Letter written to LG and response from LGGeneral


  1. karendar

    karendar Well-Known Member

    Hello Frederic St-Pierre.

    We are aware of the situation and are working diligently to address the issues brought forth by our consumers. We unfortunately don't have an estimated time of completion at the moment but when a new update has been created it will be posted on our website

    Regards

    Dave H.

    LG Customer Service
    LG Canada

    This email and any files transmitted with it are intended solely for the person or entity to which it is addressed and may contain confidential, proprietary and/or non-public material. Any review, re-transmission, or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error, please notify the sender, delete the email from your system, and destroy any printouts or copies.


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    Received Date : 01/18/2012 12:23 09
    The type of inquiry : Software/Hardware updates
    Product/Model No. : GSM/LGC710H

    Hello,

    Ever since LG and Telus upgraded the Android OS on the LG710h phone (Known as Shine Plus), alot of members from the Androidforums.com Community have been having issues with the wifi erroring out and getting black screen freezes. We believe that these issues are related and we do not have the knowledge to fix them. See the following URLs for reference:

    http://androidforums.com/lg-shine-plus/436894-black-screen-reboot-problem-after-v2-3-3-upgraded.html
    http://androidforums.com/lg-shine-plus/450014-wifi-error-need-remove-battery.html
    http://androidforums.com/lg-shine-plus/433020-screen-issues-after-3-2-2-update.html

    Main forum: LG Shine Plus - Android Forums

    We are sick and tired of all the problems encountered by upgrading to Gingerbread. A fix needs to be issues ASAP to fix the wifi drivers. We're frustrated with the problems and alot of us lost faith in LG phones because of this.
    Please respond back as soon as possible.
    Thank you for your time.

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  2. rymanh

    rymanh Well-Known Member

    it is a very generic response you received from LG but it does give a glimmer of hope for some kind of a fix coming out, sadly by the time If and when it's released i will most likely be on to my next phone. but it would be nice to keep my Shine plus as a reliable back-up..perhaps testing as well..
  3. karendar

    karendar Well-Known Member

    Agreed on the generic response. They do acknowledge that there is a problem though, which is a positive sign. I do agree that support might take too long most of us will grow tired and move on to the next phone that comes along. Fido released two Android QWERTY keyboard phones in the last 3 months, so might end up switching over to those for the girlfriend... She's getting mighty pissed off at her cellphone lately.

    One thing's for sure, won't be an LG phone next time!
  4. rymanh

    rymanh Well-Known Member

    I was talking to someone on youtube about LG and this person mentioned that they also received a buggy update from them something about the phone rebooting in the middle of phone calls! which actually sounds worse than our problem.. he also got the same kind of response about it from LG as have gotten..

    yes I am very hesitant to buy another LG smartphone too..

    even though it was my first android phone it didn't turn me off from the platform.. I absolutely love android, as I am someone who likes to tinker and play with my phone. I get bored easily and the lack of limitations that Android brings to the table is enough to keep me as a customer for the foreseeable future.. I also now know a lot more about smartphones, and how they work. I can speak semi-intelligently about Flashing and custom ROMS/Kernels. I'm sure as time goes on my knowledge will only grow on the subject.
  5. karendar

    karendar Well-Known Member

    Agreed about Android. I'm on my 5th android phone and currently rocking a Galaxy S2... Best phone I ever owned. ;) Love to mess around with it...

    I'm actually working on a wifi workaround fix. It COULD fix bluetooth at the same time as they're related... But no promises. All I have as issues here is wifi and black screen... Rest works pretty good.
  6. rymanh

    rymanh Well-Known Member

    I am thinking about getting the s2x from Telus but i might get the s2 from bell, unlock it and use it with my telus simcard because as far as I'm aware it has the exynos chip.. haven't decided but I'll most likely go the easiest route and get it from Telus... however by then the galaxy note will be released.. decisions decisions ..don't you love first world problems!!

    even after i get a new one I'll still check back in here though to see what's up and new
  7. karendar

    karendar Well-Known Member

    I'd suggest the Bell Galaxy S2 if you're gonna go the custom ROM route because of the Exynos chipset... It's alot easier to play with and has more options. Although there's the Galaxy Nexus now which is AOSP love. Always fun to upgrade to Icecream Sandwich right away!

    Galaxy Note is excessive I think... Hell even the Galaxy Nexus size wise is excessive. :|
  8. rymanh

    rymanh Well-Known Member

    yeah I really have no need for a phone that big! I don't have hands like Shaq!!

    Galaxy nexus looks good but I still think that GS2 is a better option, if I don't like Touchwiz. then i can install Nova Launcher after it gets ICS. or a custom rom.. but I most likely won't do that until I get bored of TW..

    i have looked at how to root the GS2 and it looks extremely simple however there are mixed results when it comes to unlocking it.. and the deciding factor is being able to stay with Telus because I get a really low rate with them..

    this is prob a subject for a different forum lol... oh well
  9. karendar

    karendar Well-Known Member

    Eh. Who's gonna care if it's off topic? ;) Maybe LG should care! haha.

    The only gripe I have with the G2X is the fact it doesn't have a huge custom ROM section for it... Other than that, both phones are fine. ;)

    As for touchwiz, the launcher SUCKS immensely... The rest of touchwiz features are neat though. (Slide contact to call, slide to text, brightness slider on notification bar, etc.)
  10. rymanh

    rymanh Well-Known Member

    i agree, touchwiz has some great features but it's not very pleasing to the eye especially compared to stock 4.0.. I detest the dock bar on it mostly and the first thing i will probably do is install a new launcher

    been looking online to buy an unlocked gsm galaxy s2.. after shipping it actually costs less than buying a locked version here from Bell.. I think i just solved my problem..
    the only problem is you don't get a warranty with it
  11. karendar

    karendar Well-Known Member

    Warranty is a nice to have if you know the phone might have issues... I had a 1 year warranty with Expansys when I bought my international version. I gladly never used it. And alot of people who had issues with the camera, issues with the screen, issues with the battery, etc... I had no issues at all. ;) The launch phones weren't always 100%, everyone after july though was solid apparently...
  12. rymanh

    rymanh Well-Known Member

    if LG has taught me anything. it's that it's good to have a warranty!.. Ill be spending over $600 on it. i think it would be better to have that extra reassurance in case there is a problem with it. prob better to pay a little extra and get the warranty.. but i'll keep looking and might find a great deal
  13. karendar

    karendar Well-Known Member

    Bestdirect has the international version going for 589 free shipping, with insurance and taxes (Only 5% GST) you end up spending 628...

    Buy Samsung Mobile [i9100 16GB] Samsung I9100 Galaxy S II 3G Unlocked Android 2.3 Phone 8.0MP Camera 4.3IN Touchscreen GPS WiFi 16GB

    Brand new with Samsung international warranty! :D haha... I paid roughly that price at launch though. :|

    White one at 587.99 taxes and shipping included.

    Newegg.ca - Samsung Galaxy S II White 3G Unlocked GSM Smartphone w/ 8 MP Camera / Android OS / 16GB Internal Memory (I9100)
  14. rymanh

    rymanh Well-Known Member

    Thanks!! I'm also looking at Kijiji if i can find a good price on a brand new S2X or international version i will buy it up right away.. it would be good cause i won't have to pay taxes and save almost $100
  15. karendar

    karendar Well-Known Member

    I'd sell you mine just because I want to try out the Galaxy Nexus... But then again, I don't have the extra 200$ to buy it. ;) haha.

    Good luck with that! Hope you find a good deal.
  16. rymanh

    rymanh Well-Known Member

    most ppl are selling it "new" or "like new" still with warranty for around $500-550..

    i have also thought about the Galaxy Nexus the screen and instant ICS are both a huge selling factor.. it's a much more refined version of android and will cut down the fragmentation ( hopefully ) it's a clean and beautiful UI I envy the owners of galaxy nexus or nexus s just for that they have a stock ICS experience without any modifications.
  17. DC1022

    DC1022 Well-Known Member

    Does anybody think that an actual update will ever come for the Shine Plus?
  18. karendar

    karendar Well-Known Member

    I'm pretty sure LG will eventually release a new version of the gingerbread update... But this all depends on how much pressure Telus puts on LG to complete it. The best way is for all you telus users to complain. Often and loud. This puts pressure on the carrier to fix the known issues and to give you a fixed version. Telus was the one who pulled the plug on 2.3 because they got ALOT of returns from people who got the OTA update... Telus can pressure LG into fixing the crap they released.
  19. Benntt

    Benntt Member

    Well I am doing what I can. I just took my Shine Plus back to the Telus store for the third time.

    The first time I kind of played dumb and just showed them how it freezes when it goes to sleep with wifi on. It came back the same as I sent it out.

    The second time I specifically asked if it could be rolled back to 2.1. The tech at the store wouldn't admit to knowing about how common the problem is but wrote down on the work order the request for the roll back.

    I went to pick it it up again yesterday and it still has 2.3.3 so I called 611 to talk to a Telus agent. He looked up in their file on the phone and read out to me part about the customer having the option to send the phone back to be rolled back to 2.1. He said he would put a note on my file and asked me to try sending it back one more time before they do something else for me.

    So I took it back to the Telus store today then called 611 to confirm that the note was made on my file last night (it was). The manager at the store was reluctant to take it back, but I got him not to indicate any specific problems, just the request to send it back to me with 2.1 on it.

    I have another Shine Plus (on sale at London Drugs down to $80) and am using a Nexus S right now, but now I won't let this go on the principle of it.
  20. karendar

    karendar Well-Known Member

    Very good, don't give up! It's not because the userbase is smaller that we deserve less support!
    rdavb likes this.
  21. rdavb

    rdavb New Member

    On my side, I have returned the phone twice to LG (via Telus) because of that issue.

    The first time, they told me the problem was physically solved (The person at the store told me they changed hardware). I knew this was a software problem, so I smiled innocently while bringing back the device home to test...

    The *** Problem was still there, as I had expected. I then kept asking Telus to do something for me. It was mid-october. I was really frustrated and called back Telus Customer Support a couple of times during october and november. I had some of the crappiest customer service that I ever had. I even think Mcdonald's customer service is way better, and their burgers don't cost 40$ / month (even if you buy one once per day).

    Telus even told me to try to sell the phone to buy a new one. They kept telling me that as long as the manufacturer's warranty is good, they will keep sending it back.

    One person from telus even told me (via email) that LG would rewrite the code of Android for me, wrapped in some bullshit paragraph. That was really funny. I kept all that information written down. Then Christmas came, and I stopped all that. In January, I called back, all rested from vacations.

    I was again told to bring back the device to Telus so they send it to LG. I kept explaining that there was clearly nothing else to do than a software update, and that is a costly thing (programmers, time, etc). I explained that I thought and knew LG would not do such a thing in such a timely matter. After all, I am paying for a phone that says it has a Wi-Fi antenna, but can't make it work.

    I noted most of things that were told to me. I then wrote another email to Telus, this time very clearly telling that I want to speak to someone more responsible than the first line customer service, explaining all the bad service that I had recieved. Nothing happened for a while, and on a nice friday afternoon, I decide to call again the so not good service at *611*.


    I kept my calm and went trough my file with most of the written emails, and some of the posts from this forum. I explained myself clearly to the guy on the phone, and told him all that happened. After a couple of tries to push me to return the phone and wait another 3 weeks, the guy finally told me to go to a Telus Store and call back customer service from there. So that is what I did.

    MYSTERIOUSLY, at the store, when we called, my account had new offers on it (meaning I could get most of the 0$ phones for 0$, in exchange of a renewal). I chose a phone (I was somehow tired of sh*tty phones, so I chose the galaxy nexus), and I renewed. I came back few days after, when the phone I chose was delivered to the store.

    GUESS WHAT. Telus had removed the offers from my account, just letting some dying blackberries for 100$ and some iPhones, things that clearly nobody that has tasted android wants. I was kind of really, really tired at this point. I cannot hide that I wanted to send an army of blood-drinking crows on Telus's buildings. But I kept my calm, and again, Called the *611. I explained my story to the person at Telus, and she told me to send back my LG Shine for repairs, so that they could check on my Wi-Fi problems.

    Try Not to Cry.

    Then, I explained to the nice lady on the phone that I would kindly let her speak to the store manager, and that I had ordered the phone just few days ago as it was not in the store's inventory at the time. That, was clearly unacceptable from telus to remove it from their offers list. So she tried to tell me that offers were temporary and blablablabla. I listened to her, and told her that it was clearly, clearly unacceptable, and that I would let her speak to the store manager. She spoke to her, and they concluded that there was nothing to do for me, and that I could either send back the LG shine, or get a blackberry or other offers.

    MYSTERIOUSLY, in the minute after, the Galaxy nexus reappeared on the offers on my account. I quickly concluded the transaction of 99$ (promo for 3 years) for the 650$ phone. Then, I sent back the LG shine for repairs, as it was still on warranty.

    What is to remember in that story is: Telus sold you the phone. Telus should solve this matter for you. If not, you can clearly stalk/spam/call them until they offer you something that works for you. Laws are pretty clear about things that are sold and that don't function properly, and Telus knows that. LG is just the big evil /*%& that does nothing. Telus further told me that they would take this into account when renewing partnerships with LG, and that they were aware of such problems.
    karendar likes this.
  22. karendar

    karendar Well-Known Member

    Nice to see Telus is living up to its name. ;) Glad you got a deal on a Galaxy Nexus, that's a terrific upgrade. Not all is lost on the shine plus front though! v10d users are still happy with their phones (as far as I can tell) and v20a people might eventually get a v20b bug fix edition.

    So lesson learned for all of us? If your phone gets a software upgrade, BE CAREFUL :D And make sure you can rollback in case of issues (Like most Samsung phones or the Nexus line)

    LG should really rethink their baseband model. Flashing a modem.bin is SO MUCH EASIER than the crap they use.
  23. Benntt

    Benntt Member

    Okay, an update:

    I picked it up for the third time on Saturday with a message that the repair facility was unable to downgrade it to 2.1 (no surprise). So I called 611 again this morning and some offers were put on my account as well.
  24. karendar

    karendar Well-Known Member

    Telus must have magical offer fairies that fill your account with offers whenever a user feels dissapointment! What great customer service. ;)
  25. TheSarge

    TheSarge Active Member

    I wrote a similar message to LG. Let's see if I get the same generic spamtastic response.

    In other news: **** LG!:mad:

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