Help Offical Moment Update

[rahjawn]

Okay, so i went to the sprint service store, as i was walking there (about 1 mile in distance) I called Customer service to make sure that store was able to update my phone. The guy on the line said they did. So i went into the store to be told they didn't do the update (Southgate Market on Hospital Drive MD).
Upset I called customer service back and talked with some lady, I told her I was sent here and that the guy in the store (who was rude) said they didn't do it. She told me they did while he was persistent in saying they dont. So i passed my phone over to the guy and let him talk to the rep on the phone, idk what they debated but he said they don't do the update and that i should be sent to Columbia (which is about 20 miles from me). He gave me back my phone, and the lady on the phone said something along the lines of "sorry, they dont do the update, what's wrong with your phone maybe you can send it in." I told her that my phone shouldnt be sent in, and that it's completely ******ed that you say all service stores do the repair and this is the second one i've been to and they sent me empty handed. She said she'd transfer me to the higher up technical support because her level didn't deal with smartphones...."?" And then she hung up.
I called customer service again and told the lady I spoke with, who also has the Moment, my dilemma. She apologized and then said that I should be able to OTA and gave me instructions on how to, but her instructions didn't work. I'm waiting for her to call back now... Sprint has horrible customer service -I've been sent to two pointless destinations and spoken with several people who can't seem to solve, or better yet, update my friggin phone!


***UPDATE***

I Called Sprint Again, The Lady On The Phone Was Just Was [un]Helpful As The Rest. I Sent An Email To CS Complaining Then Called A # I Was Given By CS And The Guy At THat Store Gave Me 2 Other #s. I Realize What Sprint Is Failing To Do Is Specify That It Has To Be A "Corporate" Service And Repair Store And Not Any Repair Store. Needless To Say, I Got No Compensation For My Troubles.... lol

 

[jen8112]

That was the case pre-update but two people in this thread said that their LED lights were now in fact working.

No, I believe they said that the soft keys work as notification lights after the update. I will check more into it but I'm pretty sure we have determined that the Moment does not have a hardware LED light.

 

[cvu524]

I haven't done the update yet...currrently running stock software. But the Moment does have. Notification lights: they are the soft capacitive touch keys. Whenever u are browsing the web or what not, they flash white letting me know I have an incoming txt.

 

[Deleted User]

Oh yeah, has anyone suffered any "airplane mode" issues once they've received the official update? Or the CL14 update a la Zefie even? I'd imagine that that's something they'd want to fix, as it could almost be a liability issue in an extreme circumstance (although I'm sure there's clauses in the contracts we all sign absolving sprint/samsung of that sort of thing).

Mine just went into airplane mode, and I got the update last night

That aside, the phone does seem more responsive, and it's great to finally have the aGPS working!

 

[kencrudup]

... and mine just went into "Airplane Mode" what appears to be about an hour ago What's worse, is apparently there's no way to clear it when it gets stuck into AP mode like this except by power-cycling the phone.

 

[ColdStart]

I haven't done the update yet...currrently running stock software. But the Moment does have. Notification lights: they are the soft capacitive touch keys. Whenever u are browsing the web or what not, they flash white letting me know I have an incoming txt.

Since the upgrade, I just opened the browser, then called my phone and I got a pop-up box on my phone saying "Connection lost". Then the call came thru. When I ended the call, it took me back to where I was in the browser. Haven't tried with text msgs yet. When the phone is asleep & an txt msg comes in, I hear the audible notification but nothing flashes.

 

[decalex]

... and mine just went into "Airplane Mode" what appears to be about an hour ago What's worse, is apparently there's no way to clear it when it gets stuck into AP mode like this except by power-cycling the phone.

I have a similar issue where either 1. While I'm xfering data, the EV up arrow locks, and the down arrow stays off-- the only way i've found (like mentioned above) is to power-cycle. Or, 2. My phone constantly switches from Evdo to 1x, but won't switch back when ev is available again. Here, I switch into airplane mode, then back out, and EV comes back.
Both scenarios are a pain, especially if it happens while I'm d/ling something from the market.

 

[ragingbull2k2]

I have a similar issue where either 1. While I'm xfering data, the EV up arrow locks, and the down arrow stays off-- the only way i've found (like mentioned above) is to power-cycle. Or, 2. My phone constantly switches from Evdo to 1x, but won't switch back when ev is available again. Here, I switch into airplane mode, then back out, and EV comes back.
Both scenarios are a pain, especially if it happens while I'm d/ling something from the market.

I think that is just an error in reporting, similar to an issue with the Hero when it first came out... I've noticed when I'm in an EVDO area and all of a sudden it goes to 1x, I'm still browsing and downloading just as quickly... just a minor nuisance...

Joey

 

[edp]

reporting from austin, tx

i got the official update a couple days ago and after getting it back, did a full drain, followed by a full charge and just by habit, a usb top off. granted, charging my phone after a full drain still takes a long time (over3 hours with the phone off), but it's been over 24 hours since it's been off the charger and i'm still at 60% according to spare parts. this is after a good amount of browsing, texting, and talking. i don't know if this is a fluke or not and if my battery life is gonna go down the drain in a few days, but so far, i highly approve of this update.

 

[kencrudup]

Yeah, I never really have any issues with failing connections, and I really only see 1xRTT when I'm deep inside a building (but then I'm in SoCal, where both population area and density, and the terrain dictate having a metric assload of towers just about everywhere).

But every now and then- but thankfully only about twice a month- (and just today, post-update) I'll get into Airplane Mode (an "X" where the CDMA signal-bar meter should be) and there's no way to get out of it.

 

[slenser]

I just had my phones updated today at the Bellevue, NE store. I went to pick them up and hurried to get my daughter to her band concert. All the time, I was trying to get my phone to restore everything with MyBackup and it was not working! Upon further investigating, I found out it wasn't even my phone!!!

Of course they were closed, so I called Sprint. They verified it was not my phone and when I call it shows a different #. When my wife calls my # it goes right to voicemail. I hate to think that someone may be walking around with my info.

I feel a little violated.

 

[jen8112]

I haven't done the update yet...currrently running stock software. But the Moment does have. Notification lights: they are the soft capacitive touch keys. Whenever u are browsing the web or what not, they flash white letting me know I have an incoming txt.

Yes, my soft keys light up when I'm getting a call or a text but they don't flash. I don't have the update yet so I don't know if they flash after the update. My point was there is NO LED NOTIFICATION LIGHT to light up or flash when you get a text.

 

[amberb53]

There are no LED lights for notifications on the Moment.

At 1:01 on 1/20 criticalcritic stated his lights were on with a text message pending and birdiemn confirmed that they were in fact notification lights. This is what I was referring to...the home, menu, back buttons. Maybe I used the wrong terminology with "LED" so I apologize for the confusion. I don't believe the notifications worked at all prior to this update. At least not on my phone.

 

[latinmaxima]

I just got home from getting the update at the Nicholasville Rd Sprint store in Lexington, KY. Update went smoothly. Soft keys light up with text messages and calls when browsing. They don't consistently flash or intermittently that I can tell so we will see. Look forward to testing battery life out though it was already lasting a day and a half before. Excited and glad to see the update. Hope 2.1 isn't far off.

 

[Deleted User]

I had a terrible time with the update. I called the Braintree Mall (Mass) corp store the Friday it came out. They told me to come over and they could do it. Got there and the rep said "let me just check to see if we have it." Ofcourse they didnt. So the next day I tookk it to a franchise store, also in Braintree....the tech worked for 2 hours and couldnt get his software to connect withe the phone. Some kind of run time error on his commodor computer.

So the next day, I called the Corp store again and they told me they had it now but didnt know how to do the update. So then I got fed up with the service i was getting and after reading a lot of posts here decided to call sprint customer service (still sunday). I got to the "advanced techical services group and spoke with a nice guy who didnt know much. His boss told him that the update was announced but not distibuted to the service centers yet. I knew this wasnt the case and convinced him that it was indeed out because some people had been successfully updated...which was the truth. This rep called the store again and got yet another answer on why they couldnt do it....i think he said that they said they didnt have it yet.

So now I am out of luck and resigned myself to just doing OTA. One last hope...i was going to email the CEO of Sprint...Dan Hesse. I figured out his email and sent it that day. I explained the whole last three days and to my surprise, I got an email that night from Sprint "Executive Services" saying they would like to help.

First thing monday morning i Called the Executive Services rep who emailed me and she said she had already called the Corp store i had troubles with and they now would be able to do the update. Got it done that day and it seems to work fine.

The long and short of it is that if you are having real problems and your local corp store is giving you the run around send an email to dan@sprint.com. Hopefully you will get the same result I did.

Good luck.

 

[betafan]

Quick report on my experience updating in the Seattle area. I went to the Lynnwood store(4210 196th SW in Lynnwood) around 8 P.M(they close at 9) without an appointment. I told them I was there for the update, they knew immediately what I was talking about, so I assume they'd done a handful already. I was out the door in 15 minutes, confirmed the update to cl14 in settings. I know not everyone has had a smooth experience, but if you're in my area, they'll take care of you at the Lynnwood store.

 

[lorenz]

Well, on Wednesday They kept my phone for over an hour and when I came back in to pick it up they said that since the update is so new, there are some glitches that made her stop because she said she didn't want to "fry" my phone. Thursday I called the store acting like I hadn't been there before and said that I heard there was an update out for the Moment, and that we were required to go to the service center to have it installed and asked if they were equipped to do it. The guy (not the tech who worked on my phone previously) said they had tried to do one the other day (mine no doubt) and they had major issues with the software. His next statement floored me. He said they don't suggest getting the update at all. Wow!

 

[gamorg02]

I had a terrible time with the update. I called the Braintree Mall (Mass) corp store the Friday it came out. They told me to come over and they could do it. Got there and the rep said "let me just check to see if we have it." Ofcourse they didnt. So the next day I tookk it to a franchise store, also in Braintree....the tech worked for 2 hours and couldnt get his software to connect withe the phone. Some kind of run time error on his commodor computer.

So the next day, I called the Corp store again and they told me they had it now but didnt know how to do the update. So then I got fed up with the service i was getting and after reading a lot of posts here decided to call sprint customer service (still sunday). I got to the "advanced techical services group and spoke with a nice guy who didnt know much. His boss told him that the update was announced but not distibuted to the service centers yet. I knew this wasnt the case and convinced him that it was indeed out because some people had been successfully updated...which was the truth. This rep called the store again and got yet another answer on why they couldnt do it....i think he said that they said they didnt have it yet.

So now I am out of luck and resigned myself to just doing OTA. One last hope...i was going to email the CEO of Sprint...Dan Hesse. I figured out his email and sent it that day. I explained the whole last three days and to my surprise, I got an email that night from Sprint "Executive Services" saying they would like to help.

First thing monday morning i Called the Executive Services rep who emailed me and she said she had already called the Corp store i had troubles with and they now would be able to do the update. Got it done that day and it seems to work fine.

The long and short of it is that if you are having real problems and your local corp store is giving you the run around send an email to dan@sprint.com. Hopefully you will get the same result I did.

Good luck.

did you get any answers for an OTA timeframe?

Quick report on my experience updating in the Seattle area. I went to the Lynnwood store(4210 196th SW in Lynnwood) around 8 P.M(they close at 9) without an appointment. I told them I was there for the update, they knew immediately what I was talking about, so I assume they'd done a handful already. I was out the door in 15 minutes, confirmed the update to cl14 in settings. I know not everyone has had a smooth experience, but if you're in my area, they'll take care of you at the Lynnwood store.

this update definitely factory defaults the phone, right?

 

[forty2]

Quick report on my experience updating in the Seattle area. I went to the Lynnwood store(4210 196th SW in Lynnwood) around 8 P.M(they close at 9) without an appointment. I told them I was there for the update, they knew immediately what I was talking about, so I assume they'd done a handful already. I was out the door in 15 minutes, confirmed the update to cl14 in settings. I know not everyone has had a smooth experience, but if you're in my area, they'll take care of you at the Lynnwood store.

That's where I finally got mine done after getting turned away by the Seattle repair center having been told no such update exists.

 

[latinmaxima]

Yes it Factory defaults the phone.

 

[redsox88]

I feel like the minority with many of you having positive results with the update. I wasn't experiencing alot of the problems reported here before my update...even my battery life was great. No problems with airplane mode.

Now my battery life is horrible - I still haven't been able to figure out what is causing my Network Usage to be 100%. I've started to experience the problem with Airplane Mode switching on. My phone keeps switching from EVDO to 1x in locations where I never lost EVDO pre-update.

Maybe the moral of the story is Sprint will fix problems you have, but create new problems if you have none in the first place.

 

[Deleted User]

did you get any answers for an OTA timeframe?

No answer on OTA date

this update definitely factory defaults the phone, right?

No answer on ota date

 

[joeykrim]

I feel like the minority with many of you having positive results with the update. I wasn't experiencing alot of the problems reported here before my update...even my battery life was great. No problems with airplane mode.

Now my battery life is horrible - I still haven't been able to figure out what is causing my Network Usage to be 100%. I've started to experience the problem with Airplane Mode switching on. My phone keeps switching from EVDO to 1x in locations where I never lost EVDO pre-update.

Maybe the moral of the story is Sprint will fix problems you have, but create new problems if you have none in the first place.

the battery life has been horrible when i have use network locations turned on in the security and location settings. ive watched logcat and CdmaNwLocationProvider reports back very frequently, sometimes 2x in a minute and sometimes it gets caught in a loop with Unable to lock WiFi every minute indefinitely.

It takes a lot of time to watch logcat and use different programs to request location updates and play with the settings so I haven't narrowed it down 100%. But for now, to save my battery, I just turn Use Network Locations off when I'm not using it.

Keep in mind, Im always running google maps latitude in the background.
Also, there is an overclock widget available from the market and it allows the processor speed to be reduced while the phone is sleeping. I've seen people report this helps and I started using this yesterday. It appears to be helping too.

 

[redsox88]

the battery life has been horrible when i have use network locations turned on in the security and location settings. ive watched logcat and CdmaNwLocationProvider reports back very frequently, sometimes 2x in a minute and sometimes it gets caught in a loop with Unable to lock WiFi every minute indefinitely.

It takes a lot of time to watch logcat and use different programs to request location updates and play with the settings so I haven't narrowed it down 100%. But for now, to save my battery, I just turn Use Network Locations off when I'm not using it.

Keep in mind, Im always running google maps latitude in the background.
Also, there is an overclock widget available from the market and it allows the processor speed to be reduced while the phone is sleeping. I've seen people report this helps and I started using this yesterday. It appears to be helping too.

I'll check out that overclock widget. But you probably haven't seen any of my previous posts.. I have everything imaginable turned off. Use wireless networks, GPS, Wi-Fi, Bluetooth, Background data. Every app that has the ability to refresh itself is disabled. Everything that could require data usage is disabled.

 

[boiker]

I Realize What Sprint Is Failing To Do Is Specify That It Has To Be A "Corporate" Service And Repair Store And Not Any Repair Store. Needless To Say, I Got No Compensation For My Troubles.... lol

I got mine updated at a affiliate (non-corporate) store last night. Sprint has just failed to do a good job at getting the notice out and making sure their tech's were capable of doing the update.