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Old March 22nd, 2012, 11:53 PM   #51 (permalink)
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Just wondering whats the longest it has taken for a replacement to arrive? My first triumph took about 2 days. But this time its taking a bit longer.

I called them on Wednesday night ,3-14-12 because I cracked my screen. They told me 2-5 business days. It's now Thursday 3-22-12 and I still don't have my phone. Should I call them soon?

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Old March 23rd, 2012, 11:52 AM   #52 (permalink)
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Just wondering whats the longest it has taken for a replacement to arrive? My first triumph took about 2 days. But this time its taking a bit longer.

I called them on Wednesday night ,3-14-12 because I cracked my screen. They told me 2-5 business days. It's now Thursday 3-22-12 and I still don't have my phone. Should I call them soon?
I had the same issue, actually. Here's how my story has progressed so far:

My Triumph's charging port has become increasingly non-functional, and as such I called to have a replacement shipped on 3/12/12. I received my package two days later on 3/14/12. Much to my dismay and frustration, I discovered that VM had sent me the wrong phone entirely, and sent me a LG Rumor Touch instead.

I called VM again, and explained the situation. After having to deal with a tech support transfer, etc., the lady in tech support told me to do the following:
1. Place the Motorola in the envelope which the LG came with
2. Return the LG in the envelope the Motorola comes with.

She also said she'd grant me 100 airtime minutes, but then figured out that she wasn't authorized to do so, and instead tried to add $25 to the account, which apparently I had to get released from the bank. (This confused me greatly.)

Thereafter, I received the order confirmation email, saying the order would arrive overnight (1-2 days, realistically) as the lady in tech support told me.

After anxiously waiting for about a week and a half, I called VM yesterday to see what was the matter. At first glance from the live advisor, it seemed that my order had vanished from her system; however, the tech support lady who she transferred me to said that the order was in fact still there, but that the phone was out of stock.

It baffles me as to why VM sends out shipping/order confirmations without stating that the phone is back-ordered.

TL;DR: VM sent me the wrong phone, and then I had to chase them around somewhat to even have the chance of getting the right replacement.
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Old March 23rd, 2012, 08:43 PM   #53 (permalink)
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Originally Posted by Xerpocalypse View Post
I had the same issue, actually. Here's how my story has progressed so far:

My Triumph's charging port has become increasingly non-functional, and as such I called to have a replacement shipped on 3/12/12. I received my package two days later on 3/14/12. Much to my dismay and frustration, I discovered that VM had sent me the wrong phone entirely, and sent me a LG Rumor Touch instead.

I called VM again, and explained the situation. After having to deal with a tech support transfer, etc., the lady in tech support told me to do the following:
1. Place the Motorola in the envelope which the LG came with
2. Return the LG in the envelope the Motorola comes with.

She also said she'd grant me 100 airtime minutes, but then figured out that she wasn't authorized to do so, and instead tried to add $25 to the account, which apparently I had to get released from the bank. (This confused me greatly.)

Thereafter, I received the order confirmation email, saying the order would arrive overnight (1-2 days, realistically) as the lady in tech support told me.

After anxiously waiting for about a week and a half, I called VM yesterday to see what was the matter. At first glance from the live advisor, it seemed that my order had vanished from her system; however, the tech support lady who she transferred me to said that the order was in fact still there, but that the phone was out of stock.

It baffles me as to why VM sends out shipping/order confirmations without stating that the phone is back-ordered.

TL;DR: VM sent me the wrong phone, and then I had to chase them around somewhat to even have the chance of getting the right replacement.
Ok. Thanks for the quick response. And i actually did read all of it. So as of today you are still waiting for the phone to arrive? Any clue, on when you might get a new one?
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Old March 23rd, 2012, 10:01 PM   #54 (permalink)
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My second and now my third (current) have issues charging. :/
My Triumph out of the blue today started having charging issues. If I move it slightly at all it now stops charging...sigh. I called Customer service and they're great as always but the Triumph is currently out of stock but they should be back in about 5 days.

I hope they're getting more from the factory, new sealed in box compared to getting someone's refurbed phone. We'll see.

~Novak
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Old March 23rd, 2012, 11:55 PM   #55 (permalink)
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Ok. Thanks for the quick response. And i actually did read all of it. So as of today you are still waiting for the phone to arrive? Any clue, on when you might get a new one?
No problem. Yes, I am still waiting, although I think it may be another week before they get the phone restocked.
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Old March 27th, 2012, 08:02 PM   #56 (permalink)
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Angry Triumph Replacements

I received my "Replacement" triumph today. Tried 2 batteries and 3 different chargers. It was dead on arrival. I called up VM and they told me what they sent me was a CLASS D phone. They are sending my a replacement CLASS A phone overnight. My brother knocked the replacement phone off our table and it fell out onto a tile floor and the screen shattered, and the casing split open. Since they are already sending me the replacement do you think they will care about the shattered screen when I send it back? I don't want to be charged for anything.
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Old March 27th, 2012, 08:16 PM   #57 (permalink)
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I received my "Replacement" triumph today. Tried 2 batteries and 3 different chargers. It was dead on arrival. I called up VM and they told me what they sent me was a CLASS D phone. They are sending my a replacement CLASS A phone overnight. My brother knocked the replacement phone off our table and it fell out onto a tile floor and the screen shattered, and the casing split open. Since they are already sending me the replacement do you think they will care about the shattered screen when I send it back? I don't want to be charged for anything.
Hmm... Must have happened in shipping.
BTW I am also waiting for them to be restocked, promised a brand new replacement, we shall see.
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Old March 27th, 2012, 09:21 PM   #58 (permalink)
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I received my "Replacement" triumph today. Tried 2 batteries and 3 different chargers. It was dead on arrival. I called up VM and they told me what they sent me was a CLASS D phone. They are sending my a replacement CLASS A phone overnight. My brother knocked the replacement phone off our table and it fell out onto a tile floor and the screen shattered, and the casing split open. Since they are already sending me the replacement do you think they will care about the shattered screen when I send it back? I don't want to be charged for anything.
That's absolutely terrible. :\ They'll still take it back, but it's shameful that they'd send you a Class D. The lowest class I've ever heard of someone recieving is a C.
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Old March 27th, 2012, 10:02 PM   #59 (permalink)
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Default Got my replacement

I was having issues with the phone not ringing, called VM on Thursday of last week an new phone was at my house by noon on Friday. It was brand new in sealed box, they told me on the phone to keep my back and battery and just send them back the body so I kept the back and new battery. It makes sense as the us USPS for return and the battery is a no no for th regular mail.
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Old March 28th, 2012, 01:57 PM   #60 (permalink)
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Default New Replacement!

So I got my replacement today. They sent me a new phone all in the retail box with all new accessories. I would recommend asking for a "Class A" device when getting a replacement. "Class A" means that somebody bought the phone, then returned it without opening anything. All my accessories were brand new as well
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Old March 28th, 2012, 08:31 PM   #61 (permalink)
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After about a month of having my Triumph one day it wouldn't turn on at all. At first I thought the battery died but swapped it out with my sister's, confirming that the phone itself was dead. I called Virgin Mobile and they were very nice and sent me a replacement via FedEx overnight. Unfortunately the replacement VM gave me seemed to have a loose antenna and wouldn't always get signal. I called them a couple times about it. First time I thought they fixed it but then after the second time I asked for a replacement. So after two replacements I finally get a good phone. The volume keys are more difficult to press than my first and second phone but otherwise I'm happy with the replacement I have right now.

Also, if anyone is wondering, VM doesn't seem to care if the phone you mail them is rooted.
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Old March 29th, 2012, 11:41 PM   #62 (permalink)
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I just got my order confirmation for my replacement phone today. I didn't specify on the phone that I wanted a Class A so I'm hoping that I get one anyway, sealed in box and not a second hand phone but we'll see. At least it sounds like they got them back in stock.

~Novak
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Old March 30th, 2012, 01:04 PM   #63 (permalink)
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Well Fedex just delivered my phone, brand new in a sealed box. Took some finagling though, Virgin tried saying since my phone was less than 30 days old I should return it to the vendor, since it was purchased from Amazon this would leave me without a phone for a week or so. Had to keep moving up the ladder whining to 3 different ppl before they agreed. Hopefully all is good with this one.
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Old March 30th, 2012, 05:06 PM   #64 (permalink)
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well im on phone 5 now, it came new in box, but not sealed. It was opened, but everything still shrinkwarped and screen protector. Wierd. Well it has graphical glitches, so they are sending me another Class A phone, hope that means new.
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Old March 31st, 2012, 02:58 PM   #65 (permalink)
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I just called VM all of two minutes ago to check my order status. (after not recieving my replacement phone for over two weeks.) I inquired about my order to two different people, both of which said that my order was on "submitted" status and had been "escalated." Both reps gave me a pretty vague idea of what that meant, mind you, saying it would take about two more days to get the order through.

And I quote;
"It says that we'll get your new phone to you as soon as possible, we just don't know when."

I'm not even sure if I trust VM to tell the truth much anymore, I'm pretty fed up with this sluggishness and lack of clarity, really.
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Old April 1st, 2012, 01:41 PM   #66 (permalink)
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Default VMUSocialCare for replacement

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.

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! All without have to actually talk to anybody - perfect!

I'd recommend going that way instead of trying to deal with customer service at Virgin or Motorola.

Edit - I'd also recommend installing the CM7 TG-reloaded ROM immediately! In this forum.
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Old April 1st, 2012, 05:20 PM   #67 (permalink)
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Well the replacement has green blob issues, I didn't even bother to activate it. Virgin says they're overnighting me a new one and refunding this months service fee.
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Old April 1st, 2012, 08:46 PM   #68 (permalink)
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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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Old April 1st, 2012, 09:31 PM   #69 (permalink)
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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...
Cause maybe you need to say that it will not charge and the touch screen does not work.
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Old April 1st, 2012, 09:35 PM   #70 (permalink)
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Cause maybe you need to say that it will not charge and the touch screen does not work.
If that is not their issue, then they shouldn't claim that it is. If you dropped your phone and it broke, then you are probably out of luck. The warranty doesn't cover you damaging the phone. I know some people report that they have done similar and gotten it replaced, but they might be dealing with an easier CS person to convince. Or they might have lied. When people lie about this stuff it is only making it worse for everyone. I am sure VM will pass the cost of anything on to the customers, so not only is it ethically wrong to lie about it, it will come back to bite you (and all the other VM customers).

It would also probably make it harder for other VM customers to get a return when they have a legitimate issue. If you dropped your phone or damaged it yourself and they said that they won't replace it then you are out of luck. They have a pretty lenient replacement policy as it is, and if the issue is something you did (even an accident) then you will probably have to live with that. Most companies won't accept a modified phone back (rooted, custom recovery, bootloader, etc.) and VM doesn't seem to mind that much when the issue is obviously hardware.
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Old April 2nd, 2012, 10:20 AM   #71 (permalink)
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If that is not their issue, then they shouldn't claim that it is. If you dropped your phone and it broke, then you are probably out of luck. The warranty doesn't cover you damaging the phone. I know some people report that they have done similar and gotten it replaced, but they might be dealing with an easier CS person to convince. Or they might have lied. When people lie about this stuff it is only making it worse for everyone. I am sure VM will pass the cost of anything on to the customers, so not only is it ethically wrong to lie about it, it will come back to bite you (and all the other VM customers).

It would also probably make it harder for other VM customers to get a return when they have a legitimate issue. If you dropped your phone or damaged it yourself and they said that they won't replace it then you are out of luck. They have a pretty lenient replacement policy as it is, and if the issue is something you did (even an accident) then you will probably have to live with that. Most companies won't accept a modified phone back (rooted, custom recovery, bootloader, etc.) and VM doesn't seem to mind that much when the issue is obviously hardware.
Its ethically wrong to sell a sh!tty phone. They have yet to actually fix the phone. We are coming up on 1 year with this phone and some of us are gonna sh!t out of luck. So if you have a Motorola Triumph and you have any type of problem send it back for any reason cause one day you are gonna be sitting with a phone that does not work 100% anyway.
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Old April 2nd, 2012, 10:32 AM   #72 (permalink)
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Its ethically wrong to sell a sh!tty phone. They have yet to actually fix the phone. We are coming up on 1 year with this phone and some of us are gonna sh!t out of luck. So if you have a Motorola Triumph and you have any type of problem send it back for any reason cause one day you are gonna be sitting with a phone that does not work 100% anyway.
If you caused the issue it isn't VM's fault. Why should they replace it if there are no other issues? It's one thing to get a replacement for a hardware issue (Moto/VM's fault) quite another when you damage your own phone.

(btw, I am using "you" in the hypothetical sense, not accusing sounreal of anything.)
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Old April 2nd, 2012, 03:41 PM   #73 (permalink)
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Its ethically wrong to sell a sh!tty phone. They have yet to actually fix the phone. We are coming up on 1 year with this phone and some of us are gonna sh!t out of luck. So if you have a Motorola Triumph and you have any type of problem send it back for any reason cause one day you are gonna be sitting with a phone that does not work 100% anyway.
It's also "ethically wrong" to return a phone that was broken becasue it was dropped and had nothing wrong with it's manufacture!

I'm a bit surprised at the reports of screens cracking - it's gorilla glass for the love of pete! Are these people sure it's not just the screen protector Motorola put on that needs to be removed? I mean unless it was dropped from the empire state building or run over with a truck, I'm surprised it cracked!
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Old April 2nd, 2012, 07:36 PM   #74 (permalink)
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I have no idea why this one cracked. It only fell maybe two or three feet. And I've dropped my other Triumph, that I had for over six months, many times without cracking it.
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Old April 2nd, 2012, 08:00 PM   #75 (permalink)
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It's also "ethically wrong" to return a phone that was broken becasue it was dropped and had nothing wrong with it's manufacture!

I'm a bit surprised at the reports of screens cracking - it's gorilla glass for the love of pete! Are these people sure it's not just the screen protector Motorola put on that needs to be removed? I mean unless it was dropped from the empire state building or run over with a truck, I'm surprised it cracked!
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I have no idea why this one cracked. It only fell maybe two or three feet. And I've dropped my other Triumph, that I had for over six months, many times without cracking it.
That is really strange how many people have had their screens cracked. I had my in my pocket everyday and I'm a cartpusher so I was even pushing up against carts with it in my pocket and it never cracked. I wonder if there is some sort of fault in some of the screens causing them to break...
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Old April 2nd, 2012, 10:14 PM   #76 (permalink)
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I thought something might be off with the screen, as it did seem to crack really easily. When I dropped it, it got a single crack across a corner of it, then the next day another crack spread from the first. So now it's just two big cracks across the screen. Really weird. I may buy a digitizer for it, I saw one for a little under $50.
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Old April 2nd, 2012, 10:44 PM   #77 (permalink)
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Default Returning your broken triumph

So can anyone here tell me the procedure for returning ur busted MT? I have the new one already. When u put ur old one in the return envelope, minus the battery and battery door, do u have to write ur order number on the outside of the package?
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Old April 4th, 2012, 01:14 AM   #78 (permalink)
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Last week my vibrate went out. Called yesterday and went through the automated guy to a real person. They didn't have any problem sending out a replacement. Ill have to see how it is but I will be re-flashing miui to it as soon as I get it!
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Old April 4th, 2012, 01:40 PM   #79 (permalink)
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Default LED flash & charger issues

A few weeks ago, my phone's led flash burnt out. Now in these past 10 days, for the second time, my phone won't turn on after being charged on the wall charger. The red led light will turn on saying it is charging, but it won't turn on unless I plug it into my computer. Because of this, I'm am considering calling for a replacement.

Also, has anyone else had this problem before?
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Old April 4th, 2012, 04:20 PM   #80 (permalink)
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Default Yellow tint

So I was comparing my replacement triumphs screen with the one I'm returning and the new triumphs screen is noticeably more yellow. Especially on predominantly white backgrounds. And when I turn it sideways, the colors wash out really bad. I'm debating on whether or not I should request another replacement or not. Any thoughts or suggestions?
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Old April 4th, 2012, 04:23 PM   #81 (permalink)
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Originally Posted by dg61981 View Post
So I was comparing my replacement triumphs screen with the one I'm returning and the new triumphs screen is noticeably more yellow. Especially on predominantly white backgrounds. And when I turn it sideways, the colors wash out really bad. I'm debating on whether or not I should request another replacement or not. Any thoughts or suggestions?
I believe there are 2 different screens for the MT and that sounds like the worser of the 2. Although the other one has a blue tint which isn't really noticeable unless you take it a different phone or computer. I would consider returning that one depending on how much it bothers you.
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Old April 4th, 2012, 04:31 PM   #82 (permalink)
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I believe there are 2 different screens for the MT and that sounds like the worser of the 2. Although the other one has a blue tint which isn't really noticeable unless you take it a different phone or computer. I would consider returning that one depending on how much it bothers you.

The situation sucks man. Everything else works 10 times better on the new one except the yellow tint. I'm thinkin it might be best to just bite the bullet on this one. Last thing I wanna do is get into one of those 12 or 13 phones swapped situations u know.
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Old April 4th, 2012, 04:36 PM   #83 (permalink)
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The situation sucks man. Everything else works 10 times better on the new one except the yellow tint. I'm thinkin it might be best to just bite the bullet on this one. Last thing I wanna do is get into one of those 12 or 13 phones swapped situations u know.

do u think it might have something to do with the screen protector? I've also noticed that on the new one, the sensors on the front of the phone are almost visible at all times. As opposed to my old triumph where the phone had to be in direct sunlight for the sensors to be seen.
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Old April 4th, 2012, 04:40 PM   #84 (permalink)
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do u think it might have something to do with the screen protector? I've also noticed that on the new one, the sensors on the front of the phone are almost visible at all times. As opposed to my old triumph where the phone had to be in direct sunlight for the sensors to be seen.
It's possible that it could be the screen protector you could always take it off and find out. As far as the sensors being visible that shouldn't have any effect on anything...
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Old April 4th, 2012, 04:49 PM   #85 (permalink)
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It's possible that it could be the screen protector you could always take it off and find out. As far as the sensors being visible that shouldn't have any effect on anything...

No I know. I was just stating that maybe the screens yellowness has something to do with the screen protector being less dense.
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Old April 4th, 2012, 04:53 PM   #86 (permalink)
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Even the capacitive buttons are more yellow.
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Old April 4th, 2012, 05:21 PM   #87 (permalink)
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Last week my vibrate went out. Called yesterday and went through the automated guy to a real person. They didn't have any problem sending out a replacement. Ill have to see how it is but I will be re-flashing miui to it as soon as I get it!
yes the number they gave you when you called in
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Old April 4th, 2012, 05:26 PM   #88 (permalink)
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I have no idea why this one cracked. It only fell maybe two or three feet. And I've dropped my other Triumph, that I had for over six months, many times without cracking it.
maybe when you droped it the first time it weakend aspot . thre second time it went on and spread call in and replace it tell them spmeting is wrong with the phone . i did and got a replacement they never said a word. that was #3 replaccement out of 13 and waiting pn 14 to arrive
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Old April 4th, 2012, 05:28 PM   #89 (permalink)
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No I know. I was just stating that maybe the screens yellowness has something to do with the screen protector being less dense.
Oh. Yea it may be... Although on mine it always had a slight blue tint even with the screen protector so I'm not completely sure, although I have heard cheap screen protectors can yellow with time...
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Old April 5th, 2012, 06:28 AM   #90 (permalink)
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They say to return just the bare phone without accessories. Does this mean I can keep the battery too when I return the phone?
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Old April 5th, 2012, 06:52 AM   #91 (permalink)
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They say to return just the bare phone without accessories. Does this mean I can keep the battery too when I return the phone?
Yes.
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Old April 5th, 2012, 07:38 AM   #92 (permalink)
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They say to return just the bare phone without accessories. Does this mean I can keep the battery too when I return the phone?
Yes they just want the phone body back.
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Old April 5th, 2012, 10:50 AM   #93 (permalink)
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Got my replacement MT. It's unfortunately a refurb which just came in a little white box but it looks fine, booted fine, no blobs, scratches and the charging port works for now so hopefully this one lasts longer than a few months.

~Novak
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Old April 10th, 2012, 12:56 AM   #94 (permalink)
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Five days from now on the 14th will make it one month since VM sent me the wrong replacement phone and I called to resolve the issue. I've called twice since, and neither time were the VM reps able to give me a solid shipping date. ("Backordered" and "escalated," respectively.) I'm about ready to a) call and ask for a supervisor, b) escalate to corparate, or c) drop VM altogether. Anyone else have any better ideas?
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Old April 10th, 2012, 10:27 AM   #95 (permalink)
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I escalated to a supervisor when I called for a replacement MT just to make sure that they weren't lying about the MT being out of stock and it didn't really do anything. Sup didn't sound anymore advised than the customer service guy.

Oh and my replacement refurbed MT, has the same charging port issue....wooh!

~Novak
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Old April 10th, 2012, 12:15 PM   #96 (permalink)
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I had to exchange a defective one (assorted random weirdness that my husband's Triumph wasn't having). I'd bought it at Target, so simply went there and told them I needed an exchange, and it went quite smoothly. Had to go through activation again, and I'd love to be able to remove the previous phone from Google Play's listing (which is not possible, so far as I can tell), but it otherwise went fine. The new phone even went smoothly on device insurance (the first one couldn't be set up for that for some alleged network issue reason).
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Old April 10th, 2012, 12:18 PM   #97 (permalink)
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2: the fact that you have to call an automated menu and deal with that for a couple minutes before you can talk to someone in person.
As far as automated menus, gethuman.com is your friend.
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Old April 10th, 2012, 12:23 PM   #98 (permalink)
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Originally Posted by Seanette View Post
I had to exchange a defective one (assorted random weirdness that my husband's Triumph wasn't having). I'd bought it at Target, so simply went there and told them I needed an exchange, and it went quite smoothly. Had to go through activation again, and I'd love to be able to remove the previous phone from Google Play's listing (which is not possible, so far as I can tell), but it otherwise went fine. The new phone even went smoothly on device insurance (the first one couldn't be set up for that for some alleged network issue reason).
go to https://play.google.com/store on a desktop computer then scroll down to the bottom. Click "My Orders & devices". Click the "Devices" tab. Uncheck it from the list and any other phone you may have that you don't want shown. Now only the phones you want will show.
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Old April 10th, 2012, 12:24 PM   #99 (permalink)
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That's absolutely terrible. :\ They'll still take it back, but it's shameful that they'd send you a Class D. The lowest class I've ever heard of someone recieving is a C.
(confused look) Triumphs come in different classes?
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Old April 12th, 2012, 01:05 AM   #100 (permalink)
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I escalated to a supervisor when I called for a replacement MT just to make sure that they weren't lying about the MT being out of stock and it didn't really do anything. Sup didn't sound anymore advised than the customer service guy.

Oh and my replacement refurbed MT, has the same charging port issue....wooh!

~Novak
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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