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I ordered a replacement AT&T Nexus One on Monday 6/7 at 8:00 am.
I received no confirmation email, just one stating that my card had to be authorized, etc. The funds ($529) almost immediately went on hold from my account. I called immediately following the order, stating that I hadn't received a confirmation for the new device/shipping label for the defective device. She said "We're about to switch over our system, so I'll push it through manually. You should receive your Device and shipping label within 24 Hours". Great, I said.
This morning, I woke up and still nothing. No shipping label. I called again. Spoke to a different HTC rep. I told her I hadn't received the confirmation etc. She said the funds were awaiting authorization. I explained that they had been authorized, just not updated on there end. She checked and saw that, talked to a supervisor, and "pushed the order through". I should be "receiving the shipping label within 2-3 hours and the device within 24". Great, I said.
3 hours later, no shipping label. I called again. This time, I talked to a seemingly more savvy rep. He told me the same, the funds were awaiting authorization. I explained that this was the third time I was calling about this. He placed me on hold for a few minutes, came back on the line and said, once again, "I've pushed it through". I told him that the last two reps said the same, to no avail. He kindly placed me on hold again. When he came back, he said "I've given the order priority and escalated the situation. You should receive your device within the next 24 hours".
I REALLY wanted to believe him. I couldn't.
3 hours later, I called back and spoke with another rep. This gentleman was clearly a smart guy who had it together. I told him the situation. He reviewed the action taken by the last three reps and said "I just dealt with this same type of situation on my previous call". The real story came out.
Apparently, HTC/Google screwed the pooch.
They've "switched over to a new system", meaning everyone who purchased seemingly within the last week has been left in "Order Limbo". That's right folks, HTC has my money and my phone. Not only did they neglect to warn customers that they were making this switch, they also didn't notify their CSRs (customer service reps). This man actually called the texas corporate office to get to the bottom of the situation. He was extremely kind and helpful. He had told me about the previous customer who had ordered and not received. He was headed to Kuwait with the army. I told him my situation wasn't quite as dire, as I was just using an old, broken G1/Dream in the meantime. He snidely remarked "that sounds worse than Kuwait to me". I chuckled, but wanted to move on to the bad news.
He said it is totally out of his hands, he'll make the notes on my account. He explained that several orders were placed in this 'Limbo" period. They are apparently stuck in the "awaiting authorization" phase of the process. The must be MANUALLY PROCESSED by the Texas corporate office. He said they're begrudgingly giving him "24 hours or bust" till shipment. That means that not only will my $529 Nexus One not be delivered next day, it won't be delivered the next day, or the next day, or maybe even the next.
HTC, Google, I love you. Please don't screw this up any more. Please provide some sort of fix for the faithful customers. Your product rocks. Your service reps are extremely kind and attentive. Your system is, apparently, a mess right now.
I should not suffer because you have made the mistake of switching over your "system" and fudging dozens of orders.
My final rep said, jokingly, "No good thing comes without pain". I said, "I thought the $529 was the pain".
Please, HTC/Google, fix this, get me my phone, and then do something else on top of it to make me happy. This is to the point of frustration.
Figured this might clear things up for anyone experiencing the same. We can cry together.
Uh dude...they said to give them 24 hours. You gave them three after each call. At least you didn't get a defective phone after a long wait like I did. I'm down 1124 for the nexus one until htc processes the return of my defective one.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
Anyways, just wanted to give you some perspective on your situation. Good luck. Hope you enjoy the phone whenever you get it.
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Sent via the XDA Tapatalk App
You should call your bank to let them know that you're buying the phone and how much the total charge will be so they don't hold it up. Also, don't freak out so much. This happened to a lot of us, myself included, when the phone was released.
needmoregigs said:
Uh dude...they said to give them 24 hours. You gave them three after each call.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
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They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
chordmasta said:
They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
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If you're having a replacement sent out, why did you have to order a new one?
I chose the "We'll hold $529 from your account, send a new unit, you send the old, we diagnose and charge whatever, subtract that from the $529, and release the rest" method because I was told I'd get it a phone the quickest this way (within 24 hours). It's now been 52 hours and I just received the shipping label for my unit that needs repair. I was supposed to receive that within 24 hours as well.
Do you understand why this is all very frustrating? Communication has been 100% initiated by me, I have not been kept up to date, and only one rep has been transparent with me. Meanwhile, I'm Nexus-less.
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
civicdrivr said:
I sent my Nexus S in for a faulty rear speaker on August 25th. They received the phone on September 1st. On September 6th, the ticket was updated saying the phone was repaired. Then two days later, the ticket was placed on hold due to a part being on backorder (even though the phone was supposedly repaired two days prior).
I first called Samsung on September 20th to ask for an update. The representative said the ticket didn't have any updates and they opened an expedite ticket (but didn't provide me a ticket number) to get an answer from the repair center.
I called again on the 23rd. Same deal as the previous call. No update, expedite ticket opened, but no ticket number.
I called on September 27th asking for another update. No update in the ticket, but this representative actually gave me an expedite ticket number to reference.
I called today, October 3rd. Still no update on the status of the repair. I asked to be transferred to a manager. They transferred me to Executive Customer Relations. After spending 27 minutes on hold I finally got a hold of a representative by the name of Kevin. I asked how long does Samsung hold a phone in a repair status before they ship out a new unit to the customer. He told me Samsung doesn't do that since they don't stock phones at the repair facility (ok, but Im sure Samsung has other facilities that do stock phones - they are the manufacturer after all). He then put me on hold to get an update from the Dock Manager at the repair facility.
He came back after about 4 minutes on hold. He said the Dock Manager has no update from UPS as to when the shipment will arrive. I asked what part were they waiting for and he replied the rear speaker. They thought it was the wiring from the main board to the speaker and replaced that, but the phone still exhibited the same issues as when it first arrived.
I asked if - hypothetically - UPS still doesnt deliver the parts in, say, two weeks, what happens? He responded that a manager will make the decision at that point to replace the phone (but I thought Samsung doesn't replace phones??).
I asked who makes that decision to which he said a "higher up". They conveniently don't have a department name or a phone number because they don't deal with customers. He reiterated that they are waiting on UPS because they will be delivering it. He implied that UPS doesn't even have the parts in their possession yet, so who knows when they will actually be delivered.
I love my Nexus S and was seriously considering getting the Prime, but after this never-ending debacle, I highly doubt I will be purchasing another Samsung device. I'm angry at myself too, because I knew damn well that the speaker was the issue and saw replacements on eBay for under $30. I wanted to keep my warranty intact by having Samsung do the repair, which turned out to be a very bad idea.
Cliffs:
-Rear speaker died on Nexus S
-Sent in over a month ago
-Still no ETA for repair
-Samsung support is worthless
Anyone else have any issues with Samsung support?
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Wow that is just horrible, sorry to hear that I can't believe they won't send you a new phone that is insane.
I have to add, that the service reps were very nice throughout this, but the lack of information is frustrating.
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
uansari1 said:
You'd be surprised at how quickly they will get their act together when you start calling their various numbers and demand a resolution.. Over a month is unacceptable. You just have to be more vocal man.
Sent from my Nexus S using Tapatalk
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What numbers would you suggest? I have called 888-987-4357 as well as 800-522-7341. The teir 3 support number that is floating around online seems to be disconnected.
And no offense to the tier 1 and 2 reps, but they just aren't helping. They are polite, but no matter how many times I call, how many times I *****, they will not do a damn thing. Its always "I'm sorry sir, it's out of out control". I don't know how a company expects customers to be happy when their mantra is "please call back for more information" day after day after day. HTC doesn't do this to their customers.
Someone on another forum suggested I message a few Samsung reps directly through Twitter, which I will be doing once I get back onto my computer.
Sent by carrier pigeon
That's really rough dude. Fortunately it is not a problem I will have to endure because I voided the **** out of my warranty when I rooted.
Anyways I like to make sure to get ID numbers from anyone I talk to on any customer service. It just seems to keep people more accountable when they know the call is recorded and I know who they are. I dunno if it'll help in this situation tho. Seems like there's not much the reps can do if the manager says they're waiting on a part. The suggestions above are all valid, being more vocal and whatnot. That's probably your best bet.
Sent from my Nexus S using XDA App
It's for reasons like this that i try to keep my cell provider in the loop regarding repairs. Yes, it's a little more awkward dealing with them, but if you end up in a situation like this, then you have another fallback for getting a quick resolution.
I'm in a similar situation, i'm dealing with the search bug, so i'm sending it back and back again and again until i get 3-4 repairs in, then i can go to my provider and say "They can't fix this phone, I would like a different one" and if i'm lucky, by the time i get there, the Prime will be released, if not, i'll get a shinny new nexus S (or maybe the galaxy 2 with cyanogen)
For your current situation, the only thing i can recommend is tie up their people. One of my classic tricks is to "collect" people on the phone. Don't let the reps transfer you, make them conference and keep them on the phone for as long as you can. The upper people will be more careful on how they deal with you as to not give bad examples to the lower people. You are taking the lower people off the general queue, costing the company more money. The longer talk time will also draw the interest of the floor manager (different from a manager you would speak to on the phone) who will do whatever it takes to speed things up.
I once made a rep wait 1 hour on the phone with me cause his "manager" was in a 3 hour meeting that could not be disturbed. after 1/2 hour, he tried everything he could think of to get me off the phone, no avail. after 1 hour, they interrupted the meeting to get the manager on the phone.
Finally, no matter how frustrated you get, don't get rude, pissy or mean. Be firm but always be polite and proffessional.
Thank you for the tips. I called again around noon and requested to be transferred directly to Executive Customer Relations. I spoke with a gentleman named James. He was very polite, and in about 10 minutes of being on the phone with him, I was told I would get a tracking number by the end of the day. At 6:57EST, I received an email from the generic Samsung delivery service as well as James with the tracking number for a new device.
I must stress that the reps on the phone were really polite. I guess it's just Samsung that is making things difficult. I didn't have this problem with my TV, but that was about three years ago. Im going to have to think long and hard about buying another Samsung device.
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
kmmxracer said:
I'm about to go through a similar situation. I shipped my Nexus S in to a Samsung service center in Texas almost 2 weeks ago and received an email today saying my repair is on hold due to parts needing to be ordered.
My issue is a bit more complicated then a speaker but come on! I hate iPhones but st least if you have a issue with your phone, Apple gives you a refurbished one on the spot(RIP Steve).
I'm going to call Samsung tomorrow and see whats going on. I cant wait months!
Sent from my HTC Sensation Z710e using xda premium
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I've been hearing that a lot of people have not been getting their phones back in a timely manner. I was contacted by a Samsung employee on here, I pm'd you their screen name. Good luck.
Sent by carrier pigeon
Thanks I appreciate that
Sent from my HTC Sensation Z710e using xda premium
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
EraqEE said:
Samsung has the worst customer service I've ever seen. I live in Canada and their Canadian site only has the number for the American Customer Service centre.
I was put on hold for over 1/2 hour then told to call the Canadian customer service number.
When I called the Canadian number, the reps gave me the number of the wrong service centre so I had to call them again today and ask for a service centre close to my area.
I'm expecting a call tomorrow so I hope everything goes well. My problem is with a Samsung Dryer not a cellphone, but I've experienced the same problems before when I had to call about a cellphone issue.
Overall, they're completely useless but their products are usually solid so you don't have to call them so often!
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I had not problems finding their number on the Canadian site.
http://www.samsung.com/ca/info/contactus.html
Talking to tech support, i even got a direct number for their Montreal repair facility.
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
EraqEE said:
The number you see on their stupid website is the American number. The Canadian number is 1-888-899-7605
I tried the number you mentioned and some lady with a Southern accent answered and she told me they're based in the US. She then transferred me to the Canadian branch which has the number I posted above.
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I've called the number on the website 4-5 times without any issues. Maybe I'm just lucky.
Dude, that's extremely hard. However, because I lose my warranty when I rooted, I won't have to deal with this issue.
In any case, whenever I speak with a customer support representative, I want to be sure to collect their ID numbers. Just knowing that the call is being recorded and that I am aware of who is on the other end helps to make folks more responsible. But I'm not sure if it will be helpful in this case. If the management states that they are awaiting a part, it seems like the salespeople won't be able to do anything. All of the aforementioned recommendations, such as being more vocal, are sensible. Your best option is most likely that. If this is happening again and again the contact samsung customer service dubai or make a call on +97145864033.
This is sort of a long story. Sorry, I just had to put this in writing to get it off my chest, I am beyond frustrated with Verizon...
I bought a Galaxy 10.1 4G LTE from Verizon Wireless online back in July. I got and love the crap out of it. It is awesome. Then I got the dreaded newton rings, and read through the epic thread here on XDA and decided to get it fixed or replaced. I walked into a Verizon store (which are becoming more common that McDonald's around me) and told them my problem and asked for a replacement. This was 9/22/2011. He said since I ordered online they have to order the replacement online and I would have it in two business days. Great. I would rather have the thing right now, but I can deal with that.
Two days later, I get an empty brown cardboard box. I call Verizon 'customer care center' and they say to wait another day or two to get the new tab and put my old tab back in the box and ship it back. They at Verizon never want their customers without a device, so make sure to wait until you get the new one, then you have 10 days to return the old one. Okay.
Two days later, still no tab. I call Verizon again. Their system says the tab is on back order, and as soon as they get one in stock they will ship it out. Okay. Another week later, I call back, same response. Another week later I call back, same response. WTF? How can a product be on back order for that long if you are still selling them in the store?
Finally (11/4/2011) I called and wasn't going to buy their back ordered story, and the lady was pretty helpful. She kept me on the line and conferenced in someone from the technical center. This lady said in a condescending tone that I had the return box, why didn't I return it to them. They can't process a new tab until they get the old one. They have 700 of them in stock, I just need to send them my damaged one and they will ship out a replacement or repair it in 1 to 2 business days. She was kind of rude, like why did I wait this long. Whatever. I boxed up my tab and shipped it off to them on 11/7/2011. FedEx tracking confirms they receive it on 11/9/2011. Nice. Maybe by the end of the week I'll have my new tab.
Nothing. I call again on 11/16/2011. Customer care rep says hmm, they are showing back ordered. I said I've heard that one before, call tech support. She calls tech support. The lady at tech says that she sees they received my old tab, but there is no note or pending shipment for the new one. She will put that order in right away and overnight a new tab to me, so I will have it on 11/17. Good, finally I might get my tab by the end of this week.
Today, 11/18/2011. I get an empty cardboard box with instructions on how to ship my tab to them for repair. I call customer care. Hmm, system says they are back ordered. Call tech support. Tech support guy says, nope there are plenty of them in stock. He sees that the order was placed on 11/16, but has no idea why they haven't sent me a new tab yet. He is going to initiate an investigation, which could take a few days. He does send me his e-mail info and contact info for his supervisor, so now at least I have someone to call direct at tech support.
Almost two months since I first initiated the repair order, two weeks without my tab, and Verizon has no clue what is going on. Great. Maybe next week...
I should have bought the WiFi version.
May I suggest finding a better Vzw store to deal with. I work with the largest indirect VZW dealer and have helped 2 put 3 people swap there's with no issues. I really hate to hear the run around you are dealing with. I would be livid. Hope this is resolved soon for ya.
Sent from my DROID BIONIC using xda premium
Get in touch with me
I work as a consultant at Verizon Wireless, I forwarded your post to my boss, I will do my best to help you. Send me a private note and I'll be in touch.
Jim
Thanks for the replies and the help. The guy handling the investigation called on Friday night and said that his records showed that the replacement was shipped and delivered to my office. Since I was at home, I couldn't confirm that, but suspected it was the empty cardboard box I got. I checked this morning, and it was. The tech did send me his e-mail and his supervisors direct number, so I left a message with the supervisor and will keep trying to get this resolved! Everyone I talk to seems like they want to help, but nobody is quite sure how to get things done. They have different policies for the tablets than their phones, and nobody seems to know how to handle the tablets.
DMMCD -
Email sent to the parties involved, along with their boss. Hope it does something....
Jim
Thanks for helping, Jim. Yesterday there was a lot of back and forth e-mails between people within Verizon, which Jim was kind enough to keep me updated on. I did get a voice mail on my work phone from a tech support supervisor last night around 6:15 pm, but I just got the message this morning. I left him a message with the information he requested (tracking number for sending my old tab back, which I gave to two different tech support reps previously). Hopefully today brings resolution. It would be nice to have my tab for Thanksgiving holiday.
I would file a complaint through your State Attorney Generals website in regards to all of this. Then VZW's Consumer Government Affairs department will research the matter and are required to respond to your complaint and to the Attorney General.
Put a little heat on them. Get as many eyes on this as possible. That's absolutely ridiculous. Unfortunately, as with most companies, the CSR's are limited to notes and what's on an account. They can tell you things all day long and try to help you but they're limited to what's in front of them.
EDIT:
For Pennsylvania the State Atty General Consumer Complaints can be found here:
http://www.attorneygeneral.gov/complaints.aspx?id=451#
Here is the form you can submit the complaint with online:
http://www.attorneygeneral.gov/complaintforms/bcp_form.aspx
Again it's all just a suggestion, you're not penalized for doing it, it's your right as a consumer. You're not suing them, you're not taking them to court or anything. You're just making a formal complaint that they have to recognize and address, then they have to identify steps they took to resolve your situation to the Attorney General.
Hopefully it won't come to that, but we'll see...
I thought things would happen today, but so far this morning I have left two messages with a tech support supervisor, along with a message for a different supervisor yesterday, and e-mailed the original tech support rep with no replies at all. The only info I had that things were happening at all were from the e-mail traffic that Jim (tommydorsey) was kind enough to forward on to me.
I don't like being left in the dark. I would like a call from somebody, even if it is to say that no progress has been made. Why can't I just walk into a Verizon Wireless store and have them hand me a new tab? That would have ended this insanity two months ago, and I would be a very happy customer.
I ordered mine online and got an in-store replacement for the Newton's ring issue. And used the opportunity to upgrade it to the 32GB model. Their are allot of Verizon "Premium Retailers' that have are pretty poor in my experience. I stay away from them and only do business a with Verizon owned store. Those experiences have all been excellent.
The store I went to is a large Verizon owned retailer. It seems like a lot depends on the particular sales rep that you have the fortune of speaking with.
I did finally get a call back from the tech service rep. He said the warehouse claims they sent the Tab to me last week. We checked the tracking number, and I confirmed that what they thought was a Tab was actually an empty cardboard 'recovery' box with that tracking number on it. I offered to take a picture. So he is in communication with the warehouse to see why they sent a recovery box rather than a tablet. The saga continues.
Okay, I got a call from the tech supervisor around 5:45 pm who said "headquarters" shipped out a tab and I should get it tomorrow. I'm crossing my fingers and hoping that it is not another empty cardboard box...
dmmcd - I hope this works today. Fingers crossed.
Yey, I finally got something. Of course the name on the label was Don and I am Dan, so it was given to the wrong person in my company and I had to track it down. But I got a "new" tab.
Which bugs me a little, it is a "certified like-new replacement". I really hope I don't have any problems with it. I guess at this point I am happy to have anything. I also lost my screen protector when I sent my original tab back to them.
The screen is different than my original one, and has the SAMSUNG logo on the bottom of the screen. I hope it stays free of the newton rings.
A tech support supervisor texted me to make sure I got it. Still not really blown away by this customer service. It took over two months to get to this point, and the last 2 1/2 weeks I was without a tablet. The last week seemed like intense negotiations just to get anything out of them at all. Too much confusion within the company. I still think they should have honored my exchange at the physical store and avoided all this mess.
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Full story:
I'm a huge fan of Motorola phones. My first cell phone after High School was an old school Razr, and outside of a brief dalliance with a BlackBerry Storm (my first smartphone), every other phone I've had was made by Motorola. I got a Droid X soon after release in 2010, loved it, and replaced it 2.5 years later when it was showing it's age by getting a Razr Maxx HD on release day. Totally happy with the Razr Maxx HD... until it accidentally fell out of my pocket onto a rock in a parking lot and cracked the screen. Phone was totally functional still, including all portions of the touchscreen, but it had spiderweb cracks on it so I figured I'd get it fixed.
I was excited to see Motorola offers repair services for things not covered by the warranty. motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/91148/p/30%2C6720%2C8579/kw/ said it would only be $100 and they can do the lens replacement in (at MOST) 5 business days. It's such a routine repair that they had a separate price set up explicitly for it. So on Friday 04/19, I open a case, give them my credit card details, get an RMA number, and ship it via USPS the same day. I pay a few dollars extra to guarantee it gets there by Monday (4/21) morning (and to get tracking), figuring it should be repaired by that Friday (04/26) and I'd have it soon after that. Meanwhile, I reactive the almost 3 year old Droid X.
Then the problems start.
Monday, 04/22, USPS tracking confirms that the phone is received at 9:50am. I get an email from Motorola reminding me to send it in at 2:50pm, 5 hrs later. I figured it hadn't been processed yet. Tuesday (04/23) afternoon, I manage to check the status of my repair (with difficulty) at their website, and it shows it hasn't been received yet. Their website ( globalrepairtools.motorola.com/serviceandrepair/device/index/en-us/trackrepair/ ) has a LOT of problems, working extremely inconsistently, hanging in multiple browsers and sometimes even putting me through and showing me the status of a repair COMPLETELY unrelated to mine (even though I made sure to copy/paste my own RMA number). Wednesday (04/24), it still showed that my phone hadn't been received, so I called Motorola support (for the first time). After checked the tracking details, the representative confirmed it had been received, but had not yet been logged into the system, and said that the original 5 business day timeline was still likely going to happen. Friday (04/26), still no progress.
Monday 04/29, I call back, they note that according to their system the phone was received on 04/27, five days after it had been delivered, and that the 5 business day cycle actually only starts after it's logged into their system. I was assured that because they had records of talking to me on 04/23 and the phone had already been received then, they'd expedite the repair and I'd hear from them soon after with a tracking number for the shipment. Fast forward a couple of days with the same story (promise of an expedited shipment), on 05/03 I call back again and get told that, Lo and Behold, they were having some further "technical difficulties" at their repair facility but the phone should 100% be done by 05/08 (13 business days and 17 calendars days after it was initially received by Motorola), and I'd get expedited shipping from there. They said they'd send me a bluetooth headset for my trouble (something I don't particularly need). I emailed in a complaint to Motorola at this point, and whoever responded to the email simply said "I could see here that you already spoke with one of our agents from our Repair Team. They assured you that you will get your phone by May 08. We'll just have to take their word for it. I'm sure that they will expedite the repair from here. Our system is doing some updates that is why this happened."
Fine. 05/08 rolls around and I still haven't gotten any details... So I call back, pretty early that morning. They tell me (AGAIN!) that they had some problems at the repair facility and now have no ETA whatsoever when my phone might be done (they don't have any idea what's going on with it. My personal theory is they lost it), but they can send me a replacement Razr Maxx HD. I was OK with that option, but the rep says it will take 3-5 business days until I have the device, though he said it was more likely to be 3 than 5. That puts us at 05/15, right around when I had my family coming in for some big personal events, and I didn't want to be dealing with this then (and I wanted a phone with a functioning camera, while the one on my Droid X was broken).
05/10, I get an email that the order for my replacement Maxx HD was being processed. There was no tracking information in that email, though it did say there would be tracking information forthcoming. Now, for the bluetooth headset they mailed me the previous week, I got the email with the tracking # two days after the headset arrived, so I figured this would be a similar story so I should call in for a tracking # (so I could be home to meet the device when it arrived). Monday 05/13, call and there's no details. Still haven't received any email by Tuesday morning, 05/14 (4-5 business days after my conversation early on 05/08, depending on how you count it), so I call again to see if I could get a tracking number, and actually get a representative who says the phone is in a box at the warehouse ready to be picked up by FedEx. They say a tracking number would only be generated once it was picked up (which sounded strange to me). I call again near the end of business on Tuesday and get much the same story, where a second representative gives me the same story about it being in a box.
05/15 (5-6 business days after the replacement was ordered, 18 business days after Motorola received my original phone for repairs). The representative I get this time says there was some kind of mistake the previous day because of technical difficulties at the distribution warehouse and my order was in a status called "booking", but should be shipped within the next few days. I will admit I got angry at this point, but the agent assured me he had contacted the warehouse and it would only be a day or two till they got through the back orders. Note that at this point, they set some kind of flag so every time I call I start out at level 2 support. Which would be fine, except level 2 support has a minimum of a 35 minute hold time throughout the day, so I'd already practically memorized the entirety of Motorola's hold messages. The representative promises to call me back that day no matter what he hears from the warehouse people to give me an update. No call was ever received.
05/16 (25 calendar days after Motorola received my phone): I call again, get told that the phone was through "booking", was actually "picked", and was in a box and ready to be shipped that day. I call in between spending time with my family (who I see rarely) and different events I have to go to. I ask whether they actually talked to someone at the warehouse and got a confirmation that it would be shipped. That representative says she doesn't have any contact information for the distributor against an email address (say what?) but she'd be happy to send them (yet another!) email. She offers to escalate me to their "executive support", but it's already 4pm so they've gone home. I get a promise I'll get called back the next day.
05/17 AM: I call again, get told that it was still "picked", but would DEFINITELY ship that day. I ask if anyone has heard from the warehouse, the answer is no. I inquire as to possible Saturday delivery because it's getting dangerously close to when I'm actually leaving the state/country on a trip that I will need a phone for (because I've paid for a micro-SD card that I'll use abroad and it's my only planned way to keep in touch with my responsibilities back home), and get told by the representative it's probably not possible but I'll definitely get a call back later that day. I have some events planned that evening where I can't touch my phone, so he says he'll leave a VM or an email with details of any updates.
05/17 PM: I get a call from Motorola somewhere around 6pm and they leave a voice mail saying they saw I talked to someone that day already so they don't have anything to add. (say what?) Then I get an email from Motorola that has one word in the subject (HOTDELAY), and it basically says "please call us" and a different number than the one I'd been calling. So I call that number as soon as I'm able, get through to a supervisor for the repair team. Oh my, apparently the distributers warehouse was having further technical difficulties! Amazingly, that phone that I had been assured four (or was it five?) separate times would be shipping "that day" all week, wasn't actually in stock! They won't be able to ship me a phone until late June at the earliest. Needless to say, I flip out, saying that's completely unacceptable. So the supervisor says she'll call corporate and get back to me on Monday (05/20), since they'd already gone home and wouldn't be in on the weekend. She promises she'd call me by 1pm on Monday.
05/20 early PM: Wow. Supervisor actually manages to call me back around 1230pm and gives me the offer that Motorola will give me a Droid 2 as a loaner phone until they get the Razr Maxx HD back in stock. That's right. Not a Droid 4. Or a Droid 3. Or a Droid 2 Global. But the phone that is FOUR MODELS out of date and as old as my Droid X. Needless to say, I tell her that that is not an acceptable option, and the only thing that I'd accept at this point is for Motorola to reimburse me in full for the cost of a phone. She says she'd look into it.
05/20 later PM: I get a call back from the supervisor. Corporate has agreed to reimburse me for a phone. Hallelujah! I ask a few questions. It goes like this: "Will they reimburse me for the full value of the phone?" "Yes." "Will I be reimbursed all taxes and fees?" "Yes, of course, we will reimburse you all taxes". I should have gotten details of all this in writing, but I didn't think of it. I almost cry from joy to finally get this resolved. I go to Best Buy (because they don't have a charge to return phones and at this point, I'm skeptical until the check is sent) buy a phone for full price (because I obviously don't have an upgrade available for myself yet), fax them the receipt with my case number, name, and address written on it, and move on my merry way. I figure I'll call them later the next day to make sure the fax was received and the reimbursement is being processed. I was so excited because I was leaving for my multi state/country traveling on 05/22, and I was relieved to get this huge monkey off my back.
05/21 (the 1 month "anniversary" of Motorola receiving my phone): I get a phone call back from supervisor lady. She is incredulous that I somehow thought they'd reimburse me for a brand new full priced device. Apparently she meant they'd only reimburse me for the purchase price of the original device, so they want my receipt back from October and will only reimburse me for $250 (and for none of the VZW subsidy that I got by signing a new 2 year contract). I can only respond that I never agreed to such an absurd deal and that there is absolutely no way I'd accept 1/3 of the value of the phone that I sent in to be repaired as reimbursement. She says that's the maximum they'd consider reimbursing me, and that me buying a replacement phone myself was my own problem and that I should return it. I request to speak to her supervisor and eventually get forwarded to their corporate consumer advocacy office. Talk to someone from consumer advocacy who says they'd look in to see what they could do for me and we'd talk again later that afternoon.
05/21 PM: Individual from consumer advocacy calls me back. Says there is no way anyone would ever agree to reimburse me the full value of a replacement device, just the subsidized price I paid once. He acknowledges that the device is valued at much higher than that and that I only got that price through a subsidy I (for all intents and purposes) pay back through the contract I'm still liable for, but he says that is irrelevant for their purposes. I tried to escalate to an even higher level of support and get this resolved, but he refused, saying there is no one higher and that I had to take what he offered or leave it. When inquiring about another option (compared to getting reimbursed a fraction of the cost of the device), he changed the story regarding their stock of phones once again and says more will be in stock on 05/22. He also personally guaranteed that mine would be the first one out the door from that shipment. When I said I didn't believe him, he said that given my case history he wouldn't believe himself either, but I had no other choices. He said they'd ship it to where I would be on 05/22-05/23. After numerous complaints from me about the absolutely abhorrent service so far, he (begrudgingly) attempts to offer me another bluetooth headset. After my frank refusal of that, he finally offers to ship me a $100 google play card. All this time, he just patronizes me with "I understand your frustration", and no real apology on behalf of Motorola.
05/22: I get a call back from consumer advocacy. It turns out that no, in fact, there was no stock that came in that day. They offer to send me a Razr M until they can get more HD MAXXs sometime later the following month. I refused, and say (again) that the only option I'll accept at this point was reimbursement for a replacement device, because it's been a month and I'm leaving the country for a few weeks and don't want to deal with this. He says it's not possible. I ask who could make it possible and get told this is a policy of their finance department. He refuses to let me speak to the finance department, but puts me on hold and (lo and behold!) he says that he spoke with them and got approval to send me a check to reimburse me for the replacement. But because they're paying the full amount, I will not get a $100 google play card for my trouble or any other reimbursement. I should be thankful that they deign to pay me back for the device I sent them (and they lost somewhere). I make sure to get this offer sent to me in writing later that day.
05/30: They mail the check. Only took a week. I was amazed. I got it a few days later.
Lessons learned: NEVER utilize Motorola for any kind of repair services. A repair that I could have easily done in 30 seconds (if I could have reasonably gotten ahold of the part without having it shipped from Hong Kong over a period of 2+ weeks) was not only never completed, but ballooned into a whole saga.
I've considered filing a complaint with the Better Business Bureau, but I don't think they could do anything. I don't know what else I can do, so I'm also spreading the story to all the forums I know so people can be warned to not use their repair services. Would have done it earlier but I had the international travel and then a whole bunch of work to do when I got back.
Legal action for my time (I estimate I spent >20 hrs on hold/talking to Motorola) wouldn't be worth it, given that any attorney would charge more per hour than Motorola would ever offer me. To be honest, I'd have been satisfied if they had ever offered me a sincere apology, an honest update on the situation, or maybe even that (paltry) $100 that they had considered offering me but in the end took the offer back. I was over a month without a normally functioning smartphone.Instead, all I got was patronization, dishonesty that I'd get a phone back "soon", and a bluetooth headset.
If any of you are stuck down the motorola black hole, the biggest advice I can give is to call the consumer advocacy office. Insist you be transfered up there if you have to. They are also less than honest and less than useful, but they seemed to at least be able to contact the people that could do something. If they tell you something is not possible, don't trust them. Insist to find out who can make it possible, because it probably is. I'd post the number myself, but I don't know how much I'm allowed to.
Yup, this is exactly why I try to repair stuff myself instead of sending it in.
But thanks for sharing.
That's why I get the best buy warranty. 10 bucks a month but this is my 3rd phone. Each one has been free and taken no longer then a week.
Sent from my PACMAN MATRIX HD MAXX
That's why I take care of my electronics.
Not our finest hour...
Raryn said:
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Really sorry to hear it. We (Motorola Support) are just recovering from a rough patch in repair, and looks like you had one of the worst experiences. It's not typical of our performance and we are working hard to get 100 percent back to our quoted turnaround time.
Again, sorry you had such a crummy experience.
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I was going to say I've read elsewhere of delayed repair times.
I am utterly shocked and devastated they were only willing to reimburse you for the subsidised amount! Who says you have an upgrade or access to one?!!
I am even scared to write about screen issues. My insurance company has a hard enough time keeping my model in stock and I can't afford to have $700+ temporarily out of commission.
Legal action... Maybe small claims court?
I would always remember never count on anyone for anything. You're bound to be let down and stressed. I can tell by the girth of your story you mean what you say.
It looks like Motorola read this. I'm shocked they didn't send you a free accessory or something to help compensate you.
I love this phone and its battery life and laugh every time my friends are tethered to an outlet. But all in all its just a cell phone and luckily you were even offered a loaner to begin with.
Fortunately this is not a story we hear every day and hopefully some xda members will chime in with their positive experiences.
Motorola please port webtop to this device!
Sent from my DROID RAZR MAXX HD
That is by far the worst experience I have heard of so far, and by all means if the customer has paid for the device and can prove so, should be entitled to a full refund or at least give the original phone back so the person can find other less stressful means of repair. That is simply unacceptable and Motorola should be held fully accountable if they are going to brand their name on anything. This story makes me upset even gees.
Razr HD
Eclipse V 1.3
Who said you were guaranteed to get it back in 5 days? Their website says 7-10 days after receiving it.
My experience with Moto service was OK. Not great. Just OK. I did get it back quick, 5 business days in fact. Their website and tracking are a pathetic joke for sure.
Like you, USPS indicated that my phone had been delivered but their system didnt show it. I contacted them and they gave me the same spill about the system having problems. I can accept that software systems can have problems sometimes so I wasn't to upset. I figured id give it a few days.
A few days passed and my phone still showed it hadn't been received. I called them and made sure (in a very respectful way) that i was very unhappy that they were having problems. They escalated my case and i talked to a new person. The new person gave me about the same explanation as the first person but assured me they would have it to me a max of 10 days from receiving it. Frustrated I accepted their excuse.
The next day it sowed as received in their system and that they were repairing it.
Two days later it showed as shipped. Funny thing was the "Shipped", emphasis on the "-ED", was for that day at like 1:00 pm. I got the notification that it had "shipped" like at 8:00 am. In addition to the fake ship date there was "NO TRACKING". I was thinking that those as shats marked it as shipped to appease me.
I was about ready to call them again but gave them a chance to make good. Then the next day it showed up all nice and shiny.
They did a good job repairing it. They replaced the whole frame, not just the glass. I know because there was a noticeable scuff on the top right corner that is no longer there.
This was actually for my sisters phone. She borrowed mine because here work requires here to have a phone. Anyway, she might not get it back. :cyclops: Ive quite enjoyed it the last few days.
That's horrible!
Good thing I saw this, I'll keep your experience in mind for if I ever need to get anything on my phone repaired. I can't believe you went through that much trouble. I quite am disappointed with Motorola at this moment.
DIY Motorola Repairs
My company, Simple Phone Trade, specializes in Moto repairs. If anyone else breaks a Moto device send me a message if you want a link to our manuals (XDA won't let me post URLs yet) or need direction with parts and tools.
We don't sell parts or tools and are unbiased/agnostic concerning wholesalers (not to mention experienced and knowledgeable).
Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?
Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.
_MetalHead_ said:
Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.
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Yes that's why I tell people if YOU can try buying your products in stores with cash. That way any issue or you not liking the product you get will either get a swap right then and there and you can check it before you walk out the store or get your money back right then and there boom done deal...
5-10 business days is the standard time limit for a card transaction refund to get processed through the provider, IIRC. You could well get the refund in less time.
You'll be very lucky if you do get it in 5-10 business days. When I ordered my first one, I got it for ATT by mistake and it took a month and a half to get my money back from Motorola. There are tons of stories on how bad their $$ department is. I just finally got mine from ATT and called it a day.
samomamo said:
Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?
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Let me know how it goes for you! They received my Moto X December 15th and I still haven't been refunded. After talking to multiple people I have heard different stories. Someone said Moto Can't refund me since I didn't buy the phone from them (I did). Another said they refunded me already, supposedly before I even STARTED the process. Today a manager said that they already did everything on there end and it was Motorola credit who needs to refund me now, but after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
I love Moto products, but I will never buy anything from the website again, its all local or Amazon for me now.
if you ship anything back to Motorola, you can hand it to a Fedex/kinko's employee to get a receipt with a tracking number. You'd be a fool not to do this. if i'd skipped that step i'd be screwed right now. Here's why:
i called motorola on the 2nd of january to ask if i could wait until my second replacement phone arrived (on the 3rd) to ship them both back at once. they said this would me fine and that i had nothing to worry about.
then i recieved this email on the 6th.
>>
Dear [removed by me],
Your malfunctioning phone still has not arrived at our Moto Care service center.Please use the pre-paid label that arrived with your replacement phone and ship back to us ASAP to avoid being charged for the replacement phone.This is the final reminder before you're charged the amount of the your security deposit + applicable taxes. If you're having trouble sendingyour phone, please contact us at (800) 734-5870 Monday- Friday from 7AM-10PM, Saturday- Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
Note: A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above.
<<
so i called, and in my case i had returned two phones, so i gave them two tracking numbers. the lady informed me that my phones were both received on the 5th and that the email was a mistake and i would not be charged.
-but then on the 11th, i received this:
>>
Dear [removed by me],
Hello. Since we did not receive your malfunctioning phone at our Moto Care service center within the allowable time period,You will see this charge on an upcoming credit card statement. Please do not attempt to return your malfunctioning phone at this time.If you have any questions please give us a call at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above
<<
there was no amount on the email, it just said i "will see this charge".
so angry, i called back to get an idiot that couldn't understand english, said "what" constantly and made me repeat everything to the point that the people around me could not stop laughing... so i hung up and called back. the second guy was much better. definately Indian, but that's fine as long as we can understand each other. he said Motorola had one of my two returned Moto x 2014's marked as a Moto G. He corrected that for me and then yesterday, the 12th, i received this email, twice:
>>
Dear [removed by me],
Good news! Your device has arrived safely and is in our hands. We hope you are enjoying your replacement device.
If you need any help or have questions, give us a call. We're standing by at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number : [removed by me]
Motorola Tracking Number (RMA) : [removed by me]
Best Regards,
Your Moto Care Team
Note - A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided.
<<
my credit card statement is a weird mix of motorola charges and refunds right now.
01/13/2015 MOTOROLA MOBILITY LLC Merchandise -$696.88
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/12/2015 MOTOROLA MOBILITY LLC Merchandise $546.25
^all those show as pending, and I'm still waiting to see how this plays out. something will change. the way that reads i've only been charged $121 total for the two replacements.
without that tracking number though, i'd be in a world of hurt since they mislabeled my returned phone as a moto G.
---------- Post added at 09:07 PM ---------- Previous post was at 08:54 PM ----------
draco259 said:
They received my Moto X December 15th and I still haven't been refunded........after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
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you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.
rob342 said:
you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.
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I would, but it is through their credit service, so they don't seem to crazy about doing anything on their end. As of now I have not made any payments on it though, and informed them that I wont, since I haven't had the phone in my hand since the first week of December. They now admit that they have the phone, but still wont tell me anything about the status of the return.
I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).
Mes3 said:
I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).
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might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***
2003vstrom said:
might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***
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The lady on the phone when I did the RMA said it could take 3-4 weeks. I talked to an agent online and they said it was already processed. Buuuut no refund has been posted. So, who knows. Its hard to believe their CS is this terrible/slow.
I think people can be passive in till it happens to them then let the flames post fly!
For me to be able to order a great phone, design it on Moto Maker, wait with excitement and in a week have a great phone and a pretty amazing customer experience!
But for me I was sent 2 phone instead of one so I had to return one and then I had a screen glass break a few weeks later and they made a new Moto X then I had to return the broken one. Both returns just as bad as the other.
What is frustrating is you dealing with a state of the art process on the design, build and buy process. But the return, customer support return process is a mess.
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
When I get to other departments in US I am treated OK and follow up is good.
Motorola cant learn from Amazon! Had a return and Amazon had a UPS driver to my house next day with a return label ready, advance the credit before they even got the item back and follow up one they have the item.
Take care of your customers and the customers stay loyal to the brand.
That is why Amazon is Amazon.
T&C said:
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
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This is so true. I had to do an exchange of a device I purchased with a Cyber Monday code due to a leather back adhesive issue. First the Indian rep told me the return policy was 14 business days, which of course it is not. Then she insisted there was no way to do an exchange for the same price since the code had expired. I pointed out on their website they have the instructions for a secured exchange but she said it would not work because of the code.
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
T&C said:
When I get to other departments in US I am treated OK and follow up is good.
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Yeah, you have to ask to be transferred to the US reps.
JulesJam said:
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
Yeah, you have to ask to be transferred to the US reps.
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i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
if its not on the script that they read they do not know what to do.
gammite said:
i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
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Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.
JulesJam said:
Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.
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my 85th call to customer care just was answered by a white lady in wisconsin. she was very nice and easy to deal with.
but back to reality.. i can't even begin to explain how much i hate calling these people. now that i've finally been emailed that i'll be credited, it's for the wrong amount.
they say 3-5 days to get my money back, now 7 days later, they send me this:
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 409.69 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
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that WOULD be great, but they dont need to refund me $409. they owe me $546. not to mention that's 546 i just paid interest on because my credit card statement was issued on the 28th. and i've been arguing about this since december now.
i'm like the easiest going happy go lucky care free person you'll ever meet, unless you're like these mototards. next time i break a phone i'm buying a screen online and fixing it myself. i don't even care if it costs more than having them fix it. it'll be faster and far less effort than dealing with these people.
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.
rob342 said:
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.
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My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.
JulesJam said:
My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.
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well I must admit, i'm a bit jealous.
i received this email today, and now i dont know if im getting the $406, or the $136, or hopefully both, as that's the amount they owe me. if they can't figure it out by friday i'm just calling capital one to get my money refunded. i LOVE the phone, but definitely not the customer service. i've wasted hours on a simple credit that was supposed to happen automatically.
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 136.56 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
Thank you for contacting Motorola and have a wonderful day!
Sincerely,
xxxxx
Order Administration Liaison
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-which was their response to my telling them that the refund amount they listed is wrong in my message below
>>>>
Customer By Email (Robert xxxxxxx) 01/31/2015 05:26 PM
Hello xxxx.
I’ve already been charged 136.56 twice, which is correct since I have returned two broken phones.
The other charge of $546.25 is what the refund amount should be. $546.25, not $409.69.
If you only refund the 409, that would mean I paid the 136.56 three times instead of twice.
I have included a screenshot of my capital one statement so you can see the three charges that have posted to my credit card account.
please let me know if you need any additional
information from me.
sincerely,
robert xxxxxxx
708.xxxxxxxx
==================== image File Attachment ====================
Capture2.JPG, 98249 bytes, Added to incident
i took it up with my credit card company now. it's been over a month and a half trying to deal with motorola. my credit card company thanked me for my detailed record keeping and i got my refund instantly. i kinda feel like a **** because i REALLY LIKE motorola, but in the end it's my money they're playing games with. i'm nice, but im not a fool. i'm not going to pay interest on $546 two months in a row. they also refunded the $19 interest charge.
again this all started because they mistakingly marked my returned bamboo moto x as a moto g. ever since i been getting passed around from department to department.