Ok so last week I posted that my Moto X finally arrived, however it was the wrong one, I ordered Cherry back, Black front, silver accents and received a black front, blue back, with orange accents and initials on it. I called Motorola immediately and eventually was told they would locate my phone and send it out to me and they would contact me with 24 hours to verify. That was on Tuesday. I never got a call, so I called them Friday. After finally reaching an operator I was put on hold for 15 minutes, when they came back they said they had no record of my phone call earlier in the week and would have to open up a new ticket for support. I explained I had an RMA number and I gave it to the CS Rep. Another 10-15 minutes on hold she came back on and said "we don't know where your phone is, are you sure you received the wrong one?". I said yes I am 110% positive. Back on hold I go for a minute or two. She came back and said "Your claim has been escalated, they will call you with a solution soon."
Saturday night I receive a call around 7pm. It was Motorola, they said that are sending me a shipping label and I need to return the phone. Once the phone gets returned they will try to find my phone and "ship it out within a few weeks". I asked if they had located my phone, they said "no we do not know where your phone is." I asked if they could just send me a code for moto maker and let me re-design it and have it shipped, they said "No."
I am not very happy with the way customer service handled this situation. If it were my company I would have simply mailed out a replacement phone with a return envelope to return the incorrect phone. Very frustrating.
I have another code from the Today Show so I am contemplating on either ordering a new phone with one of those codes and return the one I currently have OR just saying screw it and returning the phone I have and staying with my current phone (iPhone 5s) and seeing what CES brings us.
Saturday night I receive a call around 7pm. It was Motorola, they said that are sending me a shipping label and I need to return the phone. Once the phone gets returned they will try to find my phone and "ship it out within a few weeks". I asked if they had located my phone, they said "no we do not know where your phone is." I asked if they could just send me a code for moto maker and let me re-design it and have it shipped, they said "No."
I am not very happy with the way customer service handled this situation. If it were my company I would have simply mailed out a replacement phone with a return envelope to return the incorrect phone. Very frustrating.
I have another code from the Today Show so I am contemplating on either ordering a new phone with one of those codes and return the one I currently have OR just saying screw it and returning the phone I have and staying with my current phone (iPhone 5s) and seeing what CES brings us.