A few weeks ago I did the recommended update on my Galaxy S5 to the highly anticipated Lollipop 5.0. Ever since then it's been nothing but problems.
So with no other options on what to do, I did what my local cell phone store recommended, I did a Factory Reset. The only thing that did was delete all my data which was reinstalled via the Cloud but still the same problems. In order to have a working phone, I had my local store switch my service from my Galaxy S5 to my older iPhone S5.
On Friday March 13th, I called Samsung customer service wanting to know when the Lollipop 5.1 or 5.0.1 was to come out. After a long discussion and even them recommending doing a Factory Reset I got nowhere. The customer service rep connected me with a Google rep and we had a 3 way (hee hee) call. Both Google and Samsung threw Verizon under the bus and said it was their issue and I needed to call them. So I did. First talking to a customer support rep and then getting transferred to the "Next Level Support" rep. The Verizon rep said that the only way to fix the issue was to wait for the next update (duh) but that Verizon has no clue as to when an update would be released. Verizon said that either Samsung or Google should have that information. So I went in a complete circle with all the companies and have gotten nowhere.
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Solved! Go to Correct Answer
Waited for Samsung Rep to call me back at 4pm yesterday. At 7pm I gave up and called them and got a rep I could here and understand. We finished troubleshooting in SAFE mode and checked back up. Then did a "wipe and factory reset" . He said it would take awhile to restore and promised to call me back in 30 minutes. While updating the previous Samsung rep called me back and asked if I was ready to continue troubleshooting. He called % HOURS LATE !!! I blew him off and said I was working with another rep . The second rep called me back as promised just as my phone had flawlessly restored all my data and apps.MOST IMPORTANT, THE PHONE APP WORKS!! I asked if I should check for updates to the phone and he advised against it until foreced to as long as everything was working.
So restoring the phone to factory setting cured my problem and there is at least one rep at Samsung who knows what's going on. Very polite, professional and most of all kept his word about calling back.
same here....have had my phone since december i can't stand the new update...did a reset and NOTHING changed...wish i could return the phone and get the droid turbo.
I couldn't be more disgusted.
Worse, my local verizon wireless store was so inept that I walked out mid conversation. When I asked what a solution might be, she said, "A Mophie case is the only solution."
When I said, "So you guys sell me a phone that basically doesn't work?" The person that was "helping me" insisted that the updates come from Samsung, not Verizon Wireless, and said, "Well, it comes with 4.4 on it when we sell it to you."
I've never wanted to punch a salesperson square in the face so much in my lif.e
Google Makes Lollipop or any other android OS. They send it to the people who make the phone, Samsung and they add what they want their phone to have and send it to the carrier to send to your phone. Verizon never touches the code or any part of the update. This has been covered Extensively by many many different sources including many on this forum.
Not to start a fight, but thats categorically untrue.
VZW is responsible for the QA, just as all of the carriers are responsible for the rollouts of their updates.
If Google/Android or the manufacturers were responsible, they wouldn't be rolled out by carrier. Thats why AT&T still hasn't rolled theirs out. They obviously have a higher quality standard than VZW did on this one.
QA and making the update are 2 totally different things. You need to realize too that Verizon isn't going to install every single app in the App store to make sure it works on the update. They install it on a blank out of the box factory phone.
To add to that people need to stop begging for the update and changing carriers to get the update, when that happens there won't be the rushed drop of updates with so many problems.
Completely agree that they are two separate things. But its the responsibility of QA to make sure that the customer doesn't get handed a product that doesn't work. And this isn't just "some app," this is the operating system, and should be treated differently.
I did two full factory resets, deleting the cache, everything -- and lollipop still doesn't work right. Battery life, crashes, lagging apps, it really is awful. And I'm not some techno luddite. I've rooted plenty of phones and run custom ROMs and this is by far the worst one I've used.
I'd agree that there's a lot of outcry for the latest (allegedly) greatest versions of the OS, but that is mostly response to the buzz that Google, Samsung and Verizon all put out. They build the demand. It is still the responsibility of VZW to not release the update until they have worked out the kinks. There's far too many people with the same problems for them to brush over it.
The biggest reason to put the burden on VZW, though, is a simple one. They are the people who sell it to you. You go to the Verizon store and pay Verizon. There is no Google store or Samsung store to go to with your problems. Maybe thats unfair to VZW to some degree, but that is the dynamic of this business. You aren't a Samsung customer, you are a VZW customer. VZW chooses which phones you can have. VZW dictates when they roll out updates. VZW takes your money, so they take the brunt of the blame. Especially when other carriers aren't having the same problems.