Welcome to Android Forums, Brian.

I've moved your question into the Captivate support area for you.

 

The phone has a proximity sensor on it that is supposed to "see" when the phone is up against your face and lock the keypad. Maybe the sensor isnt working right. You can test it. Lay the phone on your desk, make a call to say, your home phone (so someone is on the other end going, Hello? Hello?) and pass your hand over the top part of the screen within an inch or so and see if the screen shuts off. Then pull your hand away and see if it comes back on. try it a few times.

If it isnt working right, maybe echange it. If it is working right, maybe she is moving it just right that it's "tricking" the sensor. In which case you my be best off using the headphones that came with it, or investing in a decent hands free unit.

 

Lol, I understand, good luck my friend.

 

>>> But she's insisting I get her phone "fixed" and that posting for help here isn't good enough...

So much to say, so little room to say it in.

 

I don't think it's the phone that's the problem here...

 

I was going to delicately ask whether your wife has chubby cheeks...a question I haven't had the opportunity to ask in my entire life. Before I did this I decided to experiment. I made a call and tried very hard to push my cheek against the phone to end the call. Couldn't do it.

So, unless she is perpetually communicating in areas with lousy reception, exchange the phone.