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08-10-2012 12:12 PM - edited 08-10-2012 05:15 PM
I would like to know what Telstra is planning to do with all their customers with the Samsung Galaxy S3 phones that are experiencing spontaneous dropping of calls.
In my situation, I have come to a conclusion that a replacement handset is needed.
My situation :
1. My phone was bought outright from a Telstra Shop in June this year.
2. Experiencing spontaneous call drops.
3. Brought in my phone to the Telstra shop.
4. Was told that I had to send in my phone for Telstra's technicians to diagnose.
5. After getting back the phone, the report said No Fault Found. Imagine my disbelief. Even the Telstra shop employee witness the spontaneous call drops for himself and agreed that the phone was dropping calls spontaneously. I made calls to landline numbers so that it can't be blamed on the other party's mobile phone or network.
6. I have used the factory data reset option on the phone and still does not help.
7. Also had a new SIM card provided to me by the Telstra shop. I knew technically it will not matter but agreed since the Telstra shop employee wanted to try it. Call drop problem still happening.
8. Spoke to Samsung support and explained the situation. All they could suggest is that I try :
a) Doing a factory reset ( Already done)
b) Enter the following code in the phone keypad to format the phone to be the same as it was as if it was just purchased brand new out of the box. The code : *2767*3855#
Even after that still having the call drop problem.
c) Send in my phone for repair. Samsung support agreed to pick up my phone for them to diagnose. I currently put that on hold. Waiting for the Jelly bean update. If after the Jelly Bean update, I am still experiencing the call drop problem, I will call Samsung support again to initiate the pick up of the phone.
9. The Telstra shop employee told me he sympathises with me but as per the company policy, I will have to have sent in my phone for another 3 or 4 more times before Telstra will consider a replacement.
10. In my opinion, I believe to solve the call drop problem I am experiencing with my S3 is to get a new one.
Just wanting to know how many other Telstra Galaxy S3 customers are having this problem.
By the way, I have discovered a workaround to stop the call drop problem :
Workaround : Disable Mobile Data.
This is very annoying having to enable and disable mobile data.
Can some one from Telstra or the moderator provide a response. This is not an isolated problem.
Just do a Google search for Samsung Galaxy S3 call drop problem and you will see many reports of this issue.
It make me wonder when I hear the Telstra Shop employee mention that the reason why handsets come out later with Telstra is that Telstra does thorough testing of the handsets before releasing them. The evidence proves otherwise.
Thank you for those who bothered to read this.
on 09-10-2012 03:44 PM
09-10-2012 04:17 PM - edited 09-10-2012 04:17 PM
Thanks for the reply
I don't think it is an issue between Telstra's 3G and 4G networks.
More likely I think it is some interworking issue between the handset and the network.
on 09-10-2012 05:14 PM
You will see I have the exact same problem here: http://crowdsupport.telstra.com.au/t5/Android/Gala
Mine's just come back from service with "no fault found". That's crap... there is a problem... it dropped out 7 times during a phone call conversation with a member of the Mobile Faults team in Telstra. I was lucky to get 2 minutes before it dropped out, sometimes I'm lucky to get a 30 second phone call in.
It's gradually been getting worse. I have a loan HTC Wildfire which hasn't dropped out once in the same locations.
I refused to take the phone and said send it back again which the staff member did. This will be it's third time.
on 09-10-2012 11:07 PM
It is good to see other people having the Samsung Galaxy S3 phones with spontaneous call dropping problem.
The thing that is most annoying is that Samsung or Telstra are as far as I know not responding or acknowledging publicly that the S3 has 2 main faults :
1) Spontaneous call dropping
2) The called party complains that the voice quality is bad. Something could be wrong with the microphone design.
One thing I am thinking that could be a common factor is that Telstra's 3G network uses the 850Mhz frequency band.
If you Google for Galaxy S3 call drop problems, you will notice that it is being reported mainly for American and Canadian networks that also use the 850Mhz frequency band.
Hence I am thinking there could be some inter working issues the S3 has with the 850Mhz frequency band.
I have friends who are using their S3s on the Optus network and they say they do not experience calls being spontaneously dropped. Optus uses a different frequency band.
If what I think about the interworking issue of the S3 with Telstra's 3G network is correct, then even if I get a new S3, it won't solve the call dropping problem.
Still wondering if the moderator or someone from Telstra will respond.
on 10-10-2012 01:39 PM
How many S3 users on Telstra are having the problem? Surely if it was as bad as mine there would be complaints.
I also know people on Optus who aren't having a problem... only Telstra users seem to be.
on 11-10-2012 12:45 PM
Just wanting to know how many other Telstra Galaxy S3 customers are having this problem.
Have the same issue with my 3G SGSIII.
From what I have been able to find out it is not a recpetion issue but a hardware issue of some sort.
The way the warrenty works with Samsung you would need to send your phone off yet.
SO far Samsung have told me to do the same as you and Factory reset. Have not sent the phone off yet but that is the next option - Although next time it happens I will be giving your Disable Data ago to see if it helps.
My forum on whirlpool went nowhere - http://forums.whirlpool.net.au/forum-replies.cfm?t
But there is an article I found which lists it as a known issue (But Samsung refuse to say it is) - http://gadgets.ndtv.com/mobiles/news/samsung-galax
I'll let you know if I end up sending my phone off for repair.
on 11-10-2012 01:59 PM
Yes this is also the type of responses I get. ie Not aware, have not been reported, etc
I will definitely send in my phone if the Jelly Bean update does not resolved the spontaneous call drops.
I will continue to do it until the issue is resolved.
on 11-10-2012 02:23 PM
Thanks for the links.
I have actually seen the link about the S3 issues.
As far as I am aware, everyone I speak to on my phone complains that the voice quality they are hearing is not good and of course the enormously irritating and higher costs(with each call having a new connection fee) of having to make another call or two.
I was a Telstra shop two days ago when the 4G version of the S3 was made officially available by Telstra.
I asked the Telstra shop employee, if I purchase outright the S3 phone and while still in the shop, I make test calls and the phone drops the calls spontaneuosly, will they provide me with another new phone on the spot.
The Telstra shop employee said that they still will have to send in the phone for repair.
I told them that this is not right. The phone was defective from the start so any reasonable person would agree that another brand new working phone should be provided. Imagine if you bought a brand new watch or some other brand new electronic item and it has faults with it, one should be entitled to reject the faulty item and get working unit. If the retailer is unable to provide you with a brand new working unit, then the customer is entitled for a full refund.
The Telstra shop employee said, unfortunately Telstra's policy is just to send in the phone for repair. I feel this is wrong. I wonder if this is contravening our consumer rights.
I may ring up the ACCC and find out to see if that sort of policy is against the law.
on 11-10-2012 04:19 PM
Was also told that it's not Telstra's policy, but Samsung in relation to warranty and if the phone is sent in for repair or not. The Telstra staff member said he wished HTC and Samsung would do the same as Apple and just replace the phone with a new one... the cost of repair usually outweighs the cost of a new one anyway.
on 11-10-2012 04:44 PM
What you said regarding the warranty by Samsung seems to be the case.
I am fine with the 30 days policy provided, if a new phone is given, then the new phone should also have the same 30 day return policy.
The only problem I think that could happen is that after you get the phone back from Samsung or Telstra, and the response was no fault found, then even you request for a new unit, they will say now it has to be sent for repair only. Ie the option for getting a replacement is not available anymore since your initial return came back with a No Fault Found report. Not sure if this is how it works with the 30 day return policy.
I agree that replacing the faulty unit with a new unit quickly is in the long run cheaper than sending it for repairs 3 or 4 times and then providing a new unit.
on 11-10-2012 11:12 PM
If you argue that the product has a Major Defect under the Australian Consumer Law, you can direct either a Repair, Replacement or Refund (Consumer's Choice).
on 12-10-2012 10:29 AM
Thanks for the information.
I am not a lawyer so don't know much about the law.
I rather my phone just works and do not have to go through all these hassles.
Currently waiting for the Jelly Bean firmware to be officially released for the Telstra 3G S3.
I had further discussions with other Telstra Shop employees and Telstra Sales persons over the phone and was told after 3 times being sent in for repair within the warranty period, a new replacement unit will be given.
I bought my phone in June this year, so still have some time to send in the phone. I have already sent in my phone once.
on 12-10-2012 11:12 AM
Mine is now on it's third trip in, but the second came back as no fault found so we'll see what happens. I suspect this one it will come back again as no fault found.
Very frustrating when you can't even use the phone as a phone. If it comes back again I will try it and see if the dropout problems continue... and try the mobile data disable (I have Tasker from the Play Store so I should be able to automatically disable data during a call).
Even so, I don't believe I should HAVE to do this... it should just work.
Quite frustrating really.