I've just sent this email to a Mr. Cho, but I'd like to post it here as well, just in case I didn't send it to the correct email address. Also, so that if anyone would like to add anything, they can, and hopefully someone from LG will see this.
Mr. Cho,
First let me begin with how much I loved my LG V10. I first bought it for the camera but then fell in love with it for everything else it had. The only thing I could really complain about was how big it was.
Then, a little over a month after having the phone I started having issues with my charger. After going through 5 chargers during the next month I realized it wasn't just "cheap" chargers. I never saw where LG announced charger port issues for the V10, instead, they offered charging cases/docks for the battery. So I had to buy a charging case and another battery so that I could actually use my phone while the battery charged. To be fair, though, I soon realized this really wasn't that much of an inconvenience since I never had to keep my phone attached to a chord.
I got my phone in December. Had charger port issues a month later and then in May, just 5 months after having the brand new phone, it randomly turned off and refused to get past the LG logo when booting up.
After some research I found that issue is called a "boot loop". The same issue other LG phones have had. There was nothing AT&T could do for me. I had just signed a contract five months prior. I couldn't get out of it. So I'm stuck paying $23 a month for a phone I can't even use.
Every time that I called your customer service, everyone was very unhelpful. The first guy I spoke with was completely rude. He was no help and in fact put the blame on AT&T. He said that they were the ones who released the Marshmallow update, so they are the ones who are the blame and who need to fix my phone. Let me back up a bit and explain his reasoning for this. One week prior to my phone going into boot loop, AT&T released the Marshmallow update that all of us LG V10 owners had been waiting on. When my phone messed up I took it to the AT&T warranty center. They informed me that they've seen this issue a lot with the LG G4, and they've also seen it when there are software updates. Because of those last added words your customer service rep decided that's when AT&T took blame for my phone going in boot loop.
So, many times over the next few months I called AT&T and LG many times (even at one point I was on the phone with LG and Android/Google). I visited the warranty center many times, too. At the last visit to the warranty center they told me that just in that day alone they had 3 people come in with boot loop issues (though not V10s but G4s). I asked him what did they do for the customers. They said that all they could do was have the customer either take out an insurance claim or warranty claim. So, people who's warranty was voided but they had insurance had to pay their deductible to get a new phone. They are literally paying for an issue that's not their fault.
Oh wait, I forgot to mention this part, LG will fix my phone if I pay them to fix my cracked screen first, because having a cracked screen voids the warranty. So, let me get this straight, in order to have my phone fixed (which from what I've read, it doesn't get fixed, you get a new phone all together), from a problem that I did not cause, from a problem that was unforeseeable, I have to pay to fix an unrelated problem, because LG doesn't do partial repairs (that has been burned into my head by numerous of your CSRs)?
Also, every time that I spoke with one of your customer service reps they told me that not enough people are reporting the issue enough for it to be considered a "common" problem for LG to release a statement and fix. You might want to do a Google search and see how many people have posted on forums and videos of this issue, it has grown. In fact, there are at least two petitions in regards to the V10.
So tell me, because I've voided the warranty I'm stuck in a contract with a phone that broke on it's own (be it caused by software problems or faulty craftsmanship), is there not anything in my contract saying that if something unforeseeable happens to the phone (something that's not the customer's fault, but more so the manufacturer's) that LG is responsible for fixing or replacing that phone? Do you honestly believe that LG shouldn't fix this issue, or that they shouldn't pay for all those months that their customers have paid for a phone they haven't been able to use (mine is going 5 months), and that they shouldn't have to reimburse those who had to take out insurance claims because their phone was stuck in a mode they had nothing to do with? Do you not think LG should take accountability for any of this? I've seen a few petitions to get LG to do something, I'm very surprised I haven't seen a class action lawsuit yet.
I look forward to hearing back from you in regards to what you plan on doing for my situation, and hopefully all of others who have suffered from this same problem.
Jamie Boyd
PS Life's not Good, not with these kind of issues. Also, I'll be posting this letter on a few forums, we'll be awaiting your response.
Sent from my iPhone (my old sluggish iPhone 4s that I've been forced to use these past 5 months)
Mr. Cho,
First let me begin with how much I loved my LG V10. I first bought it for the camera but then fell in love with it for everything else it had. The only thing I could really complain about was how big it was.
Then, a little over a month after having the phone I started having issues with my charger. After going through 5 chargers during the next month I realized it wasn't just "cheap" chargers. I never saw where LG announced charger port issues for the V10, instead, they offered charging cases/docks for the battery. So I had to buy a charging case and another battery so that I could actually use my phone while the battery charged. To be fair, though, I soon realized this really wasn't that much of an inconvenience since I never had to keep my phone attached to a chord.
I got my phone in December. Had charger port issues a month later and then in May, just 5 months after having the brand new phone, it randomly turned off and refused to get past the LG logo when booting up.
After some research I found that issue is called a "boot loop". The same issue other LG phones have had. There was nothing AT&T could do for me. I had just signed a contract five months prior. I couldn't get out of it. So I'm stuck paying $23 a month for a phone I can't even use.
Every time that I called your customer service, everyone was very unhelpful. The first guy I spoke with was completely rude. He was no help and in fact put the blame on AT&T. He said that they were the ones who released the Marshmallow update, so they are the ones who are the blame and who need to fix my phone. Let me back up a bit and explain his reasoning for this. One week prior to my phone going into boot loop, AT&T released the Marshmallow update that all of us LG V10 owners had been waiting on. When my phone messed up I took it to the AT&T warranty center. They informed me that they've seen this issue a lot with the LG G4, and they've also seen it when there are software updates. Because of those last added words your customer service rep decided that's when AT&T took blame for my phone going in boot loop.
So, many times over the next few months I called AT&T and LG many times (even at one point I was on the phone with LG and Android/Google). I visited the warranty center many times, too. At the last visit to the warranty center they told me that just in that day alone they had 3 people come in with boot loop issues (though not V10s but G4s). I asked him what did they do for the customers. They said that all they could do was have the customer either take out an insurance claim or warranty claim. So, people who's warranty was voided but they had insurance had to pay their deductible to get a new phone. They are literally paying for an issue that's not their fault.
Oh wait, I forgot to mention this part, LG will fix my phone if I pay them to fix my cracked screen first, because having a cracked screen voids the warranty. So, let me get this straight, in order to have my phone fixed (which from what I've read, it doesn't get fixed, you get a new phone all together), from a problem that I did not cause, from a problem that was unforeseeable, I have to pay to fix an unrelated problem, because LG doesn't do partial repairs (that has been burned into my head by numerous of your CSRs)?
Also, every time that I spoke with one of your customer service reps they told me that not enough people are reporting the issue enough for it to be considered a "common" problem for LG to release a statement and fix. You might want to do a Google search and see how many people have posted on forums and videos of this issue, it has grown. In fact, there are at least two petitions in regards to the V10.
So tell me, because I've voided the warranty I'm stuck in a contract with a phone that broke on it's own (be it caused by software problems or faulty craftsmanship), is there not anything in my contract saying that if something unforeseeable happens to the phone (something that's not the customer's fault, but more so the manufacturer's) that LG is responsible for fixing or replacing that phone? Do you honestly believe that LG shouldn't fix this issue, or that they shouldn't pay for all those months that their customers have paid for a phone they haven't been able to use (mine is going 5 months), and that they shouldn't have to reimburse those who had to take out insurance claims because their phone was stuck in a mode they had nothing to do with? Do you not think LG should take accountability for any of this? I've seen a few petitions to get LG to do something, I'm very surprised I haven't seen a class action lawsuit yet.
I look forward to hearing back from you in regards to what you plan on doing for my situation, and hopefully all of others who have suffered from this same problem.
Jamie Boyd
PS Life's not Good, not with these kind of issues. Also, I'll be posting this letter on a few forums, we'll be awaiting your response.
Sent from my iPhone (my old sluggish iPhone 4s that I've been forced to use these past 5 months)
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