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 

[TBhouston]

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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   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]

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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.

[vereyezuhn]

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GreenRobot wrote:

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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.

---

You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

[GreenRobot]

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vereyezuhn wrote:

You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

---

I said wait a week because it seems like when you unbox a new / replacement it takes a day or so before you get everything back to the way you like it then really start using the device. I also say that because I didn't start noticing reboots on #3 till after about 3-5 days. No the symptoms are always a little different and how long it takes for the to creep up is not the same. You say don't download ANY apps not even the ones from Google Inc. or adobe.. Those are like the two major reasons to buy an Android so if one of those apps is causing the Thunderbolt with Google to have these issues then then it would still be a problem with the device since it can't run apps it was designed to run. I to had a DX and had Gmail app installed plus had my Microsoft outlook email and a yahoo email synced without any issues. I'll admit the DX did reboot from time to time but you could tell it was coming when it would run slow. Further more if the apps are the problem why is Verizon sending out refurbished replacement devices to customers that are only going to reload the same apps back on the device. Again solidifying why I say don't let Verizon send you a replacement because a master reset is going to get you same results minus getting hardware that has been tampered with. 

[vereyezuhn]

---

GreenRobot wrote:

---

vereyezuhn wrote:

You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

---

I said wait a week because it seems like when you unbox a new / replacement it takes a day or so before you get everything back to the way you like it then really start using the device. I also say that because I didn't start noticing reboots on #3 till after about 3-5 days. No the symptoms are always a little different and how long it takes for the to creep up is not the same. You say don't download ANY apps not even the ones from Google Inc. or adobe.. Those are like the two major reasons to buy an Android so if one of those apps is causing the Thunderbolt with Google to have these issues then then it would still be a problem with the device since it can't run apps it was designed to run. I to had a DX and had Gmail app installed plus had my Microsoft outlook email and a yahoo email synced without any issues. I'll admit the DX did reboot from time to time but you could tell it was coming when it would run slow. Further more if the apps are the problem why is Verizon sending out refurbished replacement devices to customers that are only going to reload the same apps back on the device. Again solidifying why I say don't let Verizon send you a replacement because a master reset is going to get you same results minus getting hardware that has been tampered with. 

---

It's a well known fact that Verizon reps tend to be oblivious to the common problems with the phones. I previously had the EnV3 (which - I'm sure you've heard - is notorious for the shutting down issue with the battery) and everytime I took it into Verizon, they said they had never heard of it. I'm assuming that is the only explanation for why reps send out refurbished devices for issues that have seemingly simple fixes (usually) Verizon also maintains that they do not "support" 3rd party apps from the market, which means they cannot troubleshoot them. If you call in to tech support for issues, it seems that their main response is to just send a refurbished device.

[Tidbits]

My cousin returned his and his TB was pre-update.  He hasn't tried to update it or anything and is awaiting for a fix.  He actually said his TB works better than before.

I honestly don't know the ins and outs of the update as I returned my TB long before this update came out...

[Filosophic1]

I hate to complain, but this has become totally unacceptable.  I have not altered in any way, shape or form, the original programming of my Thunderbolt.  i.e., it has not been rooted.  I downloaded the OTA update, and have been miserable ever since.  Aside from the constant rebooting, (approximately 8 times today so far), after some of the reboots, I have no internet connection whatsoever, and have to do ANOTHER manual reboot to get my data connection back.  At 5-10 minutes per reboot, and a loss of battery power with each reboot, this has gotten past the point of being ridiculous.  A GPS receiver that is semi-accurate at best, a mobile hotspot that can barely go more than a hour without constantly connecting and disconnecting, and absolutely no real help from tech support.  I'm sorry, but the solution to these problems has to be better than:  1.  Pull your battery.  2. Do a master reset.  3.  Do another factory reset. 

For the price paid for these devices, I expect something a little better for my hard earned money.  Having to wipe all data from my phone, and then going through the pain in the neck of having to re-download and install the apps that I had installed previously gets old after awhile.  And I for one refuse to send in a phone that I paid for, and got brand new, for a "Like New Phone"  i.e., a used phone, that could or could not be in worse shape than the phone I already own.  I know that I take meticulous care of my phones, and I for one will not accept someone else's cast off phone, no matter how shiny it is. 

That's my $.02 Verizon....having been a loyal customer for more years than I can begin to count, it's time for you guys to step up to the plate.

[vereyezuhn]

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Filosophic1 wrote:

I hate to complain, but this has become totally unacceptable.  I have not altered in any way, shape or form, the original programming of my Thunderbolt.  i.e., it has not been rooted.  I downloaded the OTA update, and have been miserable ever since.  Aside from the constant rebooting, (approximately 8 times today so far), after some of the reboots, I have no internet connection whatsoever, and have to do ANOTHER manual reboot to get my data connection back.  At 5-10 minutes per reboot, and a loss of battery power with each reboot, this has gotten past the point of being ridiculous.  A GPS receiver that is semi-accurate at best, a mobile hotspot that can barely go more than a hour without constantly connecting and disconnecting, and absolutely no real help from tech support.  I'm sorry, but the solution to these problems has to be better than:  1.  Pull your battery.  2. Do a master reset.  3.  Do another factory reset. 

For the price paid for these devices, I expect something a little better for my hard earned money.  Having to wipe all data from my phone, and then going through the pain in the neck of having to re-download and install the apps that I had installed previously gets old after awhile.  And I for one refuse to send in a phone that I paid for, and got brand new, for a "Like New Phone"  i.e., a used phone, that could or could not be in worse shape than the phone I already own.  I know that I take meticulous care of my phones, and I for one will not accept someone else's cast off phone, no matter how shiny it is. 

That's my $.02 Verizon....having been a loyal customer for more years than I can begin to count, it's time for you guys to step up to the plate.

---

Your problem is right there in your second paragraph. It's an app that's ruining your phone. Remove all your apps, and do NOT re-download them. I think you'll find it runs a lot smoother

[easymon]

mine worked fine before update even did master reboot and left it stock still had reboot probs. so dont think its apps. gess we have to wait for the next update . or if you exchange phone hope it has old version on it and dont update till fixed update.

[Filosophic1]

---

---

Your problem is right there in your second paragraph. It's an app that's ruining your phone. Remove all your apps, and do NOT re-download them. I think you'll find it runs a lot smoother

---

Ok, I left something out.  After the first of my master resets, I did not reinstall any apps on my phone, and still was having problems with rebooting.  Now, aside from that, what is the point of having a phone that is supposed to be able to run these apps, and then not downloading them?

[GreenRobot]

To everyone following this thread and commenting everything you are saying is why I decided to write this. We bought the Thunderbolt because it's the latest and greatest but are having the same issues with it and Verizon's troubleshooting process is leaving us with second rate used, refurbished, probably fixed factory blemished ( I say this because where do you get used brand new T-bolts ?? ) devices and it's not getting us anywhere but **bleep** off. In my opinion if you can't handle what's going on with your Thunderbolt just reactivate your old phone ( if you're lucking enough to still have it ) and wait for a solution in the way of another update or Verizon actually fixing the hardware. Another option I was presented with on my last call to tech support is VZW offered to replace my Thunderbolt with another device like a Droid X or another 3g device but not a new one it will still be refurbished and I can't even get a 4g replacement as they wont trade for a Droid Charge. Which I thought to be slap in the face since I sold my Droid X to get the Thunderbolt. 

[vereyezuhn]

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Filosophic1 wrote:

---

---

Your problem is right there in your second paragraph. It's an app that's ruining your phone. Remove all your apps, and do NOT re-download them. I think you'll find it runs a lot smoother

---

Ok, I left something out.  After the first of my master resets, I did not reinstall any apps on my phone, and still was having problems with rebooting.  Now, aside from that, what is the point of having a phone that is supposed to be able to run these apps, and then not downloading them?

---

If it WERE the apps doing this, that is NOT a phone issue. That is a corrupt app, and the market is full of them. There are tons of apps that don't work on any Android phone, or that mess them up. Clearly the Thunderbolt is just a mess of a product, and should be recalled if all these complaints are genuine.

[shawnshine]

Look, right now there is a problem, we all know it. Verizon just keeps putting us off. There's nothing they are going to do for you, probably because the problem is much bigger then they thought and is growing. They can't just throw new or like new phones at us all day long. It just costs them money. So they keep stalling us until they can figure out what to do about it. Which so far has been not much.  Why 4G is causing this is up for debate. Some say it's the radio itself, others say it's the firmware that introduced bad code, and still others say it's something goofy with the network adversely affecting only certain batches of the 4g radio that were installed on the phone. I think it's probably a combination of all three. There is only ONE SOLUTION for this until it gets resolved. I say only one because even if you do get a new or refurbished you still run the risk of it getting pooched inadvertently. The ONLY WAY to get your phone to stop rebooting is to switch it to 3G and turn off 4G. NOTHING ELSE WORKS. Trust me. I've been banging away on my phone trying to find work arounds and alternatives. The simple truth is that if the 4G LTE radio is turned on it's going to continue to reset. You can do hard resets all day long and it's not going to fix it. Switching it to 3G only is the right thing to do. You'll lose some speed, but do you really care how fast it is if you can only use your phone for once an hour before it craps out again? Save your sanity. Switch to 3G and ride it out until Verizon and HTC get a fix. Who knows how long it will take? I don't. But I'm tired of listening to Verizon Support tell me to do hard resets and lose all your data again and again. Do a search in the community forum for "Thunderbolt Reboots" to find my quick how to on switching to 3G if you don't already know how. I hope this saves you further aggravation with the phone. Be **bleep** at Verizon, not your phone.

[GreenRobot]

This is what kills me about the whole thing... I described my rebooting and some other misc. issues I'm having with my TB to tech support and of course they want me to try a master reset or they'll send a replacement device. So I asked her to think about the troubleshooting process she is putting me through and asked if we are really going to come to conclusion. I asked this because she kept telling me the new software is the known cause of this issue and until a new update comes out the problem will continue. So I asked " if the update is the issue then why is it still being pushed to phones and if I could get a new un-updated phone my problem would be corrected based on your theory of the update". After some debate she replied with "what do you want me to do" and I said "send me a new Thunderbolt". She over and over said that was not an option but after talking with a supervisor I'm being sent a Droid Charge to see if a completely different device is the solution. Could you imagine this in the car world.. Sir we're sorry your Corvette isn't working out here's a Porsche 911 turbo instead... Really the solution is to send out a more expensive device then to give out a new one of the same device! I guess I'll just take the keys to the Porsche and run then hope it doesn't break down 😄

[Filosophic1]

Turning off 4G does not solve the rebooting issue.  I don't have 4G in my area, and have my phone set to CDMA auto (prl)  I am always in 3g only, and my phone reboots on average 8 - 10 times a day.

[MattP123614]

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vereyezuhn wrote:

You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

---

all this business about not downloading any apps is **bleep**. thats the whole point of a smart phone. its like buying a sports car but being forbidden to take it past 40mph. a smart phone without apps is a waste, therefore it is unacceptable.

[Tidbits]

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MattP123614 wrote:

---

vereyezuhn wrote:

You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

---

all this business about not downloading any apps is **bleep**. thats the whole point of a smart phone. its like buying a sports car but being forbidden to take it past 40mph. a smart phone without apps is a waste, therefore it is unacceptable.

---

off-topic:

Uhm...  You know if you buy a sports car you can't go faster than the speed limit appointed by law... Sure you can go faster, but you the risk is up to you...  Most cars have speed governers nowadays.

on-topic:

My cousin has I believe around 50-60 apps on his T-Bolt and he has very little issues.  When I had my bolt the only thing that stopped me from keeping it was battery life.  I want something that'll last me 10+ hours out of the box and the bolt wasn't it.

[GreenRobot]

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Tidbits wrote:

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MattP123614 wrote:

---

vereyezuhn wrote:

You say to wait a week for usual issues to pop up... Is that what happens with yours each time? If so, that is definitely an app doing this. I read in your previous post that you download only the Google and Adobe apps, try not downloading ANY. I know on my DX, the stock email app that came with the phone slowed it down and messed it up pretty bad, so I stopped using it.

---

all this business about not downloading any apps is **bleep**. thats the whole point of a smart phone. its like buying a sports car but being forbidden to take it past 40mph. a smart phone without apps is a waste, therefore it is unacceptable.

---

off-topic:

Uhm...  You know if you buy a sports car you can't go faster than the speed limit appointed by law... Sure you can go faster, but you the risk is up to you...  Most cars have speed governers nowadays.

on-topic:

My cousin has I believe around 50-60 apps on his T-Bolt and he has very little issues.  When I had my bolt the only thing that stopped me from keeping it was battery life.  I want something that'll last me 10+ hours out of the box and the bolt wasn't it.

---

😄 I love that this topic his gone to comparing our problems with the Thunderbolt to cars since I work for a car dealship and fix car problems everyday. We did buy a sports car it's called the Lightening fast Thunderbolt and the speed limit is 4g speeds. Guess what we can't get to that speed if our cars keep shutting off or won't start at all ( rebooting or not connecting ). Saying it's an app but not being able to prove what app is causing the problem is a cop out. If a customer brought me a 2011 Acura TL and complained that a CD they loaded in their CD player will not download to their HDD drive in their radio I would have to check that, confirm it, compare it to another known good vehicle and either replace the radio, HDD, or confirm the CD is not the right format and inform the customer that they will not be able to download that CD with their hardware. Just replacing the radio every time they tried to load that CD is not fixing the problem. But I guess I can't complain anymore VZW gave me a shiny new Droid Charge and I instantly flooded it with apps and launcher pro ( touchwiz sucks ) and so far no problems...... ok I lied the mobile hotspot doesn't work but after tech support had me do a battery pull, master rest, and sent out another Droid Charge they called me back and said oops the hotspot not working is a known issue and just send us back the phone when you get it.... Just proves there is no accountability for the cost of the poor troubleshooting and complete lack of technical training.. Wake up Verizon it's you and your staff costing you money. You can ignore the fact that an app might be the cause and tell us that third party apps are our problem and not Verizons but they are costing you a lot of money becuse you are pay to ship phones, refurbish phones, pay employees, and credit customers accounts because some apps might be the cause. If your employees came to work in my shop and threw parts at cars and never fixed anything they would pay for those parts and after a few f-ups be fired. After 4 Thunderbolts 2 Charges and many master resets I think the Nexus S on T-mobile is looking really good right now.