The 5.1.1 update for the Galaxy S5 has been terrible and my experience with employees in the T-mobile stores has only added to the problem. My husband and I both have this phone and after the updates both of our phones have been left virtually unusable. Apps take forever to open, give a white screen, or crash. Trying to listen to music and pull up a web browser or app at the same time causes one or the other to crash. Swype no longer works because it is so laggy. When my mother updated her S5 it restarts every 5 minutes or won't even turn back on. Clearing the cache and factory resets of the phone seem to not help the problem in the slightest. There is clearly a software issue with the update and the S5 and, from my experience, T-mobile employees in the stores are useless.
I brought my phone to two separate T-mobile stores and the moment I mentioned that I had an S5 that had been updated I was given a knowing look and promptly told to go look at what new phone I possibly want. The employees didn't even look at my phone in an attempt to diagnose the problem. One even told me "Oh, my husband is having the same problems with his S5!". The problem seems to prevalent that they are not even trying to resolve it. The immediate reaction is to show customers to the S6 section so that they can pick out a brand new phone. My phone was in perfect condition before the update, I was hardly expecting to have to shell out $500 to buy a new phone for a problem I did not cause. When I mentioned getting a new one under warranty I was told to not even bother because the problem will most likely happen again with the S5 I would get. So I was given two options...
1. Get a refurbished S5 that I was told by multiple employees will most likely come with the same issue. If it doesn't already have 5.1.1 installed on it I was told I can just ignore the update icon and not do it. Really, that's a solution? Ignore an icon that will never go away until the update is done and can accidentally be clicked on at any time? Great option.
2. Buy a new phone that I had no intention of buying at the moment. But don't worry.. you don't have to pay anything now! Only $500+ over the next 24 months. Not only that.. but pay 50% of the balance left on your phone and trade it in for $93 dollars! If you don't want to trade it in you can have that balance left on your bill and pay double until you're done! What a steal.
As someone who has only a couple of payments left on their S5 and intended to keep using it until it died of old age in order to not have a device payment on the bill, this whole situation is ridiculous. The employees all told me over and over again that it's "not their issue" and even began to act as if they had never heard of the problem before even after telling me any refurbished S5 would most likely act the same way after an update. I was treated as if my phone problem was the perfect opportunity for an upgrade and I was stuck with the consequences of buying an S5 because it's "an old phone" and may not react well to new software. I have been with T-mobile for 10 years and have had a Samsung phone the entire time. All of my phones I've had for 2.5 - 3 years and I've never seen a software update this bad or received so little help with an issue that I, as the customer, did not do anything to cause beyond having my phone update to what should have been the most current and tested software version. With the lack of understanding and attempts to resolve the issue by T-mobile employees who only seemed to be excited about the prospect of me having to purchase a new phone I'm at a loss of how to work with the company in the future and am questioning if I even want to.