What a freakin nightmare! 9 phone calls, over 4.5 hours on hold, spoken to 14 different people, and still no unbroken phone.
On the evening of 11/5 I reach in my pocket to get my 3 week old Verizon Moto X 2nd only to find it has a broken glass screen and AMOLED display…no reason it should, but it does. On 11/6 I bite the bullet and initiate an "Advance Replacement"…$125 through the shredder... and head over to FedEx to send the useless phone to Moto Repair Center. On Friday 11/7 I receive the new phone…sounds great right? After work on Friday, I open up the box and start setting up the phone…only to notice that the glass screen is cracked….straight out of the box and the screen is cracked. It's the weekend, so nothing I can do but wait until Monday morning. 11/10 9:00 EST I call Moto. After lots of hold and transfers I'm eventually told "as soon as the phone that you returned gets to the repair center, we will ship you yet another replacement." I grab my handy FedEx receipt and use the tracking number to find that it had been delivered to the repair center on Friday 11/7 at 9:37 am. On Tuesday 11/11 I receive an email stating that the repair center had not received the returned phone….better ship it quickly or I'll lose the $250 hold that is part of Advance Replacement…. Hello! Remember that whole "it was delivered last Friday thing"? 11/11 13:00 EST Back on the phone I go. An hour later….45 minutes of which was spent on hold, : Sorry for the delay. A new phone is being sent to you as we speak. We'll call you back in short order to give you the RMA info for the phone that you currently have. 11/11 16:30 EST Having not received said phone call guess what I do. Another 2.5 hours of talking or being on hold results in: I swear that the replacement phone has been released from the warehouse and FedEx has been sent pick-up info. As soon as they come get it, It'll be on the way to you and I'll email you all this info as soon as we're off the phone. Yeah, right….still waiting on that email. Guess I better stop holding my breath. 11/12…I'm too frustrated to even think about it. 11/13 9:00 EST On the phone yet again. After 2 transfers and another 42 minutes: "Gee sir, NOTHING has been done about this. It's never been escalated in any way nor has the warehouse been made aware that you should be shipped a phone. But, unlike the other 13 people that you've spoken to, I won't lie to you…trust me…I'll take care of it personally and you'll have a phone by Monday 11/17. (OK, that was a bit of a para-phrase)
So here I am set for another weekend and still no functional phone. At best, if by some MIRACLE I get an unbroken phone on Monday, a mere 11 days will have passed since I initiated the "fastest possible way" to get an unbroken phone.
On the evening of 11/5 I reach in my pocket to get my 3 week old Verizon Moto X 2nd only to find it has a broken glass screen and AMOLED display…no reason it should, but it does. On 11/6 I bite the bullet and initiate an "Advance Replacement"…$125 through the shredder... and head over to FedEx to send the useless phone to Moto Repair Center. On Friday 11/7 I receive the new phone…sounds great right? After work on Friday, I open up the box and start setting up the phone…only to notice that the glass screen is cracked….straight out of the box and the screen is cracked. It's the weekend, so nothing I can do but wait until Monday morning. 11/10 9:00 EST I call Moto. After lots of hold and transfers I'm eventually told "as soon as the phone that you returned gets to the repair center, we will ship you yet another replacement." I grab my handy FedEx receipt and use the tracking number to find that it had been delivered to the repair center on Friday 11/7 at 9:37 am. On Tuesday 11/11 I receive an email stating that the repair center had not received the returned phone….better ship it quickly or I'll lose the $250 hold that is part of Advance Replacement…. Hello! Remember that whole "it was delivered last Friday thing"? 11/11 13:00 EST Back on the phone I go. An hour later….45 minutes of which was spent on hold, : Sorry for the delay. A new phone is being sent to you as we speak. We'll call you back in short order to give you the RMA info for the phone that you currently have. 11/11 16:30 EST Having not received said phone call guess what I do. Another 2.5 hours of talking or being on hold results in: I swear that the replacement phone has been released from the warehouse and FedEx has been sent pick-up info. As soon as they come get it, It'll be on the way to you and I'll email you all this info as soon as we're off the phone. Yeah, right….still waiting on that email. Guess I better stop holding my breath. 11/12…I'm too frustrated to even think about it. 11/13 9:00 EST On the phone yet again. After 2 transfers and another 42 minutes: "Gee sir, NOTHING has been done about this. It's never been escalated in any way nor has the warehouse been made aware that you should be shipped a phone. But, unlike the other 13 people that you've spoken to, I won't lie to you…trust me…I'll take care of it personally and you'll have a phone by Monday 11/17. (OK, that was a bit of a para-phrase)
So here I am set for another weekend and still no functional phone. At best, if by some MIRACLE I get an unbroken phone on Monday, a mere 11 days will have passed since I initiated the "fastest possible way" to get an unbroken phone.
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