Galaxy S3 Sudden Death

[mysbloom]

Has anyone with a Galaxy S3 experienced "sudden death" on your android where it completely dies? No matter how you try to reboot or recharge it does not work? What did you do to get the problem fixed? I have heard it is due to software updates...

[breezex]

I assume that you have tried the "remove the battery and reinsert it fix"?  Is the battery fully charged?  Bad battery?  Have you tried a cache clear and/or a factory reset via the external buttons?

Take the phone to a Verizon store and see if they will put in a charged battery and test the bad battery theory.

[johnkarnoski]

I have same problem with phone going black at randome times even with a fully charged batter.  I need to take the battery out, put it back in AND/OR charge the phone for up to 20 mins for it to turn on.  Quite annoying, especially when it dies overnight (while on the charger) and my alarm does not sound.

[vzw_customer_support]

I want to help get your device up and running ASAP mysbloom! A software update should definitely not cause the device to become unresponsive. The suggestions to remove the battery or an alternate hard reset are good ones from breezex. In additon, have you tried an alternate charger? I have attached a link below for the hard reset. http://tiny.cc/q2s1vw

[johnkarnoski]

I'm assuming the reply below was for me.  Thanks.  I have checked in with my retailer and was told to return my phone for a new one.  The problem with this phone specifically is:

1) it goes black without warning (no low bat display) and the phone typically has 60-80% charge avail on the battery.

2) the On/Off button will not turn on the phone, even when holding it down for 10 seconds.

3) sometimes removing and replacing the battery will allow the phone to re-start.  Sometimes it will not.

4) when the phone will not re-start after removing and replacing the battery, charging it with the wall outlet charger for 15-20 minutes.  It has on occasion turned on with the start button at this point, but more often than not, it is necessary to remove and replace the battery before the phone will turn on.

5) the phone is not acceptable as it is.  It's not so bad that it goes dead without warning, as it is still (eventually) possible to restart it using the process above.  What is completely unnacceptable is the phone will go dead at night, even when plugged into a wall outler charger, and the morning alarm does not sound because the phone has shut itself off.

John K

<< Private information removed >>

Message was edited by: Verizon Moderator

[technomom]

I have this problem and I have tried this particular "solution" to no avail.   What's the next step to fix this?   A phone shouldn't die after only one year of use!!!

[vzw_customer_support]

Hi technomom,

I am upset to see that you are having this problem. Since you have already tried to troubleshooting steps and the phone will not turn on; we need to get you a replacement. Please Direct Message us your number. We need to reach out to you and get this resolved.

Bobby_VZW
Please follow us on twitter @VZWSupport

[Ann154]

Please post your full username and the complete steps for how a person must follow you BEFORE they can send you a Direct Message!

[jewon0112]

Hi,

My phone has the same problem. I have been using galaxy s3 for one year now. For the three days, it went black all of a sudden at least 10 times a day although it was 90% charged. After removing battery and putting it back, I was able to turn it on.

Last night, the phone COMPLETELY DIED. On/Off button will not turn on the phone, and removing/putting back battery doesn't work. I can't use my phone, and this is a complete disaster.

Please help me with this issue as soon as possible.

[breezex]

Bad battery?  Bad charger/cable?  Battery contact pins dirty, corroded, or not making good contact?  It appears that Samsung GS3 batteries last about a year of hard use.  If you get a year out of a battery consider yourself average.  If you get two years, buy yourseld a six-pack and celebrate.  I just replaced the battery in my GS3 at 14 months because of erratic and poor performance. I pre-ordered the GS3 and received it July 9, 2012.

[vzw_customer_support]

I regret to learn of the issues with your device jewon0112! I would like to review your account so that I can better assist with options. Please follow me back and send a private message with your mobile number along with an alternate number to where you can be reached.

Thank you,

LenaA_VZW
Follow us on Twitter @VZWSupport

[rascue10]

Hello,

This same issue is happening to my phone. It just randomly goes to a black screen like its going to sleep mode but when I press the power button nothing happens, the screen stays black. I have to take my battery out everytime this happens so its getting very very frustrating. How do I get this resolved???

[breezex]

Have you tried?

1. Safe Mode to see if an app is causing the problem
2. Cache clear
3. Factory reset
4. New battery

[rascue10]

I have tried the factory reset and safe mode. I am about to look up the cache clear method and have not gotten a new battery. This just started yesterday too so I figured it was just a system glitch or something. I just performed the cache clear and that didn't work either. So do you think its the battery or the phone? I mean the battery is completely charged.

[breezex]

With all that you have done and if you are sure the battery is fully charged and not flakey (intermittent glitches) then it's looking like a hardware problem.  You could take the phone to a Verizon Corporate store and see if they can test with another batttery or you could start a warranty replacement process if the phone is less than one year old.

[vzw_customer_support]

Let's bring back the light to your Galaxy S III, rascue10! Does the phone go completely off or are you still able to hear calls and notification come through? Does this happen when using a certain app or process? I look forward to getting this resolved with you!

[rascue10]

Hello,

Thank You for getting back to me on this issue. What is happening is right now my phone is on the main screen working perfectly fine, after the phone goes to sleep mode (example the screen goes black) I press the power button or the button at the bottom of the phone, both are non responsive. The only way to get my phone back on is by taking the battery out. This just started on Saturday (9/7/2013). I haven't dropped my phone, no water damage, I have reset my phone three times now. I contacted Verizon support and they sent me a replacement phone but I am sending that back because I am not risking having to pay $500 or more for a like new product (which I think is ridiculous). I haven't even had this phone for 10 months, I know things happen especially with electronics (and I don't mind paying for a replacement, not a $500 replacement) but I haven't even been a customer with Verizon for a full year and with this issue so far I just feel like its about money. Going back to answer some of your other questions, I think the phone is still on when this happens but I am not sure just because I won't know if someone has tried to call me or send me a text message until after I take the battery out and put it back in. Thank you again for contacting me and I hope to get this issue resolved as soon as possible.

[vzw_customer_support]

Thanks for the additional details, rascue10. I can certainly understand your frustration. I'll do all I can to help resolve your concerns.  If the device has been reset on three different occasions and the problems are still persisting, the next best option is to replace your phone. I can understand that you're apprehensive about replacing your phone, but our replacement devices go through a rigorous 100 point check. If you have not sent back the phone we sent out, I would suggest activating it. Give a try for a day or two. Let me know what you decide. Have a great day.

ChaunceyM_VZW

Follow us on twitter @VZWSupport 

[Eunver239]

Hi Verizon support,

'sudden death' problem occurred to my Galaxy S 3 about 6 month after the purchase with no damage, no dropping of phone, no exposure to anything that could have damaged the phone including water... I have contacted Samsung(SS) directly to no avail and quite upset at the way they have responded.   They seem to care little about the complaints by individual customers.     I think that Verizon should get an official answer from Samsung on how to fix this problem that affects seemingly a significant number of customers to prevent it from occurring to your other customers.   

Here is the description of what happened.

1. Contact SS tech support (TS) online for sudden death problem after on the internet I found out that others are having same problem.   SS TS didn't acknowledge 'sudden death' but just reset my phone saying I won't have this problem again although I clearly stated that it is a sudden death and asked if SS now has a solution.
2. The problem recurred in a few days. Re-contacted SS TS.  After all their tech support procedure, they directed me to their repair center (RC) in Texas. 
3. Contacted RC asking about the solution for 'sudden death' - no acknowledgement by RC either but just saying they will fix it.   Got the phone back in about a week with statement of no problem found.   But the same problem recurred in about two days.  I repeated taking out the battery and putting back in for several times to see if it might work this time.   But the problem keeps ocurring. I haven’t been able to use the phone ever since and use my family member’s phone.   Talked to RC manager but he said I shouldn’t have a problem because it went through testing and found no problem although I enclosed a note along with the phone stating clearly it has sudden death problem.   He asked me to send it again.  I asked if they are aware of sudden death but NO acknowledgement although I even asked him to type in ‘SS …’sudden death’ on any web search.    How can they fix it??  i) without being aware of this problem  ii) when their internal test found no fault with my phone  iii) if I send it for the same problem - they will go through the same procedure and may say they found no problem..
4. Got upset and mailed a complaint letter to SS in their New Jersey office with web link to this problem asking for their position on this problem and responsible action – got no reply for a month.   Wrote a second letter – no reply. I even suggested for an objective testing by Verizon or BestBuy where I made a purchase with Verizon 2 year plan.
5. Wrote online to their public relations office – got a same type of reply; Their testing shows I shouldn’t have a problem but send it again to their repair center but still with NO acknowledgement of sudden death.  It has been more than two months on this problem with their lack of responsible technical support.  By the way, I checked my phone again a few days ago and in about 3 days it went completely dead even with battery being taken out and back in.

Verizon, please help. 

[jewon0112]

Hi,

I followed you back three days ago and am still waiting for approval.

Is there any way that I can reach you as soon as possible? I lost all my pictures, contacts, and everything in the phone.

And it is so frustrating to live without a phone for days.

I went to verizon store over the weekend. After an hour of waiting, I only heard that they have never heard of galaxy s3 sudden death problem and I should either buy a new phone or repair mine at my own expense.

It is not my fault that this phone is dead after a year of use, and I also found that they way people at Verizon store treated me was so different when I went with a dead phone from when I went to buy a new phone.

[vzw_customer_support]

Hey there jewon0112,

I'm sorry that we have not gotten back to you yet and I can take it from here.  I've recently went without a phone for a couple of days myself so I absolutely understand where you are coming from. Let's get you back up and running.  I've already gone ahead and followed you so please follow me back and dm me with your mobile number and billing system password.  I'll review the account to determine the next best course of action.

Also include the exact store location you visited.  I would like to file feedback so that the proper coaching can take place to make sure that you have nothing but positive experiences going forward.

NicholasB_VZW
Follow us on Twitter @VZWSupport