Database Users

[q] Anyone order a replacement phone? How long did it take to receive?

Hey all, this is for those who had a defect with their first Nexus 4, and had to call Play Support and request a new one.
When you call in, you place the order while on the phone, they e-mail you while on the phone. How many days between that and actually receiving a notice that Google is shipping it out?
I placed a replacement order 4 days ago and have heard nothing since..
Just curious, and also might help others that are curious, thanks!

Considering that 4 days ago was a weekend, and they won't ship anything on weekends + 2-3 Business days to process your order, you will probably get shipping details on the 6th or 7th (could be tomorrow.)
And I don't think the DC knows whether your order was for a replacement or not since you had to order the replacement from the play store, so it might get shuffled behind those that have place orders ahead of you.
I was going to process a replacement (RMA/Shipping Label email is sitting unread in my Inbox); but decided to wait to see if others are experiencing the problem first. To find out its a mass issue or just related to my device.

I placed an order for an RMA unit Thursday night after calling Google and having the RMA link emailed to me. I received an email the following morning with a notice that the replacement phone had shipped and a tracking number was provided. The UPS tracking page just displayed a yellow box that says "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
I just checked again and the yellow box with the above message is still there. I'm thinking that the tracking number should have updated information by Friday. Ideally, I'd like to have the new phone by then but at this rate I'll just be happy to have it by this time next week.

I ordered the replacement and received it 5 days later. Unluckily, I got a defected replacement and I have to called CSR again. Ordered 2nd replacement on Dec 2 and still waiting for taking number.

What email did you guys first get? The RMA email?
I placed one today and have only gotten an RMA email, nothing about a new phone being shipped...
They state it will be here 3-5 days, I leave the country saturday so I may be out of luck..
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sn0warmy said:
I placed an order for an RMA unit Thursday night after calling Google and having the RMA link emailed to me. I received an email the following morning with a notice that the replacement phone had shipped and a tracking number was provided. The UPS tracking page just displayed a yellow box that says "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
I just checked again and the yellow box with the above message is still there. I'm thinking that the tracking number should have updated information by Friday. Ideally, I'd like to have the new phone by then but at this rate I'll just be happy to have it by this time next week.
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What shipping method did they use? Can you tell based on the tracking number

Ordered a replacement on Nov 28, 2012 4:20:48 PM PST
Received the RMA email.
Order confirmation email said Estimated Ship:Less than one week
No shippnig/tracking number email yet

ntt1409 said:
I ordered the replacement and received it 5 days later. Unluckily, I got a defected replacement and I have to called CSR again. Ordered 2nd replacement on Dec 2 and still waiting for taking number.
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Unfortunately, I'm already expecting the RMA unit to be defective as well. The more I read the more it appears these phones all seem to have at least 1 thing wrong with them.
jmejiaa said:
What email did you guys first get? The RMA email?
I placed one today and have only gotten an RMA email, nothing about a new phone being shipped...
They state it will be here 3-5 days, I leave the country saturday so I may be out of luck..
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Yeah, I'd be amazed if you receive the phone by Friday. I ordered my RMA unit last Thursday and don't even expect to receive it till next week.

sn0warmy said:
Unfortunately, I'm already expecting the RMA unit to be defective as well. The more I read the more it appears these phones all seem to have at least 1 thing wrong with them.
Yeah, I'd be amazed if you receive the phone by Friday. I ordered my RMA unit last Thursday and don't even expect to receive it till next week.
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Oh well, I may have to keep both and sell the extra when I get back then.
I'm sure the speaker noise will be there in the replacement...

So where do they pull these replacement orders from? Do they have a stash of Nexus 4's solely just for replacements separate from the regular orders?
And what's the guarantee the replacement unit won't be of the same "batch" and have the same issues?
Just curious because my earpiece is buzzing and I'm not sure if I should bother exchanging or not... You also lose out on the screen protector and have to get a new one.
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jmejiaa said:
Oh well, I may have to keep both and sell the extra when I get back then.
I'm sure the speaker noise will be there in the replacement...
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If you decide to keep both, will they add shipping and tax to the AUTH charge? Because if not, isn't this a sneaky way of getting a 2nd Nexus 4 for cheaper? Or likewise, a Nexus 4 way earlier than folks ordering normally?

Got mine in 5 days after ordering a replacement
Sent from my Nexus 4 using Tapatalk 2

Called on the 28th got confirmation on same day with all the links got shipping notification on the 30th, received it Tuesday the 4th very positive expirence.
also i sent a support thingy via the website didn't hear anything for 24hours so i just called and got everything instantly. so yeah if you need to RMA and want it fast just call and do it on the phone with the rep

called the night of 29th for RMA, got confirmation e-mail right away, but nothing since then....called google on 3rd and 4th dec, apparently it's still being processed...go figure. Not too happy right now.

zealtor said:
called the night of 29th for RMA, got confirmation e-mail right away, but nothing since then....called google on 3rd and 4th dec, apparently it's still being processed...go figure. Not too happy right now.
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We are in the same boat.
Ordered the night of 28th, got RMA and order confirmation email. No shipping email yet. I would like to receive the replacement asap since I have to return the device in 21 days. On the other hand, there is a chance that the replacement might be from a newer batch so I don't mind waiting.

onthecouchagain said:
So where do they pull these replacement orders from? Do they have a stash of Nexus 4's solely just for replacements separate from the regular orders?
And what's the guarantee the replacement unit won't be of the same "batch" and have the same issues?
Just curious because my earpiece is buzzing and I'm not sure if I should bother exchanging or not... You also lose out on the screen protector and have to get a new one.
If you decide to keep both, will they add shipping and tax to the AUTH charge? Because if not, isn't this a sneaky way of getting a 2nd Nexus 4 for cheaper? Or likewise, a Nexus 4 way earlier than folks ordering normally?
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Yes, they have a seperate stock for RMA's only. Which explains why they can be sent out right away.
There is no gaurantee that these replacements didn't come from the same batch at the defective units. In fact, more than likely they are the same batch. I remember when I RMA'd my Galaxy Nexus last year the rep told me that the RMA units are hand inspected to ensure there are no defects, which I believed at the time. But after all this N4 shipping craziness and lies I don't believe a word any of those people tell me.
As far as I'm aware they will only charge the "auth" amount in full if you fail to return the device. So for me the $349 charge will hit my card and I COULD turn around and sell the other phone if I wanted. However, I'm just going to send it back.
np231 said:
We are in the same boat.
Ordered the night of 28th, got RMA and order confirmation email. No shipping email yet. I would like to receive the replacement asap since I have to return the device in 21 days. On the other hand, there is a chance that the replacement might be from a newer batch so I don't mind waiting.
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Yeah, this makes me nervous as well. I ordered on the 29th and received my tracking number on the 30th. However, the tracking status is still just the yellow box saying a shipping label has been created as of 12/5. I'm afraid that I won't get the phone until I have like 1 day to return the defective unit within the 21 day period.
Time will tell I suppose.

Another person on the same boat. Called on the 28th forgot to click the link to reordered till the 1st. Still haven't receive any tracking info.

Ordered replacement on 28th and got a shipping notice just after midnight of the 30th. No movement on the tracking number even though I got a useless My Choice notification that it was going to be delivered yesterday. Nothing arrived . Awaiting a reply from my CSR.

tysj said:
Ordered replacement on 28th and got a shipping notice just after midnight of the 30th. No movement on the tracking number even though I got a useless My Choice notification that it was going to be delivered yesterday. Nothing arrived . Awaiting a reply from my CSR.
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Keep me posted. Looks like myself and others are in the same situation. Just about the same dates and everything.

Here's my complete experience with my first RMA...
I called them a few days after i received my N4 (i was a first batch buyer) and noticed on the back i had a crack and scratches, despite still having the back film on there, so i took the film off thinking that was scratched but it wasn't, it was the phone out of the box so i called Google on Wednesday before Thanksgiving, they couldn't match my imei so they sent it to a "higher up" and then i called again Monday because i had heard nothing and the CSR said the RMA was ready and i started the process on Monday afternoon! I got a shipping confirmation the next day at about 6 pm Tuesday, i clicked the tracking number and to my surprise, my phone was already in my state ready for delivery! I received the phone at about 7 pm Wednesday! Now my replacement had no scratches or anything, however, it had the fu**in deafening screeching sound when in a call so i called again this past Sunday and got another RMA set up...but this time i haven't gotten a shipping email yet, just a "ship within a week" notice! I don't mind it since i already have the device, but here's hoping it doesn't have the sound! If it does, ill milk the RMA until i get a device without that sound! Its unbearable! Anyways, that's my story!
Sent from my Google Nexus 4

OT
Hey Guys, This is gonna be a bit off topic, but don't take it wrong.. i am thinking about ordering this phone from germany (my friend does live here so he will order it then he will send it to me to slovakia),, but as i see this,, it's really not worth of it as i see dozens of problems with this phone,
So my question, IS it worth to get this phone with that so many problems?

11/29 - RMA order placed
11/30 - Confirmation email with UPS tracking number received. Email says that the phone will be delivered within 3-5 business days
11/30 - UPS Tracking page says, "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."
12/5 - UPS tracking page still says the above with no additional tracking info
Today is the 4th business day since receiving the email with the tracking number so I figure that there should definitely be at least an origin scan on the UPS tracking page by now. Since there does not appear to be an update to the tracking progress I decided to make some calls and see if anyone could shed light on where my RMA unit is. I called UPS first. They told me that the label has been printed but the seller (Google) still hasn't given them the phone to ship out. This was precisely what I figured the case was because Google has just been so fantastic about shipping these N4's out.
Then I decided to call Google for some sort of an explanation (optimistic, I know). I talked to a CSR who gave me the same BS others have been getting who also have the tracking number with no tracking updates. He said this situation is "very strange and rare" then said he would forwarded my issue to a "shipping specialist" (yeah right) and told me he would email me back within the next 2 days (again, yeah right).
So here I am with absolutely no idea where my replacement phone is. I suppose I could be worse off though since I already have an N4 in my possession. But now I just want one that isn't defective out of the box.

what to do when Google don't ship out RMA ?

Talk about getting screwed. I called in to get a replacement for my device two weeks ago and now I got one more weeks left to return this phone, but Google still have not shipped their device yet. I've contacted Google support like 3 times already, but no luck getting any info. They would send me a general email saying something like it would be shipped out in a timely manner and sometimes they would refer to my nexus 4 as the nexus 10 or the nexus 7. These people don't even read the emails they send out. Should I just send in my device to avoid the 21 days penalty? I'll be without a phone for until they shipped.

Try to contact them and explain your issue. If their shipping is delayed is not your fault so no penalty should be applied. Ask them!
Sent from my GT-I9300 using Tapatalk 2

I just had my order status for my RMA changed to pre-ordered, so I called Google Play support. It turns out the RMA's are now affected by back orders as well. So I explicitly asked the CSR about the 21 day window, he assured me that Google will not charge me if the replacement device has not shipped. He said if I am actually charged, not just a pending AUTH (which has already cleared) to just call up. He said he's never heard of it happening, they've been told by their supervisors that it won't happen, but IF it does happen they are to refund that charge.

I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.

File a BBB report, notify your bank of the situation and give them your BBB complaint case number. Request that your bank decline further transactions from GOOGLE *Devices until further notice.

qpqpqp said:
I just contacted Google again. They said i will still be charged for the device if I don't return it within the 21 days even though they don't have a device to send out. This will be my last time I order from Google.
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makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?

noobdeagle said:
makes sense to me your doing an RMA its a faulty device why hold on to it if its not working ?
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Maybe the OP's phone still works better than no phone at all. Mine is deadlined, but the digitizer still works where I need it to for answering calls, and I can't go without until they decide to ship me a replacement phone.

Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.

gr8cop said:
Man I am sorry about your luck. I called Google for an RMA last night and my replacement was shipped this morning and the UPS tracking shows I will have it COB on Friday. I was actually surprised that it was shipped so quickly, as I thought there would be a delay because of the lack of stock units. I hope that you get this addressed with Google, there has to be some glitch on what is going on with your RMA.
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Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.

USSENTERNCC1701E said:
Jesus, this is the same **** the pulled with ordering the phone in the first place. I ordered my phone within the first minute, didn't get it for over a week, people ordering it 6 hours later got it in two days. I RMA a week ago, now it's preordered, you RMA last night and it ships today. Dufuq Google, this is some bull ****. Not to mention the OP now being told 'll be charged for the current device before the replacement ships.
Happy for you though.
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I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.

I had my RMA overnighted on 12/11
device not yet received
this is what tracking says
A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.

gr8cop said:
I agree that it is bull. I don't know if it was the CSR that I talked to or what, but I just got confirmation that my replacement was delivered at my house (1 day earlier). I suggest that you continue to call them to see what is going on.
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I already called like 6 times and talk to 6 different people. They elk don't seem to care. I just don't know what else I can do.

This is what I just got.
Thank you for contacting us.
You have 21 days to return the original device not 21 days to*receive* the device. You can return the device if you have the RMA and shipping label. As for a replacement device, unfortunately they are on backorder and will not be shipped for 3-5 weeks. I apologize for the*inconvenience*and appreciate your patience.
If you have any other questions please feel free to reply back to this email.
I was assured they had separate stock for RMA, probably get a better service from someone that speaks a different language to me.
Sent from my Nexus 4 using xda premium

Motorola Cust Support is horrible

I never, ever get a resolution when I call them. I just lose 15-20 minutes of my life I can never get back....

My phone came in with blemishes on the white back cover. They wanted me to send it in and fix it. There was no way I was going to send in brand new just to have service done. They forced my hand and I threw it in their face with a smile. I just kept saying no to every scenario until I was compensated for their lack of professionalism. Then I told them how I wasn't offered a case and how it would cover up blemish. From there they offered me any case on their site. I choose the Commuter per their recommendation, and plus I hate the plastic screen protector on the Defender. And unlike some other folks, I have the order number and email confirmation for the Otterbox Commuter.
So just like your mom said, "Just say no (to drugs)." But in this case, to their refusal to bend. Make them bend over for you.
Sent from my Galaxy Nexus using xda app-developers app

overthatscreen said:
My phone came in with blemishes on the white back cover. They wanted me to send it in and fix it. There was no way I was going to send in brand new just to have service done. They forced my hand and I threw it in their face with a smile. I just kept saying no to every scenario until I was compensated for their lack of professionalism. Then I told them how I wasn't offered a case and how it would cover up blemish. From there they offered me any case on their site. I choose the Commuter per their recommendation, and plus I hate the plastic screen protector on the Defender. And unlike some other folks, I have the order number and email confirmation for the Otterbox Commuter.
So just like your mom said, "Just say no (to drugs)." But in this case, to their refusal to bend. Make them bend over for you.
Sent from my Galaxy Nexus using xda app-developers app
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Lol good for you, but normally if you got a messed up phone you send it back for repair, just like they requested.

BladeRunner said:
I never, ever get a resolution when I call them. I just lose 15-20 minutes of my life I can never get back....
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I used their live chat because one of my promo codes wasn't working. The rep wanted me to try and get another code and I was like "I can't just get another promo code after the registration is over". Then she told me the code wouldn't work because I had made a Moto X with a natural (bamboo) back. I figured this could be the case even though it wasn't listed as an exemption on the email I got with my code. I then check back to the thread here where I had signed up for the code and see a lot of people who had gotten a wood back with the code. They lied to me to get rid of me in a way. Now I'm considering calling them up and explaining this,but I don't know if this will do any good.

I actually had a decent experience with them. I couldn't get the bootloader unlock website to work for me and sprint allows the bootloader to be unlocked. So I had to call customer support to get it. I talked to a lady in the philippines, she was thrown off a little by the fact that I speak some tagalog but she escalated the call one level and a ticket was submitted to the developers with my IMEI number, just a few hours later I had the unlock code for the bootloader in my e-mail inbox. No complaints here.

Try posting on their forums. It did alot for me! I got the attention of Wendy who set up my RMA and gave me a code to make a new one for free.

I think their customer support is actually pretty great. I got a $20 code from them and actually chatted back asking if I could get a case instead of the code and they sent me a $50 code.

trainplane3 said:
Try posting on their forums. It did alot for me! I got the attention of Wendy who set up my RMA and gave me a code to make a new one for free.
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Yeah I had the same experience, got Wendy through the forums and she was able to put in touch with some helpful people. They agreed to send me a free JAX headset as compensation.

i had problems too but fortunately i solved by myself

I think their customer support is superb! I received an air grip case which came out of the box scratched. I called about it and they said to keep the scratched one and they would send me another one. They sent me the air jacket case by mistake and I had to call them again to let them know. They said to keep that case and they are sending me the correct case. 2 free cases hassle free other than a couple of short phone calls.
My walnut back moto x had discoloration on the screen and they are sending me another one no questions asked. Their customer support alone has made me a Motorola fan for life.

I just had a great experience with customer service. My SIM card rattles in the tray. I sent an email explaining the problem and within 10 minutes had a response. Within one hour I had a tracking number.
Sent from my XT1060 using XDA Premium 4 mobile app

trainplane3 said:
Try posting on their forums. It did alot for me! I got the attention of Wendy who set up my RMA and gave me a code to make a new one for free.
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Which forum please? I'm pushing a month now with their customer. I called two days ago to but get a RMA cause of the customer service and got the run a round for 45 minutes.
Moto X

+1 on which forum. I got my brand new Dev Edition with multiple screen scratches. Customer service seems not to care when this phone should never have been shipped ... now it's like oh "I'm sorry about that" and I'm supposed to lose the $100 discount to boot. No way to treat a customer. Woodside probably saw where things were headed and jumped a leaking ship.

Here: https://forums.motorola.com/hives/a440c30711/summary
Sorry about the slow response. Just make a discussion thread and wait. It took about a day after I posted it for Wendy to come to my rescue.
Here's my thread in case you guys were curious: https://forums.motorola.com/posts/8b45f81a93?commentId=762667

trainplane3 said:
Here: https://forums.motorola.com/hives/a440c30711/summary
Sorry about the slow response. Just make a discussion thread and wait. It took about a day after I posted it for Wendy to come to my rescue.
Here's my thread in case you guys were curious: https://forums.motorola.com/posts/8b45f81a93?commentId=762667
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Thank you done already. Received an email from her about three hours ago. Fingers are crossed
Moto X

ghostt021 said:
Thank you done already. Received an email from her about three hours ago. Fingers are crossed
Moto X
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She'll help you out well. Just give her time because it is the weekend. Then again, she kept in contact with me over last Saturday and Sunday.

trainplane3 said:
She'll help you out well. Just give her time because it is the weekend. Then again, she kept in contact with me over last Saturday and Sunday.
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Thank you sir. Wendy is my hero. Should be getting the developer's edition soon.
Moto X

Mayze23 said:
I think their customer support is superb! I received an air grip case which came out of the box scratched. I called about it and they said to keep the scratched one and they would send me another one. They sent me the air jacket case by mistake and I had to call them again to let them know. They said to keep that case and they are sending me the correct case. 2 free cases hassle free other than a couple of short phone calls.
My walnut back moto x had discoloration on the screen and they are sending me another one no questions asked. Their customer support alone has made me a Motorola fan for life.
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The first time I did a return I did it through online chat and had no problems . the second time I did it over the phone and the service was just as good maybe even a little quicker.

I've returned three devices and had nothing but good service. Their chat is pretty responsive. And someone phoned me to walk me through a moto maker order that wasn't working.
Sent from my XT1053 using Tapatalk

ghostt021 said:
Thank you sir. Wendy is my hero. Should be getting the developer's edition soon.
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I got my issue resolved after some serious head banging ... before I knew about Wendy. But right after my situation got fixed via Matt, I came across a guy having a similar replacement issue on a Dev Edition, got him in touch with Wendy ... on the SAME afternoon she fixed the issue for him that he'd got spun around for a week+. Wendy for the win!

Get ready for some terrible customer service.

Anyone else have experience with a damaged Moto X?
My wife broke her screen, leaving us with calling moto to pay the $125 damage fee + $250 deposit for the advanced exchange.
5 days later they haven't even moved on the order because they can't validate my IMEI... This is after roughly 8 other calls trying to complete the transaction because others couldn't figure out how to place the order.
Total calls to moto at this point = 10
Hours spent ~ 4
Device still broken and now we are waiting on the IT department of Motorola to load my IMEI to the system because Motorola failed to do that.
Getting terribly frustrated with "Here at Motorola we make it right" which they say every single time I call, but somehow fail to do every time.
Anyone else had this issue?
Sent from my XT1060 using XDA Free mobile app

Email [email protected] with the details of your experience. You'll have a top level customer service response in less than 24 hours

Hey guys im trying to get a #hashtag on twitter trending #MotoWaitgate if you get a sec add your story to twitter and tag @motorola

Had to return a couple. They don't seem knowledgeable in general and often give false information.

nineismine said:
Hey guys im trying to get a #hashtag on twitter trending #MotoWaitgate if you get a sec add your story to twitter and tag @motorola
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Joined you on Twitter with the #motowaitgate

Got my replacement code without the phone call they promised about an hour after posting this. My problem now is that originally they told me I wouldn't get a code and had to receive the same device. "That's what allows the 4 day replacement"
My code puts me up for a delivery of 10/23
Sent from my SM-G900V using XDA Free mobile app

sounds like moto customer service to me. last year i ordered my x in september.. right after launch. four days later i broke the screen. it took three weeks to get things sorted. that was with me paying for the expended protection. got me a free replacement though. and then had to buy the ext warranty again. it then took six weeks to get my refund on the original $85.

Glad to see that someone's had any luck with these guys.
Sent from my HTC One_M8 using XDA Premium HD app

Requested my replacement. Got approved within 4 hours. Ordered a new one with code and it got shipped 2 days later. Can't complain.
Sent from my Nexus 7 using Tapatalk

BriCo84 said:
Email [email protected] with the details of your experience. You'll have a top level customer service response in less than 24 hours
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I sent a lengthy email to this email address regarding a terrible customer service experience I had today. Let's see if anything comes of it.
---------- Post added at 01:57 AM ---------- Previous post was at 01:43 AM ----------
This was my chat with a CSR earlier today...
Web
more
Primary
Chat Session [Incident: 141013-002071]
M
Motorola Global Reply
to me
7 hours agoDetails
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
If this issue is not resolved to your satisfaction, you may reopen by replying to this email within the next 7 days.
Thank you for allowing us to be of service to you.
Subject
Chat Session
Discussion Thread
Via Email (Diana) 10/12/2014 05:35 PM
Hello Chris!
this is Diana, from Motorola Support. Just letting you know that the order for your Belkin 2-Port Car Charger is on its way! The order number is xxxxxxxx, and you should be expecting this in 5 to 7 business days. If you have any other questions, please do not hesitate to reach out to us. Have an amazing day!
Best regards,
Diana
Motorola Support Team
Chat Transcript 10/12/2014 05:08 PM
[12:14:10 PM] Hi, my name is Daniel. How may I help you?
[12:14:48 PM] chris : Hi, I'm trying to figure out whats going on with my online order
[12:15:11 PM] chris : When I placed the order, the eta was 8 days. Now it's saying 10/27
[12:16:16 PM] Daniel: the 8days it is the time estimated for building at the moment since we have a high demand for the device we had to make the devices back ordered so they take a little longer than 8days.
[12:16:30 PM] Daniel: that is why your estimated delivery date is on the 10/27.
[12:16:44 PM] Daniel: I do apoloigze for the inconvenience.
[12:17:19 PM] chris : Why didn't it mention anything about backorders when I placed the order? I placed it on 10/9, that's 18 total days.
[12:18:36 PM] Daniel: Yes I do apologize for the inconvenience.
[12:19:53 PM] chris : I don't understand. If its taking 8 days to build it, why is it taking an additional 10 days to receive it?
[12:20:03 PM] Daniel: All we can do at the moment is wait we will try to get your device as fast as we can to you.
[12:20:27 PM] Daniel: because how I explained we have a high demand for the devices at the moment.
[12:20:51 PM] Daniel: we have a lot of devices we have to build so your device is entered in to a queue.
[12:20:58 PM] chris : I didn't buy it subsidized, I paid full price for a pure edition rather than buy in the AT&T store.
[12:21:03 PM] Daniel: so it might be building or waiting to be build.
[12:21:16 PM] Daniel: Yeah and you will get that.
[12:21:39 PM] chris : Yeah, so your website waits till my order is already placed and never mentioned anything about a backorder
[12:21:46 PM] chris: that seems deceitful
[12:22:12 PM] Daniel: actually the web page must have given you an estimated delivery date once you placed the order.
[12:22:25 PM] Daniel: it should have said something about it.
[12:23:15 PM] Daniel: we have been backordering orders for a while now there is no way the web page told you 8 days you might have looked at the building time under the phone while you were placing the order.
[12:23:55 PM] chris : it mentioned nothing about a back order. It said "estimated date 8 days" while I was building it. I ordered it under the pretense that I would have it within that time frame. After my order was taken, it gives me a date of an additional 11 days.
[12:25:15 PM] Daniel: Yeah the one that you have after you placed the order that is the real estimated delivery date the 8 days is just showing how long does it take to build a phone but at the moment since they are backordered we give you the real estimated delivery date at the end.
[12:25:42 PM] chris: I just placed a mock order, it says "estimated delivery date 5 days"! for the same phone. would you like to see?
[12:27:26 PM] chris: It mentions absolutely nothing about back order. Have you even checked my order to see where it's at?
[12:28:54 PM] Daniel: It says 5 days but once you get the estimated delivery date it will say the real estimated delivery date.
[12:29:05 PM] Daniel: and what are you looking at the available on stock date.
[12:29:06 PM] Daniel: ?
[12:29:20 PM] Daniel: that is not the estimated delivery date.
[12:30:01 PM] chris: it says "ESTIMATED DELIVERY DATE" That's EXACTLY what it says!
[12:30:42 PM] chris: Why does it change AFTER I place my order? Why doesn't it say that before I commit to buy it?
[12:31:06 PM] Daniel: Let me see it.
[12:31:26 PM] chris: Ok how can I send you a screen shot
[12:31:40 PM] Daniel: just send me the link.
[12:32:28 PM] chris : If I send you the link, it will just take you to the main site because you're not logged in on my account
[12:32:54 PM] chris: https://www.motorola.com/us/motomaker?pid=FLEXR2#pricing/breakdown (https://www.motorola.com/us/motomaker?pid=FLEXR2#pricing/breakdown)
[12:33:00 PM] chris: that's the link.
[12:35:06 PM] Daniel: To be honest with you there is no info at all where it would say that I do apologize look what I can do is escalte it to our motomaker support department and you send us a screen shot of what you are looking at in the web page but that will not change the estimated delivery date on your device.
[12:35:41 PM] chris: Are you planning on checking on my order to see where it's at?
[12:36:48 PM] Daniel: I can check but I can assure you it is waiting to be build at the moment you said it yourself your estimated delivery date is on the 27th.
[12:37:21 PM] Daniel: let me have the order number I can assure you that is going to be the case.
[12:38:15 PM] chris: For customer support, you're pretty rude. You've offered absolutely no explanation or assistance.
[12:38:45 PM] chris: and my order number is xxxxxxx
[12:38:56 PM] chris: tell me something about it
[12:39:50 PM] Daniel: I mean I do apologize that you have to wait I do understand your frustration but the only thing we can do is have patience.
[12:39:56 PM] Daniel: For sure let me see.
[12:41:00 PM] Daniel: that is invalid the rigth one is xxxxxxxx
[12:41:22 PM] chris: yup
[12:41:36 PM] Daniel: waiting to be build not shipped yet the estimated delivery date is on 10/27/2014.
[12:41:55 PM] chris: Good. I want to cancel it then
[12:42:11 PM] Daniel: I do apologize I can not.
[12:42:20 PM] chris: Who can
[12:42:31 PM] Daniel: No one can I do apologize.
[12:42:38 PM] chris: Someone can
[12:42:54 PM] chris: it's not even built yet. it can be cancelled
[12:43:04 PM] chris: I want my money refunded to me
[12:43:06 PM] Daniel: It is already on the distribution department you are passed the cancellation period what you can do once you get the order is do a return for credit.
[12:43:29 PM] Daniel: You have 14 days once you receive it to do a return for credit and you will get a full refund.
[12:43:53 PM] chris: Negative. I'm not waiting 3 weeks for it to be sent to be to be returned for a refund. I want it cancelled NOW, and a refund issued to me so I can go buy another phone
[12:44:00 PM] Daniel: But I do apologize it can not be cancelled at the moment.
[12:44:24 PM] Daniel: I do apologize we can not touch it.
[12:44:36 PM] chris: I need to speak to a supervisor then. Provide me with contact info for a supervisor
[12:45:51 PM] Daniel: I can pass you with one right now but she will tell you the same thing I am telling you now.
[12:47:08 PM] chris: Stop being a wise guy, I don't need you to tell me what your supervisor is going to tell me. Your not a supervisor, for obvious reasons, "pass me" to them
[12:47:57 PM] Daniel: I am not trying to be wise I am just been honest with you but for sure I will pass you with her right now.
[12:50:28 PM] chris: how long do I have to wait for that to happen?
[12:51:43 PM] Daniel: Just one second.
[12:55:34 PM] Hi, my name is Diana. How may I help you?
[12:55:35 PM] 'Daniel' disconnected ('Participant Left').
[12:56:36 PM] chris: Hi, the delivery date on a device I ordered has changed without any notice. I wan't to cancel my order as it hasn't even been built yet.
[12:56:59 PM] Diana: Oh, I see Chris. Well let me help. Can I have your order number, please?
[12:57:19 PM] chris: xxxxxxxx
[12:57:58 PM] Diana: Thank you
[12:58:17 PM] Diana: Allow me one moment, let me open up your order, Chris
[12:58:38 PM] chris : ok thank you
[01:02:08 PM] Diana: Ok Chris
[01:02:12 PM] Diana: I'm sorry for the delay
[01:02:49 PM] chris: that's ok
[01:03:15 PM] Diana: I have your order in front of me. Unfortunately, I see that the order is already outside of the cancellation time frame. I truly apologize, but I would not be able to cancel this order anymore
[01:03:39 PM] chris: what is the cancellation time frame? When does it end?
[01:04:22 PM] Diana: The cancellation time frame is 2 hours after the order has been placed. After that, what we offer is a full refund when you receive the item, if you no longer want it
[01:05:44 PM] chri: My problem is I need a phone asap. I can't wait 2 more weeks to receive it. I built a mock device on the website an hour ago, and it says estimated delivery 5 days, Why is it so inaccurate?
[01:07:11 PM] Diana: I do apologize about that, we give 5 days after it has been built. And the building process takes a few days
[01:07:27 PM] Diana: I do see your point though, I am actually reporting all these observations about the web site
[01:10:42 PM] chris : That's extremely inaccurate. I know it's not in your control. However the last screen before I placed my order said "estimated delivery 8 days" So I figured between 6-10 days. As soon as the order is placed, it changed to 18 days. That's very deceitful. I could have bought in the store subsizied for $99. I wanted a pure edition, and paid full price and now I have to wait almost 3 weeks. I am extremely disappointed about this. It's all over the internet forums, and motorola is receiving a lot of bad press about it. For such a large company, this is not being handled in a professional matter. The people that pay full price get screwed over?
[01:13:25 PM] Diana: I see what you're saying Chris, and believe me, I am a customer, too, as is everybody, so I understand how you feel. I do apologize for this inconvenience, I know it's frustrating. Unfortunately, I am not able to cancel the order. I would like to give you a small gift though, as a compensation for your troubles, Would it be okay if I send you a free accessory?
[01:14:25 PM] chris: What did you have in mind?
[01:15:10 PM] Diana: It could be a PowerPack, or a pair of headphones, or a case for your phone. What is more useful for you?
[01:18:10 PM] chris : What about the turbo charger?
[01:19:38 PM] Diana: Unfortunately, the turbo charger, as well as the Power Pack Micro, since they are new products, they are still being back ordered, so we are not sending them as gifts for now, since we do not have a specific date for them to arrive.
[01:22:34 PM] chris hackett: Or the belkin 2 charge car charger?
[01:23:06 PM] Diana: Oh that can be sent, no problem! We also have the Power Pack 3000 available
[01:23:21 PM] Diana: But if you prefer the belkin cart charger, I can send that
[01:23:29 PM] Diana: car*
[01:24:38 PM] chris: Sure, the belkin 2 port car charger would be great.
[01:26:04 PM] Diana: Excellent! May I have the shipping address please? Should I use the one on the order?
[01:29:02 PM] chris: im sorry yes that address is good
[01:29:57 PM] Diana: No problem, Chris
[01:31:12 PM] Diana: Ok Chris, in that case, I will order that for you and I will email you with the order number
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you will get it before the 27th

phermey said:
you will get it before the 27th
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I received a response from executive customer relations this morning. Many items are on backorder and they're not even sure what the real eta is. They're going to contact suppliers and manufacturers to give me a more accurate eta.
I'd love to see it before the 27th, but I'm doubtful. And I can wait, its just the misleading info that pisses me off. From the builder saying "estimated delivery 8days" right up until I pay, to the customer service rep not offering any assurance or concern about the website. That's what really bothers me. If it said it was a 3 week eta from the get go, I still would have ordered it.

qwerty12601 said:
I sent a lengthy email to this email address regarding a terrible customer service experience I had today. Let's see if anything comes of it.
---------- Post added at 01:57 AM ---------- Previous post was at 01:43 AM ----------
This was my chat with a CSR earlier today...
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Wow you're a ****. Because the guy answering your chat making $10/hour is totally the one at fault.

Restola said:
Wow you're a ****
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Sure, explain to me why.

qwerty12601 said:
Sure, explain to me why.
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Like most customers, you're wrong or grasping onto something irrelevant.
Before you place your order it says estimated date. As soon as you place your order it gives you an estimated delivery date. At that time you can pick up your phone and cancel your order if the wait is too long for your level of maturity. If however, you decide to wait a day or two, get your panties in a bunch because you're 12 years old and can't actually wait the amount of time they told you after you hit submit, then you're stuck until they deliver it. That might be annoying, but it's not deceitful.

Restola said:
Wow you're a ****. Because the guy answering your chat making $10/hour is totally the one at fault.
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What the guy answering my chat makes is none of my concern. I worked in customer service for a lot less than 10 an hour and put up with tons of ****. Tnat was my job and i did it. Didnt use my salary as a reason to complain about my job. I chose it therefore i did it. I'm not going to call you a **** for your empty minded response, but you obviously have no clue how customer service works.
He had a total non chalant approach to my issue. He offered no assistance. "If it says x then x it is", or " my supervisor is going to tell you the same thing" are not appropriate responses. That gives me ABSOLUTELY no assurance that Motorola as a company is going to be positive. The customer service reps are the face of their company ad they're the front line for issues. They need to have better responses than above.
---------- Post added at 11:15 AM ---------- Previous post was at 11:12 AM ----------
Restola said:
Like most customers, you're wrong or grasping onto something irrelevant.
Before you place your order it says estimated date. As soon as you place your order it gives you an estimated delivery date. At that time you can pick up your phone and cancel your order if the wait is too long for your level of maturity. If however, you decide to wait a day or two, get your panties in a bunch because you're 12 years old and can't actually wait the amount of time they told you after you hit submit, then you're stuck until they deliver it. That might be annoying, but it's not deceitful.
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That's funny, because the response I received from customer relations agreed that that practice was not right, and she already has the web team working on a solution to give a more accurate eta BEFORE you finalize the purchase.
So you've called me a ****, said I was 12 years old...take a look in the mirror lately?

qwerty12601 said:
What the guy answering my chat makes is none of my concern. I worked in customer service for a lot less than 10 an hour and put up with tons of ****. Tnat was my job and i did it. Didnt use my salary as a reason to complain about my job. I chose it therefore i did it. I'm not going to call you a **** for your empty minded response, but you obviously have no clue how customer service works.
He had a total non chalant approach to my issue. He offered no assistance. "If it says x then x it is", or " my supervisor is going to tell you the same thing" are not appropriate responses. That gives me ABSOLUTELY no assurance that Motorola as a company is going to be positive. The customer service reps are the face of their company ad they're the front line for issues. They need to have better responses than above.
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I worked in a call center for 6 years back during college, including 2 as a supervisor. Been there, done that, made less than $10/hour too until I was promoted. Your entitled attitude triggered a lot of memories of the BS I had to deal with. Funny how you absolutely have to have a phone (but didn't bother canceling when you found out it was a 3 week delivery). Are you going to be making those emergency phone calls on your free car charger while you wait?
Look, I'm sorry for calling you a ****, but that crap just really gets under my skin.

Restola said:
Like most customers, you're wrong or grasping onto something irrelevant.
Before you place your order it says estimated date. As soon as you place your order it gives you an estimated delivery date. At that time you can pick up your phone and cancel your order if the wait is too long for your level of maturity. If however, you decide to wait a day or two, get your panties in a bunch because you're 12 years old and can't actually wait the amount of time they told you after you hit submit, then you're stuck until they deliver it. That might be annoying, but it's not deceitful.
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Restola said:
I worked in a call center for 6 years back during college, including 2 as a supervisor. Been there, done that, made less than $10/hour too until I was promoted. Your entitled attitude triggered a lot of memories of the BS I had to deal with. Funny how you absolutely have to have a phone (but didn't bother canceling when you found out it was a 3 week delivery). Are you going to be making those emergency phone calls on your free car charger while you wait?
Look, I'm sorry for calling you a ****, but that crap just really gets under my skin.
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Its a shame that you let someone else's opinion on the internet get under your skin. I was in customer service for a long time. Hated it so much that I went into a line of work where I don't have to take crap from people. But I don't let it get to me. Take it easy fella.

qwerty12601 said:
Its a shame that you let someone else's opinion on the internet get under your skin. I was in customer service for a long time. Hated it so much that I went into a line of work where I don't have to take crap from people. But I don't let it get to me. Take it easy fella.
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I usually do pretty well with the internets. But there's so much annoying stuff being posted about these delivery dates I should have ignored it all rather than engaging.
Glad I'm also about 10 years out of that job. Nothing I've done since or will ever do again will have to deal with the general public, but I respect the poor souls that still do.

One of the major gripes with the Moto X purchase process is that Motorola has not been allowing cancellations, even when delivery dates changed substantially after the order. But they do charge your CC on order, not on shipping.
I realize that the phones are customized, but people who are ordering now are getting phones in a few days. My daughter ordered a 32 GB using MotoMaker on Monday for AT&T and it has already been shipped, delivery date on Friday! Others are told that their phones are backordered because they don't have 32 gb memory?
Yes - Motorola has some customer service issues.

Moto X returns, worst customer service.

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.
<<
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
<<<<
-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.