The customer service agents are clearly trying to be helpful but I suspect the systems/process at Motorola just don't allow them to really be that effective.
Definitely. Yesterday after almost 3 weeks and a cumulative hours and hours and hours on the phone, of trying to buy the extended insurance b/c the site wouldn't let me, cs agents finally were able to fix whatever was wrong with my account that i couldn't purchase it. They tried and each one i've spoken with (over 8 people) gave it their best efforts, and yet it took that long and that was because of motos system. And before that it took motorola 2 weeks of my calling for them to realize they'd lost my phone after i'd sent it in. But their agent told me right there and then, buy a new one we'll reimburse, and in 2 weeks I had a check in my mailbox. Perfect example of a sucky system and at the same time, people working to fix problems that arise because of it.
I dread trying to fix whatever is wrong with my battery, heaven forbid i have to send this thing in, for whatever reason, they just don't have it together, and it's not for lack of their agents trying, and they also clearly have been given instructions to do whatever it takes to make customers happy, but for me to have had 2 problems that bad, that's not just my bad luck.