Frustrating? Yes. Maddening too!
The phone shuts down intermittently for no reason and with no warning. When it’s revived the battery’s been heavily depleted.
It shut down again this afternoon. Can you see the smoke coming out of my ears?
I sent an email to the big guy, AT&T CEO Randall Stephenson (full text at the end of this entry). I didn’t expect Randy would get involved, but I knew someone would.
It wasn’t an hour before I got a call from AT&T’s John Flynn. Judging by area code, Seattle based John Flynn.
He seemed nice, concerned and totally uninformed about this Samsung problem. There are dozens of phone models on the AT&T network. His lack of knowledge is defensible. After a few minutes I asked him to do a little research and get back to me.
This is not a small problem. The Galaxy S2 is a very popular phone. I am not alone in suffering.
Because many of the afflicted probably think the problem is something they caused, it’s probably underreported to AT&T.
If everything was working correctly my likely path forward would be the newly announced Galaxy S4 from AT&T sometime this summer. Not now. I’ve got a bad taste from this affair. Right now AT&T owes me for my loyalty.
I’m a good customer, wronged. They’re expected to right it.
I’ll let you know what I hear.
My email follows–
Dear Mr. Stephenson,
My name is Geoff Fox. I am a long time loyal AT&T wireless customer (203-xxx-xxxx) with three phones currently on my plan. My own personal phone is a Samsung Galaxy S2.
Late last year AT&T rolled out an over-the-air update for the Galaxy S2 which broke my phone. The ailment has been dubbed the “Sleep of Death” since the phones lock-up while sleeping. Once the problem is discovered and the phone is rebooted the battery has been severely drained.
Of course there’s no way to know the problem’s there until you go to use the phone. Anyone who calls me while my phone is ‘sleeping’ gets no answer. And, depending how long it takes to discover the battery might be fully drained! It happened today and my battery went from over 60% charge to 23%–not enough to finish out the day.
AT&T acknowledges the problem. AT&T’s JamieH wrote on the online customer forum:
We worked with Samsung to research this issue and a fix will be available in the coming weeks. I don’t have any specific dates just yet but as soon as I do, I’ll post them here.
I want to note that this is a direct result of you discussing this issue in the forums and telling us what you are seeing. Great job.
That was in January. It is now March.
Recently an AT&T response on Twitter said:
@attcustomercare: @geofffox Waiting for Samsung to release update for us to release to our cust. No exact ETA. Check link periodically: bit.ly/t68a5
This is unacceptable. I have handicapped, elderly parents who depend on me to be available for them. This is a 24/7 world. This is no longer a 24/7 phone.
I need AT&T to step up to the plate and solve this problem for me now. This problem was caused by your faulty update. It is ludicrous to think AT&T doesn’t have enough pull with Samsung to get this months long problem fixed immediately. In any event, AT&T should provide me with a comparable working phone until you find a solution.