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    Angry Terrible Customer Support from Motorola

    I received my Moto X on August 31st .unfortunately the volume keys were not working. when contacted Motorola about the same they insisted on returning the device so that a redemption code can be sent to order another phone online.

    Initially i have been told the redemption code will be sent within 24-48 hours upon receiving the device .

    Now it's past 7 days with no phone and all I hear from them is "the issue has been escalated to Admin department and they will call you" which never happened.

    This is the worst customer service experience I have ever received from Motorola.
  2. #2  
    slave's Avatar

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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by pinkunani View Post
    I received my Moto X on August 31st .unfortunately the volume keys were not working. when contacted Motorola about the same they insisted on returning the device so that a redemption code can be sent to order another phone online.

    Initially i have been told the redemption code will be sent within 24-48 hours upon receiving the device .

    Now it's past 7 days with no phone and all I hear from them is "the issue has been escalated to Admin department and they will call you" which never happened.

    This is the worst customer service experience I have ever received from Motorola.
    Yup. Exact reason I returned mine. Craptastic customer service.
  3. #3  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by pinkunani View Post
    I received my Moto X on August 31st .unfortunately the volume keys were not working. when contacted Motorola about the same they insisted on returning the device so that a redemption code can be sent to order another phone online.

    Initially i have been told the redemption code will be sent within 24-48 hours upon receiving the device .

    Now it's past 7 days with no phone and all I hear from them is "the issue has been escalated to Admin department and they will call you" which never happened.

    This is the worst customer service experience I have ever received from Motorola.
    Could not agree more. After spending the last two days talking to them I am rethinking my purchase altogether and I really like the moto x.

    Posted via Android Central App
  4. #4  
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    Default Re: Terrible Customer Support from Motorola

    Unfortunately there is only one smartphone manufacturer with great customer service "APPLE". Believe me, I hate to say that. I think it is advisable to get insurance on any other phone.
    BassRumors - bass fishing forum.
  5. #5  

    Default Re: Terrible Customer Support from Motorola

    Yes, I agree. I've tried to order a phone through Motorola over four times without success and no one on the Customer Service side of things could help. I kept hearing that the issue would be escalated and I would hear from someone higher up the next day, but no one called me back. I spent over a week calling back to get the issue resolved (while Motorola hung on to my money). BTW, is their call center in the Philippines?

    I couldn't believe how bad their service is - didn't think anyone could be as bad as Asus, but these guys are worse. I've had great service from Apple & Nokia in the past and wonder why companies don't emulate their model.
  6. #6  

    Default Re: Terrible Customer Support from Motorola

    Yup spend about a half hour talking to somebody in Motorola regarding several issues. She informed me that because it was Sunday she couldn't access the phone inventory and would call me back Monday to discuss all my issues. It is now Tuesday afternoon no call back so far. Ridiculous.

    Posted via Android Central App
  7. #7  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by thegrants82 View Post
    Could not agree more. After spending the last two days talking to them I am rethinking my purchase altogether and I really like the moto x.

    Posted via Android Central App
    Wait what? What issues are you having? That sucks.
  8. #8  

    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by flydi379 View Post
    Yup spend about a half hour talking to somebody in Motorola regarding several issues. She informed me that because it was Sunday she couldn't access the phone inventory and would call me back Monday to discuss all my issues. It is now Tuesday afternoon no call back so far. Ridiculous.

    Posted via Android Central App
    Send me a PM with your order # and the type of issues you're having.
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  9. #9  

    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by Dr. Bombay View Post
    Yes, I agree. I've tried to order a phone through Motorola over four times without success and no one on the Customer Service side of things could help. I kept hearing that the issue would be escalated and I would hear from someone higher up the next day, but no one called me back. I spent over a week calling back to get the issue resolved (while Motorola hung on to my money). BTW, is their call center in the Philippines?

    I couldn't believe how bad their service is - didn't think anyone could be as bad as Asus, but these guys are worse. I've had great service from Apple & Nokia in the past and wonder why companies don't emulate their model.
    I'm not in customer service - but I care deeply about the phone and the company. (so i do this on my free time)

    What were you trying to do? Do you have an order on hold? Send me a PM and i'll see what I can do to try and help.

    - Lurker
  10. #10  

    Default Re: Terrible Customer Support from Motorola

    Same bad experiences here... Just returned mine to AT&T.
  11. #11  
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    Default Re: Terrible Customer Support from Motorola

    I tried ordering online many times yesterday and kept getting an error message about my credit card which is good. I now have four holds on my credit card and zero purchases...very frustrating to say the least!!

    Oops, forgot to add that online chats are a waste of time, calling hasn't helped yet but I am waiting for a call back about the website issues...
  12. #12  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by raiderep View Post
    I tried ordering online many times yesterday and kept getting an error message about my credit card which is good. I now have four holds on my credit card and zero purchases...very frustrating to say the least!!

    Oops, forgot to add that online chats are a waste of time, calling hasn't helped yet but I am waiting for a call back about the website issues...
    I'm actually working on an issue with a Motorola guy on the Official Motorola forum. His name is Matt and he actually actually replies fairly fast.

    Posted via Android Central App
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  13. #13  

    Default Re: Terrible Customer Support from Motorola

    Yeah Matt's been around a long time, since the beginning of the Android device forums. He's a good guy and really goes the extra mile. Unfortunately, they haven't cloned Matt after all this time or at least made him head of Customer Service.

    Sent from my XT1060 using Tapatalk 4
  14. #14  

    Default Re: Terrible Customer Support from Motorola

    I got an email today from the customer support operation manager to discuss my recent problems with customer care. Supposed to have a phone conversation tomorrow morning. Not that it will do much but I hope i can help shed a little light on what seems to be a much bigger issue

    Sent from my XT1058 using Tapatalk 4
  15. #15  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by inkmantpa View Post
    Yeah Matt's been around a long time, since the beginning of the Android device forums. He's a good guy and really goes the extra mile. Unfortunately, they haven't cloned Matt after all this time or at least made him head of Customer Service.

    Sent from my XT1060 using Tapatalk 4
    Well Matt told me that he saw my point but actually didn't fix anything for me. So for what its worth I guess.

    Posted via Android Central App
  16. #16  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by thegrants82 View Post
    I'm actually working on an issue with a Motorola guy on the Official Motorola forum. His name is Matt and he actually actually replies fairly fast.

    Posted via Android Central App
    I had a bad battery, what was wrong with yours?
  17. Thread Author  Thread Author    #17  

    Default Re: Terrible Customer Support from Motorola

    Upon calling Motomaker support I have been told an email with redemption code has been sent to me . waited for 3 hours and did not get anything from Motorola .
    Called them again and finally came to know nothing has been sent and it is still under process.
    Just cancelled my order and a refund has been processed.
  18. #18  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by thegrants82 View Post
    I'm actually working on an issue with a Motorola guy on the Official Motorola forum. His name is Matt and he actually actually replies fairly fast.

    Posted via Android Central App
    Quote Originally Posted by inkmantpa View Post
    Yeah Matt's been around a long time, since the beginning of the Android device forums. He's a good guy and really goes the extra mile. Unfortunately, they haven't cloned Matt after all this time or at least made him head of Customer Service.

    Sent from my XT1060 using Tapatalk 4
    Thanks guys, I posted there late last night and Matt replied this morning saying he is looking into my issue asap. Hopefully he gets to the bottom of my issue, I have over $2000 tied up on pending holds that's now unavailable if I happen to need it.
  19. #19  
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    Quote Originally Posted by slave View Post
    I had a bad battery, what was wrong with yours?
    Customer support sold the me the extended warranty. Took all of my CC info then nothing happened. Then I found out that I shouldn't have even been able to buy it because its only for at&t. The person that sold it to me said OK your all set knowing that I am Verizon. Moto service is overseas so I thought that I got scammed. Ended up having my amex shut off. Got in touch with Matt from Motorola who said that they have no record of my transaction. Then a few hours later he said that they found it under a different email but I only have one email...besides my military one and I never give that out.....and yes the moto website said nothing about just for at&t. Hours on the phone plus emails and shutting off my amex. Am I mad? Yes. Do I have Any issues with my moto x? No. But to tell you the truth, this thing is probably going back because these guys don't have a clue. I wanted to stick with it because of the american thing and I told them that but they wouldn't even insure my phone when their web site clearly didn't state that it was for any specific carrier. The american thing means that they glue a colored back to a phone made in China. Tech support is in India. The american thing is a sales tactic and a magazine add. People need to understand this. So its either the 5s or the nexus 5 or maybe even both. The moto x is a great phone but Motorola is not ready for the big time. In closing I told them, thanks for taking care of the military on 911. Made in the USA my a**. Sorry for the long rant but I wanted to love the company but they simply just can't support what they make.

    Posted via Android Central App
    slave likes this.
  20. #20  

    Default Re: Terrible Customer Support from Motorola

    I noticed that Punit Soni from Motorola has been VERY active on Google+ and is offering to help people with all sorts of issues. IMO I'd post a message on his page to one of the threads about the Moto X and wait for a reply.

    Here is the biggest one I found, he responded a lot
    https://plus.google.com/111499908439...ts/aoJywRTyBHD
  21. #21  

    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by thegrants82 View Post
    Customer support sold the me the extended warranty. Took all of my CC info then nothing happened. Then I found out that I shouldn't have even been able to buy it because its only for at&t. The person that sold it to me said OK your all set knowing that I am Verizon. Moto service is overseas so I thought that I got scammed. Ended up having my amex shut off. Got in touch with Matt from Motorola who said that they have no record of my transaction. Then a few hours later he said that they found it under a different email but I only have one email...besides my military one and I never give that out.....and yes the moto website said nothing about just for at&t. Hours on the phone plus emails and shutting off my amex. Am I mad? Yes. Do I have Any issues with my moto x? No. But to tell you the truth, this thing is probably going back because these guys don't have a clue. I wanted to stick with it because of the american thing and I told them that but they wouldn't even insure my phone when their web site clearly didn't state that it was for any specific carrier. The american thing means that they glue a colored back to a phone made in China. Tech support is in India. The american thing is a sales tactic and a magazine add. People need to understand this. So its either the 5s or the nexus 5 or maybe even both. The moto x is a great phone but Motorola is not ready for the big time. In closing I told them, thanks for taking care of the military on 911. Made in the USA my a**. Sorry for the long rant but I wanted to love the company but they simply just can't support what they make.

    Posted via Android Central App
    Wow... That is scary. I am guessing whoever took your credit card info the first time around did not know what he was doing. Great that you secured your card, but bad business. I hope they start organizing themselves a bit better.

    Posted via Android Central App
  22. #22  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by dpw2atox View Post
    I noticed that Punit Soni from Motorola has been VERY active on Google+ and is offering to help people with all sorts of issues. IMO I'd post a message on his page to one of the threads about the Moto X and wait for a reply.

    Here is the biggest one I found, he responded a lot
    https://plus.google.com/111499908439...ts/aoJywRTyBHD
    Appreciate the help but I think Matt is actually the end of the line as far as Moto support goes. But thank you. Like I said, great phone, mine has been almost perfect from day one. But I would urge anyone that wants a glimpse into what the experience will be like if you need help to just call tech support. Heck or even chat with them for 5 minutes using the moto care app. Even the website is offering services that they can't support and sell. In my mind that is just plain false advertising. I loved apple care+ and when I researched Motorola the warranty that they have looked almost identical and that was a big part of the reason that I went with them.

    Posted via Android Central App
  23. #23  
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    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by globster2000 View Post
    Wow... That is scary. I am guessing whoever took your credit card info the first time around did not know what he was doing. Great that you secured your card, but bad business. I hope they start organizing themselves a bit better.

    Posted via Android Central App
    Yes. I was worried that who ever was taking my card info was writing it down instead of entering it into a system. Especially when they claimed no record of the transaction. Cost me a lot of time. And after all of the back and forth they still won't insure my device....how's that for customer care? Oh well. What's done is done but I just wanted to post my experience in hopes that it will save somebody the same experience that I just went through.

    Posted via Android Central App
  24. #24  

    Default Re: Terrible Customer Support from Motorola

    Quote Originally Posted by thegrants82 View Post
    Yes. I was worried that who ever was taking my card info was writing it down instead of entering it into a system. Especially when they claimed no record of the transaction. Cost me a lot of time. And after all of the back and forth they still won't insure my device....how's that for customer care? Oh well. What's done is done but I just wanted to post my experience in hopes that it will save somebody the same experience that I just went through.

    Posted via Android Central App
    Ya I feel you. I think all of this points back to the original question; was launching the moto x in late august a good idea? So far a lot of holes has been shown in either buying the phone(took me two weeks to buy the phone), acquiring insurance, hardware & software issues, customer support, defective units, lost orders, and features the phone should have had at launch.

    Posted via Android Central App
  25. #25  
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    Default Re: Terrible Customer Support from Motorola

    Honestly, my Moto X has performed at the highest level during the 12 days that I have owned it. My problem is the support system. If you want to advertise the American thing so hard then act like Americans and fix your mistakes. Don't tell me that you haven't gotten around to updating the web site yet. Yes, believe it or not that was the final excuse from them. You want to play the American card for sales then back it up. The American card is integrity. That's how I was brought up and that's what I expect from a vendor. I would be happy to pay 100 dollars more to a company that is comprised of genuine American honesty and values. The irony of it all is that the company that I work for is the one that gave Motorola the freedom to do what they do. What did I get in return? "sorry, we haven't updated our web site yet" Perfect, just perfect.
    Quote Originally Posted by globster2000 View Post
    Ya I feel you. I think all of this points back to the original question; was launching the moto x in late august a good idea? So far a lot of holes has been shown in either buying the phone(took me two weeks to buy the phone), acquiring insurance, hardware & software issues, customer support, defective units, lost orders, and features the phone should have had at launch.

    Posted via Android Central App
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