01-14-2016 03:16 PM
29 12
tools
  1. dhendriksen's Avatar
    So...my XOOM got damaged while in for the 4G upgrade. The black plastic piece that covers the top/back of the device got all knicked up. It looks like the slid it in to a jig or something, and used a little too much force. The knicks are evenly spaced...it is very strange.

    I contacted Motorola and was given the run around, so I decided to email our good friend, Motorola Mobility CEO Sanjay Jha. Within two hours I received a call from a woman at his office, and she asked about my experience. She is getting a brand new XOOM upgraded to 4G now, and once that is done she will inspect it, and then send it to me. Once I get that one, they ask that I send my old one back after I've had a chance to get everything migrated over to the XOOM.

    That email took a bad experience, and turned it in to a good one. Maybe the company isn't so bad after all.

    I'll keep everyone posted as this progresses (if you all have any interest).
    10-19-2011 09:16 PM
  2. JediJesus95's Avatar
    Glad to hear they fixed the issue.
    10-19-2011 11:53 PM
  3. gitit20's Avatar
    It sucked big time for me they were rude and I was transferred 4 times was promised a call back that never came what's the email you can pm me if u don't want to post this in the thread I do not want a new one just need a back cover mine is cracked in half
    10-20-2011 03:33 AM
  4. dhendriksen's Avatar
    To email Motorola employees, send it to firstname.lastname@motorola.com.
    10-20-2011 06:30 AM
  5. Live2ride883's Avatar
    Thanks for the information, I just sent my Xoom in.
    10-20-2011 10:22 AM
  6. Suntan's Avatar
    Don't suppose Mr. Jha is in charge of their cable modem devision by any chance?

    Spent an hour on the phone with warranty before the tech ultimately said, "I'm sorry, I don't agree with my manager, but he won't let me warranty your modem."

    No real desire to buy Moto devices after that.

    -Suntan
    10-21-2011 12:52 PM
  7. Live2ride883's Avatar
    Well add my name to the list of "disappointed at this point" customers. My Xoom has several deep scratches on the back and several places where the paint is discolored.

    I am on hold right now waiting to speak with an agent. I may need San jays email address as well when this is all over.

    I will only accept a new device not a refurb.
    10-21-2011 02:15 PM
  8. Live2ride883's Avatar
    the rep I was talking to (Jessica) wanted me to send my unit back for a new housing. I refused and she is sending me to the consumer advocacy dept. So Jessica came back on line and asked me to send her pics of the scratches on the back so she can determine what her other options may be.
    10-21-2011 02:27 PM
  9. dhendriksen's Avatar
    The lady that I'm working with is in the "Corporate Consumer Advocacy Group". She's great.

    Much better than the reps in India that have never even seen a XOOM (nothing against the people of India here...I'm just not a fan of outsourced customer service).
    10-22-2011 06:46 AM
  10. anon(55900)'s Avatar
    hopefully they go further and review thier process and employee training to make sure those types of things don't happen again. i've had my xoom wifi for a few months now and vev with them selling for $100 less then i paid, i still feel i made a good purchase, hardware is rock solid, it is a premium tablet that is the closest to bridging the laptop to tablet . my hope is motorola stays firm about supporting this product, that we get os updates fast and izd really like a motorola phone that compliments the xoom, sans ice cream sandwich and future os's!
    10-22-2011 07:40 AM
  11. dhendriksen's Avatar
    I paid $799 for my XOOM...plus a bunch more on accessories. I have no plans to replace it anytime soon.
    10-22-2011 03:28 PM
  12. anon(55900)'s Avatar
    I paid $799 for my XOOM...plus a bunch more on accessories. I have no plans to replace it anytime soon.
    I paid $498 at Walmart.
    10-22-2011 03:30 PM
  13. dhendriksen's Avatar
    I paid $498 at Walmart.
    I would pay the extra $300 just to aavoid that place.

    You got a 4G for that price? Did you sign a contract?

    Mine is 4G and contract free.
    10-22-2011 03:50 PM
  14. anon(55900)'s Avatar
    I would pay the extra $300 just to aavoid that place.

    You got a 4G for that price? Did you sign a contract?

    Mine is 4G and contract free.
    Just a wifi only, didn't want or need cellular.
    10-22-2011 07:51 PM
  15. Live2ride883's Avatar
    Jessica from motor support called me back and stated that I would need to ship my Xoom back to them for repairs. I assume this would take 7-10 Days.
    10-24-2011 03:27 PM
  16. dhendriksen's Avatar
    I got an email today from Motorola saying they received my XOOM and the 4G upgrade is being processed.

    Considering that I'm typing this from the XOOM I have to assume it is the new one that Motorola is getting for me.

    Live2ride883, did you send an email to the man on top like I did?
    10-24-2011 03:29 PM
  17. dhendriksen's Avatar
    And I just got an email saying it has shipped.

    I wonder if it has really shipped, or it is like when I sent mine in for the 4G upgrade and it will ship in 6 days =)
    10-24-2011 03:40 PM
  18. dhendriksen's Avatar
    I just noticed something interesting. I tracked it on Motorola's website, and under device notes on this new one it says "WiFi Only 4G LTE Upgrade". I don't remember it saying that when I sent my old one in, so I tracked my original and in that area it says "4G LTE Upgrade". The "WiFi Only" on the current one is interesting. Don't the WiFi only models have a different colored back? I wonder if it will receive updates as a WiFi only device, or if it will receive updates as a 4G device? I wonder if it will say "Verizon" on the bezel like mine does now?

    If the back is a different color I'm going to get upset. I really like the black back.
    10-24-2011 03:57 PM
  19. Live2ride883's Avatar
    I got an email today from Motorola saying they received my XOOM and the 4G upgrade is being processed.

    Considering that I'm typing this from the XOOM I have to assume it is the new one that Motorola is getting for me.

    Live2ride883, did you send an email to the man on top like I did?

    Not yet but I will soon.
    10-24-2011 04:24 PM
  20. bmhanson's Avatar
    I tracked it on Motorola's website, and under device notes on this new one it says "WiFi Only 4G LTE Upgrade". I don't remember it saying that when I sent my old one in, so I tracked my original and in that area it says "4G LTE Upgrade".
    Likely just an indication that it is not activated and/or you will not be getting a hew sim card.
    10-24-2011 07:43 PM
  21. danyzfr6's Avatar
    @DanH

    How do you get in touch with Customer Advocacy Group? I've been trying to get transferred to them but none of the Motorola reps will do it! They say it's not policy!

    I've had a horrible experience with Motorola Customer Service over the update to my Xoom. Any help will be appreciated.
    10-25-2011 11:28 AM
  22. Live2ride883's Avatar
    I spoke with Ann this morning in the consumer advocacy dept and explained my issue and reasons for wanting a new Xoom. She is going to see what further options are available from her end and get back with me shortly.
    10-25-2011 12:01 PM
  23. dhendriksen's Avatar
    @DanH

    How do you get in touch with Customer Advocacy Group? I've been trying to get transferred to them but none of the Motorola reps will do it! They say it's not policy!

    I've had a horrible experience with Motorola Customer Service over the update to my Xoom. Any help will be appreciated.
    I emailed the CEO, Sanjay Jha. They called me back same day.

    I didn't even ask them to call. I just basically told them about my experience, and explained how/why they lost me as a customer. I guess I can post my email to them if you care to read it.
    10-25-2011 04:23 PM
  24. dhendriksen's Avatar
    Just an update for everyone, I got a new XOOM in the mail today. It was packaged up just as the one I sent in for the 4G upgrade was, but you could tell the XOOM was new because it still had plastic covering literally every single surface. There was a SIM card inside, and they also included another new dock.

    Here's the crazy thing...I've never heard back from Motorola! I called the lady yesterday and left her a message asking if she got the pictures I sent. I've never heard back from them. I don't have any instructions/directions as to how to return my damaged XOOM or anything.

    I'm not going to reach out to them anymore. If they call me and ask for the damaged one and provide what is needed to ship it back I will, but I'm not going to bring it to their attention. They don't even have anything other than my name, office address and phone number. Seems a little daring on their part, although I guess they do have the serial numbers so if I tried to keep them both they could very likely remotely disable one or both of them. I wouldn't avoid them and keep it anyways, but I'd bet there are plenty of people that would.
    10-25-2011 04:27 PM
  25. Live2ride883's Avatar
    Ann called me back and said her options are as follows, I can send my Xoom in for repairs which would take up to 12 days, or they can send me out another Xoom but the could not guarantee that it would not be a refurbished mode.. If I choose to receive a new/refurbished Xoom I would have to provide a credit card number for them to bill if they did not receive my Xoom back.
    10-26-2011 09:48 AM
29 12
LINK TO POST COPIED TO CLIPBOARD