At&t captivate shut down press release

[bobapunk]

0948 are the last 4 of my IMEI. I have had the phone for about a year and have experienced a few random sleep deaths...

My phone is a 1009 build and I have never had a problem rooting or flashing ROMs.

Should I bother trying to exchange it?

 

[reinbeau]

0948 are the last 4 of my IMEI. I have had the phone for about a year and have experienced a few random sleep deaths...

My phone is a 1009 build and I have never had a problem rooting or flashing ROMs.

Should I bother trying to exchange it?

I've had a few myself, they were all kernel related, though. I wouldn't return mine, it's build 1007 and my IMEI is within range.

Sent from a state of Serendipity

 

[steveorg]

Out-of-warranty replacement

I wish I had seen this thread several months ago since my cappy is out of warranty. I've tried to get AT&T to replace the phone by taking the position that this was effectively a recall, so warranty limits should not apply.

The Service Bulletin says "...please assist them with exchanging their device." There is no language that limits this to a warranty replacement.

Has anyone had success with an out-of-warranty replacement?

 

[icebergisonfire]

This has happened to me more than a few times.

 

[KreepyKen]

I wish I had seen this thread several months ago since my cappy is out of warranty. I've tried to get AT&T to replace the phone by taking the position that this was effectively a recall, so warranty limits should not apply.

The Service Bulletin says "...please assist them with exchanging their device." There is no language that limits this to a warranty replacement.

Has anyone had success with an out-of-warranty replacement?

Is your contract up? If so, call AT&T and tell them you want to cancel your account. When they ask why, tell them your phone is defective, cite the service bulletin, then tell them you're not happy that they won't replace it with a working model, and that you're switching to Verizon to get the Galaxy Nexus. They may throw a free phone at you to retain your business (maybe a refurbished Captivate, but a replacement nonetheless). It's worth a shot...in my experience, phone companies put up a big fight when you try to cancel your account.

 

[herofmm]

I just chat with ATT representative and informed that I have a random shut down problem. I happened several times recently and I don't remember whether I was on stock or custom roms. Right now, I'm on illuminance 3.0. Also, because I also have a speaker problem, I was hoping to get a replacement.

I bought my cell phone July/2010, so I am sure my phone is within that range. The representative said he sent me a update and I actually saw the popup menu saying that pwr on/off. I pressed okay, but nothing happened since I'm on the custom rom. I knew it is not gonna work but pretended it powered off. The representative asked to check the software version and I said it is the stock rom version. Then, the rep. says it will fix the problem.

Before finishing the chat, I asked that I was hoping to get a replacement. But representative says that since it is out of one year warranty, they are not responsible for factory defects. Then, I asked "No matter what problem it is, after the warranty period I cannot get a replacement?" then he replied that is correct.

I saw some threads saying that people were able to get a replacement. I'm still a little confused that where I have to be in the warranty period or extended warranty or so. Anyway this was my experience and I just wanted to share it.

 

[wjohnson]

whew....I'm safe

 

[Lazuras]

Mine was way out of warranty but I tried last night for fun. It resulted in the manager saying he could not replace it because they did not carry that model in stock. I didn't press it further, yet. My contract is renewable in two months so I asked if I could get an early renewal. He said he would do that. Now the bad news. I called my wife and said the two phones she should look at were the Samsung Skyrocket and the iPoon 4, she picked the iPoon ;(

 

[24fan4life]

Mine was way out of warranty but I tried last night for fun. It resulted in the manager saying he could not replace it because they did not carry that model in stock. I didn't press it further, yet. My contract is renewable in two months so I asked if I could get an early renewal. He said he would do that. Now the bad news. I called my wife and said the two phones she should look at were the Samsung Skyrocket and the iPoon 4, she picked the iPoon ;(

If you called about the Captivate, the manager was lying thru his teeth big time. I just got a brand new, non-refurb, build 1110 this last Tuesday. My refurb hard-bricked trying to upgrade to Gingerbread on Kies mini, was out of warranty, and I had to fight tooth and nail to get a free replacement. Well it wasn't totally free, they charged me for the upgrade fee, but they didn't take my upgrade away.

---------- Post added at 03:03 AM ---------- Previous post was at 02:58 AM ----------

I had to break out the, "I've been a valued customer all the way back to Cellular One, and this is how you treat me?", line, but apparently it worked. They still had the Captivate listed online, and for a penny. I just didn't want to lose my upgrade option.

---------- Post added at 03:13 AM ---------- Previous post was at 03:03 AM ----------

Just logged into my account to make sure I wasn't hoodwinked. My discounted upgrade is still active, and the Captivate is still a penny online. The Infuse is listed as a penny too, but your discounted upgrade has to be available to see this price.

 

[redeuxx]

One of the pros of bricking your captivate 3 times is getting a newer revision of the phone.

Sent from my SAMSUNG-SGH-I897 using Tapatalk

 

[T Tyme]

I wish I had seen this thread several months ago since my cappy is out of warranty. I've tried to get AT&T to replace the phone by taking the position that this was effectively a recall, so warranty limits should not apply.

The Service Bulletin says "...please assist them with exchanging their device." There is no language that limits this to a warranty replacement.

Has anyone had success with an out-of-warranty replacement?

Not me..I wish.

 

[jeffrey154]

Just want to start off by saying thank-you to everyone here. My captivate was out of warranty and had no insurance and I was able to get ATT to send the new phone as per the service bulletin. Thought I would share a couple of issues I encountered while on the phone with ATT.

1) The IMEI number for affected phones on the bulletin is not the one that att claims is in their system (either they were lying to me or their bulletin was wrong). I was able to counter their argument because the November 2010 date range that was in their copy of the bulletin didn't correspond to the IMEI number they had listed... Basically the IMEI number they claimed was correct was from the first quarter of 2010, not november. They tried to use this fact to tell me I couldn't get a new phone. I carefully explained to them how and why they were full of **** and was able to get past that hurdle.

2) (this one didn't take nearly as long) They claimed that since the bulletin was issued 2 years ago, they weren't sure how to follow it. I asked if it had been succeeded by a newer instruction. When they said no, I told them they were required to follow the original bulletin. (threatened them with calls to the "better business bureau")

3) They tried to work with me by offering an early upgrade. I was interested until they told me more about it. $80 + a one year extension on my contract would get me a Samsung Rugby. This was the point I lost my cool on the phone. Paying for a downgrade isn't my style... Told the rep to try again and next time don't waste my time with bullshit offers

Anyways, after 3 hours of arguing, I won and got my new phone. Basically, if you have time to burn arguing, ATT will send you a new phone.

 

[III Man]

Just want to start off by saying thank-you to everyone here. My captivate was out of warranty and had no insurance and I was able to get ATT to send the new phone as per the service bulletin. Thought I would share a couple of issues I encountered while on the phone with ATT.

1) The IMEI number for affected phones on the bulletin is not the one that att claims is in their system (either they were lying to me or their bulletin was wrong). I was able to counter their argument because the November 2010 date range that was in their copy of the bulletin didn't correspond to the IMEI number they had listed... Basically the IMEI number they claimed was correct was from the first quarter of 2010, not november. They tried to use this fact to tell me I couldn't get a new phone. I carefully explained to them how and why they were full of **** and was able to get past that hurdle.

2) (this one didn't take nearly as long) They claimed that since the bulletin was issued 2 years ago, they weren't sure how to follow it. I asked if it had been succeeded by a newer instruction. When they said no, I told them they were required to follow the original bulletin. (threatened them with calls to the "better business bureau")

3) They tried to work with me by offering an early upgrade. I was interested until they told me more about it. $80 + a one year extension on my contract would get me a Samsung Rugby. This was the point I lost my cool on the phone. Paying for a downgrade isn't my style... Told the rep to try again and next time don't waste my time with bullshit offers

Anyways, after 3 hours of arguing, I won and got my new phone. Basically, if you have time to burn arguing, ATT will send you a new phone.

Ok, that's just impressive. Did they send you a new or refurb?

 

[jcollake]

I guess I will say this until my brains fall out ... after extensive testing, replacement unit, and batteries... I found that the issue is caused by over-charging.

 

[dchawk81]

I guess I will say this until my brains fall out ... after extensive testing, replacement unit, and batteries... I found that the issue is caused by over-charging.

It's not.

 

[oztrich]

Just want to start off by saying thank-you to everyone here. My captivate was out of warranty and had no insurance and I was able to get ATT to send the new phone as per the service bulletin. Thought I would share a couple of issues I encountered while on the phone with ATT.

1) The IMEI number for affected phones on the bulletin is not the one that att claims is in their system (either they were lying to me or their bulletin was wrong). I was able to counter their argument because the November 2010 date range that was in their copy of the bulletin didn't correspond to the IMEI number they had listed... Basically the IMEI number they claimed was correct was from the first quarter of 2010, not november. They tried to use this fact to tell me I couldn't get a new phone. I carefully explained to them how and why they were full of **** and was able to get past that hurdle.

2) (this one didn't take nearly as long) They claimed that since the bulletin was issued 2 years ago, they weren't sure how to follow it. I asked if it had been succeeded by a newer instruction. When they said no, I told them they were required to follow the original bulletin. (threatened them with calls to the "better business bureau")

3) They tried to work with me by offering an early upgrade. I was interested until they told me more about it. $80 + a one year extension on my contract would get me a Samsung Rugby. This was the point I lost my cool on the phone. Paying for a downgrade isn't my style... Told the rep to try again and next time don't waste my time with bullshit offers

Anyways, after 3 hours of arguing, I won and got my new phone. Basically, if you have time to burn arguing, ATT will send you a new phone.

I also have an out of warranty Captivate affected by this recall. It didn't used to be that bad, but has been increasing become a problem. A couple of questions about your post. I'm not sure how you "countered their arguments and told them how they were wrong". What did you say?

Also, what model phone did you get as a replacement?

Congrats on your efforts. Not sure if I'm up to it, but it would be nice that didn't reboot while sitting on the counter while I'm watching a movie...

 

[derukun]

My phone's last 4 digits are 9814 and I'm currently experiencing the random shutdown while in standby problem. Wtf?

My Captivate is the Samsung/Rogers one though, I896. Anyone else having the same problem S: ?

 

[rickneworleansla]

I was ocasionally having the random shutdown issue after my captivate was charged past 100%. I purchased the phone onilne, not from ATT. My phone was an early IMEI number. See Here or Here. I recently sent my phone in to Samsung for repairs since it was still under warranty. I heard back today that it has been repaired. Here is the repair report...

Please view additional information below for more details.

Original Problem:
TECHNICAL INQUIRY - POWER - INTERMITTENT POWER DOWN

Problem found:
AUTO POWER OFF W/BATT/TEST CAB

Solution:
REPLACED COMPONENT


I called the support line to find out exactly what was done. All they could tell me was that some internal component was replaced. It was tested after along with my battery and checked out ok. They also updated the software since I reset it before sending it in. It's now being shipped back to me. Hopefully this fixes the problem.

I havent been around here in a while so I thought I should update this. This shut down problem was driving me crazy. I was about to abandon the phone completely and get a different one. The repair done by Samsung resolved the issue. I had to specifically tell Samsung support that I was having the known shutdown issue that everyone was reporting about. I also had to give them my IMEI number. It is now 100% working since the repair. I have not had a shut down since getting it back from the factory. This was a hardware issue. See above for official email sent to me by Samsung. I was lucky that mine was still under warranty. My advice if you are having the issue is to send it in! I am still using my captivate as my daily phone to this day and I now love it. I've been running several different custom roms lately and love it even more. CM9 is great. That is the OS this phone should have come with.

:good: