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LG G4 bootloop issue and atrocious customer service

Anonymous
Not applicable

 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.

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gmarkj
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erm, no.
Although strangely it seems to be ok now.
Before it was either not starting up before going back to the boot up screen or getting to the home screen and then freezing and restarting again.
Now it has been on for about 20 minutes.
Not quite sure what is going on...

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MI5
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I should hope so tongue
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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MI5
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@gmarkj wrote:
erm, no.
Although strangely it seems to be ok now.
Before it was either not starting up before going back to the boot up screen or getting to the home screen and then freezing and restarting again.
Now it has been on for about 20 minutes.
Not quite sure what is going on...

I wouldn't risk it.

Let LG have a look ay it, they'll be able to pull diagnostic info off it.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 23 of 78
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gmarkj
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I went on the LG website while it was playing up to register the problem (phone was registered before).
I'll wait and see what they say when they get in touch.

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Message 24 of 78
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Anonymous
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any update? @gmarkj

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gmarkj
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nothing yet I'm afraid to say.
in fairness the LG website does say 24 working hours, so it might not be until tomorrow.
talking to the chap at work, he actually went through CPW (as they provided the contract). It took a week to get it sorted with them but no charge.

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gmarkj
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So having not heard anything I sent them an email this morning, and got a response quickly after.
DPD have since been in touch and will be picking the phone up from me tomorrow (not got a time yet) and will provide packaging.
They have asked for just the front part of the phone (ie, remove back cover, battery, sim card and memory card).
I did ask about the screen protector and didn't really get an answer, so hopefully that will be fine (will have to wait and see).
I'll post an update once it has been picked up.

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jonsie
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gmarkj
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So the driver has just picked up the phone.
DPD sent a notification this morning of the time of collection (9:30-10:30) which was duplicated by LG.
The "delivery" was the box, bubble wrap bag and outer bag to return the phone in.
Pop the phone in the wrap bag, back in the box seal it up and off it goes.
No mention made of screen protector. In the box there is a note saying the normal thing - phone will get wiped, etc.
However (and this is a biggie), I was told on the phone to just send the phone itself. Nothing else - remove sim card, memory card, back of phone and battery.
Reading the rest of the instruction letter it now says "if you are experiencing a power up or boot looping issue with your device please ensure you battery is included".
Great.
So I have just emailed LG (guess what, chat not available) to ask what to do.


...the saga continues....

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jonsie
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Conflicting information is never good,  makes you wonder just how professional these people are? 

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