09-14-2015 09:51 PM
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  1. lostaggie's Avatar
    Honestly, my Moto X has performed at the highest level during the 12 days that I have owned it. My problem is the support system. If you want to advertise the American thing so hard then act like Americans and fix your mistakes. Don't tell me that you haven't gotten around to updating the web site yet. Yes, believe it or not that was the final excuse from them. You want to play the American card for sales then back it up. The American card is integrity. That's how I was brought up and that's what I expect from a vendor. I would be happy to pay 100 dollars more to a company that is comprised of genuine American honesty and values. The irony of it all is that the company that I work for is the one that gave Motorola the freedom to do what they do. What did I get in return? "sorry, we haven't updated our web site yet" Perfect, just perfect.
    I am still waiting for accessories that said they were in stock. I gave after calling for two weeks and them saying in has been "exported" and is waiting for FedEx pickup.

    I returned my custom phone to AT&T and will be getting iPhone 5s.
    09-11-2013 07:39 PM
  2. thegrants82's Avatar
    Yeah I'm torn. I was so darn sure that the Moto X was a keeper that I ebayed my iPhone 5.....Still love the phone but I have such a bad taste in my mouth after what just happened. I am going to call Verizon when they open and get the details for a return. I am on day 12, I am getting ready to travel (military) so I am now stuck without a phone if I return it. I cant get an iPhone 5s for at least another 2 weeks and I cant leave without a phone so.....maybe just eat the moto x and keep it for a second phone? I may just ask a few friends if I can borrow a spare phone while I wait for the iPhone release. Thanks Moto, you are the best..............this is costing me a bundle.
    I am still waiting for accessories that said they were in stock. I gave after calling for two weeks and them saying in has been "exported" and is waiting for FedEx pickup.

    I returned my custom phone to AT&T and will be getting iPhone 5s.
    09-11-2013 07:47 PM
  3. rajeshr68's Avatar
    Thanks guys, I posted there late last night and Matt replied this morning saying he is looking into my issue asap. Hopefully he gets to the bottom of my issue, I have over $2000 tied up on pending holds that's now unavailable if I happen to need it.
    I have close to $1400 in pending holds with Moto due to two orders - one on an order that got canceled and the other on an order that did not go through!!!
    09-11-2013 07:57 PM
  4. thegrants82's Avatar
    I have close to $1400 in pending holds with Moto due to two orders - one on an order that got canceled and the other on an order that did not go through!!!
    Good luck. Call your cc and let them know what's going on.

    Posted via Android Central App
    09-11-2013 08:00 PM
  5. lostaggie's Avatar
    Yeah I'm torn. I was so darn sure that the Moto X was a keeper that I ebayed my iPhone 5.....Still love the phone but I have such a bad taste in my mouth after what just happened. I am going to call Verizon when they open and get the details for a return. I am on day 12, I am getting ready to travel (military) so I am now stuck without a phone if I return it. I cant get an iPhone 5s for at least another 2 weeks and I cant leave without a phone so.....maybe just eat the moto x and keep it for a second phone? I may just ask a few friends if I can borrow a spare phone while I wait for the iPhone release. Thanks Moto, you are the best..............this is costing me a bundle.
    The only reason I bought was for made in the USA but the support is horrible. I was having battery issues and really didn't want to mess with their exchange process. I had already lost trust.
    09-11-2013 08:00 PM
  6. thegrants82's Avatar
    The only reason I bought was for made in the USA but the support is horrible. I was having battery issues and really didn't want to mess with their exchange process. I had already lost trust.
    My two options for borrowing a phone while deployed just went out the door so if anyone is interested I will sell you my black Verizon 16gb in about a month. It will be in like new condition and I will be very reasonable with the price. Please pm me if you have any questions. I can provide my eBay user name as a reference.

    Posted via Android Central App
    09-11-2013 08:31 PM
  7. guesswhat_567's Avatar
    getting a feeling that moto tried to bite off more they can chew with this ..may be took too many risks ..if you look what the company has gone through last 18 months got bought by google, laid off/spun off 15k people, shut down bunch of support centres, restructuring was going until few months backs .no matter how well HR handles this restructuring there is bound to be chaos and disorientation in lot of teams and the Moto x launch happens with all the carriers (biggest launch moto has done in recent times) in midst of this with a completely new factory in texas and suddenly moto has to deal with the end consumers because of motomaker ..also moto did not have a direct consumer relationship for buying/selling/returns handling in some volume for quite sometime .. generally the carrier handle majority of the shipping/returns/exchanges ..moto just doesnot have that scale right now to get all this right are tiny company with only ~4k employes (relativly compared to samsung/apple) ..am sure all of them are working there asses off/scrambling to get things right ..it will probably take motorola some time to settle down and get things right ..I also had biter experience in trying to get a moto skip ordered (not horror stories as some of the people who posted in this thread) personally I would give Motorola a chance even with some missteps more so because moto x is an awesome device and its a joy to use ..i have a soft corner for the moto brand with my first phone being from moto in 90's and would like see them back in the top league ..

    The only reason I bought was for made in the USA but the support is horrible. I was having battery issues and really didn't want to mess with their exchange process. I had already lost trust.
    09-11-2013 08:40 PM
  8. thegrants82's Avatar
    getting a feeling that moto tried to bite off more they can chew with this ..may be took too many risks ..if you look what the company has gone through last 18 months got bought by google, laid off/spun off 15k people, shut down bunch of support centres, restructuring was going until few months backs .no matter how well HR handles this restructuring there is bound to be chaos and disorientation in lot of teams and the Moto x launch happens with all the carriers (biggest launch moto has done in recent times) in midst of this with a completely new factory in texas and suddenly moto has to deal with the end consumers because of motomaker ..also moto did not have a direct consumer relationship for buying/selling/returns handling in some volume for quite sometime .. generally the carrier handle majority of the shipping/returns/exchanges ..moto just doesnot have that scale right now to get all this right are tiny company with only ~4k employes (relativly compared to samsung/apple) ..am sure all of them are working there asses off/scrambling to get things right ..it will probably take motorola some time to settle down and get things right ..I also had biter experience in trying to get a moto skip ordered (not horror stories as some of the people who posted in this thread) personally I would give Motorola a chance even with some missteps more so because moto x is an awesome device and its a joy to use ..i have a soft corner for the moto brand with my first phone being from moto in 90's and would like see them back in the top league ..
    Hate being lied to and taken advantage of. As soon as my next one is in this one is gone. If they would have at least had the web site right it never would have gone this far. They should have backed up their word to me and then fixed the site. Take care of the people that took them for their word. Actually I would think that false advertising like this is not very lawful. But that's not my style. So I will take the hit and move on. Lesson learned. Assembled in the USA does not mean integrity.

    Posted via Android Central App
    09-11-2013 08:51 PM
  9. guesswhat_567's Avatar
    I dont think this is question of integrity/lying/cheating why would they intentionally try to lie to you ..it will hurt them more than you in long run,
    .this is about mismanagement ,bad communication and disorietntation within teams, bad training to rep's/ in the call center .
    Moto is almost starting new as a company will take them sometime to get these things organized.

    Hate being lied to and taken advantage of. As soon as my next one is in this one is gone. If they would have at least had the web site right it never would have gone this far. They should have backed up their word to me and then fixed the site. Take care of the people that took them for their word. Actually I would think that false advertising like this is not very lawful. But that's not my style. So I will take the hit and move on. Lesson learned. Assembled in the USA does not mean integrity.

    Posted via Android Central App
    09-11-2013 08:59 PM
  10. lostaggie's Avatar
    Hate being lied to and taken advantage of. As soon as my next one is in this one is gone. If they would have at least had the web site right it never would have gone this far. They should have backed up their word to me and then fixed the site. Take care of the people that took them for their word. Actually I would think that false advertising like this is not very lawful. But that's not my style. So I will take the hit and move on. Lesson learned. Assembled in the USA does not mean integrity.

    Posted via Android Central App
    I hope Moto is reading these forums...
    09-11-2013 09:02 PM
  11. thegrants82's Avatar
    I dont think this is question of integrity/lying/cheating why would they intentionally try to lie to you ..it will hurt them more than you in long run,
    .this is about mismanagement ,bad communication and disorietntation within teams, bad training to rep's/ in the call center .
    Moto is almost starting new as a company will take them sometime to get these things organized.
    Great product love my moto x. Not my responsibility to help them learn how to do it. But I did try

    Posted via Android Central App
    09-11-2013 09:45 PM
  12. thegrants82's Avatar
    I dont think this is question of integrity/lying/cheating why would they intentionally try to lie to you ..it will hurt them more than you in long run,
    .this is about mismanagement ,bad communication and disorietntation within teams, bad training to rep's/ in the call center .
    Moto is almost starting new as a company will take them sometime to get these things organized.
    lying by advertising something that isn't available.

    Cheating by actually taking my credit card info and telling me that I was in fact now "insured"

    lack of integrity by not making it right by selling me the plan after they admitted that it was their fault for not updating the site.. Heck I'm not even looking for something free I want to pay for it!

    Don't know if any of it was intentional but it all happened. Heck I have copies of all the emails. Again, I want nothing for free. I'm asking to BUY a service.

    Posted via Android Central App
    09-11-2013 09:56 PM
  13. terminalnonchalance's Avatar
    I just have to say that trying to get this phone has been a nightmare.
    1st motomaker order canceled for no reason.
    2nd order came completely wrong and I initiated the return process.
    3rd order canceled for no reason again and now they have charged me full retail 2 times and I have no phone.

    I called to get help today as my replacement order appeared as canceled the day it was supposed to arrive (today) they escalated me to tier 2 which apparently is a call back in 48 hours. I really loved this phone for the 2 days I had it... I am just very hesitant to order again until they can refund the 2 charges on my credit card. The customer service reps are beyond useless and provide no info. I am beyond polite with them, but they just ignore my questions about the charges and canceled orders then ask me to give them a positive survey as they care about my satisfaction.

    Come on Google! I'm all in with Google and this is the service provided. Beyond frustrating.

    Posted via Android Central App
    09-11-2013 10:03 PM
  14. lostaggie's Avatar
    I really hope they get their act together. The customer service experience doesn't inspire confidence for warranty support or future updates.
    09-11-2013 10:04 PM
  15. rajeshr68's Avatar
    I just have to say that trying to get this phone has been a nightmare.
    1st motomaker order canceled for no reason.
    2nd order came completely wrong and I initiated the return process.
    3rd order canceled for no reason again and now they have charged me full retail 2 times and I have no phone.

    I called to get help today as my replacement order appeared as canceled the day it was supposed to arrive (today) they escalated me to tier 2 which apparently is a call back in 48 hours. I really loved this phone for the 2 days I had it... I am just very hesitant to order again until they can refund the 2 charges on my credit card. The customer service reps are beyond useless and provide no info. I am beyond polite with them, but they just ignore my questions about the charges and canceled orders then ask me to give them a positive survey as they care about my satisfaction.

    Come on Google! I'm all in with Google and this is the service provided. Beyond frustrating.

    Posted via Android Central App
    I feel your pain - I've had to order five times and yet I do not have a phone on order. They've charged three different credit cards - and then canceled the orders. Each pre-authorization takes about a week to come off the credit card at the fastest.

    Their CS is worst I've ever dealt - clueless and genuinely unhelpful - and ever willing to have someone call you back. And here's the best part - their slogan is "Motorola will make it right"! Right - my @ss! It looks like they stole Mike Holmes' tagline without learning anything about his customer service!
    09-11-2013 10:48 PM
  16. raiderep's Avatar
    I'm sorry to hear others having the same pending hold thing happening to them but it does at least prove to me that they have a serious problem they need to get straightened out. I am about to give up on this phone altogether and wait for the new nexus. I really wanted to give Motorola a chance but first impressions are hard to overcome. I am still waiting for them to get back to me on over $2000 of my money being held for no reason at all. Why this isn't a priority to them is beyond comprehension...
    09-11-2013 11:31 PM
  17. terminalnonchalance's Avatar
    I'm sorry to hear others having the same pending hold thing happening to them but it does at least prove to me that they have a serious problem they need to get straightened out. I am about to give up on this phone altogether and wait for the new nexus. I really wanted to give Motorola a chance but first impressions are hard to overcome. I am still waiting for them to get back to me on over $2000 of my money being held for no reason at all. Why this isn't a priority to them is beyond comprehension...
    it makes no sense to me how they can charge me 2 times and put a hold on my CC for full retail value. I would have hoped that Google would be capable of a decent rollout and after sale service. There is nearly $2200 held up on my CC and I have no phone and no answers as to when the money will be re applied to my card.
    09-11-2013 11:44 PM
  18. Joe the Insider's Avatar
    their customer service is horrible, I ordered a case near the end of August and I haven't received any information on it since. When I purchased the case it was in stock. I contacted Motorola and I can't seem to get any information other than they're working hard on getting the case shipped out.

    Glad I bought my phone in store.

    Sent from my XT1060 using Tapatalk 4
    09-12-2013 08:23 AM
  19. qnet's Avatar
    I'm sorry so many are having problems. This all has been a ongoing problem with a lot of Android devices for early adopters for a while. I joined this forum back in 2011 right before the Motorola Xoom game out. I remember all the issues with that launch. Since then I've had several phones, tablets and even make video reviews of them now. With every launch there have been issues, whether it's Google, Motorola, AT&T or VZW. Luckily I had no issues with my order. I wonder if it's because I was a new customer coming form T-mobile and, got the phone on contract. Whenever I buy a phone full prices there always seems to be problems. It seems like when you're a new customer they bend over to satisfly you.


    I am still waiting for accessories that said they were in stock. I gave after calling for two weeks and them saying in has been "exported" and is waiting for FedEx pickup.

    I returned my custom phone to AT&T and will be getting iPhone 5s.
    I don't like that either. The accessories I want for this phone, the car & desk dock, are still not available. They also show the Proshell case made by Incase in different colors but only sell it in black. This reminds me of how Google does accessories (this could be the problem) and I hope the car & desk docks actually get released.

    The Moto X idea, with the custom designing and the website is a really nice concept, but they really need to get it together and work out a lot of things.
    09-12-2013 10:03 AM
  20. asanatheist's Avatar
    Honestly, my Moto X has performed at the highest level during the 12 days that I have owned it. My problem is the support system. If you want to advertise the American thing so hard then act like Americans and fix your mistakes. Don't tell me that you haven't gotten around to updating the web site yet. Yes, believe it or not that was the final excuse from them. You want to play the American card for sales then back it up. The American card is integrity. That's how I was brought up and that's what I expect from a vendor. I would be happy to pay 100 dollars more to a company that is comprised of genuine American honesty and values. The irony of it all is that the company that I work for is the one that gave Motorola the freedom to do what they do. What did I get in return? "sorry, we haven't updated our web site yet" Perfect, just perfect.
    Well said. The factory is helping the economy in forth worth quite a bit. I remember all the "hiring" ads here and there regarding the factory.

    It's a shame however because I knew that the Moto X would have a higher defect rate since they are working with untrained staff.

    Lastly: Motorola's support is the worst in the business. I had to deal with them for my Atrix 4G twice. Very bad experience, run arounds, and bunch of bs all around (we will call but don't actually call).
    Motorola is actually the reason why I stayed away from android. I was really hoping they had changed for the better with their American based labor, but it seems even with Google backing them that won't happen.
    09-12-2013 11:50 AM
  21. dad2paisley's Avatar
    Well I needed some help and the person from Motorola was great. Great service and she solved all my issues in a timely and quick manor.
    09-12-2013 01:18 PM
  22. Alex Farnaus's Avatar
    Does anyone have the problem with Motorola agents not knowing much? I called, and got transferred to their "level 2" tech support, and the very arrogant customer support assistant told me that since the 4.4 update all MMS has been disabled from the Messaging App? Is this true? Thanks!

    Also, does anyone know anything about how people with the standard black or white moto x, they get a refurbished model, while the people with the customized models get a brand new device? Any information will help. Thanks!
    kuip likes this.
    05-30-2014 09:11 PM
  23. pdaniel219's Avatar
    I have dealt with them twice. 2 different people, and they were both outstanding. I would recommend the online chat on the Web site. They really were just awesome. Add far as the refurb for the standard Moto X, I have no idea about that. I ordered mine through Moto maker and they sent me a code for a new one instantly. I would just try again if I were you. If you're not getting anywhere, end the chat and start a new one . You'll probably get a different person.

    Posted via Android Central App
    Alex Farnaus likes this.
    05-30-2014 09:30 PM
  24. thegrants82's Avatar
    Does anyone have the problem with Motorola agents not knowing much? I called, and got transferred to their "level 2" tech support, and the very arrogant customer support assistant told me that since the 4.4 update all MMS has been disabled from the Messaging App? Is this true? Thanks!

    Also, does anyone know anything about how people with the standard black or white moto x, they get a refurbished model, while the people with the customized models get a brand new device? Any information will help. Thanks!
    Only call them on weekdays from 9-5. When support goes overseas after normal hours you are basically hosed. The weekend and night crews will promise the world to move you on. Empty promises.

    Posted via Android Central App
    Alex Farnaus likes this.
    05-30-2014 09:39 PM
  25. douglasbnorton's Avatar
    Just finished with online support thru a chat window. Having issues with the camera. After 3 questions they give me a code to make a new phone. Plus 10% off. Not bad customer service if you ask me.

    Posted via Android Central App
    05-31-2014 12:34 AM
72 123

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