Motorola Mobility & Virgin Mobile Knowingly selling bad smart phones internet, Nationwide
0Author 0Consumer 0Employee/Owner
I purchased a Motorola Triumph in July 2011 along with service from Virgin Mobile USA (VMUSA) from a Best Buy store. Right from the beginning I noticed the GPS is not working and the phone's reception is poor. As time passed by I noticed other issues, such as bluetooth randomly disconnecting calls, very low volume over bluetooth earpiece or speaker, touchscreen randomly becoming unresponsive, 3G connectivity dropping randomly, light leakage at the bottom of the screen, blue tint on the screen. Thinking that it must be something with the phone I purchased, I replaced it under the 30 days Best Buy replacement period only to realize that the new phone had the same issues plus some more: random reboots, "sleep of death" where the phone would not come out of sleep, Wifi/3G would not reconnect after coming back from sleep mode. I contacted Motorola and Virgin Mobile and the answer was that they are not aware of any issues and I should return the phone and get a new one. Went to Best Buy and replaced the phone again. The 3rd phone seems to be a little bit better than the first two in that the GPS connects 60% of the time instead of 10% of the time but most other issues are present. I started actively looking online and found lots of people reporting the same exact issues on various forums such as howardforums and even Motorola's own support forum. On Motorola's own forum there's even a master thread with 25+ issues that have been confirmed and duplicated by the manufacturer. Come to find out that the aGPS module in this phone is present but not working and this is the main reason we're experiencing GPS issues. The phone is advertised on Motorola's website as having aGPS capability. Makes you wonder how did this phone passed quality control. After spending a lot of time chatting with other owners and asking Motorola to stand by their product and release a bug fix patch to resolve most of the issues with this phone we were told that they do not know if or when an update will be released and it's VMUSA's decision to do it. Motorola's own support employees admitted that Motorola commonly releases new phones on the market knowing full well they have issues. Of course they never disclose these issues to their customers. Motorola's position seems to be that the carrier, VMUSA in this case, is responsible for releasing a phone with known software problems and is also responsible to release software fixes. When contacting VMUSA over the phone and facebook page, they deny they have any knowledge of any issues with this phone and are asking customers to return the phone so they can send a refurbished one instead. Multiple customers complained of receiving "refurbished" phones with screen scratches or dead on arrival. I tried to post a negative review about this phone on VMUSA website multiple times, only to receive the following email after each submission: "Unfortunately, your review of Motorola Triumph didn't meet the guidelines for posting on our site. If you would like, please take a second to review our guidelines so you can revise your review and resubmit it." Other people experienced the same issue, their negative reviews have been denied posting on VMUSA website.
Four months later I am left with a $300 crippled phone and the feeling that I was intentionally mislead into purchasing a phone with known problems by both the manufacturer and carrier and neither are doing anything to resolve these issues.
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