Related
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.
Click to expand...
Click to collapse
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?
Click to expand...
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.
Hi there,
My S3 has died (assuming it's the well known motherboard issue) - just wasn't working one morning, no light, no charge - totally dead.
I wondered what people's experience of returning items to Samsung is? I'm in Central London and the two Samsung official dealers get shocking reviews - seem to claim that everything is water damaged and charge £30 without any actual repair/replacement, taking weeks to do it.
How about returning the phone to Samsung? Any good experiences/horror stories? What is their turnaround time?
I have mobile phone insurance with my bank account - for a £50 excess they'll deliver a replacement phone next day, so that seems very tempting if the Samsung service is even slightly difficult.
One of those times I sort of wish I had an iPhone.
Wrong forum mate this is for the sg3. However I can help you to a degree. Are you completely sure that it's dead? I've never seen an Android phone just "die" without you do/something happening to it. Try to get into download or recovery mode (volume down and power button I believe not 100% sure) also it's not going to hurt to attempt the Samsung insurance, if they ask for a fee or you're getting bad customer service then deny them and go to the mobile insurance and pay the money for less worries. Any ways hope your problem gets fixed.
Sent from my GT-I5800 using xda app-developers app
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.
Click to expand...
Click to collapse
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.
Click to expand...
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.
Click to expand...
Click to collapse
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.
Click to expand...
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
Click to expand...
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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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?
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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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yes, that was me, thanks.
loop after flash
naparama said:
yes, that was me, thanks.
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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?
I thought it important to share this experience.
Background:
I purchased my tablet in Sept 2012, unlocked it, and after awhile, settled on a CleamRom version that hit the sweet spot and left it that way for 3 years. Recently I got curious about the current custom ROM's and, forgetting what I used to know, screwed up and soft-bricked the tablet. I recovered it by pushing the stock firmware back onto it, but that process relocked the tablet.
I tried the unlock tool for weeks but just kept getting the dreaded "network connectivity issue" error. I contacted Asus customer support, and to my surprise, they (EmmaZhang) tried to help. She said they reset something at the Asus database and to try again, unfortunately I had the same result.
I was told to get an RMA and send the tablet in (N American service center, Grapevine, TX), and with some reluctance, I did as advised. After about a week or so, I got an email with an invoice for $341 to replace the motherboard and I had to pay or they would send the tablet back. I had packed the tablet extremely well and was sure there was a mistake. Weeks of back and forth emails ensued, I won't get into the level of frustration I experienced with the different and frankly ignorant responses I received from them but I was told that the tablet would not boot to the OS, and the only way to proceed was to replace the motherboard, and I was constantly urged to pay the invoice amount or they would send the tablet back. I was also told emphatically that they do not help with unlocking a device (what's up with that EmmaZhang ?) Eventually, they got tired of my protests and sent the tablet back.
Guess what? The tablet boots just fine, it's exactly as it was when I sent it in, and to my surprise, the unlock tool worked first time, and I am happily running ZombiPop with 9000 Quadrant scores. What is my take on this? The level of incompetence and/or lack of communication would have to be so high that I can't believe it. I can only believe that this was a deliberate attempt to defraud me of $341, and I wonder how many times they've done this.
Believe want you want, but again, I thought it was important to bring this experience to light.
Moderator Edited
Post edited - selling is not permitted on XDA.
I've had similar happen with ASUS notebook repair. There are plenty of horror stories to be found on the net about that.
I sent in a notebook because of a defective LCD and they replaced the LCD with one that had a deep gouge in it. As if it had been sliced with a knife.
I've just sent this email to a Mr. Cho, but I'd like to post it here as well, just in case I didn't send it to the correct email address. Also, so that if anyone would like to add anything, they can, and hopefully someone from LG will see this.
Mr. Cho,
First let me begin with how much I loved my LG V10. I first bought it for the camera but then fell in love with it for everything else it had. The only thing I could really complain about was how big it was.
Then, a little over a month after having the phone I started having issues with my charger. After going through 5 chargers during the next month I realized it wasn't just "cheap" chargers. I never saw where LG announced charger port issues for the V10, instead, they offered charging cases/docks for the battery. So I had to buy a charging case and another battery so that I could actually use my phone while the battery charged. To be fair, though, I soon realized this really wasn't that much of an inconvenience since I never had to keep my phone attached to a chord.
I got my phone in December. Had charger port issues a month later and then in May, just 5 months after having the brand new phone, it randomly turned off and refused to get past the LG logo when booting up.
After some research I found that issue is called a "boot loop". The same issue other LG phones have had. There was nothing AT&T could do for me. I had just signed a contract five months prior. I couldn't get out of it. So I'm stuck paying $23 a month for a phone I can't even use.
Every time that I called your customer service, everyone was very unhelpful. The first guy I spoke with was completely rude. He was no help and in fact put the blame on AT&T. He said that they were the ones who released the Marshmallow update, so they are the ones who are the blame and who need to fix my phone. Let me back up a bit and explain his reasoning for this. One week prior to my phone going into boot loop, AT&T released the Marshmallow update that all of us LG V10 owners had been waiting on. When my phone messed up I took it to the AT&T warranty center. They informed me that they've seen this issue a lot with the LG G4, and they've also seen it when there are software updates. Because of those last added words your customer service rep decided that's when AT&T took blame for my phone going in boot loop.
So, many times over the next few months I called AT&T and LG many times (even at one point I was on the phone with LG and Android/Google). I visited the warranty center many times, too. At the last visit to the warranty center they told me that just in that day alone they had 3 people come in with boot loop issues (though not V10s but G4s). I asked him what did they do for the customers. They said that all they could do was have the customer either take out an insurance claim or warranty claim. So, people who's warranty was voided but they had insurance had to pay their deductible to get a new phone. They are literally paying for an issue that's not their fault.
Oh wait, I forgot to mention this part, LG will fix my phone if I pay them to fix my cracked screen first, because having a cracked screen voids the warranty. So, let me get this straight, in order to have my phone fixed (which from what I've read, it doesn't get fixed, you get a new phone all together), from a problem that I did not cause, from a problem that was unforeseeable, I have to pay to fix an unrelated problem, because LG doesn't do partial repairs (that has been burned into my head by numerous of your CSRs)?
Also, every time that I spoke with one of your customer service reps they told me that not enough people are reporting the issue enough for it to be considered a "common" problem for LG to release a statement and fix. You might want to do a Google search and see how many people have posted on forums and videos of this issue, it has grown. In fact, there are at least two petitions in regards to the V10.
So tell me, because I've voided the warranty I'm stuck in a contract with a phone that broke on it's own (be it caused by software problems or faulty craftsmanship), is there not anything in my contract saying that if something unforeseeable happens to the phone (something that's not the customer's fault, but more so the manufacturer's) that LG is responsible for fixing or replacing that phone? Do you honestly believe that LG shouldn't fix this issue, or that they shouldn't pay for all those months that their customers have paid for a phone they haven't been able to use (mine is going 5 months), and that they shouldn't have to reimburse those who had to take out insurance claims because their phone was stuck in a mode they had nothing to do with? Do you not think LG should take accountability for any of this? I've seen a few petitions to get LG to do something, I'm very surprised I haven't seen a class action lawsuit yet.
I look forward to hearing back from you in regards to what you plan on doing for my situation, and hopefully all of others who have suffered from this same problem.
Jamie Boyd
PS
Life's not Good, not with these kind of issues. Also, I'll be posting this letter on a few forums, we'll be awaiting your response.
Sent from my iPhone (my old sluggish iPhone 4s that I've been forced to use these past 5 months)
I'm having those issues too and I hope he's gonna take this letter seriously, or else I'm done with LG..
Can you post here his reaction?
I've never heard of this charging port issue. The bootloop I've read all about though, but never experienced it. I hope they do you right for that one. I had the V10 for a year and the micro USB port was still nice and tight. Just got the V20.
Sent from my LG-V521 using XDA-Developers mobile app
Are the charging port and bootlooping related... ? If not is there a known reason it boot loops... ? I recently had my v10 bootloop, I caved bought a cheep cracked screen v10 off ebay and swapped the mb out by myself. Everythings fine now, just worried I'll have another boot loop... At least this time I won't lose ALL my data... I had messed up my sd card slot putting my sim card in... Long story short...
Any response?? I really wish there was a true "fix" considering I have irreplaceable photos and videos trapped in my LG V10 forever due to this issue!!!!!!
http://www.androidauthority.com/lg-g4-lg-v10-bootloop-problems-class-action-lawsuit-757484/
keriann76 said:
Any response?? I really wish there was a true "fix" considering I have irreplaceable photos and videos trapped in my LG V10 forever due to this issue!!!!!!
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The best thing you can do is heat it (in hopes the solder will reconnect by melting) or freeze it so you can turn it on long enough to run a backup. Please see the videos on heating the device you can cause some serious damage if you do it wrong.
This is why people should either use their external sdcard for video/photo storage or use Google photos to backup your photos on a regular basis.
Sent from my LG-H918 using XDA-Developers Legacy app
Square Trade...Buy on Amazon...get a nice cheap Square Trade warranty with Hazzard insurance...NO DEDUCTABLE.... Get a new phone when your's dies......
Why was your screen cracked??