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Finally calling samsung re: shutdowns

Discussion in 'Android Devices' started by neo1973, Dec 21, 2010.

  1. neo1973

    neo1973 Well-Known Member
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    Going to the website, hoping to maybe curb the pain of talking to someone overseas, I click on the "Live Chat" option: Down due to traffic.

    Try the self help: Down, no explanation.

    This is going to be bad, I can tell already...

    /sigh
     

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  2. drapacioli

    drapacioli Well-Known Member
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    Samsung is not known for their support, but their lack of support. I wish you luck in your crusade, let us know how it goes.

    EDIT: v Good idea. Do that instead :)
     
  3. sremick

    sremick Android Expert
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    They will suggest you do a factory reset.

    They will then offer to exchange it. Your replacement phone may or may not exhibit the same problem.

    Don't go into the call/chat expecting anything more than the above.
     
  4. neo1973

    neo1973 Well-Known Member
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    Round 1 - Samsung.

    He was a pleasant person, but I am a bad liar, so I couldn't tell him I had already done the factory reset, since I hadn't. I'll try it, and when it turns off tonight, I'll call back tomorrow for the return.

    Highlight of the call - "Rest assured that this is an isolated issue..." Got a chuckle out of that one.
     
  5. neo1973

    neo1973 Well-Known Member
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    *** edit- I want to get all the stuff off of my phone. What is the quickest and easiest way to do this, please?
     
  6. Jack45

    Jack45 Android Expert
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    As I've written before, a root canal is a better option than calling Samsung. Less pain, more benefit.
     
  7. sremick

    sremick Android Expert
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    As in, making a backup so you can restore it later?

    If so, I point you to the Captivate FAQ:

    Backup - CapFAQ
     
  8. neo1973

    neo1973 Well-Known Member
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    I meant just dragging and dropping all my photos/ music/ vids somewhere, ie my desktop. I figured it out, though, from your capfaq link.

    Thanks.
     
  9. neo1973

    neo1973 Well-Known Member
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    btw, has anyone had success with a factory reset stopping the random shutdowns?
     
  10. rocketcuse

    rocketcuse Newbie
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    My fiancee's phone from day 3 had random shutdowns. About 1 a day. I installed Captivate Keep alive (something like that, can't remember exact name). Was a real battery drain but worked. I did a factory reset for a different issue (Market wasn't auto updating). That was about 2-3 weeks ago. I never re-installed that keep alive app...so far, no shutdowns.
     
  11. art__

    art__ Newbie
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    So Cal
    My random shutdowns were getting progressively worse so I decided to do a factory reset, but it honestly did not help for long if at all. I then found Captivate Keep Alive as stated previously, but that also only worked for a few days and I had to constantly adjust the settings.

    I decided to make a leap to a custom ROM and that has been the best solution in my case thus far. I haven't had any random shutdowns since I installed one which has been about a month now. If I were you, and your biggest concern is indeed the shutdowns, I would go down the list trying the least destructive of the options first (i.e.. Captivate Keep Alive, then Factory Reset, then maybe a custom ROM OR return the phone to get a replacement if worse comes to worse)
     
    A.Friloux likes this.
  12. neo1973

    neo1973 Well-Known Member
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    So 1 yes and 1 no.

    You know, I was shutdown free - then I put some apps on it it started. Took the apps off and all was good for about a month. Then it started again. We'll see how it goes with the reset; I'm not putting any apps on either until either 1) I go a week w/o or 2) it starts immediately back up so f it.

    CKA isn't really an option for me; I use a ton of battery and Samsung should be addressing this issue.

    Rooting and ROM I have been told is NOT a fix and that YMMV. If I do decide to ROM it, it will be b/c I want to be a l33t haxxor and cool like those xda guys :D. Also, there is no evidence that 2.2 will fix the problem either.

    If the reset doesn't work, its off the the factory and I'll have to decide if I want to go back to my Propel or SLVR (great phone, btw.)
     
  13. neo1973

    neo1973 Well-Known Member
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    well, thats that.

    Already shut down.

    It was nice that he feigned ignorance but said "We can do the factory reset or ship it back to the repair center." Usually they have 10000000 excuses before they take merchandise back.

    *fingers crossed for a non-brokea$$ cappy coming back to me**
     
  14. drapacioli

    drapacioli Well-Known Member
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    I assume that means you are sending it back. I hope everything goes well.
     
  15. sob33316

    sob33316 Member
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    I just got a replacement for mine. I was getting random shutdown with stock and cooked roms. If you go through ATT they will ask you what version you are on, what color is the label under the battery (water damage check.....voided warranty if it isn't white), and they will ask you to back everything up and do a master reset. I still got to use my old phone while i waited for the new one to arrive. Might be an option if you don't want to lose your phone for a couple of weeks.
     
  16. drapacioli

    drapacioli Well-Known Member
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    AT&T is generally very good when it comes to getting a replacement phone. Usually if you say you want a replacement, they will do so, as long as you don't abuse the privilege. What usually happens is they send you a box with the replacement phone in it as well as a return slip for the defective one. You send the defective phone back via the box and slip they provided. If you do not return the phone within a timely manner (2 weeks I believe), they will charge you for the second phone, so don't delay too long in sending the defective one back.
     
  17. sob33316

    sob33316 Member
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    That is exactly what happened and how it happened. 2 weeks and i just got a reminder text today.
     
  18. drapacioli

    drapacioli Well-Known Member
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    Yep, my family made the mistake of buying the Lg Vu. We bought 4 of them, all 4 broke at least once. That was a nightmare after the 4th one, we had to go to a corporate store and prove the 5th one was defective. I hope no one ever has to go through that with a phone. From now on our family is not buying all the same phone again either, though we somehow ended up with 2 Captivates lol.
     
  19. neo1973

    neo1973 Well-Known Member
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    Bought through wirefly, so I'm s.o.l on taking it back to ATT.

    Unless someone tells me otherwise :D
     
  20. drapacioli

    drapacioli Well-Known Member
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    Wirefly offers a 14 return/exchange policy. If you are beyond that, Wirefly will most likely be of no help.

    Wirefly Return Policy - 100% customer satisfaction on all cell phones & plans.

    If you purchased your cell phone with a 2-year contract, I think you can still call AT&T for customer support, however I'm not sure what they will tell you in that case. If you pester them enough about it they may be able to do something about it, but no guarantees. I still recommend calling them as they will be able to at least point you in the right direction. If you get nowhere, you can also try Samsung, there should be a limited warranty on the phone, usually it's a year. You will most likely just need a proof of purchase (I.E. reciept).
     
  21. art__

    art__ Newbie
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    What about your manufacturer warranty through samsung? You have 1 year. Worth checking out.

    Samsung Captivate™ Android Smartphone

    EDIT: Just noticed the post above mine. Sorry for posting double info.
     
  22. mnemonicj

    mnemonicj Android Enthusiast
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    If anyone is considering going with LG phones, I hope their smart phones are better quality than their other phones because we had the same experience with my wife's LG Shine. It was replaced by AT&T twice, the first within 1 year of purchase, and the second within 90 days of exchange. The third phone worked poorly enough that I used my AT&T eligible upgrade to replace her phone with a Samsung Eternity. She did have to do an exchange on her Eternity within the first year, but the second one lasted more than a year before we upgraded to Captivates.

    Just a word of warning, don't go from the Samsung Captivate to an LG phone to get a better quality phone. It may be similar quality to Samsung or worse.
     
  23. drapacioli

    drapacioli Well-Known Member
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    The LG Vu is a smartphone, so no, they are not better quality at all. One thing's for sure, I am never getting an LG phone again. As for Samsung, I'd still choose a captivate over an iPhone 4, even with the lack of support and occasional lags I get. Having said that, if a better featured smartphone is available from a more reputable manufacturer when my contract is up, I will certainly go for it over Samsung

    Just a tip if you do switch phones, be sure to do your research on several phones by the manufacturer you are looking at, it will give you a good description of common problems to look out for and bugs that may need fixing in the future.
     
  24. mnemonicj

    mnemonicj Android Enthusiast
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    Not according to AT&T, otherwise it would have required a smartphone data plan. When the Vu was available it did not require a data plan and if you did get a data plan it was only $15 a month rather than the smart phone data plan that was $30 a month. The LG Vu is similar to the Samsung Eternity, they are considered feature phones, mostly aimed at texters.

    I believe the line drawn by the carriers (in most situations) is that smart phones have corporate e-mail capabilities like Exchange or Blackberry mail support and iPhones (which now supports Exchange but didn't used to). Of course there are exceptions to every rule so that AT&T can charge you more for a phone that they consider "smart".
     
  25. drapacioli

    drapacioli Well-Known Member
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    True, I forgot it wasn't technically a smartphone. I believe it was listed as a quick messaging phone (Though it was anything but quick, Swype blows the LG Vu keyboard out of the water). I don't doubt that their smartphones are probably build better. I took a look at the LG Ally section of the forum and there don't appear to be many hardware issues, which is a good sign.

    I'm pretty sure HTC is a safe bet, it is considered one of the more durable brands out there today, along with Motorola and Blackberry (From a malfunction standpoint).
     

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