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Do not let tech support replace your Thunderbolt.

GreenRobot

We all know the issues we are having from data connections, sms, mms, rebooting, ect. I'm on my 3rd replacement device and I wish I kept my original one. Not one of the refurbished Thunderbolts, new sim cards, or the 6 master resets I've been told to perform have done anything except clear up an issue for a week or so. In fact the refurbished phones have given me more issues and heart ache then my original purchase. Unless you have tried a master reset and ran your thunderbolt with minimal apps on it for a week or more but still have a problem you can't deal with do not get a refurbished Thunderbolt. I am sick to my stomach that everytime I open the box and start setting up a refurb device and I already feel like it's used garbage. Either the battery cover doesn't fit right, screen isn't lined up properly, or something falls off because it was glued back on or with in a few days it's doing exactly the same **bleep** that the last devices did. My advise is to stick with your original Thunderbolt and keep plugging tech support with your issues.

I have friends that work in the tech support center they both agree that the process to diagnosis your device is always going to be the same.

1. Remove battery

2. Master reset

3. Replace device

Tech support never gets to actually touch or perform tests on the devices they are telling you to do these 3 steps on. They operate off the data base that Verizon provides them. They have only been trained on how to operate the system and deal with customers complaints. When you send in your old device it goes to processing center the person processing it has no idea what was wrong with it they just inspect clear data perform tests maybe install a few new parts at random then box it up and ship it out to the next person complaining about their Thunderbolt and in my experience they haven't fix any of my problems. They'll repeat this process either till you get lucky enough to be satisfied or get 3 replacements in 90 then complain enough that they will replace your thunderbolt with a comparable device.

Good Luck

Comments

TBhouston

GreenRobot wrote:
We all know the issues we are having from data connections, sms, mms, rebooting, ect.

I have friends that work in the tech support center they both agree that the process to diagnosis your device is always going to be the same.
1. Remove battery
2. Master reset
3. Replace device
Tech support never gets to actually touch or perform tests on the devices they are telling you to do these 3 steps on. They operate off the data base that Verizon provides them. They have only been trained on how to operate the system and deal with customers complaints. When you send in your old device it goes to processing center the person processing it has no idea what was wrong with it they just inspect clear data perform tests maybe install a few new parts at random then box it up and ship it out to the next person complaining about their Thunderbolt and in my experience they haven't fix any of my problems. They'll repeat this process either till you get lucky enough to be satisfied or get 3 replacements in 90 then complain enough that they will replace your thunderbolt with a comparable device.

Good Luck

What kind of applications do you have? It sounds like something isn't playing nice with your phone.

I've had very minor issues with my thunderbolt, but I always make sure to read reviews before downloading any apps.

Removing the battery makes sure there aren't any programs running in the back around casuing errors, when you start your phone back up it will OTA and reconnect to the network. Simple thing does a lot

Master reset- Makes sure all rogue applications on the device have been removed. The android platform is open source which means a lot of people that have no clue what they are doing are making apps. And not every app works on every phone. The more apps you use the better chance you run of one or two of them not working correctly with each other.

Now I'm not saying don't download apps, duh I mean I have about 45 on my phone.. I'm just saying be careful of what you download, and you would be really suprised what is out there.

Replacing the device is the last step, sometimes technology just goes out or has defects. People seem to forget these are mini labtops that they bring with them 6-7 days a week everywhere. In this pocket, on that desk, etc etc. Phones are the most used item no one wants to pay for.

GreenRobot

What kind of applications do you have? It sounds like something isn't playing nice with your phone.
Doesn't matter what apps, The Thunderbolts I'm getting I will run with minimum stuff like adobe and Google apps just to see if it will mess up and I still will have issues with the replacement devices.

I've had very minor issues with my thunderbolt, but I always make sure to read reviews before downloading any apps.

I agree that my Thunderbolt had minor issues then I got the first replacement and a second then a third all because they each had an issue and most are worse than the original issues I had. Now I have a TB that has been disassembled by who knows who it's not as nice as my original and I have the same if not worse problems.

Removing the battery makes sure there aren't any programs running in the back around causing errors, when you start your phone back up it will OTA and reconnect to the network. Simple thing does a lot
Master reset- Makes sure all rogue applications on the device have been removed. The Android platform is open source which means a lot of people that have no clue what they are doing are making apps. And not every app works on every phone. The more apps you use the better chance you run of one or two of them not working correctly with each other.

Thanks for the info and at this point that supports what I'm saying. Do not let tech support replace you Thunderbolt just keep pulling the battery and master resetting your Thunderbolt till they come out with an actual fix because the refubs are garbage like used car with fresh paint and a bad motor.

Now I'm not saying don't download apps, duh I mean I have about 45 on my phone.. I'm just saying be careful of what you
download, and you would be really surprised what is out there.

Replacing the device is the last step, sometimes technology just goes out or has defects. People seem to forget these are mini labtops that they bring with them 6-7 days a week everywhere. In this pocket, on that desk, etc etc. Phones are the most used item no one wants to pay for.

I am comparing my Thunderbolt to my previous two Androids. The OG Droid I still have has never been replaced never worried about apps causing problems rarely ever restarted or needed restarted and never did a master reset. Not mention now it runs cyanogen has seen the bottom a bucket full of water and still works great to this day. Same Google account same apps ( minus rom manager, and some other root access reqd apps ) on my Droid X had that almost a year before I sold it to get the Thunderbolt and the Droid X had less issues in a whole year than my Thunderbolt has had in 2 months. Also never had to get a replacement Droid X.

I am only saying that if you are talking to tech support and they want to send you a used Thunderbolt to replace your original one think twice because chances are it's going to have the same problems if not worse. They are not fixing these phones only clearing them replacing the same hardware with the same replacement parts and sending them back out to you. The only real fix is going to come in the form of an update or updated hardware. Just reboot reset and deal with or fight for a different device all together.

batonrouge

I unfortunately just got off the phone with tech support and replacement phone is on the way :smileysad: same issues. Rebooting and dropping internet connection. I'll report here the results of the replacement. And I know...I went though this with the Sprint htc EVO4G already. I was sent 5 replacement phones before getting a good one.

GreenRobot

batonrouge wrote:
I unfortunately just got off the phone with tech support and replacement phone is on the way same issues. Rebooting and dropping internet connection. I'll report here the results of the replacement. And I know...I went though this with the Sprint htc EVO4G already. I was sent 5 replacement phones before getting a good one.

I recommend you inspect it for cosmetic issues like poor battery door fitment, lower button illumination ( check in a dark room ), trim aligned and secure, then activate and wait a week for the usual issues to crop up. I just master rested the one I got on the 18th for it rebooting I'm also trying a brand new Gmail account so no settings from my moto droids are getting carried over. The new Gmail is just an idea I'm playing with and curious to see if it makes any difference since VZW points the finger at third party apps and rouge settings causing issues I figure this removes that from the equation.

gina7289

Mine did it with and without apps so whoever thinks its the apps is wrong. After replacing it 3 times , 2 with updates 2 to do rebooting I got 1 without update and with the same apps I had works for now been a week.

ninfanintn

I bought the TB on April 4th and have loved it. After putting the "Software Update" on it around May 15th, It was rebooting by itself, so I contacted tech support about a week later. The guy told me to remove the battery before turning the phone off and then put it back in and restart the phone. He spent little time helping with the TB, but was really interested in me trying to get two other phones upgraded while i was on the phone with him then. Now the phone was shutting off and not restarting.

Just got off the phone with a nice Tech support guy who said that the people who are having the "phone shutoff" problem should call and "log" their phone so that they know which ones are having the problem. They definetly know about the problem and want to know all the phones that have the problem.

I live and work in a 3G area, and my phone has only ever went to 4G when driving through Nashville. 3G/4G is not the problem.

When on the phone today with the tech guy he did ask me if I had gotten into any of the hidden menus to turn off the 4G service, and i said no.

Who ever is having this problem needs to call and let them know your phone is having this problem.

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