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Help dealing with sprint on faulty phone.

Hey Guys,
So my phones has an issue, whenever im using the keyboard and typing out an email or texting or whatever, the phone will randomly shut off. It then either boots up after about 5 seconds, or I have to do a battery pull. Last night I had it sitting there and it shut off, and didn't turn on, nor did it even show a charging indicator when plugged in, or even turn on. I pulled the battery, let it sit for 30 mins, and then got it to turn on. So far it did a shut down and reboot once when I was typing an email. I have been running it stock,no root, and have been experiencing this for about 2 weeks now. I took it to sprint, 1st time around, they "re-imaged" the phone, and then ran a "diagnostic" on it, handed it back and told me that ought to do the trick, which I knew was not going to be the case. But fine, ill play the game. Sure enough, that evening same issue. So 2 days later, took it to sprint again. Again, re-image. I told them their fix didn't work the first time around, and was told that I needed to bring the phone in when it had the problem, since they were unable to reproduce it. Obviously this is something that I can't just make happen on command. So..what should I do next? I am well past my 30 days, and honestly I just want to walk in and get a new phone, and not have to do some real dumb crap and toss the phone in water and then do insurance, it would end up costing me $100 at least. I did get the phone from bestbuy, and I think it has black tie insurance, although I don't know if that would be anymore or less helpful than the sprint genius techs...recommendations?
Thanks,
MJ

Get your replacement phone. Don't put up with their crap, tell them how it is. Be a douche if you have too
^ Shift Faced

It's kinda like when Sprint misbilled me for months and refused to correct further than 60 days back. Said "their system wouldn't allow it". I made it known I cared zilch for their system and what it could or couldn't do and after an hour on the phone and 4 "supervisors" they figured out a way.
The key is to be firm and insistant but not to curse or name call. Don't give em an excuse to hang up on you. Your phone is borked and they need to replace it. You're not demanding anything extraordinary just for them to hold up their end of the bargain.
^ Shift Faced

It couldn't hurt to check with best buy and if they won't replace it go to sprint tell them you need a replacement and don't leave till they give it to you. You pay them for a service and they don't have a right to tell you no. Or just sit there and mess with the phone untill it messes up and show them.
Sent from my PG06100 using XDA App

Resolved.
So after my second trip to the tech support folk, I finally had time to call customer service, got transferred to their advanced technical guys who spoke to me for about a minute, and then transferred me to a manager, they initially suggested I go through assurion and sprint would bill me the $100 on my next bill, and I calmly suggested that since the phone was still under manufacturers warranty, that I should not have to pay a cent, after putting me on hold to escalate again, I was told I would be sent a new phone. All said it took two 45 mins trips to sprint service center, and another hour on the phone, but it's taken care of. My only complaint is that they do a better job of training their techs...example, if a software\hard reset was performed, and the customer comes back still having issues, and the phone shows no signs of abuse etc, don't do yet another hard reset and tell them to come back when the issue arises\can be replicated on demand, the customer has nothing to gain by lying about their device being broken, especially if they just want the same exact phone as a replacement. My losses, time, and about a dozen or so emails I lost b\c the phone shutoff while I was composing them.

I completely agree with you on the running around and wasted time aspect and "why would I be coming in if my phone didn't have an issue" and the tech bandaiding a problem. What I usually will do is sit down at the store and run through a routine that know usually causes a problem so I can walk up and show them that the problem isn't fixed and then they can't back out of getting a new phone for me...sometimes you just have to be an ass like that and show them whos boss. I'm paying for a service, at least let me have a phone that I can use on it reliably.
Sent from my PG06100 using XDA App

I left my phone for an hour ( even though it didn't appear that they did anything). Before I left, I showed them with an app called "touch test" that my touchscreen has issues, and showed them how it didn't swipe right. They said "maybe it's just that app, and showed me that if I swiped in a working part of the screen swiping would work (really?). When I came back after the hour and showed them how angry birds wasn't working... they did everything to get it to work despite the problem. I showed them how angry birds on their in store shift didn't have the problem that mine did. They played angry birds for about 10 minutes trying to make it look the same on my shift as their store's shift. I think that the whole time they were hoping that my phone would snap out of it momentarily so they could send me home. Finally, like 1.5 hours later, they ordered me a freaking refurb.
Sent from my PG06100 using XDA App

WTF is wrong with this phone?

Hey guys.. So I've had my inspire for about 2 or 3 months now, and this thing is driving me apeshhh. Here is why...
For a few weeks now, the phone would randomly restart in the middle of doing something, always random. Sometimes while writing a msg in the stock facebook app. Sometimes when browsing market, sometimes when browsing using the web browser. Today I wanted to download Astro to see if the music I put on the phone went to external or internal SD. As soon as the download finished, the phone restarted. After it booted back up I looked through apps, and it never installed. I went back to market and searched it, pulled it up, and it shows installing.... let it sit for 5 minutes... nothing. Restarted, same thing. Pulled the battery... same thing... I can't cancel it, or try again. It will now no longer install anything else.
I figured maybe it needs to download something that it just doesn't have the network speed to use, and trying turning on wifi. IT WONT EVEN TURN ON. Under the settings menu to turn it on, it says error. When i tap on it, the error msg just goes off then comes back right away.
Anybody else experience this? I really wish SOMEBODY would come out with a decent f**king phone on the AT&T network.... I guess I can now add HTC to the list of people that can't build a decent phone. Just below Samsung... (What a POS line of phones they have released).
Anyway, phone is stock, not rooted, nothing turned off, completely stock.
How does the warrenty work now? I bought the phone outright, cash, $500... for this....
Thanks for any help.

Could be your phone mate. I've had this phone maybe about three months and haven't experienced those issues. Just might be a lemon you have. Where did you purchase the phone?
Sent from my Inspire 4G using XDA Premium App

I bought the phone at an authorized AT&T retailer store. The kind you find in common shopping strips.

Try to see if they will give you a replacement
Sent from my Inspire 4G using XDA Premium App

GTIVRon said:
Hey guys.. So I've had my inspire for about 2 or 3 months now, and this thing is driving me apeshhh. Here is why...
For a few weeks now, the phone would randomly restart in the middle of doing something, always random. Sometimes while writing a msg in the stock facebook app. Sometimes when browsing market, sometimes when browsing using the web browser. Today I wanted to download Astro to see if the music I put on the phone went to external or internal SD. As soon as the download finished, the phone restarted. After it booted back up I looked through apps, and it never installed. I went back to market and searched it, pulled it up, and it shows installing.... let it sit for 5 minutes... nothing. Restarted, same thing. Pulled the battery... same thing... I can't cancel it, or try again. It will now no longer install anything else.
I figured maybe it needs to download something that it just doesn't have the network speed to use, and trying turning on wifi. IT WONT EVEN TURN ON. Under the settings menu to turn it on, it says error. When i tap on it, the error msg just goes off then comes back right away.
Anybody else experience this? I really wish SOMEBODY would come out with a decent f**king phone on the AT&T network.... I guess I can now add HTC to the list of people that can't build a decent phone. Just below Samsung... (What a POS line of phones they have released).
Anyway, phone is stock, not rooted, nothing turned off, completely stock.
How does the warrenty work now? I bought the phone outright, cash, $500... for this....
Thanks for any help.
Click to expand...
Click to collapse
Back up your stuff and factory reset. If that doesn't work then either Root it and try a different ROM or get a replacement phone.

You might want to look at the thread in here about random shutdowns. It looks like the batteries on these phones can be the culprit. My phone randomly shutdown, sometimes restarted. I thought it was a ROM I had loaded at first. The problem got progressively worse no matter what ROM I used. It would do it maybe once a day & then within less than 3 weeks I have to keep it plugged in all the time. It happened when I opened a power-intensive app like navigation or a game. The battery is covered under warranty.

This issue seems to be rather uncommon, but it does exist.
Nothing compared to what Captivate owners went through.
Lemons do happen, but as suggested, I'd try another battery first. If that doesn't solve the problem, there shouldn't be any issue with getting a warranty replacement.
And that warranty replacement will, with near certainty, be a good one. Again, unlike the Captivate.

I've had mine for about 3 months with none of these issues. HTC phones for me have been great. Even their customer service and support if their products. And I have had Samsung,motorolla, and LG none at the same level of build quality. If you continue having problems get in touch with the HTC support they will help if not let u know if you can get a replacement.
Sent from my Inspire 4g running ClearDroid 1.1.2

I am a former captivate owner. That phone was so bad that it destroyed it's own internal memory. Every app continously force close, every process, upon startup one day. Restored a backup, got nothing, reflashed, got nothing, mounted it and formated it then ran a memory checking utility on my computer with it, and it showed like 46% of the sectors being bad, after then 2nd test somewhere in the high 50s. I promtly punched in the screen and folded the phone in half, and tore it into 2 pieces... So i think that may be why I'm relatively patient with this phone.. (that was also my 3rd captivate replacement). (Debating using a picture of the phone as-is in a DIY to fixing captivates and post it in that forum... get all your frustration out and buy a new phone.. ha ha.)
I will call HTC and see talk to a rep, maybe they know more about the problem and will be able to determine whether the phone or the battery is at fault.
Also, factory reset did not fix the wifi problem. Instead of immediately going back to error under it's status, and spent about 10 seconds trying to connect, then came up with error. This leads me to believe it's hardware related.
I will most likely push for a replacement phone then. I do have a concern with that though... My phone has never gotten wet, and only has a small indication of falling out of my pocket while sitting in a stadium chair (maybe a 12 inch drop onto concrete). Will this void my warrenty? The scar left behind is hardly noticeable, but if they looked for it, it will be seen. Another thing is, when I pull my battery cover off, there are 2 screws along the side, one is covered by a sticker that reads VOID, black sticker with white text. Is that some kind of indicator of water damage? I'm more familiar with white stickers turning red or pink from water damage... and as said, this phones never been wet.
Thanks again for the help.

At&t is usually good about replacing defective phones and will be faster than dealing with htc. You obviously have experience with at&t warranty having owned a captivate.

GTIVRon said:
I am a former captivate owner. That phone was so bad that it destroyed it's own internal memory. Every app continously force close, every process, upon startup one day. Restored a backup, got nothing, reflashed, got nothing, mounted it and formated it then ran a memory checking utility on my computer with it, and it showed like 46% of the sectors being bad, after then 2nd test somewhere in the high 50s. I promtly punched in the screen and folded the phone in half, and tore it into 2 pieces... So i think that may be why I'm relatively patient with this phone.. (that was also my 3rd captivate replacement). (Debating using a picture of the phone as-is in a DIY to fixing captivates and post it in that forum... get all your frustration out and buy a new phone.. ha ha.)
I will call HTC and see talk to a rep, maybe they know more about the problem and will be able to determine whether the phone or the battery is at fault.
Also, factory reset did not fix the wifi problem. Instead of immediately going back to error under it's status, and spent about 10 seconds trying to connect, then came up with error. This leads me to believe it's hardware related.
I will most likely push for a replacement phone then. I do have a concern with that though... My phone has never gotten wet, and only has a small indication of falling out of my pocket while sitting in a stadium chair (maybe a 12 inch drop onto concrete). Will this void my warrenty? The scar left behind is hardly noticeable, but if they looked for it, it will be seen. Another thing is, when I pull my battery cover off, there are 2 screws along the side, one is covered by a sticker that reads VOID, black sticker with white text. Is that some kind of indicator of water damage? I'm more familiar with white stickers turning red or pink from water damage... and as said, this phones never been wet.
Thanks again for the help.
Click to expand...
Click to collapse
Those stickers are intact right? As long as their intact and not "punched in," which would indicate a screwdriver has penetrated in order to get the phone open, you should be good, as far as that's concerned.

Uhh well bad luck for you... I dont think this is a common problem...
Im guessing the iphone is on top of your list xD
Sent from my Inspire 4G using XDA Premium App

(Question) Tmobile carbon device force close?

I just bought the mytouch slide 4g. I haven't rooted it yet and its still s on. For some reason I keep getting force closes in processor tmobile carbon device. Then asks me if I want to tell HTC which I of course send the report. It's happened 17 times in 6 days and is hugely annoying. I wanna root it but I want a good phone before I void my warranty. Any help would be great. I have also factory reset the device 3 times to no avail.
Sent from my myTouch_4G_Slide using xda premium

My recommendation would be this:
- Back up all of your personal data from the phone to a computer or something.
-Charge the battery full, then turn it off and go back to your t-mobile store.
(Give yourself an hour or two to sit there)
-When you get there, find a comfy seat near an outlet. If there isn't one, get them to make arrangements for you. There should be a seat at one of the counters you can take up for a little while.
-When you get there, tell the rep what's been going on with the phone. Power it up and do a factory reset there in the store.
-Play with it for an hour or two. Try to get it to force close. If it's happened that much, then you should know approximately what it'll take to make it happen.
-If it happens even once while you're in the store, after you've explained to them how it happens to you all the time - they'll take it back and give you a new one. (If you're within your broken-out-of-the-box window of time...what is it, 14 days from purchase?)
-Explain to them how the internal memory is corrupted somehow, must've been a bad unit from the factory. They'll just R.T.V. it. (return to vendor) for full credit, and HTC will repair it and sell it as a refurb.
-No reason for you, the consumer, to be stuck with something that isn't 100% out of the box.
-I made my phone suffer a brown-out when I drained the battery completely dead and tried to turn it on while plugged in, some funky stuff happened on the screen when I did that. (tried to power on immediately after plugging into AC with a completely depleted battery - DON"T DO [email protected])
(If you let your battery completely drain it damages it anyway)
...I simply took it back and told them it was acting weird, and it was a no-hassle exchange for a new one.
...Really, it doesn't cost them anything but some paperwork...and they're already being paid to stand there.
Make sure you have everything it came with out of the box, and all of your paperwork & contract with you when you go to the store. Bonus points if it's the store you got it from, it'll make the whole process easier.
(you impact the margins of the store you go to negatively if it isn't the one you bought it from - but as the consumer you aren't supposed to know or be responsible for that. Still, it's easier if you go back to where it came from.)
Honestly, though, i'd just take it back and say it's acting all funky and you want to exchange it. I wouldn't even try to prove it to them in the store.
For how expensive this piece of equipment is, why take the chance?
They aren't gonna call you a liar when you show up and say it's broke, even if you can't show it right there on the spot.
Just make sure you give yourself enough time to stand there and process the exchange - it could be as short as 5 minutes or as long as an hour if there computers are slow and they're busy.
Good luck!
Edit to add - The reason why I said to do a factory reset there on the spot was to wipe your user data, if you do want to play with it in the store, make sure you do another one - without your sim card in it - before you leave.
Also make sure to keep an eye on your sim card so that you get the right one. They'll take the one from the new phone and put it in the old phone.

Thanks for the extremely detailed step by step instructions. Lmao. I was mainly trying to see if anyone else had this issue.
Sent from my myTouch_4G_Slide using xda premium

Anyone have their T-Mobile G5 completely die on them?

My phone was at about 26% battery left... Next thing I know I try turning it on after watching a half hour of TV and get no response. Removed/re-seated battery, tried booting into recovery, kept the power cord plugged in for a half hour thinking it was a dead battery.. No luck.... It just wont turn on! Completely stock.. No abuse,drops,spills whatsoever..
Any tips on what else I could try save for taking it back to the store to get it replaced?
Thanks.

Mine wouldn't turn on when I unboxed it. I plugged it in for an hour but never saw any lights or led or acknowledgment of charging then I pushed up and down volume and it turned on. I thought it was dead

Interesting... I left it plugged in overnight..Booted right up but it shutdown right away.. Maybe a bad battery...I guess it's going back today.

I've had my phone up and going for about 3 days now and haven't had a problem since taking it out the box.

No problem here
Sent from my LG-H830 using XDA-Developers mobile app

Mine got progressively worse. It started with the lock button not locking the first try then the second and then the third. Then the fingerprint scanner went. And then the power button/ lock button completely went. I sent it back to T-Mobile and they sent me a new device. It did however cost me some money like $5 or $10.

So if you got insurance it's 5 dollar processing u can call 611 and they can send it out like the guy above me said If u don't have insurance T-Mobile can process the warranty extchange for 20$ through lg or u can do it or self through lg for free but if your in 14 days it's free through the store

yeah 5 or 20 bucks to tmobile, 150 to asurion lol

I bought mine from a wholeseller and brand new and it just died completely for no reason at all. Nothing powered it on.
Sent from my LG-H820 using XDA-Developers mobile app

Sadly, I had this happen to me back in May. Spent the day taking pictures and got back home to place it on the charger. After an hour or so, when to use the phone and it locked up. Had to do a battery pull and could never get it to start again. Ended up calling T-Mo tech support even though I didn't have insurance on it and was past 30 days, they still shipped a new one out. Made sure to put insurance on just in case it happened again.

My power button died during my recent Europe trip.
It started displaying the power menu (like the power button was being held down) several times in a row, and using it as a screen-off button became more and more erratic.
Finally the button stopped working at all. I pulled battery, even tried a factory reset. By some miracle I was able to press the button just right, and it came back on.
Thank goodness for double-tap, otherwise I wouldn't have been able to keep taking photos of my trip!
Rather than deal with T-Mobile and (no) insurance, I just submitted a repair report and Fedex'd it directly to LG (free shipping). I'm currently on my old Samsung Galaxy S4 that I unlocked from Sprint.
Right before I sent it in, I pulled the battery again and was able to get the button to respond about 3 out of 10 presses. I didn't want to risk this on my trip, and this is obviously not acceptable, so I boxed it up- hopefully they are able to recreate the problem and not pass it back to me with no repair/replacement (don't want to be the guy whose car only makes noises when the mechanic's listening).
Hopefully this is a hardware problem that LG can recognize and diagnose for a more robust device, like the boot-loop epidemic on the G4.
Other than that, I love this thing! Great photos during my trip. The wide-angle and long-exposures are my favorite.

Question 7Pro - Screen locked up 2 times now.

I've not seen this with any of my Google phones but today the alarm went off and then the phone locked up while still playing the alarm sound. The screen was stuck at like 2am but it was like 6am at the time. Power and volume up buttons did not work to get to restart. I had to Google the fix and that was to hold down the power button for 30 seconds.
Video of it stuck.

This happened to my wife's Pixel 7 the first morning she had an alarm set with it.
Did you by any chance snooze it half a dozen times? It was only after she refused to get up that it locked. I think maybe it's a feature, not a bug.

That sounds familiar as if it might've happened once on my OG Pixel years ago, but I can't say for sure.
rczrider said:
It was only after she refused to get up that it locked. I think maybe it's a feature, not a bug.
Click to expand...
Click to collapse
LOL! Good point.

No snoozing and it just locked up for the second time just now. The time is displayed but stuck at 8:16 and it currently 9:57, never had this issue on the 6. I'm wondering if I have bad RAM or something that is causing random lockups.
I do see that it vibrates when I press and hold the power button but I can't see what it's doing with the screen locked up.

Talking to support, they wanted the IMEI number and a picture of the screen? The screen looks normal but is locked up. ???
They have to put me on hold to talk to someone else for each part of the questions. I called Google support but it sounds like someone overseas.
I don't see what they can do, other than replace it. I copied everything from the old phone that was working fine.
They want me to back it up and do a factory reset. I just did that when I got the phone a few weeks ago.
Then they asked that I run the phone in safe mode for a few weeks to see if its a bad app that was installed.
I asked to speak with someone more knowledgeable and they needed to put me on hold again saying I could get an email from someone or wait to talk with someone. They then said I had to give consent for them to look at all my data. ??? After the long hold I was told that I'd be getting an email. Total waste of time.

My screen froze and became unresponsive when I swiped down for notifications while watching non-fullscreen video on Youtube TV. The audio continued to play. I recovered by holding down the power button for 60 seconds to force a reboot. I can't duplicate it though.

I have had these screen freezings too. By pressing power button for 30 sec it boots the phone back up. Then after a minute or an hour it happens again. Had to do factory reset two times already. That's the only thing that helps.
I have no idea of what is causing that.

Mine has done it three times now, had to power cycle it as mentioned above, and each time it was a different app

Here is their suggested fix:
Here are some additional steps to take to try to resolve the issue with your Pixel phone:
Troubleshoot your apps
Perform a factory reset
After each step, check to see if your issue is resolved. If not, continue to the next section.

Tanquen said:
I've not seen this with any of my Google phones but today the alarm went off and then the phone locked up while still playing the alarm sound. The screen was stuck at like 2am but it was like 6am at the time. Power and volume up buttons did not work to get to restart. I had to Google the fix and that was to hold down the power button for 30 seconds.
Video of it stuck.
Click to expand...
Click to collapse
SystemUI has crashed a few times on mine, which causes a lockup. Rebooting seems to fix it, for the most part.

Tanquen said:
Here is their suggested fix:
Here are some additional steps to take to try to resolve the issue with your Pixel phone:
Troubleshoot your apps
Perform a factory reset
After each step, check to see if your issue is resolved. If not, continue to the next section.
Click to expand...
Click to collapse
You can report back that the factory reset fixes the bug for a while. But if I have to do a factory reset every week, I'm going crazy.

miimaa said:
You can report back that the factory reset fixes the bug for a while. But if I have to do a factory reset every week, I'm going crazy.
Click to expand...
Click to collapse
Just rebooting the phone fixes it for a little while. That's the trouble with random inconsistent issues. It could take a week or two or more for it to do it again. With a number of others having similar issues I don't think a factory reset again is going to do anything. I just got the phone a month or so ago and it was at factory default. What good would it do to put it back to factory again? Sounds just as unreasonable as using my phone for several weeks in safe mode to see if it's another program causing the problem.

Woke up this morning and the phone had rebooted.

RMA your device keep trying until you get someone that understands your issue. Google support is absolute rubbish and if the rep doesn't understand that you're losing all touch input just hang up and try again. It's frustrating but it's sadly the only way you'll be able to get your phone swapped out. I had this problem on my P6P and only a RMA solved my problem.

They offered to let me send it in and let their techs look at it for 2-3 weeks or take it to a local shop. I was surprised that there was an authorized shop in my city but what are they going to do with a phone that reboots every 5 or 6 days? I've not even had it 30 days but they said it was too long just be able to return it. You have 15 days. I pushed back and they set up a replacement but not before telling me about the option to mail it in a wait a few weeks. Who can be without their phone for a few weeks. I have to buy a new one and then have 30 days to return this one.
I do wonder if it's a software issue that Google will fix at some point but don't think so. There is a thread on their support forum that has not been locked yet with a number of folks with what sounds like the same issue.

Oh wait it's 21 days to return it.
"Remember that if we don’t receive your old item 21 days after your replacement ships, you will be charged $968.67, which is the full value of your replacement item."

Tanquen said:
I've not seen this with any of my Google phones but today the alarm went off and then the phone locked up while still playing the alarm sound. The screen was stuck at like 2am but it was like 6am at the time. Power and volume up buttons did not work to get to restart. I had to Google the fix and that was to hold down the power button for 30 seconds.
Video of it stuck.
Click to expand...
Click to collapse
I would attribute it to buggy software. My 7 pro locked up about a week into ownership. The last time I had a phone lock up was my last pixel phone (the 3). Not sure what it is but it always clears up after a couple updates. Maybe the same will happen for you.

Tanquen said:
They offered to let me send it in and let their techs look at it for 2-3 weeks or take it to a local shop. I was surprised that there was an authorized shop in my city but what are they going to do with a phone that reboots every 5 or 6 days? I've not even had it 30 days but they said it was too long just be able to return it. You have 15 days. I pushed back and they set up a replacement but not before telling me about the option to mail it in a wait a few weeks. Who can be without their phone for a few weeks. I have to buy a new one and then have 30 days to return this one.
I do wonder if it's a software issue that Google will fix at some point but don't think so. There is a thread on their support forum that has not been locked yet with a number of folks with what sounds like the same issue.
Click to expand...
Click to collapse
I believe it's part of their call flow offering the repair shop or mail in option. There's always the advanced RMA option where they put a hold on a card you provide and the temp charge is removed once they receive the defective device. If you don't want the chance at getting a refurbished replacement do the advanced RMA sooner rather than later.

The phone froze on me 3 times already - 2 times using Samsung browser, 1 time on Chrome.
Android 13 QPR1 Beta 3.1 introduces a GPU fix, which will hopefully resolve this issue:
Fixed issues where a device's GPU drivers sometimes caused the system UI to freeze during normal device use.

I'm swapping it out for a new(?) one. Hopefully all goes well.