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<ATT Rep>: Hello, <Me>, thank you for completing the pre chat survey where you verified the account information. I will be a few moments to verify the information you have provided. Thank you for your patience.
<ATT Rep>: Sorry for the delay, I see that you are having an issue with your phone. I know how frustrating this can be. It is my priority to resolve this issue today and respond to any other questions you may have. What seems to be the issue with the battery after the update?
<Myself>: With the phone sitting unused, but on (screen off), the battery will only last about 12 hours. Before the update, it would last almost 2 days.
<ATT Rep>: Okay. Were there any new applications downloaded around the same time or are there maybe applications running in the background that weren't before?
<Myself>: no
<Myself>: this is a widely seen issue (many reports on the Internet), I was wanting to know first if the issue has been acknowledged by AT&T/Samsung/Google
<Myself>: and second if there is a fix in progress, and when it might be available
<ATT Rep>: Yes, I understand, thank you. I have heard of this before but I would have no information on any fix being presented. AT&T doesn't have any hand in the software development. I'm going to look into what sort of options we have, though. Is it alright if I take 2-3 minutes for this?
<Myself>: yes, that would be great
<ATT Rep>: Sorry for the wait, <Me>. I'm not finding any real information on this. I do have some suggestions, though.
<ATT Rep>: What you can try is to actually contact Samsung to see if there's any way to either reverse the update or find a fix for the issue. If not, we at AT&T could certainly look at a warranty exchange for either the phone or even just the battery, depending on where the issues stems from.
<ATT Rep>: I have the contact information available for Samsung, if you'd like to try that route.
<Myself>: Sure, that would help
<Myself>: Since this only seems to being experinced by AT&T customers, will there be any attempt by AT&T to push the issue with Samsung?
<ATT Rep>: I have no way of knowing, <Me>. I'm sorry I couldn't be more helpful.
<ATT Rep>: Samsung's toll-free number is 888-987-4357. I don't have any hours of operation available but I know I have called them well into the night before so they should be pretty well available.
<Myself>: It seems strange to me that AT&T is not helping to resolve such an issue their customers are experiencing.
<ATT Rep>: Well <Me>, I'm just a tech support guy. I'm not saying there's nobody working on this, in fact I'm sure they are. I just don't usually get this information at my level until they've reached a conclusion. I'm sorry once again that I don't have the information you are looking for.
<Myself>: OK. Is it possible for me to log a support ticket that might be escalated?
<ATT Rep>: There's no ticket for this issue that I can file. Our department files network tickets. A device and software issue is better addressed through the manufacturer.
<ATT Rep>: Is there anything else you needed help with today, though?
<Myself>: Nope, that's it
<ATT Rep>: Alright then, please enjoy the rest of your day.
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