03-05-2016 06:16 AM
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  1. 65fastback's Avatar
    I would also consider expressing your displeasure loud and clear on the Moto Facebook page. I haven't had to deal with them as my phone hasn't had problems or a breakage, but I feel more strongly that something is totally broken with them and needs to be brought out in the open.
    tried

    Motorola

    Your case is handled by the repair and escalation team. Unfortunately, we don't have any influence with the department in charge of your case. Please get in contact with them through here: https://motorola-global-portal.custh...oter/g_id/5059 so they continue with the process and provide more information

    Best Regards,
    Kenny
    Motorola Support
    02-03-2016 08:59 PM
  2. 65fastback's Avatar
    love the phone but the service is so bad i think i'll be forced to sell it and go back to nexus
    02-03-2016 09:01 PM
  3. Crazy Yankee's Avatar
    love the phone but the service is so bad i think i'll be forced to sell it and go back to nexus
    Ditto!
    02-04-2016 07:27 AM
  4. WildH's Avatar
    Hey I can absolutely confirm the op info! Same time frame...same experience times two. Can't even begin to explain how many times I spoke to a new department, etc ,etc ,etc. Switched to turbo two only because Verizon has been excellent for CS and I like android. Almost feel bad for giving moto two sales.

    Long story short...moto devices are good...as long as you don't have a problem. Then it's a clown show.

    Posted via the Android Central App
    02-04-2016 09:29 PM
  5. Proximus02's Avatar
    Ordered Moto X on October 1, 2014. Took 20 days to arrive, used and loved the phone for 3 months, then the charging port broke. Uh oh..

    Can attest to absolutely vile customer service. After getting a replacement device, it acted as if it was not an unlocked phone. Putting in a GSM sim got no service, tried multiple sims from multiple carriers and calling those carriers to tie the sim to the phone's imei. When putting in the sim, under the cellular network settings the APN option is gone and it has an option for selecting CDMA options. Phone acted as if it was CDMA only. Very bizarre and couldn't find out anywhere how to resolve this.

    Motorola's response was to send me ANOTHER phone. I went along and the third phone had the EXACT same issue as the original replacement device. At this point this is no coincidence and I am just trying to get on the phone with someone at motorola who has an understanding of 1. their phones & 2. android. This does not seem a possibility. As I got to the highest level of tech support (level 3), they still had no damn clue what's going on and their response was to send me yet again... another phone. So infuriating to hear people just say... 'welp! let's ship you another phone' when you have 3 they have already sent you not working on your desk. Two of which should be working just fine but they can't seem to understand how to get your phone to connect to a perfectly good sim card.

    This is after weeks of calls and waiting for new devices. Some times spending 4-6 hours a day on the phone between Motorola and ATT trying to reach someone who had any idea about anything. I have finally heard from their 'Executive Customer Relations Department' and they are going to give me a code in the next few days to build a new one through moto maker. After a month without a working phone... Now I'll try and go back to square one with a new phone.

    Just so sad after paying $450 and the two $275 holds on my credit card for each replacement. That means I have about $1000 sitting on my credit card at the moment for the privilege of having 3 non-functioning moto x pures. And like I said my original purchase took 20 days to arrive, so it might be 2 months from phone breaking to having a working phone.... we shall see. Clown show indeed.Motorola Customer Service: Moto Care and terrible service experience-img_5745.jpg
    02-05-2016 09:19 PM
  6. Crazy Yankee's Avatar
    Well, Friday morning I called and asked to speak to a supervisor. I was told they were going to tell me the same thing about their "policies" blah blah blah. This supervisor told me he had a phone he could send with the Bamboo back instead of the blue back I originally had. I accepted it, and it was supposed to go out on Friday. Fingers crossed.
    02-08-2016 09:58 AM
  7. the reel d-dave's Avatar
    I am in a similar boat. I got my Moto X pure in October, and I fell in love with it. Honestly, it's a wonderful phone for me. Then on Dec 25, my phone fell against a piece of furniture and shattered the screen. That stunk. I contemplated going to a local shop to get the screen fixed, but I saw that Motorola would do it, and for $25 extra, I'd get a new phone to replace it. Cool beans!

    So I get the replacement on Jan 9 (referred to as R), and my original (O) was prepped to go. I could not get a single SIM card to read on R. I popped the same one into O, and it immediately connected, no problem. I go to Verizon with it, and they can't do anything with R. They told me the phone just wasn't reading the sim. So I get on the horn with Motorola Repairs, and they offer to send me a new phone again for another $250 hold. I decline and ship O and R out on the same day. They arrived on Jan 14.

    Now I have been without my phone for a month. Every time I contact the escalations team, they tell me that they have no parts to repair my Replacement. My Original has already been processed. All I want is the product I paid for, which is kind of what a lot of the posts on the Moto Forums are about too... They are terrible about shipping delays and taking way too much time to get anything done. I just got KariMoto to flag it on their end yesterday, after being told it's been escalated over the phone.

    Why can't they give customers direct feedback over the phone? How are the message boards (which I'm sure 90% of moto owners don't know about) a more effective route to getting my phone back?

    Finally, I've also check out BBB, and there are several similar complaints about getting help and their phones fixed in a remotely timely manner. Though many of those were resolved with a new phone order code. I'm going to give the Moto Forum escalation a chance to work before I go to the BBB. If they can't tell me specifically what's going on, or give me some kind of time frame other than "we're waiting for parts," I just want my money back. They apparently need spare phones more than my cash.

    UPDATE: So I was pretty bitter, but then again, not having any meaningful communication with people at Motorola can do that to you!

    If you are having issues with your repair service, don't call daily, or weekly, to get updates. After they tell you "I don't know" a time or two (and do document!), go to the motorola owners forums (forums.motoroal.com) and make your post there. There are WAY BETTER customer service people there who can actually help. I just got an xcode to build my phone again (I liked mine so much I made two of them!). The folks there were super helpful in getting my situation resolved quickly.

    Now I'm sure one's mileage will vary, especially if it's only been a week. But the folks there were actually able to make me feel like a valued customer. Go figure! Talking on the phone is dead! Long live the keyboard!
    isdaako likes this.
    02-12-2016 01:07 PM
  8. isdaako's Avatar
    I've started a claim using Moto Care. After a drop my MXPE got a small crack on the screen. So small in fact I'd not have been concerned enough to replace or repair it were it not for having Moto Care. Although, I'm quite apprehensive regarding a smooth and pain free exchange with a satisfactory "new" replacement.

    Update... the estimated delivery window has come and gone. No shipping information, either.
    02-18-2016 07:32 AM
  9. KennyJohnson's Avatar
    I have owned every edition of the Moto X. Starting back in 20013. I jumped on board the pure Android experience Motorola was offering. I purchased the phone for my wife instead of upgrading her iPhone. I got my parents to buy the device because pure Android is simple enough for them to use it. I even purchased the Moto 360 Sport a few weeks back.

    Here's the rub: Motorola's customer service is terrible. My Moto X (2015) back in late January stopped being able to connect to any Wifi network. I called customer service, went through the RMA process which is either: send in the phone, wait 5-10 business days, get replace phone. OR pay $25, have a $500 hold on your card, and they'll ship out a phone and you send it back in. I need a phone. I have a family and we don't have a land line. I paid my $25, have the $500 hold on my card, and my "like new" phone arrived and cannot read any sim card. I called back into support and was told that they escalated my issue and I would hear back in 24-48 hours. I didn't. I don't have a phone to call because my phone isn't working and I asked to be emailed. I started tweeting at Motorola's support handle, and finally, I get an email with the same options before. So, for me to get another phone, I either have to pay another $25 and wait another 5-7 days. Or ship in the phone, once they receive it, wait another 5-10 days. I'll be without a working phone more than half a month. And out $50 when they sent me a defective phone!

    I'm done with Motorola. Terrible experience.
    02-18-2016 11:17 AM
  10. B. Diddy's Avatar
    That's frustrating. In these situations, it may help to politely (but firmly) ask the rep on the phone to connect you to a supervisor, and keep working your way up the ladder. It won't fix the phone, but if you ask for something to compensate you for the troubles you've been going through, they might agree to give you a credit, or waive a fee. Make sure to mention how loyal of a Moto customer you've been, and that you'd like to continue being one (even if that's a lie), but it'd be hard to do so with the service you're getting right now. Good luck!
    02-18-2016 12:38 PM
  11. Aredubu's Avatar
    After sitting on my phone and cracking the screen I saw these posts. I had a heck of a time even finding a number to request Motorola to repair my screen. Every repair vendor I tried had at least a 2-3 week wait time to order a screen, plus wanting $200 for the replacement screen. I finally ordered a replacement screen, digitizer, and bezel from Taiwan for $118. Took AL of 4 days to arrive from the moment I ordered it. Followed a video on YouTube and swapped everything out in less than 30 minutes.

    Sorry, the total price was $122.

    Here's a link if anyone is interested. I have no association with this company.

    http://www.etradesupply.com/motorola...ing-black.html

    Posted via the Android Central App
    eth555 likes this.
    02-18-2016 02:43 PM
  12. isdaako's Avatar
    As I feared and expected (sadly) the customer service experience regarding my use of Moto Care was botched. Love the phone, but not the service. Trying now to get my Moto Care plans cancelled with a prorated refund. Was told that may not be possible.

    While the service experience is terrible, everyone I've contacted has been polite and professional. So, kudo's there.
    02-22-2016 10:22 AM
  13. the reel d-dave's Avatar
    As I feared and expected (sadly) the customer service experience regarding my use of Moto Care was botched. Love the phone, but not the service. Trying now to get my Moto Care plans cancelled with a prorated refund. Was told that may not be possible.

    While the service experience is terrible, everyone I've contacted has been polite and professional. So, kudo's there.
    I'd give up on the phone. I've been up the ladder with escalations, and been told the whole "I have no idea when we'll get parts..." stuff. Go to forums.motorola.com and work with the folks there. It goes much faster and much easier.
    02-22-2016 12:24 PM
  14. Crazy Yankee's Avatar
    I agree with the last post. I went there as I was on the phone with "escalations" for over an hour. Within 30 minutes of my post on there a nice lady, who spoke English, called me and had a "loaner" over-nighted to me. The following day I had a code to buy a new phone. That phone arrives today.
    02-22-2016 01:40 PM
  15. isdaako's Avatar
    Regarding the Motorola Forums, I got a notice that in the near future the site will change to Lenovo Wondering if the service issues will change once Moto fades and Lenovo brightens?
    02-23-2016 06:09 AM
  16. isdaako's Avatar
    That phone arrives today.
    Well, did it?
    02-23-2016 06:12 AM
  17. isdaako's Avatar
    I agree with the last post. I went there as I was on the phone with "escalations" for over an hour. Within 30 minutes of my post on there a nice lady, who spoke English, called me and had a "loaner" over-nighted to me. The following day I had a code to buy a new phone. That phone arrives today.
    I'd give up on the phone. I've been up the ladder with escalations, and been told the whole "I have no idea when we'll get parts..." stuff. Go to forums.motorola.com and work with the folks there. It goes much faster and much easier.
    I've gone to the Motorola Forums and searched for "terrible customer service" or just "customer service." The search resulted in a lengthy list. The most recent, February posts, have not been resolved. Where did you post your complaints and do they pull the posts that have been successfully dealt with?
    02-23-2016 06:33 AM
  18. Crazy Yankee's Avatar
    Well, did it?
    Yup!
    02-23-2016 08:28 AM
  19. Tom in Bristol's Avatar
    I've gone to the Motorola Forums and searched for "terrible customer service" or just "customer service." The search resulted in a lengthy list. The most recent, February posts, have not been resolved. Where did you post your complaints and do they pull the posts that have been successfully dealt with?
    I've seen nearly all 'issues' dealt with successfully once the RMA information has been escalated by a Moderator to one of the Moto emplyees (KariMoto is a superstar!), so try to find a thread with your type of problem and provide the RMA and request help politely ... done.

    No posts are pulled, ever, even if the poster asks for it ... they can and will suspend your account when requested, but the new Forum platform will mean a new registration & log-in procedure so those that want to leave can just not Register there. All the existing threads/posts are to be migrated and we *all* hope it's a smooth process!

    Future emails to those registered on the existing Forum should be arriving "Soon!", to use an all too familiar Moto term.
    02-23-2016 09:33 AM
  20. KennyJohnson's Avatar
    I ended up having someone from their escalation team reach out to me and offer me a code for a new device.I already purchased a Galaxy S6 so I'm not sure if I'm going to use the new Moto when it arrives next week or not. Motorola really soured me with the experience I had. But, I do not like how "busy" the Galaxy is compared to the Moto X Pure Edition.
    02-24-2016 03:12 PM
  21. isdaako's Avatar
    I was never offered a code. I'm just hoping that I'll be refunded for the money taken from my CC and credited properly for the cancellation of the worthless MotoCare.
    02-25-2016 10:36 AM
  22. 65fastback's Avatar
    Been round and round with my device. I love the phone but the service is unacceptable. At this point, I really just want a refund so I can move on with my life.

    Here is the history of my moto x pure.

    9/7/15 - Purchased

    9/18/15 - Delivered

    Noticed it would some times click, but performed fine.

    One morning in November, it made the clicking noise and then for the first time ever, it froze and rebooted itself.

    It progressively got worse up through it now wont keep radio connections (bluetooth, wifi, 3g, 4g, etc.)

    1/12/16 - Finally cant take using an unusable phone any longer and call only to get told to format the phone (for my pleasure, I suppose).

    1/20/16 - Finally get around to wasting an entire evening reformatting the phone and putting all my stuff back knowing that a hardware issue that has been getting worse for months wont be resolved.

    1/21/16 - Call back in and get an RMA number.

    Get told I need a $250 hold placed on my credit card to get a replacement, which is bull crap, but whatever.

    1/28/16 - Get replacement phone and power it up, only to find it is still locked to the previous users google account. Great...my expensive, couple months old phone, is being "repaired" by someone's previously used device. Genius customer service.

    1/29/16 - Call back in about the mistake. Get told to send it back. Send it back.

    2/1/16 - Email saying my hold on my credit card is going to be charged because I havent sent my device back. Call back again. Told not to worry about it. They know whats going on and are fixing it.

    2/3/16 - Mistake device is received back by motorola.

    2/7/16 - Credit card hold final notice email received. Told my hold is going to be charged.

    2/15/16 - Email received stating credit card has been charged and to not return any devices.

    All the while I have had to deal with a device the freezes and reboots itself randomly multiple times throughout the day and I have to use airplane mode toggling to get it to recognize wireless signals when it decides to just quit working.

    Absolutely beyond frustrated and cant believe I have wore out twitter, facebook and the telephone and I still have nothing.
    02-25-2016 11:46 AM
  23. 65fastback's Avatar
    Updates:

    2/17/16 - Contacted by Motorola via the motorola support forums. Told my case is being looked into.

    2/17/16 - Advance Exchange charge of $270 charged to my credit card.

    2/17/16 - Contacted by motorola and asked to send back my original device. No replacement device provided. Apparently they want me to be phoneless.

    2/17/16 - Told it is being escalated

    2/19/16 - Reply back stating I have not seen or heard anything.

    2/19/16 - Told they are still working on my case.

    2/24/16 - Told they are still working on my case and there is a system error preventing the process.

    2/24/16 - Receive automated email about a repair and return RMA (not the Advance exchange I originally requested).

    2/25/16 - Reexplain the situation and why this is unacceptable, esp with my credit card being charged $270 for nothing.

    2/25/16 - Told that the $270 charge to my card is my fault for not returning my original, broken device back within 5-6 days of them showing I received the locked replacement device they provided me that I already sent back. Also told that they wont credit this until I send back my original device now, and that once again I am supposed to be without a device and waiting on them.


    We're almost at 6 weeks now.

    Cliffs:

    I still have my original broken device. I have been charged $270 for absolutely nothing.
    02-25-2016 11:55 AM
  24. ASD Dad's Avatar
    Dispute the charge. Do you have tracking showing the locked device was returned? If yes, contact your CC provider and dispute it.

    I have read quite a few horror stories with Moto CS. I thought Lenovo would be better since my company uses ThinkPads and we get great service for them. I dont know what the percentage is of bad issues vs. people who have had good luck though. People that have smooth sailing dont post.

    I am hopeful my Pure never needs service...
    02-25-2016 12:11 PM
  25. shamefulzero's Avatar
    A few month back after the 6.0 updated i posted a thread about the bluetooth disappearing. Motorola asked me to do a master reset which didn't work. I did about 3 or 4 before i sent it to them.

    All motorola did was do a master reset and then sent it back. It didn't work, like when i preformed them. So Motorola asked me to send it back again.

    I sent it back and motorola received it on Feb 11. Motorola sent me an email with a serial number, an RMA number and a link to track the progress. Neither the serial number or the RMA can be tracked in the link.

    I have called several times over the past few weeks to get an update and motorola keeps saying, i'll get an email in 24 hours, which never comes. I feel they lost my phone or just aren't doing they're job.

    WHAT CAN I DO?
    02-25-2016 09:32 PM
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