Where is the S8 Update to fix our phones???

Cfig77
Member

When is the update for the S8 coming out to fix the update that just messed up everybody's S8's? It's been over a week! This is unacceptable!!! You need to give everybody effected 2 months of free service! I've been a Verizon customer for 20 years and this is not how you repay your customers after spending $800 on a phone!! I would like to inform people who don't know how it works, Samsung is responsible for hardware (phone) Google does the software updates that always mess up your phones, and Verizon sends the updates out. So for the rep on here that said Samsung is responsible for software and wants to hear about the problem, YOU ARE WRONG! If you're going to reply on here at least know your job and who does what. I called Samsung, they said to factory reset my phone and if that doesn't work send it in for repair. My phone is a month old after getting a new one cause the last update messed up my 1st S8 which was less than a year old. This is unacceptable! I also asked if he could call Google and let them know the updates are messing up the phones and his reply is that they can't call Google. I call BS! If Google is creating the software for your phone you are on the phone with them regularly!! We don't have extra phones lying around to use while we send our new phones in for repair with which that will do nothing because it's a software (Google) issue. I called Google and they said there was probably bugs in the update and so I asked to talk to a manager to try to get a fix expedited or just re send out the old software so our phones work. He refused to let me talk to one and said I need to talk to Samsung and he transferred me without finishing our conversation. He also told me to factory reset my phone. This is not ok, it takes 5-7 hours to redownload and enter passwords and get your phone set back up the way you had it. And then I called Verizon and they said everybody knows about the issue and Google is working on a fix. So it's been a week and still nothing! Verizon needs to give 2 months free service to the S8 owners affected. These billion dollar companies treat us as we are expendable, well if they don't make this right within a couple days, and by right I mean getting an update out to fix ALL the issues created by the update and to compensate us generously I will be leaving after 20 years. That's over $25,000 dollars I have paid them and definitely deserve more reliable service then this. I understand you aren't responsible for the software but you send it out and you can make it to where we the customer have the option to decline it instead of just clicking "not now" then having to do it again several hours later. I am very dissappointed in all 3 of your companies for the way you are handling this situation. You need to have a way to where if an update messes up our phones, then you get 48 hours to fix it or each day after is a free month of service.

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Re: Where is the S8 Update to fix our phones???

LEGOQUEEN1967
Member

That is a canned, scripted answer if I ever heard one.  Why don't you go to the beginning of this thread and actually READ all the comments posted here before saying something like this........that would be a start.

Re: Where is the S8 Update to fix our phones???

AzzaJay
Member

You are right, I'm having the same issues which makes my phone completely unstable and unusable! I have a lot of apps on my phone and I don't want to spend hours doing a factory reset. This update had completely messed up my phone resulting in system UI not responding. I'm going to contact Verizon and Samsung to see how I can progress with it. I'm so fed up with that I might jump ship!

Re: Where is the S8 Update to fix our phones???

Cfig77
Member

Sorry to hear Azza, it's terrible! And all three companies act like it's just part of doing business. We don't spend close ton$1000 on a phone for Goggle or anybody else to put out an update that is going to make it not function correctly. I called Samsung and their response is to send your phone into Samsung for repair.  And depending who you get at Verizon, you will get a variety of answers from troubleshooting for 3 hours to coming up to resetting your phone. I was fortunate and funially talked to someone that was aware there was an issue and that Google is aware and working on it. It FATHOMS me that anytime something like this happens, there isn't a warning email sent out to all S8 users saying don't download the update and if you have don't reset your phone. They are clueless and leave us in the dark. They say they can't talk to each other on the phone which is lies. It's about time in this country that big companies start showing some appreciation and customer service and actually try to help out their customers instead of giving the canned response. I point the fingers at the president's of Google, Verizon, and Samsung! You're quality control and customer service suck! Verizion is not as bad I will say good things about them but the other two are unaccountable and they don't really care if there's a fix in a timely manner. I would call and try to get a couple months of free service. The last time this happened I had to get a new phone, and even though it was under warranty they would only send me a certified like new phone which is not ok.i got it and right out of the box it needed the software update and messed that phone up to. It's such a joke. I'm about to go to Cricket and get a flip phone!

Re: Where is the S8 Update to fix our phones???

kathy65793
Sr. Member

I too have a samsung phone and one of the things I do before I do any update to my phone is make a full backup with smart switch. I hate to have to do a factory reset all the time when they send out an update and then you can't even use the phone because the update  ( for whatever reason ) messed the phone up completely. At least if I do have to do the factory reset smart switch has all my apps and settings backed up.

When you called Verizon or Samsung did they tell you to clear the cache partition on the phone?

This was the first thing they told me back when my S5 went from lollipop to marshmallow and was more or less a paper weight.

Turn phone off then press and hold Power-home-volume up

When the phone goes into recovery mode use the volume down

button to highlight clear cache partition then press the power button

then use the volume down button to say yes and press power again

Then just reboot the phone after it clears it out.This does not change

any settings or mess with any of the apps you have on your phone.

I hope this helps. Please keep us posted on how you make out with

Verizon,Google or Samsung

Re: Where is the S8 Update to fix our phones???

Cfig77
Member

Hey Kathy, thanks for the info. I have everything backed up, the issue is then I have to spend hours re setting stuff up the way I had it and download music and enter passwords. Not what I want to be spending my time on for something that is not caused by myself. And as far as clearing the cache, we troubleshooted for hours. The only fix is to get a new phone and don't update the software or download the software fix by Google. I'm just tired of spending countless hours on the phone and trying to fix a problem that shouldn't be a problem. It is irresponsible of Google to put out updates that aren't thouroughly tested and that have bugs and to not give us the option to decline the update. Thanks for you info!

Re: Where is the S8 Update to fix our phones???

LEGOQUEEN1967
Member

We have had the exact same issues - randomly crashing apps and the wifi needing to be turned off then on again - this has just been since the latest update.  The first two weeks before this "update", it was the greatest phone ever.  Now I wonder if we just flushed $800 down the drain.

To answer any obvious questions..............

We have cleared the app cache

Cleared the system cache

Cleared the cache partition from the boot menu

Done the full master reset from the boot menu, then reinstalled apps manually.

NONE of these issues have resolved the issue.

With as many people as have posted about this, I would have hoped Verizon/Samsung would be quicker on the ball about getting this issue fixed, but so far, nothing.  Did we make the wrong move getting an S8+?  Should we have gotten a different brand?  I'm hoping there is some sort of answer to this, and not something that was shuffled off to an outsourced center, which gets only a canned, scripted reply that doesn't address the issue in any intelligent manner.  Please tell me that Verizon is actively looking into this issue for a resolution.  I don't want to think I made a huge mistake staying with this line of phones.

Re: Where is the S8 Update to fix our phones???

Cfig77
Member

Hello Legoqueen, sounds like you are with the rest of us. There is no fix until Google comes out with another update. I wouldn't say you made a mistake by getting the S8, it's an awesome phone! The problem lies with Google and their c r a p p y updates that totally mess up our phones! They don't thouroughly test the update, and then we are pretty much forced to install it. You can click to do it later but it continues to pop up until you finislly do which is super annoying. This is the 3rd S8 of mine that the last two updates have messed up my phone. It is irresponsible of Google for putting out updates that crash our phones, Samsung for saying they can't even talk to Google and telling us to send in the phone for repair, and Verizon for continuing to make excuses and have no acceptable or timely solution! This happens way to frequently and why is Samsung allowing Google to put out updates that ruins their phones? I say if they continue to operate this way then we all need to file a class action lawsuits against all 3 for taking our money and pretty much making our phones inoperable. There is no excuse for this! Time to switch to At&t and apple. At least they test their updates. But pretty much both suck! There is no accountability and these company's see themselves as too big to fail and as a result treat us with no respect! The downfall of America is going to be with disappearance of customer service and accountability. We can throw Comcast in with this group as well. Nothing but corporate criminals in my opinion. And where is Verizon in all of this? Nowhere to be found with an acceptable solution.. Sitting on the sidelines taking our money... Time to just stop paying our bill until the problem is fixed.

Re: Where is the S8 Update to fix our phones???

kathy65793
Sr. Member

I know exactly how you feel about this update. I had a S5 that was running great til they made the update to marshmallow from lollipop then it just crashed. Unfortunately the other carriers are having the same problem with the S8 and the Oreo update. You can go on their community forums and see the same complaints on there as are here.I have a S7 edge and hope that they get the bugs worked out before we have to update our phones and have the same problems that you are having. I am sure that Google will find the answers to well maybe half of these problems soon. I just hate when you call Verizon or Samsung and tell them the problems you are having and they act like you are the only one having them and this is the first they are hearing about it. I do know that sometimes it takes awhile for the phone to settle down after these updates and they do get better but a lot of the times it is that the update just doesn't work well with certain apps and we have to watch for updates to them apps. I hope everything works out with your phone and everyone else's phone. It is not like we get these phones for free anymore with a 2 year contract. The cost for a new phone is just ridiculous and everyone involved from the manufacturer to the ones that write the software must be held accountable. As far as the carriers they need to put more pressure on them to get these updates right.       

Re: Where is the S8 Update to fix our phones???

Community Manager
Community Manager

AzzaJay, 

We don't want to see you go. At the same time, we can relate to how important it is to have a working device you can rely. on. Help is here. Let's take a closer look. Describe what is happening. 

KatiM_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: Where is the S8 Update to fix our phones???

jrh4054
Sr. Member

You're kidding right?  You really don't know what's going on here?  Haven't you read this thread and all the other issues Oreo has caused for S8 users?