[Sprint LG G4] cubexg:
Hey all - so I figured I'd post what has happened to me since my last post and I was sending my phone into LG. So I did that - waited the two weeks (was using my m8 for the past two and forgot how nice that phone was) - got it back and LG did NOTHING. Literally nothing. They indicated on the paperwork that there was a touch issue and they updated software (will get back to this at the end of the post as there is one interesting outcome here)

I proceeded to call LG customer support and give them hell - but I went thru hell to do it:

Call 1:

Spoke to tier 1 support - explained situation - offered and told multiple times to send phone in AGAIN - this time with proof of purcahse as without that they can't do as much (which is nuts) but I refused and asked to speak with supervisor regardless.. Took about 15 minutes to get to this point. Waited on hold for 40+ minutes for supervisor - hung up on.

Call 2:

Spoke to tier 1 - expressed that I was hung up on waiting for supervisor - was told that there WERE no available supervisors (after 10 minutes of silence and attempting to find my account) and explained to the rep that I couldn't understand how there were no supervisors around. I was pretty insistent but the answers I got were nuts - such as:

Rep: "There are no supervisors here"

Me: "So there's no one there right now? Are they all in a meeting or on break?"

Rep: "No."

Me: "So you're telling me there's no one on the floor monitoring you guys at all?"

Rep: "Well, no they are here."

Me: "So what are they doing?"

Rep: "They are on the phone."

Me: "So can't I wait for someone to be come available? I just held for 45 minutes before and was hung up on"

Rep: "Hold on"

AND more silence for another 30 minutes.

Finally get a "supervisor" on the phone (who picks up the phone LAUGHING about something) and I begin to rip in (this was not how I wanted things to go - but after almost two hours of dicking around I really couldn't contain the anger anymore). And now, the REALY lunacy begins. Some highlights:

Me: My phone wasn't repaired with the description I had given to the rep the first time I sent it in.

Rep: Well it wasn't flagged for the sprint problem.

Me: Why not?

Rep: I don't know

Me: Well what was actually done the first time?

Rep: We don't know what the techs do - that's a different facility

Me: So how can you guarantee that flagging it will get it repaired properly

Rep: I can't, but because it's been flagged you can send it in again

Me: But you just said you don't know what the facility does

Rep: .... (silence goes here)

Or this gem

Me: Do I have to send it ground shipping again?

Rep: We can try to get express shipping approved but that takes 1-2 days and isn't a guarantee so you're better off using the ground shipping

Me: So even though it's my second time shipping the device to you on the same issue that you admitted wasn't fixed the first time because it wasn't flagged which you can't guarantee will make a difference, you can't even give me express shipping without a 2 day approval time period?

Rep: Right, you should ship it with the ground label

Me: And there's no recourse for being without my phone for a month even though you admitted fault?

Rep: ... (Silence)

This goes on for about 20 minutes in circles with essentially admission that they screwed up, and they will do nothing for it aside from offer to maybe repair my phone if I send it in again because "customer service doesn't know what the techs do" - but obviously the techs MUST read the notes as the frist the original rep had was "Unit Locking up and not responding" - nothing about the touch. And then to top it off - supervisor hung up on me. Just hung up. Total time on this call around 55 minutes.

Call 3:

I don't ask for a supervisor - I reference my phone number to get the repair stuff done (which was now all listed on the account) and the information is sent to me within minutes. Time on this call about 15 minutes total.

So after all this and LG essentially giving me a big FU, I was resinged. What else was there to do. BUT before heading to bed around 10.45 at night, I decided, let me call Sprint and see if there's anything they can do (frankly didn't expect much after last time when they had advised to go to LG to get the new phone and use their repair). Got a great rep named Dylan who I explained the situation to. Dylan did the following for me:

For the issues, gave me a $25 service credit

Setup an appointment at a Sprint store the following morning near where I work to go and speak to Tech there

Assured me that they all know about the problem and that Sprint can do the phone exchange for me no hassle

Gave me an "Exchange" ID so that if the tech in the store gave me any guff I could reference that ID

All told took 9 minutes. Went to the sprint store the next morning, 5 minutes after walking in, I walked out with my current LG phone, and they told me new one is ordered at no cost and they'll have it on Tuesday.

Moral - Sprint did right - LG customer service sucks.

Interesting sub note - So the one thing that LG did do was "load new software" on my phone. I was ZV6 when I sent it in.. My phone is now running ZV5 - which means the lock that we all think will brick a phone to go back to an older version is NOT hardware - it is possible to do - I guess no one has the tools to do it. If anyone thinks there's anything I can pull off my phone to help people "back flash" let me know. It goes back to Sprint on Tuesday for my shiny new one and I'm not going to upgrade it - no reason to.