How NOT to manage Phone orders - Moto X General

This is being posted as a place for me to vent so that I don't explode and lose whats left of my mind. Maybe you can learn from my mistakes if you read this.
1. Bought Nexus 5 (really wanted Moto X but the price difference was my reasoning). Sent back on 14th day of trial. Had $425 tied up anolther 22 days till credit was issued.
2. Bought Moto X at $549 for 32GB version with motomaker and tmobile. When $150 off deal announced tried to get credit but was refused so sent this unit back. This took till today for Motorola to receive and I have to wait up to 14 business days for credit back on this phone.
3. Bought 2 Moto G's at $199 each for 16GB version, then Motorola anounced promotion deal on the X so canceled this order and bought 2 Moto X's with discount promotion. The 2 Moto G's were bought on Nov. 26th and I still have not received them and when I do they have to be RMA back.
4. Bought 3 Moto X's for $1113 on initial Cyber Monday. As you know Motomaker was not working that cyber monday so these phones were just black with no customization. Ordered them at 9:00PM Monday night and at 9:30 Motorola announced the 2 day repeat promo. So this ordered was canceled so that I could use MotoMaker. Motorola held the hold of that money on my account until today.
5. While buying the 3 more Moto X's customized and 2 of them went through with no problems but one of them did not receive the $150 discount. Called within 20 minutes but this could not be fixed so another canceled order canceled with that one tying up $529 until hold was released which was also today.
So to sumarize I bought a total of 11 phones. For various reasons had to send back 8 of them. Keeping 3 MotoMaker phones but only have 1 in my possesion as of today. Had these holds on my debit card for ($425)+($613)+($1113)+($529)+($421)+$370+$370+$423.... That toals $4264 of charges and had only 1 phone till today when the other 2 Moto X's came. Waiting to receive still the 2 Moto G's so they can be returned and credited and in additon waiting for refund on the 1st Moto X.
In the end I will have 3 Moto X's on my family plan which we are very happy with. The journey to getting them will long be remembered by me and I bet some of the poor Moto X reps know me by my 1st name. Each purchase made since to me at the time but circumstances sure changed along with my mind
The sad part of this is Motorola could have saved me from myself by being able to change, cancel, and modify very recently placed orders. Once the ordered is placed they have no flexability to correct mistakes and that makes it very hard on everyone.

Wow.

WOW! I thought I had order problems with just 3 phones. lol

SuperPaladin said:
Wow.
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my thoughts exactly...
But glad those three phones are now yours! I bet you are FINALLY happy with everything. Just took a little more effort than usual!!

Theoretically, they don't allow you to cancel orders because the devices are supposed to be assembled and shipped relatively quickly, so once you order the process starts. I'm sure their supply chain management system is pretty complex.

Yea I am very happy and satisfied with how things turned out. My family loves their phones also. I am sure their order system is complex with the uniqness of MotoMaker and Motorola did everything they could do to get the problems fixed in a timely manner. That was suprising becauase I know they have had a very busy 10 days since Cyber Monday.

Related

Best Buy pre order

Went to Best Buy today and pre ordered the Incredible. Cant wait for the 29th! upgrading from a G1 running on ATT. So happy to get rid of ATT!
Best Buy turns the $100 mail-in rebate into an instant rebate, so its $199 in store.
Anybody else get theirs on order today??
hoop762 said:
Went to Best Buy today and pre ordered the Incredible. Cant wait for the 29th! upgrading from a G1 running on ATT. So happy to get rid of ATT!
Best Buy turns the $100 mail-in rebate into an instant rebate, so its $199 in store.
Anybody else get theirs on order today??
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I went to my local best buy store too. They said only 2 ppl had pre-ordered all day. I heard they do not honor the new every two discount so I'm sure alot of ppl will pre-order via vzw online tomorrow. I'm actually really surprised that there has not been any vzw htc incredible commercials. I have seen plenty of vzw moto droid commercials. I would think that they would want to take advantage of the large viewing audeinces watching both the NBA and NHL playoffs, but I guess not. I suspect that Incredible may not be as big to the general public as the moto droid was. Which is fine with me I talked to a CSR @ vzw and she told me that the incredible is shown as in stock and there was no note on the device stating that it would not ship before 4/29. She did say the launch date for all channels (stores/webstores) is 4/29. Best buy told me that pre-ordered phones can be picked up on or after 4/29.
when i went to BB one of the mobile guys asked if he could help me...i asked him about the pre order and he didnt know anything about it. Had to ask his manager what that was, so im guessing they hadnt done any pre orders that day.
I love android and my G1 but cant wait to get some better hardware
I was the first to pre-order at my local store. It only cost $100 to put my name in the hat for two incredibles (..and of course they gave me two $50 dollar gift cards which I will use towards my phones next next week). The girl said the store will receive a greater amount of phones if more people pre-order at that location.
if one person pre-orders, they may get 5 phones
if 15 preorder, the store will get 25 phones (examples, but she has seen other pre-orders use the 15=25 numbers)
going from At&t (no complaints) with a Kaiser (wife has a moto q9 with a broken "a" key) to verizon with two incredibles.
Wait 100$ to preorder? So you have to pay 300$ when you get the phone?
I just got my new homeowners tax refund and once the check clears tomorrow I'll be marching into Best Buy and preordering that beautiful beast of a phone. Cyanogen expects that it will be simple for his roms to work on the Incredible since its very close to N1.
Pre-Ordered mine on Monday. I asked about getting it early and the lady said no. It sucks that some people who ordered through Verizon have gotten theirs today.
polo2883 said:
Pre-Ordered mine on Monday. I asked about getting it early and the lady said no. It sucks that some people who ordered through Verizon have gotten theirs today.
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where did you hear that some ppl already got theirs?
Yeah I hadn't heard this either.
oneeyejack said:
where did you hear that some ppl already got theirs?
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There are a couple of videos up on androidfroums that show people who got theirs early
Hmmm, maybe best buy will get theirs early then.
i just got on the list with my local verizon store, they said they should have theirs by the 27th
Hmmm, I may have to cancel my preorder then.
[ strike ]I pre-ordered mine on the 19th but they still haven't charged my card. Should I have been charged? Or are they waiting till it ships to charge me? Has this happened to anyone else? I just want to make sure I'm not the only one. [ /strike ]
Ooooppps just realized that this was for best buy pre-orders, sorry
Last I read in forums was the Best Buy gets their inventory of phones on 4/24
i would leave any preorders that you did online alone, they will have it shipped to you by the 29th. if best buy or local stores get them early, they arent going to be able to give them out until the 29th anyway.
HTC Incredible is a great phone but i want to see it upclose before getting into a contract. I think it might be too plasticky but i will still get it.
There was an error at verizon on phone orders allowing them to get shipped early. They've plugged that mistake. Those lucky enough to have done a phone order on the Monday got them early.
I have mine pre ordered with Best Buy. Between my New Every Two and some BB Reward Zone certificates, I'm getting mine for ridiculous inexpensiveness!
Sorry, but I had to gloat.
Just pre ordered mine today and got Best Buy to price match Verizon on the 529.99 that big red is offering. BB wanted me to pay 599.99 but I'm not doing that.

This phone is available from Amazonwireless for $0.01 with a contract

Seriously just found it today (after reading an article that says its $50 on there), I gave it a shot and if you do a new VZW contract or do it as an upgrade the phone is $0.01 . Of course I STILL can't get it because my upgrade isn't for another month and no matter how much I ask VZW to do it early they won't (my Motorola Droid's keyboard is literally falling off as the glue holding the keys on melts from the heat of the processor, I tried gluing back on with no luck it melted away).
I'm sure this deal will still be around then but I'm getting antsy, and picking my keys up off the ground is annoying.
Rogue Leader said:
Seriously just found it today (after reading an article that says its $50 on there), I gave it a shot and if you do a new VZW contract or do it as an upgrade the phone is $0.01 . Of course I STILL can't get it because my upgrade isn't for another month and no matter how much I ask VZW to do it early they won't (my Motorola Droid's keyboard is literally falling off as the glue holding the keys on melts from the heat of the processor, I tried gluing back on with no luck it melted away).
I'm sure this deal will still be around then but I'm getting antsy, and picking my keys up off the ground is annoying.
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On a side note, the earliest that VZW will let you upgrade early is 1 week before your upgrade date.
Try and ask them that if they can hold the offer price for you when you upgrade in a month.
My carrier had an offer that saved 380~ dollars plus the savings from contracts, and it only lasted a week. Good thing my brother and I got ourselves brand new phones each
My courier let's you upgrade 4months in advance if you threaten to cancel the contract and resign with another company. Maybe that's what you should do.
Sent from my XPlay using XDA App.
Spoke to them today and they are giving me an early upgrade (good news) but I need to do it at the VZW store (bad news). VZW currently has it for $99 which is still a good deal (and I will probably get a $30 credit bringing it to $69) but to get it for a penny would be better. I'm going to call Amazon in the AM to see if they can see it on my account and do it for me, otherwise I'll head to the store and see what I can do. Considering how annoying the keypad screwing up on my droid is I may just eat the cost to have it a month earlier than planned.
Just to give an epilogue to this story, Amazon would not do the early upgrade (I don't blame them, it wasn't their authorization). Went to the VZW store, paid $150 with a $50 mail in rebate, no new every 2 credit (would have had to wait till Sept) so I lost $30 there, then sold my OG Droid to a recycler for $61 so my net cost is $39.
If I had waited I would have gotten the phone for a penny and made back the phone recycle cost (however I noticed those fluctuate a lot so who knows if I would have gotten $61 in a month, It was $80 2 months ago!). So really my net cost could be more, but my old phone was pissing me off to no end, so the price and the fact I'm having a blast with this phone already made it worth it.
PS I almost walked away from the deal because of the difference in price but realized in a month I don't even know if this phone will be available. They literally had 1 in the store, covered in dust and the Verizon guy said hes never even had anyone ask about the phone let alone buy it.
I bought my XP from Amazonwireless for $50, renewed my 2 year contract several months ahead of time
Amazon wouldn't let me do the purchase until I called VZW and told them I wanted a new phone and would get it through Amazon. My contact/every 2 wasn't over until 10/15/2011 or so. I called VZW, they lifted the resitriction and I purchased the phone from Amazon for $50. All I told Verizon was that I was going to get a new phone and renew my contract, I guess it helps that I'm a 10+ year customer.
Then I sold my OG Droid with GPA15 on ebay for $120.
typikal82 said:
I bought my XP from Amazonwireless for $50, renewed my 2 year contract several months ahead of time
Amazon wouldn't let me do the purchase until I called VZW and told them I wanted a new phone and would get it through Amazon. My contact/every 2 wasn't over until 10/15/2011 or so. I called VZW, they lifted the resitriction and I purchased the phone from Amazon for $50. All I told Verizon was that I was going to get a new phone and renew my contract, I guess it helps that I'm a 10+ year customer.
Then I sold my OG Droid with GPA15 on ebay for $120.
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Hmm I've been with them for 10+ yrs as well, but they wouldn't budge on that. You must be more persuasive than me. Ohh well, for $39 I can't complain.
true, a deal is a deal
They did this for me when I purchased my Droid from Amazon a few years ago also. I'm not aggressive or anything when I call, I just bring up a few facts (never late, long time, renewing) and they cut me some slack.
typikal82 said:
true, a deal is a deal
They did this for me when I purchased my Droid from Amazon a few years ago also. I'm not aggressive or anything when I call, I just bring up a few facts (never late, long time, renewing) and they cut me some slack.
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Ok cool well at least now I know for next time I will definitely try this approach, I don't recall that i specifically mentioned that I wanted to buy through Amazon. Well anyway I have 2 years until I can do anything about it, but I will definitely try it then. Hopefully we have the "Play2" by then...

Return policy

Does anyone know how to return the moto X purchased on motomaker with the cyber Monday deal? I've received mine, and have decided I don't want it anymore and need to return it. I've reached out to Motorola and have had no luck with them responding. Any help would be great, thanks!
Sent from my SCH-I535 using Tapatalk 2
How did you reach out? I would call them. Return would be no problem within 14 days. I called and initiated a return on one of mine because it had a patch of dead pixels.
nick7893 said:
Does anyone know how to return the moto X purchased on motomaker with the cyber Monday deal? I've received mine, and have decided I don't want it anymore and need to return it. I've reached out to Motorola and have had no luck with them responding. Any help would be great, thanks!
Sent from my SCH-I535 using Tapatalk 2
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Did you call them?
RETURNS
Physical products can be returned for a refund within 30 days valid for phones, Motorola branded accessories and 3rd party accessories if they’re unopened and undamaged. If you purchase a Moto G from Motorola, you have 14 days from date of delivery to return it. California residents have up to 30 days to return their Moto G. Follow the instructions in the box, or call us at 1-800-734-5870 and let us know you’re returning something.
Moto G Remorse Policy - 100% refund for undamaged phones up to 14 days from date of delivery. Residents in the state of California have up to 30 days from date of delivery to return the device.
For Moto X devices designed with Moto Maker: Let’s say you do all of your designing, get your Moto X, and then decide you have a different favorite color. You can re-design once if you return the first one within 14 days of date of delivery (30 days in California), no questions asked.
You pay the shipping for the return, and you’ll be credited for the price of the product but not for the shipping you paid to receive it. And we are not charging for shipping your Moto Maker devices.

POLL: How many days did it take to ship your Moto X?

Ran across this on /r/MotoX over on Reddit. Might be helpful to get some more responses to this poll to get a better idea of what's going on with shipping!
https://docs.google.com/forms/d/1zyG4WFKlJepks59SHdliqsg_E60g3rb6PdSeYYvuY5U/viewform
Edit: Here's some pretty pie graphs of the responses: https://docs.google.com/forms/d/1zy...rb6PdSeYYvuY5U/viewanalytics?usp=form_confirm
I ordered my Verizon Moto X 32GB w/ ebony back on 9/26 and had it in my hands on 10/1.
I ordered my Verizon Moto X w/ Leather back on Sept 28th. I have an estimated delivery date of Oct 22nd.
Shipped in 6 days received in 8 days
Edit: order date 9/25 16gb pure version regular back
Ordered the Verizon model on 9-26. Had my motomaker customized phone in hand on 9-30. :victory:
I hate some of you! I ordered on 9/27 via Moto Maker, Verizon, 32 gb, leather back, still says estimated 10/22 delivery. I keep checking my email for the one that tells me I'll have it tomorrow, but no luck so far.
RhinoDoc said:
I hate some of you! I ordered on 9/27 via Moto Maker, Verizon, 32 gb, leather back, still says estimated 10/22 delivery. I keep checking my email for the one that tells me I'll have it tomorrow, but no luck so far.
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Check your order status on Motomaker instead of F5ing your email. Some people (myself included) never got a tracking email and the phone just showed up one day.
nimper said:
Check your order status on Motomaker instead of F5ing your email. Some people (myself included) never got a tracking email and the phone just showed up one day.
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I agree with this. I had to manually check my order status repeatedly. On the order confirmation page, it had told me that I'd be getting my phone on Oct 9th. To my surprise and delight, I received it on the 3rd. I placed the order on 09/29.
It's a Pure edition 32GB with a regular plastic back.
I'm not surprise that the Verizon version is taking a while to ship. I had heard elsewhere that the Verizon version had sold out very quickly and Motorola is quickly trying to refill their Verizon stock.
Ordered a pure edition Sept 30, it says I will get it Oct 9, but so far no updates... We'll see! If I don't get it tomorrow I guess I'll try and go for those $25 coupons.
16GB plastic back
ordered Sunday 10/5 - estimated ship date 10/24
Shipped 10/7
32GB plastic back
ordered Sunday 10/5 - estimated ship date 10/29
still "building"
Ordered on the 17 of September and have yet to see anything. Bull$***
32gb Pure Edition with leather back and engraving ordered the second hour of the site being opened.
delivery date given was 10/13.
Last Sunday the fate was slid back to 10/17.
Personally, I doubt it's going to arrive even by then.
Sorry to hear. I ordered the Verizon 32GB with white front, chalk (white) back, metallic gold trim, and no engraving on 9/30. The white front phones had a delayed shipping date of 10/21 but I went ahead and ordered anyway. On 10/2 I received an email saying it was being built. To my surprise, it shipped from Fort Worth, TX the next evening and it arrived at my door on 10/7. I also never got an email from Moto or Fedex saying it had shipped, so definitely check your order on Moto daily.
I called Motorola today and I heard very disappointing news. My phone will ship by next Friday. I placed my order on the 30th and it gave me a date or delivered by October 9th. I originally placed my order on 32 GB black ebony wood as it said that the white ones are delayed till the 22nd of October so it made my buying decision easier to go with black. It now seems that the white ones are shipping faster although my delay might be due to the ebony back. None the less I am very disappoint to wait this long.
deanesn said:
I called Motorola today and I heard very disappointing news. My phone will ship by next Friday. I placed my order on the 30th and it gave me a date or delivered by October 9th. I originally placed my order on 32 GB black ebony wood as it said that the white ones are delayed till the 22nd of October so it made my buying decision easier to go with black. It now seems that the white ones are shipping faster although my delay might be due to the ebony back. None the less I am very disappoint to wait this long.
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I am in the same boat. On 9/30, I ordered a 32GB Pure black/black/gold because the white was showing delayed. I was just told that shipping times are now expected to be 3 weeks from when they were ordered. I wanted to go with white/bamboo/silver, but decided on the black due to the delays listed for white. I've contacted their customer service, which is absolutely worthless, and have to wait until my device comes in to return it for a refund, and then place an order for a new one. I can't even cancel my order according to Motorola, which is ridiculous. I can understand if the phone was actually being built, but when you don't have the components on hand and it's just a number on the screen, there's no reason that I can't.
Chris Hansen said:
I am in the same boat. On 9/30, I ordered a 32GB Pure black/black/gold because the white was showing delayed. I was just told that shipping times are now expected to be 3 weeks from when they were ordered. I wanted to go with white/bamboo/silver, but decided on the black due to the delays listed for white. I've contacted their customer service, which is absolutely worthless, and have to wait until my device comes in to return it for a refund, and then place an order for a new one. I can't even cancel my order according to Motorola, which is ridiculous. I can understand if the phone was actually being built, but when you don't have the components on hand and it's just a number on the screen, there's no reason that I can't.
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Yeah their support is a total joke. They have told me no later than the the 17th but I have zero confidence that they will get it on time. If you really want to cancel call your bank and dispute the charge. Tell them that Motorola will not cancel and will not ship your order. The reason I know this will work is because I had to do this with the Moto 360. After they agreed to cancel my order which btw was supposed to be here Oct 6.
When they didn't call me back to confirm the cancellation as they said they would AND they actually took the money from my account instead of the normal authorization hold a company usually does. I called my bank to explain it to them, they credited me back the money the same day (which was a saturday btw). I think a week and a half later they finally sent me an email that my order was going to be cancelled. This week they sent me an email letting me know that my Moto 360 was going to be later than Oct 6... My Moto 360 order still shows as open, as well as my Moto X.
This company is unbelievable in terms of customer service. They have been unresponsive and unhelpful. I still haven't cancelled my Moto X but im getting close. (they also told me I couldn't cancel but im guessing I can dispute it away if I want to.)
Order
Ordered on Oct 7 got my tracking and it should be at my house on the Oct 13.
Face: White
Back: Smoke
Storage: 32Gb
No Engraving
Check your orders
I actually had a shipping problem even when I had the Moto X (1st Gen). 8 Months after launch, stock shouldn't be a reason not to ship. I had to call them to get it to ship. They told me it was ready but they had to call the warehouse to make sure they shipped it. It was a day before my Moto 360 was suppose to be delivered and it still hadn't shipped. I called Motorola, they had to call the warehouse again to make sure it shipped, and ended up doing an overnight shipment. Called again just to be ahead of the game 2 days before my Moto X (2014) was to be delivered. After I called, the status of it changed to ship in about 3 hours.
Not sure if anybody else had this problem but for me, it seems to be recurring where they don't ship my orders until I call them. Might help someone in a position like mine.
I think they are holding them all to load Android Licorice now (grin).
Ordered on 10/11/14
Pure edition 32gb, black front, royal blue back and yellow accents.
Shipping notice today 10/15/14 to be here on 10/17/14. FedEx already has it.

Just noticed there is now a 64GB option for pure edition Moto X

I was building my replacement phone and see that you can now select 64GB for $100 more but only for the pure edition.
Raistlin1 said:
I was building my replacement phone and see that you can now select 63GB for $100 more but only for the pure edition.
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yes I see that too
I wish I could get one but I am going to keep this 32GB for a while it seems to be enough
I am on the phone with them now to try and get them to let me upgrade the memory on my replacement phone.
They can't get me a code to upgrade the memory at the moment, they claim they don't have any 64GB redemption codes for replacements. They are supposed to be getting them but don't know when, only thing I can do is get a full refund on my original purchase and then buy the 64GB. Problem with that is I bought the phone with a cyber Monday coupon code so I would be losing a lot of money on that deal.
I will call them back next week to see.
Not in the UK.....Yet?
They will not let me pay the $50 extra and get the 64GB as my replacement phone, they say there is no way for them to do that. Only option is to fully refund first purchase, which they were not originally going to do because it is now out of the 14 day period (I began the process within the 14 days though).
I cannot do this because I used a cyber Monday code and they cannot give me any type of coupon code to get that type of discount on my new order if I were to go that route.
So it looks like I can either completely return the phone for a full refund or just get another 32GB replacement and call it a day.
Oh well, I tried.
I'm so mad I didn't wait. I got the 32gb and I have a couple gigs left. Don't wanna shell out 700$ and only get ~500 tops for my month old phone
Man I wish this would happen for the Verizon version
When I needed to get the screen on my AT&T 16gb repaired, Motorola took forever getting it back to me which they compensated with a new 32gb replacement and accessory code. I got a Pure Edition with the Black Friday code that I had to rma because the power button; 26 days later, I don't have my Pure just another accessory code. Maybe I'll get lucky again and they'll bump up me up to a 64gb.
Sent from my Hammerhead
Infekxion said:
When I needed to get the screen on my AT&T 16gb repaired, Motorola took forever getting it back to me which they compensated with a new 32gb replacement and accessory code. I got a Pure Edition with the Black Friday code that I had to rma because the power button; 26 days later, I don't have my Pure just another accessory code. Maybe I'll get lucky again and they'll bump up me up to a 64gb.
Sent from my Hammerhead
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I called three times and spoke to three different people, I believe it was in the order admin department, and two of them said no way no how is it going to happen. First person I spoke to said he thinks its possible but needed a special code that did not exist. I have emailed the first person back but never got a response, the email he sent me wasn't from a personalized email address though. I gave up trying and just used my pin to replace my phone with the same gb version.
If I don't hear anything from Moto today I'm just gonna get a refund or a 360 and other stuff. I have 4 other phones that work well so I don't need another.
Just ordered my 64GB Pure Edition this morning! If it hadn't been for this thread I wouldn't have noticed it.
Rado_vr6 said:
Just ordered my 64GB Pure Edition this morning! If it hadn't been for this thread I wouldn't have noticed it.
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Well I am glad that a post of mine helped someone out! :good:
Ordered it Monday morning and it'll be here by Friday. Good stuff Moto!
Sent from my Nexus 6 using XDA Free mobile app
I ordered my 64gb today but had a $50 coupon so I got it for the price of a 32
First time I ever went with colored accents
graffixnyc said:
I ordered my 64gb today but had a $50 coupon so I got it for the price of a 32
First time I ever went with colored accents
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Click to collapse
Congrats! I just wish the 64 was available when I used the cyber Monday coupon, that would have been awesome.
What's up with the price of the 64GB option jumping way more than $50? I choose 32GB, and it says $449. OK. I choose 64GB, and it jumps to $599. A $200 jump from the price of the 16GB, not $100.
Anyone know what's up?
graffixnyc said:
I ordered my 64gb today but had a $50 coupon so I got it for the price of a 32
First time I ever went with colored accents
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Hey friend..when you receive the device, would/could you post a few pictures (or) video of the device, I certainly would like to see the theme you have chosen.?
Or even a review..lol
Sent by my Motorola Droid XYBoard MZ617-32 10.1_ICS 4.04

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