07-16-2013 12:42:53 PM
AT&T created this monster, and unfortunately, or fortunately however you look at it, YOU are left to deal with it.
07-16-2013 12:50:22 PM
Man, what happened to keep it courteous around here?
A blind man will never see the light. Who wants waffles?
Alright, back to people making sense. Anyone else out there file their BBB complaints yet. I heard the ACLU was starting to look into slow updates in general. Let's reach out to them as well. At least we can give them some first hand perspective.
I know the editor of a large mid-western newspaper. I'll reach out there as well. Maybe an open letter to the editor in the paper and the webpage.
Any other thoughts?
Here's a link to an article published by Forbes magazine. It addresses the complaint submitted by ACLU to FTC. The complaint specifically references security risks resulting from carriers failing to issue timely updates to Android handsets.
07-16-2013 01:27:59 PM
07-16-2013 03:08:44 PM
It is pretty sad and pathetic that such a large company, whom I have been with for almost 15 years now, could spend millions of dollars on advertising to appeal that "it's not complicated", yet they have no disregard to customer satisfaction.
We as consumers unfortunately have no ability to stand together And take action due to an arbitration clause written into our contracts.
After being with AT&T for so long, this is the by far the biggest issue that plagues them. Unfortunately for them it will cost them my business. Even more unfortunately, I am a communications specialist for a very large corporation in the US and I handle and look at where/who we use for some thousands of company phones.
When it comes to an issue of security on company phones, they have lost a very big client.
07-16-2013 06:23:25 PM
07-17-2013 08:10:32 AM
Filed my complaint with the BBB yesterday. Hopefully, it will help. It's a shame we have to go so far to get what we paid for.
07-17-2013 08:42:09 AM
07-17-2013 11:49:33 AM - edited 07-17-2013 12:03:24 PM
My offered solution didn't cost me anything at all. While it is a very nice offer, I advised them to note my account of the promised resolution. I would call back after seeing how they wrap up this issue first. I will not find myself in this same position again.
07-17-2013 03:50:28 PM
07-17-2013 05:55:04 PM
07-17-2013 06:05:34 PM
07-17-2013 07:43:57 PM
07-17-2013 09:49:40 PM
Here's the sad part about this whole thing. While we all feel very strongly on this subject and are working for answers and to get the word out, there's a large majority of S3 users who simply don't know anything is wrong at all. It's the tech savvy and informed minority that understand this just isn't right and it needs to be addressed before it spreads to other devices and other updates. The question is how to reach everyone in a way they will understand, to enlighten them of the risks they are exposed to. I know we've said this time and again, but I think we need some fresh ideas.
Even sadder is that it has happened before... Back in the original Galaxy S (the Captivate) days we had many issues, not the least of which was a GPS that had a maximum (best) accuracy of 15 meters. Sounds petty, but it made Navigation nearly useless (most roads are smaller than ~49 feet) because of constant reroutes, and forget checking in anywhere. I filed a BBB complaint then, spoke to the office of the President and got a similar spiel to what you were served about AT&T's terms of service not making guarantees about anything but calls and texts. For the GPS issue that was relevant but it is not here- that lack of a guarantee only applies to the security of your data on the device; the flipside they are ignoring is that those same security risks also place their precious network at risk, so it is their security as well (and you would think they would be interested in that). Aside from that isn't Samsung already advertising (via their support documentation such as the Owner's Manual) that we have the update? Doesn't that place AT&T at risk of false representation to deny it at that point?
For what it is worth (not much, as per usual) I was told two things from my calls this week (Sorry in advance, I am quite frustrated and this may get rant-ish):
- First they offered to flash my device with the software update if I went to the "Distribution Center" that services the warranty claim devices (wouldn't Samsung do that, not AT&T?), then when I got the CSR to double check before I made the ~ half hour drive they rescinded the offer and said that they could not in fact do that.
- Then the follow-up to that was (and I was supposedly talking with the technician at the "distribution center") that the 4.1.2 update will be "going public for release" either late this week or early next week (PLEASE TAKE WITH A GRAIN OF SALT- NOTHING SAID TO ME OR ANYONE ELSE BY A CSR OR OFFICE OF THE PRESIDENT REP HAS BEEN 100% FACTUAL)
I asked at 5+ different times throughout my 6 calls (and yes, very politely) the past 7 days about just upgrading the device for me like is being offered to others, in light of the demonstrated security risks (I actually had to delink my phone from my work's corporate exchange server because I receive CBI documents in my email) to any device running 4.1.2+ (I didn't even limit it to only the S4), only to be repeatedly told that such an offer is not on the table. Actually the first rep I talked said it could be (we actually conference-called Samsung and the Samsung rep agreed with everything I said and said and I quote "Since the update is not available the only option is to see if they can give you another device with up to date software"), but that I needed to go to my local Corporate store- who indeed saw the note on my account, but said that they would not touch it. I agreed to give it to Friday before I start being less-than-polite, this has become ridiculous (especially because one rep in the Office of the President had the gall to say that they "[knew] for a fact that no one else has been offered a GS4 at anything other than full retail pricing" for this issue (I've only started bringing that up as a last resort the past two days, and at one point one rep explained the "Next" program I linked to earlier and said maybe that's what the others received (FYI that hasn't launched anywhere but Las Vegas until the 26th, so yet again, not factual). So that's been my experience.
@Archienj7 and @emierlak, I'm glad someone at least made you an offer that could rectify the situation to you, and Emierlak, I agree with your hesitation- to all of the nay-sayers I am giving you fair warning now, you will be in this boat again next year with the S4 (or Note II, or any AT&T branded/skinned device). I am pursuing this because I need a "verifiably" secure device for work (the GS3 was the newest on the list when I got it, but since then a lot of others have been added- and I would actually be happy with the update- I'm not after a new device, just a secure one), and some of the corporate bigwigs managing our IT department think the "unlocked" Nexus devices = rooted devices despite my efforts to demonstrate otherwise.
07-18-2013 05:12:49 AM
@Archienj7 and @emierlak, I'm glad someone at least made you an offer that could rectify the situation to you, and Emierlak, I agree with your hesitation- to all of the nay-sayers I am giving you fair warning now, you will be in this boat again next year with the S4 (or Note II, or any AT&T branded/skinned device).
Without a doubt! I highly recommend a Google Edition phone to those who can afford the hefty price tag. By the way, a used GS3 in excellent condition still sells for around $300 on eBay, an amount that can make the price of a Google Edition device more palatable. If not, wait until a new Nexus device is released this fall, as it will most likely have LTE capability. One way or the next, if you want to avoid frustration and having to spend time filing complaints, do not buy carrier variant phones. I can't speak for other carriers, but AT&T will most certainly drop the ball on whatever update rolls out for the next flagship device as well.
07-18-2013 09:28:17 AM
07-18-2013 09:50:49 AM
Samsung may skip an update to Android 4.2.2 for the Galaxy Note 2 and Galaxy S3 and go straight to Android 4.3, reports indicate.
Citing an unnamed insider, Temefy claims that Samsung is already working on bringing the 4.3 version of Google’s operating system to two of its biggest-selling smartphones. And rather than issue 4.2.2 in the meantime, the phone-maker wait until November or December and push out the fresher software.
07-18-2013 09:54:07 AM
07-18-2013 10:07:51 AM
Skipping an update, no matter who decides it, really needs to be communicated to the people buying the devices. There would be a tremendous amount of damage control if they would just explain what their plan is.
There are so many rumors out there now, we'll never know what to believe. If this particular rumor were true, as well as the rumor that AT&T is skipping 4.1.2 on it's own, that would mean last year's flagship wouldn't receive any update in almost a year. To me, that's not acceptable. I'd like to think everyone would feel the same.
07-18-2013 12:06:07 PM - last edited on 07-18-2013 12:31:26 PM by Phil-101
This is the ridiculous discussion I had with ATT over the BBB complaint.
AT&T investigated ****** contact with the Better Business Bureau regarding a software update for his android device. He states that he feels AT&T is delaying the release of the software update on purpose.
On July 11, 2013 I spoke with Mr.***** and advised that we did not have a date for the release of the software update. He stated that every other carrier has released the update. I advised that I can't speak on other carriers but we complete full testing before releasing updates. I advised that a notice would be given to customers when it becomes available and apologized for any inconvenience.
Although I attempted to address Mr. ***** complaint, remains unsatisfied with the resolution.
AT&T sincerely regrets any inconvenience this issue may have caused. Please feel free to contact me directly at ********* if you have any additional questions or concerns in this matter.
Customer Appeals Manager
[edited for privacy]
07-18-2013 02:06:52 PM
Just to let you know, I do feel your pain and I hope that at&t can resolve everyones complaints.
When I received my call from the office that handles the bbb complaint, I had a list of things I was complaining about. They were very helpful on the first 2 things but when it came time to talk about the update they did not offer me anything, if they would have I might have kept my at&t service. I hope this all turns out better for everyone here, one can only hope that they get the update out soon.
07-18-2013 04:20:41 PM
I am new on here, and was a long time gs3 holder, I had so many problems with the gs3 locking up freezing when texting or emailing, dropping satelite when using GPS, it was frustrating. I visited the att store numerous times, they kept replacing my phone with a replacement and it kept having the same issue. The the unfortant happened it fell out of my pocket as I was going up the stairs and shattered. So when I got my new phone after the insurance upgrade, I was speaking with one of the tier two techs, he said he had similar problems with his GS3 so he went to the iphone 5 then to the gs4. I asked about the GS3 and the 4.1.2 update, he said that ATT had so many problems with it months ago that they scrapped it. I was so ticked off, so once I was able to get back online I wanted to share the information with you guys. Its sad that the major carrier such as ATT would not honor a flag-ship phone and push out the update. All of my co-workers who have the gs3 on other vendors said the update fixed all of their issues. So I am a little sore. But I am loving my new phone.
Sorry about the bad news..
07-18-2013 06:39:14 PM