Database Info

Returning a bricked/dead captivate...but heres the real issue

I searched over the XDA forums but I couldn't find anything similar to this.
Basically, I had a perfectly working Captivate. I got it from Rogers through a hardware upgrade. Long story short, it got a scratch on it and I wasn't too pleased. It wasn't a big deal to me or anything but if I wanted to sell it in the future it would definitely devalue it significantly. My cousin didn't care though, so I sold it to him. I ended up getting another Captivate as sort of a gift from a friend who had a bunch of gift cards to Future Shop or some store (I paid the difference).
Problem is, my phone is now completely bricked. I followed the tutorials here very closely, they were awesome. The phone is rooted as well. I was using odin try to flash the phone but it never succeeded. The first time I was able to get passed the download screen, and then to some menu and the phone got to the rogers load screen, but then after that it failed. Since then the phone would get stuck at the computer with the cell phone screen. That wasn't a problem to bypass and get to the download screen (there were 2 combos you could use: put in battery/volume down/power or plug in USB/Battery/both volume buttons and power/release volume up). The final attempt happened when using odin I used the proper 512 pit file and the correct PDA file. The phone was recognized by my computer and showed up in Odin (com3). I clicked start, the blue progress bar appeared on the phone and it looked like it was going well. Then all of a sudden the screen turned bright blue and just stopped completely. Then it turned off. And now its completely unresponsive. No combination of batter/USB/power/volume button works at all, it's dead.
Long story short, I spoke with a Rogers tech. He tried to help me out but couldn't do anything. He told me that he'll ship me a new Captivate which I received. He also asked me for my IMEI number, and I gave him the number of my original phone that I sold to my cousin. I'm not sure why I gave him that one, I had the original box in front of me and I just read that, plus I thought that this number is like my ID with rogers or something, I don't know.
Anyways, this phone that I have, because it's a third party phone, rooted, and completely dead, can I send it back or should I just pay for the phone they sent me? Should I take the risk and send it back? My cousin said we can just replace the sticker that has the IMEI number from his phone with my phone, but I don't know about that. If we did that, and Samsung found out, what's the worst that could happen :x Sounds shady...Plus, would Rogers care if the phone I send back is not the original one that I got through them, even though it is a captivate that is with Rogers?
I'm afraid that if we replace the sticker, sure if Rogers looks at that to make sure its my original phone it would get passed them since you can't even turn my phone on...but once it gets to Samsung, can't they look at the internal IMEI number and if they compare that to the sticker....owned?
Thanks

My vote would be to send in the bricked phone. The Rogers tech guy knew that your phone was bricked, so sending in a bricked phone shouldn't be a problem.
If they ask you why it has a different IMEI number than the one you gave them, just explain that you grabbed the wrong box.

Not with rogers but I changed my mind on which of our three I wanted to return to at&t after talking with them and providing my imei number. I originally wanted to warranty mine but decided to send in the wifes because her screen was developing a strange clarity issue. Never heard anything from them on the issue. I would definitely not recommend you trying to swap stickers.

Do NOT tamper with the IMEI number (sticker swapping included). Tampering with it is illegal...

Swapping the sticker will not change the contents of the files inside of /efs which have the IMEI both in plain text and encoded.

Ah thanks for the replies everyone, that was so quick.
I guess my main concern is that if Rogers looks at the IMEI number on my phone sticker, and realizes that its not the same as my original phones that I got through Rogers, they'll send it back. Is that the case, or does my warranty transfer over to my new phone? I'm not even sure if this is a warranty issue though since its definitely passed the 30 day period. Is there a warranty deal that Samsung specifically has with its customers, specifically pertaining to bricking as a result of software upgrades?
Or is this not as much a Rogers issue as it is a Samsung issue? I wish I understood how the process worked...for all I know, my phone has already been approved for shipment to Samsung, so as soon as Rogers receives it, they just send it over to Samsung and they don't care about those details pertaining to a persons Rogers account.
But I'm sure a lot of people are in the situation where they no longer have the original phone they received from their provider, and purchased one from a third party dealer, and something happens to it...what is their condition?
James, I think the reasoning for wanting to switch the sticker was because Rogers knows that the original phones IMEI number is as such, and because they can't turn the phone one they would probably just glance at the number on the label, and then send it off to Samsung. So I was wondering maybe I should call Rogers and tell them I gave them the wrong number? If I do that then, again, would they say that because the phone I"m sending in is not the original one they can't send a replacement and so I'd have to pay for it?

newter55 said:
Not with rogers but I changed my mind on which of our three I wanted to return to at&t after talking with them and providing my imei number. I originally wanted to warranty mine but decided to send in the wifes because her screen was developing a strange clarity issue. Never heard anything from them on the issue. I would definitely not recommend you trying to swap stickers.
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Thanks for the reply, that was a great help. Did you have to send it back in your original box for your phone?

The way it works here is you return your phone in the package they sent the refurb in. Just the phone, no cords, battery, etc.

Integrity.

problem? said:
Ah thanks for the replies everyone, that was so quick.
I guess my main concern is that if Rogers looks at the IMEI number on my phone sticker, and realizes that its not the same as my original phones that I got through Rogers, they'll send it back. Is that the case, or does my warranty transfer over to my new phone? I'm not even sure if this is a warranty issue though since its definitely passed the 30 day period. Is there a warranty deal that Samsung specifically has with its customers, specifically pertaining to bricking as a result of software upgrades?
Or is this not as much a Rogers issue as it is a Samsung issue? I wish I understood how the process worked...for all I know, my phone has already been approved for shipment to Samsung, so as soon as Rogers receives it, they just send it over to Samsung and they don't care about those details pertaining to a persons Rogers account.
But I'm sure a lot of people are in the situation where they no longer have the original phone they received from their provider, and purchased one from a third party dealer, and something happens to it...what is their condition?
James, I think the reasoning for wanting to switch the sticker was because Rogers knows that the original phones IMEI number is as such, and because they can't turn the phone one they would probably just glance at the number on the label, and then send it off to Samsung. So I was wondering maybe I should call Rogers and tell them I gave them the wrong number? If I do that then, again, would they say that because the phone I"m sending in is not the original one they can't send a replacement and so I'd have to pay for it?
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Click to collapse
Honestly, since your manufacturer warranty is through samsung and that has nothing to do with who sold you the phone, i'd consider giving them a call.
I damaged my IMEI and forgot to make a backup of /efs. I called samsung and explained to them what the deal was. They sent me a postage paid label to ship them my phone and they ended up fixing it for free. They tear it all down, make sure its no physically damaged and fix the software. They actually ended up replacing the mainboard. They also charge nothing to evaluate the phone and give you a price to fix it if found out of warranty.
The only reason why I considered this was because I read here on XDA one guy doing the same after he did what you did (bricked his rooted phone from a bad flash). He had the same result.
So, before you go and get yourself into some trouble with rogers by sending them a phone with the wrong sticker on it, consider the alternative.
At the very least, call them and correct the IMEI. They may tell you to take a hike, but that's the risk of flashing your phone.
Also, I bought my phone from amazon and enrolled in the insurance. I ended up having to send my phone back to amazon as I bricked it within the 30 days (I was straight up with them and they over nighted me a new phone). I had to call in and tell ATT the new IMEI. They really did not seem to care that I was giving them the IMEI from some other phone.
Also, I believe that if you do not return the phone to them within a specific time that they just charge you full price for the phone. You wont goto jail but your wallet gets owned.

Tab Docking Malfunction

Hey guys, first post here.
I'v had the Tf700 for about 3 weeks now, and finally decided to plug her into a dock.
When I do so, nothing happens. No notification, no audible beep, nothing.
When I first recieved the tab, I noticed what I believed was simple cosmetic damage to the metal bezel above the right dock slot.
Not sure if this is related, but it seems it has to be.
Dock IS functional with another Infinity
I have Swiftkey installed, but tried after a force stop and unistallation.
Next is factory reset, but I am confident this is hardware relataed.
Who should I contact regarding this?
I purchased from Amazon, but have PMed Gary.
Will post pics later
Any input is greatly appriciated
Thanks
Cam
nevermind, cant post pics yet

Have you tried turning it off and then on again?

aendsrr full
omahacrazymike said:
Have you tried turning it off and then on again?
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I tried this method. It seems to be docked and working. Thank you, Sir....
...Of course I tried turning it off and on again.

If factory reset doesn't help, I would certainly consider RMA.
Mine had a scratch inside the mount from the very beginning, but it's been working fine, so I wasn't worried about that. I'm rather amazed you haven't tried it for these three weeks that you had it, especially after seeing some kind of damage, hopefully they'll believe you it was there from the beginning.

I sent them a RMA.
Only problem, device is unlocked.
Factory reset did not fix.
This should be interesting.

C.patrick said:
I sent them a RMA.
Only problem, device is unlocked.
Factory reset did not fix.
This should be interesting.
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Shouldn't be a problem if it's only the dock that you're returning. Try telling them it's been working fine with another dock and also check in the meantime if it does just to know what you're dealing with

d14b0ll0s said:
Shouldn't be a problem if it's only the dock that you're returning. Try telling them it's been working fine with another dock and also check in the meantime if it does just to know what you're dealing with
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Nono. Its the tab that is broken. Tried on 2 separate docks. Both dock work on another tab.

Just realized i can posts attachments

Sorry, now I see what you meant (it's probably time to sleep for me).
RMA and hope for the best (it's better to report these when you notice them, or at least check if it's working, btw). I believe there is no reason for them to reject your RMA, as unlocking had nothing to do with it, but keep us posted.

welp, finally got a answer
f you have any further questions and/or concerns related to this quote, please respond directly back to this email. Dear Mr. Patrick, Your RMA has been received; however there is a delay in processing as ( the boot-loader has been unlocked ), which is not covered under the ASUS manufacturer warranty. For your reference, please review the attached picture(s). For more information in regards to types of damage not covered under ASUS manufacturer warranty, please visit http://service.asus.com, http://support.asus.com, and/or refer to your User Manual. If you would like to continue with repairs for your ASUS product, please return the completed and signed credit card form by one of the following methods: Fax: 510-797-2102 (Attn: Megan) Email: (PDF/JPG formats accepted only) Payment will need to be received no later than ( 11/5/12 ) to prevent your RMA from being returned unrepaired on ( 11/6/12 ). Repair process is approximately 3-5 business days from once payment is approved (excludes: parts on backorder and/or shipping/transit time). Cost of repairs (all amounts are USD) – enter amounts on credit card form: Parts - $170.00 (Motherboard) Labor - $65.00 Shipping – please select one shipping method only on credit card form Sales Tax** – please select one option only on credit card form **Only if you reside in California or Canada will sales tax be charged. If you are outside California or Canada, please select “none”. IMPORTANT: It is required that all amounts and totals be filled in by you directly, based on the quote we have provided. All credit card forms must be received with a physical signature for credit card payment processing. If sending via email, you will need to complete the form, sign, and scan as a PDF/JPG format. Please be advised that we do not accept EchoSign. If the payment form gives you that option, please make sure not to use it. If any of this required information is missing/incorrect, Asus will request that you update and resubmit the form. It is important to provide a completed accurate form to avoid any delay in the repair process. Best regards, Megan ASUS
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What to do now??

[Q] Horribly broken Nexus 5 after sending it in for repairs, looking for suggestions.

Wondering if anyone here has experience dealing with LG support for repairs, I've had a problem I've been trying to get fixed for around 2 months, and not sure how to proceed.
My problem was every couple weeks my phone would nag me about not having a SIM card inserted, and take like 10 reboots before it would detect the SIM card.
I sent my phone to LG in the mail, because Google referred me to them as it being not something Google can help with, but because it was under manuf. warranty period LG should repair/replace it.
When I got my phone back from LG, it seemed to have some kind of bad flash of dev. firmware on it because everything in About Phone seems "wrong", and the picture is only drawing in the center of the screen, like it's drawing at the wrong resolution or something. (I mean, the phone model says "AOSP on GalaxyNexus" phones coming from Google aren't running AOSP, and why it says it's a GalaxyNexus, I have no clue because I sent my LG phone to LG, not to Samsung)
Also, they didn't return my SIM card tray, so I can't even put my SIM card back into it.
My IMEI / Kernel Version / Baseband / etc., almost everything in about phone is set to "Unknown", except for the serial number, which is "aaaaaaaaaaaaaa" (I might have the amount of a's wrong, but it's all a's). My Android version is set to "Pie Key Lime" (not the speculated name of KeyLimePie, but Pie Key Lime) and I cannot install ANYTHING from the Play Store, because it says the version of Android on my device is incompatible.
I've tried getting ahold of LG again several times, they've said they'll send me my SIM card tray, and that I should have it in 2 days, on three different occasions, I waited a week between calling them back each time but I've never got my SIM card tray back.
The fourth time I've tried getting in touch with them, which was today, they have no record of my support ticket, and cannot give me any further support because "aaaaaaa..." is not a valid serial number of a product they sell. Any suggestions about what I should do?
I sent them a phone with a minor annoyance, and got back something completely unusable.

I'd immediately call and ask for someone in charge. And i wouldn't end the call until they agree to overnight me a working and complete phone.

If what you describe is true, no offense, then that is really messed up. You should keep calling them and insist as much as you can. If you have to escalate it further than have it done and also contact Google about it. I think they are still obligated to help you. No one should take that kind of ****.
Sent from my Nexus 5 using Tapatalk

What the hell. They dont know which firmware have to be flashed? Those idiots. Tell them to flash the "USER" firmware to your phone and not the "FACTORY" firmware which is not for costumers.

Had a several hour long phone call with an LG supervisor today, basically she told me "that's completely crazy, I don't know how you got a phone back so completely broken, I don't know what to do because I've never had such a weird support claim, send the phone you got back from the repair center in your phones original box, so we can check if the stuff in About Phone really doesn't match what's on the box, and we'll get ahold of you again once a repair technician looks at it"
So, thanks everyone for the suggestions of "nag the supervisor into submission", hopefully I get back a phone that works instead of a phone call in a week saying "yup, this phone you sent us is broken, you want us to send it back or throw it in the garbage?"

[Q] Nexus 5 came back from LG Repair with different software

Hello ALl,
I am not a developer and do very little tinkering with my android phones. That being said, I recently shattered my Nexus 5's sreen and sent it into LG to get repaired. They sent it back as "not repairable: Epoxy Crack." I turned it on as it was still fully functional (minus the screen) when I sent it off. The phone booted up with a letterboxed version of the Nexus 4 boot screen and after going through an initial set up, I went to settings to find that the phone now says:
Android version - KeyLimePie
Baseband version - M8974A-1.0.25.0.15
Kernel version - 3.4.0-gaf7416a-00002-g97abe44 / [email protected] #1 / Thu Apr17 10:56:17 KST 2014
Build number - aosp_hammerhead-userdebug KeyLimePie / FAC140417_KRT01B PDK853385 test-keys
Also, under runtime, I can chose between Dalvik, ART, and ART Debug mode. Lastly, there are a few diagnostics apps installed on the phone.
I am not sure if any of this is helpful to any developers out there, but if it is, please let me know and I can try to pull an image of the phone for you to use.
I suspect it is some old Android image that they flash onto every phone to do repairs, but since they did not reset the phone to stock, I am happy to try and get the software to any of you if you want it.

mrfochs said:
Hello ALl,
I am not a developer and do very little tinkering with my android phones. That being said, I recently shattered my Nexus 5's sreen and sent it into LG to get repaired. They sent it back as "not repairable: Epoxy Crack." I turned it on as it was still fully functional (minus the screen) when I sent it off. The phone booted up with a letterboxed version of the Nexus 4 boot screen and after going through an initial set up, I went to settings to find that the phone now says:
Android version - KeyLimePie
Baseband version - M8974A-1.0.25.0.15
Kernel version - 3.4.0-gaf7416a-00002-g97abe44 / [email protected] #1 / Thu Apr17 10:56:17 KST 2014
Build number - aosp_hammerhead-userdebug KeyLimePie / FAC140417_KRT01B PDK853385 test-keys
Also, under runtime, I can chose between Dalvik, ART, and ART Debug mode. Lastly, there are a few diagnostics apps installed on the phone.
I am not sure if any of this is helpful to any developers out there, but if it is, please let me know and I can try to pull an image of the phone for you to use.
I suspect it is some old Android image that they flash onto every phone to do repairs, but since they did not reset the phone to stock, I am happy to try and get the software to any of you if you want it.
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na, its an old pre kitkat prerelease, and has been known about for a long time. whats odd is thats what they flashed, instead of anything more recent. unless thats what their technician have, odd they didnt go with the factory img.

simms22 said:
na, its an old pre kitkat prerelease, and has been known about for a long time. whats odd is thats what they flashed, instead of anything more recent. unless thats what their technician have, odd they didnt go with the factory img.
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Click to collapse
It is even more odd as I have done a factory reset before sending it in so as to ensure that my account data and info was off the phone in the case that they were to send me a new phone instead of swapping out the components of the original. It was fun looking through the random debugging and testing apps they left on the phone. Thank fully my fiancee reads and speaks Korean and she could tell me what the on screen buttons said.
Anyway, thanks. I have decided since LG won't repair the screen, I will. I ordered the screen, digitizer, and front bezel from ETradeSupply and will try to save the phone myself once the part arrives. If all goes well with the replacement, I will flash hopefully back to factory original and then upgrade to 4.4 again.
In the meantime, it looks like a few more days with the Moto G (purchased as a back up phone while sorting out the screen on the Nexus 5).

Interesting to see that the Test Version's Kernel date is 17th April 2014...

LG has two kind of firmware for their devices: FACTORY and USER. Factory image is used to test the phones hardware like bluetooth, wifi, screen etc... and enables some more options for LG testers to make it sure the phone works perfectly. The user image for nexus 5 is the same what google offers for us.
@mrfochs try to do a backup if possible. Kernel, system and radio that is what we need. Also please check the bootloader version if it somethig new then make a backup. You will have problems using LG flashtool in the future, but it can be solved easily. If you ever have to use lg flashtool to return to stock just contact me and we make your phone compatible again with LG flashtool.

While that build is technically old, like @vin4yak said, that kernel date is what's really throwing me off.
I'm on stock right now and KTU84P kernel reads it was created on March 17th, 2014

You should try and extract those troubleshooting apk's and share them with the community.

bitdomo said:
LG has two kind of firmware for their devices: FACTORY and USER. Factory image is used to test the phones hardware like bluetooth, wifi, screen etc... and enables some more options for LG testers to make it sure the phone works perfectly. The user image for nexus 5 is the same what google offers for us.
@mrfochs try to do a backup if possible. Kernel, system and radio that is what we need. Also please check the bootloader version if it somethig new then make a backup. You will have problems using LG flashtool in the future, but it can be solved easily. If you ever have to use lg flashtool to return to stock just contact me and we make your phone compatible again with LG flashtool.
Click to expand...
Click to collapse
I am happy to try and make a backup, however I haven't the slightest clue how to go about doing it (like I said in original post I=newb).

mrfochs said:
I am happy to try and make a backup, however I haven't the slightest clue how to go about doing it (like I said in original post I=newb).
Click to expand...
Click to collapse
Unlock bootloader, flash twrp recovery make a backup where you select system and boot then you upload the backup somewhere.

mrfochs said:
Anyway, thanks. I have decided since LG won't repair the screen, I will. I ordered the screen, digitizer, and front bezel from ETradeSupply and will try to save the phone myself once the part arrives. If all goes well with the replacement, I will flash hopefully back to factory original and then upgrade to 4.4 again.
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This is so strange. I have the EXACT same situation happening to me. I got my phone back from LG as unrepairable due to "epoxy crack" and now it has this testing Key Lime Pie version that is impossible to update from.
Please let me know if you're able to successfully do the repair yourself or flash back to factory original. From this thread, it seems it's not easy to.
Which part did you order from ETrade Supply?
http://www.etradesupply.com/catalogsearch/result/?q=nexus+5

There's zero reason for this to be happening except extreme incompetence on LG's service tech's part. I would get in contact with them and demand some free service because of this. It's bad enough they can't repair the phone, but it's 100x worse that they send the phone back to you in even worse condition.
No excuse for this. I would be looking for compensation, personally.
Sadly I've heard other worrying things about LG's "repair" service. They don't even seem to realize there's a final clip that needs to be engaged on the back of the phone or else NFC and Qi don't work. That's basic stuff and gives me no confidence in their tech's abilities.

LG Flashtool affects Sideloads?
bitdomo said:
LG has two kind of firmware for their devices: FACTORY and USER. Factory image is used to test the phones hardware like bluetooth, wifi, screen etc... and enables some more options for LG testers to make it sure the phone works perfectly. The user image for nexus 5 is the same what google offers for us.
@mrfochs try to do a backup if possible. Kernel, system and radio that is what we need. Also please check the bootloader version if it somethig new then make a backup. You will have problems using LG flashtool in the future, but it can be solved easily. If you ever have to use lg flashtool to return to stock just contact me and we make your phone compatible again with LG flashtool.
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Click to collapse
I have given up trying to get the app files off this phone as the current version of Android that is installed on here keeps crashing popping up "Google Play Services failed to load" or a handful of other popups indicating apps that have failed to launch. I set up the drivers on my computer to sideload 4.4.4 through ADB, but I keep getting "File Signature Verification Failed." Is this a result of trying to sideload the OTA while ADB is seeing a different firmware as a result of the LG Flash tool you mentioned?
I contacted LG to ask them how to get the factory software on the phone and they want me to ship the phone back to them in Fort Worth as their paperwork "doesn't indicate that anything was done to the phone." I would prefer to find a way to install stock back to the phone without having to mail my phone again (especially since I just replaced the screen).

mrfochs said:
I have given up trying to get the app files off this phone as the current version of Android that is installed on here keeps crashing popping up "Google Play Services failed to load" or a handful of other popups indicating apps that have failed to launch. I set up the drivers on my computer to sideload 4.4.4 through ADB, but I keep getting "File Signature Verification Failed." Is this a result of trying to sideload the OTA while ADB is seeing a different firmware as a result of the LG Flash tool you mentioned?
I contacted LG to ask them how to get the factory software on the phone and they want me to ship the phone back to them in Fort Worth as their paperwork "doesn't indicate that anything was done to the phone." I would prefer to find a way to install stock back to the phone without having to mail my phone again (especially since I just replaced the screen).
Click to expand...
Click to collapse
It'll fail if you're using stock recovery?

mrfochs said:
I have given up trying to get the app files off this phone as the current version of Android that is installed on here keeps crashing popping up "Google Play Services failed to load" or a handful of other popups indicating apps that have failed to launch. I set up the drivers on my computer to sideload 4.4.4 through ADB, but I keep getting "File Signature Verification Failed." Is this a result of trying to sideload the OTA while ADB is seeing a different firmware as a result of the LG Flash tool you mentioned?
I contacted LG to ask them how to get the factory software on the phone and they want me to ship the phone back to them in Fort Worth as their paperwork "doesn't indicate that anything was done to the phone." I would prefer to find a way to install stock back to the phone without having to mail my phone again (especially since I just replaced the screen).
Click to expand...
Click to collapse
Contact me on hangouts: [email protected]
Then I will make it work to flash google's rom. Only thing you have to do is let me connect to your PC through team viewer and connect your phone in fastboot mode to your PC.

Let me provide and update and go on a rant here for a bit. For anyone who cares to listen.
It took me 1 chat, 1 failed supervisor call back, and 3 consequent phone calls ultimately escalating to a supervisor to get LG to understand they made a mistake and send me a shipping label so they can get the factory test OS removed.
Here is a copy/paste from my first uncanny chat with an LG representative:
Mariangie: Unfortunately the OS they tested is the way they use to repair the phone and since it was not responding on that mode (service mode) that's when the phone is deemed unrepairable
Mariangie: and regretfully no it cant be put back into normal (customer) OS
lifeinpictures: that makes no sense
Mariangie: My sincere apologies
lifeinpictures: controls work just fine
lifeinpictures: it worked fine before I sent it
lifeinpictures: and controls and touch work just fine now
lifeinpictures: you cannot tell me that you guys purposely send items back with a testing operating system, meant for techs and not users
lifeinpictures: at the least, I should be able to get my product in the same state I sent it in
lifeinpictures: not WORSE
Mariangie: I truly apologize again for the inconvenience this may caused, I personally understand your position. I will certainly forward your comments and dissatisfaction about this matter.
lifeinpictures: I don't need you to forward anything, I need you to fix it.
lifeinpictures: you broke it
lifeinpictures: therefore you should fix it
Mariangie: I wish i have other options available, unfortunately the phone cant be put back into normal OS. It seems to have a physical damage that result in internal part not working
Mariangie: techs try to putting the phone into service OS but it is not working
Mariangie: making it not possible to have it repair
Mariangie: and no way to put back on normal mode
lifeinpictures: Mariange, I really doubt you know enough about the testing hammerhead OS to know what you're talking about
Mariangie: My sincere apologies
raul takahashi: an OS is not reliant on physical, operating parts
lifeinpictures: I understand, you feel upset about this
lifeinpictures: I truly apologize again for the inconvenience this represent
lifeinpictures: And again I wish i could have other options to supply you with
lifeinpictures: I'm afraid no other options to provide you with
Mariangie: Sorry Mr. LifeinPictures.
lifeinpictures: this is pretty much against the law Mariange
lifeinpictures: this is like giving you my car to repair a cracked window
lifeinpictures: and you give it back to me with a broken engine, which wasn't broken before
Mariangie: My sincere apologies, Again I wish i could have other options to supply you with, I'm afraid no other options to provide you with.
It took me all evening, but I finally reached a supervisor to resolve (interestingly, it's the exact same supervisor I had escalated to just 2 weeks ago. read below if interested. He immediately accepted the mistake, and finally offered a ship label to get the phone shipped back and fixed.
I have lost complete faith in LG as a company and will do everything I can to avoid them.
Previous history, copied and pasted from Google forum thread about cracked screen:
To quickly recap my history and experience with Nexus 5.
1. Buy Nexus 5.
2. Drop it on carpet from coffee table 2 feet tall, screen completely shattered. 4 months after purchase. (Owned 12 phones in my life, all handled way more abuse)
3. Pay LG $140 to repair.
4. LG sends me refurbished unit, not my original one repaired. I'm ok with this.
5. Buy heavy duty case because apparently this thing is fragile.
6. Lunch in an outside restaurant patio. Sunny day. Table is warm to the touch, but nothing anyone notices or cares about as they eat. I put my phone face down, glass on table. Pick up phone to leave, there is a crack from side to side of the phone. Just great. Can't even handle everyday situations, less severe than a hot car (for example).
7. Crack very soon start expanding to the rest of the phone. Now entire screen cracked.
8. Send to LG for repair, again.*
9. Phone comes back as unrepairable due to "epoxy crack". (B.S. this was less severe than my 1st one and phone is fully functional, electronically and mechanically. Research proves many recent attempts by other Nexus 5 owners sending cracked phones for repair have been denied)
10. Phone comes back worse than it was when sent, with testing factory OS instead of user OS. Unable to update from.
*=Customer service: 4 days go by since LG has possession of my phone. I call to ask for status, rep says "wait until we call your or email you". Next day, I get a UPS notice that phone is being shipped back. I call to find out why, speak to 3 reps, none can tell me anything other than "it's not repairable". 4th call reaches supervisor, who tells me it's due to "damaged electronics". It's a lie, but I give up.
(My theory on these newfound lack of willingness to replace screens:
LG / Google is aware they skimped on glass quality to keep the price low. They made a (decent) business decision to first do "whatever it takes" to keep customers happy and loyal. This includes fixing screens "outside of warranty" (since they know it's impossible for customers to prove a cracked screen is manufacturer fault) for a very reasonable cost of $140 which is close to cost (parts + labor) or potentially at a loss. This keeps the majority of owners at bay. Now, Nexus 6 is on the horizon and the loss or lack of revenue from these Nexus 5 screen repairs has surpassed expectation so they have advised their repair stations to deny them. They've done their part with an acceptable level of damage control and soon everyone will get a Nexus 6, move on, and forget the Nexus 5 was a debacle.)​
lifeinpictures said:
This is so strange. I have the EXACT same situation happening to me. I got my phone back from LG as unrepairable due to "epoxy crack" and now it has this testing Key Lime Pie version that is impossible to update from.
Please let me know if you're able to successfully do the repair yourself or flash back to factory original. From this thread, it seems it's not easy to.
Which part did you order from ETrade Supply?
http://www.etradesupply.com/catalogsearch/result/?q=nexus+5
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Click to collapse

lifeinpictures said:
Let me provide and update and go on a rant here for a bit. For anyone who cares to listen.
It took me 1 chat, 1 failed supervisor call back, and 3 consequent phone calls ultimately escalating to a supervisor to get LG to understand they made a mistake and send me a shipping label so they can get the factory test OS removed.
Here is a copy/paste from my first uncanny chat with an LG representative:
Mariangie: Unfortunately the OS they tested is the way they use to repair the phone and since it was not responding on that mode (service mode) that's when the phone is deemed unrepairable
Mariangie: and regretfully no it cant be put back into normal (customer) OS
lifeinpictures: that makes no sense
Mariangie: My sincere apologies
lifeinpictures: controls work just fine
lifeinpictures: it worked fine before I sent it
lifeinpictures: and controls and touch work just fine now
lifeinpictures: you cannot tell me that you guys purposely send items back with a testing operating system, meant for techs and not users
lifeinpictures: at the least, I should be able to get my product in the same state I sent it in
lifeinpictures: not WORSE
Mariangie: I truly apologize again for the inconvenience this may caused, I personally understand your position. I will certainly forward your comments and dissatisfaction about this matter.
lifeinpictures: I don't need you to forward anything, I need you to fix it.
lifeinpictures: you broke it
lifeinpictures: therefore you should fix it
Mariangie: I wish i have other options available, unfortunately the phone cant be put back into normal OS. It seems to have a physical damage that result in internal part not working
Mariangie: techs try to putting the phone into service OS but it is not working
Mariangie: making it not possible to have it repair
Mariangie: and no way to put back on normal mode
lifeinpictures: Mariange, I really doubt you know enough about the testing hammerhead OS to know what you're talking about
Mariangie: My sincere apologies
raul takahashi: an OS is not reliant on physical, operating parts
lifeinpictures: I understand, you feel upset about this
lifeinpictures: I truly apologize again for the inconvenience this represent
lifeinpictures: And again I wish i could have other options to supply you with
lifeinpictures: I'm afraid no other options to provide you with
Mariangie: Sorry Mr. LifeinPictures.
lifeinpictures: this is pretty much against the law Mariange
lifeinpictures: this is like giving you my car to repair a cracked window
lifeinpictures: and you give it back to me with a broken engine, which wasn't broken before
Mariangie: My sincere apologies, Again I wish i could have other options to supply you with, I'm afraid no other options to provide you with.
It took me all evening, but I finally reached a supervisor to resolve (interestingly, it's the exact same supervisor I had escalated to just 2 weeks ago. read below if interested. He immediately accepted the mistake, and finally offered a ship label to get the phone shipped back and fixed.
I have lost complete faith in LG as a company and will do everything I can to avoid them.
Previous history, copied and pasted from Google forum thread about cracked screen:
To quickly recap my history and experience with Nexus 5.
1. Buy Nexus 5.
2. Drop it on carpet from coffee table 2 feet tall, screen completely shattered. 4 months after purchase. (Owned 12 phones in my life, all handled way more abuse)
3. Pay LG $140 to repair.
4. LG sends me refurbished unit, not my original one repaired. I'm ok with this.
5. Buy heavy duty case because apparently this thing is fragile.
6. Lunch in an outside restaurant patio. Sunny day. Table is warm to the touch, but nothing anyone notices or cares about as they eat. I put my phone face down, glass on table. Pick up phone to leave, there is a crack from side to side of the phone. Just great. Can't even handle everyday situations, less severe than a hot car (for example).
7. Crack very soon start expanding to the rest of the phone. Now entire screen cracked.
8. Send to LG for repair, again.*
9. Phone comes back as unrepairable due to "epoxy crack". (B.S. this was less severe than my 1st one and phone is fully functional, electronically and mechanically. Research proves many recent attempts by other Nexus 5 owners sending cracked phones for repair have been denied)
10. Phone comes back worse than it was when sent, with testing factory OS instead of user OS. Unable to update from.
*=Customer service: 4 days go by since LG has possession of my phone. I call to ask for status, rep says "wait until we call your or email you". Next day, I get a UPS notice that phone is being shipped back. I call to find out why, speak to 3 reps, none can tell me anything other than "it's not repairable". 4th call reaches supervisor, who tells me it's due to "damaged electronics". It's a lie, but I give up.
(My theory on these newfound lack of willingness to replace screens:
LG / Google is aware they skimped on glass quality to keep the price low. They made a (decent) business decision to first do "whatever it takes" to keep customers happy and loyal. This includes fixing screens "outside of warranty" (since they know it's impossible for customers to prove a cracked screen is manufacturer fault) for a very reasonable cost of $140 which is close to cost (parts + labor) or potentially at a loss. This keeps the majority of owners at bay. Now, Nexus 6 is on the horizon and the loss or lack of revenue from these Nexus 5 screen repairs has surpassed expectation so they have advised their repair stations to deny them. They've done their part with an acceptable level of damage control and soon everyone will get a Nexus 6, move on, and forget the Nexus 5 was a debacle.)​
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Click to collapse
Good on you for standing up to their B.S. as there's just no excuse for that to happen. We can't argue with their reasoning for not repairing (it's up to them to decide if they want to attempt a repair for $140, after all) but they can't be so lazy/incompetent as to not reload the proper software on there. It would take them what, a couple minutes? Similar to how they're not engaging people's NFC/Qi charger on the back of the phone which should be obvious to techs who's job it is to work with these devices.
Don't forget you can always bring your phone into an independent repair shop, they won't refuse your money though I doubt their attention to detail will be much better than your average LG tech.

remove lg version?
I have the same problem. Is it possible to root this phone and remove the LG flash version and put KitKat on there?

naparama said:
I have the same problem. Is it possible to root this phone and remove the LG flash version and put KitKat on there?
Click to expand...
Click to collapse
Are you the one who contacted me on email?

yes
bitdomo said:
Are you the one who contacted me on email?
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Click to collapse
yes, that was me, thanks.

loop after flash
naparama said:
yes, that was me, thanks.
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Click to collapse
hi, I flashed the stock android after unlocking bootloader, but now it is stuck in a boot loop. I also I noticed that when it flashed, after finishing, it said boot.sig recovery.sig system.sig werent found. when I tried to boot in the safe mode, the little green android man was on his back with a red exclamation point. any thoughts?

No USB Driver > No MTP Mode > No LG Support Tools/Bridge/PC Suite? Support Sucks

No USB Driver > No MTP Mode > No LG Support Tools/Bridge/PC Suite? Support Sucks
I bought this phone from Fido on Black Friday last year. Immediately realized that there wasn't a USB driver for it and the Windows MTP driver in Win 10 does squat. This means that the phone will not be seen by LG Support Tools, Bridge or even the old PC Suite. There is no MTP mode in the settings either. USB Debugging is easy enough to find in the Dev settings, the USB mode status shows up in notifications no issue but MTP is MIA and PTP does not allow the tools to see the phone.
The LG support site has not changed one iota since release of this phone. In fact, LG couldn't even be bothered to post anything beyond the generic info that tells you to download support tools and install the non-existant USB driver. Good Grief! They released it and immediately abandoned it. I called LG as soon as I realized the driver issue and was assured it would be addressed. That was Black Friday and here we are in March and nothing, absolutely nothing. I tried their online chat and after a couple of minutes the service rep left, never to return. I called LG Canada Support and guess what, wonder of wonders I'm transfered to a call centre in the GD Philipines where the rep knew absolutely nothing!
I'm in contact with Fido with every intention of returning this phone. I'm not paying for 2 years for a phone that there seems to be 0 interest in supporting.
If anyone has discovered solutions to these issues by all means let me know but AFAIK there are none.

strifexx said:
I bought this phone from Fido on Black Friday last year. Immediately realized that there wasn't a USB driver for it and the Windows MTP driver in Win 10 does squat. This means that the phone will not be seen by LG Support Tools, Bridge or even the old PC Suite. There is no MTP mode in the settings either. USB Debugging is easy enough to find in the Dev settings, the USB mode status shows up in notifications no issue but MTP is MIA and PTP does not allow the tools to see the phone.
The LG support site has not changed one iota since release of this phone. In fact, LG couldn't even be bothered to post anything beyond the generic info that tells you to download support tools and install the non-existant USB driver. Good Grief! They released it and immediately abandoned it. I called LG as soon as I realized the driver issue and was assured it would be addressed. That was Black Friday and here we are in March and nothing, absolutely nothing. I tried their online chat and after a couple of minutes the service rep left, never to return. I called LG Canada Support and guess what, wonder of wonders I'm transfered to a call centre in the GD Philipines where the rep knew absolutely nothing!
I'm in contact with Fido with every intention of returning this phone. I'm not paying for 2 years for a phone that there seems to be 0 interest in supporting.
If anyone has discovered solutions to these issues by all means let me know but AFAIK there are none.
Click to expand...
Click to collapse
Hi, I have off topic question, did you receive feb security update? Its already March now.

wudifxb said:
Hi, I have off topic question, did you receive feb security update? Its already March now.
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Click to collapse
Nope...Phone shows Jan 1, 2019 as latest security patch date. Honestly I hadn't even looked, I'm so pissed off at LG and this phone. I can't be rid of it soon enough. I was really excited about Android One and gace up wireless charging, more RAM etc and am so disappointed. With only 32Gb and not even being able to reliably get phots on to the SD or apps as it seems the dev option to force install apps doesn't do squat. My 32GB is almost full already and I have a near empty 64GB SD card that I really can't do much with.

strifexx said:
Nope...Phone shows Jan 1, 2019 as latest security patch date. Honestly I hadn't even looked, I'm so pissed off at LG and this phone. I can't be rid of it soon enough. I was really excited about Android One and gace up wireless charging, more RAM etc and am so disappointed. With only 32Gb and not even being able to reliably get phots on to the SD or apps as it seems the dev option to force install apps doesn't do squat. My 32GB is almost full already and I have a near empty 64GB SD card that I really can't do much with.
Click to expand...
Click to collapse
we are on the same boat, but I'm fine with 32 GB. I bought this phone only because pure android experience with monthly security update. LG can't even keep their promise to provide update monthly, disappointed.

wudifxb said:
we are on the same boat, but I'm fine with 32 GB. I bought this phone only because pure android experience with monthly security update. LG can't even keep their promise to provide update monthly, disappointed.
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Click to collapse
Well one way or another I'll be rid of it. Either Fido or LG is going to take this dog back and get me into something else... Monday I have the day off and will be headed to the Fido Store and it will be handled.
What a monumental waste of time!

strifexx said:
Well one way or another I'll be rid of it. Either Fido or LG is going to take this dog back and get me into something else... Monday I have the day off and will be headed to the Fido Store and it will be handled.
What a monumental waste of time!
Click to expand...
Click to collapse
How did it go?

ToddEDM said:
How did it go?
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Click to collapse
So after multiple calls and finally ending up dealing with retention, I am headed in tomorrow (Friday) to trade in the G7 One for a Samsung Galaxy S8. Between the trade-in value of the LG, the goodwill credits I negotiated and finally with a discount I worked out on my monthly, I actually end up ahead of where I would have been had I kept the Lg, from a $$ standpoint for starters. Little older phone but one I am quite familiar with as my wife has one so I know exactly what I am getting and will have no issue with it. The S8 was the phone I was originally going to grab in the first place but I got distracted by a bigger prepaid visa offer and the hype of the One OS. I should have stuck to my guns and avoided the hassle.
According to Versus, the S8 is a better phone anyway. https://versus.com/en/lg-g7-one-vs-samsung-galaxy-s8
I almost forgot to mention, I could have had an S9 instead but would not have gotten the monthly discount on my plan so opeted for the S8 instead. The S8 and 9 are not so far apart that I thought it would be worth it paying the extra.

Wait does this mean you can't even plug it in a pc to transfer files ?

Bl__nk said:
Wait does this mean you can't even plug it in a pc to transfer files ?
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Click to collapse
You are able to do that but thats all you can do. You can't even format the SD card from your PC. No backup tools unless you want to use/buy 3rd party, none of which are any good unless your phone is rooted IMHO anyway. The back-up measure you have, as is, is to you Google drive but even that doesnt wotk properly as if you even think about adjusting prefs for pics the interface locks up forcing you to back out by quitting. It was like that from day 1. LG initially told me they would be releasing drivers/tools forthwith and kept up that charade until just recently when they basically told me that it was Google's fault. Between that and the now completely MIA seurity updates enough was enough..
Didnt even bother to mention the lackluster performance as well. Both CSR2 Racing and Asphalt 9 were unable to run at full spec without them having issues. Pretty sad for what was supposed to be a flagship phone.
A tiny delay for me but this morning I am on my way to the FIDO store to rid myself of this POS and get a Galaxy S8 in its place.

strifexx said:
You are able to do that but thats all you can do. You can't even format the SD card from your PC. No backup tools unless you want to use/buy 3rd party, none of which are any good unless your phone is rooted IMHO anyway. The back-up measure you have, as is, is to you Google drive but even that doesnt wotk properly as if you even think about adjusting prefs for pics the interface locks up forcing you to back out by quitting. It was like that from day 1. LG initially told me they would be releasing drivers/tools forthwith and kept up that charade until just recently when they basically told me that it was Google's fault. Between that and the now completely MIA seurity updates enough was enough..
Didnt even bother to mention the lackluster performance as well. Both CSR2 Racing and Asphalt 9 were unable to run at full spec without them having issues. Pretty sad for what was supposed to be a flagship phone.
A tiny delay for me but this morning I am on my way to the FIDO store to rid myself of this POS and get a Galaxy S8 in its place.
Click to expand...
Click to collapse
Thank you for the reply, this phone was on my go to list after my 6p dies but not sure anymore, it seems all the models offered to me aren't rootable and won't ever be, I am sad. This phone had sd card headphone jack and notification light, but no root is a real big deal. Lets hope my 6p hangs on for long while.

Bl__nk said:
Thank you for the reply, this phone was on my go to list after my 6p dies but not sure anymore, it seems all the models offered to me aren't rootable and won't ever be, I am sad. This phone had sd card headphone jack and notification light, but no root is a real big deal. Lets hope my 6p hangs on for long while.
Click to expand...
Click to collapse
And security updates are non-existent... still on January

just tested out the usb connection on my linux machine - it shows up in the file explorer as an MTP device, and when running lsusb from a command line i get this: Bus 001 Device 004: ID 1004:631c LG Electronics, Inc. G2/Optimus Android Phone [MTP mode]
pretty messed up but pretty typical LG to not have a proper full function driver, i really get the impression that they don't care about their mobile phone division at all... i mean, the usb cable that came in the box won't even do 18w charging, i had to grab a heavier gauge monoprice one before my inline voltage tester would show above 12w... like, they saved a few cents per unit skimping on a cable? wow lol, classy company!

timn_13 said:
just tested out the usb connection on my linux machine - it shows up in the file explorer as an MTP device, and when running lsusb from a command line i get this: Bus 001 Device 004: ID 1004:631c LG Electronics, Inc. G2/Optimus Android Phone [MTP mode]
pretty messed up but pretty typical LG to not have a proper full function driver, i really get the impression that they don't care about their mobile phone division at all... i mean, the usb cable that came in the box won't even do 18w charging, i had to grab a heavier gauge monoprice one before my inline voltage tester would show above 12w... like, they saved a few cents per unit skimping on a cable? wow lol, classy company!
Click to expand...
Click to collapse
I got mine on Black Friday from Fido. It went back to Fido last week. It was a bit of a chore/fight but they took it back and I walked out of the store with a Galaxy S8 as a straight swap and even managed to get a 25% loyalty credit applied to my monthly, for all the hassle. That's saying something as I was on a grandfathered medium plan that not only no longer exists but that was already dirt cheap. It took dealing with retentions first and then the office of the president, at Fido, but in the end they treated me what i feel was quite fairly under the circumstances.
The Galaxy S8 btw completely walks all over the G7 One performance wise. making the LG experience even more of a disappointment.