yashsingh1/xdaforums huggingface dataset:
[Captivate General] haydonxda:
https://mycsp.cingular.com/mycspportal/appmanager/portal/csp?_nfpb=true&_pageLabel=login

myCSP is an online issue tracking / database / news / information system. It stands for "My Customer Solutions Portal". They could actually use it in their stores instead of just being holes. If they did they'd be able to see what issues are known issues, etc.

I was told all numbers of things for one of my local stores to get rid of me. All lies actually... "This isn't from AT&T", "Anyone could have typed this up", "Get something official with AT&T letterhead", "Doesn't matter because your IMEI isn't in the range" (wrong), "Spoke with the store manager (maybe) and regional manager (lied) and this isn't an issue with your phone", "This doesn't exist in our system", etc.

Scared the daylights out of them when I actually asked for their regional manager's phone number, spoke with AT&T customer service on the phone and had them add a note for the store to replace the phone, etc. They weren't happy.. and I was even less so for having to go through that crap.

Oh, and to be perfectly clear, this is an internal memo - this is NOT a press release.
[Captivate General] danielruiz35:
Yes, i agree. This is not an Official Press Release, but just a "informational note" within ATT.

If any wants to get the phone replace just show the article and have them type in the article ID (header) into MYCSP and they will be able to see the same thing.

If they dont comply then create a fuzz in the store and they will do anything you want!
[Captivate General] bababe:
Regardless the document is real or not, the issue with our Captivate is REAL and it is bothering US. However, Samsung doesnt give a F**K on issue a statement about the technical flaw or even admit it.it just like they say"heh ya want a fix, buy the NEXUS S" and if "NEXUS S" f**ked up too, buy our next new product."
[Captivate General] GTIVRon:
I really can't read through 27 pages to see if the info I need is in there since I'm at work... But I have 2 questions before I go to the AT&T place down the road from work on lunch today...

If I already rooted and flashed my phone, am I SOL as far as getting it replaced?

If so, will updated the software really fix this problem? My phone has been doing the random shut down since it was stock, and when I took it to AT&T they said there was nothing wrong with it and that it was up to samsung, when I called samsung I was told that is not an issue, and told me to do master reset blah blah..

Currently running rooted FroYo. I'm using the Captive Keep Alive app, but it's still rediculous, and since that app prevents the phone from actually going to sleep, it just sucks down the battery so fast I have to throw it on a charger by the time I get home from work. I can't get 12 hours with VERY VERY moderate use out of it.

Thanks for any help!
[Captivate General] Infiniti350GT:
I took mine to a local at&t on Saturday and had them replace it. I got tired of dealing with it since this happened to me on day one all the way till the day before when trying to wake up at 7am and it was off. I tried rom's and a sorts of tweeks and still had the same results. I reverted back to stock before taking it into them. I just didnt want to deal with them saying any BS - well since you have changed this we cant take the phone back this is whats causing your issue...I didnt want to be in that position. I also had my laptop in my car where I had sent at&t and samsung emails regarding this issue two weeks into using this phone...just as more backup if I needed. The new one had perception 10.1 with the darkness theme on it within an hour and has not had any issue since Saturday at noon.
[Captivate General] gordec:
How many people who are out of 30 days were able to get brand new phone from an Att store using this menu thing?

I'm on my refurbed 2nd cappy. It's prefect right now but build date is within the range. I know it can take few weeks for random shut down to start. Wonder if I should go try to get a new one in corp store.
[Captivate General] cdwhit:
Past 30 days?

I'd also be interest in how many over 30 days got the phone replaced. The store I got my phone at wouldn't even talk to me about it. They said since it was past 30 days I had to go through warranty support.

Is it worth driving around to other stores? Does anyone know an official at ATT that the stores can contact?
[Captivate General] TexUs:
Outside of 30 days, retail won't help you.

It makes sense they make you go through warranty. And it's really not bad (Except for the time on the phone convincing them of random shutdowns, terrible GPS, etc). They ship you a new (probably a refurb) phone, you ship the old one back with the prepaid label. Easy.

In my case the replacement refurb was newer than the one I sent back.
[Captivate General] gordec:
I think some people in this thread were able to get a brand new phone from retail store being out of 30 days
[Captivate General] bb6vtec:
I got my 90 days old captivate replaced by BestBuy Mobile and took the new iPhone as a new placement instead of Captivate for my wife.
[Captivate General] haydonxda:
I did, unfortunately the replacement I got was in the affected IMEI range and I didn't think to double check at the time. However, I've since been directed to warranty support for its replacement.

If you're outside 30 days you will [most likely] be directed to warranty support either via phone and mail or in person at their device support centers.
[Captivate General] sebvst:
hi,

i bought my captivate on ebay and it has a critical imei. it also shuts down when it is fully charged. the problem is, i unlocked my phone and use a t-mobile sim.

can is still exchange it in an att store?

neither unlocking nore buying it on ebay is llegal...

thanks in advance.
[Captivate General] existz:
No, because ATT only does this for their customers, att has no obligation to you since they don't make the phone and you are not using their service...and unlocking voids the warrenty so samsung isn't going to help u either..
[Captivate General] feilian:
As per the press release, it seems that stock rom UCJH7 already fixed the shut down issue? Correct?
[Captivate General] dbodom:
No, unfortunately ECLAIR.UCJH7 stock is not the fix. My phone is in the IMEI range, purchased in July 2010. It has the stock, patched kernel and still suffers from the shutdown issue. I have tried every trick and procedure to correct the problem from elimination of a task managers, cleaning the contacts on battery and phone, using a SetCPU profile, etc. Nothing works. I EVEN sent the phone to Samsung about 3 weeks ago and they sent it back 'repaired', same phone, same IMEI. If they 'fixed' anything, I can't tell OTHER than the GPS locked within seconds after I got it back. Unfortunately, it STILL powers off after a full charge multiple times. So...I called AT&T and gave them the internal memo information as listed in the thread. They sent me a NEW Phone, manufactured (based on IMEI) on Dec 12th 2010. Its still in the box. I'll be testing it shortly.

Call AT&T after reading this thread and ask for a new phone based on the internal memo. I hope you're as lucky as I was and get a phone rep who wants to help.
[Captivate General] avgjoegeek:
No ROM will fix the shutdown issue as it appears to be a hardware issue.
[Captivate General] GTIVRon:
I have had my phone for more than 90 days I believe, would have to check receipts to find out for sure, but I'm 99.9% positive.

Am I SOL?

My phone is also flashed with Stock FroYo 2.2, and rooted, but not unlocked.

Firmware: 2.2

Baseband version: I897UCJI6

Kernel version: 2.6.32.9 - jataek.lee@sep11 #1

Build number FROYO.UCJI6

Can i return to stock and replace it with warranty still? or through AT&T?
[Captivate General] chinesedevil:
How would one go about determining whether their phone is new or refurbished? Is the packaging different or something? I just got my replacement rogers phone, IMEI is higher than old one, battery is manufactured a day newer than my old phone, box and accessories all sealed and phone has all the sticker, are refurbs packaged like new?
[Captivate General] brandonb81:
I bought mine on Launch day and then swapped it out a couple days later because of a completely useless GPS. My IMEI ends in 0848.

What's considered "standby" when the phone randomly shuts down? Is that just with the screen off or something different?

I haven't really had this problem, maybe once or twice, but if this is a way to swap my phone out for a new one I'd jump on that... My GPS is still for the most part useless in real world scenarios. I could foursquare my ass off but if I had to navigate anywhere I'd be better off printing a map.
[Captivate General] bobola:
IMEI ends with 6867

But build date 10.10

Getting shut down every time battery passes 85% when it hit sleep mode.

Everything is stock, updated to 2.2

Problem still occur.

However, I'm within the 30days got it from futureshop.

Would I be able to exchange one there?

Or they have to mail it to me?
[Captivate General] tahoeski:
I just got off the phone with AT&T and they are sending me a refurb w/ free 2 day shipping!

It took 10 mins. The CSR said they were looking at the SKU as an indicator for bad units. He was aware of the tech memo in the OP.

My phone just started to do the shutdown thing a few weeks ago.

Manufacture date: 8/27/2010

IMEI: 351XXXXXXXX2721

I hope this new one works better. Has anyone that has gotten a recent refurb with better GPS flashed a custom ROM and kept good GPS? I though GPS settings went with a modem and custom ROMs will flash a new modem? Anyone?
[Captivate General] lothos:
I've been having the power down problem since I got the device in October. Took it to the local device service center yesterday and they swapped it out for a refurbished unit. The IMEI number was, naturally, 3518xxxxxxxx7049, with a manufacture code of 10.08. Charged it up and viola, this morning it had shut down again.

Short call with customer support later and they're shipping me another refurb. Hopefully this one will be a newer unit. If not, I'm sure that I'll be speaking with them again. The rep did state that there were batches of phones with this shutdown problem, but couldn't guarantee that the next phone wouldn't have this same problem. I guess they figure eventually they'll get all the defective phones into the hands of suckers who won't complain, or keep trading us out until the warranty expires. Shame, too, because I really like this phone.
[Captivate General] hd779:
The funniest thing for me is, with the stock OS it would only shut down if I was at 100% of the battery, flashed to cognition and now It shuts off when I am under 80%. I am going back to stock as I can find away around the 100% issue.

Emi 351xxxxx 8671 with jh7 stock.
[Captivate General] cesarp209:
how do you guys find the manufacture date? and what 4 numbers should i check? i emi starts with 3518.
[Captivate General] LightningGA:
"IMEIs manufactured before November 6, 2010: 352982040855394"

If it starts with 3518 then yours is in the "bad" range.

If you register it on Samsungs website they will tell you the manufacture date.
[Captivate General] cesarp209:
thank you! i spoke to an att representative, and she said it was a new build.....
[Captivate General] GTIVRon:
OK so according to the original post, it's last 4 numbers, according ot post above it's first 4 numbers. Which is it??

3518xxxxxxx5491 is what I have and have had this problem for the past 3 months...
[Captivate General] kdwolf85:
I just got a refurbished 1007 right after the new year. I've flashed Cognition, Perception and the Rogers 2.2 and back to stock. I would rate the GPS on these as follows:

Rogers 2.2 (Best - very first GPS lock was under 10 seconds)

Cognition 2.3b8

Stock JH7

Perception 10.1 (Worst - never could get a GPS lock)
[Captivate General] gnac:
According to the message the OP posted, its the first four digits, spcifically if the number is smaller than the sample, you may have this issue. Unfortunately, they use only the last four digits as an example of smaller numbers
[Captivate General] elteebee:
I'm glad AT&T acknowledged that there are issue with some phones.

I got mine replaced with refurb one. about 1 1/2 month ago and it works great now. The refurb one looks as good as new too.
[Captivate General] echonc:
Will be trying the corporate store route as this is my 4th captivate that Ive has to replace. The device repair and warranty center know exactly what I want the minute I walk through the door, lol.
[Captivate General] leetpriest:
Got my warranty return phone from refurb center. The second I booted it up, it froze. Used odin to go back to stock, which finally worked after +-30 attempts. Still freezes. This phone is worse than the one that I started out with. F*ck AT&T.
[Captivate General] aylw:
Sign up to samsung best way to check date.

IMEI code is not sequential, each part defines a different ID code. Check wikipedia.

Your best bet to know when your phone was manufactured is signing up on the samsung site, and going through the motions on registering your phone. On that page, once you enter in your IMEI code, it'll return the manufactured / refurbished date. You want that date after November 6th, or the problem could manifest.
[Captivate General] xhalz:
I got my Samsung Captivate on July 18 and the IMEI falls within the range. For the past month or so I have been experiencing the random shutdown multiple times per day. So, I finally decided to call AT&T after seeing the success of so many people on this thread. My phone was manufactured on 07/06/10. Anyways I called AT&T and referenced the memo and she said she heard nothing about it. I then was transferred to her manager and she heard of the memo and said my IMEI/phone had a known issue. She then transferred me to someone in the warranty department, who transferred me to Android specialist. Who said they weren't aware of the memo, but is issuing me a refurb with standard shipping. Quick question is this the best I could have done or is there still a way to get a new captivate???? Also they said warranty will be void with any big scratches, indents,etc. Well I have small scratches near the top of the phone that I got from opening the phone. Could they void the warranty for this it is barely noticeable or will they know the phone was opened. It was opened to fix a speaker issue. Sorry for the long post

Basically, Could I still get a new captivate and will that void my warranty?
[Captivate General] c0ldburn3r:
Imei 351xxxxxxxxxx7981 1008 v.04 Had one random shut off within the first two days but I bought mine in September and have never had another issue. Wifes phone is 351xxxxxxxxxx1267 1008 v.04 She's had problems , 2-3 a month. Might try the chat but I would hate for her to get a refurb pos.
[Captivate General] icnu01:
If you get a refurbished unit don't they only come with a 30day warranty? What happens if you don't start having problems again until after those 30days? What if another problem arises from the new phone and it's after the 30days? My biggest problem with getting a refurb is the whole warranty aspect of it. If they think the refurb is like new then warranty it like new, at least until the anniversary of the purchase date like the original.
[Captivate General] tahoeski:
The warranty policy is 30 day or the remaining time on your original warranty, which ever is longer.

I just got a refurb 2 days ago. So far so good. It looked brand new to me. :-)
[Captivate General] imerkk:
Just picked up my refurb captivate today at ATT's warranty store. Asked the guy some questions, like if the phones were new and what not, he told me that the outsides of the phones are brand new however the internal components are just "fixed".

As soon as he handed my my "new" phone I opened the battery panel and checked the IMEI number which happened to be starting with 351...Now I'm assuming I'll be having the same random shut down issues again..
[Captivate General] dbodom:
I sent my phone to Samsung for repair of the shutdown issue and they returned it about 10 days later 'fixed'. It was the same phone and had exactly the same problem as before: random power-off's while in standby. I have no idea what they did, but it made absolutely no difference. My phone was manufactured in July 2010 and I've had it since late July.

I decided to call AT&T and explained the situation. They researched the memo and sent me a brand new phone! It's manufacturing date, per the Samsung site, is 12/13/2010 and is marked 1012 Rev0.4. So far, NO power downs at any time, fully charged or not, with or without wi-fi. Perhaps they really fixed it this time. I'll update this thread if the problem resurfaces.

My recommendation is to call AT&T and advise that repaired phones will not correct the problem and the only fix is a phone manufactured after 11/6/10. Many folks in this thread have received refurbs and the problem still exists. If you get the right AT&T rep, you'll be okay.
[Captivate General] Billabong81:
This is super-depressing to read. I just sent my phone to Samsung Wednesday. I bought the phone on craigslist and AT&T told me they can't help me b/c I didn't buy from them. Any ideas?
[Captivate General] dbodom:
Shutdown issues

Lets see what Samsung sends you. Once you receive it, test it out, and if it's still failing, try again. If AT&T won't help you then your only option is Samsung. Well....you have another option - sell the phone yourself and wait for the next release of Android phones. Not a great option, but what can you do?
[Captivate General] ksizzle9:
All of the galaxy phones have this problem. My fascinate has this exact same same problem. And we don't even have froyo leaks!! I ****ing hate Samsung. And will soon be a iPhobe owner if they don't hurry up and release these lte phones on Verizon. I own a fascinate, notice this says sent from my Droid x, it may have a locked bootloader, but at least the damn thing functions properly, and I forgot that a phone can have a working gps until I re activated this thing. Hell I hated my sammy so bad I went back to my incredible. Its sad, it has awesome hardware.
[Captivate General] a2gtinut:
called ATT and was informed that all reman. phones have one of chips changed and power down issue resolved. I just picked up one of those from local ATT DSC. I will post findings soon.
[Captivate General] mikegy2002:
Call the customer service hotline. There is nothing wrong with bypassing the service center. My friend also went to the service center and got a phone that was in the problem range. He called the customer support line. Transferred to android specialist who said phones in the range he got were still experiencing problems with some because hardware and modems differed from phone to phone. They shipped him a brand new in the box with accessories and battery phone with a later build date.
[Captivate General] wtaggin:
On the phone with AT&T right now. My shutdown issues seem to get worse and worse as time goes on. She is calling a store in my area right now to let them know I will be going down there to replace the phone. I told her that I wanted a new one, not refurbished, and she seemed to understand and is trying to get that done.

Hopefully everything goes smoothly. I will let you know what happened and how, once I get this resolved.
[Captivate General] a2gtinut:
also asked for brand new but was informed that ri can get reman only. I started BBB case.
[Captivate General] leetpriest:
There is a thread on the vibrant community that talks of a class action suit against tmo and samsung. As a former captivate owner, I've already made reccomendations to the litigator stating he should broaden the suit to include at&t for their hand in this. It won't change the fact that we all wasted money on this now, but it may be enough to convince cell companies to think twice before using a samsung device as a feature phone.
[Captivate General] imerkk:
Thanks for the info, I'll give that a try.
[Captivate General] jcollake:
Being one of those MANY affected by this problem, then getting a newer device (finally) that works wonderfully (thank you AT&T/Samsung for that at least) ...

What bothers me is that they suggest selling through the existing inventory -- it should have been recalled, IMHO. I mean, maybe not good for their bottom line, but it is their responsibility to not sell phones they know may be defective. Does that not make sense? How confident am I going to be coming back to buy a Samsung product? I know I"ll wait a while next time, lol.

I know I wasted A LOT of my valuable time on this issue. Trying to determine the cause. Then researching it.. Then trying to get a replacement unit, etc.. Countless hours. Then they charged me shipping to get my new model. I don't mind that so much, but come on... that wasn't right. Well, I did have the option of waiting like 10 days (and was warned of possible further delays due to holidays). But I had a phone that I couldn't rely on.. so it was urgent to me.

ALSO, they warned me that if ANYTHING was wrong with my device (e.g. water damage indicators, scratch on screen, etc..) I would be charged like $459. Although my unit was in PERFECT shape, I didn't like agreeing to a charge before they evaluated it. AND it was defective anyway, known to be -- so WTF on charging me if it was damaged? Anyway, they did NOT end up charging me, so no complaint.. just made me nervous, despite the item's perfect condition.

--------

Also, tip for those dealing with the phone based warranty department: You may have to 'guide' them to the above memo (on their system, not here). I had to guide mine. First they did a useless battery replacement, as they assumed I was an idiot and just had a bad battery (I guess they get a few of those calls). When I called back to say that didn't work, the guy I spoke to was useless and told me I wasn't going to get a new device, but the Android department was closed anyway, so... I called the next day, and guided the lady to this memo, and she read it (for the first time), then promptly replaced my device as it recommended to her.

So, guide them as if they need to be taught. They apparently aren't educated on every issue, and every model.. they just look it up in a database when you mention keywords. Their heavy Indian accent makes it hard to understand, but they are polite, and will be polite so long as you are I'm sure (may vary depending on who you talk to and on what day). If your person is disagreeable, politely say there is an emergency and get off the phone. Say you'll call back. Do that, and get someone more agreeable. Who you talk to makes a huge difference. Same with most organizations.

Further, the IMEI numbers in the document do not cover all affected devices. Some devices manufactured before that date have higher IMEIs. At least, I believe. Mine was slightly higher, iirc... I am 95% sure on this.
[Captivate General] j3500:
Question about IMEI

hey guys im new to this forum. I bought my handset on december 18th time frame...So far i havent had the shutdown issue but im not sure of my IMEI...unlike the post my IMEI starts with 35186 and ends with 5189....do i fall into the range?

P.S. mine came with 2.1 update 1 already loaded

EDIT: I checked on the samsung website and mine was made on dec 12. I guess IMEI is not the best way to guess manufacture dates.
[Captivate General] a2gtinut:
wife's reman shut down after three days. as stated in other post. my phone was shutting down avery 30 minutes when outdoors (temp was below freezing).made another angry call to ATT and requested brand parts and not somenew old stock labeled -reman.

BTW. While at DSC , met some angry BB owner who had random issues as well.

I think those smaprt phones are pushed to the market too fast just like cars from BMW, Mercedes, etc.