07-21-2013 08:02:29 PM
07-22-2013 03:11:57 PM
I complained to the BBB about this, and was blown off by a Mr. Flynn with the explanation that AT&T is "working on" a 4.2.1 update for the Galaxy S3, and that they don't have any program to replace the S3 with a later version that does have 4.2.1.
Last week I was in London, and my Galaxy S3 killed the external SD card for the second time, and I went to several phone stores and found one with a Samsung representative on hand who did some troubleshooting. She blamed the problem (a known issue with class 10 SD cards, she said) on the older software and said I would have to get AT&T to replace the phone. She said AT&T was about the last company in the world that hadn't updated the OS..
By the way, for anyone's info, I also discovered that the $60 I paid AT&T for a lousy 300 MB of data in England is a major rip-off; O2 has SIM cards with 3 GB of data download for $32, 10 times the data for half the price. Need an unlocked phone though.
07-22-2013 07:01:27 PM - edited 07-22-2013 07:03:07 PM
This is totaly stupid why is it that the SGS2 has Android 4.1.2 but the SGS3 does not? All of this run around by AT&T is garbage, I am about ready to jump ship and go to T-mobile and get into their new plan offerings. Their coverage is not that great but they do know how to take care of their customers something that AT&T has forgoten how to.
07-22-2013 09:05:57 PM
07-22-2013 11:56:29 PM
07-23-2013 05:24:54 AM
There a lot of folks here saying they are tempted to not renew their AT&T contract when it is up. That's looking like a good thing, but just remember, AT&T doesn't care if you leave or not. As much as we would all like to believe they would do something to keep us all as customers because we're important to them, it's not going to happen.
Let's look at the facts. There have been quite a few of us that have filed BBB complaints or something similar. 2 offers were made in an effort to "fix" the issue for those people. One was a discounted paid upgrade, the other was a free phone of thier choosing. The entire rest of the group has been offered nothing, sometimes with an apology, sometimes not. We can't even get a straight answer from them about which update, if any, we will ever see. An official answer would go a long way here. Perhaps a direct statement from AT&T, not from a random tech, customer service agent, or store employee. Not addressing the issue allows for the free flow of gossip and rumors to run rampant, and that's not a good thing if you want damage control.
It's going to take some major action to get AT&T to address this issue at all. Addressing the issue requires more than their go-to response of "We're working with Samsung..." It's time turn up the volume on our complaints. I encourage anyone watching this thread to start finding every review site you know of (Yelp, Consumer Reports, etc.) and rate them exactly how you feel about their service. Their current Yelp rating is 3 out of 5 stars, if that were to drop again, some people may notice. They are routinely ranked last in customer service year after year, make it clear to other consumers why that is.
07-23-2013 07:34:18 AM
I've grown very tired of this. I filed a complaint and have yet to hear anything. That tells me that we mean nothing to AT&T. They're still making money and that's all that matters. .
07-23-2013 07:52:50 AM
07-23-2013 09:43:20 AM
So i just found out about my 2 samsung galaxy 3 from ATT has vulnerability issues with them yesterday that can give hackers control of my phone and personal data. I decided to call samsung and they said I need to update my firmware to 4.1.2 because I am still on 4.1.1. They said to talk to ATT since they sent out the update to all carriers a long time ago. They even said that all carriers should have the updated 4.1.2 for the galaxy s3 but ATT might not and they had a bunch of calls of about it. Below is my chat log with one of the ATT rep today. First the rep tells me samsung has not released it to them but I told her I called samsung already and they verify it was released to all carriers already. After that the rep tries to push the update that she knows is not available to my phone...told her it didn't work. Then I proceed to ask her why ATT didn't notify me about the vulnerability with the phone and I had to find out through the news, all I get is sorry but sorry doesn't solve the issue at hand. After several attempts to push an update for version 4.1.2 (which ATT has but will not release) to my phone, it doesn't work. After 30 minutes or so she saids 4.1.1 is the current one. So I ask her if that is the current firmware does it fix the vulnerability of the phone I have been hearing about. She lies to me and saids yes. I already know that version 4.1.1 is the old firmware and the vulnerability still exsist since I've talked to Samsung already. Instead of fixing the problem, ATT trains their staff to lie to their loyal customers that has been with them over 15 years. I may also have to file a BBB compliant with the attached chat session.
07-23-2013 09:43:30 AM - edited 07-23-2013 09:49:04 AM
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'ATT'
ATT: Thank you for chatting in XXXX. I can help you with your phone update.
ME: hi I was wondering when you guys will be releasing the android update for my phone that was out since january.
ATT: What type of phone is it?
ATT: To verify may I have your phone number please?
ME: galaxy s3
ATT: Thanks. Let me check if we have any info on an update.
ME: i know there has been a vulnerablity with my phone on the old software but you guys haven't updated it since samsung released it in january
ATT: Still checking that. Bear with me.
ATT: How's your day going?
ME: its good
ATT: We have no way of knowing when that upgrade will come out unfortunately.
ME: do you know why there is such a hold up with it?
ME: seems like all other carriers already have it updated except for you guys
ME: i do alot of online banking and buying on my phone
ME: and worry that someone could get into my phone through the vulnerability that I have been reading about
ATT: I apologize but I don't have a timeframe. As soon as Samsung gets it to us we get it to our customers.
ME: I talked to samsung already
ME: and they said they have already gotten it to all carriers
ME: they said that the problem is on your end?
ATT: I'm just checking some other systems to see if I have any additional info. Bear with me.
ME: k thanks
ME: did you want the name of the samsung rep I spoke with?
ATT: Not necessary. I'm trying to push the update to your phone now! There's no guarantee this will work but I'm working on it!
ATT: Make sure you have good service and your phone is on right now.
ME: samsung said the version on my phone which is 4.1.1 is old
ME: i need to update to version 4.1.2
ATT: This will take a few minutes. Once it's complete I'll let you know and have you turn the phone off and then on to see if it is working.
ME: to fix the vulnerablity
ATT: Please ensure your device is on, reflects 3G or better, has an active data connection & no SMS/MMS restrictions.
ATT: Let me know when you've checked all that and I'll try angain
ME: its on
ATT: I'm trying it again.
ATT: I see you're from Sacramento. My dad was from Oakland.
ATT: Go ahead and turn your phone off for a moment and then back on and let me know if anything changed.
ME: i just had a quick question. I know it's not your fault but how come ATT didn't warn notify me about the vulnerbility issue?
ME: I only knew about it when it was on the news?
ATT: I apologize for that and I'm not sure why we didn't notify you.
ME: nothing change it stills saids android 4.1.1 on my phone
ATT: We can try updating the firmware but it may take up to 2 hours to complete so it's best done if you're on wi-fi.
ATT: Did you want me to start that?
ME: so is the updated version for the s3 that you have the 4.1.2
ATT: Let me send you a link so you can find that info on your phone.
ATT: Click here
ME: i tried to update it
ME: last night
ME: when i was talking to the samsung rep
ME: but it didn't work
ME: went to settings
ME: about device
ME: and hit software update
ME: and i was on wi fi
ME: but it said it found now new software
ATT: Did you want me to start the firmware update?
ME: can you confirm with me that the update is the 4.1.2 version before I do it?
ATT: Bear with me just a moment while I retrieve that info.
ME: k thank you
ATT: Still researching.
ATT: Did the update I sent you give you the option to update?
ME: its said's its up to date
ATT: According to what I'm showing here it shows you have the latest update which is the 4.1.1
ME: 4.1.1 is the old firmware
ME: 4.1.2 is the new one
ME: that is suppose to fix all the vulnerablity
ME: per samsung rep
ME: they said all mobile carriers should be on 4.1.2
ATT: Unfortunately I'm showing you are on the current update.
ME: so the 4.1.1 is the current firmware
ME: so they vulnerablity of people getting into my phone
ME: is fixed
ME: so I should have a problem with it?
ME: because samsung said I should be on the 4.1.2 version
ATT: We don't have that version and I have no timeframe on when it may be released.\
ME: well if you say 4.1.1 is the updated version..my question is...is the vulnerability with the phone fixed with the current firmware on my phone?
ATT: It should be yes.
ME: ok can you send me a log of this chat
ME: so i can keep it for my record just in case something happens
ME: and I find out that the vulnerability with my phone is not fixed thanks
ATT: I don't have a way of sending you this chat I apologize.
ME: oh its ok i see i can print it
ME: and copy and paste it to word document.
ME: I'll give samsung another call to confirm. Thanks
ATT: Ok. Do you have any other questions.
ME: nope that's it
ATT: Thank you for chatting in and have a great day.
ME: u too
07-23-2013 02:20:23 PM
07-23-2013 06:09:37 PM
07-24-2013 05:28:28 AM
07-24-2013 05:35:06 AM
I managed to talk AT&T Support into sending me a S4 as a warranty replacement for the S3. We have two S3's on the account (me and wife), so they sent one, with the instructions to "test it" and make sure it didn't have the (multiple) issues we have with the S3. Then, they said, get back to them and they'd send one for the wife.
OK, did that. It showed up last Thursday, full box of stuff, so I spent the weekend testing the various issues. On Monday I call them back. Took a while to convince them to send the second one for the wife, but they finally agreed. They then tried to charge me $14 for shipping, and I told them they didn't do that for mine, why would they for the wife's phone?
It arrived yesterday. Just the phone, in an envelope in the box. No charger, no battery, no headphones, no back. Wrong. They were supposed to send the full kit, as the battery and back from the S3 plainly do not fit the S4. So I called them back. Eventually the support guy sent me to Warranty. He hemmed and hawed, then eventually said he could send me a charger and battery, and I would need to talk to Samsung for a back. I very nearly went ballistic at this, but civilly told him that was an unacceptable solution. I told him to look in the support notes, and send me the same thing they sent last week, a full kit. He had to confer with several layers of supervisors, both his and Support. Eventually he agreed to send me the full kit, with me sending back the bare S4 we got yesterday (as well as the two S3's). Total time spent on phone yesterday - 55 minutes.
It would be comical if it was not so sad. However, I must say that my S4 (no idea if new or refurb) does seem to fix all the issues we had with the S3's. I hope my wife will be happy, as she has been most unhappy with the S3 and wanted her old Motorola Atrix back.
07-24-2013 07:40:20 AM
I filed my complaint with the BBB a few weeks ago and last week a woman from AT&T corporate called me to discuss said complaint. I was very thourough with what is going on and after going over this with her, she gave me the same canned answer that AT&T was working on the update to work on their network. When I countered with the time it's taking and that all other carries pushed it out months ago, she said there's nothing they can do. I asked for a free upgrade to the S4 and she instantly denied that. I asked what CAN she do for me as a long-time paying customer and she offered $50 credit to my bill. I said that wasn't enough and she rudely said well, that's all I will offer. I accepted the $50 and let her know that this still wasn't resolved and I followed up with the BBB that AT&T was still in the wrong. This has gone on for far too long and something needs to be done. What a gutless company.
07-24-2013 09:40:52 AM
07-24-2013 09:52:51 AM
07-24-2013 10:00:29 AM
07-24-2013 12:23:49 PM
Just another frustrated customer. Filed a BBB complaint back in April. No resolution. I just want the update. I don't wanna shell out more money and be stuck in a longer contract. I don't believe we should have to pay to keep the devices up to date.
07-24-2013 02:55:58 PM - edited 07-24-2013 03:00:33 PM
If you don't mind me asking but what kind of service/features do you get for $37? In a previous post you stated that you are on the $20 data plan. That leaves only $17 left. Do you not have texts, are you a second line on a family plan as that is what likely makes the most sense.
07-24-2013 04:48:57 PM
07-24-2013 07:20:23 PM
07-24-2013 07:27:35 PM
07-25-2013 07:40:43 AM
I completely understand where everyone is coming from here. I may be in the minority, but I don't have any issues with my S3. I've been perfectly happy with it since I got it. I am not a corporate user though, so I can't answer to those folks with security concerns. There are many ways though to get on 4.2.2 if you're unable to wait for the newer version. Cyanogenmod is very reputable, and easily installed. All of the security updates have been included in the latest versions. From what I see on their Google+ page, they're working on CM 10.2. I know this isn't an answer for everyone. Not everyone wants to root/rom their phone in order to get the updates. I know AT&T should be on the ball. They're usually not the last carrier to push out updates for their devices. It is definitely unfortunate that for a flagship phone we haven't heard any news on 4.1.2 seeing how every other major carrier, and some other not so major carriers, already have this update.
07-25-2013 08:37:17 AM
I think that's the primary issue. The S3 is no longer the flagship phone. It's now the S4. So AT&T is not so concerned about updating it.
07-25-2013 08:41:00 AM - edited 07-25-2013 08:41:44 AM
So android 4.3 was released today and we are still on 4.1.1. That's awesome. Good Job att you are trash!
To be fair to all the steps involved, here is the process from Google/AOSP to Samsung summarized in a great G+ post (although refering to HTC, not Samsung, the process is the same and it also elucidates why the US variants take longer- different SoCs):
**Also not that the use of "S3" in the post refers to the Snapdragon Chip series ("Series 3"), not the Galaxy S3**
-OEMs do not get the Android source code directly from Google
-The SoC vendors are provided the code from Google, where they make a board support package (BSP) which contains drivers and optimisations etc.
-The BSPs are then passed on to the OEMs, which they use to develop updates for their devices.
OEMs are currently waiting for the silicon vendors to decide which SoCs they will support in making a 4.3 BSP for, because their update support is heavily dependent on this.
For example, Qualcomm recently decided to drop development for a 4.2.2 BSP on their S3 SoCs, which is why HTC had turn around and say they were dropping support for the One S. This also caused Sony to drop update development for the Xperia S, SL, Acro S and ION (all S3 SoCs).
Everyone remembers the Thunderbolt and Sensation which used the Scorpion MSM8655, which Qualcomm dropped support for, so OEMs had to drop future updates for.
Sure, it's not the perfect system, but it's how it works in the industry right now.