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Samsung has released an imei range for the problematic random shut down phones. If the last 4 numbers of your imei is lower than 5394 then your phone will have the shutdown problem eventually. SAMSUNG has found that all captivates manufactured before November 6th 2010 have this defect. This press release was published on Dec 20th
ID: myc_spt_iss_wid_sam_189047
Date Published: December 20, 2010
Manufacturer(s): Samsung
Model(s): i897 (Captivate)
Issue Type: Informational
Issue Summary
AT&T and Samsung are working together on a power off issue on the Samsung i897 Captivate. There is a small group of Samsung i897 Captivate devices which may experience power off when in standby mode. All devices manufactured after November 6, 2010 should not have this issue. Most customers are not expected to see an issue, however the following IMEI range could potentially have the issue and AT&T and Samsung want to ensure these customers have the best possible experience and quickly address customer care inquiries should they arise:
IMEIs manufactured before November 6, 2010: 352982040855394 or lower - 5393, 5392, etc.
If customers reports that their device is powering off when in standby mode please assist them with exchanging their device.
SKU: 65187
Critical Must Know/Must Do
Customer/Embedded Base: If a customer has the power off issue when in standby mode please exchange their device. Customers with the launch software version i897UCJF6 are more apt to have the standby power off issue. Meanwhile customers that have devices manufactured after November 6, 2010 should have software version i897UCJH7 which fixes the Power Cycling related to SW issues.
Existing Product: All devices that were manufactured before November 6, 2010 have the potential to be affected.
New Product: Devices manufactured after November 6, 2010 should not experience this issue.
Distribution Center: No action necessary.
Channel Instructions
Company Owned Retail: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
Dealers: No action necessary.
National Retail: No action necessary.
Direct Fulfillment: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
Customer Returns and Exchanges: Standard under 30-day returns are in effect for this issue.
Accountability/Responsibility
Distribution Centers: No action necessary.
Channels/Markets: Adhere to Standard Operating Procedures.
Returns Processing Center: Adhere to Standard Returns Processes.
Supply Chain: Please send questions or comments to SCM Product Advisory.
**If your Captivate has already been exchanged at your local device support center ignore the last 4 digits as the units the device support center gives you in exchange are not known to have this defect**
Well, having purchased my phone on launch day, I know it falls into that IMEI range. I wonder if this would make getting a replacement any easier?
Where'd you find this?
polarbee said:
Well, having purchased my phone on launch day, I know it falls into that IMEI range. I wonder if this would make getting a replacement any easier?
Where'd you find this?
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Click to collapse
I bought mine the day after, but I believe that not all phones before November 30 have the defect, just that SOME phones have it
Thanks! I'm in the 77xx, so that's one less thing to worry about!
nbs11 said:
I bought mine the day after, but I believe that not all phones before November 30 have the defect, just that SOME phones have it
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Oh mine has it but I've mostly been ignoring it because it doesn't happen very often. It's just enough though that if this press release made getting a new (not refurbished) unit easier, I would seriously consider it.
For sure, I got mine in the first week. I have only had troubles with some of the custom roms. And if JH7 "fixes the Power Cycling related to SW issues" then AT&T can use that as an excuse regardless of what this says.
I bought mine on launch day, and so far have never had the problem, my imei falls into the range.
I see an oden to stock and new captivate in my future. I too was holding off, happens maybe once a week. If this if an internal memo, please upload copy of it with parts that name you blacked out.
From a phone
Hmm, mine is much lower (3522) and I get shut down issues.
I guess it's the same thing for the Canadian version... on rogers. My IMEI is also in the affected range... and I do have that random shutdown.
quite annoying... I will go to futureshop ask for an exchange... only 14 days usage!
My first phone was purchased from Amazon around the week of Nov. 20. It had 1009 production batch and JH7 firmware. It got the power off issue. Amazon exchanged me with an earlier production, 1008) and came with the CF6 software. I had to use mini kies to update it. So far (one week), it hasn't had that issue. So, it does seem that the issue happens to some, but not all phones.
Mine starts with 3518xxxxxxxx... I've had 1 maybe 2 shutdowns in 5 months I've had this replacement device... I wonder if I should take my chances with another warranty replacement.
Wow. Mine is really down there at 1093. I've never had an issue with the random shut downs. I will get soft resets after messing with the lbstest app and sometimes it won't unlock completely (lock screen freezes as I swipe).
Bought mine on launch day and I've had a few random shutdowns. How much of a pain is the warranty replacement? Will I have a chance of getting a phone with working gps??
scrubinator said:
Bought mine on launch day and I've had a few random shutdowns. How much of a pain is the warranty replacement? Will I have a chance of getting a phone with working gps??
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Click to collapse
No (and for the optimistic, "probably not").
What is the usual turnaround time by going through Samsung for a replacement? I bought my phone on eBay recently after the launch date so I can't go to AT&T.
Mine is 3541xxxxxxxx; which is much later... should that mean I won't get the shut downs?
And am I understand this correctly? It's a software issue?
(is using Captivate Alive ...)
LOL mine is 35186304XXXXXX and I have not had a single problem this is the third captivate I had and this one was the one I got back from a warranty Exchange. The first Captivate I had on July 30 shut down a few times. The second Captivate I got on August 20 shut down 10+ times a day.
Now I am fine on this one been through 4 roms as well
Mine starts with 351 ends with 1622. Bought in the end of october. Haven't had a single issue yet. Flash roms constantly lol.
So does this mean we can get a new phone or will it still be a refurbished phone? Should we contact Samsung, the AT&T store we got our phones from or an AT&T device support and service center?
Hypothetical Question:
What do you think will happen to any store return units?
If a company bought a pallet of store returns and opened all the boxes and ran functional tests on all the units, ran the screen calibration and completed the newest OTA install, tested the cable, power supply, and SD card partition and put the unit and all the documentation back in the box and shrink wrapped the box all back to stock and like brand new, how much do you think the "UNIT" should sell for?
What would you call such a unit:
New tested open stock.
Like new tested open stock.
Open stock.
Return tested factory reset?
Reconditioned?
Or would you call it something else?
Would the unit have extra value if you knew it had been burned in, tested, and updated to latest factory specs.?
Do you think the factory warranty would still apply?
What kind of return policy would be fair?
10 days and purchaser pays return shipping?
10 days and purchaser pays return shipping and 15% restocking fee?
Notice this is Hypothetical and I did not mention any brand in particular.
Thank you for reading this, thank you for your opinion/input.
I'm wondering something.
I RMA'd my dock last thursday. I sent it via USPS priority. They told me that it would arrive by Monday.
I've checked the online form from Asus where you put in your RMA number and it just keeps saying that the unit hasn't been receieved.
Has anyone had experience with this system? Is it typical that it's not accurate?
I had the same here in the UK so i emailed asus and they assured me it was just the site being slow to update. Then I checked the next day and it had changed to ready to be shipped. If you're worried about it, it could be worth a quick email to allay any fears.
thanks,
I thought as much.
While I was waiting I checked my USPS delivery confirmation and it was actually delivered Monday (2 days ago) so the site is pretty worthless as a status updater
Amazing.
I just called ASUS and asked them what the status was....they checked and said it wasn't received yet! (Do they use the same tool that I do to check??)
So he asked me for my tracking number; I gave it to him....he said that he'd check with the post office!! Lol....
I told him that there was no need; the delivery confirmation said that it HAD been delivered Monday...I was just wondering if he had any ADDITIONAL info that I couldn't get....
he said "...well I'd advise you to check back between 24 and 48 hours to see if possibly it's been entered into the system yet..."
That was no help at all....
Webpage worked 2/3rds of the time
The first time I sent my tablet in (bad power switch) I set the RMA up via e-mail. The RMA status started updating the day after the unit was received. I had to send the tablet back after repair because the WiFi wasn't working when I received it. In that case I had called and the RMA was setup over the phone. The RMA status webpage never recognzied my RMA number; however, when I called the person I talked to was able to give me the status of the unit.
I sent my B4 dock in for RMA Saturday and it was received yesterday. The RMA status today showed it was being repaired.
Henry
Hmmm....I hope this isn't a bad sign then, that mine is not updating. Both of mine were phone setups and the guy on the phone was clueless...
If it comes back in a reasonable amount of time..and with no corner crushing dings....I'll be happy.
I sent my dock in for repair, and the web site was pretty accurate. Tracking shows they got it two days after sending, next day the web site showed they had received and it was being repaired. Next day got an email saying it had been shipped, had it 2 days later. Not bad sent it in for repairs and have it back a week later.
I was shipping to the US, Texas facility.
Interesting.
After being on the phone again with an ASUS tech and asking him to elevate my complaint (that the website shows they didn't have my unit when clearly they did) magically the status now is: repairing.
I hope that my TF itself goes as smooth...
It was delivered this morning but the web site still says "no unit received" or whatever it was.
Hmmm...
Now that I've escalated this issue....both unit; dock and TF show "repairing"....
it's sad that I had to make a phone call and do that to just get a simple status on my repair.
Now I only hope that they come back to me unscathed....
Google it for more info. I only found out cos my battery has swollen and it now dies after 20mins use . Noticed deteriation about a week ago. Looks like manynphones affected
Sent from my GT-I9505 using XDA Premium 4 mobile app
YES ! Noticed the new. "Galaxy S4 battery woes 'limited', offers free batteries".
The South Korean company also say: "We ask all affected customers to please visit their nearest Samsung Electronics service centre, where they can receive a replacement battery for free of charge."
And where are they exactly?
Samsung is known for crappy batteries.
Sent from my GT-N7105 using xda app-developers app
On Google I only find recall for Germany and other European countries.
Does anyone know if any other countries are effected? Maybe Australia?
Thanks
Sent from my GT-I9505 using xda app-developers app
ranger4740 said:
On Google I only find recall for Germany and other European countries.
Does anyone know if any other countries are effected? Maybe Australia?
Thanks
Sent from my GT-I9505 using xda app-developers app
Click to expand...
Click to collapse
The issue seems to be limited to batteries with serial numbers beginning with "BD", easy enough for people to check if they're affected.
Also, I've seen no mention of a recall on the batteries? Do you have a link to this, OP?
Dan1909 said:
The issue seems to be limited to batteries with serial numbers beginning with "BD", easy enough for people to check if they're affected.
Also, I've seen no mention of a recall on the batteries? Do you have a link to this, OP?
Click to expand...
Click to collapse
my battery begins with BD, and doesnt last a day
a link would be nice
wifiuk said:
my battery begins with BD, and doesnt last a day
a link would be nice
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Click to collapse
A link to what, sorry?
All the information I posted is from the discussion threads on this forum. It's in there that it is only people who have the BD batteries having the issue. Any information I posted about what happens with the fault is from when my battery went through it .
Yeah mine's BD as well and it barely holds a day... Should I look for a replace?
Crembo said:
Yeah mine's BD as well and it barely holds a day... Should I look for a replace?
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Take a look at the battery, if it's swollen (even slightly so) that's a fairly good sign that it's having issues. As far as we know it's only BD batteries that are affected, but that doesn't mean that ALL BD batteries are.
There's other symptoms that come with the battery failing as well:
Generally bad battery life (much worse than previously used to)
Phone turning off randomly, and won't turn back on until a charger is connected
Battery level jumping from high (e.g. 80%) levels to very low (a few percent) when the phone cuts out
Noticacly swollen battery (this varies from only a mm or so of swelling, to enough to bend the screen and casing of the phone!
If you see any more of those issues, then it's probably worth contacting Samsung or the shop you purchased it from to get a replacement sent out to you.
Dan1909 said:
Take a look at the battery, if it's swollen (even slightly so) that's a fairly good sign that it's having issues. As far as we know it's only BD batteries that are affected, but that doesn't mean that ALL BD batteries are.
There's other symptoms that come with the battery failing as well:
Generally bad battery life (much worse than previously used to)
Phone turning off randomly, and won't turn back on until a charger is connected
Battery level jumping from high (e.g. 80%) levels to very low (a few percent) when the phone cuts out
Noticacly swollen battery (this varies from only a mm or so of swelling, to enough to bend the screen and casing of the phone!
If you see any more of those issues, then it's probably worth contacting Samsung or the shop you purchased it from to get a replacement sent out to you.
Click to expand...
Click to collapse
Thanks for the info.
It doesn't seem to be swollen (my phone is maybe 3-4 weeks old now), but I can barely get 2 hours of screen time and I do have to recharge my phone every night (Wifi is on maybe 70% of the time).
For example right now I'm at 4% battery with 19h 16m 57s time on battery and 33% usage by screen (1h 29m), then 16% by Google Services.
in 8 hours from 95% to 0 , 1:30h display (medium brightness) + some data h+ surfing facebook , i don`t think its alright battery life is poorer than my old 1 year s3
android 4.3 MJ5 battery : BD
Even if the battery is ever so slightly swollen just get the battery changed. Wether it's free of cost by Samsung or by purchasing a new one.
I had the same issue.. BD battery.. It was swollen and my screen had started to appear slightly curved as well. Barely used to last 24 hours(2hrs screen on). Got a new battery and I love my s4 again - 38 hours standby 4 hrs screen on. Hate samsung though!
Damn. My battery has BD serial. No issues yet though (had the phone 2 months)
I'm expecting to have to change it soon...
Anyone got a link to the recall page?
Sent from my GT-I9505 using xda app-developers app
imlgl said:
Anyone got a link to the recall page?
Sent from my GT-I9505 using xda app-developers app
Click to expand...
Click to collapse
There doesn't appear to be one.
Samsung have given no statement on this topic (as far as I've been able to find).
Dan1909 said:
There doesn't appear to be one.
Samsung have given no statement on this topic (as far as I've been able to find).
Click to expand...
Click to collapse
Yeah, i haven't found anything online about it
Sent from my GT-I9505 using xda app-developers app
Relax guys.. Samsung will replace the battery free of charge. Here's the response I got from them yesterday -
Thank you for contacting Samsung Customer Support.
I am sorry to hear you believe your battery falls under the faulty battery issue, I understand this is frustrating as it may limit the use of your device.
We are aware of this issue, which has affected a limited number of customers. We ask all customers to please visit their nearest Samsung Electronics authorised service centre, where they can receive a replacement battery free of charge. We remain committed to providing the best possible user experience for our customers.
As you are located in India, Unfortunately we would be unable to send you a replacement battery, as the replacement batteries are only being provided from the UK service centres. If you are able to perhaps send your device to the UK, perhaps to a friend or family member, They would be able to do apply for the replacement on your behalf.
“Please note that not all batteries are faulty, only batteries which display signs of swelling are eligible for a replacement. This is not dangerous, the only concern is that the back cover of your device may no longer fit.”
“Unfortunately if you have already purchased the battery, we would be unable to reimburse you, although you can still take your faulty battery to the service centre to receive a replacement.”
You can visit the link below to guide you to the nearest service centre that you can go to, with the proof of purchase, by just submitting your postcode, and choosing Mobile Phones from the drop down box:
http://www.samsung.com/uk/support/location/supportServiceLocation.do?page=SERVICE.LOCATION
If the battery on your device is swelling, and you are unable to make it to the service centre, we would have to book the device in for an inspection.
If you would like us to book your device in for an inspection, please provide the information below so we can assess your warranty status:
1) Serial number (Found under battery)
2) IMEI number (Not required if a tablet) (Found under battery)
3) Your full postal address
4) Brief description of the issue.
5) Model Code
If the device is deemed as faulty, we will repair it and send your friend or family member back a replacement battery.
If there is anything else we can help with, please let us know.
Our Customer Support Team love feedback! Share your thoughts on this response by completing the survey at the bottom of this page.
Kind regards,
Kevin
Online Support Team
SAMSUNG Customer Support Centre
Note: This email was sent from a notification only email address that cannot accept incoming email. If you need to reply to this email, pleaseuse the link below
getdunexpected said:
Relax guys..
Kind regards,
Kevin
Online Support Team
SAMSUNG Customer Support Centre
Note: This email was sent from a notification only email address that cannot accept incoming email. If you need to reply to this email, pleaseuse the link below
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Click to collapse
I'm fighting with Samsung since last Monday.Story:
Monday:
1st call to Samsung support, they advised to call nearest service center. Service center called. Reply: we have no batteries for replacement, but we will be very happy to SELL you one. Second call to Samsung, reply with email that I shall scan the proof of purchase, note the ser no, imei no etc and send it to them. Done on Tue.
Wednesday:
silence, so I called them again. Customer rep said that he is ordering the battery to be sent to me.
Thursday: silence
Friday: email from Samsung that I shall go to the nearest service center. another call to Sammy, this time it took approx 20 minutes to recognize the real status. As they stated, the battery shall be with me within the max 10 working days since the last Wednesday, and email was sent by mistake.
Let's see how it will end....
In the meantime, my phone's screen is more and more pushed back by swollen battery. If it will not return to normal - Sammy will have to replace the screen...
EDIT:
Battery arrived today, looking at the envelope - from Netherlands (are all UK stocks already depleted???)
Front screen returned to normal, new battery serial is AA and instead of the english, it has all description on it in some funny language.
Hope it will have longer lifetime...
spamtrash said:
I'm fighting with Samsung since last Monday.Story:
Monday:
1st call to Samsung support, they advised to call nearest service center. Service center called. Reply: we have no batteries for replacement, but we will be very happy to SELL you one. Second call to Samsung, reply with email that I shall scan the proof of purchase, note the ser no, imei no etc and send it to them. Done on Tue.
Wednesday:
silence, so I called them again. Customer rep said that he is ordering the battery to be sent to me.
Thursday: silence
Friday: email from Samsung that I shall go to the nearest service center. another call to Sammy, this time it took approx 20 minutes to recognize the real status. As they stated, the battery shall be with me within the max 10 working days since the last Wednesday, and email was sent by mistake.
Let's see how it will end....
In the meantime, my phone's screen is more and more pushed back by swollen battery. If it will not return to normal - Sammy will have to replace the screen...
Click to expand...
Click to collapse
Dude I suggest you buy a new battery first and keep the one you get from Samsung later as a spare. This way, not only will you be able to use your phone properly sooner and prevent further damage to the screen and it must just be a lil dangerous with that swollen defective battery.. Who knows if it might suddenly explode or heat up or something *god forbid*
---------- Post added at 01:57 PM ---------- Previous post was at 01:53 PM ----------
jas0nuk said:
Damn. My battery has BD serial. No issues yet though (had the phone 2 months)
I'm expecting to have to change it soon...
Click to expand...
Click to collapse
Even my battery(BD) was fantastic was for the first 3ish months. Then it wouldn't hold charge and became swollen causing the screen to get slightly curved too. Got a new battery and the screen went back to normal and the battery life is back to being awesome! Suggest you change yours too, ASAP.
getdunexpected said:
Dude I suggest you buy a new battery first and keep the one you get from Samsung later as a spare. This way, not only will you be able to use your phone properly sooner and prevent further damage to the screen and it must just be a lil dangerous with that swollen defective battery.. Who knows if it might suddenly explode or heat up or something *god forbid*
---------- Post added at 01:57 PM ---------- Previous post was at 01:53 PM ----------
Even my battery(BD) was fantastic was for the first 3ish months. Then it wouldn't hold charge and became swollen causing the screen to get slightly curved too. Got a new battery and the screen went back to normal and the battery life is back to being awesome! Suggest you change yours too, ASAP.
Click to expand...
Click to collapse
Ironic but I've started noticing weird creaking noises when I hold the phone and the battery is now very slightly swollen on one side - if I place it flat, it's fine on one side and can "rock" on the other. I doubt it's noticeable enough for a Samsung Service Centre to replace it, but I'm going to try regardless before it ruins the phone
Hi! I recently bought an Honor 8 from Bestbuy.com and am very much enjoying the phone. But I did notice that the phone was manufactured over 10 months ago, in December 2016. Should I be worried that the phone was created so long ago? Has anyone else who recently purchased this model noticed the same thing? Should I be worried that my battery life will be reduced due to this?
Thank you in advance for any insight you can provide. It's very much appreciated.
Where did you see the manufacturing date on the box? I just bought my third honor 8 a couple of days ago and I would not mind knowing when mine was produced. Please let me know if you don't mind how you found that.
To answer your question your battery life will be more than fine bcause there has been no use on it to strain it from it's original state. Your phone is totally okay as it just means it was produced new 10 months ago and it remained that way until you first plugged it in to charge therefore starting your true battery life span. So you have nothing to worry about whether your phone was produced 4 months ago or 10 months ago the fact is that it's still brand new meaning nothing has altered it's original new state that it was in until you opened it up and started using it. At that point it no longer remained new free of any usage.
Do let me know where you found your production date. I bought a Pearl White 64g and I'd like to know when mine was produced too. Thanks.
Hi Dconn1975,
Thanks so much for your reply. It makes me feel a lot better.
I found a date 2 different places on my phone, although they were a few days apart. The first place I noticed one was on the back of my phone. There is a very tiny bar code and it says Date: 2016-12-22. But then I researched more and found that the date is found in the phone's serial number:
From the serial number (S/N) you will find:
Pos 6-7: Year
Pos 8: Month (Oct=A, Nov=B, Dec=C)
Pos 9-10: Date
You can find your Serial Number under settings -> about phone -> status
This indicated my phone was made on 12/18/2016. Hope this helps!
Thanks a bunch. I'll have to check and see when my phone was produced. I was still running 5.0 so I think I'll be in a similar situation as you are. Thanks again and I'm glad I was able to help you.
dmp609 said:
Hi Dconn1975,
Thanks so much for your reply. It makes me feel a lot better.
I found a date 2 different places on my phone, although they were a few days apart. The first place I noticed one was on the back of my phone. There is a very tiny bar code and it says Date: 2016-12-22. But then I researched more and found that the date is found in the phone's serial number:
From the serial number (S/N) you will find:
Pos 6-7: Year
Pos 8: Month (Oct=A, Nov=B, Dec=C)
Pos 9-10: Date
You can find your Serial Number under settings -> about phone -> status
This indicated my phone was made on 12/18/2016. Hope this helps!
Click to expand...
Click to collapse
Mine is 1692 , so i guess the month of production isn't necessarily expressed by a letter. Btw, I bought it in late October last year.
Hi! The month is only a letter if it's October, November, or December. Otherwise it's the number that goes with the month. So if you see 1692, that was made in 2016, the month of September (that's the 9) and a day in the 20's. You'll need the number after the 2 to know the exact date.
I wouldn't worry. Mine was manufactured Oct 12, 2016 and it's been solid as a rock.