Argggh- Dealing with Customer Support(ATT)!!!

[reidcc]

OK-

Not sure if a new thread was a great idea- but-

My GPS was never great. I did the Froyo upgrade- and it seemed better immediately after. Then my times to lock greatly increased from one minute to over 5 minutes. I then ran the GPS Reset from Samsung- and now my GPS is extremely erratic. I've had a couple of random shitdowns as well.


I just got off phone with ATT Support-first question asked- is your phone charged FULLY? Me- No- as a matter of fact it just turned yellow on battery. Gilbert from ATT's reply- Well sir- you need to charge your phone each day and my reasoning for your powering off- is because you are running out of power.

OK- GPS issue. Well sir- if your battery level is not fully charged it may have an issue on the performance.

My build is 1007- and I called about possibly swapping units for warranty- they will not do it!!!

His reasoning was worse than dealing with Wal-Mart!!!

Chris

 

[BigCat8]

Call again. Hopefully you get someone different. Or find a Device Support Center.

Basically, note that the random shutdown issue occurs at all levels of charge, not just when the battery is low. Note that information is out there that a certain range of IMEI numbers are affected by this issue, as it's a hardware issue with this particular model of phone. The GPS performance should never even need to be mentioned. If you need to directly reference the leaked internal memo regarding this, here's the text in full:

Samsung has released an imei range for the problematic random shut down phones. If the last 4 numbers of your imei is lower than 5394 then your phone will have the shutdown problem eventually. SAMSUNG has found that all captivates manufactured before November 6th 2010 have this defect. This press release was published on Dec 20th

ID: myc_spt_iss_wid_sam_189047

Date Published: December 20, 2010
Manufacturer(s): Samsung
Model(s): i897 (Captivate)
Issue Type: Informational

Issue Summary

AT&T and Samsung are working together on a power off issue on the Samsung i897 Captivate. There is a small group of Samsung i897 Captivate devices which may experience power off when in standby mode. All devices manufactured after November 6, 2010 should not have this issue. Most customers are not expected to see an issue, however the following IMEI range could potentially have the issue and AT&T and Samsung want to ensure these customers have the best possible experience and quickly address customer care inquiries should they arise:

IMEIs manufactured before November 6, 2010: 352982040855394 or lower - 5393, 5392, etc.

If customers reports that their device is powering off when in standby mode please assist them with exchanging their device.

SKU: 65187

Critical Must Know/Must Do

Customer/Embedded Base: If a customer has the power off issue when in standby mode please exchange their device. Customers with the launch software version i897UCJF6 are more apt to have the standby power off issue. Meanwhile customers that have devices manufactured after November 6, 2010 should have software version i897UCJH7 which fixes the Power Cycling related to SW issues.
Existing Product: All devices that were manufactured before November 6, 2010 have the potential to be affected.
New Product: Devices manufactured after November 6, 2010 should not experience this issue.
Distribution Center: No action necessary.
Channel Instructions

Company Owned Retail: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
Dealers: No action necessary.
National Retail: No action necessary.
Direct Fulfillment: Continue to sell through existing inventory. If a customer has the power off issue when in standby mode please exchange their device.
Customer Returns and Exchanges: Standard under 30-day returns are in effect for this issue.
Accountability/Responsibility

Distribution Centers: No action necessary.
Channels/Markets: Adhere to Standard Operating Procedures.
Returns Processing Center: Adhere to Standard Returns Processes.
Supply Chain: Please send questions or comments to SCM Product Advisory.

I'd save that for if they give you a really hard time, though. Just make sure you fall into the affected range.

Honestly, though, I went into the Device Support Center. The woman behind the counter asked me what was wrong with my phone. I explained I was getting random shutdowns with no user input, and I walked out 15 minutes later with a different Captivate. Here is information on DSCs, and their locations: Answer Center | AT&T

 

[George0211]

The random shutdown issue is a well documented issue. I believe even Samsung knows about it. You got a jerk of a customer rep, just bad luck. Call back and keep pressing them to exchange your phone.
The not a fully charge batter is a BS excuse from a rep who knows nothing and just wanted to get you off the phone.

Demand to speak with a manager if you get another jerkoff on the phone.

 

[jpovis]

The random powering off is known to ATT and Samsung. ATT is to replace any phone based on the IMEI number, I am not sure what the range is. I made a five minute call, had my refurbished, 1007 build phone within 3 days.
I am Rooted, flashed Paragon RC6, no shut-downs and GPS is like my shadow, within seconds.

 

[reidcc]

Stopped off in Waltham on my way home...they offered me a replacement!!!

It came with 2.1 update 1, and where I live- on top of a moutain with no trees around me for 300 feet- it takes 2.5 minutes to get a lock. This build is a 1007- just like my old one, but they said it has been "remanufactured" to later revisions.

Time will tell!

I will load GPS Restore first and tryout. Then- I may just root the thing and put a ROM on it.

Thx for u'r help guys!!!
Chris