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WHEN? I'm sure your aware of the battery drain, heat, lags, crashes, and whatnot since the upgrade from Kit Kat.... I've had a phone and battery replaced, a battery replaced, IT"S NOT THE PHONE OR BATTERY. Yet nothing is being done about it. I'll be signing with another carrier when my contact is up, this phone is now a [removed] and I'm extremely dissatisfied.
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Try running the Software Repair Assistant. It will load a fresh copy of the Software Update, verses a normal factory reset that reloads the existing copy of the software.
http://www.verizonwireless.com/support/knowledge-base-80201/
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That's already been done, on 2 phones, that were perfectly fine before the OS update. The Samsung reps at Best Buy did them. You know, since I made Geek Squad send me a replacement phone since the original phone was clearly defective. It changed NOTHING. In fact, 2 different Samsung reps said it was an issue with VERIZON'S version of the update causing the problems. So back to the original question, WHEN?????
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ED 7819
Google "downgrade s5 lollipop to KitKat"