone to 11 of 32 GB free. I go to check what other "misc." data is eating up storage when the phone crashes again and I haven't successfully gotten it to boot again.
Should I attempt a factory reset? The closest Sprint store is miles away (I live in downtown Indianapolis and there isn't one nearby without taking a long walk or bike ride or bounce across bus lines, whatever) and the last time I got help from was just a new phone (replaced a phone because it's screen was broken, yeah, right. I went somewhere else to get a replacement the second time it happened). I feel like this a big hardware issue a reset wouldn't fix but, who knows.
I guess I should also note that, within the past week, my camera apps (be it the stock camera app or Snapchat) crash when using the front camera and it never loads a preview before crashing and the phone has been oddly hot (be it when I was cleaning up apps, idle, or just when attempting to boot) the last day. Also, as I was typing, I've been attempting restarts and cache clears and Recovery Mode, during one of the tries, never even loaded the options and a power button press restarted the device.
...At this point I'm just curious what exactly could mess with a phone this much. I refuse to believe it's any kind of virus since nothing was ever picked up and I know my way around the internet. I like LG phones, I loved my last one (other than it didn't have an SD card slot, but, eh, cloud storage!) and I like the cameras.
Phone is an LS991, unrooted.
From what I have been gathering(and this is all hearsay!) is that the first batch of these phones have serious hardware problems that might be related to the CPU. The best option would to try and get LG to replace the phone as they are less likely to have a phone in stock still that was part of the bad batch. If you can't get them to do it then try a Sprint repair store and see if they will swap it out. Be clear that this a warranty issue and not issuance issue. As a last resort you have to claim insurance on it.
centran said:
From what I have been gathering(and this is all hearsay!) is that the first batch of these phones have serious hardware problems that might be related to the CPU. The best option would to try and get LG to replace the phone as they are less likely to have a phone in stock still that was part of the bad batch. If you can't get them to do it then try a Sprint repair store and see if they will swap it out. Be clear that this a warranty issue and not issuance issue. As a last resort you have to claim insurance on it.
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Click to collapse
Well, that's somewhat depressing to figure out that they messed up part of the batch but that always happens if it's true.
Guess I'll have to check with LG or get someone to drag me to Sprint to see what they say. I'm not one for getting insurance on tech (and given I got the phone for cheap, being due for the upgrade and all) but hopefully warranty can help me out. Thanks for the heads up!
namiikii said:
Well, that's somewhat depressing to figure out that they messed up part of the batch but that always happens if it's true.
Guess I'll have to check with LG or get someone to drag me to Sprint to see what they say. I'm not one for getting insurance on tech (and given I got the phone for cheap, being due for the upgrade and all) but hopefully warranty can help me out. Thanks for the heads up!
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Click to collapse
Spoke with LG last night and the customer service rep was pretty clear that LG does not replace phones they only "fix" them. I would not trust LG to give you a new phone at this point as they will most likely just re-flash the phone and send it back to you. Unless anyone else who has dealt with LG repair in the past can say otherwise I wouldn't go the LG route. Now, if someone bricked their phone that might be a good thing to try since Sprint repair can't flash phones but if you need a new phone it looks like Sprint is the way to go. Just make sure you are clear that this is a warranty issue and not insurance. I bought my phone at Best Buy so this will be interesting for me as they probably will want nothing to do with me since I don't have TEP. I will report back on if they give me the shaft or not because I am sure others might be in the same situation as me.
centran said:
Spoke with LG last night and the customer service rep was pretty clear that LG does not replace phones they only "fix" them. I would not trust LG to give you a new phone at this point as they will most likely just re-flash the phone and send it back to you. Unless anyone else who has dealt with LG repair in the past can say otherwise I wouldn't go the LG route. Now, if someone bricked their phone that might be a good thing to try since Sprint repair can't flash phones but if you need a new phone it looks like Sprint is the way to go. Just make sure you are clear that this is a warranty issue and not insurance. I bought my phone at Best Buy so this will be interesting for me as they probably will want nothing to do with me since I don't have TEP. I will report back on if they give me the shaft or not because I am sure others might be in the same situation as me.
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Late reply is late, whoops.
That's interesting. Never really intended on the LG route since I've never had issues with Sprint replacing a device in the past so I'd go to them before anyone else (which we are, when my mom comes down to help me out with this since the closest store is just too far away and it's her cell plan).
And man, I wouldn't be able to stand buying from BestBuy but that's my personal qualms with them, hah. Hope you had good luck with them.
Hi. We have c got the same phone. Got 4 of them and 3 working great but my husband's is doing the exact same thing as yours and like you we have no insurance and had same reply from lg. And best buy was no help at all. Wondering if you figured out how to fix it or not
Forgot to mention we are verizon not Sprint. Not sure if that matters.
Just got my G4 replaced with a brand new one at Sprint. I have TEP, and they said they'd normally order a refurbished one. But, I got lucky since there are no refurbished ones (they're on backorder, probably due to these issues), so they just gave me a new one.
Lets hope this one one wasn't a lemon like the first one...fingers crossed because I love this phone...
We called verizon and they are over nighting a new phone. Thank you for the reply tho
This happened to me as well. It crashed maybe twice a day and now I can't get it on because it is crashing 1000 times. Its stuck in a crashing loop. Sprint is giving me a completely different g4 when their next batch comes in. It has been 2 weeks and I still don't have a new phone. I am hoping that I don't get this problem again or I am getting an iphone 6.
I'm not sure what happened, but when I woke up today my G4 was stuck on the LG logo. If I pull the battery and put it back in, it will start booting by then freeze on the yellow Sprint logo, and then start rebooting again. The second time it doesn't leave the screen the LG logo. I've not changed anything on the device (rooted, ZV5). It's been rock stable until this mysterious event.
Any ideas, comments?
I'm going to see about trying to reflash stock (maybe I'll go past ZV5 now).
Oh, crud. This sounds exactly like my problem, and my serial starts with 505.
http://forum.xda-developers.com/g4/help/lg-g4-stuck-bootloop-t3268734
Yes I also had the same symptoms, but it happened while I was at a Sushi restaurant and my phone was safely in my pocket. It turns out it's the dreaded bad motherboard, and the only solution is to initiate a repair through LG directly (if you prefer to keep your existing phone), or if you have the repair warranty, you can try your carrier but that risks getting a refurb unit that may have other problems.
Some people report temporary success by either freezing the phone, or even baking the phone. But these are temporary only, just to give you enough time to retrieve any important data before the phone resumes the bootloop problem due to bad soldering on the motherboard.
KingFatty said:
It turns out it's the dreaded bad motherboard, and the only solution is to initiate a repair through LG directly (if you prefer to keep your existing phone), or if you have the repair warranty, you can try your carrier but that risks getting a refurb unit that may have other problems.
Some people report temporary success by either freezing the phone, or even baking the phone. But these are temporary only, just to give you enough time to retrieve any important data before the phone resumes the bootloop problem due to bad soldering on the motherboard.
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Click to collapse
Thanks!
Sprint has in fact ordered me a replacement that I can pick up today. Does LG really just replace the mainboard with a new one, or do they give out refurbs, too? If Sprint only has a refurb for me (which I suspect), I wonder if I should decline that and ship it off to LG instead.
FWIW, I tried freezing the phone, but it had no effect on the problem. I see in the other thread most people had no luck with cold, but lots of luck with baking it. I don't really want to try that, though. My backup is 2 months old so I'll just have to live with kicking myself for not doing my monthly backup on schedule.
In my situation, I got back the same phone from LG with a new motherboard. I had noticeable markings on the outer frame that were right in the same spots on the returned phone, so confirmed it was the same frame. The label under the battery was the same too.
One thing I noticed was a new single piece of dust under the camera screen, so that again confirms they are disassembling. I plan to open my phone to add heatsink pads, and will remove the dust at that time (It doesn't affect the pictures noticeably, and I wouldn't have seen it if I didn't closely examine my phone to see if it was the same phone).
Anyway I personally had a bad experience with an old refurb phone years ago, so I preferred to go through LG service, not Sprint.
What ROM did you phone come back with, and how long ago did you send it in? I'm hoping they are not sending out ZVB (yet), because then I'd be stuck on Marshmallow without root.
I'm about to head out to the Sprint store tonight; if it's a refurb and on ZVB I will definitely not let them replace it, and will instead roll the dice again and RMA it with LG. If it's just a refurb but ZVA or earlier (which allows me to rollback to ZV6 and get root), I'm not yet sure what I'll do.
______
The replacement I got from sprint is a refurb with ZBA.
Oh, as for what ROM, at the time I think they had just released ZVA. My phone was on the earlier ROM, but they returned the phone with the latest ZVA (at the time), so if I were to guess, I think you will get the latest ROM, which right now is ZVB.
KingFatty said:
Oh, as for what ROM, at the time I think they had just released ZVA. My phone was on the earlier ROM, but they returned the phone with the latest ZVA (at the time), so if I were to guess, I think you will get the latest ROM, which right now is ZVB.
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Click to collapse
Thankfully I got ZVA, so I'm about to downgrade it to ZV6 (which is safe: http://forum.xda-developers.com/sprint-g4/development/howto-downgrade-to-zv6-upgrade-to-t3265976)