UPDATE (6/10/16)

After digging around it looks like I am not the only person having issues with this device. There is an entire section of Reddit’s LG G5 forum that are having problems to the point of them making a survey for people to fill out.

Unofficial LG G5 Issue Report
Results from the Survey

Opening/Background

In March, I pre-ordered the LG G5 and received it on March 31st, 2016. I setup the phone as normal and used it as my main line. After about 2 weeks I started noticing that the signal would tend to drop down to 1X and/or 3G mode quite frequently. I also happen to carry an LG G4 that is for my work line with me so whenever this happened I would compare the signal type and strength of the devices. Every time when the LG G5 fell back to 1x or 3G my LG G4 had a 2-3 bar LTE signal.

Begin the Russian Roulette of “Like-New” phones!

Phone 1  – Original New LG G5

Replacement #1
Replacement #1

I called Verizon about the issue and they immediately cited that I had over 90 applications installed on the phone and that was the issue. They told me that I needed to factory reset the device and then see if that fixed the issue, it didn’t. The signal issue persisted. The Verizon tech even had me do a low-level software reset with my PC before they would go forward. It took me over 3 hours on the phone and a total of 5 phone calls to get this device replaced and numerous resets. This went on until May 5th, 2016 when I was finally able to get Verizon to send me a replacement. Add on 2-3 hours to get my apps loaded on the failing device so I could still use it and then again on the new device.

 


Phone 2 – “Like-New” Replacement

Replacement #2
Replacement #2

Fast forward to around May 15th when I started using my GPS for directions more I noticed that the phone would not get a signal from the GPS reliably. Again I pulled out my LG G4 and it immediately got a lock. Repeat the same steps, except this time I made a backup of the phone with the LG Backup and set it to factory defaults. I called in and got the same runaround. I explained that it is doing this without any application installed but they still made me reset it AGAIN and then demonstrate it to them. This took another 3-4 hours between reinstalling my applications and 3 phone calls. The replacement phone was approved and sent out on May 31st, 2016.

I am not the only person that has this issue either: https://www.youtube.com/watch?v=Wb28Z-bd5dk

 


Phone 3 – “Like-New” Replacement

Replacement #3
Replacement #3

Immediately when receiving the 3rd phone it was malfunctioning (rebooting during the setup phase) out of the box and I ended up having to do a factory reset. This seemed to work so I figured it was fine, I was wrong. The phone has been restarting at random the entire time. I even ran it for 2 days without anything on it but the stock applications and it still reset. I put my apps back on and then dealt with it for a few more days. Unfortunately, the restarts are getting more common and happening at the worst times (like when trying to pay with my phone at a store).

 

LG G5 Phone 3 - Display Corruption
LG G5 Phone 3 – Display Corruption

I called Verizon today about the issues and explained that this is the 3rd device and I am getting tired of dealing with them failing. I explained the troubleshooting steps that I had taken already to verify that it was not any applications I have installed. It didn’t matter, the rep yet again blamed the applications and required me to do a reset. I did this and of course, the phone didn’t lock up that time. I explained to her that it is random and it may not do it again, she couldn’t do anything and transferred me to the “LG Support” department. I spent 25 minutes on hold until I was offered to have them call me back, I entered the other line I have for the callback number. 5 hours later still no call from that department.

 

I decided to send out some tweets to Verizon Customer Support and a rep got in touch with me. Doesn’t matter that I have a picture of the crash taken with my other phone I got the same runaround. In addition to that, they told me that other than leaving them or buying another phone (outright or extending my contract) my only option was to keep swapping them out. After arguing with the rep for about an hour and resetting the phone AGAIN it finally happened, it crashed during the setup process. They approved the replacement and it won’t be here until Monday.

Concerns, Thoughts, and App List

At the end of the day, I am having to go out of town with a non-functioning device that I usually would rely on to make calls in emergency situations and navigate when I am in an area I am not familiar with. In addition to that, I will have to spend another 2-3 hours getting the replacement phone setup with my applications and accounts yet again. Even worse, I now am stuck with a string of refurbished devices when not even 3 months ago I purchased a new phone. Their support literally just follows the “blame the apps approach” no matter the issue.

I have completely zero faith that the replacement device will have no issues and that I will be stuck dealing with this asinine process yet again. They would not give me a new device despite all the issues with the refurbished ones, they did offer to “upgrade” me to a Droid Turbo or a Droid MAXX for “free” if I send back the LG G5, I am just insulted. I am honestly ready to just go out, buy an unlocked phone, and move to a BYOD carrier like StraightTalk after all this.

Verizon also does not follow their “Like-New” guidelines since all the phones I received from them did NOT have the latest OTA software installed and required a patch shortly after taking them out of the box. I am also not the only person who has had issues with these devices: Verizon Wireless: Our ‘Recertified’-Used Phone Replacements Are Better Than Factory Fresh Phones

Just for the record here is a list of all the applications on my phone:

List made using List My Apps