LG G4 Stuck on boot, how can I get it out of it?

[DocHolliday1186]

Re: LG G4 Stuck on boot, how can I get it out of if?

Sprint recognizes this (along with another issue or two) as a Known Issue and, if it falls within the definition of the Known Issue, will replace it free of charge. As far as I know, it mostly only affects G4s manufactured prior to September 2015 (you can tell by looking at the serial number - not ESN, but actual S/N - starts with 505 to 508, i believe, for the ones affected)

 

[Tsukiyomi]

Re: LG G4 Stuck on boot, how can I get it out of if?

Sprint recognizes this (along with another issue or two) as a Known Issue and, if it falls within the definition of the Known Issue, will replace it free of charge. As far as I know, it mostly only affects G4s manufactured prior to September 2015 (you can tell by looking at the serial number - not ESN, but actual S/N - starts with 505 to 508, i believe, for the ones affected)

Sprint will ONLY replace it if you have Device Protection - or are willing to pay (I was quoted $70). I've been trying for almost a week and even had them publicly saying on Twitter last night that they'll get me a replacement if I DM them. DM'd them only for them to proceed to explain why they won't help me and I have to send it back to LG. They told me that the recall was in Sept/Oct and only applied to the in-store stock and any customers who reported problems at the time. So my wife's dead LG is currently en-route to LG while Sprint told me they won't replace mine (which does have Device Protection) until it actually dies. They won't do a swap even for a known issue since they're saying it only affects a small percentage of devices!

 

[DocHolliday1186]

Re: LG G4 Stuck on boot, how can I get it out of if?

The person you talked to either A: was misinformed, B: lied to you. The entire point of a Known Issue is that due to the admission of a problem, a free replacement is entitled (regardless of TEP status). It happens from time to time with devices from different manufacturers. When did you purchase the device? They were at best half correct in their explanation of the recall - it was specifically for issues exhibited by certain device manufactured prior to Sep, but they didn't do a "send us your phone back!" thing, they just treated the devices in question as problems arose, so there isn't a time limit or whatever on it. You should still be able to get a free replacement if the device was mfr'd prior to September.

 

[Tsukiyomi]

Re: LG G4 Stuck on boot, how can I get it out of if?

The person you talked to either A: was misinformed, B: lied to you. The entire point of a Known Issue is that due to the admission of a problem, a free replacement is entitled (regardless of TEP status). It happens from time to time with devices from different manufacturers. When did you purchase the device? They were at best half correct in their explanation of the recall - it was specifically for issues exhibited by certain device manufactured prior to Sep, but they didn't do a "send us your phone back!" thing, they just treated the devices in question as problems arose, so there isn't a time limit or whatever on it. You should still be able to get a free replacement if the device was mfr'd prior to September.

I'm not sure if that's a reply to my post, but I'll address it as such (and apologies if it wasn't!)

I've spoken to maybe a dozen different Sprint employees now (not to mention 4 different people who keep taking over my Twitter DM's that are still ongoing now). Every single one has told me that the recall applied in September/October to phones purchased in June/July (as mine were - one for me, one for my wife, both s/n 506). We had TEP until December when our bills just weren't manageable (I've just added it back to my phone purely because of this incident). Wife's phone died last Sunday, we've been told by everyone we've spoken to at Sprint that TEP would have covered it and that since it's not covered, we can either pay $70 for an exchange or else send the phone back to LG and wait a few weeks to get the same phone back with a new mobo. I've also been explicitly told that if the phone had died in September they'd have replaced it while the recall was going on.

Whether that's a lie or misinformation is anybody's guess. But as I say, I've now dealt with more than just one or two employees who have told me that I'm out of luck and that a leased phone from Sprint that will be returned to them in 18 months doesn't make them any more liable for swapping a phone with a known issue. I've been told in print in Chat that "This is LG's problem, not ours"

Also as I mentioned above, Sprint explicitly told me in a public tweet last night that if I DM them they'll arrange for a replacement. The next 12 hours+ have been spent getting passed from one rep to another (each asking me to explain my problem all over again, oddly) whilst pointing out that they in fact won't offer a replacement and will only deal with mine once it dies.

 

[DocHolliday1186]

Re: LG G4 Stuck on boot, how can I get it out of if?

ugh. That's a mess (I was responding to you, btw). Sorry. I'm a technician at Sprint, and if you had come into my store I would have ordered you a phone no problem. I don't remember ever having been told that it was a temporary thing, as the Known Issue # still populates in our service ticket system when triaging phones. They did an internal recall, where all store stock was returned to LG and they sent us new ones, but as far as I know if you are having an issue with a pre-"recall" device, it's still able to be replaced free of charge. I just did a couple last week, in fact.

Sorry you had such a sucky experience. While it's true that it is technically LG's problem, not Sprint's (as they're the ones who made a turd of a phone the first time around), it seems you could have been taken care of at no cost to you. I know that probably doesn't make you feel any better, but it is what it is, I guess.

 

[Tsukiyomi]

Re: LG G4 Stuck on boot, how can I get it out of if?

Thanks very much for the reply - it does make me feel slightly better to know that someone, somewhere has an ounce of common sense and sympathy. I still can't see why it was so hard for Sprint to make two long-term customers happy by bending (rather than breaking) a rule. All the Mrs and I wanted was what we were paying for, nothing more.

Anyway, I appreciate your reply and thanks for being the kind of Tech I'm sure all of us wish we could encounter. Have a good one

 

[KPMcClave]

Re: LG G4 Stuck on boot, how can I get it out of if?

I'm not sure if that's a reply to my post, but I'll address it as such (and apologies if it wasn't!)

I've spoken to maybe a dozen different Sprint employees now (not to mention 4 different people who keep taking over my Twitter DM's that are still ongoing now). Every single one has told me that the recall applied in September/October to phones purchased in June/July (as mine were - one for me, one for my wife, both s/n 506). We had TEP until December when our bills just weren't manageable (I've just added it back to my phone purely because of this incident). Wife's phone died last Sunday, we've been told by everyone we've spoken to at Sprint that TEP would have covered it and that since it's not covered, we can either pay $70 for an exchange or else send the phone back to LG and wait a few weeks to get the same phone back with a new mobo. I've also been explicitly told that if the phone had died in September they'd have replaced it while the recall was going on.

Whether that's a lie or misinformation is anybody's guess. But as I say, I've now dealt with more than just one or two employees who have told me that I'm out of luck and that a leased phone from Sprint that will be returned to them in 18 months doesn't make them any more liable for swapping a phone with a known issue. I've been told in print in Chat that "This is LG's problem, not ours"

Also as I mentioned above, Sprint explicitly told me in a public tweet last night that if I DM them they'll arrange for a replacement. The next 12 hours+ have been spent getting passed from one rep to another (each asking me to explain my problem all over again, oddly) whilst pointing out that they in fact won't offer a replacement and will only deal with mine once it dies.

I would go back to that public Tweet where they said they'd exchange if you DMed them and call them out for all the world to see. You still may not get the ultimate resolution you seek, but that move by them was particularly pathetic.

I mentioned when I had to take to Twitter shaming another OEM, that I refused to take it to DM when they asked. Not to be a ****, but because they had plenty of chances up to then to take care of my problem privately. I wasn't going to give them even one more chance to privately screw with me at that late date. My issue was solved in 48 hours, after enduring the run around for the prior 3 weeks.

 

[KPMcClave]

Re: LG G4 Stuck on boot, how can I get it out of if?

Thanks very much for the reply - it does make me feel slightly better to know that someone, somewhere has an ounce of common sense and sympathy. I still can't see why it was so hard for Sprint to make two long-term customers happy by bending (rather than breaking) a rule. All the Mrs and I wanted was what we were paying for, nothing more.

Anyway, I appreciate your reply and thanks for being the kind of Tech I'm sure all of us wish we could encounter. Have a good one

It makes me wonder if this is one of those things where the systems in place are not your friend. You need someone to manually fix your problem (in the example I mentioned in my experience it required someone to get up out of his chair and physically put the phone in a box and send it out...GASP). The OEM I had issues with had a system that worked pretty well when there were no additional issue, but if there were, the wheels just spun and spun.

 

[Tsukiyomi]

Re: LG G4 Stuck on boot, how can I get it out of if?

I would go back to that public Tweet where they said they'd exchange if you DMed them and call them out for all the world to see. You still may not get the ultimate resolution you seek, but that move by them was particularly pathetic.

I mentioned when I had to take to Twitter shaming another OEM, that I refused to take it to DM when they asked. Not to be a ****, but because they had plenty of chances up to then to take care of my problem privately. I wasn't going to give them even one more chance to privately screw with me at that late date. My issue was solved in 48 hours, after enduring the run around for the prior 3 weeks.

Funny you mention this. I did exactly that and 30 minutes later got a phone call from a very nice lady who had the whole Twitter interaction passed along to her for escalation. She has reaffirmed what DocHolliday said above - that it really should have been dealt with (which still doesn't help THAT much since sending the dead phone to LG yesterday - if only this had happened 48 hours earlier...). She also told me that she'll get back to me on Monday and see what can be done about my currently working G4 to make sure my phone doesn't suffer the same fate as the other early ones that seem to be dropping like flies lately.

It's surely no coincidence that this got escalated so soon after calling them out publicly. It's a shame it has to come to that, but at least I haven't been abusive or stupid in my Tweets - which has likely gone in my favor).

 

[KPMcClave]

Re: LG G4 Stuck on boot, how can I get it out of if?

Funny you mention this. I did exactly that and 30 minutes later got a phone call from a very nice lady who had the whole Twitter interaction passed along to her for escalation. She has reaffirmed what DocHolliday said above - that it really should have been dealt with (which still doesn't help THAT much since sending the dead phone to LG yesterday - if only this had happened 48 hours earlier...). She also told me that she'll get back to me on Monday and see what can be done about my currently working G4 to make sure my phone doesn't suffer the same fate as the other early ones that seem to be dropping like flies lately.

It's surely no coincidence that this got escalated so soon after calling them out publicly. It's a shame it has to come to that, but at least I haven't been abusive or stupid in my Tweets - which has likely gone in my favor).

The most damaging thing to a company's reputation is a believable person with a genuine gripe. You can't claim to be reasonable and act like a lunatic, so no doubt staying level headed (and I know that gets hard at some point) certainly helps a lot.

Good luck the rest of the way.

 

[Gabriel619]

Re: LG G4 Stuck on boot, how can I get it out of if?

This happened to my G4 just two days ago. Serial number starting 506. Contacted T-Mobile customer care and they sent me a replacement via free 2-day shipping. They also gave me a $15 bill credit because I told them my phone had a screen protector.

 

[cyberwulf1197]

Re: LG G4 Stuck on boot

Motherboard failure. Same thing happened to me. Fortunately it has a one year manufactures warranty. Defective batch of serial number starts with 505. Got my new phone from AT&T last week. Running fine!

Posted via the Android Central App

 

[D13H4RD2L1V3]

Re: LG G4 Stuck on boot, how can I get it out of if?

My phone just started doing this too.

Was watching a video on YouTube (ironically, a video made by Samsung) when it just suddenly froze and rebooted into the LG splash screen. It stayed there until it shut off shortly after. It wouldn't turn on and there was no response when charging it.

I swapped batteries and I did get it to go on, but it's stuck on the LG splash screen.

I'm gonna try to get a warranty replacement tomorrow and see how it goes. My S/N starts with 505 and it's an unlocked H815 unit.

I've already backed up my stuff to an SD card way before this happened, so I'm not really concerned over my data. The weird thing was that it did throw up warning signs, like random reboots at times.

It also happened when I planned to get my dad a Galaxy S6. *sigh*

 

[gendo667]

Re: LG G4 Stuck on boot, how can I get it out of if?

My phone just started doing this too.

Was watching a video on YouTube (ironically, a video made by Samsung) when it just suddenly froze and rebooted into the LG splash screen. It stayed there until it shut off shortly after. It wouldn't turn on and there was no response when charging it.

I swapped batteries and I did get it to go on, but it's stuck on the LG splash screen.

I'm gonna try to get a warranty replacement tomorrow and see how it goes. My S/N starts with 505 and it's an unlocked H815 unit.

I've already backed up my stuff to an SD card way before this happened, so I'm not really concerned over my data. The weird thing was that it did throw up warning signs, like random reboots at times.

It also happened when I planned to get my dad a Galaxy S6. *sigh*

Welcome to the club.

 

[D13H4RD2L1V3]

Re: LG G4 Stuck on boot, how can I get it out of if?

Welcome to the club.

Definitely not feeling proud of being a member of that club.

 

[ffejjj]

My daughter's Sprint G4 boot looped and died the other day. Today Sprint told me because it's a known issue I would get a free new (not refurbished) G4. No cost to me.

It'll be here in 3-5 days. Expecting snow delays lol

Mine is a 505

Posted via the Android Central App

 

[msvanhorn]

Re: LG G4 Stuck on boot, how can I get it out of if?

Well, I've joined the club this morning also. Serial number 505X. Heading to Verizon as soon as I can.

 

[BrendanA]

Re: LG G4 Stuck on boot, how can I get it out of if?

This just happened to me for the SECOND TIME today! the infinite boot loop to lg lifes good for my first replacement lg g4 after it happened the first time!!!!!!!!!!!

First time was september

bought phone in june
my new phone (new phone being the one they sent me in september after the one i bought in june had the boot loop) begins with serial 505 which i see is bad batch

Verizon offering to just send me a new phone, but if it has happened twice now how the hell do i know it wont happen a third time

fortunately i have cloud so i diodnt lose any pics or videos and most of my stuff is on my sd card but still hugely annoying

 

[BrendanA]

Re: LG G4 Stuck on boot, how can I get it out of if?

Since this is a motherboard issue , is there a way to replace the motherboard and not lose the data stored internally on the phone? I have most stuff backed up but definitely not everything. And im also worried about what i read, which is sending it in and potentially anyone having access to your passwords etc

 

[mbnocx]

Re: LG G4 Stuck on boot, how can I get it out of if?

Since this is a motherboard issue , is there a way to replace the motherboard and not lose the data stored internally on the phone? I have most stuff backed up but definitely not everything. And im also worried about what i read, which is sending it in and potentially anyone having access to your passwords etc

The data is stored on a chip that is mounted to the motherboard. If they replace the motherboard that chip will also be replaced. Best thing is to have the phone wiped. Since you may not be able to do that yourself if you can't power on the phone, you may just end up having to trust the vendor that your carrier or LG uses. That's what I ended up having to do.