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Help Motorola Triumph Replacement Phone Experiences

Xerpocalypse said:
Well, I certainly will be escalting it when I call again tomorrow. I recently recieved an email saying that my service will be cut in 15 days if I don't send back the incorrect phone they sent me. This badly conflicts with A) my need for a phone and B) the instructions they gave me. I'm really frustrated at how poorly they're executing this, really.
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lol that's awful. I hope you get it resolved and hopefully they'll take care of you. I can't say they're amazing by any means but their customer service is not bad for a prepaid phone service. When they do things right, things are pretty smooth.

~Novak
 
Xerpocalypse said:
Well, I certainly will be escalting it when I call again tomorrow. I recently recieved an email saying that my service will be cut in 15 days if I don't send back the incorrect phone they sent me. This badly conflicts with A) my need for a phone and B) the instructions they gave me. I'm really frustrated at how poorly they're executing this, really.
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I calle in for a replacement and they said they where out well the next day I get a phone ups ed as far as your proplem of the phone they gave you and you sent back,i had the same thing happen because i did not write the vmu # on the package when i returned it so i screwed myself but it' a easy fix, just call have them check the meid of that phone and ASK THEM TO CHECK their system for the phone , they will see that you returned that phone and the problem will be fixed.
 
novak921 said:
lol that's awful. I hope you get it resolved and hopefully they'll take care of you. I can't say they're amazing by any means but their customer service is not bad for a prepaid phone service. When they do things right, things are pretty smooth.

~Novak
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Thanks. :) I recieved my replacement overnight after calling/asking for a supervisor and explaining the issue, etc. They even were nice enough to send me a class A. Finally, I have it in my hands (typing this post on it with all my stuff back on it.) It feels virtually brand new, and there's nothing to contest that otherwise.
 
I have been so frustrated the last few weeks. I love my Triumph (generally). It stopped charging about a month ago so sent it back to Motorola (bought it in Jan 2012). Took about 9 days to get it back and when I did get it back the wifi was broken (no MAC address and would just say Error when trying to connect). I talked with them again and they said send it back (they did pay for the fedex back). They received it 4/9 but did not get into the process until 4/11 (I think it gets sent to Mexico just across the border from Macallum Texas). I have still heard nothing.

I just tried doing a chat with Motorola and they guy was not helpful (though did not expect much). He basically said call the repair center on Monday and they will get back to you in 1-2 days. So, I can not talk to the repair people until Wed next week.

I will probably trying phoning Motorola and asking for a supervisor to talk to them.

So, basically I have been without a phone for about 3 weeks in the past 4. Sigh.
 
brechmos said:
I have been so frustrated the last few weeks. I love my Triumph (generally). It stopped charging about a month ago so sent it back to Motorola (bought it in Jan 2012). Took about 9 days to get it back and when I did get it back the wifi was broken (no MAC address and would just say Error when trying to connect). I talked with them again and they said send it back (they did pay for the fedex back). They received it 4/9 but did not get into the process until 4/11 (I think it gets sent to Mexico just across the border from Macallum Texas). I have still heard nothing.

I just tried doing a chat with Motorola and they guy was not helpful (though did not expect much). He basically said call the repair center on Monday and they will get back to you in 1-2 days. So, I can not talk to the repair people until Wed next week.

I will probably trying phoning Motorola and asking for a supervisor to talk to them.

So, basically I have been without a phone for about 3 weeks in the past 4. Sigh.
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Just call VM and get a replacement... It's free and they send you a phone within a couple days and you send your old one back when you get the one they send you.
 
brechmos said:
I bought it from Best Buy though. Will they still do that?
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Yep. As long has it's been less than a year (which the MT hasn't even been out for a year...) it doesn't matter where you bought it whether you bought it brand new or used they will send you a replacement.
 
Thanks, I wish I had known. I called and they were very helpful but could not do much as Motorola has it and is "fixing" it. I called Motorola and the woman is going to have someone look into why it is taking so long and will get back to me on Monday. Thanks for the help!

marc12868 said:
Yep. As long has it's been less than a year (which the MT hasn't even been out for a year...) it doesn't matter where you bought it whether you bought it brand new or used they will send you a replacement.
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Gdibig said:
I got mine through the VMUSocialCare (VMUSocialCare@sprint.com) folks - they are the ones that monitor the Facebook page. Charger/file transfer issues were popping up, so I figured I better get a replacement before my year was up. The replacement was a brand new phone in the retail package.:D

It took about three e-mails back and forth (they responded within 10 minutes of my initial e-mail) and the new phone was on the way (overnight for free!). Another e-mail when I got it to activate/program it and I was up and running!:D:D:D All without have to actually talk to anybody - perfect!:rolleyes:
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--Great Idea. Like I said, my replacement Triumph of 2 weeks has the same charging port problem. Emailed them earlier today and within 3 hours, have a replacement Triumph on the way again. This time, I hope a Class A retail box replacement.

Either way, much easier than calling in and available on a Sunday. Not bad in my book.

~Novak
 
Just talked with Motorola and asked them to send it back to me as is (they are waiting on parts and no idea when they will come in). Once I get it back I'll talk with Virgin Mobile about getting them to replace it. What a pain!

brechmos said:
Thanks, I wish I had known. I called and they were very helpful but could not do much as Motorola has it and is "fixing" it. I called Motorola and the woman is going to have someone look into why it is taking so long and will get back to me on Monday. Thanks for the help!
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Just wanted to update everyone,

I specifically asked for a replacement Class A retail package Triumph but to my delight, nope, same refurbed replacement sent with probably a bad charging port as well like my current one. This will make replacement # 4.

I also specified a different address for the replacement and they sent it to the wrong address anyway but I wont be critical about that.

Hopefully this refurbed replacement wont have the charging port issue out of the package.

~Novak
 
Is it all right to vent on here?? I am so frustrated. I called Motorola on Monday and told them to please just send back my phone as-is (with the broken wifi) and I'll go through VM to get a new phone. Still haven't seen my phone.

I called again just now and talked with two people. The short-and-the-long of it is that she sent another message to the technician people. The message takes 24-48 hours to get to the technicians. Seriously? An electronics company and it takes you 24-48 hours to send messages. As far as I can tell my phone is sitting just over the border from McAllen Texas and is in Mexico. C'mon, really, 24-48 hours?

She said they have been waiting on parts for my phone and there was no ETA. So, maybe I will have my broken phone back by Friday?

Arggh... this is so stupid.

I did talk with VM and they said they are happy to replace my phone once I get my old one back. He was not really willing to send me a new phone without me having the old one in my hands as they will suspend my account if I don't send back the old one in two weeks. At this point I hope I get my phone back in two weeks from Motorola.

brechmos said:
Just talked with Motorola and asked them to send it back to me as is (they are waiting on parts and no idea when they will come in). Once I get it back I'll talk with Virgin Mobile about getting them to replace it. What a pain!
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Ugh, sorry to hear about your troubles, That sucks. Hopefully they'll get your phone back to you soon so VM can replace it but ya, in the future, talk with VM. They've been very good about sending replacement phones even if they aren't the best replacements lol

~Novak
 
From everything I have heard, it is much easier to deal with VM than Motorola in all of this. At least you have a phone that is functioning at least partially while you wait for the replacement instead of doing without for a while.
 
Got my replacement Triumph today. It's a piece of crap, most likely Class C or D. It's got the nick you can see on the screen, a bunch of small scratches and stuff under the screen and scuffs on the corners....Sigh.

Not trying to be picky but no reason I should accept a phone that isn't the same quality as mine currently. I take good care of my phones.

I emailed them back, waiting on a response. So much for asking for a Class A replacement huh? lol

-Update- I plugged it in just to try and it barely charges, the charging port is so loose and only charges if I hold it up. VM said it was marked in the system that I received a Class A Triumph...oops. They'll process a replacement again but after they receive this one back.

~Novak
 

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I just received my replacement phone and it's looks like a class B phone. My questions is how do I send my old one to them, coz I didn't received any return labels or instructions on how return it.
 
hOlykamOtie* said:
I just received my replacement phone and it's looks like a class B phone. My questions is how do I send my old one to them, coz I didn't received any return labels or instructions on how return it.
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Check the invoice that came with your replacement, it should list a prepaid envelope was included with the phone. If not contact VM and explain the situation, they'll send out a prepaid envelope. As for instructions all you do is dump the bare phone in the envelope and write the VMU order number on the back of it. You keep everything except the phone body, it's illegal to send Li-Ion batteries by surface mail. There are three recognized classes of refurbished items, Class A is everything including the retail box, technically could still be a customer return made within the first 30 days, Class B which may be missing items including the retail box, and Class C which is just the item itself in a "white" box.
 
Marialle said:
I've called and emailed VM to see if they can replace my cracked Triumph, and both times they said no. Why have other people gotten their cracked phones replaced? Is it because they have device insurance? I'm so confused...
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That sucks, I just got my cracked screen replaced and it was my fault and I don't have insurance on it. I'd keep calling to get a different CSR until you get one that agrees.
 
lets see what happens with my replacement, it should be shipped to me by tuesday, I had a defective camera and never noticed it LOL
 
I got a replacement a couple days ago. I think the replacement has a charging port issue and the screen has responsiveness issues. I haven't sent the old one off yet, should I then contact VM again for another replacement..
 
Kg198202 said:
I got a replacement a couple days ago. I think the replacement has a charging port issue and the screen has responsiveness issues. I haven't sent the old one off yet, should I then contact VM again for another replacement..
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If your old one is operating better than the replacement then I would.
 
I just received my third replacement Triumph. The first two were refurbished and developed charging issues within days( it took my original Triumph about 6 months to develop) but this one was brand new in the box.

I am so frustrated with all the quirks of this phone and VM service unfortunately, I think I'm just going to sell it. I was thinking of waiting for the Wimax phones, but I had Clear Wimax in my area and it was horrible. It seems like LTE is the new leader, and I guess I'll have to go over to the dark side with a proper contract phone.

I have been with Virgin, Boost before that, for a long time. I am sorry to leave, but the service provided by Sprint, at least in my area, has gotten worse, not better.

Question. What do you think of the Droid Razr Maxx? I love the battery life, one of my issues with Triumph, among others. Maybe I should wait though to see this Galaxy S III.
 
timdoser said:
I just received my third replacement Triumph. The first two were refurbished and developed charging issues within days( it took my original Triumph about 6 months to develop) but this one was brand new in the box.

I am so frustrated with all the quirks of this phone and VM service unfortunately, I think I'm just going to sell it. I was thinking of waiting for the Wimax phones, but I had Clear Wimax in my area and it was horrible. It seems like LTE is the new leader, and I guess I'll have to go over to the dark side with a proper contract phone.

I have been with Virgin, Boost before that, for a long time. I am sorry to leave, but the service provided by Sprint, at least in my area, has gotten worse, not better.

Question. What do you think of the Droid Razr Maxx? I love the battery life, one of my issues with Triumph, among others. Maybe I should wait though to see this Galaxy S III.
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my sister has the razr maxx and loves it,i am very pleased with my HTC rezound,and verizon very happy, no issues at all.
 
I'm setting on info that I'm not gonna share with everyone just yet but I'm on my 7th replacement. The replacement I received yesterday was brand new in a retail box. When I was talking to the guy to get a replacement he stated that my warranty will end April 2013. I got my phone october of last year. So I think my warranty started over when I activated another brand new replacement I was sent. I have yet to active the new replace. Anyone want to call up VM and ask about the warranty?
 
just ordered a replacement yesterday and received it today. brand new in box. i'm sure it'll still be buggy as hell though. at least i don't have any scratches and i also came up on an extra battery, sd card, usb charger and battery door =)
 
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