Lollipop Killed My Galaxy S5

[lmohearn]

Like most of you the update to lollipop has been disastrous. I have not done a factory reset, that is the only "troubleshooting" I have not performed since installing this disaster of an update. I'm sorry but I do not have the time to back up, reset, and the reset up my phone all over again to fix your mistake. I work in the accounting industry so you know that this is a very busy time of year for folks like me, and not having my phone usable is just complicating things to say the least!

Verizon, for many years I have stuck with you as where I live/work you truly do have the best service/reception. Despite the fact you are the most expensive option available, I went with what worked over saving money. This android 5.0 update however is the final straw in a long line of changes to services and price increases that have made me more and more frustrated to remain a customer of Verizon Wireless. As people have reached out asking when you will fix and release the update to the update that will repair all you have destroyed, you turned and blamed the phone owners for getting their phones "dirty" or "wet". My phone has lived a very pampered life and I can guarantee you that the only thing I did to damage my phone was download and install YOUR version of the Android 5.0 update.

My phone is no longer usable on a daily basis. The phone won't unlock, the battery dies, when I try to type half the time the screen/keyboard is completely unresponsive. Many times I can't "swipe" to answer an incoming phone call, yes a basic function of a phone is to make and receive calls and even that has been compromised. This is completely unacceptable on any level. I pay too much per month to carry around a "paperweight" I hope will work as a phone when I really need it. 

My question is since you destroyed my phone I now need to switch to a carrier that can provide me with the same phone that actually functions properly, please advise what steps I need to take to accomplish this. Please let me know what route I need to take to be released from my contract, free of charge, since you have made it that I am unable to use the product I purchased from you in the manner in which it was intended. I, and all who have spent countless hours trying to rectify the wrong you imposed against us, should be financially compensated for the time and effort we have spent researching "work-arounds" and other shortcuts to try and still use the equipment we purchased from you after you forced upon us an "update" that obviously was not researched or tested prior to its release. My Galaxy S5 is now a mere shadow of its former self, I need to move on and get a working phone so please respond with how we can mutually accomplish this.

[katt1010]

I am guessing we will get no answers, but I have almost all the same issues since update! I went from a great phone to a piece of crap that barely works.

[SharonInDenver]

Same here. I am beyond frustrated and very angry at the way Verizon is treating its loyal customers.

[GaryKelley]

I know what you mean.  I used to laud this phone to everyone, say how it was the best ever.  I loved this phone more than any I've owned before.  And now... Now it's a PITA.  which makes me sad.   I want my phone back.  I want it to be awesome like it used to be.  I wish I had never installed that update *fistshakes* KHAAAAAAAAAAAAAAN!

[lmohearn]

I am beyond done with Verizon. This will be my last phone with them. Apparently they just do not care, they destroyed my phone and will not take any responsibility for their mistake. I have been with Verizon since 2004, so nice to see how they reward customer loyalty.

I am going to try and do a factory reset today as my phone is unusable at times. This is my personal phone but I also use it for work. I have apps I use at work to clock in and out of client jobs and there are days where even the simple task of either clocking in or out on the app is a joke! Tuesday it took over 5 minutes to clock out of a job. The touchscreen becomes completely unresponsive. This usually means I need to restart the phone or pull the battery to get it working again.

I'll post the results of the factory reset later and let folks see if it helped or not.

[SharonInDenver]

. I am now on my 4^th refurbished replacement phone sent to me by Verizon, even though customer support is well aware that the problems I am having are not mechanical in nature, but due to faulty software. Here is a partial list of the issues I am having:

1. The phone overheats, making it too hot to hold and shuts down.
2. The phone doesn’t ring when I get a call. Notification rings do not sound.
3. Text messages don’t go through to the correct party.
4. The phone numbers in my contact list no longer correspond to the correct people. This has had disastrous results and caused a great many problems for me, resulting in lost revenue and unhappy clients. One of my sons has a history of illness and we have an agreement that he will return my text messages promptly, otherwise I start checking the local hospitals. We were unable to communicate for 24 hours because my texts were going to someone else’s number. I cannot begin to tell you the anguish we suffered because of this error in your product.
5. Alarm notifications do not work.
6. Calendar notifications are late and often do not work at all. I relied upon these heavily to get to my meetings on time and attend teleconferences.
7. Ringtones do not work. Period.
8. Apps disappear. Lists are gone. Data has been wiped clean. My entire overseas database of clients on What’s App has been eradicated multiple times.
9. I cannot turn the clicking sound off my keyboard even though the box to do so is checked.
10. The voice message notification system does not reset, and I get messages telling me there is no room left in my message box when in reality there is plenty.
11. Text often appears in white boxes on a white background making it impossible to read.
12. The system turns off by itself.
13. I frequently lose calls and am the recipient of dropped calls.
14. Pressing the back button often does not work.
15. Setting up email is unpredictable and unreliable. I spent well over an hour with GoDaddy last night as they tried to figure out why we could not load my email account on your device. They finally gave up in frustration and told me that they frequently encounter this problem with clients who own the Galaxy series.

I have literally spent hours at the Verizon phone store, done multiple factory resets, spent the entire evening with tech support at the 800 number several times and patiently reprogrammed each subsequent refurbished phone you sent me to no avail. It was an exercise in futility and everyone at Verizon knew it. When all of this failed I didn’t ask to quit my service - I simply asked Verizon to replace my very expensive phone (which is still under warranty) with a model that does not use the Lollipop operating system and I have been turned down flat every time. I have escalated the issue to the managers of the managers, and even called Samsung when Verizon insisted on blaming them for the problem.

The bottom line here is that I spent $500+ in good faith for a phone I purchased directly from Verizon that does not work. They even sold me insurance for that phone for which I am still being charged monthly. Yet, they will not make good on the warranty. This is inexcusable - outright fraud, bad business and the kind of fatal mistake that can ruin a company’s reputation and its bottom line.

I am all out of patience. As far as I am concerned, it is time for a class action suit. I am filing complaints with every government and private agency I can think of. I urge you to do the same.

[Snn5]

No such thing as a class action suit.  Read your agreement again.  Customer Agreement | Verizon Wireless

[RushFan2112]

So, you would rather live with phone you can't use for days/weeks on end than take a little time to factory reset it? 

That makes no sense. 

Factory reset it before you go to bed, log into the Google account, make sure WiFi is on, and stick it on charge overnight.  Your phone will then proceed to reload itself.  When you wake up in the morning your phone will like be pretty darn close to what it was before you reset it (software/settings).

[bearone21]

there's no guarantee the reset will resolve any issues & leaving it on the charger all night does nothing after it's charged to 100%.

[lmohearn]

I spent the time yrsterday to backup my phone extensively to do the factory reset. Due to numerous part time jobs and running my own small business my phone is a very busy phone. I have 10 email accounts, along with the normal apps, messages, phone logs, etc.

Once I was satisfied that I should have a backup of everything I hit the scary factory reset. The phone went through the reset and arrived at the setup screen. I began the setup. Then stared restoring. I was a bit disappointed that one thing that didn't backup successfully was my text messages. I have messages from 12/2014 back but all of my 2015 texts have disappeared. Oh well....

So my results so far? Apps open with no lag, the issue of trying to type and getting no response from the keyboard is gone. So far the phone seems to be functioning very well. My battery has not been hot since the reset, battery life will still need to be watched. During the backing up process prior to the reset even plugged in the battery was losing power. Then I had to head out for the night as I had plans with friends.

This morning the phone has been off the charger for about an hour and a half, and I was continuing the set up process. So the phone has been heavily used and I'm at 83% battery right now. Overall I'm calling the reset a success. My issue is the fact that a system update means I need to do a factory reset. When my PC OS updates I don't have to factory reset that, why then on my phone must I do this? It's frustrating to say the least.

I have non Verizon friends that didn't have to do a factory reset after the lollipop update. And when myself and many others contacted Verizon their first response was that we phone owners must have done something to damage our phones. No, the only thing I did to "damage" my phone was to install the system update.

[RushFan2112]

From my experience, whether a phone needs a factory reset seems to depend a lot on how much stuff is installed on it.  I usually delete a ton of apps (especially those I rarely use) before doing a reset.  I have never had to do a reset on my phones, but my wife's phone has always been the opposite.

[RushFan2112]

Leaving it on the charger will keep it charged while it is going through auto-reinstalling everything.  I recommended he do it before bed, because he didn't want the downtime during the day.

[Tanner24]

You can reset it, but you'll end up with the same problems

[pinkalot5]

Thank you....it royally screwed mine up to ...takes all day for anything to come up now , half the stuff won't come up ...it's a bunch of bs

[lmohearn]

Just more follow up. Yesterday after posting my update after the factory reset all seemed good. Well, a few hours later a few small issues reappeared. Contacts has stopped responding error was one of the first. Then an hour later I tried to respond to a text message and the non responsive keyboard issue reappeared. I type, the keys look like they're typing, but the message space remains blank. The stock text app closes randomly while sending or reading texts. Sigh...... Thought the reset had worked but issues still remain.

While my phone is a busy phone I don't have a ton of apps installed on it. No games, just business/work related apps. So I'm still frustrated that my phone was great and now it's still not right after the lollipop upgrade.

I hate the notifications in the new upgrade. It's almost like it was written to use more resources. Instead of icons in the upper left you get lovely banners across the lock screen. The upper left new just proclaims you're stuck with Verizon Wireless. If you shut off the banner notifications then you need to completely unlock the phone to see what the notification is. Ugh. Hate it.

[junkr]

Lollipop killed mys5. DEAD! After the system update, my phone started doing random reboots and freezing. In the past couple weeks it got so bad I had to drop the battery and restart every time I wanted to use my phone. So yesterday I got mad and did a factory reinstall. Was setting up my preferences when my screen went black and the phone died. Will not turn on at all. Not a charging issue. It is dead. Luckily I haven’t had it that long, and it is still under factory warranty. Just have to wait to have them send me a replacement. I found an old phone that I am having to use. 3G no less. I am NOT happy, and as soon as my contract is up, I will be an iphone convert. I’m done with Android.

[DMZMAN]

After months of nonsense dealing with my S5 as a result of downloading the Lollipop update, Verizon in it's infinite wisdom finally heard my screams (many many many of them since Lollipop's first release Early February), and finally sent me a replacement unit when I let them know I just had open heart surgery.  I got a recertified Galaxy S5. Low and behold IT HAS KIT KAT ON IT! Android Version 4.4.4 !!  Can ya dig it? 

All is well again, just like it was when I 1st got the phone.  I laugh at and ignore the daily reminder that pops up on the screen to download this pathetic update.

To this day, EVERY VZW tech support individual I've spoken with ADMITS the Lollipop update was a disaster.  Believe me, VZW knows Lollipop is not yet ready for prime time.

[Snn5]

And...LP will auto install in a matter of days.  Make sure you factory reset BEFORE you install it.  Make sure you do not backup app and app data.

[radar320]

It is getting frustrating with all the problems the lollipop update has caused on this phone with no help or indication of any fixes coming down the pike, to see all these older phones and S5's on other carriers getting newer versions of lollipop pushed out to them.  Time to get off the couch Verizon and fix this mess.

[LIsaC3870]

Killed mine as well.  Did a factory reset and didn't help.  Have been to Verizon numerous times and all they tell me is "sorry....the lollipop fix/patch should roll out soon."  Its ridiculous.  I am in the middle of calling patients back and the phone decided to shut down and restart itself.  RRRRRR

[vzw_customer_support]

We definitely want your phone back in tip top shape, LIsaC3870. Have you wiped cache partition on the device? http://vz.to/14myEKU

LynnE_VZW Follow us on Twitter @VZWSupport If 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!!