Samsung S5 horrible phone quality

[chelytoad]

Just "upgraded" from a Moto X to a Samsung S5--the only reason being is because the camera quality of the MotoX was a little subpar in my opinion. My husband son both have S4s and LOVE their phones. Sadly, I had dropped by MotoX and the screen had cracked beyond repair/hope so I used my early upgrade to get an S5.

Everything on the S5 works EXCEPT the PHONE!! Since I got the phone (2 weeks ago) I have nothing but complaints from every person I have called. My doctor's office actually hung up on me because they couldn't understand me. Generally, the problem seems to be with an "echo back" for the recipient of the call. From my end, it all sounds fine but they can't understand anything between the echoing and the garbled sound. I have tried to trouble shoot this issue and have tried clearing phone cache, upgrading to HD voice, changing my in call settings, holding the phone differently, taking off the phone privacy settings, and cleaning the MIC. NOTHING has helped.

I didn't read any reviews on the internet prior to my upgrade but now that I have I can't decide if I just have a lemon or if the S5s are lost  cause. At least with Moto X the voice worked great and I could make calls with my Phone...LOL imagine that!! Just wondering if anyone else has anything to add to try or in your experience if I am better off just trying a different make/model. Please don't tell me I need to explore Apple.

Thanks in advance for all ideas!

[vzw_customer_support]

We definitely want to ensure your device is running in top form! I know how important it is for people to be able to understand you clearly on calls. May I ask if you have a case on the device? Have you attempted to test without the case just to ensure that it is not covering the mic? Does the issue occur while the device is on speakerphone or bluetooth?
YosefT_VZW
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[chelytoad]

Yes I have tried 2 different cases and no case. According to the recipients

of my calls, it makes no difference. Have also tried speakerphone and using

the MIC on the ear buds...no difference. My husband has Bluetooth in his

vehicle and has no issue with others but can't understand me.

Michelle

On Jul 27, 2015 6:30 AM, "Verizon Wireless Customer Support" <

[vzw_customer_support]

chelytoad,

Thank you for trying the troubleshooting steps that you have. Let's keep working on this. You have covered most of the steps that would likely have rectified most echo issues. We're going to want to look at the account & network information at this point. I would recommend giving us a call from a phone other than the one having the issue with at 1-800-922-0204 to further troubleshoot the issue. You can also use live chat http://vz.to/1I9jeGX or use Facebook or Twitter http://vz.to/1IL2gV7 if you prefer. Any of these methods will allow us to securely take your account information to work towards a resolution. We look forward to hearing from you.

EricW_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[Bruzote]

People complain that my voice is hard to understand as well. I especially wanted a good speaker phone. Instead, I have an S5 that listeners complain about. I do think it is the phone, not the case, as the microphone and speaker are not covered by the case (Otterbox Defender). How would the case affect them?)\

[MiiHere]

Have you tried calling tech support? That to me sounds like an internal issue and is covered by the 12 month manufactures warranty. I'm just not sure if in order to use it that you need to make official complaints and do whatever troubleshooting they offer you.

[swissmiss22]

I too have been told by callers that my call quality is awful. As weird as it sounds, the only way I have found to make it better is to switch sides of my head. If I am holding my phone on the right side, the call quality is just fine, if I move it to the left side, it's as if I'm in a tunnel. I just recently got a bluetooth device, but haven't made calls on it yet to know whether it would matter. However, reading other forum entries on this issue, it doesn't seem like it would matter.

Since it's now several months after this issue was addressed with these customers, what has been the resolution? Were they able to get it fixed?

[vzw_customer_support]

swissmiss22,

We never want you to have issues with your device. Let's make sure we get to the bottom of this. What software version are you currently running on your device? Has it always been this way? Any physical or liquid damage on the device?

RobinD_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[swissmiss22]

Verizon Wireless Customer Support,

I have Android version 5.0, software G900VVRU2BPB1, and no available system updates. If you need other version information than that, let me know. Apparently it's been happening the whole time I've had my phone, and others just thought it was either an issue with the network or something on their end. No physical or liquid damage to the phone.

[RCBASS]

Same problem here as well as lots of more verizone customers.  I have called tech support and search a lot of forums to no avail. Verizon tech support specialist act like everyone's phone is the problem.