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Posted May 17, 2013
7:38:43 AM
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Galaxy SIII Petition to remove early termination fee
I firmly believe those of us unfortunate enough to have been contracted into two years with ATT's variant of the Galaxy SIII should be entitled to a free early termination. I am starting this thread to see how many supporters we can get. It is unprofessional, unreliable, and just plain unsafe of ATT.

Galaxy SIII Petition to remove early termination fee

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May 17, 2013 7:52:58 AM
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ACE - Professor
What exactly seems to be the problem? Are you having issues with your device? The community here is willing to help if you explain what's going on, that way we all can get the ball rolling on getting you back to enjoying your GS3 =)
~Sunshine :smileyhappy:
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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May 17, 2013 7:58:42 AM
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Community Specialist

ECERRL,

 

I love my Galaxy SIII! It has never given me any freezes, GPS has always worked wonderfully, never had trouble with downloads and is a nice looking unit.

 

 

James

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May 17, 2013 8:07:12 AM
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ACE - Professor
Ahh.. Now I see what this is about after looking at your other post... This is about your device getting updates in a timely manner?

Every U.S carrier tests the software before it is sent out to consumers. It allows the carrier to look for any obvious bugs that might impact performance, reliability etc. If the build sent out by Samsung has bugs that they need to address, then AT&T (or any carrier) sends it back to the manufacturer and repeats the process.

The carriers must ensure that the software upgrades they provide will allow the devices work perfectly on their networks. This issue will happen no matter what carrier you select. Some have longer wait times than AT&T.
~Sunshine :smileyhappy:
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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May 17, 2013 8:18:05 AM
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Mentor
All major US carriers have pushed out android 4.1.2 Some have even pushed out premium suite with Multi-View. If you truly enjoy your SIII without the updated security and features.. you sir are a clown. The phone has many more capabilites and after extensive research and phone time with reps from ATT, Samsung, and Google all the fingers and blame point to ATT. Stop feeding customers with that corporate crock of an excuse because some of us are more educated than you. You just got owned.

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May 17, 2013 8:31:14 AM
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ACE - Professor
I am a madam, lets get that straight first. :smileytongue:

And again, all carriers have to ensure that the software updates they provide will not impact performance. The "other" carriers you are referring to pushed the update out because they deemed it not to impact on performance and works flawlessly on the network.

Would you rather have a update full of bugs or one that is done right? It's a long wait I understand, but it's to save people a few headaches that can happen.

If your big about security, unlocked devices purchased from the manufacturer (for example the HTC One from HTC for 579.99) allows you to get the updates without the carrier having to test.

Apple is also an exception to the rule since they make both the software and hardware.

If you believe that another carrier is the solution, that's not really true, as they go through the same process.
~Sunshine :smileyhappy:
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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May 17, 2013 8:33:19 AM
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Mentor
It is true because they have ALL pushed the update.

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May 17, 2013 8:35:54 AM
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The tmobile firmware update has also been ported over to the att variant of the sIII.. why does THEIR software work on YOUR device that supposedly "needs to be tested"

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May 17, 2013 8:36:45 AM
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Because it didnt need to be injected with att's crapware first.

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May 17, 2013 9:16:25 AM
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Scholar
Edited by Phil-101 on May 17, 2013 at 9:28:23 AM

Thanks for your response Evandela, but we all already understand the process flow.

 

      I think @ECERRL's concern is more along the lines of the end result of your process taking so long (much longer than the rest of your industry, by the way) to deliver one very time-sensitive aspect of this- security fixes. Every major release of Android (and iOS, and Windows Phone, etc.) contain security fixes and patches for known and potential threats, and the longer the corrective measures (contained in the updates) are delayed, the greater and more risk is introduced- which is a dangerous situation for all involved.

       So let's talk about risks, and risk management. The risk begins initially with the device and user infected, placing the user's privacy and personal data/files at risk; which is a situation that is able to be handled effectively when it is one customer, or a handful of customers- but remember, the entire population of non-updated devices are actually at risk of infection.  Now consider that at some point, a malware author will realize this, and as he/she always works to infect as many devices as possible, he/she might begin to look for commonalities between the devices; there's the base software the devices are all running, but there is also one common network (with the same protocols and underlying language) connecting all of these devices. So the formula for maximum delivery would become very simple at that point- infect a device, then penetrate the network to spread the infection. The scale could be immense, and while it has not happened yet, the risk is present, and every delay is playing with fire. Now I am sure you have backend support in place to prevent such a wildfire from occuring, but I would caution that your firewalls and anti-viral packet analyses are very likely focused on if the network itself is the end target, but what if it were simply the means of delivery, and the infection could pose as an upload to an url or something along those lines - would the backend support be effective (most likely not, or Dropbox would not work over your network)?  

         I do not point all of this out to scare anyone, but I work in risk management and am merely concerned that AT&T's view on this issue has been particularly one-sided, if we take the cookie-cutter narrative that the update process stalls because of error and problem and network deterioration factor testing at face value. Ironically by focusing only on the update package as released by the manufacturer (before infection risk can even really be known), the process is actually exponentially increasing infection risk in the name of protection!  You see AT&T's protection is centered around the network itself, and NOT its end-users- the subscribers (customers who are paying for protected access to the service the network provides) with the devices who actually face the risk of infection and of privacy compromise.

 

<Legal discussions are not permitted per the Guidelines>

 

          I could never let my company face such a potentiality as this (or I would be and should be fired), and am frankly surprised that this situation exists at all.

 

So what is my answer? Revamp your process (a mirror of Google's and Twitter's own):

     First receive the update file from the OEM, do the initial network compliance tests, and push on to subscribers while also initiating internal vulnerability testing (focusing on the devices itself), then release low-level security patch updates as risks are discovered and solved. Rinse and repeat...

"pushing" the update really has to involve nothing more than hosting the file at the specified url, and having the software know where to look for it. 

Divide the testing engineers into teams focused on aspects such as application compatibility, network compatibility, and infection/penetration risk, and working concurrently in the issue identification phase (only the actual solutions are part of the entire ecosystem).

set regular deadlines for solution releases

 

I think you would find a quicker (and more importantly) and more protective and effective solution, and would find that you had the support and loyalty of a much happier customer base (who are not constantly weighing the cost of an ETF vs. living in the fear of how unsafe your device actually is)

 

-Steve

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[ Edited ]
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May 17, 2013 9:19:26 AM
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Scholar

Lastly, I could buy the whole "...[software update] that is done right" argument if they were released without major bugs, but I actually have yet to experience that. It really does not seem that the users are the real focus of this whole process.

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May 17, 2013 9:26:33 AM
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Mentor
Edited by Phil-101 on May 17, 2013 at 9:29:15 AM

 You have 3 days till my account is cancelled att.. your move

 

<Legal discussions are not permitted per the Guidelines>

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[ Edited ]
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May 17, 2013 9:35:19 AM
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ACE - Professor
ECERRL, if you wish to cancel your account, you may call into Customer care who will try to help address your concerns or terminate if you so wish to do so

@s.m knipe - I truly understand where you are coming from with this, and yes maybe all carriers have released it. The way the U.S carriers work and international carriers work are different. The international carriers get the generic update from the manufacturer, with no carrier testing and if something goes wrong, the manufacturer would be responsible to fix it.

In the U.S as you are aware, the carriers must first test the software before they release it because they assume responsibility if something goes wrong, not the manufacturer. I agree that if the update isn't too bad, it should be released, with minor fixes along the way, that's the way it works internationally, but sadly it does not. This is something Google is trying to curb but have been unable to do so. They made carriers pledge to release updates AT LEAST 18 months after its release, but so far it's been unsuccessful and they are looking into other ways.

Oh and I'm not an att representative folks, so I don't have an industry or a network or whatever :smileytongue:
~Sunshine :smileyhappy:
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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May 17, 2013 10:22:01 AM
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Scholar

@Evandela  - Sorry, I actually did think you worked for AT&T, so sorry about that!   you are correct in that Google is trying to correct this, but I think bigger guns than Google will soon be getting involved over this issue. The FCC is currently re-writing their Online Safety Initiative under Consumer Safety, and the rumor is there is a good deal more about smartphones and malware now that smartphones have penetrated a significant part of the internet usage market.

 

thanks again for the clarification

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May 17, 2013 10:31:44 AM
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ACE - Professor
It's ok ^_^ As long as we got that little mishap out of the way! :smileyhappy:

I'm all for more security, whether AT&T fixes it, or Google, or the FCC since it is true that smartphone data traffic has increased tremendously. All we can do is wait for now and go by what we have at the moment.
~Sunshine :smileyhappy:
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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May 17, 2013 11:20:19 AM
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Guru

ECERRL wrote:
The tmobile firmware update has also been ported over to the att variant of the sIII.. why does THEIR software work on YOUR device that supposedly "needs to be tested"

If only I could give 100 kudos to this post! Unfortunately, AT&T has a habit of dragging their feet when it comes to Android updates. The HTC One X just got the 4.1.1 update in the beginning of March. Although AT&T apologists will state that "AT&T must test the firmware extensively...", this is clearly a case where lack of urgency is the culprit. Every major (as well as a few minor) carrier in the U.S. has rolled out the update. Obviously, it works just fine with their networks. I do not buy the "testing" excuse.

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May 17, 2013 11:38:08 AM
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Guru

Evandela wrote:

In the U.S as you are aware, the carriers must first test the software before they release it because they assume responsibility if something goes wrong, not the manufacturer.


Perhaps it's high time that carriers stopped meddling in the update process (read as: infesting updates with bloatware) and allowed the manufacturers to do what they should be doing in the first place? Clearly, the carriers do not control the update process for the benefit of the consumer. They control it for their own benefit only. I've been very public on this forum, as well as several others, that my Galaxy S3 is the last carrier variant phone I ever purchase. As such, I have absolutely no reason to renew my contract with AT&T. Am I going to leave? Maybe, maybe not. However, I certainly won't be tied to them. There is no excuse for dropping the ball on a flagship device.

 

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May 17, 2013 11:59:23 AM
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Professor

Just how long are you people going to complain about AT&T's proven track record of not releasing updates in a timely manner? Fact of the matter is, you can expect similar delays with most, if not all other carriers, and even if some random update for some random device has been pushed to everyone but us, is it really any surprise? You know what the definition of insanity is, right?

 

You want updates straight from Google's mouth? Get a Nexus.

You want it NOW NOW NOW? Root your device and flash it yourself. Samsung was even kind enough to make ODIN available to the public.

You're tired of being tied down by a contract? There's plenty of pay-as-you-go options out there.

 

Crying about matters whilst doing absolutely nothing to remedy your situation should never be an option.

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May 17, 2013 12:40:56 PM
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Guru
@jii:

There's a distinct difference between complaining and venting one's frustrations. Personally, I'm not expecting AT&T to change their ways just because of a few posts on their forum. On June 26, I'll be placing an order for the Samsung GS4 Google Edition and saying goodbye to carrier variants. Full access to AT&T's LTE, direct from Google updates and not having to sign another contract - how can anyone complain about that? :smileyhappy:

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May 17, 2013 5:59:35 PM
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Scholar
Paying customers have every right to vent about bad service, especially when the competitor offers the exact same phone but better support for it. No, you shouldn't have to root your phone nor have it loaded with stuff you'll never use. Apple doesn't do it that way and they aren't the whole market. Most ROM's either have bugs or cut out major features altogether so frankly that's a poor solution to the problem. The problem is AT&T not providing adequate product support and it ends there. They need to remedy it, it's not the consumer's place to do their job.

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May 18, 2013 8:24:14 PM
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Professor

Amen to that. With my last device, I had to unlock the bootloader, root, and flash a custom rom just so I could get it updated and remove all the bull they had preloaded on it. Now, I have a Nexus 4 that runs as smooth as butter and I don't have to wonder if it is gonna be updated.

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May 18, 2013 11:49:47 PM
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Professor

Let's be honest with ourselves here and just say that ALL ROMs, whether OEM or cooked, have bugs. As for major features being left our by various chefs, you can find .apks for just about anything now, including carrier specific apps, so that's not an issue either.

 

Sorry, but I stand by my previous point.

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May 19, 2013 7:17:48 AM
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Mentor
Sorry ur only here to ush buttons

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May 19, 2013 7:18:50 AM
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Mentor
Jii is not helpful in the least and is suggesting to users to void warranty.. not a viable solution.

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May 19, 2013 1:44:04 PM
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Professor

No, I am suggesting you take some ownership over your situation and try to remedy something yourself, since it would seem that you're not going to be getting the official response you desire anytime soon. If that is beyond you, then that's your problem, not mine.

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May 21, 2013 4:54:06 AM
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Scholar
Absolutely right. Not only that but besides the warranty issue you still have potential to brick your phone entirely. Rooting is not a valid remedy to the problem, the problem being AT&T not doing their job. With a lot of Samsung phones features being software based that's ridiculous to offer as a"solution" along with adding single apk's to get back functionality you lose or quell "bugs". The average user is not that technically inclined anyways.

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May 21, 2013 10:22:13 AM
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Professor

With the public availability of ODIN from Samsung, bricking your phone is pretty much impossible.

 

Also, I had never mentioned anything about installing an individual .apk to "quell a bug." What I had mention was that ALL ROMs come with bugs, either cooked or OEM. The adding of an OEM .apk would be a solution to reinstalling some native app a particular chef might have left out of a particular ROM.

 

You really should do more research on a subject before speaking out on it.

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May 21, 2013 7:59:50 PM
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Mentor
We dont want a "remedy" that voids our warranties AS STATED BEFORE. We are looking for an official release or at least acknowledgement that one is coming. Ur suggestion isnt unhelpful Jii it is only unhelpful to those who want an official solution. Please start a new thread if you would like to inform of rooting or romming

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May 22, 2013 11:26:44 AM
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Professor

Yes, you had mentioned that already. My last post wasnt addressed to you. I'm sorry, I should have quoted the poster I was addressing.

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