Keeps freezing up

[TParis]

My turbo keeps freezing up and I have to do a hard reset on it I've had to do it atleast 4 times today it was fine till they did the updates lastnight

[rksilliw17]

Mine is doing the same, but not as frequently.  It will freeze, not notify me of messages or calls, and I have to hold the power button until it restarts. I've had it for just over two weeks....Verizon???  Motorola???  Help Please!

[vzw_customer_support]

rksiliw17,

Sorry to see that the Turbo is freezing and not showing those notifications. Has the notification trouble been constant or intermittent? Press and hold the Power button (at the right edge of the device; above the Volume buttons) until the options menu appears then release. Touch and hold Power off until the "Reboot to safe mode" prompt appears (approximately 1 second). From the "Reboot to safe mode" prompt, tap OK to confirm. Upon reboot, "Safe mode" appears in the lower left of the unlock/home screen. Does either problem persist when the device is in Safe Mode?

BrianP_VZW
Follow Us on Twitter @VZWSupport

[NCRomans]

I'm having the same issue. On two consecutive mornings, I have the phone freeze where the top 1/7 of the screen scrambles and the phone is inactive. I had to hold the power button to force a restart today, while yesterday the phone eventually restarted itself as I was panicking to figure out what happened. I cannot replicate the problem in or out of safemode. I was using two different apps at the time of each crash. I would link it back to an app, but the freezes have been 1.5 hours difference. Today I was using a third party heart rate monitor app (more accurate than my wife's S5, btw); yesterday froze using Google Play Music.

Because I installed the bulk of all my apps on day 2 of owning the device, and crashes didn't start until day 4, I'm more concerned that this is a hardware issue ... possibly a bad RAM issue.

Edit #1: I wanted to stress that the device was purchased new on 11/28/14 ... Device is 5 days old.

[vzw_customer_support]

NCRomans, we don't want this to be an ongoing issue for you. Soon after getting this phone, did you retrieve a software update?

Based on the details that you've provided, it sounds like a 3rd party application that you downloaded may be causing this issue. Try uninstalling applications one at a time in Settings to see if the issue persists. Keep us posted.

LasinaH_VZW
Follow us on Twitter @VZWSupport

[NCRomans]

Thanks for the response, Lasina. Yes, I did receive and apply the software update.

Unfortunately, I do not believe this to be caused by 3rd party applications. When trying to research the problem on your site, I followed the procedure to boot the phone in Safe Mode. I experienced the crash again hours later. On a separate issue, I have also been experiencing service loss while using the Turbo Charger.

This is unacceptable on a device that is brand new. I'm reluctant to return the device at the risk of getting another lemon, and was told by a CSR last night that'd I'd be responsible for the $35 restock fee, defective unit or not. Unacceptable, Verizon Wireless Customer Support.

[vzw_customer_support]

NCRomans,

Thank you for doing that trouble shooting. It's a great way to get to the heart of the problem. Since the phone did the same thing in Safe Mode that rules out apps as a cause.

I know you are hesitant to swap the phone out, but that is the best course of action at this point. If you are still within the 14 day worry free guarantee timeframe there would not be a restocking fee for the phone. It would be classified as a DOA phone and you would get a brand new one at no extra charge.

You are also able to swap your phone for a different make/model device within the 14 days, but that would prompt a restocking fee as it is not a like-for-like exchange. Did you purchase the phone at a store, online, or over the phone? We are more than happy to help you get the exchange process started.

SarahO_VZW
Follow us on Twitter @VZWSupport

[rksilliw17]

I have had the phone more than 14 days. I purchased it at my local Verizon

store in Orlando, FL. I will exchange it for another one... But only if

I'm guaranteed to get a brand new never been used one. I don't want

someone else's problems.

Keith

On Dec 7, 2014 11:16 AM, "Verizon Wireless Customer Support" <

[vzw_customer_support]

@rksilliw17

I definitely understand your concerns with your newly purchased device.  And I can understand your concerns with receiving a certified like-new warranty replacement.  Please keep in mind, you can return and exchange your device for a new or different model device within the 14 day Worry Free Guarantee Exchange period.  After the 14 day return period, you are still covered at no additional cost.  The manufacturer warranty provides a certified like-new replacement (same make/model) for covered malfunctions and defects. http://vz.to/1s9rTXL

Please let me know if you have any further questions or concerns.  Thanks!

AnthonyTa_VZW
Follow us on Twitter @VZWSupport

[rksilliw17]

I will not accept a used device....as you stated in your first sentence of your most recent reply..."my NEWLY purchased device.... I will accept a new device to replace my new device.  I am outside of the 14 day period.  I want this taken care of by this Friday... If it is not....Verizon will void my contract and I will....I am in the first 30 days of my first contract with Verizon and I'm getting really upset.  Yesterday I was on a phone call....and when I was done with the conversation, the phone would not hang up....it was frozen on the call!!!  I had to hard reset once again to get it to end the call.  This is now beyond unacceptable.  Have a manager call me who will set up the transfer of me taking this phone to a store and exchanging it for a BRAND new one.  Thank you.

[rksilliw17]

And one other thing.....last night the phone gave me a warning that Gallery app is malware!!!  I didn't install that on the phone....it was there when I got it.  How is that possible??  Get me a NEW phone, now...please.

[GalaxyClass]

Go to the Verizon store TODAY and their reply below with that phone while you still have the 1 day window. Your clock is running down and you have a DOA phone.

vzw_customer_support        Dec 7, 2014 11:16 AM                                    (in response to NCRomans)               

NCRomans,

Thank you for doing that trouble shooting. It's a great way to get to the heart of the problem. Since the phone did the same thing in Safe Mode that rules out apps as a cause.

I know you are hesitant to swap the phone out, but that is the best course of action at this point. If you are still within the 14 day worry free guarantee timeframe there would not be a restocking fee for the phone. It would be classified as a DOA phone and you would get a brand new one at no extra charge.

You are also able to swap your phone for a different make/model device within the 14 days, but that would prompt a restocking fee as it is not a like-for-like exchange. Did you purchase the phone at a store, online, or over the phone? We are more than happy to help you get the exchange process started.

SarahO_VZW
Follow us on Twitter @VZWSupport

[rksilliw17]

Sarah...I'm assuming you put in bold the paragraph about the 14 day return policy to either call me stupid or insult me in some other way.  I am 11 days outside of the 14 day window.  Please have a manager call me to set up and exchange for a brand new Droid turbo...stop trying to insult me....you're making things worse.

[rksilliw17]

When I bought a new phone....I wanted a new, never been used phone.  If I wanted someone's used, not working properly phone, I would have went to eBay and bought it.  I've had a "certified" replacement phone before...and it had a bunch of other problems.... Not gonna do that again.

[rksilliw17]

My apologies... I just noticed your text at the top of the forwarded message.  I will go to the Verizon store now.

[vzw_customer_support]

No problem at all. We are always here if you need any further assistance. Please keep us posted in the event there is something that you might need.

VanetrisC_VZW

Follow us on Twitter @vzwsupport

[rksilliw17]

Scratch my apology...I just noticed that message was intended for someone else.... Get me a new phone please.

[NCRomans]

Thanks for the response. I stopped at the VZW on Friday and swapped out for a new Turbo which seems to be functioning well (the bottom right capacitive button is only half illuminated, but not a big deal). I have 4 more days in case something malfunctions again. I think there is a correlation between the manufacture dates and bad phones, but that's a different post.

I don't know if you're being helpful or condescending by highlighting the Verizon Wireless Customer Support comment, GalaxyClass, but I'm aware of the return policy -- it's just that I don't like it. When my S3 arrived and didn't charge properly out of the box, VZW sent me a new charger that seemed to solve the problem. But at day 16 when I attempted to use navigation I found the GPS was also broken. I was told to wait for a software update [which didn't fix the issue]. I had problems with THREE "factory recertified" S3s (including one with fingerprints and dirt on the inside of the camera lens, who recertified that one?). On the last unit, the power button failed after 3 months. I was also outside of my 1 year warranty by then and had to find a work around. I had similar experiences with multiple faulty "recertified" HTC Incredibles way back in the day.

Mostly, Verizon was very helpful in replacing my device, albeit with another broken device. But if you get a lemon, you should have the option of a return in a reasonable amount of time where you could put your refund toward a different piece of equipment -- not pay a restock fee on a broken device, which VZW will not restock but instead return to the manufacturer. And especially not rolling the dice on someone else return.

My attitude for Verizon and the manufacturer after my faulty fresh-from-box Motorola Droid Turbo is not good. I know these things are mass produced, but I have dwindling confidence when my last two upgrades with VZW have been DOA.

[GalaxyClass]

I fully agree, CPO phones from Verizon are hurting them more and more each day in PR cost alone. One needs to just read this forum for proof of that. About all I can say is you were aware of this "CPO policy" before purchase. I am not sure but I believe Apple Stores handle this with a NEW phone. A friend I know had no problem walking out with a new phone in hand after a few months of use. Maybe the next phone ???        

The playing field should be level and fair for everyone.   

[shinagahoo]

My wife and I both got new turbos about 30 days ago.  Both of our phones are freezing at least once a day.  We now put them both into safe mode and will see what happens over the next few days.  We will be following these posts closely.  We are not happy at this time because the freezing is unnecessary and limits us for immediate phone use in the case of an emergency.

[rksilliw17]

Well...the phone still froze in safe mode.  It freezes after I haven't used it for awhile.  When I try to unlock it.....I drag the lock symbol to the bottom of the screen....and that's it....if freezes right there.....and won't come out if it until I hold the power button until the phone turns back on.  This is unacceptable because it doesn't let me know if I'm getting texts, email or calls.....I don't know the phone is not responding until I go to use it.  After I do the hard reset....I always have text msgs or voicemail..... So who knows how long the phone has not been working.  I did notice the last couple times it froze, the battery was pretty low.....probably below 20%....help Verizon.... Please.....I left Sprint for this???