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Samsung statement on the S3 Android 4.3 shocker: too little, too late

Kris Carlon
22

After making Galaxy S3 owners wait over a year for a firmware upgrade, somehow Samsung managed to completely botch up the Android 4.3 update. We've already reported on the problems with what we've been calling the Android 4.3 Lemon update for the Galaxy S3 and it looks like the S4 is not safe either, with many owners reporting the same problems. After weeks of complaints, Samsung has finally released an official statement on the fiasco.

android 4 3 s3 problems
Android 4.3 Jelly Bean on the S3 is no smiling matter. / © AndroidPIT

While I'd normally be happy to report on a manufacturer accepting responsibility and providing customers with information relevant to their plight, this is typically Samsung: too little, too late. The statement says absolutely nothing, promises nothing and doesn't even apologize to the thousands of S3 owners stuck with unusable handsets. Here's what Samsung UK had to say about the biggest update balls-up in recent memory:

As we are currently investigating the reported issues with Galaxy S3 4.3 Jelly Bean update, the upgrading service has been temporarily suspended. We are committed to providing customers with the best possible mobile experience, and will ensure to resume the upgrading service at the earliest possibility.” – Samsung Mobile UK

At least in emailed responses from Samsung Customer Service there is evidence of regret:

I apologise that you have been experiencing issues with your Samsung Galaxy S III after the most recent update to JB 4.3, I understand this must be frustrating as updating should be an easy process. 

The email then continues with the wording from the official statement and ends with a rather unlikely encouragement that the Customer Service team love feedback. Not on this effort you don't Samsung. If you loved feedback perhaps it wouldn't have taken two weeks to actually have something to say, let alone to actually do something about this mess. From screen freezes and black-outs, to Wi-Fi and music playback issues, to terrible battery drain, Bluetooth audio problems, poor RAM management and slow wake-up, the list goes on and on.

Samsung logo tablethype
Samsung finally comes forward and says absolutely nothing useful. / © tablethype.de

If you want to see just how upset many S3 owners are, head on over to Samsung UK's Facebook page – I've been watching it daily for over a week now and it's pretty much my new day time soap opera. I'm just waiting for the villain to get their come-uppance. I seriously hope the Samsung owners saying they will abandon the company after this ridiculous lack of support and acknowledgment actually follow through and make Samsung hurt enough to actually amend their wicked ways. Otherwise there's no reason for them to do anything differently.

Have you suffered from this 4.3 update? Share your experiences and thoughts on Samsung's response in the comments.

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Comments

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  • Wayne M 8 months ago Link

    Samsung really should fix this they are going to lose a lot of customers.

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  • geekspertise 8 months ago Link

    The only reason Samsung even made a statement about it is because flagship devices are affected. When they released an update into the wild that bricked (or severely destabilized) a bunch of Captivate Glides on AT&T, they said nothing and yanked it about a week after they released it.

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  • Ben Morgan 8 months ago Link

    Ever since I have had this update, my phone has been so in responsive and not wanting to work, the statement is the same one I received when I emailed them and like the statement says they won't promise customers anything

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  • Gary Adams 8 months ago Link

    I think you should be looking at Google more than Samsung, there are real problems in 4.3 have had all sorts of issues with my Nexus 7 since the 4.3 update hardly ever use it anyone, either use my acer tablet which is still on icecream sandwich, with no problems, or my Sony Xperia z1 which is on 4.2.2 also with no problems.

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    • Hydromis Chrysogaster 8 months ago Link

      My Nexus 7 has been perfectly good on 4.3 I'm just waiting for the KitKat update.
      I have a Galaxy S3 and I'm glad I waited before installing the 4.3 update. I think it is worth waiting a week or so to see if there are any adverse comments

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  • Bru No 8 months ago Link

    Solution is ... custom ROM and custom kernel! I have NeatROM 5.4 (XXUGMJ9 - Android 4.3) and Yank555 kernel on my GT-I9300 and it's amazing! Stable, incredible battery life, mega fluid!
    Why don't give it a try?

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    Kris Carlon 8 months ago Link

    I think there's a lot of lessons to learn from this whole situation: properly test your updates, respect your customers, provide rapid responses and timelines and act on them immediately, switch to custom ROMs instead - nice call @Bru No!

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    • gbswales 8 months ago Link

      I don't know about this particular ROM but your reply seems to diss the whole idea of custom ROMs. I already us a custom Rom on my TAB2 though on my S3 have only so far rooted it. I agree that using a custom ROM should not need to be a response to a faulty upgrade delivery, but many custom ROMs do give improved performance. It is I agree also not a process for the faint hearted but for anyone who has already rooted and who knows how to back up and restore properly, it is a viable one

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      • User picture
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        Kris Carlon 8 months ago Link

        Hey @gbswales, quite the contrary, I love custom ROMs, I just thought it was funny that Samsung doing such a bad job of updating their devices might actually cause more people to start flashing custom firmware on their devices because they can't trust the OEMs. Kind of like a car manufacturer making such a bad car that everyone decides to walk.

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  • Geoff Stewart 8 months ago Link

    Any fault here from the users who demand continual upgrades? , or maybe the computer media industry who have to have something new to write about every day.

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  • Iwan Firdaus 8 months ago Link

    My rooted yakju Galaxy Nexus with stock ROM has no problem so far on 4.3

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  • Dene McPherson 8 months ago Link

    Downloaded ota 4.3 onto my s3. Device frozen tried everything but no use. Had to replace the phone.

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  • Ronald Butts 8 months ago Link

    I just got the US release 4.3 ota update today for my T-Mobile Galaxy S3. I have only been using it for a few hours but everything appears to be good so far...

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  • Walter Hobel 8 months ago Link

    my phone dont whant to download anymore after the updated an its really slow it freeze up that I need to put it off an restart 10 times in a day what can I do about this im so unhappy on this moment maybe we should boycott Samsung

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    Kris Carlon 8 months ago Link

    Unfortunately there's not much you can do @Walter. Either you wait until Samsung does something about the problems and either does a OTA/Kies rollback to the previous version or they fix 4.3. Or you can manually flash a different ROM that will get rid of all these problems. Strangely, the S4's in the office (and some S3's) are not having problems with the 4.3 update. Perhaps there's some probems, but nothing I've heard anyone complaining about, so it seems to be a bit hit and miss, especially where the S4 is concerned.

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  • ovidiullll 8 months ago Link

    I had the upgrade to 4.3 on my Galaxy s3 and I can not use the phone anymore, because I posted on Samsung Mobile UK facebook page complaining about that, I was blocked now from Samsung Mobile UK to post or comment on their page. This is how samsung is treating their customers.So if you can not see angry people posting on samsung mobile uk's page anymore is probably because the same as me they are blocked by samsung to post.

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      Kris Carlon 8 months ago Link

      @ovidiullll, you should add your experience to the forum thread I started about this topic (just search for ''Samsung's botched Android 4.3 update fiasco'') - this is shocking. I can't believe they'd simply block anyone who complains. Maybe they should redirect their efforts from managing social media and put it into, oh I don't know, fixing the problem?!?

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  • Jayne Rouse-Dicken 8 months ago Link

    My s4 has been made useless!!!! Won't work at all unless plugged in! I'm paying £47 a month for this useless pile of crap! Fuming isn't the word and best of all network provider new nothing of the problems till I told them!!! Samsung get it sorted please

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  • Aaron1282 8 months ago Link

    The issues I am receiving from the new update are network lost, pop ups to Google play store candy crush (which I never have or will download), pop ups saying I have a virus, ram issues, and so on. I keep my phone clean and free of viruses by not downloading what I shouldn't. First it was AT&T with there no response for the last update and now knowing this latest one with issues they rolled right out to us. AT&T and Samsung have screwed us as loyal customers. A shame from 2 major companies. That is all. (Location) United states

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      Kris Carlon 8 months ago Link

      Well if it's any consolation @Aaorn1282,I have a Nexus 4 and the KitKat update direct from Google is causing issues for N4 owners - so it's not only carriers and OEMs that get it wrong sometimes. Fixes will come. Sooner or later. But remember this next time you choose a manufacturer and carrier. It's the only way they'll learn this isn't acceptable.

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  • Ginah Biete 7 months ago Link

    Yes, I updated my samsung gal s3 into android 4.3, I have noticed that it drains the battery so fast. My text messaging is more better than the old version & more faster on text messaging.

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  • david dicus 7 months ago Link

    I just loaded, not by choice.4.3 jellybean update.On Galaxy Note 2. Pgone was working great until update.Then immediately started having issues with wi fi unstable connection.Took to AT&T center. they at least got it where I can use it but still showing wi fi unstable but working. Dont check for system update or it will eventually load it whether you want to or not. Mine did. Very pissed at Samsung. They sure don't care what kinda crap they roll out.I hope it costs them Millions in Sales. Thanks Dave in Mo. Not a happy Camper.

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