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Is anyone having problems with their phone since this newest Galaxy update

CARLISLE50
Member

I have used Samsung Galaxy phones since they first came out. I always lived them. I have the 7s currently and used to love it until the newest update a few weeks ago. Now my phone performs horribly...freezes up, drops calls, gives me messages about apps not working that I dont even have, deleted all of my email folders and no longer has the option to add folders...the list goes on and on. I spoke with Samsung call center last night and was told they were being inundated with similar calls, however, there is no fix. So I am paying a LOT of money for a phone that no longer works properly. Samsung did this, it is their mistake, and I think they need to do something to compensate people or give them some type of option to make it right. They said the calls are coming in on the Galaxy 8 as well. This is absurd and Samsung needs to figure something out. When I finally get my issue solved and get another phone, it WILL NOT be a Samsung!!

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Re: Is anyone having problems with their phone since this newest Galaxy update

Community Manager
Community Manager

CARLISIE50 -

I was able to review your previous messages and it sounds like you're having issues with the software after an update. I apologize for my oversight. I definitely understand where you are coming from. I pay a lot for my phones and expect them to work as well.

We have limited access to troubleshooting software related issues as the phone is manufactured by Samsung. Patches for the software do have to be released by Samsung as we do not have the ability to do so.

It sounds like Samsung is aware already, but I understand the frustration involved with it still being an issue. I can certainly send additional feedback, as we never want this experience for our customers.

From time to time, a software update can cause a malfunction in the phone programming causing it to act up. In instances like this, we recommend backing up and doing a full factory data reset. This will repair any malfunctions. Alternatively, you can try running the software repair client: http://vz.to/2pQ1cZo

EricaC_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Is anyone having problems with their phone since this newest Galaxy update

kaabte82
Member

I also am having trouble with my Samsung Galaxy 7 since the latest update.  I don't like how the typing within emails and texting performs.  It is worse than the silly jokes of autocorrect.  I want to switch back to the prior software version before this update.  Does anyone know how to do that?  I don't like how they changed up the menus for the contacts.  I can no longer order my own Favorites.  I can't even put them at the top of the screen like they were before.  And there is no longer an option to one touch call.  You have to click the person, then click the call button.  There should be options for upgrades.  We should have a choice to accept the upgrade, not be forced to upgrade and then learn to operate the phone in a format that works for a programmer.  I spend time searching for the phone I like.  Upgrades to fix glitches in software are fine but NOT to change up the phones displays and functions.  Samsung and Verizon, you need to fix this or you will lose customers.  I will be at the beginning of the line.  We pay a lot of money for this service. It should work properly.  Thank you.

Re: Is anyone having problems with their phone since this newest Galaxy update

Community Manager
Community Manager

kaabte82

We understand that changes as to how you have grown accustomed to using your phone can be a bit offsetting. We definitely do not want to lose your loyalty over this. The updates are created to optimize the usage of the programs on the phone. At the moment there isn't a way to revert to a previous version of the phones operating system. If the updates have caused something not to work as intended, please reach out to us for troubleshooting: http://vz.to/2lGx5DN

Edward_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Is anyone having problems with their phone since this newest Galaxy update

Community Manager
Community Manager

CARLISLE50-

We certainly don't want you to have all these issues after a major software update. May I ask if Samsung had you do any troubleshooting?

CarmenT_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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Re: Is anyone having problems with their phone since this newest Galaxy update

kaabte82
Member

Hi Edward,

Thank you for your reply; however, it doesn't address the main problem I am

having with the new upgrade.  My main concern is how the phone functions.

1-the typing.  In the past, if I typed a word wrong or put a space where it

shouldn't be, the phone new what I meant and corrected it.  Example  typin

g  it used to fix it to typing.  Now it fixes it to typing g    or pic.ture

It knew it was to be picture.  Now its pick .ture  Clearly something in

the programming has changed.

2-How do I put my favorites back to the top of the list in my Phone menu

when under the Phone tab? (This is different from the Contact tab)  I liked

it when I could place the order of my favorites and had the one touch

calling feature.  Now I have at the top of the list a section forcing me to

Share Profile.  I can't turn it off or make it go away.  The next section

under the Share Profile are frequent calls, which is not my frequent

calls.  They are really just random calls.  I can't figure out the rhyme or

reason as to why they are listed that way.  My Favorites are way down the

list and My favorites are forced into alpha order w the one touch call

feature gone.  I used to be able to put them in order as I use them.

The one touch call feature was helpful when driving vs now having to go

through multiple steps to make a call.

Under the Contact tab is where I used to go to get specific details about a

contact.

Change is inevitable in life; however, this upgrade effects functionality

of the phone.

It was a great phone.  Now, not so much.  I have friends with the Samsung

and they have the same complaint with regards to the typing feature and how

it autocorrects things.

Thank you.

Kathleen

[Removed]

personal information removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

 

 

Re: Is anyone having problems with their phone since this newest Galaxy update

CARLISLE50
Member

I spoke with Samsung at length last Friday after leaving the Verizon store. The employee at Verizon was very nice and did all the troubleshooting he could do, but he also said they were unaware of any problems since this last update and to check with Samsung.

So when I got home I googled to see if anything came up in reference to the newest update. On just ONE site there were  282 PAGES of complaints. When I spoke with the Samsung call center, the employee I spoke with said they have been inundated with calls in reference to these problems. She said probably 70 to 80 people out of every 100 Galaxy owners were experiencing the same issues.

It has nothing to do with the user or even getting used to some small changes. They have rendered many of the features unusable, which I find to be unacceptable. She said they were trying to push this issue up the Management chain. There currently is no fix and they can't take it off. You can try a Master Reset, but Samsung didn't sound very encouraging about that actually helping anything. 

I know it's not Verizon's fault that Samsung did this, but I would think that your employees need to be aware of the situation. I saw another comment this morning from a Verizon customer who was having the exact same problems. She even listed more than I did...it is hard to keep track when there are so many. 

I don't know what the solution is, but I have used ya'll for at least 18 years and a very large part of my paycheck goes to ya'll each month, $299.

What are people supposed to do???

Ashley

Sent from my Verizon, Samsung Galaxy smartphone

Re: Is anyone having problems with their phone since this newest Galaxy update

CARLISLE50
Member

The problems have nothing to do with the users and everything to do with the software update which has ruined a previously good phone.

Sent from my Verizon, Samsung Galaxy smartphone

Re: Is anyone having problems with their phone since this newest Galaxy update

jrh4054
Sr. Member

All your problems and those of others here only confirm my decision to delay the Nougat download.

Re: Is anyone having problems with their phone since this newest Galaxy update

CARLISLE50
Member

Smart decision. I didnt realize we had an option. But after talking to Samsung directly, it is the Nougat download that is the source of the problem.

Re: Is anyone having problems with their phone since this newest Galaxy update

kaabte82
Member

I would like to suggest strongly that Verizon support their customers and strongly encourage Samsung to correct the problems of the Nougat upgrade.  If Samsung cannot fix the problem, Verizon should request that they write a program to allow users to revert to the prior upgrade while they fix the Nougat software.