I've spent the past 7 days being lied to by Motorola. They tell me my replacement phone has been built, then they say they'll expedite it. When I don't receive the phone, they say it's being built - again. I paid $600 for advanced replacement because my initial order has been defective. They promised that if I buy the advanced replacement phone a week ago, I'd get the phone this week, but it's all lies. Supervisor after supervisor says they'll "call" me or promise me the phone by the end of the week, or a tracking number, and nothing is forthcoming. Then when I contact them another way (online support chat) they tell me the phone hasn't even been built yet! So I asked to cancel the order, and they say they can't refund my money because the phone is being built...again. It's a complete joke!
I can't be the only one having this issue.
WORST COMPANY EVER.
After my nightmare problems with my Photon, I don't know why I even bothered with them - except Sprint has a limited number of phones that aren't crappy, so this was my only option and it's turned out pretty lame.
Hate this company!
ETA: Spoke with the corporate office and they're like, "too bad, so sad, you're SOL" - in more polite terms, but basically, that's the short version of it.
That sucks, and I understand your anger. But my experience has been much better.
I also got a lemon. After 3 chat sessions and a few phone calls, they agreed to replace it. They sent me a motomaker code, and a FedEx shipping label via email within a day or two. I used the code to order a new phone. They didn't ask me for any money up front.
They wouldn't let me correct my address (missing zip code, otherwise okay) and that's probably why the FedEx overnight shipment took 3 days, but one phone call later and the phone arrived. I am typing on it now, and it seems okay. It did randomly reboot once, when I plugged it in, but that's it, and that is within the level of glitchiness I am willing to accept, especially since this phone boots really fast.
I plan to mail the first phone back tomorrow, and I hope they register it as having been received. But FedEx tracks shipments, so I should be okay.
Customer support has been slow, and I often get sent to the wrong department and have to be transferred. I wouldn't call this the best customer service interaction I've even had. But it's fine.
I wish you the best of luck. I think your best tack is to assume incompetence rather than malice, and be patient and polite and let them know that you have ample reasons to be frustrated and annoyed, but you realize that this person you are talking to right now is not the cause of your problems, but a potential solution.
Again, good luck.
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