[Sprint Samsung Galaxy S6 Edge] omega2468:
Did you do the software update on yours? My update is ready but wondering if that's what messed up my first edge

---------- Post added at 02:56 PM ---------- Previous post was at 02:37 PM ----------

Ok I just finished a conversation with Samsung and here it is

Santino: Hi, thank you for contacting Samsung Technical Support. How may I help you today?

Ryan: Hello. I am on my second s6 edge. My first got the rotate screen issue. Is this caused from the update or is it a hardware issue? My #2 edge I haven't updated yet. Should I avoid this update?

Santino: Hi Ryan!

Santino: I am sorry to know that you are facing issue with the device after the software update.

Santino: I will be happy to help you.

Santino: As of now we have not encountered with the issue you are referring on the device.

Santino: Please provide me the Baseband version of the device. You can locate it under Apps > Settings > About device > Baseband version.

Ryan: ***** I have read this has happened to several people on sprint and Verizon.

Santino: Thank you.

Ryan: I have been reading its an issue with the gyroscope. Not sure if it actually goes bad or if the software messes it up? Some people have gone through 3+ edges with the same issue

Santino: Your device operates on Android™ version 5.0.2, Lollipop (G925PVPU1AOCF).

Santino: As of now have not encountered with the issue you are referring on the device. I recommend you update the software on device.

Ryan: It wouldn't have anything to do with the rapid charging that makes the gyroscope defective would it? I would have to have to go get a third phone. If this update messes my phone up I may consider a different brand of phone

Santino: I do understand your concern Ryan.

Ryan: Is there a supervisor that may know of issues with the edge? I read that Samsung and carriers are aware of the rotating issues.

Santino: Could you provide me with the Samsung link were the issue has been posted.

Ryan: It was on some android sites

Santino: I apologize, Samsung does not confirms the issue that are posted on Non-Samsung sites.

---------- Post added at 03:22 PM ---------- Previous post was at 02:56 PM ----------

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Sorry for all of the comments. Last one. I just talked to another support person and here is his answers. He says this whole rotation issue is software related and will be fixed

Adan: Hi, thank you for contacting Samsung Technical Support. How may I help you today?

Ryan: I just thought I would ask a second agent before taking my chances. I am on my second s6 edge (Sprint). My last one had the auto rotate issue. Was curious if its the update or a hardware issue? Not wanting to go back and get a third device so I haven't installed the update yet on this one

Adan: Hello Ryan!

Adan: I understand your concern. I will help you out with the information on Screen rotation.

Adan: The Screen rotation is a Software issue Ryan.

Ryan: Should I avoid the update that is currently available?

Adan: If you do not update the device now, you will be prompted in the future to update the device. Initially you will have the update the device later Ryan.

Ryan: I turned off automatic updates so it doesn't install unless I tell it to. Are you saying I will have to do this update to install the fixed update when it is available?

Adan: Not to worry, as you mentioned that the earlier device was facing the issue after the update, there will also be a fix for the issue. They will release a fix for the issue.

Ryan: My question is can I skip this current update and wait for the one with the fixes?

Adan: You might not be able to skip the current update Ryan. The other update will only be prompted on the device if you are updated to the latest version of Android for the device.

Ryan: so basically I can wait for the new update to be announced and then update to the bad one that's available now and then I will get a notice to update to the fixed software?

Adan: Yes Ryan. I am positive that the issue might not persists after updating to the software that you have now.

Ryan: How close is Samsung to releasing a patch to fix this issue? I have 13 more days I can return this phone if it happens again. Id hate to have to go back to an iPhone

Adan: The Update is a carrier specification and it differs from carrier to carrier , However, once the update is released you will be notified by the carrier through notifications on the device and also it will be posted on the Samsung Website.

Ryan: has the update already been made available and I am now just waiting on sprint to release it?

Adan: As of now the update has not yet been released Ryan.

Ryan: How soon until it is or do you have any knowledge on that? Like I mentioned I have less than 2 weeks to decide if I should keep this phone

Adan: I am afraid we at Samsung live chat do not have the information on the release dates of the updates. I do understand that you have 2 weeks for replacement.

Adan: Not to worry Ryan, the fix will be released for the device.