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My epic struggle to get my Moto Maker Moto X shipped, A cautionary tale
Last Tuesday, November 12th (8 days ago, but who's counting), I decided to take to plunge and get a Moto X. Now, of course, I couldn't get a plain jane white or black Moto X, I needed a custom Moto X (woven black back, black front, red accents, but that is irrelivent to our tale). I happen to know that Best Buy has recently started selling AT&T Moto Maker cards, has the AT&T Moto X on sale for $50, and I have $20 worth of Reward Zone points. $30 custom Moto X? Yes, please.
I go to Best Buy, get my card, and return home. After struggling for an hour with whether I want woven black and red, merlot and orange, or cabarnet and purple (don't judge me!), I settle on woven black with red accents and place my order. All seems to have gone well, I get my order conmation email, informing me to excpect my device to be delivered Saturay the 16th. Wonderful, I am giving my father in law my HTC One and Sunday, perfect timing. The next day I get the email that they are building my phone, all is on track. Then silence Thursday and Friday.
Saturday the 16th arrives, my Motorola accound says my device has not yet shipped, but that it should be delivered that day. This does not add up to me, so I call Motorola support. Turns out there is an activation hold on my phone, which basically mean Motorola is unable to activate my phone and no one at Motorola knows (or at least won't tell me) why. Now, my upgrade at Best Buy was a strange thing, they didn't take my AT&T account info (no one has yet), I never signed a contract(still haven't), and to this day the upgrade is showing as available on myAT&T, so I figure this is probably related.
So I spend an hour Saturday, 1.5 hours Sunday, and an hour monday on the phone with a combonation of Motorola and Best Buy trying to get this sorted out. No luck. Best Buy says everything looks good on their end but Motorola disagrees strongly. Finally, yesterday, I got some actual information after I vented to the friendly Motorola Employee about how frustrated I was that I had been trying to get this resolved for 5 days and seemingly no progress had been made. I was still getting the same answers I had gotten the first day I called in. So, she divulges some information to me that, from her tone of voice, she maybe wasn't supposed to be divulging. She informed me that they were having this problem with a lot of Moto Maker card that orders that had been purchased through Best Buy. Motorola management was working with Best Buy to get the issue resolved, but that they would likely need until at least the end of this week, and thanked me because I was being much more patient than most of the customers (which is actually rare for me).
This brings us to today, Wednesday the 20th of November. 8 days after my initial order (when many people have their phone in hand in 2-3 days). I receive a call at work (which is also rare for me), and who is it from but the same nice Motorola lady I had talked to last night. They have figured out the issue and are working on activation all the phones now. They will be shipping out all the ones they activate today tonight on overnight shipping and will be finishing the rest tomorrow. So I should finally, FINALLY, have my Moto X tomorrow or Friday.
I don't want to get too excited because I feel like my hopes will get crushed by some further complication, but I can't help it. I am super excited. I've been using a crappy 2 year old HTC Titan (see side bar below) and am super sick of it. Windows Phone 7 has no apps, it is aweful. Thank you for reading my tale.
Side bar/rant about the HTC Titan: Okay, Windows Phone 7 only supported 480x800 screen resolution. No other options. Didn't matter your screen size or physical aspect ratio, you got 480x800 pixels. So what does HTC decide to do? BUILD A FRICKIN 4.7" PHONE. This was before this size was common (it may have been the first widely available 4.7" phone actually). 480x800 looks terrible at 4.7". Text is so blurry it is ridiculous. I don't know who that this was a good idea. Especially when you are using an OS with a typogrophy driven OS. I remember why I returned mine after 2 weeks and tried to convince my wife to do the same (I'm using her old one).
TL/DR: Due to a Best Buy incompetence, me and many others that have been waiting for our Moto X's to ship for over a week will finally be getting them.