There is a not insignificant amount of people complaining about phones which upon activation (can make and receive calls) cannot receive 3g or 4g Data.
Pertinent Threads:
http://community.sprint.com/baw/message/414670#414670#414670
http://community.sprint.com/baw/message/415272#415272
about 7 pages of posts from just 2 threads on the front page.
haven't even looked in the general samsung or customer service forums for individual complaints yet.
Observed BEHAVIOUR:
* The phone is unable to maintain a consistent connection to 3G.
* At times it'll connect to 3g. for a few minutes at most then lose the connection and ip address.
* The signal icon doesnt say 3g. just shows bars. either says 1x/RTT in status or Evdo Rev A.
The SHADYNESS:
From the threads above. We discover
Sprint WAS until yesterday (4/24) replacing these defective handsets with new ones over the phone.
On that morning there was a memo instructing support members to tell customers that a "open network ticket" has been opened and that it has nothing to do with the handset.(This is what happened to me tonight.)
DESPITE
1. that I can ESN Swap back to my epic 4g and see everything is working quite well.
2. demo Galaxy Nexus at the stores have their data working perfectly well.
empirically speaking, 1. eliminates the possibility of it being a activation/provision issue,
2. eliminates the possibility that its LTE/3g activation related or a widespread network issue.
Sample Experiences from people in the sprint forums.
I've so far counted 31 instances of people having a faulty phone in my limited research on this topic. If we take into account the small microcosm forum users are of regular users. We can extrapolate that there is a widespread defect. adding the factor that sprint has come up with a "story" for their customer support reps to use to tell customers it will be 48 - 72 hours before getting a answer. We might surmise this is because they don't wish to use up current limited stock on exchanges of faulty phones.
I'm curious how much this has affected any of you.
Baseband/Kernel/Software versions of those who have issues:
Model: Galaxy Nexus
Kernel: 3.0.8-000006-g7f9fec6 se.infra@SEI 29 #1 SMP PREEMPT TUE MAR 27 14:48:25 KST 2012
Baseband: L700.05 V.FC12 / L700.FC12
Build Number IMM76D.L70012
FB mode details:
Product name - tuna
Variant - toro 32gb
HW version - 14
Bootloader PrimeLC02
Baseband Version L700,FC12
CDMA l700,FC12
SIGNING: PRODUCTION
What I've personally tried aka Hours of my life I'll never get back.
* Dialer Code Hard resets, 1 hour troubleshooting with dialer codes with sprint tech
* Factory Resets
* ESN Swapping to verify that my Epic 4g is rather golden. my Gnex is not.
* Connecting to wifi to download newest profile updates and PRLs.
* Switching between CDMA and LTE/CDMA modes.
* Checking CDMA diagnostics with the qualcomm tools and stuff for some kind of obvious error
because after 6 hours of troubleshooting I've gone ADD OCD.
* Parking next to the fence of the nearest confirmed LTE/CDMA sprint cellphone tower.
Basking in the warmth of Cancer granting 3g/4g deliciousness. Cycling airplane mode.
Updating Profile/PRL/LTE on and off/activation as I whispered sweet words of encouragement into the headset.
* Praying.
* Sacrificing a goat to Sprint CEO Dan Hesse
* Breaking down, crying, calling customer support again.
* They tell me it's not my phone's fault. There's a network issue. He'll open a ticket and fix it by tomorrow!
* More crying.
* Decided to be a big boy. and go Look for evidence of this network issue.
instead I find widespread posts about people getting them replaced with
working phones.
THIS IS XDA. NOOB. OBVIOUSLY YOU MUST HAVE ROOT/RAPEFLASHED/ILLEGALLY
MODDED/QXDM'd up the phone til you broke it. Don't be a lying liar.
Surrender control and experiment data!
Wasn't working locked, stock and barrel. Sam I am.
Wasn't working unlocked. Wasn't working locked again.
Wasn't working unrooted, rooted or unrooted again.
Wasn't working after epst dialer code hard resets.
Wasn't working after profile updates, prl updates.
or after CWM factory settings/cache/dalvik wipe 3x wipe.
or after factory reset.
Wasn't working when i swapped to EPIC 4G and back to Gnex and reinitiated
Hands free activation with a epst hard reset.
Wasn't working before I even had the chance to properly flashrape the phone.
Wasn't working before, during or after my green eggs and ham either
Sam I am.
HEY OP DUDE. Sprint won't replace my phone! Store says stock it has is for sale not for repairs/exchange! HULK ANGRY
Banner down dude.
I got a fool proof plan for you. Bro.
edit: Got it replaced at a store. SUCCESS!
I didn't even have to go any further than Recourse 1.
Framework for getting a exchange/repair.
Note that while doing all/any of the below. You must remain polite, calm and civil at all times.
Everyone you are talking to with the exception of store managers tend to just be "Cogs" in the machine.
They are not the source of the problem. They are people. You catch more flies with honey than vinegar.
by being civil, understanding and reasonable. You negate their ability to excuse and ignore
any fallout from their behaviour by saying you were a entitled irrational angry psycho customer.
1. Find a Corporate Sprint Service/Repair Store nearby. Call ahead first. Ask if they have galaxy nexus in stock. Tell them thanks. Hangup.
Bring a notepad and pen with you to the store. Explain the situation and how it's a known problem. (you have a open network ticket but that you find it strange that their gnex in store works.) ask them how it can be a network issue. "Clearly it has to be the phone right?" ask them if they can exchange the phone. if they say no. ask why. If they say they have none in stock. state that you called before hand and they did. If he says they are for sale only. Take your pen and note the lie and reason. Look up, Smile, ask for their name, sprint id. and their manager, his name and his id and the store number. Should they ask why. Simply say so you can have it for reference and documentation to when you speak to executive services to help get your problem resolved.
Remain in the store.
2.Call customer support refer to your open network ticket, ask them how it can be a network ticket if the stores galaxy nexus works perfectly. Ask if they could ship you a replacement or ask the store to exchange yours.
Should that fail. Run the same routine you did above. get first guy's id. if he makes his manager close the call. get his name and id if necessary.
3. Google these keywords: sprint consumerist executive customer service
Find the number
Call it while you are still in the store in front of the employees or manager. (Be cool.)
Politely explain what's gone on. and the steps you've taken to resolve. (and how you've exhausted everything reasonably )
and if they lied about it being a known issue or whatever. indicate their failings in a factual manner. give the lady their store ID, the employee and managers names as well as your customer service rep's and his manager's id. (if they lied about it being a known issue and about the change in policy)
and that you've tried to be reasonable about escalating the issue yet
These employees have been deceptive and unhelpful despite every reasonable step you've taken.
More interested in having stock to sell and maintaining numbers than customer care. blah blah blah
If the store employees don't try to stop you before you call or during the call.
it's pretty much guaranteed exec services will take care of you, Punish the store if they were unhelpful and lied.
and get a working phone for you faster.
FOOLPROOF!
or so I hope. but as mike tyson said. "Everybody's got a plan til they get KTFO."
Pertinent Threads:
http://community.sprint.com/baw/message/414670#414670#414670
http://community.sprint.com/baw/message/415272#415272
about 7 pages of posts from just 2 threads on the front page.
haven't even looked in the general samsung or customer service forums for individual complaints yet.
Observed BEHAVIOUR:
* The phone is unable to maintain a consistent connection to 3G.
* At times it'll connect to 3g. for a few minutes at most then lose the connection and ip address.
* The signal icon doesnt say 3g. just shows bars. either says 1x/RTT in status or Evdo Rev A.
The SHADYNESS:
From the threads above. We discover
Sprint WAS until yesterday (4/24) replacing these defective handsets with new ones over the phone.
On that morning there was a memo instructing support members to tell customers that a "open network ticket" has been opened and that it has nothing to do with the handset.(This is what happened to me tonight.)
DESPITE
1. that I can ESN Swap back to my epic 4g and see everything is working quite well.
2. demo Galaxy Nexus at the stores have their data working perfectly well.
empirically speaking, 1. eliminates the possibility of it being a activation/provision issue,
2. eliminates the possibility that its LTE/3g activation related or a widespread network issue.
Sample Experiences from people in the sprint forums.
moonsea63 said:
I've so far counted 31 instances of people having a faulty phone in my limited research on this topic. If we take into account the small microcosm forum users are of regular users. We can extrapolate that there is a widespread defect. adding the factor that sprint has come up with a "story" for their customer support reps to use to tell customers it will be 48 - 72 hours before getting a answer. We might surmise this is because they don't wish to use up current limited stock on exchanges of faulty phones.
I'm curious how much this has affected any of you.
Baseband/Kernel/Software versions of those who have issues:
Model: Galaxy Nexus
Kernel: 3.0.8-000006-g7f9fec6 se.infra@SEI 29 #1 SMP PREEMPT TUE MAR 27 14:48:25 KST 2012
Baseband: L700.05 V.FC12 / L700.FC12
Build Number IMM76D.L70012
FB mode details:
Product name - tuna
Variant - toro 32gb
HW version - 14
Bootloader PrimeLC02
Baseband Version L700,FC12
CDMA l700,FC12
SIGNING: PRODUCTION
What I've personally tried aka Hours of my life I'll never get back.
* Dialer Code Hard resets, 1 hour troubleshooting with dialer codes with sprint tech
* Factory Resets
* ESN Swapping to verify that my Epic 4g is rather golden. my Gnex is not.
* Connecting to wifi to download newest profile updates and PRLs.
* Switching between CDMA and LTE/CDMA modes.
* Checking CDMA diagnostics with the qualcomm tools and stuff for some kind of obvious error
because after 6 hours of troubleshooting I've gone ADD OCD.
* Parking next to the fence of the nearest confirmed LTE/CDMA sprint cellphone tower.
Basking in the warmth of Cancer granting 3g/4g deliciousness. Cycling airplane mode.
Updating Profile/PRL/LTE on and off/activation as I whispered sweet words of encouragement into the headset.
* Praying.
* Sacrificing a goat to Sprint CEO Dan Hesse
* Breaking down, crying, calling customer support again.
* They tell me it's not my phone's fault. There's a network issue. He'll open a ticket and fix it by tomorrow!
* More crying.
* Decided to be a big boy. and go Look for evidence of this network issue.
instead I find widespread posts about people getting them replaced with
working phones.
THIS IS XDA. NOOB. OBVIOUSLY YOU MUST HAVE ROOT/RAPEFLASHED/ILLEGALLY
MODDED/QXDM'd up the phone til you broke it. Don't be a lying liar.
Surrender control and experiment data!
Wasn't working locked, stock and barrel. Sam I am.
Wasn't working unlocked. Wasn't working locked again.
Wasn't working unrooted, rooted or unrooted again.
Wasn't working after epst dialer code hard resets.
Wasn't working after profile updates, prl updates.
or after CWM factory settings/cache/dalvik wipe 3x wipe.
or after factory reset.
Wasn't working when i swapped to EPIC 4G and back to Gnex and reinitiated
Hands free activation with a epst hard reset.
Wasn't working before I even had the chance to properly flashrape the phone.
Wasn't working before, during or after my green eggs and ham either
Sam I am.
HEY OP DUDE. Sprint won't replace my phone! Store says stock it has is for sale not for repairs/exchange! HULK ANGRY
Banner down dude.
I got a fool proof plan for you. Bro.
edit: Got it replaced at a store. SUCCESS!
I didn't even have to go any further than Recourse 1.
Framework for getting a exchange/repair.
Note that while doing all/any of the below. You must remain polite, calm and civil at all times.
Everyone you are talking to with the exception of store managers tend to just be "Cogs" in the machine.
They are not the source of the problem. They are people. You catch more flies with honey than vinegar.
by being civil, understanding and reasonable. You negate their ability to excuse and ignore
any fallout from their behaviour by saying you were a entitled irrational angry psycho customer.
1. Find a Corporate Sprint Service/Repair Store nearby. Call ahead first. Ask if they have galaxy nexus in stock. Tell them thanks. Hangup.
Bring a notepad and pen with you to the store. Explain the situation and how it's a known problem. (you have a open network ticket but that you find it strange that their gnex in store works.) ask them how it can be a network issue. "Clearly it has to be the phone right?" ask them if they can exchange the phone. if they say no. ask why. If they say they have none in stock. state that you called before hand and they did. If he says they are for sale only. Take your pen and note the lie and reason. Look up, Smile, ask for their name, sprint id. and their manager, his name and his id and the store number. Should they ask why. Simply say so you can have it for reference and documentation to when you speak to executive services to help get your problem resolved.
Remain in the store.
2.Call customer support refer to your open network ticket, ask them how it can be a network ticket if the stores galaxy nexus works perfectly. Ask if they could ship you a replacement or ask the store to exchange yours.
Should that fail. Run the same routine you did above. get first guy's id. if he makes his manager close the call. get his name and id if necessary.
3. Google these keywords: sprint consumerist executive customer service
Find the number
Call it while you are still in the store in front of the employees or manager. (Be cool.)
Politely explain what's gone on. and the steps you've taken to resolve. (and how you've exhausted everything reasonably )
and if they lied about it being a known issue or whatever. indicate their failings in a factual manner. give the lady their store ID, the employee and managers names as well as your customer service rep's and his manager's id. (if they lied about it being a known issue and about the change in policy)
and that you've tried to be reasonable about escalating the issue yet
These employees have been deceptive and unhelpful despite every reasonable step you've taken.
More interested in having stock to sell and maintaining numbers than customer care. blah blah blah
If the store employees don't try to stop you before you call or during the call.
it's pretty much guaranteed exec services will take care of you, Punish the store if they were unhelpful and lied.
and get a working phone for you faster.
FOOLPROOF!
or so I hope. but as mike tyson said. "Everybody's got a plan til they get KTFO."
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