Re: [G2x] LG/T-Mobile please honor G2x Support and Warranty and fix it Adam Stewart: Questions about my G2X (LG P999) ~Philip M: Welcome to T-Mobile Chat service. My name is Phil M and for your reference my rep ID is 13-20630. First, please allow me one moment to review your inquiry so I can best assist you, Adam.
Philip M: Thank you for your patience. I will definitely help you with your inquiries today.
~Philip M: I see you have been with us for many years, we really appreciate your continued loyalty.
Adam Stewart: Thanks
Adam Stewart: I upgraded to the g2x last May
Adam Stewart: it's given me a lot of problems
Adam Stewart: random reboots, random shutdowns
Adam Stewart: stalled downloads even with full service
Adam Stewart: Since it is still within the 1 year warranty, what can we do to get a suitable replacement?
~Philip M: We would need to troubleshoot the issue and see if that is the right course of action in this scenario first, Adam.
Adam Stewart: and how do you suggest we troubleshoot this issue?
Adam Stewart: from what i understand this has been a common issue for this particular model phone
Adam Stewart: do you receive many inquiries like this in regards to the g2x?
~Philip M: No. I have not.
~Philip M: What is the main issue with the device?
Adam Stewart: Random issues and random shutdowns as I just mentioned
Adam Stewart: random reboots*
~Philip M: Would you say it is freezing and shutting down, or losing power?
Adam Stewart: Freezing and shutting down.
~Philip M: The device may seem to freeze, lock up, or have slow performance. There are several possible causes for this:
Not performing regular memory maintenance.
Memory card issues
Third-party applications with software problems
Customer expects device to be faster than it really is
Low internal memory
Programs running in background
These problems can occur even on properly working Android devices from all carriers and manufacturers. The most common cause of the problems are listed above.
~Philip M: What were you doing when the device froze, and what programs were open in the background?
Adam Stewart: which time?
Adam Stewart: this occurs very often
Adam Stewart: and it has occured since the day i received the g2x
~Philip M: It is normal for the device to pause while opening programs or performing tasks, such as sending texts and browsing the Internet.
Web pages, email, and apps that access the Internet may load slowly depending on the network.
The device is not as fast or responsive as a computer.
T-Mobile cannot troubleshoot slowness in third-party applications.
You need to manage the memory regularly for the device to work properly.
Adam Stewart: Philip
Adam Stewart: let me be very clear
Adam Stewart: I understand what you are saying
Adam Stewart: however,
~Philip M: Do you get alot of "Foreclose" errors, or does the device crash during startup?
Adam Stewart: the issue is that the product your company gave me is defective.
Adam Stewart: and I don't appreciate you telling me that this is "normal" when a simple google search tells me that there are many other g2x owners with the same issue
Adam Stewart: T-mobile admitted there were issues with the g2x
Adam Stewart: http://www.pcmag.com/article2/0,2817,2385923,00.asp
Adam Stewart: so while you might think that "troubleshooting" the issue will make me go away
Adam Stewart: I assure you it will not
Adam Stewart: I would like to know how I can exchange both my phone and my wifes phone (408-xxx-xxxx) because they are both having these issues.
Adam Stewart: I do not want another g2x, i would like a suitable replacement
Adam Stewart: the phones are both still under warranty.
~Philip M: In order to do any kind of exchanges, Adam. We need to go about troubleshooting the issues on the devices/accessories to ensure they are in fact the known issues with a device. At that point, we can look into exchange possibilities.
Adam Stewart: So you do admit there are known issues
~Philip M: There is known issues with every device, Adam. What I am saying is that we need to troubleshoot this issue to find out exactly which one it is to take the right course of action needed.
Adam Stewart: What are the known issues with the LG PG9999
Adam Stewart: P999*
~Philip M: Software updates (downloads, FOTA)
The phone restarts unexpectedly or turns off: T-Mobile G2x
The phone restarts unexpectedly when GPS is turned on - T-Mobile G2x with Google
Device hardware (battery, keys, power, screen, SIM card)
Roaming icon displays when the customer is in a T-Mobile coverage areaExtend battery lifeLow Battery Life - T-Mobile G2xFront-Facing Camera Not Functional When Using Qik Record and Share - T-Mobile G2x with GoogleBacklight leaking - T-Mobile G2x with GoogleSleep Mode Stuck: T-Mobile G2x with Google
"Application is not installed on your phone" - T-Mobile G2x
Cannot complete a text message that was started by using the Voice Search application
“T-Mobile. America’s First Nationwide 4G Network” remains in e-mail signature after being deleted in the Signature settings screenDuplicate Text Message - T-Mobile G2x with Google
Wi-Fi turns off when screen turns off - T-Mobile G2xNo Data Connection - T-Mobile G2xCar Home (car mode) cannot turn off or disable on Android: Google Car HomeWi-Fi Calling Errors: T-Mobile G2x with Google Unable to browse while using tethering or wi-fi sharing: G2x 'Error' when attempting to turn on Wi-Fi or Wi-Fi hotspot: Android
~Philip M: These are all known to T-Mobile.
Adam Stewart: Ok
~Philip M: Do you get alot of "Foreclose" errors, or does the device crash during startup?
Adam Stewart: The device does not crash during start up
Adam Stewart: In regards to force close errors, it happens rarely.
~Philip M: Check the software version, and verify that it is the most recent version for the device.
~Philip M: I need to know this information, please?
Adam Stewart: I have done so
Adam Stewart: one moment
Adam Stewart: LG-P999-V21e
Adam Stewart: that is for my line
Adam Stewart: 408-xxx-xxxx
Adam Stewart: for my wifes line, 408-xxx-xxxx, the software version is also LG-P999-V21e
~Philip M: That is good news.
~Philip M: The phone restarts unexpectedly or turns off without displaying an error message. There are different situations when this is occurring:
When the phone memory is nearly full and the customer is using the Qik application to Play a video, or Record and share a video
The phone restarts unexpectedly and without displaying an error message when GPS is turned on
The phone restarts for unexpected reasons and seems to heat up
The phone turns off without displaying an error
Software version affected:
Software version resolved:
~Philip M: Be advised LG is working to resolve this issue in an upcoming software update.
~Philip M: Removing and re-inserting the battery resolves the issue in most cases.
~Philip M: After the phone restarts, clear phone memory by performing the following actions:
~Philip M: Check available phone memory (
Adam Stewart: I'm not interested in an upcoming software update.
~Philip M: Delete and manage unneeded applications and files
~Philip M: Perform one or more of the above actions when you see the system message “phone memory is almost full.”
~Philip M: Purchase an SD card to help free up memory.
Adam Stewart: My wife applied the factory update to her phone last week.
Adam Stewart: the issues still occured.
Adam Stewart: I do not want anything except a suitable replacement for the defective product i received.
~Philip M: Use these steps to ensure this known issue is worked around until, LG releases a new software update for your device.
Adam Stewart: LG was also supposed to make the phone compatible with android ice cream sandwich in November of last year
Adam Stewart: that did not happen and still hasn't occured
Adam Stewart: so to tell me that an "upcoming software update" will fix the issue does not solve this problem for me.
Adam Stewart: especially since the phones are no longer under warranty next month.
Adam Stewart: at which point neither tmobile nor LG is under any obligation to honor my request.
~Philip M: Then, if you do not wish to take the course set out by our known issue troubleshooting flow. We must get you to call into a Technical Care representative at this point to further assist you.
~Philip M: They will see my memos of everything we have covered so far, and will be happy to look into this further with you. Is there anything else I can help you out with over chat?
Adam Stewart: Yes
~Philip M: Please call our Technical Support specialists at 1-800-937-8997 or by dialing 611 from another T-Mobile cell phone. At the prompt, say "Troubleshooting" and your call will be forwarded to a representative for assistance. Please do not call using the phone you are looking to obtain assistance with.
Adam Stewart: Please have them call me directly.
Adam Stewart: I don't wish to wait on hold.
Adam Stewart: And actually, before you do that, please clarify for me
Adam Stewart: Your known issue troubleshooting flow for the T-Mobile G2X (LG P999) is to basically wait for LG to release a software update on an unknown date in the future.
Adam Stewart: Is that correct?
~Philip M: Correct. At this point your issue seems to be the issue known as "The phone restarts unexpectedly or turns off: T-Mobile G2x". This troubleshooting flow informs us to let you know that LG knows this is an issue and plans to fix it in an upcoming software update.
Adam Stewart: Great. Thank you for confirming that. Please have a manager contact me at 408-xxx-xxxx. When may I expect that call?
~Philip M: We have no way to have Technical Care contact you, Adam. We have no direct contact with their department besides your account notes. You need to call into the number above to further troubleshoot this issue.
Adam Stewart: I understand. Will Technical Care be able to resolve my issue further than telling me to wait for LG to fix the problem?
~Philip M: I cannot say for sure, Adam? If they can. They will.
Adam Stewart: Philip, I believe we both know they will not be able to tell me anything different than you have.
Adam Stewart: So, I have no need to speak with them.
Adam Stewart: I need to speak with someone who will honor my loyalty as a customer as well as the warranty provided for my devices.
Adam Stewart: Who would that be and how can I reach them?
~Philip M: No. I do not know if they can help you further, or not, Adam. This is why I am referring you there for further assistance.
~Philip M: They would be the ones to do this for you if need be, or they would direct you to that place once they further assist you in trying to resolve this issue.
Adam Stewart: Very good. I appreciate your assistance. I will be posting a transcript of our chat to the tmobile support forums.
~Philip M: Okay. Do you have any other need for my help today, Adam?
Adam Stewart: No.
~Philip M: Thank you for contacting T-Mobile Chat, and being a valued customer. Have a good day, Adam!
After my chat with Philip, I called Jay in Technical support. He was very courteous and helpful, but couldn't offer me anything that Philip had not already suggested. He told me he could send me two replacement G2x's for a $20 replacement fee per line.
I told him that is not what I wanted, as all that did was give me a newer, shinier, defective phone. I asked him who could help me and he said he could transfer me to the loyalty department.
I didn't catch the guy's name in the loyalty department. He had two options for me: I could either go with what Jay suggested, or he could give me two new phones of my choice at the discounted upgrade price. I decided to go for the second option and this time I'll be getting an HTC phone.
LG is too new to making smartphones, which is why I believe there were so many issues with the G2x. HTC has a much better track record.
If you want to get your issues solved, this is what T-mobile will do for you. I'm willing to take the upgrade price, considering I'm not due for another upgrade for a year. I use my phone all the time, and there's no way I would use a G2x until 2013.
Just a note mr_strat, if you go with the new version you will not be able to use any other rom. It has been tested over at XDA and the sound in phone calls will not work on any other rom than 2.3.4. A stable release of CM9 will not come till LG builds ICS for at least the P990 European version to pull the Nvidia Drivers from.
I actually made a stupid profile just to warn people about this phone. I am on my THIRD! And the only reason I'm on my third is because TMobile won't help me any more. I have been with them for 10 years and according to them all they can do is keep sending me the same phone. I have been paying for the warrenty but it only covers the shipping cost. So basically I have lost a few hundred dollars on this phone. I returned the first one 2 days after I bought it. After a year of dealing with the glitches it somehow used up all of my data in an hour and I flipped. I was sleeping, and not even using my phone. So I returned that phone and they sent me a broken one that wouldn't transfer my SIM card information. I returned that one and now I have another broken one. It shuts down whenever it wants, won't open/close apps, won't charge on the charger that came with it (but it will charge on a motorola charger), and freezes on me all the time and I have to take out the battery for it to work again. I was also charged some fee for returning the phones even though I have a warranty. DO NOT BUY THIS PHONE!!!