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Help Motorola Triumph Replacement Phone Experiences

OverByter said:
That's only because they had BB's black tie warranty, just had to pay like the $40 difference. I went through 6 replacement Triumphs and was told point blank that Virgin would never replace the phone with a different model unless the phone was no longer available. I was able to get Executive Escalations to credit me the difference between what I paid for the phone and what I was able to sell it for. That only came about because of me filing a complaint with the BBB concerning my ongoing difficulties with the phone. Good luck, I personally think that the lawsuit is a non starter, your much better off trying to negotiate one on one, VMUSA would never admit to fault in a lawsuit. Also in the ToS they specifically state that you're enjoindered from filing a class action against them, that just leaves Motorola, which was just purchased by Google so that would also be difficult to win.
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I personally never expressed interest in the lawsuit, but I must admit I feel kinda ripped off from this phone purchase. I spent just under 300 for it. I wish I had returned it in the first 30 days. What caught my eye in here was the post that where someone said they were given the option to get a different phone. They said one of the phones offered was the HTC One V. I would jump on that if given the opportunity. I know that phone has a smaller screen and doesn't have the front camera, but the reviews on it look much more promising than the stuff out there on the Triumph.
I definitely know to do my research from now on with these Virgin phones...
 
I'm all for it. Tried calling vm for a 7th replacement before my warranty was up, they gave me a hard time about it and said they refused to give me a different or replacement. If any of the dozens of folks on here who successfully got an evo as a replacement I would love to know what your secret is. If one or several people are offered a different phone altogether for the same issues and number of replacements I have had, then we should all be entitled to one.
 
emerald10 said:
I'm all for it. Tried calling vm for a 7th replacement before my warranty was up, they gave me a hard time about it and said they refused to give me a different or replacement. If any of the dozens of folks on here who successfully got an evo as a replacement I would love to know what your secret is. If one or several people are offered a different phone altogether for the same issues and number of replacements I have had, then we should all be entitled to one.
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I'm not sure why they would be giving you a hard time. Every replacement pushes the warranty out meaning if you had your phone replaced in 5/12 your warranty is good until 5/13. I got fed up with the lack of action over at VM & called Mrs. Susan Eichenberg with Sprint's Executive & Regulatory Services Group. Her direct number is 817-215-3681 8am-5pm central. She is the one that offered the swap. She was quick to offer the replacement as if it was something that had already been discussed. Give her a ring & inform her of your displeasure. Good luck!!!
 
I don't really see the One V as much of an upgrade. Just look at the specs side by side. Except for the ROM's each is shipped with. If anything I would want the Evo V because that has 4G and I would be ready for if/when it gets to my area.

Just my observation :D
 
buzzcon said:
I don't really see the One V as much of an upgrade. Just look at the specs side by side. Except for the ROM's each is shipped with. If anything I would want the Evo V because that has 4G and I would be ready for if/when it gets to my area.

Just my observation :D
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I feel the same way. Every review I have read lists the processor as barely being able to handle the phone. With all the multi-tasking I do with my phone it would be an even bigger inconvenience with all the lag. The low-def small screen was also a deal breaker. In addition, that would be me telling these ripoff artists that it is perfectly fine to scam me so long as you offer me a dumbed down phone later. No thanks. Oh, & Mrs. Eichenburg made it very clear that a 4g upgrade was not an option. That was what I wanted initially.
 
Thank you for the info! Although the One V is a downgrade, at this point it would be a nice switch regardless. The Triumph starts out good but in a few days/weeks it goes wacky. Even my intercept didn't give me this much trouble, as laggy as it was. :eek:
 
Good luck with the lawsuit, please post the results in detail. This is a no-win. If something "does" become of this, I will be the first to apologize and say congratulations and eat my underwear after a 15 hour shift at work. I am a truck driver so those underwear will be, well, I can't say on this forum.
 
emerald10 said:
Thank you for the info! Although the One V is a downgrade, at this point it would be a nice switch regardless. The Triumph starts out good but in a few days/weeks it goes wacky. Even my intercept didn't give me this much trouble, as laggy as it was. :eek:
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just to answer your original question like 3 posts up and ive seen many other ask it as well


1. Vm realized there mistake with our phones, but unless you have a special case or something they are really not going to even try to give you a different phone


2. The Motorola Triumph is Discontinued, which means getting a brand new never activated one as a replacement from VM will be Rare, altho since its there vm branded phones they probly got all the ones back from the retail stores so alot people may get lucky


3. the only way i can even dream anyone would get a different phone as a replacement would be if it was purchased from an actual store like Bestbuy, Target, radioshack, anywhere except vm and you also bought a replacement plan, due to the fact that the triumph is discontinued and where i live at least has been completely pulled from all shelves and replaced with the EVO V, under the replacement plan the store has to give you a replacement or something of equal value so the EVO V would be a little more and you may have to pay the difference whatever it is $40-80
 
bigalredmondii said:
I'm not sure why they would be giving you a hard time. Every replacement pushes the warranty out meaning if you had your phone replaced in 5/12 your warranty is good until 5/13. I got fed up with the lack of action over at VM & called Mrs. Susan Eichenberg with Sprint's Executive & Regulatory Services Group. Her direct number is 817-215-3681 8am-5pm central. She is the one that offered the swap. She was quick to offer the replacement as if it was something that had already been discussed. Give her a ring & inform her of your displeasure. Good luck!!!
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Well I called and no luck. She said the warranty is only good for 90 days, not a year. Which doesn't even make sense since my warranty isn't even up. I would still like to know how other people called vm with expired warranties and got EVOs...like I said we should all be offered one.
 
emerald10 said:
Well I called and no luck. She said the warranty is only good for 90 days, not a year. Which doesn't even make sense since my warranty isn't even up. I would still like to know how other people called vm with expired warranties and got EVOs...like I said we should all be offered one.
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ive only every seen 1 person claim the got an evo replacement from VM, and since i only saw 1 person say it, i typically wont believe it, they also said it was something i think like there 12th replacement


the old dev mobstergunz got his evo replacement thru bestbuy, as i said in the above post, VM wont offer an upgrade cause they dont have to, especially when the evo is such a big upgrade


the only way is thru a retail store chain, and even then they can still turn you down if they want to under "any business reserves the right to turn down any customer" and that all retail chains that have product replacement have in small letters "the store or employee will decide if you deserve a replacement, refund, or nothing" < this ones not exactly worded like this but its what it means, even if you have a replacement plan they can just say no and you cant do anything about it
 
I purchased a Triumph last year in Aug. it worked fine untill about March when the screen went black with some jaggaed areas of light near the bottom. I called Virgin and they sent me a new one telling me that the Triumph has a one year warrenty, so person who talked to the lady ans said it was 90 days dont believe it. Last week three days after the original warrenty stopped the phone suffered from the same exact problem as the first. I contacted virgin and they told me that the phone was out of warranty and how sorry they were.
I did want to clear up one thing the phone is not actually made by motorola. Huawei makes them they just come into the us under Motorolas brand name.
Personnely I thought about just getting the kit to repair the digital screen but I decided to just get something else. Chalk it off to a learning lesson from now on I research on which phone to get and not get the latest shiny one. Wait for it to build a track record.
What angers me is I know nothing happened to the phone physically. I got up used the phone that morning and left it on the bed. End of the day I was going to make a call and I picked up the phone and the screen was trashed. Oh well live and learn.
 
So I just had to have my first Triumph replacement about 2 weeks ago because the GPS failed on it. I wrote on here of my experience which went rather smooth in my opinion. I got a brand new replacement in the package. Not a refurb.

Just yesterday I noticed that my replacement Triumph has a bad front facing camera. Skype is something I like to use, so that just isn't going to work for me, so I called up VM. Since I had seen so much discussion in here about having a Triumph replaced with a different model I figured I would really push that issue and try to get an Evo. I ask to be escalated several times to try and speak the the most "high-up" person that I could get on the phone. They said I absolutely could not under any circumstances replace my phone with a different model. They did offer to discount me $100 if I wanted to buy an Evo. But that just isn't within my budget right now, else I would have done it. They did however promise to send me another new replacement Triumph instead of a refurb, so that is good at least.
But yeah, no luck on getting a replacement of a diffeerent model. They said they wouldn't even replace it with a lesser phone than the Triumph, like the One V.

Once I have the funds to do so I think I'm gonna call back in with some Triumph issues and get that $100 discount for the Evo, though.

Just wanted to update everyone with my latest replacement experience.
 
I plan on calling VM to get a replacement before my warranty is up. Does anyone still have issues with the buttons failing on their replacements? It seems like it happens to me for a full minute before it works again. I really shouldnt have to bend the phone to get the buttons to register. Its really getting on my nerves. My phone has a build date of 3 Nov 11.
 
Cataulin said:
I plan on calling VM to get a replacement before my warranty is up. Does anyone still have issues with the buttons failing on their replacements? It seems like it happens to me for a full minute before it works again. I really shouldnt have to bend the phone to get the buttons to register. Its really getting on my nerves. My phone has a build date of 3 Nov 11.
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This is an issue I haven't run into... Not yet anyways.
Just out of curiosity, how do you find out the build date of your phone?
 
I would like to know how everyone is getting a $100 credit because this was not offered to me either. If I had known my $320 (with tax) was going to be in vain, I would've done something better with it. And yes, I did research the Triumph thoroughly, but sometimes you just don't know until you actually have the phone.

Edit: Should I go back to stock to see what my build date is? That way I will have proof that my warranty is not expired like VM is telling me?
 
The $100 dollar credit was offered to me if I wanted to upgrade to the Evo from the Triumph. I would have still been required to return my Triumph to them same as a replacement situation. I didn't do anything special to have this offered to me. I just kept escalating until I was on the phone with a supervisor. I did not ask for it. It was what they offered to me since they couldn't replace my Triumph with an Evo.
I think with things like this, it just totally depends on who you get on the phone. I think it is completely up to the supervisor to make the call on what they will or will not do for you. I think that being calm and respectful with them also helps. I don't think getting angry or demanding things will get you very far. (I'm not insinuating that you have done that, that is just merely my suggestion on dealing with them)

Good luck :)
 
Thanks, but I'm not calling these people for them to "apologize" and say there's nothing they can do. Seems like I'm the only person who gets the non-helpful representatives.
 
Cataulin said:
I plan on calling VM to get a replacement before my warranty is up. Does anyone still have issues with the buttons failing on their replacements? It seems like it happens to me for a full minute before it works again. I really shouldnt have to bend the phone to get the buttons to register. Its really getting on my nerves. My phone has a build date of 3 Nov 11.
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If your talking about the 4 buttons on the bottom of the phone, that's a known issue with all triumphs, something like a bad ground I believe most people have said, happens randomly sometimes alot sometimes not at all

Rotating the phone between landscape and portrait almost always fixes it
 
It is technically impossible for Virgin to change your phone model, the system will not allow it even for a downgrade, same as trying to get the Evo on the $25 plan, the system won't allow it to go through. As far as a class action lawsuit because of this pos phone Virgin actually changed their TOS preventing anyone from bringing a class action lawsuit against them, you are now bound by arbitration and can't receive a settlement greater than the purchase price of the phone even if they knowingly sell you a defective product. As for offers if you're polite and persistent you can get comped for your time and trouble, I've received numerous bonus minutes, quite a few free months service, all 6 replacement Triumphs that I received were class a, and after being told by senior tech support that the camera defect was unfixable I filed a complaint with the BBB and Virgin agreed to compensate me for the $ 75 loss that I incurred selling the phone. And they agreed to waive the additional $ 10 from losing my grandfathered plan for the first 6 months. If your persistent, polite, have your issues kicked up to Executive Escalations and document everything including who you spoke to and how much time that you spent attempting to correct these issues they are more than willing to work with you and try not to lose you as a customer.
 
OverByter said:
It is technically impossible for Virgin to change your phone model, the system will not allow it even for a downgrade, same as trying to get the Evo on the $25 plan, the system won't allow it to go through. As far as a class action lawsuit because of this pos phone Virgin actually changed their TOS preventing anyone from bringing a class action lawsuit against them, you are now bound by arbitration and can't receive a settlement greater than the purchase price of the phone even if they knowingly sell you a defective product. As for offers if you're polite and persistent you can get comped for your time and trouble, I've received numerous bonus minutes, quite a few free months service, all 6 replacement Triumphs that I received were class a, and after being told by senior tech support that the camera defect was unfixable I filed a complaint with the BBB and Virgin agreed to compensate me for the $ 75 loss that I incurred selling the phone. And they agreed to waive the additional $ 10 from losing my grandfathered plan for the first 6 months. If your persistent, polite, have your issues kicked up to Executive Escalations and document everything including who you spoke to and how much time that you spent attempting to correct these issues they are more than willing to work with you and try not to lose you as a customer.
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You must be one of the lucky ones. I never got anything but a hard time, and I was very polite on the phone.
 
emerald10 said:
You must be one of the lucky ones. I never got anything but a hard time, and I was very polite on the phone.
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Not lucky but extremely persistent, as they say time is money and if I'm forced to spend an hour plus of my time troubleshooting a problem that's not of my making well I rightly feel justified in being compensated adequately. Recent case in point, when I first received my Evo the moisture indicator on my battery was red, I informed virgin the day I activated the phone. Because it was new they had no batteries in stock and I was forced to call a half dozen times before I finally received the replacement about 6 weeks later. I documented this, had it sent upstairs to Executive Escalations and ultimately received a credit for that months service. Gotta just remind them that the no contract thing is leverage in my favor. Having been a customer for over 3 years and having purchased about 8 phones in that period they make good faith efforts to continue my patronage. As I speak I have an Intercept, Wildfire S, Rumor Touch and a Rumor 2 listed on Craigslist and Ebay so they do obviously make money from me considering they make more money from phone sales than monthly fees.
 
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