Database Users

Motorola Customer Support ROCKS!!!!

Just wanted to make people aware of this great service I got.
Called Motorola told them I rooted my Xyboard and messed up the system files by altering Build.prop and now it won't boot. Was completely honest about everything.
Overnight they mailed me an empty FedEx box with a label to ship my tablet to them. It was already pre-paid for overnight shipping to them!
They repaired it in one day and I just checked my RMA status right now on their site and it says that they have already shipped it overnight back to me and the Tracking number included says I should have my tablet back tomorrow by 3 pm!
They never once asked for my credit card information or any sort of payment!
Thats some awesome service!!!

two thumbs up

They probably didn't have a lot going on at that moment.
Sent from my coffee pot.

At least they are doing something right...
Sent from my XOOM 2 ME using Tapatalk 2

TheSkinnyDrummer said:
They probably didn't have a lot going on at that moment.
Sent from my coffee pot.
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I am wondering if your three thousand. Plus post in a few months is as helpful as this one. Bla bla bla bla..

Well that was nice from motorola, but the the real problems happens outside US. US customers are safe on this.
Tapatalked from the Jesus Phone HD2

I have to say you must have been lucky, I bricked my Xoom and couldn't unroot it via adb. Motorola charged me £40 just to unroot and reflash it with the ****ty honeycomb from that it came with as stock. Plus whenever I have asked them about when the UK Xoom would receive ics they point blank weren't interested.
Sent from my MZ601 using xda premium

tumpy said:
I am wondering if your three thousand. Plus post in a few months is as helpful as this one. Bla bla bla bla..
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I don't have 920+ thanks for intentionally pissing people off. Lighten up.
Sent from my coffee pot.

Good to hear positive feedback here! Thanks for sharing!

Yep. I had an issue with my sim slot in my VZW LTE Xoom. I opened a ticket on Monday morning, received FedEx box on Tuesday morning. Shipped the Xoom out Tuesday afternoon in the pre-paid box and got it back Friday morning. Can't beat their service.

You got lucky. Perhaps that's their business model in the US.
In Brazil Motorola sucks, and I mean it totally *SUCKS*. I wish I could personally meet someone from Motorola Brazil just to tell them face to face how much they suck. They are the suckiest suckers in Suckville.

Simonetti2011 said:
You got lucky. Perhaps that's their business model in the US.
In Brazil Motorola sucks, and I mean it totally *SUCKS*. I wish I could personally meet someone from Motorola Brazil just to tell them face to face how much they suck. They are the suckiest suckers in Suckville.
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Oh ya'll know you like a little bit of suckville every now and then :-D Ahahahah - I couldn't resist!
Inappropriate!
But sorry to hear that buddy! What happened?

Simonetti2011 said:
You got lucky. Perhaps that's their business model in the US.
In Brazil Motorola sucks, and I mean it totally *SUCKS*. I wish I could personally meet someone from Motorola Brazil just to tell them face to face how much they suck. They are the suckiest suckers in Suckville.
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Fact. Here in Brazil Motorola just don't care about the consumer.

big ach said:
But sorry to hear that buddy! What happened?
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We - users and customers - don't really need Motorola until some problem arises.
Tipically you go to a store, buy a device, use it until it is obsolete, sold or you got tired of it, etc. In a normal situation you only stop using it when you actually want - for whatever reason - to stop using it.
An entirely different scenario is when you still want to use the device but it isn't coping with you: it's malfunctioning, broken, etc. *THAT* is when you need to contact the manufacturer - Motorola in this case: you are already upset (some people more than others) because something isn't well with the device, so they should not only be willing to help you, but also try to be understanting of the user/owner/customer frustration towards their product.
Down here, when you call Motorola, their support staff barely knows what a Xoom is! They are very badly trained. They have no idea what ICS is, what are the current/future versions of Android, and they show no interest in helping us, customers. They talk to you on the phone like they were doing you a huge favour and you should be feeling guilty for bothering them with a useless phone call. Pardon my French, but they are a bunch or assholes.
I am very fortunate - and I don't take it for granted - that my own devices very rarely (if ever) need support from the manufacturer. I have needed Motorola on one occasion because a friend of mine messed up his Razr and I wanted to help him. My cousin also had problems with her xoom 2 and her experience with customer support was the worst possible. Most people who have needed support from Motorola here have the same opinion.

Verizon loves this phone...

They stuck it in the farthest corner, between the Windows phone 8x and the Pantech perception...ha
Sent from my SCH-I535 using XDA Premium 4 mobile app

Looks like they want to push their Droid phones.

I thought they weren't even supposed to be in stores yet at all.

Exactly the place my local store had it. And then had no idea they had no inventory to sale it.
Sent from my HTC ONE using xda app-developers app

Went into my local Verizon retailer and not only was there no Moto X, but there were also no displays for the new Droid line at all! When I asked my salesman he asked the other guy who referred to it as one phone called the Ultra Maxx. Then the salesman tried to sell me on an HTC One. Great story, bro.
Sent from my SCH-I535

The Verizon store i went to has all the new higher end phones on the right side and slowly decreases. I found the HTC the week before on the right side of the store. I went today to check out the X and they didn't have it. I didn't ask and walked down the wall of phones and they had it
with the lower end phones right next to some Windows phones.

jmcharles said:
Went into my local Verizon retailer and not only was there no Moto X, but there were also no displays for the new Droid line at all! When I asked my salesman he asked the other guy who referred to it as one phone called the Ultra Maxx. Then the salesman tried to sell me on an HTC One. Great story, bro.
Sent from my SCH-I535
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You were at a Verizon reseller, not a corporate store right? The Verizon resellers by me are the worst.They have limited stock and totally want to push specific phones on you while also telling you whatever you want to hear regardless of whether true. Oh, and trying to upsell the hell out of some warranties. Bought the GF's iPhone 5 there (don't judge) and they totally lied to us about the 100 buck rebate. Took hours of time, tons of phone calls to their regional office and to Verizon, and two months later before we got that $100. Eff that noise.

e-lu said:
You were at a Verizon reseller, not a corporate store right? The Verizon resellers by me are the worst.They have limited stock and totally want to push specific phones on you while also telling you whatever you want to hear regardless of whether true. Oh, and trying to upsell the hell out of some warranties. Bought the GF's iPhone 5 there (don't judge) and they totally lied to us about the 100 buck rebate. Took hours of time, tons of phone calls to their regional office and to Verizon, and two months later before we got that $100. Eff that noise.
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Yea, a Verizon retailer. Speaking of $100 rebates, Motorola has a trade-up program right now where you get a $100 gift card for turning in your eligible Motorola phone for a new eligible phone. Our line that we're going to upgrade is a DROID 3, so I mention to the salesman that I would like to order the Moto X under this program, since it specifically states on Motorola's website that it is honored by Verizon. Dude has no idea what I'm talking about, so I show him the program on their website. He decides he'll have to talk to somebody more senior than him and get back to me on that. He also tried saying that companies like Motorola have 'made up' these programs before without Verizon's approval.
Sent from my Nexus 10 using xda app-developers app

jmcharles said:
Yea, a Verizon retailer. Speaking of $100 rebates, Motorola has a trade-up program right now where you get a $100 gift card for turning in your eligible Motorola phone for a new eligible phone. Our line that we're going to upgrade is a DROID 3, so I mention to the salesman that I would like to order the Moto X under this program, since it specifically states on Motorola's website that it is honored by Verizon. Dude has no idea what I'm talking about, so I show him the program on their website. He decides he'll have to talk to somebody more senior than him and get back to me on that. He also tried saying that companies like Motorola have 'made up' these programs before without Verizon's approval.
Sent from my Nexus 10 using xda app-developers app
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Isn't that upgrade deal only if you go directly through Motorola?
But yeah, Verizon doesn't care about this phone. All of the places I called yesterday and today (corporate stores, indirect retailers, Best Buy mobile, etc...), no one seems to have a clue the phone exists. I guess if it's not a Galaxy phone or an iPhone, they don't care.

MVPete1 said:
Isn't that upgrade deal only if you go directly through Motorola?
But yeah, Verizon doesn't care about this phone. All of the places I called yesterday and today (corporate stores, indirect retailers, Best Buy mobile, etc...), no one seems to have a clue the phone exists. I guess if it's not a Galaxy phone or an iPhone, they don't care.
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Sent from my Nexus 10 using xda app-developers app

Well look at that. Verizon's dumb.

MVPete1 said:
Well look at that. Verizon's dumb.
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For all the bashing of the retailer, I must say I just had an excellent experience with a customer service representative on the phone. She didn't know about the Motorola trade deal, but within a few minutes had looked up all of the info, noted it in my account, and informed me of the process for eligibility. She also knew about the Moto X and had actually just had a sit down with Motorola yesterday about the new phones.
Sent from my Nexus 10 using xda app-developers app

jmcharles said:
For all the bashing of the retailer, I must say I just had an excellent experience with a customer service representative on the phone. She didn't know about the Motorola trade deal, but within a few minutes had looked up all of the info, noted it in my account, and informed me of the process for eligibility. She also knew about the Moto X and had actually just had a sit down with Motorola yesterday about the new phones.
Sent from my Nexus 10 using xda app-developers app
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Verizon Corporate is great, but they sell out their stores as franchises essentially, which makes them suck hard.

The Verizon store I go to has all of the Droids hidden behind a wall. It will be interesting to see where they put the Moto X when I visit them in a couple of days, a rep said that they had one demo unit in the back.
EDIT: They had the HTC One hidden behind a wall along with the Droids, the Galaxy phones and the Windows 8 phones are the first thing you see when you walk in, the iPhones and tablets are all the way at the other side of the entrance. The Moto X was nowhere in sight.

ShamanicEnzan said:
Verizon Corporate is great, but they sell out their stores as franchises essentially, which makes them suck hard.
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Yes they do!
Sent from my iPad using Tapatalk HD

Returing a Custom and the Trouble that goes with it

So I bought the hype without reading more here first. Lesson Learned. Only my second android phone, the first being the SG3.
I contacted ATT who sends me to MOTO, who sends me back to ATT.
Finally called the store directly, and am Hoping the second customization comes before the end of 14 day period so I don't have to pay the restocking fee.
Thankfully I have kept everything, the original card, receipt from the store, invoice from MOTO saying it was on its way, the tracking information, the tracking information from when I sent it back for the second customization.
I will keep you guys updated but either way, ATT and MOTO need to talk to each other cause spending 3 hours on the phone / "live" web chat doesn't cut it as customer service.

why are you returning it?

^^wondering the same^^
Sent from my SCH-I605 using Tapatalk 4

Why did you start a thread?
Sent from my Galaxy Nexus using xda app-developers app

What hype? Hype you created? How could someone else make you buy something...crazy.
I hope they do return it at all...haha.
Just kidding, running at the mouth like you.....
Sent from my Nexus 7 using Tapatalk 2

I was able to exchange my Moto X through Motorola no problem (didn't like the white front once I saw it in person) I didn't get bounced around. I chatted in through the Moto maker website. They told me I would get a call in 24 hours. Never got a call but got the slew of emails to order my new one, rma info and FedEx label. I seriously only had that easy of a time exchanging Google play devices. My replacement is acting wonky. I lost 7% battery in less than 45 minutes of mostly idle time. Today he tried to tell me to go to at&t and I told him he was wrong. They only accept non custom ones at AT&T. So he did the same thing they did they first time. Escalated it and said I'd hear from them in 24-48 hours. Hopefully the same deal happens where I don't get a call just the emails.
Sent from my XT1058 using XDA Premium 4 mobile app

krypticos said:
why are you returning it?
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I was returning it because I wasn't sure if I was going to be patient enough for root and an unlocked bootloader.
With Root seeming like it is going to happen by the weekend. I'm really considering keeping it but a locked bootloader might still end up being a deal breaker for me. The other reason is that I'm willing to wait until the holidays for the price to drop since my financial situation has changed.

jimmyco2008 said:
Why did you start a thread?
Sent from my Galaxy Nexus using xda app-developers app
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I started it as a warning about motorola's poor customer service and the trouble you'd have to go to return a moto x with ATT.
I still might have to return it, which is why I kept every single receipt, and I plan on posting an update should I go down that road.

I also did a swap because I didn't like the white front. I had no problem at all with customer service. Letting me swap it out for a different color because of my mistake is way better then I expected.

Icon000 said:
I started it as a warning about motorola's poor customer service and the trouble you'd have to go to return a moto x with ATT.
I still might have to return it, which is why I kept every single receipt, and I plan on posting an update should I go down that road.
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I believe you posted in the Moto forums, and the forum manager already replied that it wasn't an issue with Moto customer service. The issue was there was an untrained AT&T local store (big surprise). If you buy the phone (or MotoMaker voucher) from an AT&T store, you are able to return your phone to that local store.
The process works, unfortunately you just hit a local store that didn't follow it.
As for the bootloader thing - it was announced at launch that dev edition phones would be coming out for some networks and AT&T and Verizon would not have unlockable bootloaders.

Motorola Extended Warranty

I've been meaning to dig into this and today I did.
The cost is 85 bucks for two years and you have 30 days from the date of purchase to add the coverage.
Covers everything but lost or stolen phone with a deductible of $39.00
This is cheaper than AT&T's insurance and the deductible is attractive vs their $200.00
to get it log on to motorola's website with your google ID
then go to my stuff
you'll see your phone listed and the option to add the coverage.
Seems like a no brainer to me.
I have no idea if you folks with unlocked bootloaders can get this or not.

I ordered this as well. makes all kinds of sense vs. att's 'insurance.'

gammite said:
I ordered this as well. makes all kinds of sense vs. att's 'insurance.'
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I bought a device new from someone else so I wonder if I can use their receipt to purchase it for myself.

You will have to look at terms and conditions to see if it's transferable.

Sounds nice, but I got my phone through work.
So I could just get a new phone after a year. I'm going to ask next if I can just upgrade early and pay the upgrade fee myself. I'm hoping that I can and just be able to get a new phone faster.

Will this work with the vzw moto x? I can't find the option on motorola's site.

terabyte128 said:
Will this work with the vzw moto x? I can't find the option on motorola's site.
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me neither, can anyone point it out? thanks

Going to do this Ops forgot I unlocked my boot loader, do you think Motorola will figure it out
Oh I'm up in Canada too, we don't have insurance on our phones
Sent on my Moto X

I have the T-mobile version and do not see the option to add the extended warranty.

I talked to a service rep from motorola, apparently it's att exclusive right now at least until the other carriers get motomaker customization
EDIT: gonna buy this cool-looking case instead http://www.amazon.com/gp/r.html?R=1...ef=pe_385040_30332200_pe_309540_26725410_item

Thanks for the heads up gunny. This is a no brainer.
Sent from my XT1058 using XDA Premium 4 mobile app

terabyte128 said:
I talked to a service rep from motorola, apparently it's att exclusive right now at least until the other carriers get motomaker customization
EDIT: gonna buy this cool-looking case instead http://www.amazon.com/gp/r.html?R=1...ef=pe_385040_30332200_pe_309540_26725410_item
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I can second this. I bought mine on Verizon Edge, so I may just "Edge Up" when they get Moto Maker. Unless there is a Nexus 5 on Big Red...

Only available to motomaker phones? That sucks

bfroehlich said:
I can second this. I bought mine on Verizon Edge, so I may just "Edge Up" when they get Moto Maker. Unless there is a Nexus 5 on Big Red...
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Ouch. You're paying for Edge?
Also re Nexus on Verizon: never again

Ironically I dropped my Moto X on saturday and cracked the screen. I called the support number and told the CSR I have Accidental Damage Warranty. He asked my the IMEI number of the phone and verified my information for shipping etc.
I was then told about my choices regarding advanced replacement or regular. I chose advanced. 5-6 minutes after I got off the phone I got the RMA emails from fedex and a new code to remake the phone on motomaker.
I was never asked to pay the $39 deductible.
I had to pay up front for the phone but I expected that.
I'm sure the CSR processed this all wrong. I wonder if, when Motorola gets my phone back and they see it's damaged, I'll have a problem getting the advanced payment refunded.
I clearly stated twice that I have warranty coverage. Things could be interesting in a couple of days when Motorola gets my old phone.

I forgot to check out before and now it won't let me add it anymore, I'm assuming it's because I'm a day past 30 days. On the phone with India now.

_MetalHead_ said:
I forgot to check out before and now it won't let me add it anymore, I'm assuming it's because I'm a day past 30 days. On the phone with India now.
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bummer. Hope you get it straightened out

gunnyman said:
bummer. Hope you get it straightened out
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Well "John" from India just told me that even though I m past the 30 days I will still be able to add it. He said someone from Moto Maker support will call me back within 4 hours and they will take the order for me. Good news, but I must say I'm skeptical. We'll see if anyone actually calls back.
Sent from my XT1058 using XDA Premium 4 mobile app

_MetalHead_ said:
Well "John" from India just told me that even though I m past the 30 days I will still be able to add it. He said someone from Moto Maker support will call me back within 4 hours and they will take the order for me. Good news, but I must say I'm skeptical. We'll see if anyone actually calls back.
Sent from my XT1058 using XDA Premium 4 mobile app
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Their record for calling back isn't exactly stellar I'm afraid.
My new phone is out for delivery. I'll update this thread with info regarding the refunded advance payment when I get it.

gunnyman said:
Their record for calling back isn't exactly stellar I'm afraid.
My new phone is out for delivery. I'll update this thread with info regarding the refunded advance payment when I get it.
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Yeah I'm aware. I pressed him to just let me hold for the next representative but he said I couldn't. We shall see what happens.
Sent from my XT1058 using XDA Premium 4 mobile app

Asurion Replacing 1st gen moto x with new 2014

so both me and my brother have gotten new 2014 Moto X's from asurion as replacements for our OG ones. Asurion says the first gen moto x has been discontinued. You can also get your custom one replaced if you have them transfer you to the in store replacement/corporate services department. these guys are the only ones that can order brand new custom moto x's from motorola. you heard right, not a refurb, a new phone made to order. they use the moto maker site.
i was able to grab a new leather version and my brother got a wood version. $100 deductible and a brand new upgrade

Legacystar said:
so both me and my brother have gotten new 2014 Moto X's from asurion as replacements for our OG ones. Asurion says the first gen moto x has been discontinued. You can also get your custom one replaced if you have them transfer you to the in store replacement/corporate services department. these guys are the only ones that can order brand new custom moto x's from motorola. you heard right, not a refurb, a new phone made to order. they use the moto maker site.
i was able to grab a new leather version and my brother got a wood version. $100 deductible and a brand new upgrade
Click to expand...
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Like a brand new 2013 moto x, or just a 2014 one?

kdog350 said:
Like a brand new 2013 moto x, or just a 2014 one?
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the new gen 2 moto x. the bigger better one.

How did you go about making this happen? My 2013 is starting to crop up some issues, so if I can get a replacement (upgrade), I'd love to.

well if you have asurion as your insurance then it's easy. fist you gotta "lose" or "break" your phone. then call asurion on the phone, start a claim and they should inform you that your device is no longer made and that you will be getting a gen 2 moto x in black or white. if you had a custom moto x from last year, then there is an extra step you need to do to get a custom one. request to speak to the in store replacement/ corporate services department. this step is a pain because the people on the front line have little knowledge, but just get them to transfer you to them and they are much more helpful.

I predict a high insurance fraud activity level coming. ?

definitely not encouraging fraud. i've never used my insurance in 6 years.

Legacystar said:
fist you gotta "lose" or "break" your phone.
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Legacystar said:
definitely not encouraging fraud.
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Your wording here is contradictory.
I'm not a fan of doing things the wrong way. I hope that people don't commit insurance fraud over this. The main takeaway that people should get from your posts is that, should their custom Moto X need replacement via insurance, the customer should ask to be redirected to a specific line to get a Moto Maker replacement as opposed to just a black or white model.

Good thing I'm not wasting money on insurance, I'd be mad if they sent me a 2014 Moto X.
Sent from my XT1060 using XDA Free mobile app

Having owned the 2013 moto x since November of last year and just buying the 2014 X, I'd rather keep my 2013 over the new one. So tomorrow I'm returning the new one.
Sent from my Moto X

REDFOCZ said:
Having owned the 2013 moto x since November of last year and just buying the 2014 X, I'd rather keep my 2013 over the new one. So tomorrow I'm returning the new one.
Sent from my Moto X
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Just curious, what don't you like about it?
Sent from my XT1060

rocketsaucev2 said:
Just curious, what don't you like about it?
Sent from my XT1060
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Honestly, just the size of the phone and the feel in hand compared to the original one.
Sent from my Moto X

REDFOCZ said:
Honestly, just the size of the phone and the feel in hand compared to the original one.
Sent from my Moto X
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I've been wresting with upgrading to a larger phone and played with a new moto X in a Verizon store but it's hard to get a good feel with that security thing stuck on the back, and I felt the dimple was weird compared to the original
Sent from my XT1060

It was the same thing for me, I ended up pulling the trigger and got the phone. But I don't like the larger foot print off the device.
Sent from my Moto X

I'm loving the new one. It has a gorgeous screen, I still like the size of the old one but honestly the 2013 model is getting sluggish. The new one is the fastest phone I've ever used, its incredible

oh this is great, i just cracked my screen 2 days ago at work. I just got off the phone with them and they said i was getting the 2nd Gen Moto X. I was very surprised when the lady told me that. She asked for the colors my current Moto x(2013) was and she just replicated it to the new one. I don't mind a newer model, just hope the larger size doesn't turn me away.

savini72 said:
oh this is great, i just cracked my screen 2 days ago at work. I just got off the phone with them and they said i was getting the 2nd Gen Moto X. I was very surprised when the lady told me that. She asked for the colors my current Moto x(2013) was and she just replicated it to the new one. I don't mind a newer model, just hope the larger size doesn't turn me away.
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Did you have to speak to the corporate services department

Legacystar said:
Did you have to speak to the corporate services department
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I believe so. I got transferred once because it was the motomaker X and not the black or white one. The told me that they discontinued the OG and were giving me the 2 gen instead.
Only thing that i didn't like is that the Asurion people gave me a order # , but motorola cannot connect it to my gmail account. so to get the tracking info, I have to do a chat or call them. Asurion told me it would be delivered Nov. 2nd and motorola is telling me 2-4 weeks...
Edit: okay so i was jsut on the phone with motorola to see if i could get a tracking # just because. they were not allowed to provide me with any information because Asurion is the one who purchases the phone and send it to you. The said they had my Name for the order and my address correct and that the phone would be sent to ME, but they could not provide me with anything other than that. No time frame other than "Before 4 weeks" and he couldnt tell em anything else becasue Asurion is the billing address/name just and FYI

savini72 said:
I believe so. I got transferred once because it was the motomaker X and not the black or white one. The told me that they discontinued the OG and were giving me the 2 gen instead.
Only thing that i didn't like is that the Asurion people gave me a order # , but motorola cannot connect it to my gmail account. so to get the tracking info, I have to do a chat or call them. Asurion told me it would be delivered Nov. 2nd and motorola is telling me 2-4 weeks...
Edit: okay so i was jsut on the phone with motorola to see if i could get a tracking # just because. they were not allowed to provide me with any information because Asurion is the one who purchases the phone and send it to you. The said they had my Name for the order and my address correct and that the phone would be sent to ME, but they could not provide me with anything other than that. No time frame other than "Before 4 weeks" and he couldnt tell em anything else becasue Asurion is the billing address/name just and FYI
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My brother was able to get the tracking number by simply giving the rep on the online chat the order number. May just keep trying till you get someone thats helpful. Did you get a 32gb? I've hears Motorola is having delays with 32gb.

Legacystar said:
My brother was able to get the tracking number by simply giving the rep on the online chat the order number. May just keep trying till you get someone thats helpful. Did you get a 32gb? I've hears Motorola is having delays with 32gb.
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the online chat guy told me that he didnt have the option to give me a order #, and yeah a 32 gb. i asked for it to be shipped sooner than later because i will be away and dont want it sitting on my front porch or somewhere