Touchscreen Issues Growing Across G2 Owner Community...

[billyjk]

There is a well-documented defect in the G2 software that surfaces as erratic touchscreen behavior.  I am active on XDA and Android Central forums trying to identify the cause of this issue and trying to get LG and VZW to address it with a software update.  I have also posted on social media attempting to get the attention this deserves.  In addition, I have created a "Voice of the Customer" defect report with LG.

I have provided links below for your reference rather than duplicate all of that text in this post.  Just these two threads alone currently have over 15,000 visits by G2 owners, many of which have already observed this defect.

Here is the XDA thread that I started that clearly describes the problem, complete with YouTube links and the latest on this G2 defect:

http://forum.xda-developers.com/showthread.php?t=2521663

Here is the Android Central thread to which I contribute:

http://forums.androidcentral.com/lg-g2/317709-g2-touch-screen-issues.html

The G2 community is calling for LG and VZW to weigh-in on this issues.  A large number of G2's are being returned, which can't bode well for VZW or LG.

[katiekay0216]

Are you serious? I just explained my entire situation and never did I mention that having anything to do with anything I'm having issues with.  This is why your customer service is so terrible because not only do you ask the wrong questions but you give irrelevant solutions. This is a widespread issue with almost every LG G2 user so it would be a lie to say you're unaware. I can't even send texts anymore because this update messes with the network connection

[#3]

You Said:"This is a widespread issue with almost every LG G2 user so it would be a lie to say you're unaware".

This statement would be absolutely false. My wife's LG G2 has no problems with it what so ever. It is not even wholly discussed all over the net as an issue.

Every update although should be better and not cause issues; on certain devices it does.

This is the maker of the phones responsibility and Google who makes the OS. Contact LG USA and have them assist you. See if they deny the issue.

Verizon just provides the connection to the cellular and data network.

I do agree that customer services don't really read the issues and reply as a generic absolutely no help many times.

Good Luck

[katiekay0216]

You're joking right.  There is article after article with thousands of LG G2 users having issues after the update.  It is clear that it is widespread. Good I'm glad your wife is have a wonderful time with it, that's why I said "almost"

[#5]

I never joke when trying to help.

LG G2 Android 4.4 KitKat Update Backfires - Alpha Wired

In this article it is stating LG is aware of certain complaints. They are saying its users not knowing how to operate their devices after the Kit Kat update. Logical.

Quote:

Information from the manufacturer already acknowledge the difficulties pointed out by clients who have received downloads but have so far advised those currently receiving the same updates to just accept them as they sort out the issues.

Additionally why would LG tell you to contact Verizon. LG is the company that must send out a fix after Google makes one. The statement almost everyone is not correct. A number of owners are having this issue etc, is more accurate. But in the article below many others are saying its excellent. ( My wife must be lucky, no update to any of her devices has been an issue)

http://www.gottabemobile.com/2014/04/24/lg-g2-android-4-4-kitkat-update-problems-emerge/

And the problem is not just Verizon. This article states LG must get a fix for the update as they did with AT&T so Verizon customers can have a working device.

It is so easy to blame Verizon for something LG is responsible for.

Good Luck

[katiekay0216]

It doesn't matter if it makes sense to you that LG sent me back to Verizon.  Thats what happened its not a fact that's up for debate

[#7]

I am again going to make a statement of fact, or maybe as a question to ponder. Your choice.

Question: If in the articles I posted above LG USA is saying they are aware of the issue with the update and are working on it, and that in the second article LG USA is saying (not me) they have found some of the issues are customer related due to them not knowing how to use the updated features.

"Why would LG send you back to Verizon Wireless when the problem is solely on LG USA"?

Verizon makes nothing, no devices or accessories, nothing but tons of money!

As you eluded in your other post when you call them (Verizon) they can do nothing for you and tell you that you must just wait. Or laugh at you? It is true you are now stuck with a device not stable. I have read this morning on Google+ that kit Kat has now being pushed out for three other phones and folks are posting that it is buggy, unstable, and the normal my screen is black, volume is low, battery life is terrible, they lost 4G LTE, reception is worse than before yada yada yada. And these are Motorola Devices, Note 3, etc.

You see the same people that cried where is my kit Kat or my key lime pie or pumpkin pie OS are now crying how they never should have updated. How can I roll it back to the old OS?

Although this is not your fault personally, the accountability is on Google for the Operating System and in your case LG USA.

Your lawyer can do nothing against Verizon. Maybe a suit against LG would be possible.

Your choices are to keep calling and complaining and it will just be deflection as you are getting now.

LG telling you to call Verizon (again why), and Verizon telling you to contact LG ( these are the responsible party) or is it actually Google since they make the updates? Hmm I wonder.

And please remember why is it many people that have your device have no issues what so ever? Does make you wonder.

I am suggesting you simply take Verizon to court for the cost of the device in small claims at this point. Tell the court the device was replaced xxx number of times, and that you either want the money refunded or a different brand device. What do you do if that device is faulty?

http://www.BBB.org and see if a complaint via them gets you better results.

Sorry this is so long.

Good Luck

[katiekay0216]

First of all,  calling them is the only way to get anything done. Secondly I don't care if you think  Verizon and LG flip flopping me is weird or not, that's what happened. Secondly, Verizon won't give me a phone from another manufacturer which is exactly what I'm dealing with right now. I don't, and shouldn't have to, explain myself to you. This my factual life and what I'm going through with admissions from both parties about the volume of complaints they are getting verbally to me in the weeks of phone calls I have experienced. You can try to debunk my statements all you want based on your experience but it doesn't change the facts that are true to my life.

[#9]

Calling Verizon would be like calling the water department when my electric goes out. They (Verizon) are not going to assist you. I am not now and if you carefully read my reply to you see that I don't like the way you are treated.

I am trying to get you to seek another avenue. Verizon is not going to call you. Just look at the response here from customer service.

Unless you get LG off their duffs to warranted the device for you, it will be a long string of replacement phone after replacement phone and its due to a faulty update of the Operating System. All Verizon will do is replace the device with a refurbished phone, and then the situation may be the same as what you are going through now.

I am not doubting what you are going through.

try http://www.bbb.org and file a complaint and maybe Executive Escalations can assist you better.

Good Luck

[katiekay0216]

Again, Verizon is also responsible because they help finalize these software updates.  All LG can do is give me another LG G2 as well. I've already spoken to them. I don't want another LG device,  which is where the jerk in tech support at Verizon started his horrific behavior. He said so go buy another one if you don't like it, that's what sane people do. Why? Why should I be spending any money from my pocket for a different phone when I'm not the one who created these issues? Because they want me to keep paying a monthly bill for dud after dud after dud for a device who's software they haven't fixed yet.

[#11]

Now we are in complete agreement!

[B33]

Well what I was going to suggest maybe again Elector is if Katie could get a replacement LG one that does not have Kit Kat already installed on it..  As I mentioned I think in the thread I got a Droid Max  Installed Kit Kat and I had trouble with I took it back got another one before the 14 Days was up and on my present Droid Max I still have Jelly Bean on it and when the update pops up I just ignore it wave it off for as long as I can usually 23 hours..

Katie if your Local store gives  you the option to replace your LG.. see if the replacement still has Jelly Bean on it. It will show in the About Phone section with a number similar to this 4.2.2  if it has 4.4 on it then it's on Kit Kat..

Good Luck too ya..

[katiekay0216]

This one didn't have kit Kat when I got it but every few minutes to every few hours it would ask me to update my phone and give a choice on when to remind me again should I choose to not do it at that moment. it never gave me an option to never update. But what I would do is set the reminder clock waaaayyy ahead of time to try and avoid the annoying notifications, but even if it wasn't time I would still get them popping up on my screen. I always set it at least 15 hours ahead and in my sleep it updates anyways even though I didn't consent. So I tried really really hard to keep jelly bean. Trust me, there's no way I would ever ever willingly allow kit Kat back on my phone. I was right, it ruined it.

[katiekay0216]

Also I asked twice the day before my 14 days was up and they would avoid the question.  then on this last eventful phone call,  day 16, they refused to let me return it because it was past 14 days

[#15]

Yep and that is the way they have been doing it. It's a real shame.

[vzw_customer_support]

Hi there, katiekay0216!

I want to make sure that all of your concerns are addressed. I see that we asked for a private message so that we can assist further. Did you send the message? If not, please follow me back and send me the message so that I can better assist.

Thank you,

LenaA_VZW
Follow us on Twitter @VZWSupport

[katiekay0216]

I'll private message you when I get the phone calls from the supervisor I was promised four days ago. After all, Roy was supposed to call NE in "24-48 hours". Never happened

[katiekay0216]

*me

[vzw_customer_support]

katiekay0216,

We always want to follow through with our promises, I apologize for dropping the ball in this case. We're always here to help, send us a private message when ready.

AdaS_VZW
Follow us on Twitter at @VZWSupport 

[vzw_customer_support]

Katiekay0216,

I do apologize that no supervisor hasn't called you back yet. That doesn't seem to be like us. We would love to assist you further and help you out. But, your user name on here is not tied to your actual account. Can you please send a private message so this way we can get your account information and get to work on the issue ASAP for you? We hope to hear back from you.

KevinR_VZW

Please follow us on Twitter @VZWSupport

[katiekay0216]

It will not allow me to send the message to you so I guess not

[#22]

I told you what to expect.

http://www.bbb.org

File a complaint. (removed) A deflection.

This is not the way service should be, but it is what Verizon has become.(removed)

Good Luck

Edited as required by the

Message was edited by: Admin Moderator