LG G4 Boot Loop

[soutermon]

I'm getting the dreaded boot loop issue on my LG G4 with S/N beginning 509.  As I understand it, this is a motherboard issue, and will require some fixing, but when I spoke online to Vodafone Customer Services using the online chat function, I was informed I should just take it to my local Vodafone shop where they will fix it there and then for me.  Can anyone confirm if this is the case?  I'm very doubtful having read a few forum threads about the issue.

I'm currently offshore for work, and won't be back for 18 days, and once back I will be travelling to Norway for a week where I'd ideally like to use my phone.  If it needs to be sent away, I'm guessing there will be no chance of this happening.

I've also read about a possible temporary fix involving downloading the LG Bridge tool and .tot files. Is this recommended?

Cheers

[LondonAM]

. 

[63johnw]

Hi, it will probably get wiped wherever it's sent as that is normally part of the repair process, and if they replace motherboard etc it will be wiped. Make sure you have anything backed up before you send it off.

[cjacobi]

Thanks for info everyone. I'm another soon-to-be-former Vodafone customer. I have the same boot loop issue. Took phone in-store. Guy in-store said "yes that's a well known issue". He inspected, gave me a form saying the phone in good condition. 3 days later the repair centre calls, saying "the casing's broken" (it wasn't when I gave it to them - I'm stupidly careful with my phones) and won't fix it unless I pay £144. After being passed to 3 different departments on different phone numbers, I left message with store asking to call me - a week later, no response. Sadly, I've had 3 issues for CS to deal with since I've been with Vodafone, and on all 3 occasions their service has been awful. They also lied about the network coverage in my home town when I joined. I'll be taking the phone back from the store, going to LG, and exiting my contract at the first opportunity.

[hrym]

If the case is damaged, it's possible that LG won't look at it either, though it's worth explaining the circumstances.   Manufacturers have been known to ignore damage if it's clearly not related to the fault in question.

If the damage did happen while the phone was away, you would seem have a case against Vodafone for a replacement and the form the shop gave you may be proof enough.   Hang on for the forum team to pick your post up as they may be able to intervene and get this sorted.

[Becca_P]

@cjacobi

I've sent your a private message with details on how to contact us. Once you've followed the instructions provided, a member of the team will be in touch. 

[cjacobi]

...or maybe not.  I followed the instructions to contact the Tech Team per Becca's private message.  Over a week later, no response from the Tech Team.  [Or any message from the store where apparently my handset now resides.]  When I tried to respond direclty to Becca's private message, I got an autoreply saying that Vodafone isn't able to reply to private messages, and recommending I call the generic phone helpline.

Not sure what's more annoying - the complete failure/refusal to help, or the momentary period of hope that I had following Becca's message 2 weeks ago.

[hrym]

When you submitted the form, did you get an auto acknowledgement that included a reference number?   If so, post that here and the team will be able to confirm that your message is in the queue.  If not, re-send the form, taking particular care about what (and what not) to put in the subject line.

[cjacobi]

No, I didn't get an acknowledgment email.  I did get an acknowledgment on screen but it did not include any reference number.  

I will try again, but the first time I followed Becca's instructions to the letter on what to put in the subject line.  i.e. I only put the code EFT195 into the subject line - no other characters or spaces.  So if it doesn't work this time, I'm running out of ideas of what to do.

[cjacobi]

Thanks all for suggestions to go direct to LG. I did that - to great success. One 5 minute phone call (need to know IMEI & date of purchase), no attempt by LG to fudge the issue. They sent a courier to pick it up next day from my office. They fixed it in 2-3 days then returned to me via courier. No cost. Phone works like new. It's been factory reset of course which sux, but I'd already tried that anyway, so no great loss (and couldn't switch it on anyway, so in no worse position!). And status of deliveries etc updated via SMS throughout the whole process. About as perfect a customer service experience as you could imagine. Everything that Vodafone could/should have done.  If you have similar issue in UK, the phone number for LG is 0344 847 5454 (definitely use phone rather than online - I've had far inferior service from the LG online support team previously).  But kudos to the Vodafone guys on this forum for both putting me in touch with LG, and for agreeing to cover any costs should LG try and charge me for the repair - which gave me the freedom/confidence to go to LG in the first place.  Happy customer again!

[Becca_P]

@cjacobi

We're glad to hear that your phone is now working.

Thanks for letting us know that LG were a great help in fixing the issue.

The information you've provided will be useful for other people with the same issue to use if needed.