09-13-2019 10:13 PM
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  1. kiragn01's Avatar
    I have the same issue and I just require a repair today. Can I know that will they ship back the device with all my data on it and they won't erase anything?? Thank you
    01-18-2017 07:58 PM
  2. kiragn01's Avatar
    Well, overnight they sent me an email that they've shipped it back. Included is the repair information:

    Defect:
    Power-No power with cable Payment Type: NOT APPLICABLE
    Repair Results:
    Flash Memory Repair Cost: $ 0.00
    Warranty Status:
    In Warranty Tax: $ 0.00
    Total: $ 0.00
    I have the same issue and I just require a repair today. Can I know that will they ship back the device with all my data on it and they won't erase anything?? Thank you
    01-18-2017 08:01 PM
  3. hoang51's Avatar
    I have the same issue and I just require a repair today. Can I know that will they ship back the device with all my data on it and they won't erase anything?? Thank you
    Your question has been answered in a post by Adam Frix above yours when I asked a similar question a couple of days ago.
    01-18-2017 09:21 PM
  4. cuckooc's Avatar
    Can someone confirm that they got their Bootloop V10 repaired by LG for free even it is out of warranty?

    Because LG will look at your phone is under warranty or not by
    1. 1 year within the purchase date
    2. 15 months within the manufacture date
    For those poster who get their phone repair for free, can you check if you are still within 15 months of manufacture date?

    I bought a H960A unlocked from B&H photo in April 2016. I was happy it is free of carriers' bloatwares and I use most of the LG apps. And now my phone got bootloop on 1/16/2017. I was just browsing the web and it froze for a minute and then restart, stuck at LG logo. So my phone is basically dead in 8 months of use.

    I contacted LGUSA, and they told me they can't repair it because it is a European version and they don't have parts for it. I know B&H has their own 1 year limited warranty, so I contacted them to see if I can get it fixed. They told me I can send it back, and they will try to get it repaired and it will takes 8 weeks. I asked B&H, are they going to send it back to LG Europe for repair and they said no. They will send it to 3rd party company for repair in US. I think the chance to get it repaired without replacing the board is slim as 3rd party would not have the parts.

    I am out of phone for next 2 months if I don't get another phone. This experience stop me to get anything from B&H if the warranty is provided by them and not the manufacturer. And B&H customer service is very bad, slow response and don't answer your question.
    01-20-2017 07:48 PM
  5. fwaits's Avatar
    As you can see from my earlier posts, my phone was from Nov 2015 and I filled out a claim to fix a boot loop issue just over a week ago. I got it back yesterday and they replaced the mainboard and it is working like brand new again. (Was factory reset of course) I did NOT upload any proof of purchase on the form, simply put a date and the rest of the relevant info including mentioning the phrase 'boot loop' in the description. Printed out the RMA label and shipped it back to LG (TX, USA repair facility). They fixed it and shipped it back at no cost to me saying it was an in-warranty repair.

    Mine was an AT&T model to be specific. I did not call or talk to anyone. Simply went to their web site and filled out a repair request.
    01-21-2017 12:55 AM
  6. cuckooc's Avatar
    Fwait, thanks for your reply.

    When you setup repair on LG website, you can skip providing proof of purchase. But I think you need to provide IMEI/ serial number to them. With that number, LG knows your phone's manufacture date. As I said before, LG provide warranty for 1. 1 year within purchase date or 2. 15 months within manufacture date.

    Fwait, you said you bought your phone in Nov, 2015. So, this is about 15 months. Your phone might be manufactured about the same time. So LG consider it is under warranty.

    You can input your serial number on website and check your phone's manufacture date. I got my V10 in April, 2016. And I check my phone, it is also manufactured in the same month.
    01-21-2017 02:44 AM
  7. hoang51's Avatar
    Can someone confirm that they got their Bootloop V10 repaired by LG for free even it is out of warranty?

    Because LG will look at your phone is under warranty or not by
    1. 1 year within the purchase date
    2. 15 months within the manufacture date
    For those poster who get their phone repair for free, can you check if you are still within 15 months of manufacture date?

    I bought a H960A unlocked from B&H photo in April 2016. I was happy it is free of carriers' bloatwares and I use most of the LG apps. And now my phone got bootloop on 1/16/2017. I was just browsing the web and it froze for a minute and then restart, stuck at LG logo. So my phone is basically dead in 8 months of use.

    I contacted LGUSA, and they told me they can't repair it because it is a European version and they don't have parts for it. I know B&H has their own 1 year limited warranty, so I contacted them to see if I can get it fixed. They told me I can send it back, and they will try to get it repaired and it will takes 8 weeks. I asked B&H, are they going to send it back to LG Europe for repair and they said no. They will send it to 3rd party company for repair in US. I think the chance to get it repaired without replacing the board is slim as 3rd party would not have the parts.

    I am out of phone for next 2 months if I don't get another phone. This experience stop me to get anything from B&H if the warranty is provided by them and not the manufacturer. And B&H customer service is very bad, slow response and don't answer your question.
    You just became a victim of self uninformed consumer. When you bought an international version of the LG V10, specifically the European version (H960A), you're taking a risk with warranty. Consider this as a pricey lesson. But don't misunderstand me, I'm not here to talk down on you. It's just how business works. I'm guessing you paid for the LG V10 H960A at a lower price than say, a U.S. wireless carrier version, for example AT&T (H900).

    You technically have an answer in front of you the whole time. Obviously, LG USA is under no obligation to fix your European LG V10. You also doubt B&H can't fix it because of inaccessible part(s). Why don't you just contact the European division of LG and get it fixed?

    Something else you can look into is if you paid for the LG V10 with a credit card, look into product protection that a credit card usually provides. You'll have to dig into the fine prints and disclosures for that. Or call your credit card company and get a knowledgeable representative to tell you if you got protection.
    01-21-2017 05:29 AM
  8. cuckooc's Avatar
    Hoang, I am not uninformed as you think. I have done all the homework before getting H960A. I am not getting this phone because of the price, so please stop assuming or imaging anything and try to play smart. I travel a lot between US and Asia, so I need a phone which can cover all the frequency that I need. Just don't trust the info on GSMarena, their frequency support info is not correct. The US version, H900(ATT), cover band 2,3,4,7,12,17. H960A supports band 1,2,3,4,5,7,12,17,28,38,(it is printed on my original V10 package). Band 1,3,4,7,12,17,38 are the frequency that I need. No US model can support that many frequency as H960A.

    I know G4 bootloop issue before I get the v10. That is why I have been holding off getting a phone with similar spec. I have waited for 8 months and still no one report bootloop issue. I think LG has fixed the loose contact of component issue with the second batch of stock, as they has replaced H815 with US991. So I think V10 should be immune to bootloop. Also, H960A has 1 year warranty covered by a reputable company, B&H. I think I am safe if anything happens.

    But I am wrong, LG does not care about their reputation, their 2nd batch, 3rd batch of stock are still plagued with bootloop issue. Also, I never think of B&H would take 2 months to try to repair my phone. I have Sony, Samsung repaired under warranty, it only take 10 days at most. But B&H takes 2 months, which is not a reasonable time frame.

    I have already chatted with LG staff online and email back and forth. I have googled it and still could not find the country which can repair H960A. It seems Czeck, Germany and hungary handle it though, but still could not setup the repair on their website. So I just send it back to B&H and wait for 2 months and see.
    01-21-2017 06:57 AM
  9. cuckooc's Avatar
    I want to know does LG really repair the phone with bootloop issue for free even without warranty?

    If the phone is still within 15 months from manufacture date, LG still consider it is under warranty. Anyone here who gets their phone repair is 16 months old or older?

    The manufacture date can be checked from here, https://imeidata.net/warranty/lg
    michael hester1 likes this.
    01-21-2017 07:05 AM
  10. cuckooc's Avatar
    If you want to know the manufacture date, just look at the serial number, it can be found at the back of the phone after taking out the battery.

    The first 3 digits represent year and month. 604 means 2016 April, 508 means 2015 August,etc.

    For those people who have repaired the V10 without warranty, could you please confirm that your phone's manufacture date? LG consider 15 months within is still under warranty. Anyone who has a 16 months old phone or older still get repair for free?
    01-21-2017 04:45 PM
  11. Adam Frix's Avatar
    Mine simply says "DATE: 10/2015" clearly.

    And they fixed in in 12/2016, 14 months later.
    01-21-2017 06:42 PM
  12. cuckooc's Avatar
    Thanks, Adam.

    It looks like your phone is repaired under warranty. And you are smart that you send the phone for repair right before the warranty ends.
    01-21-2017 07:45 PM
  13. Adam Frix's Avatar
    Lucky, not smart. It happened to boot loop within 15 months. And I was moments away from smashing it with a hammer when I figured, what's to lose with a repair request? No idea what put that thought in my head--although I had already, a few days earlier, seen LG's web site and process for repair.
    01-21-2017 08:30 PM
  14. kiragn01's Avatar
    As you can see from my earlier posts, my phone was from Nov 2015 and I filled out a claim to fix a boot loop issue just over a week ago. I got it back yesterday and they replaced the mainboard and it is working like brand new again. (Was factory reset of course) I did NOT upload any proof of purchase on the form, simply put a date and the rest of the relevant info including mentioning the phrase 'boot loop' in the description. Printed out the RMA label and shipped it back to LG (TX, USA repair facility). They fixed it and shipped it back at no cost to me saying it was an in-warranty repair.

    Mine was an AT&T model to be specific. I did not call or talk to anyone. Simply went to their web site and filled out a repair request.
    Thanks for the update. So they do actually factory reset the phone. Mine boot loop V10 was shipped 2 days ago. Hopefully, it will get repair and ship it back within next week.


    Your question has been answered in a post by Adam Frix above yours when I asked a similar question a couple of days ago.
    So yea, it will factory reset and erase everything
    01-21-2017 08:58 PM
  15. fwaits's Avatar
    Fwait, thanks for your reply.

    When you setup repair on LG website, you can skip providing proof of purchase. But I think you need to provide IMEI/ serial number to them. With that number, LG knows your phone's manufacture date. As I said before, LG provide warranty for 1. 1 year within purchase date or 2. 15 months within manufacture date.

    Fwait, you said you bought your phone in Nov, 2015. So, this is about 15 months. Your phone might be manufactured about the same time. So LG consider it is under warranty.

    You can input your serial number on website and check your phone's manufacture date. I got my V10 in April, 2016. And I check my phone, it is also manufactured in the same month.
    Yeah I wasn't originally aware of the 15 month from manufacture warranty, I only thought it was 1 year from purchase. Good info.
    01-23-2017 11:23 AM
  16. gustav30's Avatar
    I had an OIS problem with my camera. 14 months in. Figured I'd outline that the phone was alsp bootlooping but not all the time, in the hopes that they'd just do the bootloop repair while they fixed the camera module. In the repair email it said they fixed the OIS module. I chatted with an LG rep to see if they did anything about the bootloop and because they couldn't reproduce it, they didn't do anything there. I knew it was a long shot but since I had to send the phone for the OIS had nothing to loose. I asked if the phone began bootlooping all the time when my warranty was over(which I think was today) if they'd still fix for free the rep said yes.
    Great phone but man I do kind if feel it's a time bomb waiting to happen.
    Glad I never sold my M8!
    01-23-2017 03:41 PM
  17. hoang51's Avatar
    Hoang, I am not uninformed as you think. I have done all the homework before getting H960A. I am not getting this phone because of the price, so please stop assuming or imaging anything and try to play smart. I travel a lot between US and Asia, so I need a phone which can cover all the frequency that I need. Just don't trust the info on GSMarena, their frequency support info is not correct. The US version, H900(ATT), cover band 2,3,4,7,12,17. H960A supports band 1,2,3,4,5,7,12,17,28,38,(it is printed on my original V10 package). Band 1,3,4,7,12,17,38 are the frequency that I need. No US model can support that many frequency as H960A.
    Sorry, too many people I've seen gone the cheap route and got burned, assumed you were one of them.

    I know G4 bootloop issue before I get the v10. That is why I have been holding off getting a phone with similar spec. I have waited for 8 months and still no one report bootloop issue. I think LG has fixed the loose contact of component issue with the second batch of stock, as they has replaced H815 with US991. So I think V10 should be immune to bootloop. Also, H960A has 1 year warranty covered by a reputable company, B&H. I think I am safe if anything happens.

    But I am wrong, LG does not care about their reputation, their 2nd batch, 3rd batch of stock are still plagued with bootloop issue. Also, I never think of B&H would take 2 months to try to repair my phone. I have Sony, Samsung repaired under warranty, it only take 10 days at most. But B&H takes 2 months, which is not a reasonable time frame.
    You cannot compare apple to orange and expect similar results. In this case, you're comparing to top tier brand name company repair centers (Sony/Samsung) with third party repair center (B&H contracted) with who know what tier level they're at. It sucks but the time frame of repair would suggest low budget, which equates to longer service wait times for third party. If anything at the most, I'm going to guess they have a long wait time for either sourcing materials for repair and/or other people ahead of you to repair other type of devices. You're not the only one getting serviced.

    I have already chatted with LG staff online and email back and forth. I have googled it and still could not find the country which can repair H960A. It seems Czeck, Germany and hungary handle it though, but still could not setup the repair on their website. So I just send it back to B&H and wait for 2 months and see.
    Did you see this website: Global Service Network | Support | Business | LG Global ?
    or even go through here selecting a European country and then find warranty repair from there: LG Electronics common.d ?
    01-24-2017 12:35 AM
  18. cuckooc's Avatar
    Sorry, too many people I've seen gone the cheap route and got burned, assumed you were one of them.
    Again, you are assuming something. Unlocked European version is not always cheaper. You can googled the H900 price and H960A. H960A is about 60% more expensive than H900(att) now.


    You cannot compare apple to orange and expect similar results. In this case, you're comparing to top tier brand name company repair centers (Sony/Samsung) with third party repair center (B&H contracted) with who know what tier level they're at.
    Again, we don't know what B&H warranty really is. My phone is still within one year, so B&H can ship it back to Europe to repair for free. But they choose to ship out to 3rd party company and pay them to repair. If I don't post it here, you would not know what first tier repair center vs bottom tier repair center.

    Even I have to send about 5 email to B&H asking the same question over and over again. And they still ignoring my question where the phone will be repaired. They answered it in the sixth email.


    Did you see this website: Global Service Network | Support | Business | LG Global ?
    or even go through here selecting a European country and then find warranty repair from there: LG Electronics common.d ?
    I need to register and have an European address. There is too much trouble and so I have already sent it back to B&H.


    Here I would like to talk about the H900(att) and unbranded H960. I just bought a V10 H900 Unlocked as a temporary phone while my H960 is under repair. I have it for 4 days and I found that I hate branded phone so much.

    1. There is an ugly At&t Mark on the back cover. It can be resolved by getting a oem back cover for 20 dollars.

    2. When I first turn on the phone, I see an ugly At&t splash screen instead of LG logo animation. It can be resolved by not looking at it.

    3. The H900 comes with marshmallow pre-installed. The startup time is 20 seconds more than my H960 which is also updated to marshmallow. I have already disable all the bloatware when comparing. And install the same 46 apps which I have been using and the same home screen setting.

    4. There are a lot of AT&T bloatware which cannot be removed. It can only be disabled. ATT address book cannot be disabled and it always opened itself when I click the contact. I have to use a trick to complete the registration to prevent it open itself again.

    5. All the bloatware takes up 3 additonal GB and no way to remove. While my H960 comes a lot cleaner.

    6. There is a carrier name on the status bar on the top left screen, which always leave a image rentention there. If I don't use ATT network, it shows HOME there. It is very bad that it takes up a lot of space on the status bar. There is no way to get rid of it. While H960 has no carrier showing, it is a lot cleaner.

    7. There is no home theme setting in H900 and I really like two themes from the LG smart world, it is just my personal preference. It can be resolved by download an app and create a shortcut yourself. While H960 is just one click. Much more easy.

    8. The LG file manager in H900 cannot connect to Google drive, One drive and LG air drive. There is just no such option to choose cloud storage in ATT version. While H960 can connect to them. I like the stock file manager because I can choose 20 files to move to or copy from cloud in one pick. While others has to click them one by one. The only way to resolve this is to use 3rd party file manager, but I have to tolerate the ad each time I move the file unless I pay for it.

    9. I don't use ATT network, it shows a line under the time on the lock screen, which is very ugly. While H960 is clean.

    10. The battery life of H900 is a lot worse than H960. I installed the same 46 apps and exactly same setting on the phone, using the same battery. H900 can only last for 4 hours for continuous internet browsing before dropping to 20%. While H960 can last for 5 And a half hours.

    11. I run Antutu on both phone. H900 gets 44000 -45000 while H960 get two thousand higher. This one is no big deal. I don't game and my phone is for checking info and communication only.

    12. The turn off screen of ATT is an ugly blue circle, while h960 is an android robot if I remember correctly.

    13. Poweramp cannot be set as default player in H900. While I can do it H960. So every time I download a song, I cannot click on the downloaded file to open it. I have to open it through Poweramp.

    14. H900(att) comes in an ugly at t package box. It really looks like a trash. And it is missing the headset. H960 unbranded comes in a nice LG package box. And it comes with a earbud which is tuned by AKG. You can just pay $80 to get a better sennheiser headset.

    There are too much hassle to setup a branded phone as the bloatware is really annoying especially the ATT address book.
    I think I will never get a branded phone again. I am willing to pay extra to get an unbranded unlocked phone. It is too bad that V10 do not have unbranded phone in US.
    01-24-2017 05:09 PM
  19. cuckooc's Avatar
    15. The FM radio chip in H900 is disabled and there is no way to activate it, which means I cannot listen to air radio without using network. H960 comes with FM radio app pre-installed and I can use the headset as antenna. It use a lot less battery to listen to air radio.

    16. H900 phone update is done by connecting to ATT, it seems I have to click it manually and I can only check it every 24 hours. ATT update is slower than LG update. H960 phone is divided into LG app update and OS update. They can be set to auto update or manual update separately. I can connect to their server whenever I want. I update LG app automatically, and it has updatea about every 3 months and I sat OS update manually. I only update it after a month later, just to make sure there is no major bugs reported. The LG Update is a lot faster than ATT.
    01-25-2017 04:26 AM
  20. cuckooc's Avatar
    17. There is no multiple user setting in H900, while Lollipop and Marshmallow support it. In H960, I have user setting. It is useful if you let your kid to touch your phone. It is no big deal though.

    18. When the phone enter battery saving mode, the screen in H900 will turn red. H960 gives you a notification and the screen remain normal. That red screen is very annoying. I just turn off battery saving mode and never let my phone battery drop below 15%.
    01-26-2017 07:40 PM
  21. Fully Charged's Avatar
    My V10 is doing the same thing! I'm going to give this a try! Like you said, I'm already at the "nothing left to lose" stage! LOL Thx!
    02-10-2017 12:32 PM
  22. blueeyebrat's Avatar
    When you received your repaired phone were you able to retrieve data/info (docs, contacts, pictures)? Or would they have been lost forever? My phone has stopped and being not too technical I didn't know to back up anything. I'm just sick about things that may be lost. If I can send my phone to be repaired and be able to save my things I will surely do that! Thank you in advance for your response.
    02-24-2017 07:35 PM
  23. Adam Frix's Avatar
    Comes back in out of the box factory fresh condition.

    If you're lucky, your photos are backed up to Google Photos. Log into your Google account and check. Your basic phone is backed up to your account, and should restore when you set it up again. You'll have lost your SMS messages.
    02-24-2017 09:04 PM
  24. blueeyebrat's Avatar
    Thank-you for the quick response. I'll check it out. I was going to put it in the freezer. thanks again!!!
    02-25-2017 10:41 AM
  25. blueeyebrat's Avatar
    I do have a google acct but have never installed a photo app. Were you kidding when you said to put the phone in the freezer for 15 minutes, turn it on and then do a backup?
    02-25-2017 12:14 PM
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