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No sound during calls with galaxy S4


One week after warranty ended, my Samsung Galaxy S4 made calls imposible ! I can't hear people I call and they can't hear me. Microphone is workin fine and the speaker too. I have to call using Skype. (I pay for Skype + my Koodo Plan + data) The koodo tech told me it was not worth it to send it to repair because that looks like a hardware issue... They told me to call customer service and that's what I did, The only the Koodo can do for me is to decrease my Koodo balance by 50$. Wow that is really nice ! A 700$ cell phone that last one year ... My phone has always been in its 70$ Otterbox case, never dropped and looks like a brand new.. I've been a Koodo costumer for 4 years, I pay 70$ a month (that I'm still paying with a phone that does'nt work anymore!!) and that is what I get. Wow ! Thank you so much Koodo !!

24 replies

Userlevel 7
Badge +4
How do you know that the microphone is working exactly? Have you tried taking it out of the case and also looking to see if the mic is being blocked by anything? Have you tried doing a factory reset and trying it before reinstalling any apps?
Userlevel 1
Paul "Kid Android" Deschamps wrote:

How do you know that the microphone is working exactly? Have you tried taking it out of the cas...

Hay pul I got question I found telus towers Are not the best way is this now do you know if north side some times ded zone are thay make higher tower's thanks lot pul? p.s. my voicemail running back words old in new our how can I fix this issue Please injoy your day Take care
I know the microphone is fine because I can call using skype and ity works 100% fine. Yes I tried a factory reset without installing any app. Yes I tried booting in safe mode pushing down volume button. I can record video and we can hear very well every thing . Yes, my firmware is up to date. I went to 2 different Koodo shop and both told me it is a hardware problem, probably the mainboard ... Doesn't work with buetooth headset neither. Just want to let you know that I am an electronic technician working as a troubleshooter in a factory so I did all a bunch of tests ...
Userlevel 1
Mathieu Bernier wrote:

I know the microphone is fine because I can call using skype and ity works 100% fine. Yes I trie...

Here the thing Otterbox may protect your phone but overall is not the best may over heat it because no ventilation yes pul is right software rest if that doesn't work tray hardware rest if is buggie or virus this may help if you got virus Route key this may help don't wait to long if virus if got in your phone only get rid of it manual remove it clear all running back round application hackers go on data Plsese be sure you running things before charge please injoy your Day and please take care
Userlevel 5
Did you take any extended warranty plans? Surely being a technician you'd know that a manufacturer only guarantees their product for 1 year. Meaning the product has a significantly higher fail rate after said year.

It's not exactly Koodo's fault that your phone stopped working. The rep would have offered you their 2 year protection on the phone in case something like this were to happen.

Taking $50 off you're device balance is very nice of them. Not too many people even get offered that.

You're only options are pretty much buying a second hand phone and keep going with the plan or pay your device balance and get a new phone.

I'd probably get the device protection next time too.
Userlevel 7
Badge +4
Justin Robichaud wrote:

Did you take any extended warranty plans? Surely being a technician you'd know that a manufacture...

The extended phone protection plans are only a couple months old with koodo so really he wouldn't have been offered it because it didn't exist when he purchased his device.
Userlevel 5
Justin Robichaud wrote:

Did you take any extended warranty plans? Surely being a technician you'd know that a manufacture...

Really?! That's interesting. Been offering extended coverage for years here at Future Shop.
Justin Robichaud wrote:

Did you take any extended warranty plans? Surely being a technician you'd know that a manufacture...

Well, I never heard about that at the Koodo shop where I bought many phones from.
Userlevel 5
Justin Robichaud wrote:

Did you take any extended warranty plans? Surely being a technician you'd know that a manufacture...

Yeah apparently it is only a couple months old.

Future Shop offers their own extended warranty separate from Koodo. Been around for many years. Always assumed Koodo was offering it as well. That is my bad.
I am not saying it is Koodo's fault. What I find really frustrating is that my worth for Koodo is 50$ !! I often pay twice this amount of money in a single month !!! I've been a customer for more than 4 years and what they can do for me is 50$ off ?!?! Ridiculous ! If I sold phones and plans, I would do better to keep my good customers. I am not going to buy a second hand cell phone, I'm just going to pay my balance if they can't do better, and switch to another cell phone provider.
Userlevel 2
Hi Mathieu! Thank you for being a loyal customer. Since this is a public forum and we do not have access to your account, please send us an email to http://koo.do/11eMLdy. We’ll be happy to have a closer look into it. Thank you. ******************************************** If you see a good answer, give it a star.
Pierre wrote:

Hi Mathieu! Thank you for being a loyal customer. Since this is a public forum and we do not h...

I already gave a call to Koodo and they said there is nothing to do... Should I re-explain my problem once again and go through all the troubleshooting process from removing my battery, to the factory reset, to finally get the answer that my phone is broken, once again ??? If anyone from your company have a better idea than ''We dont care, buy a new phone'', I'd be glad to hear about it.
Userlevel 7
Badge +4
Pierre wrote:

Hi Mathieu! Thank you for being a loyal customer. Since this is a public forum and we do not h...

So we all agree your phone is broken... as an experienced technician, what would be your reply to one of your customers in a similar situation? There have been other posts on this board indicating that there is a network problem with some of these Samsung phones, and that it's being worked on. But yours sounds like it's really hard-broken, not intermittent.
Pierre wrote:

Hi Mathieu! Thank you for being a loyal customer. Since this is a public forum and we do not h...

I don't sell phones, I don't know how much Koodo pay for them but look, if a customer comes back with a cell phones that looks brand new, with no signs of damage, no signs of water, I look his account and he pays 70$ a month, sure my offer would be better than 50$ off. The only reason why i didn't switch for another company yet is that the closest cell phones dealer is 300 km from here(living and working in Northern Quebec). So for Koodo, a costumer who pays around 900$ a year is worth 50$ off on a new cell phone ? (They will probably get back this 50$ in this phone sale profit even with a 50$ off). (You probably noticed I'm not en english speaker but I hope you get my point)
Badge +4
Userlevel 5
Userlevel 5
Badge +4
Finally, I called directly Samsung Canada, and I argued a little bit ahah and they gave me their UPS account, they will repair and ship my phone back to me NO CHARGE !!!! THANK YOU SAMSUNG !!!
Userlevel 5
Mathieu Bernier wrote:

Finally, I called directly Samsung Canada, and I argued a little bit ahah and they gave me their ...

Great news!
And also a special thanks for all those who tried to help me out with this issue.
Did they tell you what the problem was? My phone is doing the same exact thing and its very frustrating. Any help Will do! Thanks! 🙂
Userlevel 7
Badge +4
They usually don't tell what the problem is. And your best bet would be to do as he did and call Samsung.

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