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Terrible coverage, ICS update ruined the phone, worst customer service ever

Journeyman

Terrible coverage, ICS update ruined the phone, worst customer service ever

10/4

I live in Indianapolis with a GS2.

The service/phone was marginal at best while the phone was still running Gingerbread.  Bad enough that i was ****** about paying for "premium data" that the Sprint Network is incapable of delivering, but good enough that i didn't lose much sleep over it.

Then Sprint rolled out the ICS update, and it all went bad.

My battery life is unacceptable.  (The people at the store blame this on Samsung and assured me that there would be another update to fix it within 2 weeks.  I was told this 2 months ago.  No update.)

My GPS has not ONCE worked since the ICS update.  It just continually searches for satellites, doesn't find any, and destroys 25% of my battery life in 10 minutes searching.

I have a less than 50% success rate on uploading files to the internet.

My phone data roams constantly.

I've taken the phone into the Sprint store in Indianapolis twice.  The first time they said they found nothing except that Samsung was working on an update.  The second time, they said that they re-set and wiped the phone and everything was working correctly.  They lied.  They didn't do either of those things, and nothing was fixed.

Now, i'm currently chatting with Sprint Customer Care about the issues, and they didn't offer anything on the issue other than to have me do a hard reset (Which i've done, doesn't fix anything) and then offer me a one time $10 credit on my account.

SERIOUSLY?

Completely unacceptable.

UPDATE 10/5

Well, the person i was talking with yesterday assured me i'd get a call back from a Care Manager.


Of course, this never happened.  (Fun fact:  Out of the now 6 times i've had to contact Sprint with an issue, only ONCE have i ever gotten a call back within the promised time.)

So now i'm talking to someone else.  Who of course immediately just wanted to tell me that a Care Manager would call me within 24 hours.  Unacceptable.  I THINK that from the script that they're regurgitating back at me that they're attempting to read the "notes" on my account and see what the problem is, despite the fact that i just spent 10 minutes explaining the issue to them.

Anyways, my requests:

1) My phone (Nor my fiancee's phone on the same account) isn't functioning properly, and this IS caused by the ICS update pushed OTA by Sprint.  Until it's working correctly or replaced, i want a 50% reduction on my monthly bill, recurring until the issue is fixed.

2) In the event that Sprint just replaces my phone(s), i will not be held accountable for the $35 replacement fee.  (I've never broken a phone, i didn't choose the insurance.)

3) If requests 1 or 2 cannot be fulfilled, i'll be terminating my contract, as it seems that leaving TMobile to go to Sprint was one of my worst choices in recent history.  If i terminate my contract, i'm requesting that the ETF be waived.  If it is not waived, i will take legal action.

Now of course, i realize that there's a very high choice that Sprint will never reply or reach out to me in any manner concerning this post, if their track record in customer service from what i've experienced so far is any indication.  But hey, at least it's out there.

6 REPLIES 6
Journeyman

Re: Terrible coverage, ICS update ruined the phone, worst customer service ever

Well, just wasted another 2 hours of my life (and job, losing productivity) with this guy.

He had me re-activate the phone and then pretty much said "TA DA!!!! FIXED!!!!"

Nope, not so much.

Nothing fixed.

Then i was told there's yet another outage in my area.  (There was a tower down for 3 weeks that was supposed to be fixed in 24 hours, so we had no service at all at home for 3 weeks)  He tried to blame the issues on the issue in my area.  Unfortunately, i've been through half of the states in the Eastern US in the last week and a half, and the same issues plagued me the entire time.

He's forwarding my case to another Care Manager, we'll see if this one will call me back. 

Journeyman

Re: Terrible coverage, ICS update ruined the phone, worst customer service ever

I'm having the exact same probs with my SGIII.  Downloaded the new ICS and as soon as I did, both data and 3G service is spotty at best (I'm not in a 4G area, either); I loose them all the time.  I'm also roaming in areas that I never was before, texts don't send more often than they do, and my battery life is shot to hell.  Good times, man.  Good times.

Journeyman

Re: Terrible coverage, ICS update ruined the phone, worst customer service ever

Today for me has been an absolute joke using my GS2. Tried to make a call just a few minutes ago only for some prerecorded voice of some guy telling me my call cannot be completed at this time. Mix in the fact that I gave up trying to use the 4g network at 7am because it stopped working. Next up was the constant disconnection of the 3g network everytime I wanted to do something. I couldn't listen to my music, couldn't browse the internet, and my text messages were not sent complete!!

I hate this mess I have found myself in with Sprint and this lame GS2 phone that I have had for roughly 8 months.

Journeyman

Re: Terrible coverage, ICS update ruined the phone, worst customer service ever

Give it about 48 hours and wait for FI27.  I'm now getting 51% signal strength on FI25 (a leak 2 days before FI27 build) where I was only getting 19% on FF18.

Journeyman

Re: Terrible coverage, ICS update ruined the phone, worst customer service ever

2 techs and a Supervisor yesterday admitted to me that there is a HUGE issue with these phones on ICS, and they have no way to deal with it.

Good thing that call was recorded.

Journeyman

Re: Terrible coverage, ICS update ruined the phone, worst customer service ever

Ok, so I called Sprint customer service AGAIN yesterday regarding this issue and after talking with a tech specialist, I think it's resolved.  Yay!  Here's what she had me do (keeping in mind I have a GSIII so anything else will have a diff build number).  Under settings, first do a firmware update, then update profile, then do one last software update.  Mine rebooted after every single update & it took forever b/c of that, but I don't have any connectivity or battery issues anymore.  For a GSIII, the build number (under settings: about device) should end with VPALI3.  Not sure about the other models, though.  Good luck!

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