Terrible Customer Support from Motorola
- I received my Moto X on August 31st .unfortunately the volume keys were not working. when contacted Motorola about the same they insisted on returning the device so that a redemption code can be sent to order another phone online.
Initially i have been told the redemption code will be sent within 24-48 hours upon receiving the device .
Now it's past 7 days with no phone and all I hear from them is "the issue has been escalated to Admin department and they will call you" which never happened.
This is the worst customer service experience I have ever received from Motorola.09-10-2013 04:43 PMLike 0 - I received my Moto X on August 31st .unfortunately the volume keys were not working. when contacted Motorola about the same they insisted on returning the device so that a redemption code can be sent to order another phone online.
Initially i have been told the redemption code will be sent within 24-48 hours upon receiving the device .
Now it's past 7 days with no phone and all I hear from them is "the issue has been escalated to Admin department and they will call you" which never happened.
This is the worst customer service experience I have ever received from Motorola.09-10-2013 04:52 PMLike 0 - I received my Moto X on August 31st .unfortunately the volume keys were not working. when contacted Motorola about the same they insisted on returning the device so that a redemption code can be sent to order another phone online.
Initially i have been told the redemption code will be sent within 24-48 hours upon receiving the device .
Now it's past 7 days with no phone and all I hear from them is "the issue has been escalated to Admin department and they will call you" which never happened.
This is the worst customer service experience I have ever received from Motorola.
Posted via Android Central App09-10-2013 04:58 PMLike 0 - Yes, I agree. I've tried to order a phone through Motorola over four times without success and no one on the Customer Service side of things could help. I kept hearing that the issue would be escalated and I would hear from someone higher up the next day, but no one called me back. I spent over a week calling back to get the issue resolved (while Motorola hung on to my money). BTW, is their call center in the Philippines?
I couldn't believe how bad their service is - didn't think anyone could be as bad as Asus, but these guys are worse. I've had great service from Apple & Nokia in the past and wonder why companies don't emulate their model.09-10-2013 05:19 PMLike 0 - Yup spend about a half hour talking to somebody in Motorola regarding several issues. She informed me that because it was Sunday she couldn't access the phone inventory and would call me back Monday to discuss all my issues. It is now Tuesday afternoon no call back so far. Ridiculous.
Posted via Android Central App09-10-2013 05:30 PMLike 0 - Yup spend about a half hour talking to somebody in Motorola regarding several issues. She informed me that because it was Sunday she couldn't access the phone inventory and would call me back Monday to discuss all my issues. It is now Tuesday afternoon no call back so far. Ridiculous.
Posted via Android Central AppJungleLarry likes this.09-10-2013 07:31 PMLike 1 - Yes, I agree. I've tried to order a phone through Motorola over four times without success and no one on the Customer Service side of things could help. I kept hearing that the issue would be escalated and I would hear from someone higher up the next day, but no one called me back. I spent over a week calling back to get the issue resolved (while Motorola hung on to my money). BTW, is their call center in the Philippines?
I couldn't believe how bad their service is - didn't think anyone could be as bad as Asus, but these guys are worse. I've had great service from Apple & Nokia in the past and wonder why companies don't emulate their model.
What were you trying to do? Do you have an order on hold? Send me a PM and i'll see what I can do to try and help.
- Lurker09-10-2013 07:33 PMLike 0 - I tried ordering online many times yesterday and kept getting an error message about my credit card which is good. I now have four holds on my credit card and zero purchases...very frustrating to say the least!!
Oops, forgot to add that online chats are a waste of time, calling hasn't helped yet but I am waiting for a call back about the website issues...09-10-2013 08:15 PMLike 0 - I tried ordering online many times yesterday and kept getting an error message about my credit card which is good. I now have four holds on my credit card and zero purchases...very frustrating to say the least!!
Oops, forgot to add that online chats are a waste of time, calling hasn't helped yet but I am waiting for a call back about the website issues...
Posted via Android Central Appraiderep likes this.09-10-2013 08:21 PMLike 1 - Yeah Matt's been around a long time, since the beginning of the Android device forums. He's a good guy and really goes the extra mile. Unfortunately, they haven't cloned Matt after all this time or at least made him head of Customer Service.
Sent from my XT1060 using Tapatalk 409-10-2013 08:56 PMLike 0 - I got an email today from the customer support operation manager to discuss my recent problems with customer care. Supposed to have a phone conversation tomorrow morning. Not that it will do much but I hope i can help shed a little light on what seems to be a much bigger issue
Sent from my XT1058 using Tapatalk 409-10-2013 10:13 PMLike 0 - Yeah Matt's been around a long time, since the beginning of the Android device forums. He's a good guy and really goes the extra mile. Unfortunately, they haven't cloned Matt after all this time or at least made him head of Customer Service.
Sent from my XT1060 using Tapatalk 4
Posted via Android Central App09-10-2013 10:16 PMLike 0 - Upon calling Motomaker support I have been told an email with redemption code has been sent to me . waited for 3 hours and did not get anything from Motorola .
Called them again and finally came to know nothing has been sent and it is still under process.
Just cancelled my order and a refund has been processed.09-11-2013 12:48 AMLike 0 - Yeah Matt's been around a long time, since the beginning of the Android device forums. He's a good guy and really goes the extra mile. Unfortunately, they haven't cloned Matt after all this time or at least made him head of Customer Service.
Sent from my XT1060 using Tapatalk 409-11-2013 05:28 PMLike 0 - Customer support sold the me the extended warranty. Took all of my CC info then nothing happened. Then I found out that I shouldn't have even been able to buy it because its only for at&t. The person that sold it to me said OK your all set knowing that I am Verizon. Moto service is overseas so I thought that I got scammed. Ended up having my amex shut off. Got in touch with Matt from Motorola who said that they have no record of my transaction. Then a few hours later he said that they found it under a different email but I only have one email...besides my military one and I never give that out.....and yes the moto website said nothing about just for at&t. Hours on the phone plus emails and shutting off my amex. Am I mad? Yes. Do I have Any issues with my moto x? No. But to tell you the truth, this thing is probably going back because these guys don't have a clue. I wanted to stick with it because of the american thing and I told them that but they wouldn't even insure my phone when their web site clearly didn't state that it was for any specific carrier. The american thing means that they glue a colored back to a phone made in China. Tech support is in India. The american thing is a sales tactic and a magazine add. People need to understand this. So its either the 5s or the nexus 5 or maybe even both. The moto x is a great phone but Motorola is not ready for the big time. In closing I told them, thanks for taking care of the military on 911. Made in the USA my a**. Sorry for the long rant but I wanted to love the company but they simply just can't support what they make.
Posted via Android Central Appslave likes this.09-11-2013 05:52 PMLike 1 - I noticed that Punit Soni from Motorola has been VERY active on Google+ and is offering to help people with all sorts of issues. IMO I'd post a message on his page to one of the threads about the Moto X and wait for a reply.
Here is the biggest one I found, he responded a lot
https://plus.google.com/111499908439...ts/aoJywRTyBHD09-11-2013 06:09 PMLike 0 - Customer support sold the me the extended warranty. Took all of my CC info then nothing happened. Then I found out that I shouldn't have even been able to buy it because its only for at&t. The person that sold it to me said OK your all set knowing that I am Verizon. Moto service is overseas so I thought that I got scammed. Ended up having my amex shut off. Got in touch with Matt from Motorola who said that they have no record of my transaction. Then a few hours later he said that they found it under a different email but I only have one email...besides my military one and I never give that out.....and yes the moto website said nothing about just for at&t. Hours on the phone plus emails and shutting off my amex. Am I mad? Yes. Do I have Any issues with my moto x? No. But to tell you the truth, this thing is probably going back because these guys don't have a clue. I wanted to stick with it because of the american thing and I told them that but they wouldn't even insure my phone when their web site clearly didn't state that it was for any specific carrier. The american thing means that they glue a colored back to a phone made in China. Tech support is in India. The american thing is a sales tactic and a magazine add. People need to understand this. So its either the 5s or the nexus 5 or maybe even both. The moto x is a great phone but Motorola is not ready for the big time. In closing I told them, thanks for taking care of the military on 911. Made in the USA my a**. Sorry for the long rant but I wanted to love the company but they simply just can't support what they make.
Posted via Android Central App
Posted via Android Central App09-11-2013 06:22 PMLike 0 - I noticed that Punit Soni from Motorola has been VERY active on Google+ and is offering to help people with all sorts of issues. IMO I'd post a message on his page to one of the threads about the Moto X and wait for a reply.
Here is the biggest one I found, he responded a lot
https://plus.google.com/111499908439...ts/aoJywRTyBHD
Posted via Android Central App09-11-2013 06:22 PMLike 0 -
Posted via Android Central App09-11-2013 06:28 PMLike 0 - Yes. I was worried that who ever was taking my card info was writing it down instead of entering it into a system. Especially when they claimed no record of the transaction. Cost me a lot of time. And after all of the back and forth they still won't insure my device....how's that for customer care? Oh well. What's done is done but I just wanted to post my experience in hopes that it will save somebody the same experience that I just went through.
Posted via Android Central App
Posted via Android Central App09-11-2013 06:39 PMLike 0 - 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.Ya I feel you. I think all of this points back to the original question; was launching the moto x in late august a good idea? So far a lot of holes has been shown in either buying the phone(took me two weeks to buy the phone), acquiring insurance, hardware & software issues, customer support, defective units, lost orders, and features the phone should have had at launch.
Posted via Android Central Appjmettee likes this.09-11-2013 07:23 PMLike 1
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Terrible Customer Support from Motorola
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