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Awaiting arrival of new Moto X - Motorola customer support
Hello all - brand new member here - and thought I'd share my Motorola customer service story, as well as get some tips, tricks and advice as I await arrival of my new Moto X.
My faithful Razr Maxx - that I grandfathered on Verizon with UDP over 18 months ago recently had it's screen died for no reason and very suddenly. I was always pretty happy with it's performance and it got heavy use. The phone prior, a Droid 2 (R2D2 version) always worked well also, which is why I stuck with Moto. (Plus, the various other Moto devices I've owned over the years always being pretty bulletproof.... going back to the yellow contractors version of the old Nextel moto phone which is still in a box somewhere and would probably work if I pulled it out now....)
I say that, as I finally got sick of paying Verizon's insurance figuring I always had good ol' R2 to use as backup. Sadly, actually using R2 after over 18 months on the Maxx - well, it hasn't been as fun as I remembered LOL
So, being far out of warranty and not having insurance, I decided to go to Moto's website and see about getting the Maxx repaired, as with all the new phone announcements recently and soon to come, I really didn't know what I wanted this time around. (I knew I wanted a bigger display - and am seriously considering a "phablet".) And thanks to the community in advance for all the tips I've found here to help insure I keep my UDP on Verizon!
Sorry for getting long winded - I'll try to wrap up. (I can type and am at a keyboard - a dangerous combination - sorry in advance!) I talked to customer service via chat and phone, estimate for phone repair was about 100 - 125 bucks, they emailed a mailing label, and I shipped them the phone. I was told 3 or 4 day turn around in most cases, and they'd email with a final estimate once they got the phone checked out, and I'd authorize and pay via credit card if I approved...
They got the phone on March 5th. Yesterday the 14th, I couldn't take it anymore waiting for an update, and logged back into Moto for a quick chat to see what was up. (I would've called sooner, but was frankly waiting for a pay day to call them on figuring I'd have to pay immediately....) Website chat said I'd have to escalate to the Repair Escalation Team, but I had to call the customer service number and request it.... so I did, and after them looking up my case and verifying they still had my repair, I was transferred to the Escalation Team, and after a brief conversation and a couple minutes on hold to try to verify the status of my Maxx - the rep got back on, apologized for the delay and admitted I should have had my phone by now.
She then said she'd normally just send me a replacement phone, but as my Maxx is no longer made, and they had no refurbished units, the best she could offer to do was send me a new Moto X. (Which I should have on Monday if FedEx's tracking is correct - they shipped it out that quickly.)
I readily agreed that was acceptable, as I knew it was a newer Moto phone, but it honestly wasn't on my upgrade radar, as I was really leaning towards a product like a Note 3. (Doing lots of email and web-surfing online with my phone, and really wanted a bigger screen.) It also gets me out of having to worry about a "trick" to upgrade my phone in a couple months, while keeping my UDP.
Now that I reflect, and prior to getting my new X, I wonder if I should have balked more. I will miss the monster battery on my Maxx, as well as the expandable memory. (That in reality, I didn't use much of.) Battery wise tho, I abused it daily. (Work 10 hours a day, and waste a lot of time reading the news, emailing, texting, etc.....) Biggest problem I had with ol' R2 was replacing the battery often - it can not make it thru an 8 hour day the way I use it without charging or swapping batteries. I don't walk around with gigs of music, and rarely play games often, so the expandable memory isn't as big an issue. My biggest problem is never deleting a picture I've taken, but I do download to my computer often or as needed.... and I never had to on the Maxx, as it had 18 months of pictures on it when it died. I was able to rescue most everything off it before I sent it for repair, as I could still hook it up to my computer and download it's contents even with the screen dead.
I assume they're sending me the 16 gig MX version....
By what I am reading however about the MX, I think the battery ought to suit my purposes (as long as it doesn't have to be replaced for the duration of the product's life) and think I can easily work around any memory issues. I appreciate the lack of "bloat" and the more basic, but still enhanced, android experience I've read about as well as finally getting on KitKat. I definitely look forward to the added screen real estate!
With all that said, and based on your experiences with the MX - do you think I agreed too easily to Motorola's resolution? Should I have "held out for more" so to say?
My knee-jerk reaction was that they were being very fair offering a new phone and acted promptly to take care of this problem. Did I mention... for free? I thought I'd have to pay for the repair estimate at least, and tho I had my credit card out, they never mentioned payment, admitting something got screwed up on their end for it getting held up in their process. They could have easily said they'd repair my Maxx and have it back to me next week... what's your credit card number? We'll waive expedited shipping as an apology LOL so I think Moto did right by me and even with the recent change in corporate ownership.
I eagerly await the arrival of FedEx on Monday and playing with my new "toy".
As well as maximizing its use thru the use of this forum. Your advice and insight is appreciated.