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Unsatisfied customer, Motorola Photon Bluetooth Doesn't Stay Synced, Sprint nor Motorola Will help....

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Journeyman

Unsatisfied customer, Motorola Photon Bluetooth Doesn't Stay Synced, Sprint nor Motorola Will help....

I am posting this in hopes that maybe sprint will change their minds and help me. I have contacted motorola and sprint, for help with my motorola photon. Whenever i sync my photon to a bluetooth device, it works for like 10 to 20 minutes and then stops. The bluetooth link is there, it says its connected and paired but no audio is being transfered. I've had my account for over two years and even brought my wife from tmobile to sprint. Then to make matters worse, i extended my contract and convinced my wife to take a photon. So not only is it not just my photon but the problem is also with my wifes to. Ive gone into sprint stores, and asked for help, and all they do is factory reset my device and send me out the door. Im tired of being ignored. This is ridiculous service. I googled motorola photon bluetooth doesnt stay synced, and there are hundreds of other photon users who are also having this exact problem. Neither sprint nor motorola will admit there is a problem. I want help, i dont think its fair that every month i get a bill thats close to $150.00 and im stuck with a phone with a defect. Im on the verge of paying out, ive even asked sprint to send me another device of a non equal value. a device that isnt worth the same amount my photon is worth and they wont even help with that. I went from a Samsung Epic 4g, the best phone ive ever had to this Motorola Photon. If anyone from sprint is reading this, understand i actually like sprint. Im a customer who doesnt mind paying my bill because i like my wireless provider. My question to sprint is, Why wont you make this right? Clearly ive never missed a payment, ive even brought my wife onboard. Why am i being treated this way? If the phone works so well why not take it back and give me another device? I wont sit down any longer. I dont even see the point of logging in on my google account anymore. Everytime i ask for help they factory reset my phone. IS THIS RIGHT? Im asking and pleading with you sprint, make this right! PLEASE just help me..Ive done all the updates, i have no apps installed, its factory all factory....AND NO ITS NOT JUST MY PHONE, ITS MY WIFES TO! so please dont respond telling me to power cycle or factory reset, thats just not a solution, thats a cop out.

36 REPLIES 36
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Journeyman

I agree with marreroe1985 here - I paid a significant amount of money for a phone and service on that phone that included the ability to use Bluetooth devices.  It may be useful to support to know that this issue is not occurring on mod-d phones as that may help point to a software/OS issue rather than a hardware one, but it is still a support issue.  Paid customer services are not being delivered.

To follow up on another point you brought up though, I have been running Lookout since the first month I started using my phone, and it has never reported any issues.

Why is Sprint not servicing their customers?

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Journeyman

I'm having this same BT issue but trying to utilize my new Liveview from Sony.  It's apparent that my Liveview is always trying to pair with my phone every 10 minutes.  After looking, the phone has its own built in task manager/killer but I have disabled this for my app.  I have also made different adjustments so now my BT connections have been stable but still not 100%.  The fix needs to go in as I've been a loyal customer 10+ years.

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Journeyman

I am having the same problem also.  I just purchased a new bluetooth thinking that it was the old one that caused the problems.  I have been trying to get the new one to work all day.  It pairs and says it is connected but no audio, only a click when the call is made.  I tried changing the battery mode like someone else said to do.  I do get the command and the audio is working but there is so much static I can barely hear anything.  So it is partially working but not to the point that I can use it.  I purchased my phone at Best Buy.  With the older bluetooth I took it to the store and they were able to get it to work right away.  It worked for awahile then quit.  I might try going there tomorrow again and see what happens.  Before I got a smartphone my old bluetooth worked great with my Rumor Touch.  I had no problems whatsoever.  I was on a chat with Motorola today and of course they can't fix it.  They said to take back the bluetooth but now I see that it is the phone itself.  So now how long do we have to wait until Sprint comes out with a fix?  This is absolutely ridiculous!

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Journeyman

Update - Opened a support ticket and they sent me to a Sprint repair store.  The technician there ran diagnostics, found two corrupted bluetooth files, and reloaded the entire phone.  After my contacts finished reloading, I tried the phone with no extra programs, and the current base install - Same problem.

To me this says it is either a physical problem with the phone, or an issue with the current OS software load.

Now, I have to take it back in, they'll run diagnostics (Slate?) again, and order a new phone if that seems appropriate.

Has anyone else replaced their phone?  If so, has this made a difference?

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Journeyman

Update also - I went to Best Buy Sunday.  The manager there hooked my bluetooth up to her phone and it worked fine.  When she tried it on my Photon there was nothing but static.  So the Photon is definitely the problem.  They wanted to send my phone in (5 weeks old) and send me back a refurbished phone.  They also were going to give me a loaner phone to use while mine was sent out.  I said no because that phone would do the same thing.  Also bought a new phone, not a refurbished one.  Then I called Sprint.  They set me up with a ticket.  I called the store before I went and explained the situation.  I told her where to find the Community and read everything on there about the bluetooth problem.  I called Motorola yesterday.  They had me do a factory reset which didn't help at all.  They wanted me to send the phone back to them so they can test it.  Once again I said no.  This could take up to 3 weeks and I am without a phone.  I again called Sprint after that.  They set me up with another ticket.  So I went to the Sprint store today.  The girl there was the one I talked to yesterday.  She had read everything on the Community and agreed that there was nothing she could do and more than likely if I got another Photon it would do the same thing.  I called Motorola back today and spoke with a manager.  I am waiting for a call back from him.  He is supposed to check and see when the next update will be coming out.  He was supposed to call back several hours ago.  I really don't expect a call back.  Also Sprint was supposed to follow back today and they haven't called either.  There is nothing else to do other than wait until an update comes out.  This is extremely frustrating.  I wish I would have done more research on the phone and should have waited out the last year of my contract with my Rumor Touch and then gone with another company.  I have been with Sprint for many years and this is what you get.  Sprint and Motorola are passing the buck on each other and we are left out in the cold.

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Journeyman

I have had my photon for 3 months the worst phone i have ever had in my life . i am a 10 year sprint customer, I am missing alerts 5 to 10 a day. 3 calls and 2 hours on phone with motorola, 4 store visits to sprint, 2 calls to customer service, 1 live chat with sprint customer service, followed by 2 emails to sprint customer service. No solution yet........ MY SOLUTION???? I am going to AT&T

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Journeyman

I got this phone like a little over a year ago. Thought it was awesome at the store. Then within the first 4 days, I was on my 3rd phone. BestBuy just kept replacing it with a new one, un-used. When i got the phone, there were oh so many more issues with it. It would just randomly re-boot, then sometimes it would just freeze, and I would have to pull the battery. Then I had issues with the last phone, having those two issues plus it would just mute during a phone call. I started getting worried, that these things wouldn't be resolved, so I just traded it in for a Nexus 4G within my first week. After reading these, I'm glad i did. 

But, i do want to point out, that it is more of a software issue with motorla causing this phones issues. Because, the slew of problems that existed when i tried this phone, were for the most part fixed with their software updates. Moto dropped the ball on this phone.

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Journeyman

Urg!!! I'm having So many problems with this phone it's unbelievable. I had five evo 4g's and sprint was no help so I went and got the photon. On the outside, it appears to be a top tier phone from sprint and they would stay up to date with bug fixes and whatnot. Boy have I been wrong. I haven't seen a single update to fix any of the problems with this phone. Then to bring things to a head, my photon got stuck on the Motorola boot screen and will not start up. I took it to sprint and instead of leaving the store with a working phone (while I'm 6 hours away from home at school) I'm stuck using a map from the gas station while I wait for them to send me another phone that I'm sure will be horrible to deal with after the second day with it.

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Journeyman

So I assume no one has found a solution to this yet?  I don't have it as bad as some on this board, it seems I can normally do1 thing with bluetooth connected, either music, navigation or calls.  But if i am using the phone for navigation or music and a call comes in it switches to the call and either drops bluetooth or the call works, but when it tries to return to the music/navigation the bluetooth drops then.

Also if i use something like vlingo or car homeultra to control the navigation or music, then it will randomly drop.  If i play it directly from the navigation program i dont have it drop (until i get a call)

Really frustrated with this phone.

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Journeyman

Okay, after having the phone re-imaged and deleting the previous Bluetooth profile from my car radio, I am back to the beginning levels of functionality.  It appears that whatever is wrong corrupts the afore-mentioned "two files" on the phone that have something to do wth Bluetooth.

Also, Volkswagen has confirmed that the Photon 4G is not on their list of compatible phones for their car audio system.

In Sprint's favor, I was told that I would need to remove the car's profile, but I was unable because I didn't realize that you had to have another phone attached by Bluetooth in order to see the menus that would let you remove another phone profile.  (A glaring mistake in what has otherwise been impressive thought and planning on VW's part.)

So, hopefully if someone else is having a similar problem, they can perhaps find out what two files those are, and just get those fixed without having to have the entire phone re-imaged.

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Journeyman

Really?!?  That is the stand you take.  Don't use caps?  Give me a break.  Take some responsibility and fix the issue.  We pay good money for these phone being told they work!!!!  It is a known issue.  You guys are absolutely ridiculous and are going to lose every Photon customer because of your blatent disregard to stand by your product.  You guys are completely ridiculous, inept, and crooks!

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Journeyman

Agreed.  Sprint's service has gone down the crapper.  I have experienced the same issue and all they want to do is trade me out for the same phone and then wait for Motorola to come out with an update to fix the problem.  They are taking completely no responsibility.  They wanted to trade me out for a Hero!  Really? Yeah, let's buy a Mercedes that has all kinds of problems and get me a 5 year old Corolla.   Yeah that makes a whole lot of sense.  Idiots!

marreroe1985 wrote:

ive tried that before, it helps, but the problem is intermitten, sometimes it works, sometimes it doesnt. Its hard to reproduce the problem when the tech support keeps telling me to factory reset my phone. Im not even going to bother anymore. I contacted sprint, and i told them me and my wife have the exact same problems.Its either they swap out our phones or im paying the etf. Im not willing to tolerate this [..]anymore. Ive been a loyal customers for years now. After all these years of collecting money from me, you would think they would say....Gee this guy has never had a problem till he upgraded his phone to the motorola photon, since he's been having problems with this phone from day 1, maybe we can just swap it out for him. Im suppossed to get a phone call on tuesday from a manager. The rep told me maybe they can give me my 2 year upgrade early. I dont want a 2 year upgrade, i just want a working phone. I should have never given up my samsung epic 4g. That phone was the best phone ive ever had!!!! If this phone is so great, sprint, why dont you take it back and give me a different phone. Here's a thought, just swap my photon 4g for the epic 4g without making me extend my contract!!!!

Message was edited by: mapesy

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