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Just chatted again with Samsung Support and there is no additional update coming out to fix the GPS. Anyone wanting to jump ship waiting for a fix, can jump now.
here is my chat log...
Please wait for a Samsung Agent to respond.
You are now chatting with 'Alice '
Visitor: hello alice
Alice : Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Visitor: I had chatted with support last week about the over the air update to my captivate phone via att.
Visitor: the samsung rep told me not to do it
Visitor: which i did not.
Visitor: I did notice that a Kies mini application is now listed on your website
Visitor: should i install that? will that give me the update to my captivate phone?
Alice : Yes, that's correct.
Visitor: I understand from my previous chat session that a gps update was coming
Visitor: before the end of september
Visitor: is the update from this Kies mini program that update? or something else?
Alice : The update was for the firmware and to fix the GPS issue as well.
Alice : I'm sorry, the update is not for Kies.
Visitor: I was told that the update, wasn't the gps update
Visitor: and it wasn't ready yet, and that when it would be ready it would be on the samsung website
Alice : I'm sorry for the mis-communication.
Visitor: after speaking with my friend who applied the update, he said his gps didn't get any better
Alice : The update was for the firmware which also enhances and fixes the GPS issue.
Visitor: is the over the air update the same as the one from the Kies mini?
Visitor: so is it fair to say, that this is "the update" and no other ones are coming out to fix the gps issue?
Alice : No, the firmware only updates the connectivity name from Samsung Kies to Kies.
Visitor: i do not understand your last reply
Visitor: once i load the mini kies software, it will push out an update with the last letters JH7
Alice : I understand your concern.
Visitor: this firmware or fix is the one to fully address the gps issue?
Alice : Yes, that's correct.
Visitor: there are no other updates coming out before end of september?
Visitor: so i am to expect the next update will be android 2.2 operating system?
Alice : Please click on the link given below to access the article with instructions to update the handset:
Alice : http://ars.samsung.com/customer/usa...ID=2&PROD_SUB_ID=557&PROD_ID=558&AT_ID=339171
Alice : The Update is not for Android 2.2.
Alice : In the future, the device should be upgradeable to Android Froyo 2.2.
Alice : Important Notice: Samsung Customer Care has no knowledge of when/if a release will be made available prior to official release.
Visitor: what i am trying to get at.. is there any other gps fixes or updates coming out to make the gps respond better
Visitor: i think there maybe an issue with my phone because i am unable to check for a software update
Visitor: it says it can't connect to att servers
Alice : The link provided is to update the handset and if the fix for GPS issue.
Alice : In this regard, I suggest you try updating the handset after a while as the network to update is now al a maximum load and may take some time.
Visitor: i read the article
Visitor: and it does not say there is a gps fix or update in it
Visitor: sorry
Visitor: see it now
Visitor: ok will try kies mini route.
Visitor: if my gps is still not working properly what do you suggest?
Visitor: a replacement?
Alice : Typically Samsung warranty covers repair only, unfortunately I do not have the authority to offer any exchanges at this time. If you would like to only discuss an exchange at this time, I can recommend that you contact our Voice support at 1-888-987-4357, Mon-Fri: 7 AM - 9 PM (CST), Sat: 9 AM - 6 PM (CST).
Visitor: I of course have to try the update first...
Visitor: but in your opinon, should i request an exchange if it does not work?
Alice : If you experience any issue after updating the handset, please call the above provided phone support for the options available according to the situation.
Visitor: ok thanks for your help
Samsung supports are typically clue less. Don't take their words for anything. For all I care, you might just chatted with a bot.
great bot! check out the link the bot sent me... clearly it says gps update.
Krad said:
great bot! check out the link the bot sent me... clearly it says gps update.
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Yes, that's what the info they got. Remember Samsung publically said the same thing when JH7 is first released. Support CSRs are the last person to know any upcoming updates. That shows how bad Samsung support really are.
Great, Samsuck totally screwed us with this
I'll give Samsung/ATT until the end of September to get an actual GPS fix out, like they said they would.
I have already called AT&T about the issue and they are prepared to give me another phone of my choice if I decide to send it back to them.
Otherwise, I will probably sell it and go back to a Nexus One or maybe attempt to get a Telus Desire. I think it has the ATT 3G bands.
Alice seems to frequent these forums from Samsung chat logs. She never seems to know whats going on either.
I just went up through the ranks of Samsung customer support right before posting this. Chat first, won't waste your time posting it here as it has already wasted enough of my time. Second, phone call to "tier 2" support, had me do a battery pull and restart, obviously a waste of time, got transferred to "tier 3" support, apparently the highest level of support and where I was really trying to get anyway. Had me go into settings and turn on "wireless networks", yet another complete waste of time. However, I wasn't looking for him to fix it over the phone, I only wanted information.
Believe me when I tell you I held his feet to the fire looking for some information on whether or not there was ANY information or ANY update coming out AFTER the JH7 OTA update. He assured me there was no information on any other update in the pipe other than JH7 which had obviously already been released. I did get him to divulge that they have had "a few" other calls from people who's GPS was still not working even after the update and that the calls that had come in so far were only for the samsung captivate and that they hadn't had any other calls in regards to the other Galaxy S phones on the other carriers which seems suspect to me since to the best of my knowledge, all the other Galaxy S phones share the same GPS problems. He said all he could do was take down my information and pass it on to "research and development". I even tried to get him to transfer me to research and development to no avail.
In the end, the only recourse I had was to mail a letter to "Customer Relations" or some such thing in Texas explaining my situation. I really believe that the only thing I took from the conversation that was of any real use is that the only way they are going to do anything about the problem is if they get enough people calling and complaining about it.
Do yourself and all of us a favor and call in to voice your concern with getting the problem fixed. It only takes a couple of minutes and maybe someone will be able to get more information than I was able to. 1-888-987-4357. Sorry I don't have better news to report.
topshelf95 said:
.... thing in Texas explaining my ....
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What city, I might drive there
From a phone on an app
samsungs crappy support ftw!
Another post about an uninformed service rep - taken as gospel.
I really wish all the people that posted and believed this stuff would actually jump ship - then the forums would have less junky alarmist posts.
I have to say, that was somewhat painful to read. You pretty much railroaded her. You kept making multiple unrelated statements and mixing them with multiple questions before giving her a chance to respond. I don't feel like you could learn anything that way.
k2snowboards88 said:
I have to say, that was somewhat painful to read. You petty much railroaded her. You kept making multiple unrelated statements and mixing them with multiple questions before giving her a chance to respond. I don't feel like you could learn anything that way.
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Good point, it was really hard to read that. It may be an automated bot it may not be, but the questions were so all over the place that it was impossible to tell what was going on.
Again, if this was a person making matter of fact statements - it is not someone in the know. It is just a 1st or 2nd level tech support person and they never know what is really happening in the dev world.
I didn't think there would be such a backlash against me about this thread. I was trying to be helpful and let others know that according to support, there isn't another update for GPS.
If you want to believe it is a robot, or canned, or some dumbass they put on the chats is your right. But my bubble has been burst and I don't think another fix is coming.
My strategy was to try and see if Alice would slip and let me know if there was a gps update coming out. She did not falter.
I would love to be proven wrong and would love to see the magic bullet gps fix, but i have zero hopes of that now.
The gps is big for me, but the rest of the phone is great.
I think everyone can agree this was a debacle for Samsung, and my next phone will probably be an HTC.
I will also keep most things to myself as well because clearly they are unhelpful in this forum.
We all know there is Froyo update that will be coming in a month or two. Samsung has the time to tweak the GPS more or even fix it in Froyo build.
But I don't think there is any Eclair 2.1 GPS fix in the works. All indications are Samsung has decided to move on.
Nothing personal against OP but I personally will not trust anything Samsung support said over the phone or in a chat session. Have been there many many times before.
Today a Samsung rep told me the sky would be falling...
Okay all jokes aside and as someone who has worked support before, reps are bottom feeders. They do not know anything about their company, their companies mission, or current development/progress. They are given a task, and their task is to find a way to keep you from calling in again while making sure that you buy a product from them in the future.
From the responses, she is not a bot. Thinking it is a bot is just silly, however, this does look scripted. Likely samsung is using India, the phillipines, etc.
If you allow this interaction to shape your feelings about your phone, I would like to question your intelligence. You're going to get this from any company. The grass isn't any greener on the other side.
Don't expect better from htc. The evo was capped at 30 fps. All the reps told anyone who asked that this would be unfixable in software because it was a hardware cap. They stuck to their story until a few days ago, when they removed the cap in software. That's not an isolated incident either. I remember when they sold phones with great gpus and advertised that fact. They didn't actually have drivers for it in the phone, so the gpu just say there inert. They never fixed that. Htc regularly lies to their customers, just like samsung.
foxbat121 said:
We all know there is Froyo update that will be coming in a month or two. Samsung has the time to tweak the GPS more or even fix it in Froyo build.
But I don't think there is any Eclair 2.1 GPS fix in the works. All indications are Samsung has decided to move on.
Nothing personal against OP but I personally will not trust anything Samsung support said over the phone or in a chat session. Have been there many many times before.
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I'm curious as to how you "know" a Froyo update is coming in a month or two? AT&T has never once officially committed to releasing a 2.2 update. The only thing that's been official is that the I-9000 was supposed to get 2.2 by the end of september, and now that's slipped back to some time in October, probably the end of the month. Samsung has to get any updates approved by AT&T. Maybe I'm missing something, but I have not seen one official word from AT&T concerning this, just speculation on top of conjecture from people on here "in the know"...
Alice and Kies-Min
I'm in the USA so technically according to *Alice* with which I also chatted online, Kies is not supported. (of course that person provided the link to Kies Mini anyways) I was clearly told this is the JH7 update which WILL fix the GPS. From other forums I have read I will lose PC/Internet (tethering). Alice indicated yes, I'd lose that then.. oh wait, no I wouldn't.. it'd be a choice I could chose. So I downloaded and installed KiesM. I connected my phone and no surprise it didn't recognize it. I rebooted the phone. I am rooted, 1click lag fix and att bloatware removed. The KiesM found my phone and said it was unregistered and would not allow me to update it. I then closed the app and opened up normal Kies. It found there was a new version of Kies (assumed it included the JH7 update) and it downloaded etc. It also said it could update my firmware. When i attempted I get an error showing my pda, phone and software versions and states (while none are jh7) that it could not be updated. I also have tried the over the air option and continue to get no updates available. So, I can't even get this (what about half say sucks other half love) update even if I wanted to. Pretty disappointing. I really do love this phone EXCEPT that it doesnt connect to my alpine ida-x001 which I have scoured forums everywhere to see why the usb continually connects and disconnects and this second issue, poor, terrible GPS functionality. Last night was the first time I actually needed it but fortunately I can read a map and street signs fairly well and didnt need the locator beacon, just the actual address. Point of my long post, if you know how to get the update via kies let me know. If you know that it being rooted and ATT's bloatware will prevent it from installing, respond to let me know and I can try the update. I'm not opposed to it... however reluctant i am according to the negative posts..
derek4484 said:
I'm curious as to how you "know" a Froyo update is coming in a month or two? AT&T has never once officially committed to releasing a 2.2 update. The only thing that's been official is that the I-9000 was supposed to get 2.2 by the end of september, and now that's slipped back to some time in October, probably the end of the month. Samsung has to get any updates approved by AT&T. Maybe I'm missing something, but I have not seen one official word from AT&T concerning this, just speculation on top of conjecture from people on here "in the know"...
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In the US Galaxy S release party, Samsung publically promised Froyo 2.2 for all US Galaxy S variants. AT&T didn't say otherwise. So, we will take the Samsung's PR or marketing's words for granted.
Just thought I would pass this along. From a chat I had today.
General Info
Chat start time Dec 31, 2010 2:15:14 PM EST
Chat end time Dec 31, 2010 2:36:20 PM EST
Duration (actual chatting time) 00:21:06
Operator Sylvester
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Sylvester'
Sylvester: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Visitor: When will the Captivate be getting Froyo? Why doesn't Media Hub work yet?
Sylvester: I understand that you want to know when will Froyo be available for your phone, am I correct?
Visitor: Yes. Does the phone have to have Froyo for Media Hub to work?
Sylvester: I am sorry, but we are unable to speculate when/if this software revision might be available due to the fact that this might lead to inaccurate information and confusion
Sylvester: However, media hub is a different application and is not related to the Froyo update.
Visitor: Is this your response or the "Canned" response put out by Samsuing? Are you saying that it may not ever be available for the Captivate?
Visitor: How do you get Media Hub to work?
Sylvester: It is not a canned response, you will get the update very soon.
Visitor: Which update? Media Hub or Froyo?
Sylvester: Media Hub is only available for the Galaxy Tab and the Epic phone.
Sylvester: The Froyo update.
Visitor: One of the reasons I got this phone was for Media Hub. Samsung represented that is was feature of the phone.
Sylvester: I can understand your concern, but there will be an update very soon for your phone for both Froyo and the Media Hub.
Sylvester: Not to rush you , are we still connected?
Visitor: Can you speculate as to how soon? WIll it be over the air or a Kies update? I have not been able to get Kies to see my phone.
Visitor: Will the update come from Samsung or AT&T?
Sylvester: It will be an over the air update and it will be posted on our website in the Samsung Download Center
Sylvester: It will be from the Samsung and the Froyo update is provided by both.
Visitor: Do you have any idea of how soon we should see it?
Sylvester: I can not speculate the estimated time of approval, but i can assure it will be in the next few days.
Visitor: So I am to understand that it has not been approved yet? If so, how can it be coming out in the next few days? A few days sounds like less than a week!
Visitor: Approved by Samsung or AT&T?
Sylvester: I can assure that it will be released soon because the update has been released fo rthe Samsung intercept phone and it was successfull.
Visitor: What about the indefinite postponement of the Vibrant update? Will that have any effect on the Captivate update
Visitor: Soon is very vague. Will it be in a few days or soon?
Sylvester: It will definitely be in the next few days for sure.
Visitor: Thanks for your help. I look forward to the update.
Sylvester: You are welcome and wish you a very "Happy New Year."
Visitor: You too!
Sylvester: Thanks.
Sylvester: It was a pleasure assisting you. Thank you for contacting Samsung Technical Support. If you have a minute, please click on the blue “X close” button to receive a transcript of your chat and fill out a brief survey to help us serve you better. Have a wonderful day!
info: Chat session has been terminated by the Samsung Agent.
Thanks for sharing but unfortunately the wait is stil on indefinite.
Sent from my SAMSUNG-SGH-I897 using XDA App
I forgot to mention, I don't beleive him!
LBCaptivate said:
I forgot to mention, I don't beleive him!
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Did you post this over at the AT&T wireless forum, or did you just copy and paste this from the AT&T wireless forum?
http://forums.wireless.att.com/t5/S...-Captivate-or-in-general/td-p/1992573/page/18
I posted there too! Different screen name from my old smart phone days.
Come on man...do we really need another BS thread about when Froyo will be official? Use the media hub from the Epic. These threads are pointless.
flashman2002 said:
Come on man...do we really need another BS thread about when Froyo will be official? Use the media hub from the Epic. These threads are pointless.
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It may be pointless to you but others may or may not find it usefull.
LBCaptivate said:
It may be pointless to you but others may or may not find it usefull.
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Considering how many of these threads that are posted with no information of value i would highly doubt most users find these threads useful. Your chat has no info at all that clarifies the froyo issue. So what is useful when you chat with a rep giving standard and or bs answers to keep you happy.
This is my captivate. There are many like it buy this one is mine.
i for one, do appreciate OP for the info.
xiaoali said:
Samsung & AT&T will release it whenever they damn well please. Samsung twitter & facebook are filled with unhappy posts.. and they still go unheeded.
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The real thing that should be advertised is the way that ATT & Samsung are doing to their U.S. customers. Facebook & Twitter is overwhelmed by 2.2 froyo requests and yet they go unanswered.
I have gone through this thread and cleaned up the off-topic posts. A reminder that members have two options when visiting a thread:
Option 1
Responding with helpful and constructive information as opposed to "use the search", "try Google", etc.
Option 2
Move on. There is absolutely no reason to respond in a rude tone or to make someone feel stupid ... it is not constructive and serves no purpose.
There seems to be a significant amount of animosity in Android-related forums. I'm not certain as to why this is, nor do I want to hear any reason for justification; what I do know is that it is unacceptable.
XDA is about bringing together folks who have similar passions about mobile technology. As the forum is accessed worldwide, you will encounter all types of folks from different walks of life; some of these folks will be extremely technical, others not. In all cases, it is the responsibility of all members to remain respectful of one another. We all have different opinions, we do not all have the same level of knowledge, and some folks are looking to feel like they are learning while trying to contribute.
Thread closed.
In this exact moment I am looking at the Samsung product information page (new subscriber, can't post a direct URL...)
www <dot> samsung <dot> com <slash> us <slash> mobile <slash> cell-phones <slash> SGH-I897ZKAATT
The text that appears on that page is as follows:
"Powered by the latest Android platform(and upgradeable to 2.2)..."
1) The Captivate is not powered by the latest Android platform.
2) The Captivate is not upgradeable to 2.2 because Samsung is refusing to release the update.
A formal complaint has been registered with the FTC regarding the false advertising that is displayed on the Samsung corporate site.
ldsskier said:
A formal complaint has been registered with the FTC regarding the false advertising that is displayed on the Samsung corporate site.
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Heh, nice. Should probably hit the BBB too.
I don't get the issue here. It has the latest Android Platform.
Well, the latest if you're talking about June.
Filed a complaint with the BBB before I filed with the FTC actually...
The complaint should be with ATT and not samsung as far as froyo goes considering that not only was it leaked late last year but its also been released officially with every major carrier outside the USA.
This Captivate is being advertised by Samsung as upgradeable, even though they know that the phone is not at this time (ever?). Samsung has released the updates directly for the other models of the Galaxy S but is refusing to do so with this phone. The other day they briefly had a link for the update on their website then took it down.
You are wrong good sir. samsung has released the software. It is att who is at fault here we are in. think the last galaxy s phone to receive three update. So it its slightly misleading advertisement but not false
Sent from my SGH-I897 using XDA App
It is upgradeable (custom roms). Granted upgrading it technically voids your warranty.
Has anyone tried the Samsung Mini-Kies Update yet? I don't feel like flashing back to stock >.<
ldsskier said:
Filed a complaint with the BBB before I filed with the FTC actually...
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The BBB is a joke. They have no authority and no influence, really. I've filed complaints with them in the past, and all they can do is refuse to give a company a good BBB rating.
Good luck with your complaints. I doubt the BBB or FCC (especially the FCC) will find anything worth investigating...
kumo21 said:
Has anyone tried the Samsung Mini-Kies Update yet? I don't feel like flashing back to stock >.<
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You mean the Kies Mini that says I have the latest update installed (10/09/10)? Nope, haven't tried it.
ldsskier said:
In this exact moment I am looking at the Samsung product information page (new subscriber, can't post a direct URL...)
www <dot> samsung <dot> com <slash> us <slash> mobile <slash> cell-phones <slash> SGH-I897ZKAATT
The text that appears on that page is as follows:
"Powered by the latest Android platform(and upgradeable to 2.2)..."
1) The Captivate is not powered by the latest Android platform.
2) The Captivate is not upgradeable to 2.2 because Samsung is refusing to release the update.
A formal complaint has been registered with the FTC regarding the false advertising that is displayed on the Samsung corporate site.
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Click to collapse
Why do you waste time with stupid threads?
At the top it says in bold " Galaxy S with Android 2.1 OS" there is nothing misleading....
More trolling. Mods let's lock this puppy.
Not the FCC, the FTC - Federal Trade Commission.
I sent an email to Samsung support yesterday about the erratic behavior of push (sometimes works, usually doesn't). I'm surprised to have gotten a response so quickly, but more surprised at the response itself.
Thank you for contacting Samsung Telecommunications America.
We do understand your concern.
We should inform you that the Push email service is not available in Samsung devices as of now. However, should this service become available, it will be posted on Samsung website. We apologize for the inconvenience this may have caused.
Should you have more questions regarding your Samsung Mobile Phone, you can also reach out to our chat support team by accessing the following link. Live Chat is available 24 hours a day 7 days a week. Have a wonderful day!
Link: http://www.samsung.com/us/support/contact
Thank you for your continued interest in Samsung products.
Sincerely,
Aaron
Technical Support
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I can't even tell if this is supposed to mean:
"It's broken, but we're working on it."
"It's not supported and don't expect it."
"My name is Aaron and I don't know what push email is..."
I'm going to go with -----
"My name is Aaron and I don't know what push email is..."
Last fall, researchers at cybersecurity firm NowSecure found a bug in most Samsung smartphones that could allow hackers to spy on users.
In March, Samsung told NowSecure it had sent a fix to wireless carriers that they could distribute to users. It asked NowSecure to wait three months before going public.
Last week, the researchers bought two new Samsung Galaxy S6’s from Verizon VZ +0.89% Wireless and Sprint S +0.43%. They found both were still vulnerable to the security hole, which involves how the phone accepts data when updating keyboard software.
NowSecure CEO Andrew Hoog shared his version of events with The Wall Street Journal as his company prepared to release its research Tuesday. The story helps illuminate why hacking is so hard to stamp out.
That’s particularly true in smartphones, with its diffuse system of device makers, software programmers and network operators. Things likely are only to get worse as Americans connect their thermostats, door locks and cars to the Internet and face the need to update their software.
Samsung, Sprint and Verizon didn’t immediately respond to requests for comment Monday.
NowSecure’s Ryan Welton was scheduled to present his findings on the bug at a Black Hat mobile security conference in London on Tuesday.
The flaw shows how hackers can take advantage of software updates for nefarious purposes. In this case, Welton found he could hijack the process of updating one of the virtual keyboards Samsung installs on many Android smartphones. From there, he could eavesdrop on phone conversations, rummage through text messages and contacts, or turn on the microphone to capture audio.
That was possible, Hoog said, because Samsung didn’t encrypt the update process.
NowSecure’s story also offers a glimpse of the behind-the-scenes talks that often occur when a security company finds flaws in consumer software used by millions. The security firms generally give software makers time to fix the bug before going public.
In this case, NowSecure said it contacted Samsung in November 2014. On Dec. 16, Samsung asked for more time, Hoog said. On Dec. 31, it asked for a year to fix it, he said.
Hoog thought that was too long, reasoning that if his researchers found the bug, hackers would too.
The companies went back and forth until March, when Samsung said it had crafted a patch and had sent it to wireless carriers. They agreed the bug could be made public in about three months.
“We had some heartburn” over the delay, Hoog said. He said he does not know of any incidents where hackers exploited the flaw.
It was then up to the carriers to push users to download updates. That doesn’t always happen, or a user, running an old phone, may not bother.
NowSecure says it is yet to find a patched phone as of this week. Though “we still have to go to a T-Mobile TMUS -0.28% store,” Hoog said
Source : NowSecure, WSJ, BlackHat
I am guessing this is referencing the same exploit being discussed in the arstechnica website?
New exploit turns Samsung Galaxy phones into remote bugging devices
If so does freezing/uninstalling Samsung Keyboard 4.0 in Titanium backup be an effective stop gap measure considering I rarely use the default Samsung keyboard?
the problem samsung have a fix for this BUG but i dont know why samsung dont give this fix in an update are beter and the problem are fixed now perhaps wait to launche it with an M update ??? or an L 5.1 ?