yashsingh1/xdaforums huggingface dataset:
[Sprint LG G4] lazerus06:
I really had to press the tech to order a replacement. My experience went like this:

1. Came back after work after I left my phone at the store so they could try to "fix" it

2. Tech was nice, said that Android phones running lollipop all seem to have this problem. He said that the problem is that Lollipop doesn't fully install and causes the issue (I am not making this up).

3. I was polite and said that the phones OS was fine, and this was a hardware issue. I don't think a mobile OS partially installs itself and runs ok for a while and then craps out.

4. He said a hard reset should fix the phone. He said I should go try that and if that doesn't solve it, bring it back in.

5. I asked him if he could "hard reset" my phone so we could see if "works"

6. He took in the back and returned less than 2 minutes later and said it must be hardware related. He said that since I didn't have Sprint insurance, he could order me a replacement for $75 or I could contact LG to get it fixed.

7. I showed him the article/email about the defect with the LG G4.

8. He said "I heard something about that" and went to the back again

9. He returned and said all the diagnostics he ran showed that the problem my phone was having wasn't due to the defect.

10. I politely showed the article again, stating my phone was doing EXACTLY what the defect was causing.

11. He said he would be right back.

12. He returned and said they would ship me another G4 in a couple of days.

13. I said thank you

Don't let them make you leave. I don't know if it is outright lack of knowledge or they are just straight up trying to pass the buck.
[Sprint LG G4] inkdup102586:
Sprint CS asked for my serial number. Gave it to her. Said yup. Said we'll ship you a new phone.
[Sprint LG G4] KingFatty:
Was that in-store, or how did you get in touch with the Sprint CS, did you need to escalate etc.?

Do you have to return the old phone before you can receive the new (refurb?) one?
[Sprint LG G4] wilsonch1551:
So frustrating...

I had the same experience with them before all of this came to light and had to escalate it to get it sorted out and my second phone hasn't had any issues yet...
[Sprint LG G4] theblackdawn:
I brought my device in and they supposedly did something with my battery with a $12,000 machine. My phone started rebooting the next morning. Brought it back in Friday and they were talking about 30 minutes after I left an lg rep came in and told them about the issue and ordered a new device no problem. Now I have my new phone rooted with UltraPop and did some tweaks with the io controller and now my new device is flying.
[Sprint LG G4] bjr70:
Same here. My new G4 has been great so far. *fingers crossed*
[Sprint LG G4] babyschmoof:
Sporting my new G4!
[Sprint LG G4] Agimax:
Since UltraPOP already has I/O tweaks, which changes did you make?
[Sprint LG G4] theblackdawn:
I switched from deadline to row and changed some quantum values. I can't tell you which ones as my device's screen will not turn on and I have to take it back in lol.
[Sprint LG G4] Agimax:
Unless you modified the startup scripts, every reboot your values will go back to what i have them at. You shouldn't need any I/O tweaks, as there are lots done by the scripts. If you happen to find tweaks better than the ones in place, by all means please share :)
[Sprint LG G4] theblackdawn:
Trickster mod set on boot. 15 sec delay. plus I never restarted it cause I only had it from monday to wednesday lol. I think I switched the rp quantum and hp quantum values increased both of them though.
[Sprint LG G4] odombones94:
I know this isn't really the right place to ask, but I've been following this thread for a while. Is there a rom that keeps the stock camera features? (the manual focus, shutter speed and whatnot)
[Sprint LG G4] :
Hey guys, lets try to keep this post on point about getting your phone replaced :)
[Sprint LG G4] lazerus06:
Just a heads up, I did the same thing on the Sprint store part, and you will probably be send a pre 9/01 manufactured refurb phone, not a new one. I just got my replacement from Sprint today and it was manufactured in May:(

---------- Post added at 02:06 AM ---------- Previous post was at 02:03 AM ----------

So after dealing with Sprint, and getting sent a refurb phone, my wife reminded me that she got the Best Buy geek squad protection on the phone when she got it for my Bday. Luckily I haven't sent my defective phone back to Sprint yet.

Called Best Buy, they said they won't be getting the G4's in for replacement any time soon. Going to issue me a Best Buy gift card for the amount of the original un subsidized amount of the G4.

Going to use the G4 Sprint sent me until I get my gift card from Best Buy, then send it back to Sprint and send my original defective G4 to Best Buy.

Now to decided what to get.....
[Sprint LG G4] wilsonch1551:
WOW

Wow is all i can say
[Sprint LG G4] lazerus06:
Got Best Buy gift card emailed to me today for $650. Ordered the Motorola X Pure Edition. Going to miss the G4 a little...
[Sprint LG G4] lanhikari3113:
I got my G4 at bestbuy before 9/01, how do I get a 650$ gift card to pick another phone? Just wondering in case mine goes wonky soon..
[Sprint LG G4] lazerus06:
It has to go wonky first before they replace it. If you file a claim and send in the phone and it works, they will charge you for the phone.
[Sprint LG G4] Doomstang:
I had mine repaired by LG nearly 2 months ago and just had my first split screen colored snow problem
[Sprint LG G4] dgomez720:
I've been pretty absent on these forums since my phone hasn't exactly been the best phone in the world as LG claimed it to be... Glad to see I'm not crazy and I'm not alone with these issues. I haven't had the screen tears (thank Jesus) but I have had wicked issues with WiFi freaking out and not connecting then the phone rebooting on its own.. this is my second brand new LG G4 (OG one had the exact same issues as this one is having) my S/N is 508... I'm hoping to go into Sprint this week and see if they can do anything about it. (Austin, TX area). I'll post my experience and findings.
[Sprint LG G4] dgomez720:
ALRIGHT,

so i just got off chat support with Sprint and here is my exact chat with EMPLOYEE CARE, not regular care (my account is a CERO account)

Steve K.: I hope you're having a great day! Please give me a moment while I retrieve your account information.

Steve K.: Hello Daniel, I can help you with this! Have you had the phone checked in a store? It sounds like the device itself

may be defective if it's having all of those problems. As long as there's no physical damage on the phone, you should be able to

get it repaired or replaced through the manufacturer's warranty.

You: This is acutally the second brand new device I have received within the first month and a half of having this model... I was

informed that the LG G4's built before September 2015 are known to potentially have issues and I described the exact issues to

the technician in store but they did not open a service ticket for me

You: They stated I needed to go to CC and speak with them as my serial number may fall under a "defective list"

You: I'm not sure how to proceed from here since they didnt want to open a ticket for my phone...

You: I dont have any physical damage other than a few scratches

Steve K.: It looks like that is what should have been done. You can try contacting Tech Support via Care at 8888768381

to

see if they can send you one. You can also contact LG directly at 8007938896

and they should be able to send one out to

you. I'd do it here, but we don't have the ability to process those exchanges, unfortunately.

You: ok, I dont mind calling Care.

You: so is this some sort of defect in the devices?

You: the tech was very vague on this

Steve K.: You should be able to get it resolved that way. I'm able to confirm in our documents that it can definitely be replaced.

We do have reports that devices manufactured before September 2015 could have these issues, so you're definitely right about

that.

You: ah ok

You: in this case, I will call them and have this set up.

You: thank you so much for all your help

Steve K.: It's my pleasure. Is there anything else I can help you with?

You: not at this time

I'm going to call EC and see about getting into a new one instead of a replacement refurb (idgaf either way as long as it's been recently built).

I'll update once I'm done with that
[Sprint LG G4] CrackedTech:
I'm up for an upgrade in a couple and have been looking at the G4, is there anywway I can confirm that all old stock has been swapped out with new devices in places like Best Buy, Sprint stores, Target, etc? Following this thread has made me a bit leary about getting it since I'm on Sprint and don't want to end up with one that falls under this issue.
[Sprint LG G4] mswlogo:
The Manufacture Date (Month) is on the box. Don't accept or open an older one.
[Sprint LG G4] CrackedTech:
I didn't even think of that. Feel a little dumb now but thanks for the answer.
[Sprint LG G4] :
We had to send them back and replace with new stock.
[Sprint LG G4] mswlogo:
This bugs the crap out of me, and I'm sure others.

The thought that they made you do this, yet, mine has to remain in my pocket ready to fail at any moment drives me insane.

And the posted hassles that various people have gone through to get them replaced.

Makes me just want to dump the phone and get something else.

I'd love to just walk into a sprint store and have them replace it on the spot with a new one based on the old build date.

But I know that won't happen and the stress of trying isn't worth it, instead I retain the stress that my phone will fail at any moment.
[Sprint LG G4] MyzDevyneOne:
Best way I've found is to call customer care. I went to 2 different Sprint Stores and couldn't get anywhere. Called care and my new phone is on the way. Will report back on the s/n when it comes in.
[Sprint LG G4] Tech_Savvy:
Guys is the actually an issur.. I badly dont want to return mine bc of i want tonstay on zv4 bc of possible bootloader unlock.... Whatbare ur thoughts?
[Sprint LG G4] lazerus06:
Maybe if you get one made after September you will be ok. I ended up giving up after my initial G4 died and my sisters G4 had the exact same issue. Sprint tried to send me a refurb that was made in August but I sent it back.

Ended up using my Best Buy gift card that they gave me to replace it for a Moto X Pure and haven't looked back.
[Sprint LG G4] :
If your not having problems then don't worry till you do.

Also I wouldn't expect to get a bootloaders unlock.

My device is an att one and we have no hope of an unlock it custom roms. I'm rooted with exposed and not having an issue with needing roms, but then again I usemy camera and want the stock camera software.

Though I'm looking at a nexus 5x. I want a finger print scanner and M.
[Sprint LG G4] odombones94:
Just submitted a warranty/service ticket directly to LG. After reading people's experience with Sprint, I just went straight to the source... Will update when updates are available.
[Sprint LG G4] Doomstang:
I had mine repaired by LG 2 months ago and just started getting the split screen issue again randomly....I'm not sure if I want to deal with Sprint or LG this time, ugh.
[Sprint LG G4] odombones94:
When I contacted sprint, they said they would charge to look/deal with the device.
[Sprint LG G4] :
Yeah...we don't charge to look at the phones...and if you have issues with the phone and its in the manufacturing date of the issue they have to replace the phone for free as its a device known issue.
[Sprint LG G4] odombones94:
Hmmm. I might stop by a different sprint store today then. Hopefully they have one on hand to give me haha.
[Sprint LG G4] monstermack77:
So here's a slightly different question on this.

Last month my sister went through this whole ordeal with Sprint regarding exactly this issue. But back then it wasn't a recall. It was just a rumor that things might not be good.

They forced her to take a Galaxy S6 as a replacement. The tech saw the phone boot looping. He said all they can do is give her a S6.

Which she absolutely hates.

So I wonder if she could go in now, exchange the S6 for a new G4...since her G4 failed exactly as described here and she really did not want the S6.
[Sprint LG G4] :
The reason they gave her an S6 was probably due to the device not being in stock. She would need to call care and have then resolve the issue about trying to get the g4 back.
[Sprint LG G4] mswlogo:
I got them to send me a replacement after whining on the phone for an hour and I insisted not to bother if they were gonna send a refurb. They sent a refurb made in May. Ugh.
[Sprint LG G4] MyzDevyneOne:
Just got mine...a refurb from May. I'mma raise HELL tmw. As a mattafack, lemme tweet them rat nah.
[Sprint LG G4] antonio824:
This was a Sprint initiative from my understanding. I was told by a local Sprint rep that comes and sets up marketing tables at my work that they were replacing any LG G4 with an S6 and that I should do that ASAP. I told him I was not interested in the S6 at all and that I would take my chances. I sent in my girlfriends phone with LG about four weeks ago due to some weird screen lines. To me it appeared that something was impacting the LCD. LG fixed it in a SINGLE DAY and shipped it back out. They replaced the LCD according to the receipt. No cost at all. Very impressed.
[Sprint LG G4] :
I personally haven't seen any refurbed models that we replaced out come back. My understand is that the sprint warehouse is working with LG to get better/newer mother boards in the devices. But the only way to get a new one would be call up customer care, make a big stink to a supervisor to demand an instore new replacement. Like, threaten to leave sprint, complain about the known recall all over the internet etc. Then you'd have to go to a corp store after notes are placed into the account for it. Or sprint will send you a new one. Other than that, as a Tech I'd tell you that I'd have to wait for your replacement device to act up first. I've seen stock come from LG that they say is fixed made in the same time period. THey must have some way to check which old stock was affected, and whats not because we have ones that were Okay'd that have the older build numbers on them.
[Sprint LG G4] dgomez720:
Just received my replacement LG G4 and the manufacturer date is JUNE of 2015... we'll see if this one doesn't have any issues. Apparently the LG G3 may be having the same issues due to SW (not officially confirmed obviously), we were told that it MAY have the same issues, this came from CC while I was on the phone with them activating my DHRP. My wife has had 2 with the same exact issues. just worth a mention.
[Sprint LG G4] martin20144:
So my Sprint G4 started to do the boot loop as well but the problem is that I am not a Sprint Customer. Will a Sprint service center replace it or will they just blow me off?
[Sprint LG G4] :
If you're not a sprint customer than they can't replace the phone for you because you don't have an account. You would have to go through lg.
[Sprint LG G4] martin20144:
Thanks, I contacted LG and they approved a repair so now I have to ship it.
[Sprint LG G4] g_money:
My wife and I got our L4s right before this thread came out. I was freaking at first. I don't get insurance on my phone because of the fact that I intended to root,etc. But, we have had no problems whatsoever?
[Sprint LG G4] :
If you're device experience the specific issues of screen splitting and issues booting up you are entitled to a replacement through it being a device known issue with no 75 dollar charge.

The root however will void any warranty/claim you have to a replacement so if it boots up better unroot. You have to be experiencing the problem in order to get the device replaced.
[Sprint LG G4] :
I have edited the first post to include all of the known issues with the device that can get you a replacement.
[Sprint LG G4] Swetnes:
Hello...I have had my G4 since July [mfg May] I haven't haven't experienced haven't experienced any of these issues, but I do have one that is very annoying. My signal strength keeps dropping to zero. On cell standby I average 30-50% without signal. When it drops to zero I can literally watch the battery drain and the phone gets hot. When the signal returns the battery/phone cools down. I have taken my phone to multiple service centers. And they cannot duplicate the problem. I think it's because there is a micro site in the store (am I correct) as my signal strength is insanely high and drops down as soon as I walk out. I must add...on ZV4 & ZV5 it would just from 3G to LTE constantly. With Zv6 it does stay on LTE. Any suggestions.?
[Sprint LG G4] :
Two ways to go about this. Hit up either a store with a service and repair center first and show them your battery graph. It will show that it has bad service reception when you press on the graph. It should show a red and green bar showing how good the phone is picking up service, and also they have a tool called Service trender that shows how badly the device is getting service. You're always going to be jerked around about replacing phones because we get dinged for it. So they make us have to replicate issues etc. I don't know if the store would have a cell site though.

Hope those suggestions help to prove your issues.
[Sprint LG G4] MyzDevyneOne:
Called CS, got notes put in the account and got a new phone from the store. So far so good.
[Sprint LG G4] Akosp:
Since you're a tech, I had a question.

I've had the split screen bug every now and then, maybe once a month. Other than lagginess (which I assume is from the software), I haven't had much problems with the phone. But the fact that I've experienced the garbled screen every now and then makes me a bit concerned for my device's performance. If I were to get my phone exchanged, how could I replicate the split screen bug since it only happens once in a while to show that I have a legitimate excuse for an exchange?

Thanks.
[Sprint LG G4] :
I'd try walking in an and tell them that it does happen, see if they will do it because it's an issue that we know exists. Otherwiae you'll want to call care and get accounts notes for a replacement.
[Sprint LG G4] monstermack77:
So I've gone through the gauntlet with Sprint lately regarding this. I went into the store and said that I knew about all the memos and the "recall" and that I'd like my G4 back now that they know what's going on. The people at the store said there is nothing they can do and that I need to call customer care.

I spent over an hour on the phone with customer care only for them to direct me back to the store where the exchange took place.

So when I got there the reps remembered me and said that I will need to speak with their site manager...who of course wasn't in that day.

So I finally get to talk to the manager and basically as he tells it, is that since she has a S6 now, they can't do a replacement for the phone and switch her to a G4. The only option it gives him for a replacement phone is another S6.

So Sprint tries to update a phone and crashes it, they force her to take an S6, and when they finally get their heads out of their butts about the G4 problem they've pigeonholed the customers that had their phones fail early onto the S6.

I am very much not amused. It has definitely convinced me that I will be leaving Sprint as soon as possible. I've been a Sprint loyalist for over a decade, through all of their horrible network decisions, but this is the straw that broke the camel's back. I'm done with them.
[Sprint LG G4] Akosp:
I've started getting the bootloops after never having it. I went to the sprint store today and they told me they'd charge me $75 if they determine it's not a hardware issue (i believe it is) or it's free if it is related to the hardware issue. On the other hand, LG offered to "repair" it if it's showing the symptoms, but I'm not sure if I can replicate it for them at LG. Same for sprint.

What should I do? How can I make sure my phone is showing the symptoms (which it does, just not ALL the time) when the sprint tech looks at it?
[Sprint LG G4] KingFatty:
Maybe do a factory reset and see if the problem cannot be reliably duplicated.

Because they might do a factory reset to "prove" the problem was solved via software, but it might be a hardware issue that won't show up for a bit, to where they will miss it and conclude it's a solved software issue and charge you money for the "fix."
[Sprint LG G4] monstermack77:
My struggle continues.

I went and posted on the Sprint Facebook page about my issue. Basically copy/paste from what I wrote here yesterday.

Spent all day back and forth with one of their reps over the phone. The rep I was dealing with clocked out at 3pm EST. She said the back office managers were still working on my request but things were really busy there and it may take some time, but they would get back to me.

So fast forward to today..still no word, so I call in looking for an update. Of course I get a different customer service rep and she has to read through all the notes posted to my account...she tries to fix it, but as I could have told her, she doesn't have the type of authorization necessary to do what I am asking them to do.

But then she messed up...she lied to me. She actually said that Sprint doesn't sell the LG G4 anymore and that was one of the reasons it forces them to switch people to a S6.

I called her on that immediately. I pointed out that if I wanted I could go buy a brand new G4 right off their website and that the G4 was prominently advertised in store on Tuesday. She put me on hold again and then went back to the same garbage line of I can't get another because that's not the phone I have now.
[Sprint LG G4] mpgrimm2:
Thanks soulysephiroth for sharing this information!

I started having issues with my stock June 2015 Sprint LG G4 (Lease) over the last few weeks where it freezes and won't respond immediately after waking it up. I can cycle the power button to put it back to sleep and wake it up again, then it seems to work fine. Not sure if I have a recent app update issue yet or if this is hardware related.

[MENTION=2911155]soulysephiroth[/MENTION], would this "inconsistent" issue fall under the LG G4 recall mentioned in the OP? Might be a stretch, IDK.
[Sprint LG G4] :
I have no idea if they will be able to get you a G4 back. Though they should be able to get it escalated to the point that they should have to give you a g4 back. In fact, if you must, ask to speak with a supervisor. Tell them to check you're lease/contract/easy pay whatever you upgraded with, and see if it lists a G4 on that, if it does, than ask why you're paying for a phone you don't own. You could feesible sell that S6 and get a G4 even if it came down to it.

It could possible down the read lead to that, but I'd suggest factory resetting the device first, and making sure your own device storage space isn't full. Sometimes **** clogs them up. If your issues with it persist after, and your not software updated or custom romed, then I'd take it into them and wait till it starts acting up again.

A sprint tech cannot charge you for doing a FDR on a device, only a repair for a part, or exchange of the device if it doesn't meet the release date of the issue. Any tech thats not a prick, would more than likely have to have AE it for the known issue. If you factory reset and it still bootloops, they will have to do it for the known issue. If they don't call care and complain about the store reps.
[Sprint LG G4] :
Also, since I moved to the v10 I haven't been checking g4 threads very much, if you need to Tag me or quote me!
[Sprint LG G4] mswlogo:
It's a shame Sprint isn't getting the V10. I bought one to try T-Mobile out. Plan was great, Price was Great, Phone was great, but coverage didn't cut in one critical area, but it did work much better than Sprint everywhere else. For some reason the V10 felt WAY WAY faster even though it was the same processor. I can't image it's the 3GB vs 4GB of RAM. I hope an update comes out that makes it as zippy. It seemed to do much better on Battery too.
[Sprint LG G4] :
Was told by the LG rep that after the recall it got pulled.