02-28-2013 01:32:03 PM - edited 02-28-2013 01:33:44 PM
I've been following this since about 2 days after I installed 4.0.4 on my S2. Figured I'd register here and let everyone know my experience with ATT tech support and also maybe help bring more attention from ATT to the issue although I highly doubt it.
Basically I started seeing this issue immediately after upgrading. I tried resets, messing with apps, etc and nothing helped. I use my phone for work and am on call a lot and this issue actually caused me to miss several calls do to my phone being frozen and me not realizing it. I also use my phone as my main alarm and almost over slept a few times due to my phone freezing in the middle of the night.
I started checking here and seeing others reporting similar issues so at that point I knew it was the update and not a random issue with my phone. After exactly a week I decided that I could no longer deal with the problems and decided to bring the issue to ATT.
First I called tech support. While the lady I spoke to was very pleasant and eager to assist me it was clear from about 10 seconds into our conversation that I knew more about these devices then she did. Really her only suggestion was that I do a factory reset on my phone, which I already had. She put me on hold and contacted Samsung on her other line. The first question was if my update was to Jelly Bean which I had to explain was not even an option for this device. Then after being on hold again she started to tell me how I could do a factory reset a different way that samsung recommended. When asked what this did differently then my original method or going through the phone settings she actually agreed that it really was the same thing. One more time on hold while she spoke to Samsung, back on the line and her last suggestion and the last idea that Samsung had was for me to drive to an ATT store and have them flash the phone with the latest update because "probably the update did not install fully the first time". I explained that the closest ATT store was about 40 miles away and that I felt this was just something to get me off the phone. At this point there were no more options so I asked to be transferred to customer service to talk to someone about my future with ATT.
On to customer service..... I explained the issue and that I had a phone that worked perfectly fine a week ago until the update that is now causing me issues with my job. I also explained that I had been with ATT since they bought out Cell One which has been about 15 years now. I'll add that this lady was also very pleasant and seemed to understand where I was coming from. She did some searching around and since there were no S2's in stock her first option was that she could sell me a S2 Skyrocket for $75. I let her know that since ATT's update was the cause of my issue and I had nothing to do with it that any solution that cost me any money out of my pocket was unacceptable. She then offered the same deal with some account credits to make up the cost of the phone, however I would have still had to pay $75 which I was not going to do. Her next option for me was to take it to a store to be flashed, which I explained seemed like a cop out to get me off the phone since there's very little chance this would make any difference. At this point I let her know that there are really only 4 things that they could do that would keep me a satisfied customer:
1. Tell me how to roll back the update (I know this is impossible, but if it was going back to 4.0.3 would have been fine with me as I really did like the S2 before the latest update)
2. Send me an update that would fix the phone now ( I knew this also wasn't really an option as I don't think they were really aware of how big an issue they had on their hands at the time)
3. Promptly send me a new phone that is comparable to what the S2 is.
4. Let me out of my contract (If I was going to be driving 40 miles to the closest mall it would be to sign a new contract with a different carrier, not visit the att store to have them try something I knew wasn't going to fix the issue.)
Ultimately she spoke with her manager and while I did have to sign a new 2 year contract (only really 1 extra year since I was only 1 year into my existing contract) they sent me a brand new Galaxy S3.
Moral of the story folks, keep on them. ATT is in breach of your contract with them due to an issue that they caused with an update that they pushed out causing your phone to no longer function. They either need to make it right NOW or provide other options, one of which is to release you from your contract so you are free to move to another carrier. Make it known that you know this and they will help you out, the last thing ATT wants is to lose subscribers.
While my ordeal did have a "happy ending" and I'm very pleased with my S3, there is still no reason that after over 2 months ATT has not released a fix for this problem or at least a roll back to the previous firmware version where the SOD issues did not exist. While I'll probaby stay with ATT in the future due to coverage in my area, this will be the last time I have a carrier phone through them. From now on I'll be buying Nexus phones and staying out of contract.
ON A DIFFERENT NOTE:
I noticed that Kies on my PC has been prompting me thhat there is an update for my S2. Has anyone else seen this? I have not tried it since I'm happy with my S3 but updates through Kies are directly from Samsung and if there is indeed one available for the S2 it may fix the SOD issue.
02-28-2013 02:02:14 PM
An update on my ordeal. I received a refurbished S2. It came with 4.0.3 installed. While resetting it up, I noticed something. I am able to uninstall the AT&T apps. I can't remember if I was able to do that with my original phone, prior to the 4.0.4 update. But I do not think that I was. I wonder if this is going to be AT&T's fix? Roll back to 4.0.3 and uninstall AT&T apps.
However, I have not had to power off the phone yet. Nor have checked for Updates on the phone. I'm tryig to roll with this 4.0.3 as long as I can. I fear once it does power off, it will try to force me to update to 4.0.4.
02-28-2013 02:27:27 PM
We worked with Samsung to research this issue and a fix will be available in the coming weeks. I don't have any specific dates just yet but as soon as I do, I'll post them here.
I want to note that this is a direct result of you discussing this issue in the forums and telling us what you are seeing. Great job.
jamileh, can you please give us an update as to when this fix is coming? You said in the coming weeks and it has been 5 weeks now.
02-28-2013 03:06:40 PM - edited 02-28-2013 03:09:10 PM
If it should prompt you to download the update go ahead and download it and then postpone the install. Then go into your application manager and find the "ATT Software Updater" (at least that's what it's called on my S3, it may be labeled slightly different on your S2). From here you can choose to Clear Data which should remove the update that was downloaded without it ever being installed. I did this on a previous OTA update that ATT pushed on me and it worked great and I never got prompted to download the update again. I should have done it with the update to 4.0.4 but I postponed too long and after the 3rd postpone try it automatically started installing even though I said to postpone for 8 hours.
Honestly unless my phone is having a serious like the S2's are having now I won't be doing anymore OTA updates from ATT. I'll only update if it comes directly from Samsung through Kies which are normally only the big updates like the one to ICS and then to Jelly Bean.
02-28-2013 08:13:57 PM
02-28-2013 08:20:15 PM
02-28-2013 09:48:04 PM
for about 2 of my favorite TV shows a month. Wonderful "update" I must say. NOT. Thanks for nothing ATT and I pray alarm goes off in the morning.
03-01-2013 08:16:36 AM
Well, went 48 hours and thought I'd found enough stuff to shut off, then it died while I was in an emergency room and trying to coordinate family. Then four more times yesterday. I just feel like I'm paying for nonsense.
03-01-2013 10:26:35 AM
Now that's a response I could get behind. A new S4 to make up for all the bull stuff we have all put up with. After no response from AT&T and all of us continuing to pay our bill for no or limited undependable service that sounds like a fair solution and payback for everything we have all put up with.
Seriously, I would be just as happy with a two month credit, my phone actually working like it did before 4.0.4 and a real and sincere apology from AT&T. Well, maybe a three month credit as it will soon be three months since this all started.
The S4 idea does sound good :-)
03-01-2013 11:33:31 AM
I just reported this link to Engadget. If they publish a little blurb about this on their site, perhaps somebody at AT&T will get their act together. And like I said, worst case, you can get an S3 or S4 out of the deal.
03-01-2013 11:58:09 AM
yep, and the president from att had is secrtary call me, i can not post her reply as i was told to keep on topic. but go back to my first post and you will see some numbers and email address for them.
03-01-2013 12:16:28 PM
They are way to smart to let that happen. That number is long gone, censored from your post. Funny that somebody from AT&T can see that but not these 400 complaints about a serious problem and a complete and total lack of customer service.
03-01-2013 03:24:55 PM
Had to advise my mom to get an iPhone today because I just can't trust Samsung on AT&T anymore. As much as I hate Apple, I can't expect my mom to be able to know how to respond to these issues that we've seen with the GS2. Sure, my friends with the GS3 have had success so far, but we now know that if something happens with an Android update 6 months from now, AT&T will just tell us to do a factory reset and blame Samsung. I hope Samsung realizes that this is costing them business.
03-01-2013 05:56:24 PM
I've had the same problem since the first ICS update. I went around and around with a customer service person on chat. Never heard of this issue she said, even though there are thousands of posts on the internet about it. She finally advised that I could try reloading the operating system from Kies or she would connect me to warranty support. I loved the phone so I opted for the former. The freezing seemed to be eliminated for a few days, but returned after a while. It was infrequent enough to put up with until the 4.04 update, now it averages at least once a day. I can no longer depend on my once beloved phone for anything.
A Google search shows that the problem occurs with all carriers, not just AT&T. My contract ends in May. If the issue is not resolved by then, I will switch carriers and brand of phone.
03-03-2013 08:02:43 AM
Hey look there. Went to bed at 100% at 0030hrs woke up at 0530hrs this morning with a completely dead S II. 0% Nice. Found out I missed two calls from my boss. Great job AT&T. Thanks for the stellar customer service.
03-03-2013 06:14:22 PM
Strangely, now I'm at 53 hours. It's been averaging SOD 2-4 times a day for months, but this weekend has been ok. The strange part is everytime I wake it up, it briefly searches for GPS lock. Of course, it lasted for four days once, so I'm not hopeful in any way. Just wish they would roll out the old software. Seems ridiculous that they have a working system, but are unable to do what a few amateurs can do and roll it back.
03-04-2013 04:17:06 AM
I have been dealing with the run-around with AT&T on the SOD issue now for 8 weeks. I finally filed a complaint with the Better Business Bureau and recommend everyone do the same. Funny and ironic that the last couple days when an AT&T agent tried to call me, my phone was dead because of SOD. I am leaving AT&T and trying to get out of my contract if they refuse to help me.
I wondered why many people did not have this problem with their S2's. I looked at an S2 my daughter in law had and her phone is still running Gingerbread. No wonder she and many others are not seeing the SOD.
I told AT&T they can give me an Iphone for free and not force an extension to my service or added service charges. Yeah, right.
03-04-2013 08:52:26 AM - last edited on 03-04-2013 08:53:47 AM by jamileh
The worst part of this fiasco is the feeling of complete helplessness. We are paying for a service that up until this 4.0.4 occurred I was completely satisfied with and had been for years. Now I have two phones that for almost three months now are completely undependable and I have absolutely no recourse. AT&T is worse than useless and less than helpful. They show no remorse nor do they give any indication that they are even working on a solution that, lets face it, if they were serious about a fix they would have done so already.
All any of us are looking for is a fix so that we can receive the services we are paying for. I would have to agree with a previous poster in that I have to believe that AT&T is in breach of contract.
FIX OUR PHONES!
<CM Edit - Discussions about legal issues are not permitted>
03-04-2013 09:07:20 AM - edited 03-04-2013 09:54:53 AM
No disrespect intended to you personally. I know you are just doing your job. It is a shame that as a company AT&T has time to immediately read, edit and censor our posts but will not do what is necessary to address our complaints. We are extremely frustrated and are simply demanding to receive the services we are paying for. We are not just whining because we have not received Jelly Bean yet like some other posters we just want our high end top of the line phones to work.
Again I understand you are in a no win situation but the fact that deleting, editing and censoring postings literally immediately is aggravating and insulting to all of us without fixing our problem.
Sorry you have to read all of our complaints but what else are we to do?
03-04-2013 10:58:09 AM
The following is part of a conversation I have been with Samsung Tech Support on Google+. How useless is this???
When can I expect the fixing update to be issued? I am tired of being patient. I want some customer service and I want my phone to work.