Hi everyone, this is my first post here i usually just lurk.
Like many of you i was really excited to order a Moto X after getting my promo code, unfortunately i wasn't as lucky to get one. My first Moto X order was canceled because i used a forwarding address. I called Motorola support and they said they could update my shipping address and they will reprocess the order again. I chatted with their support to update my address and here is how it went.
----------------------------------------------------------------
Chat Transcript12/13/2013 09:32 AM
[09:25:00 AM] Hi, my name is George. How may I help you?
[09:26:02 AM] ********: Hi
I ordered the moto x a few days ago but my order was canceled because I used a forwarding address as my shipping address
[09:26:23 AM] ********: so I would like to change the shipping address.
[09:26:35 AM] ********: Order # 00252474
[09:26:47 AM] George: We apologize for any inconvenience. Please know that we will do our best to assist you on this.
[09:27:01 AM] George: Let me check the order, kindly hold on.
[09:30:18 AM] George: Thanks for waiting patiently and I am sorry for the long hold.
[09:30:27 AM] ********: no problem
[09:31:11 AM] George: Since the order was been cancelled, I am not be able to change the order details in my end. But I do understand that the coupon was been used for this order. For this, I stronly suggest to contact our Motomaker support at 8663724925.
[09:31:16 AM] George: Please provide your phone number and email that you entered through this chat session to our live agent when you called, these will be good as your reference.
[09:31:42 AM] ********: ok thank you
[09:32:12 AM] George: You are welcome. If you need any more information get in touch. Thanks from Motorola, bye!
[09:32:13 AM] '********' disconnected ('Concluded by Agent').
----------------------------------------------------------------
I called the number listed above, spent around 30 min with them and they told me they can't process the order and i have to reorder again with the new address. I made a new order and a day later it was canceled again.
There is no reason shown at all just canceled and call us. I called the number and spent 47 min with support basically just confirming my information. The lady would ask me to confirm my phone number and then put me on hold for almost 10-15 min. She then ask to confirm my address and then again on hold for 10-15 min and so on until i got disconnected, i didn't even know why it was canceled. At the point i was fed up and i didn't want the Moto x or anything to do with Motorola. Two days later i received this email
----------------------------------------------------------------
Via Email (Michelle)12/16/2013 12:10 PM
Hi ********,
This is in reference to the order that got cancelled. We are so sorry for the inconvenience. We suggest that you call our Cancel Order Review Hotline at 1-866-282-7387. I know that you used a
code in placing the order. Once the Cancel Order Review Team assured you that your order will not be cancelled anymore, Give us a call or reply to this email and we will send you a new code
immediately.
Thank you so much for the patience! Have a blessed day!
Regards,
Motorola Mobility
----------------------------------------------------------------
i didn't want the order anymore, this was my response:
----------------------------------------------------------------
Customer By Email (Mohammed Bushnag)12/16/2013 04:42 PM
I spent 47 min on hold with your support yesterday ?confirming my information?, and you guys still cant figure out how to process the order. Now you want me to call again and do what? stay on
hold? This is a waste of time, I don't want your stupid device anymore and I am never going to buy anything from Motorola again.
----------------------------------------------------------------
i thought that would be the end it of it but i was wrong they completely ignored me and sent this a few days later. I don't even know what its supposed to mean.
----------------------------------------------------------------
Via Email (Jeneca)12/18/2013 06:10 PM
Good day.
We are just making a follow up regarding your concern about your Moto X phone.
If you still need further assistance, please feel free to contact us, by calling 800-734- 5870. The customer service hours of operation are Monday through Friday from 7 AM to 10 PM, Saturday
and Sunday 9 AM ? 6 PM CST.
Thank you.
Motorola Customer Support
----------------------------------------------------------------
I thought i made it clear that i don't want the device but this is what i got today. They reversed one of the canceled orders and reprocessed it, yet they were telling me that they couldn't do any changes to the orders. They also reprocessed a canceled order without my consent and after it i made it clear that i don't want it.
I spoke with chat just a few hours ago and this is what they said
----------------------------------------------------------------
Fawn: Hi, my name is Fawn. How may I help you?
******** *******: Hi
******** *******: I would like you to refer to Incident # 131214-000146 and I want you to read the last thing I wrote there.
Fawn: Hello. What may I help you with?
Fawn: Ok. One moment please.
******** *******: My Moto x order was cancelled twice.
******** *******: When I got fed up with Motorola customer service and process, I told them very clearly that I don?t want the device (Moto X) anymore.
Fawn: Okay. Let me see what I can do to assist you. One moment sir.
******** *******: Now one of those orders were reprocessed and being prepared for shipping without my consent.
******** *******: I want the order 00266928 to be canceled immediately before it ships.
Fawn: I apologize for the inconvenience let me see what I can do to solve this.
Fawn: The order is at a point that its not able to be cancelled. Once you get the product you are welcome to contact us to get a free shipping label to return the product.
******** *******: Please don?t waste more of my time and yours.
******** *******: If the order ships I won?t accept it and will return it back to sender
Fawn: I do want you to know that if you refuse the package instead of getting an RMA from us the refund process will take much longer.
******** *******: I will also dispute any charges made on my credit card.
Fawn: You are welcome to dispute the charges if you would like. If you contact us once you get it and we give you a RMA your refund will happen much sooner.
Fawn: I apologize for the inconvenience.
******** *******: you have no right to process the order when i clearly stated that i dont want it
Fawn: Once the order is past a certain point there is nothing we can do to reverse it.
******** *******: it was already canceled
******** *******: i didnt make the order again
Fawn: Just contact us once you receive it so we can get the refund for you quicker.
Fawn: Again I apologize there is nothing we can do to cancel the order at this point. Contact us when you get it so we can give you a RMA
----------------------------------------------------------------
I really don't want the Moto x now at all, it will only remind me of the horrible experience i had with Motorola.
I never encountered such a horrible costumer service before, and i bought hundreds of product online, am i being unreasonable with my requests?
would love to hear your thoughts about this and a course of action.
Like many of you i was really excited to order a Moto X after getting my promo code, unfortunately i wasn't as lucky to get one. My first Moto X order was canceled because i used a forwarding address. I called Motorola support and they said they could update my shipping address and they will reprocess the order again. I chatted with their support to update my address and here is how it went.
----------------------------------------------------------------
Chat Transcript12/13/2013 09:32 AM
[09:25:00 AM] Hi, my name is George. How may I help you?
[09:26:02 AM] ********: Hi
I ordered the moto x a few days ago but my order was canceled because I used a forwarding address as my shipping address
[09:26:23 AM] ********: so I would like to change the shipping address.
[09:26:35 AM] ********: Order # 00252474
[09:26:47 AM] George: We apologize for any inconvenience. Please know that we will do our best to assist you on this.
[09:27:01 AM] George: Let me check the order, kindly hold on.
[09:30:18 AM] George: Thanks for waiting patiently and I am sorry for the long hold.
[09:30:27 AM] ********: no problem
[09:31:11 AM] George: Since the order was been cancelled, I am not be able to change the order details in my end. But I do understand that the coupon was been used for this order. For this, I stronly suggest to contact our Motomaker support at 8663724925.
[09:31:16 AM] George: Please provide your phone number and email that you entered through this chat session to our live agent when you called, these will be good as your reference.
[09:31:42 AM] ********: ok thank you
[09:32:12 AM] George: You are welcome. If you need any more information get in touch. Thanks from Motorola, bye!
[09:32:13 AM] '********' disconnected ('Concluded by Agent').
----------------------------------------------------------------
I called the number listed above, spent around 30 min with them and they told me they can't process the order and i have to reorder again with the new address. I made a new order and a day later it was canceled again.
There is no reason shown at all just canceled and call us. I called the number and spent 47 min with support basically just confirming my information. The lady would ask me to confirm my phone number and then put me on hold for almost 10-15 min. She then ask to confirm my address and then again on hold for 10-15 min and so on until i got disconnected, i didn't even know why it was canceled. At the point i was fed up and i didn't want the Moto x or anything to do with Motorola. Two days later i received this email
----------------------------------------------------------------
Via Email (Michelle)12/16/2013 12:10 PM
Hi ********,
This is in reference to the order that got cancelled. We are so sorry for the inconvenience. We suggest that you call our Cancel Order Review Hotline at 1-866-282-7387. I know that you used a
code in placing the order. Once the Cancel Order Review Team assured you that your order will not be cancelled anymore, Give us a call or reply to this email and we will send you a new code
immediately.
Thank you so much for the patience! Have a blessed day!
Regards,
Motorola Mobility
----------------------------------------------------------------
i didn't want the order anymore, this was my response:
----------------------------------------------------------------
Customer By Email (Mohammed Bushnag)12/16/2013 04:42 PM
I spent 47 min on hold with your support yesterday ?confirming my information?, and you guys still cant figure out how to process the order. Now you want me to call again and do what? stay on
hold? This is a waste of time, I don't want your stupid device anymore and I am never going to buy anything from Motorola again.
----------------------------------------------------------------
i thought that would be the end it of it but i was wrong they completely ignored me and sent this a few days later. I don't even know what its supposed to mean.
----------------------------------------------------------------
Via Email (Jeneca)12/18/2013 06:10 PM
Good day.
We are just making a follow up regarding your concern about your Moto X phone.
If you still need further assistance, please feel free to contact us, by calling 800-734- 5870. The customer service hours of operation are Monday through Friday from 7 AM to 10 PM, Saturday
and Sunday 9 AM ? 6 PM CST.
Thank you.
Motorola Customer Support
----------------------------------------------------------------
I thought i made it clear that i don't want the device but this is what i got today. They reversed one of the canceled orders and reprocessed it, yet they were telling me that they couldn't do any changes to the orders. They also reprocessed a canceled order without my consent and after it i made it clear that i don't want it.
I spoke with chat just a few hours ago and this is what they said
----------------------------------------------------------------
Fawn: Hi, my name is Fawn. How may I help you?
******** *******: Hi
******** *******: I would like you to refer to Incident # 131214-000146 and I want you to read the last thing I wrote there.
Fawn: Hello. What may I help you with?
Fawn: Ok. One moment please.
******** *******: My Moto x order was cancelled twice.
******** *******: When I got fed up with Motorola customer service and process, I told them very clearly that I don?t want the device (Moto X) anymore.
Fawn: Okay. Let me see what I can do to assist you. One moment sir.
******** *******: Now one of those orders were reprocessed and being prepared for shipping without my consent.
******** *******: I want the order 00266928 to be canceled immediately before it ships.
Fawn: I apologize for the inconvenience let me see what I can do to solve this.
Fawn: The order is at a point that its not able to be cancelled. Once you get the product you are welcome to contact us to get a free shipping label to return the product.
******** *******: Please don?t waste more of my time and yours.
******** *******: If the order ships I won?t accept it and will return it back to sender
Fawn: I do want you to know that if you refuse the package instead of getting an RMA from us the refund process will take much longer.
******** *******: I will also dispute any charges made on my credit card.
Fawn: You are welcome to dispute the charges if you would like. If you contact us once you get it and we give you a RMA your refund will happen much sooner.
Fawn: I apologize for the inconvenience.
******** *******: you have no right to process the order when i clearly stated that i dont want it
Fawn: Once the order is past a certain point there is nothing we can do to reverse it.
******** *******: it was already canceled
******** *******: i didnt make the order again
Fawn: Just contact us once you receive it so we can get the refund for you quicker.
Fawn: Again I apologize there is nothing we can do to cancel the order at this point. Contact us when you get it so we can give you a RMA
----------------------------------------------------------------
I really don't want the Moto x now at all, it will only remind me of the horrible experience i had with Motorola.
I never encountered such a horrible costumer service before, and i bought hundreds of product online, am i being unreasonable with my requests?
would love to hear your thoughts about this and a course of action.