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LG G4 boot problems

Journeyman

LG G4 boot problems

I can't believe I've been dealing with these same issues for over a year now.  Back in June 2015, my wife and I upgraded to the LG G4.  About 3 weeks after we got our phones, my wife started experiencing no MSL and boot-loop issues.  We went through hell trying to troubleshoot with Sprint, and nobody knew what was going on.  It was escalated twice, but after 2 weeks of not hearing back from Sprint, I filed a Better Business Bureau complaint.  The issue was quickly resolved by a member of the Sprint executive and regulatory services.  My wife was issued a new LG G4; however, the replacement began having the boot-loop issues again almost 2 months later.  At the time, my wife commuted 100 miles a day roundtrip to work graveyard shift, so this was unacceptable.  They replaced the phone with a Samsung Note Edge, and she hasn't had any problems since.

My boot-loop issues started a few months after I upgraded during the Thanksgiving weekend. When I brought my phone into the Sprint repair center, I was told it would take at least 2 weeks to get a replacement.  I was also told there was no guarantee I would get the newer batch of LG G4s that supposedly didn't have these hardware issues.  So, I contacted the representative who helped me with my wife's phone to see if he could ensure that I get the newer batch or a different model all together.  He replied back via email to inform me that he would discuss it with his team.  I was later informed that they could not help me, and that I should go back to the Sprint repair center.  When I went back to the Sprint store after a week, I was told that I needed insurance by one of the reps.  I was so fed up that I walked out and decided to ship the phone to LG and have it repaired by them instead of dealing with their crap.  It took about 2 weeks for LG to repair.  So, for 3 weeks my phone was out of service.

The repaired phone worked fine for 8 months until the beginning of this month.  On August 1st, I started having the boot issues again.  I was at the mall with my wife and we split up to go shopping.  When I tried to call her, I noticed my phone reboot and then get stuck on the LG logo screen.  All this time I thought the phone had been fixed not!  I walked the entire mall to look for a payphone to no avail!  However, I did find a Sprint store inside the mall and the manager was able to verify my problems and notate it on their computer system.  They also let me use their phone so I could contact my wife to meet me at the Sprint store.  Unfortunately,  that particular Sprint store was not a repair center.  The next day during my lunch break, I went to a Sprint repair center only to find out that their technician was not in that day.  I was also informed that once the technician verifies the problem that it could take a week or more for the replacement.

This is the 4th time I've had to deal with this boot-loop issues of the LG G4.  When I had it repaired in December, it was supposed to be permanently fixed since LG knew about the problems with serial #s starting with 505-508.  Now I am reading that it's a problem with all LG G4s because of 2 particular cores running hot.

I filed a second Better Business Bureau complaint regarding this on August 3rd, and was contacted by Bridgette from the executive and regulatory dept. on August 5th.  She informed me that she would discuss this matter with her team, and get back to me with a resolution.  I informed her that I was using a wifi-phone, and that if I did not answer she should email me.  Unfortunately, I haven't heard anything back from her or Sprint and it's now August 11th.  It's been a week since I spoke to her.  Have they forgotten about me?

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23 REPLIES 23
Sprint Social Care

Re: LG G4 boot problems


Hello rmsalo

We understand where you are coming from. I don't blame you for being upset. I would like to take a closer look at your account. Please send us a private message with your phone number and account PIN, or answer to the security question by clicking HERE.

Juan

Sprint Social Care


Juan
Sprint Social Care
GrandMaster

Re: LG G4 boot problems

was your replacement device in the 505-508 range as well or was it a newer model of the G4?

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I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Journeyman

Re: LG G4 boot problems

My wife's replacement phone started with 505, and that failed within 2 months.  My device was not replaced, but it was repaired by LG in December. When I mentioned the bad batch of G4s from 505-508 to the LG rep, I was informed that they were aware of that and that previous fixes did not work.  The rep informed me that this fix should be permanent, however, after 8 months it has failed. Serial number also starts with 505.

Journeyman

Re: LG G4 boot problems

Thanks Juan!  I sent you a PM.

GrandMaster

Re: LG G4 boot problems

did you get anything saying what they originally replaced out? im curious to see if they originally tried replacing out the board or something else. i would think board but to be honest you never really know.

*********************************************************
I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Journeyman

Re: LG G4 boot problems

The repair on your LG mobile product has been completed and shipped from the repair facility.

Defect:

Main Display-Line/Segment

Repair Results:

LCD (Main/Sub)

Repair Cost:$ 0.00

Warranty Status:  In Warranty

Tax:$ 0.00

Journeyman

Re: LG G4 boot problems

Earlier today, I posted a comment regarding my issues on the Sprint Facebook page, as well as this forum.  Within an hour, I had 4 Sprint reps message me requesting my number and PIN so they could look into my account.  I sent a PM and waited all day for a response to no avail.  It's probably unreasonable to expect a response so soon, but if 4 reps can message me within an hour to request my account info then I would think they could at lease give me a quick update.

So, this evening I decided to have an online chat.  The chat specialist immediately transferred me to a chat supervisor.  No joke, it took 45 minutes for him to research and go through the account notes while apologizing every few minutes for the delay.  I even gave him the case number to expedite things.  In the end, he informed me that the executive and regulatory services team was still working on a resolution.  Seriously?  Does it take more than a week for them to come up with a decision!  Anyway, he informed me that he sent an email to that exec team and I should be expecting a call/email within 24 hours.  So, I am guessing I won't hear from them until next week on Monday.

Journeyman

Re: LG G4 boot problems

By the way, when my wife's LG G4 started having issues last July 2015,  I posted details of the problem along with the hassles that we went through to try and get a resolution in this Sprint community forum on July 10, 2015.  Today, I tried to find my earlier post, but it seems like it has been deleted or hidden by Sprint.  Luckily, I still have the emails that were sent to me by the online customer service reps when they request your account info and PIN.  But when I click on view the discussion, I get this message "Unauthorized, access to this place or content is restricted.  If you think this is a mistake, please contact your administrator or the person who directed you here."  It seems like they only keep posts for up to a year, but I posted in this discussion on July 10, 2015.  When I look at the oldest posts that's still available, it dates back to early June 2015. 

Highlighted
GrandMaster

Re: LG G4 boot problems

they swapped out the screen?

*********************************************************
I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Sprint and my suggestions and or opinions are my own. *************************************************************************************************************
Journeyman

Re: LG G4 boot problems

First of all, I have no idea what they replaced but whatever they did fixed the problems for 8 months.  All I know is that is what was stated on the repair bill.  The phone was constantly rebooting with an occasional vertical split-screen where half of the screen was a colorful static.  Eventually, it would not boot at all and it stayed stuck on the LG logo screen.  I purchased that phone in 06/2015 and didn't have those problems until end of November.

Now, 8 months after the repair I am having problems again.  The phone would bootloop and stay stuck on the LG logo screen.  I tried a hard-reset and it would just hang.  This phone is just plagued with problems.

I found a link to a website which stated that even newer models of G4 have been affected.  So, I did some searching last night and found on various forums that there are some people with serial numbers beginning with 510, 512 and even 602 that are having boot issues. It's not just limited to 505-509 models.


Taken from [inappropriate link removed]

"Complaints regarding the issue could be seen around the Internet since September last year, with the issue first thought to only affect the early models of the LG G4. The issue was initially flagged as a motherboard problem on certain variants, but even newer models of the smartphone have been affected by the bootloop issue with no solution in sight."

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Sprint Social Care

Re: LG G4 boot problems


Hello rmsalo

We sent you a private message waiting for some needed information. Please take a second to review the message.

Juan

Sprint Social Care


Juan
Sprint Social Care
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