Help Motorola Triumph Replacement Phone Experiences

Spida90 · Mar 23, 2012

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?

Xerpocalypse · Mar 23, 2012

Spida90 said:
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.

Spida90 · Mar 23, 2012

Xerpocalypse said:
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?

novak921 · Mar 23, 2012

lifeblows10 said:
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

Xerpocalypse · Mar 24, 2012

Spida90 said:
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.

iProxy · Mar 27, 2012

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.

OverByter · Mar 27, 2012

iProxy said:
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.

Xerpocalypse · Mar 27, 2012

iProxy said:
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.

leonard26 · Mar 27, 2012

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.

iProxy · Mar 28, 2012

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

dalem50 · Mar 28, 2012

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.

novak921 · Mar 30, 2012

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

OverByter · Mar 30, 2012

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.

bobloadmire · Mar 30, 2012

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.

Xerpocalypse · Mar 31, 2012

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.

Gdibig · Apr 1, 2012

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! :rolleyes:

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.

OverByter · Apr 1, 2012

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.

Marialle · Apr 1, 2012

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...

sounreal · Apr 1, 2012

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...

Cause maybe you need to say that it will not charge and the touch screen does not work.

agentc13 · Apr 1, 2012

sounreal said:
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.

sounreal · Apr 2, 2012

agentc13 said:
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.

agentc13 · Apr 2, 2012

sounreal said:
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.)

Gdibig · Apr 2, 2012

sounreal said:
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! :mad:

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!

Marialle · Apr 2, 2012

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.

marc12868 · Apr 2, 2012

Gdibig said:
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!

Marialle said:
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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