Re: Moto Care and terrible service experience
My experience lasted about two weeks:
I dropped my phone on Sunday Nov 29, screen shattered. Immediately filed a claim online via the website, requested the Advance Placement option (where they send you a replacement phone first, then you send them the broken phone). After 5 business days since I made the claim (Dec 4), I hadn't received any email about the replacement device being shipped. I started an online chat with a Motorola representative asking for any update, and they said no new info was showing up on their side. She suggested that I call the 800 number to get to the Repair Escalation Department and gave me a reference number so they can see further into the issue.
Called the number, and same thing, no new info on their side. He told me the typical shipping time frame for the Advance Placement option using my situation as an example: if the claim is made on Sunday, the warehouse will get the information on Monday, on Tuesday/Wednesday (depending on orders, I guess) the device would be shipped out, and the customer typically would have the device in hand on Friday or following Monday. He put me on hold for one more minute to investigate something else. He came back on the line, asked if my device was a customized device, I said yes. He then said that the time frame he told me about was for a standard device. For a customized device, it would take about 7-10 business days, rather than the quoted 4-5. Argh, fine.
That following Monday (Dec 7), I called again, hoping I would be told something different. This time I specifically asked to talk with the Repair Escalation Department (I think the last phone call was with a general repair dept). I gave the reference number, told them my story thus far, and they had told me that the device was out of stock (?!?!?!!) and would put my ticket as high priority. *Maybe* a couple of hours passed, and I received an email with a redemption code to use in Moto Maker. I called Motorola just to make sure this code was in reference to my broken device and they confirmed. Ordered the device that day, it got shipped a couple of days later (Dec 9), received an email with an attached packing slip for my broken device the next day, phone finally in my hands on Saturday (Dec 12).
All in all, yes quite the ordeal. I've read it's easier/more efficient if you make a claim via chat, that way they immediately give you the code for a new phone and you don't have to wait. Also, I apologize for my overuse of parentheses.