I have my S7 for 3months now but unfortunately it has some software problems kinda. What should I do and Who should I contact?

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Rodemar Rodriguez

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Posted 2 years ago

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rikkster, Mobile Master

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Hi Rodemar,

That would depend on the severity of the software problem. A little more information as to what's happening with the software would help to determine the best course of action. If it's something that's beyond what the end user can fix, the S7 may have to be sent in for repair. In most cases, software issues or glitches are resolved by performing a factory reset. Remember to backup your music and photos as this procedure will wipe the phones' internal storage area. Keep us posted.
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Rodemar Rodriguez

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I already try to do the factory reset. Unfortunately, no cigar. What should I do now? Since, I cant use my phone can I stop my monthly plan for now and resume it once its been repaired. Lastly, where can I go for repairs?
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Krysta Murray

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So first of all, the most common mis conception with the devices is what needs to be done to take care of your phone. 

You need to make sure you restart your phone on a daily basis, this is if you are using the applications like Facebook, Snapchat, and Instagram. (We all use them). If you literally only Talk and Text. You can do this every 7 days.

The reason why this needs to be done, like your home you need to clean and organize to find things quick and efficiently. Just turning your phone on and off is like leaving the mess, going for a trip and coming back home to a mess. 

You do not want to factory reset a device unless absolutely necessary. Reason why is because you need to re load programs on your phone. When you do it on a computer, you can only load one program at a time. You restart your computer and move on to the next program. Phones don't operate any differently, so they need to be treated as such.

My suggestion is to bring your local Koodo store, they have a program where they can diagnose the problem. It even breaks it down to user issues so you can learn how to properly take care of your device.

You also need to make sure that you are using the proper charging solutions. Cheap 5 dollar chargers on 900 dollar devices is NOT RECOMMENDED. If you are using an other charger, make sure its either a box charger or a Pure Gear or Belkin. If you use an old samsung charger or just a random charger, it can fry your battery because that charger doesn't have the proper chip settings so it stops charging your phone at 100% 

I hope these solutions help fix the issue. If the diagnostic doesn't fix the issue on the phone Koodo would then send it away. 

  
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Ivan, Mobile Master

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There's no need to restart the phone on a daily basis. I do a very rare restart on my Android devices and it's almost never necessary with my iOS, Windows, or BlackBerry devices.

In Android, I find it enough to swipe out recent apps to free memory if the phone's slowing down. Many Android phones feature a "kill all" feature in recent apps that will free your memory.
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Paul Deschamps, Mobile Master

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Also Krysta what are you taking about restarting your computer after every program you run, computers are meant to multitask running multiple programs at a time and so are mobile devices especially since there's split window to run 2 apps simultaneously.
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Krysta Murray

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To answer the other question of the suspension, no they will not stop service unless they do not have a phone to lend to you when the phone is sent away. 
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Ivan, Mobile Master

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Where did you hear that Koodo will stop service if a loaner isn't provided? To my knowledge, the service keeps going, whether or not you're using it, unless you explicitly suspend/cancel.
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Krysta Murray

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I have worked for telecom for 5.5 years and I work for Koodo/Telus.
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Paul Deschamps, Mobile Master

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Really Krysta because all us Mobile Masters talk with koodo head office ppl on a daily basis and not once have we ever been told that. I guess we'll have to ask them about it.
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Krysta Murray

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What is meant by the statement. A period of time with no device is never going to be the case. I was simply just answering the question for the customer so there was no miscommunication if he heard that was done before. :)

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rikkster, Mobile Master

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In many cases, a factory reset will resolve a software problem saving the customer time and money. Not the case here apparently. Phones do not need to be restarted daily unless you notice signs of sluggish performance. Android does a decent job of optimizing apps and resources. Remembering to close out recently used apps helps to free valuable resources and improves overall performance. Restarting your device twice a month is more than adequate.

When it comes to chargers, try to get an OEM replacement. If it's an aftermarket charger, matching the amperage is key. Using rapid chargers where the phones' battery is not designed for rapid charging, or selecting a higher amperage charger in the hope the battery will charge faster, can shorten the lifespan of the battery.

To answer the other question, you're responsible for paying for services whether a loaner is offered or not. Call ahead or visit a Koodo shop to make certain that a loaner is available if you need a replacement. Since the factory reset didn't yield any results, you'll have to bring the phone in to a Koodo shop and have them take a look at it.

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