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Sprint has issues with customers that own the Optimus S

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Journeyman

Sprint has issues with customers that own the Optimus S

So, I'm extreamly pissed off about the 2.3 Gingerbread update to the LG Optiums S!!!!

Recently, I had the "pleasure" of going to a sprint store after reading the post from Sprint about the issues with the Optimus S powercycling constantly. Here's what happened:

Me: Hi, I have an LG Optimus S that's been having issues powercycling every hour or so since the Gingerbread update. I've read the forums and done all of the physical troubleshooting advised from there, is there anything more that can be done to resolve the issue?

Sprint Store Rep: No, since it's a softwear issue with the LG Optimus S phones, and not a hardwear issue, there is nothing more that we can do. You'll just have to wait until the patch that fixes the issue is released.

Me: When will that be?

Sprint Store Rep: We don't know.

....

REALLY?! Common, since this is a known issue, and the LG Optimus S is a phone that a LOT of Sprint customers own, why not try fixing this issue ASAP with an ETR on when the issue will be resolved. The answers "I don't know" or "it may take a while" are NOT acceptable!!!! I also asked the Sprint rep what could be done about a swap, but since I'm still within my FIRST YEAR (good job guys... a first year customer complaining about your support and customer service is really good for busniss... that was sarcasm btw) of servie, I really can't swap unless I buy a new phone a FULL retail price... So apparently, my options are as follows: 1. swap for another LG Optimus S, have the same issue, issue not resolved!!!! or 2. pay FULL RETAIL COST for a phone that works...

Here's what NEEDS TO HAPPEN IF SPRINT WANTS TO KEEP MYSELF AND PEOPLE LIKE ME AS CUSTOMERS: 1. get the softwear patch out to Optimus S users ASAP (not in a month, two months, four months etc etc). or 2. Give us a ONE TIME upgrade for another android phone that is of equal cost.

Is this too much to ask?!?!!?

Still pissed,

Sprint customer that's issue is UNRESOLVED!!!!!

12 REPLIES 12
Journeyman

Sprint has issues with customers that own the Optimus S

At least they are replacing mine with a refurbsihed one.    I would go to a Sprint service center and get a used phone in exchange for your new phone that worked fine before the update.  /end sarcasm

Journeyman

Sprint has issues with customers that own the Optimus S

I feel your pain!!!

On or about Wednesday, September 21, 2011 my phone said it was updating and rebooted itself. It was the new 2.3.3 version. The first thing I notice was the black top with neon green, I didn't really like the black but it was just cosmetic and didn't really bother me. What did bother me was that the keyboard had changed. I did not like it, especially the fact that it's predictive text was horrible, totally useless in fact! Instead of predicting the word it gives names in your contact list and words you have used on your phone and they all start with a capital letter. I called it about it and they said that there would be a maintenance update sent out within the next week or 2 that would fix it. On Saturday my phone shut off by itself and I could not turn it back on using the power button, I took the battery out and put it back in and was able to turn it on. Sunday morning my alarm did not go off and I woke up late. My phone had shut itself off. I called Sprint customer care, on the way to church. The girl I spoke to said she would call me after church and get me though to a technician who could help me. Her supervisior got on the phone to confirm the call back which we scheduled for 1pm EST. She never called me back. After 2pm I called Sprint. Basically was told that I needed to take the phone to a repair center, nothing they could do. I did not want to do that as I had learned from my last experience that they would just hard reset it and that would only give me more aggrevation and probably not fix ther problem. Monday morning same thing happened, woke up, no alarm, phone was off. Took it straight to Sprint store, where they told me they would have to hard reset it. The guy assured me that it would more than likely fix the problem. It didn't, Tuesday morning same story. At this point I had noticed other problems with my phone, I couldn't save contacts, I couldn't set a personal ring tone, I was having problems when typing in forms online, and sometimes when I was on a call I was not getting notices of incomeing calls. If they did not leave a voice mail I would not even know I had missed a call.

I called Sprint and was told by a supervison that she was aware of the problem, she herself had the same phone with problems, but that the technician could downgrade the system for me. She transfered me to the technician who told me that was not true. He told me that they were aware of the problem and their only solution was to replace my phone. The replacement phones are refurbished, not new. I don't have a problem with that, but I want it to at least look new as this is no fault of my own that I have to keep replacing my original new phone. I was struggling to accept the situation and asked him to call me back in 2-3 hours. After 4 hours waiting I called Spint and spent more time being aggrevated. While on the call with them the technician called me and left me a voice mail, but I did not get to talk to him. Luckily he sent me an email, he had created a ticket for me to go get a replacement. I was told by Sprint that I could not do this over the phone. I had to spend my time and gas to go to the Sprint store wait for an hour so that they could write up an order for the replacement phone. What a waste of my time, this should have been done over the phone. I told the gentleman to make a note that I wanted a phone with a clean screen, no scratches. He said he did. I was to come back on Thursday.

I went in on Thursday, waited for almost an hour to pick up the phone and low and behold there were mulitple scratchs on the screen!!!! I know it might seem petty, but is it too much to ask? They ordered a replacement, now I was to wait till Monday, 4 more days with a bad phone. I called Spint totally beyond frustrated. I was speaking to a supervisor who told me she could get me anther phone to replace mine, not an LG Optimus, and it would be full touch screen, no keyboard, and I wouldn't not have to pay anything, she wanted to restore my faith in Sprint. She put me on hold, after awhile a girl picked up the phone and asked me for my number. Seems I was put back into the system. I explained that I need to talk to the supervisor and told her the name. She asked me what was the problem. I told her very briefly and asked again for the supervison. The girl got an attitute and kept trying to get me to give her all the details, which I was so sick and tired of giving and I just wanted to get back to the supervisor who was helping me. She put me on hold and never came back, after about 20 minutes of holding I hung up and called back. Of course you can never get to talk to who you were because there are over 100 call centers!

I finally got put on with another supervisor who assured me that she could get me this great new phone, but she had to put me through with the tech department, he assured me he could get me this great new phone, but he had to put me thought to a supervisior, who assured me, but had to put me though to someone else who finally told me the truth, they were all liars and no one at Sprint could do anything for me. I had to get my replacement thought the Sprint store. She was kind enough to say she would credit my account an inconvienince fee of $25, well at least that will cover the gas for all the trips to the Sprint store!

This morning (Friday) I talked to the manager of the Sprint store. He explained my options: get the replacement, hope it has good screen and works the way it should or down grade to a Samsung Intercept with touch screen and keyboard. He said he could in no way help me get a better phone. I am so disappoint in Sprint and their policies that only benefit them. I guess I am used to dealing with companies that want to make their customers happy and will go out of their way to make sure of it. Not say sorry you are having this terrible experience but I can't do anything to make up for it. Here's $25 for your inconvienience.

Journeyman

Sprint has issues with customers that own the Optimus S

If you are having the issues with gingerbread update like everyone who owns a Optimus S is having (including me) I suggest that you take your Optimus to a service center and have them wipe gingerbread off and reinstall froyo 2.2. Untill Sprint and LG improve this software or replace the optimus's that have been effected by this corrupt software this is the only thing you can actually do. Hope this helps. It helped my optimus

Wizard

Sprint has issues with customers that own the Optimus S

Please see this thread for instructions on how to revert back to the previous software release (Froyo). 

Patron

Sprint has issues with customers that own the Optimus S

jennamc.....I just wanted to join hands with you on this one. The really sad thing about this...REALLY SAD...is that Sprint took their customer service and support from one of the worst in the industry about 2 years ago....to one of the best!!! Then this issue with the Android System 2.3 upgrade/LG Optimus S and I would suspect many other phones has put a big big big black eye on customer satisfaction. My LG Optimus S went from hero to zero overnight with this 2.3 system that Sprint approved for our phones. I see this issue posted all over the internet with nothing but bandaids or lame workarounds....like (Only Charge Your Phone While It Turned Off), It is so sad, as I know some of the people that were involved in the turnaround of the customer service with this company. Then BOOM they take a great service and turn it into one of the worst around with this one issue. The upper management with Sprint have had a lackadaisical response to this issue at best. They have not grasped the severity, and how they are being talked about in the market place over this one totally botched issue.

Journeyman

Sprint has issues with customers that own the Optimus S

I so feel ur pain! I spent a whole day with my phone stuck on the Android screen one day after the update on my phone. I took it to the sprint store and had to have my phone completely reset. good thing I had everything on my memory card. But I can say the guy at the store was polite and helpful for what he new about the update. How is it that u send out a update that is total worthless and didnt know that before hand!

Journeyman

Sprint has issues with customers that own the Optimus S

My LG Optimus is now screwed too... Stuck on the ANDROID screen also. I've learned a lot from this thread. Thank you for posting.

Journeyman

Sprint has issues with customers that own the Optimus S

and here it is the middle of feb and they are still giving customers the runaround!!! they switched my phone back to the old format but i lost every penny i have spent on "in app purchases" about $600 to be exact. their response.... theres nothing we can do. seriously? is that what i just heard? so i go into here to post a rant basically, and find out that they are aware of all these problems long ago. not the way a company should handle their customers at all!!!!

Journeyman

Sprint has issues with customers that own the Optimus S

be warned ahead of time because sprint aint tellin ya..... you may take a loss of time and money reverting back to the old system!!!! I surely did!

Journeyman

Sprint has issues with customers that own the Optimus S

about your lost apps:

go online(on a computer) to the Android Market website (sorry, can't recall the url, but you should be able to search for it), log in with your gmail account and hopefully you will be able to 'see' and access/re-download any app that you have gotten in the past.

I was able to do this a couple of months ago.

Good luck,

Sandy

Master

Sprint has issues with customers that own the Optimus S

the url for the site sandyEK mentions is market.android.com

Larry ~ OKIESTRO

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