My wife has the galaxy S5 for two weeks, just got the following message "Your device didn't start up successfully. Use the Verizon Software Repair Assistant on a computer to repair your device"
Rotsap,
I am sorry to hear of the issues your wife is having with her Galaxy S5. That is a great device and we want to make sure her device is in working form so she can truly enjoy it. Let dig into this issue. What exactly was your wife doing on her device when she received this error message? Did your wife recently download any new applications or software onto her device? Have you had a chance to use the Software Repair Assistant?
You can check out the Software Repair Assistant here... http://vz.to/1OYVxqX
LindseyTT_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Thanks for your response;
We have been to the Verizon Store where we purchased this phone on December 17,2015. The Assistant Manger who helped us had a very un-friendly attitude toward the problem, even to the point that she didn’t know what to do and called tech support for guidance. When she was ready to give us a loaner, she didn’t know what model number the phone was, or how to even reset it back to factory specs. We were very displeased in the handling of this a matter, she first told us that a replacement would be sent over night so as to arrive on Saturday, Jan.2, 2016; then when the tech talked with her, she was told to give us a new phone due to the shortness of time we had the phone, including the holidays. She tried to find one in Chesapeake, Virginia at the five stores, but there was not one to be found, so she said we would get a new phone overnighted, to receive it on Tuesday, January 5, 2016. I asked what happened to the overnight from Friday, Jan.1 to Saturday, Jan 2? She replied that they do not ship over the weekend. I said what about all the other stores in this area, (Virginia Beach, Portsmouth, Norfolk, Hampton, Newport News?, her response was there were only 5 stores she could get phones from.) I had stated due to our experience and that this was a NEW phone, that I did not want a re-furbish phone. Now with all that said, I am very close to leaving Verizon and going to another company to get better customer relationship, and service, even to the point of having Verizon removed from my household.
Now to your questions:
1. She was going to her Facebook account so she could text all her friends and our children and wish them a Happy New Year, the Facebook opened like it always does, then shut down and the following statement appeared: (upper top left corner) Secure fail: modem, middle of screen yellow triangle with “!” in the middle; Your device didn’t start up successfully. Use the Verizon Software Repair Assistant on a computer to repair your device. SHE HAD BEEN USING THE PHONE MANY HOURS PRIOR, HAD NOT CUT THE PHONE OFF COMPLETELY, BUT YET IT SAID THAT IT DIDN’T START UP SUCCESSFULLY.
2. There was no new apps or software downloaded on her device, that had not been done with in the last three days. so this had no effect on the operation of the phone, for she had used it many time since those downloads with NO problem.
3. Yes. I have used to Software Repair Program from 1:30 AM to 4:30 AM on New Years morning, trying to get it work as directed on the screen, at about 4:45 AM it finally started to repair and finished about 5:15 AM, I went to bed. Very disappointed in the user friendliness of the whole program. When my wife got up, she noticed that the phone appeared to be working from appearance, she went back on Facebook, got the same message on the screen; cut the phone off, restarted as usual, went through five “SAMSUNG GALAXY S 5” screens then once again came up with the above message.
We went to the Verizon Store where we purchased the phone and got the opening paragraph response.
WE ARE NOW WAITING ON THE “OVER-NIGHT” FOUR DAY DELIVERY OF A NEW PHONE, THEN WE HAVE TO GO BACK TO THE STORE, GO THROUGH ALL THE PROCESS OF GETTING OUR CONTACTS REENTERED, (BY THE WAY THEY ARE SAVED ON “CLOUD” OR AS THE VERIZON ASSISTANT MANGER STATED IN MY WIFE’S G-MAIL ACCOUNT—HAVE HEARD THAT STORY BEFORE WITH THE REPLACEMENT OF HER OTHER PHONE ON DECEMBER 17, 2015) JUST IN CASE YOU CAN’T SEE MY FRUSTRATION, I am just about at the point of contacting Verizon main office and file a complaint about the whole matter. I expect to see a credit for no less than six days on my bill for this phone number [removed] due to the inconvenience and manner in which this action has been done, this I was told would have to be dealt with directly with Verizon Billing, another hours of explanation and checking over the phone, which adds to further frustration.
[Personal information removed as required by the Verizon Wireless Terms of Service]
Frustrated Customer
Rotsap-
Receiving a new phone should always be an exciting time, I'm alarmed and saddened to read that it has been anything but exciting. But, have no fear, help has arrived and I will do everything I can to get this turned around. Thank you for providing that information in regards to your store experience. I absolutely want to ensure that feedback is delivered to our area management team. It is unacceptable that you did not receive the stellar Verizon service that you deserve. Can you please provide me more details about the store location that you visited? Have you received a tracking number for the replacement phone?AmberK_VZWFollow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Thanks,
This is a new store that just opened within the last 45 days or so, at Mt. Pleasant Road and Centerville Turnpike, Chesapeake, Virginia 23320. It is located in the shopping center at that corner. The phone number is [Removal required] , the name on the card is Verizon TCC VA, not sure of the Assistant Mangers name, I think her name may have been Kristren?
I have not received information on the shipment of the NEW phone, since this is Saturday, Jan. 2, 2016 and they “don’t ship on Saturday”.
[Name removed as required by the Verizon Wireless Terms of Service]
