topic Re: LG G4 bootloop issue and atrocious customer service in Android

LG G4 bootloop issue and atrocious customer service

Anonymous — Tue, 07 Feb 2017 21:25:24 GMT

Hi all, I need some advice on next steps please as i'm at the end of my tether with o2

I got the LG G4 on refresh last march 2016 after my Xperia z1 gave up the ghost and became a brick. It was sat on its charging cradle on Friday night and started with the boot loop issue, took the battery out, tried hard reset etc nothing. Did a webchat who said take it to store.

Saturday morning, went into store, had two options, pay off contract for £210 and have a brick or be without a phone and send it away. I opted for the latter and it arrived there today. I had a text to say it had arrived and one late this evening to say 'The problem with your phone isn't covered by the warranty. But we'll give you a repair quote. Just call the shop'

It was too late to ring as they'd been shut for a couple of hours so I don't know what the issue it, its not been dropped/exposed to water/damaged or anything. It has a hard case and screen protector so in excellent condition.

Having been with o2 for a good few years, i'm really fed up that I've got no working phone (i was offered an alcatel but my phone was my diary, notebook, camera and internet access), that i've now got a very expensive and un usuable brick, i'm paying for data which I won't be using for this period while the phone is out of action as i've resorted to an old 2g htc and when i've been in store or phoned up i've had a lack of interest and a view that its not their problem.

I've sent two complaint emails in (saturday and monday) and not heard a thing. I am furious that this fault was known about in the phone/tech industry before i bought it, if i'd have known i'd have chosen another product.

Sorry for the rant, just at the end of tether with this and o2 and want to get matters sorted.

Re: LG G4 bootloop issue and atrocious customer service

MI5 — Tue, 07 Feb 2017 21:29:20 GMT

You can try resolver to raise your complaint through http://www.resolver.co.uk/ or contact LG directly.
LG have agreed to change motherboards so this sounds like another of Anovo's attempts to get money out of customers for warranty repairs.
https://www.lg.com/uk/support/repair-warranty/request-repair-sign-in

Re: LG G4 bootloop issue and atrocious customer service

Anonymous — Tue, 07 Feb 2017 21:51:28 GMT

Thanks, will try resolver next and LG once i've got the phone back. Doesn't help the inconvenience though and i feel so disillusioned by everyone i've spoken to on the phone and instore.

Re: LG G4 bootloop issue and atrocious customer service

MI5 — Tue, 07 Feb 2017 21:53:29 GMT

We hear lots of similar reports unfortunately.

Re: LG G4 bootloop issue and atrocious customer service

Anonymous — Tue, 07 Feb 2017 21:59:59 GMT

well i was loyal up until this week when this has happened and i've had two o2 travel charges added to my bill- got that sorted but have no faith in them at all

Re: LG G4 bootloop issue and atrocious customer service

MI5 — Tue, 07 Feb 2017 22:06:50 GMT

We had the same bootloop issue with another customer recently https://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/LG-G4/m-p/1034057#U1034057

Re: LG G4 bootloop issue and atrocious customer service

Anonymous — Thu, 09 Feb 2017 13:05:02 GMT

Hi mate,

I've had a similar problem 2 weeks back (i.e the person that reported the issue in MI5's post above). Did you buy the phone on O2's refresh contract? If so your phone is covered by a 24 month warranty, I had to prove my proof of purchase because the phone was older than 12 months. So I don't know why they are charging you? I can send you the email address to prove to Anovo of your PoP, but you will need to request this from O2 Customer Service first, it will take them 1 day to email it to you.

PS They wanted to charge me £25 for replacing the motherboard. Be interested to see what they want from you.

Re: LG G4 bootloop issue and atrocious customer service

Anonymous — Thu, 09 Feb 2017 16:22:02 GMT

Also you should have a tracking number, again this is not the repair number and you have to ring customer service for it or go through O2 chat to get it. It should look similar to this: TELEF-BK-0000XXXXX, you can then download the quote/track progress of your repair.

Or I can give you the number for Anovo, if you want to call them?

PS Once you get the phone back, if your phone was unlocked before, it will be locked to O2. I got £50 back after going to complaints for being useless in reparing my phone, but still waiting for my unlatching code, they have sent off to the maunfacture for it, have to wait 10 working days. (Currently on Day 4)

Re: LG G4 bootloop issue and atrocious customer service

jonsie — Thu, 09 Feb 2017 17:22:40 GMT

Deja Vu. This company will do anything at all possible to make money out of a customer if they possibly can. At least on the link above you will see the hoops the customer had to jump through before getting it sorted.

Re: LG G4 bootloop issue and atrocious customer service

Anonymous — Fri, 10 Feb 2017 08:30:56 GMT

I had to provide proof of purchase which took a day and 3 chases to get. I emailed it to store yesterday afternoon so hoping they can now progress. They did quote a £25 charge but when i went in store, someone recognised it as a this means they want PoP. Just wish there was more clarity.

Regarding charges, the charge was if I wanted to pay off the device plan on refresh which I can't afford to do but can't afford to have another few days without my phone, its already disruptive enough. My biggest gripe is that this fault was well know about when i upgraded and there was no warning or hint, if I'd have known there was an issue i'd have chosen a different phone and probably wouldn't have wasted hours trying to get in touch with the different people in o2.

I also have no confidence at all in the phone when it comes back and will look to change as soon as I can as I cannot have something that isn't reliable

Re: LG G4 bootloop issue and atrocious customer service

gmarkj — Fri, 10 Feb 2017 10:02:02 GMT

Once it is fixed you shouldn't have any issues.
Friend at work had his done (not sure if o2 or LG did it) but he said it has been a dream since.
I got one of the models produced after they had the issue and fixed at source. No problems (touch wood...)

Re: LG G4 bootloop issue and atrocious customer service

Anonymous — Fri, 10 Feb 2017 10:58:28 GMT

Thanks for the update, you should get the phone back next day, once they receive the PoP.

What I found with Resolver is if you've already logged a complaint with O2, they will ignore the resolver case.

I sent a separate complaint regarding my unlatching request and the hoops I had to jump through just to get them to send off to the manufacturer for the code, but got am sms saying they will come back to me in 3 working days, but not heard anything. I belive this is because the lady who dealt with my previous complaint got handed this 2nd complaint and has done nothing with it! Just waiting to see if they come up with my code, before taking this further.

Re: LG G4 bootloop issue and atrocious customer service

jonsie — Fri, 10 Feb 2017 15:05:49 GMT

@Anonymous wrote:
Thanks for the update, you should get the phone back next day, once they receive the PoP.

What I found with Resolver is if you've already logged a complaint with O2, they will ignore the resolver case.
I sent a separate complaint regarding my unlatching request and the hoops I had to jump through just to get them to send off to the manufacturer for the code, but got am sms saying they will come back to me in 3 working days, but not heard anything. I belive this is because the lady who dealt with my previous complaint got handed this 2nd complaint and has done nothing with it! Just waiting to see if they come up with my code, before taking this further.

Dear me, I wish you luck @Anonymous

Re: LG G4 bootloop issue and atrocious customer service

MI5 — Fri, 10 Feb 2017 15:12:03 GMT

Still not unlocked !!

Re: LG G4 bootloop issue and atrocious customer service

jonsie — Fri, 10 Feb 2017 15:30:26 GMT

Something is badly broken at O2 I'm afraid. If they are still number 1 for customer service then the other networks must be pants!

Re: LG G4 bootloop issue and atrocious customer service

gmarkj — Sun, 12 Feb 2017 17:02:50 GMT

@gmarkj wrote:

I got one of the models produced after they had the issue and fixed at source. No problems (touch wood...)

had to open my mouth, didn't i. dammit....

Re: LG G4 bootloop issue and atrocious customer service

jonsie — Sun, 12 Feb 2017 17:13:28 GMT

Oh dear....

Re: LG G4 bootloop issue and atrocious customer service

gmarkj — Sun, 12 Feb 2017 17:20:00 GMT

yep.
been on to lg to request a repair.
got the phone end of march last year, so about 11 months.

Re: LG G4 bootloop issue and atrocious customer service

MI5 — Sun, 12 Feb 2017 17:26:44 GMT

@gmarkj wrote:
yep.
been on to lg to request a repair.
got the phone end of march last year, so about 11 months.

Not risking O2 repairs service ?

Re: LG G4 bootloop issue and atrocious customer service

jonsie — Sun, 12 Feb 2017 18:13:55 GMT

He knows better....:smileywink: