I got my Xoom upgraded to 4G, who else got there's?

[alphanu22]

To be fair, they did say 6 business days round trip, so, if they get it to us on Monday they will be fulfilling their "promise". That being said, I agree and find it sad that if the work is done, and has been for over a day now in my case, that it shouldn't be complicated to ship the thing back. It should not have to sit there waiting to be put in a box and shipped out. In any case, none of this rivals my experience with my first Xbox 360 that died 4 weeks after I got it...having itself been delayed 4 weeks after launch even though I preordered it. THAT was a long process. I can wait til Monday if I have to. Not thrilled about it, but, it could be worse.

so tru...

 

[SamuriHL]

The thing is, unless the packages go out today, we will not receive them on Monday. I think they are going out on Monday.

I can wait too. I simply do not think I should have to wait. The upgrade is complete, they should return my property to me now.

Honestly, I hope that I am wrong, and if I am, I'll gladly admit it. But, at this point, I don't think I am.

Oh, I think they'll go out today. I was just hoping that they went out yesterday but that's starting to look EXTREMELY unlikely. And I'm quite sure they won't do overnight delivery on a Saturday. If they aren't shipped UNTIL Monday then I'm going to be really unhappy because that's just plain unnecessary at this point.

 

[pauldroidr2d2]

Oh, I think they'll go out today. I was just hoping that they went out yesterday but that's starting to look EXTREMELY unlikely. And I'm quite sure they won't do overnight delivery on a Saturday. If they aren't shipped UNTIL Monday then I'm going to be really unhappy because that's just plain unnecessary at this point.

Well if they are using the same shipping method that they used to send us our boxes, it is overnight M-F. I know that my Xoom was received at MOTO a day before what they have posted on my MOTO tracking.

MOTO has jerked Xoom customers around from day 1 on this device. They have quite literally taken advantage of us and speaking for myself as a long time customer and one who has purchased MOTO devices over and over again, they have squandered away my goodwill.

 

[freeky1]

I still keep coming back to Motorola for the build quality. I still have an old Star Tac phone lying around somewhere from my old McCaw/Contel/Cellular One days that powers up and would probably work if there were an analog system left.

 

[SamuriHL]

Well if they are using the same shipping method that they used to send us our boxes, it is overnight M-F. I know that my Xoom was received at MOTO a day before what they have posted on my MOTO tracking.

MOTO has jerked Xoom customers around from day 1 on this device. They have quite literally taken advantage of us and speaking for myself as a long time customer and one who has purchased MOTO devices over and over again, they have squandered away my goodwill.

I definitely understand your viewpoint on this. If they didn't have such great build quality I might have a similar opinion. The problem is their devices tend to last for a long time. I just replaced my Droid with a Bionic. The Droid, while showing its age in terms of performance, was rocking just as good as the day I bought it. The build quality on the Xoom seems comparable. So yea, I get the frustration completely. I just don't know what the alternative is.

 

[SamuriHL]

I still keep coming back to Motorola for the build quality. I still have an old Star Tac phone lying around somewhere from my old McCall/Contel/Cellular One days that powers up and would probably work if there were an analog system left.

Exactly.

 

[pauldroidr2d2]

I definitely understand your viewpoint on this. If they didn't have such great build quality I might have a similar opinion. The problem is their devices tend to last for a long time. I just replaced my Droid with a Bionic. The Droid, while showing its age in terms of performance, was rocking just as good as the day I bought it. The build quality on the Xoom seems comparable. So yea, I get the frustration completely. I just don't know what the alternative is.

I tend to change/upgrade devices more frequently it seems than you do. I guess I've concluded that if I'm not happy with a particular device right now, it will not be too long before there is a newer, better device being released.

I don't dispute that Motorola makes great devices. As is evidenced here with the Xoom, they treat customers like garbage. They do not do what they claim they are going to do. Our devices should have been upgraded last week at the very latest.

I don't know about you, but my "ticket" wasn't opened until 9/29/11. That is the second to last business day of September 2011. Motorola in their last promise to us claimed that our devices would be upgraded by the end of Summer 2011. Well, my device wasn't upgraded until October 5, 2011. In my book that is the beginning of Fall, 2011. If the device isn't shipped today, I will not see it until Tuesday, October 11, 2011, at the earliest.

 

[SamuriHL]

I tend to change/upgrade devices more frequently it seems than you do. I guess I've concluded that if I'm not happy with a particular device right now, it will not be too long before there is a newer, better device being released.

I don't dispute that Motorola makes great devices. As is evidenced here with the Xoom, they treat customers like garbage. They do not do what they claim they are going to do. Our devices should have been upgraded last week at the very latest.

I don't know about you, but my "ticket" wasn't opened until 9/29/11. That is the second to last business day of September 2011. Motorola in their last promise to us claimed that our devices would be upgraded by the end of Summer 2011. Well, my device wasn't upgraded until October 5, 2011. In my book that is the beginning of Fall, 2011. If the device isn't shipped today, I will not see it until Tuesday, October 11, 2011, at the earliest.

I really can't dispute anything you're saying here. I used to do a new phone every year, but, I decided to stick it out and wait for the Bionic. Even if I stick with the new phone every year idea, I certainly am not going to do that with an 800 dollar tablet. That will have to last a while and I absolutely wanted a good build quality on that. I've honestly never had to deal with Moto customer support so I can't speak to that. This upgrade process...yes, they did say summer and were a few days off of that target. I'm willing to cut them a little slack. A little frustrated that it's just sitting there, no question, but, it hasn't changed my mind about buying future Moto products. I fully understand where you're coming from, however, and don't blame you for the opinion you have.

 

[mrchiz]

I agree. October 5 violates the September 2011 deadline. I will be using that as leverage to Verizon to cut my data plan. But as far as build quality it is excellent. But the horrible customer relations causes the overall rating to suffer greatly. MOTO NO MO!

 

[alphanu22]

i know this is all personal preference n all. but i been happy with Moto. i prefer metal and lil more weight of the Moto, than Samsung's Plastic Phones-

 

[mloebl]

I have a theory...I believe that they are processing these RMAs and filling a FedEx container truck. Once the container is filled, they call FedEx and have them pick it up. If your RMA is processed near the beginning of filling a container, you may have to wait longer. If it is processed at the end of filling a container, then it ships quickly.

Actually that makes perfect sense as it does have a "Carton Number" I believe in the shipping email which may be the outgoing container...

-Mike

 

[pauldroidr2d2]

I really can't dispute anything you're saying here. I used to do a new phone every year, but, I decided to stick it out and wait for the Bionic. Even if I stick with the new phone every year idea, I certainly am not going to do that with an 800 dollar tablet. That will have to last a while and I absolutely wanted a good build quality on that. I've honestly never had to deal with Moto customer support so I can't speak to that. This upgrade process...yes, they did say summer and were a few days off of that target. I'm willing to cut them a little slack. A little frustrated that it's just sitting there, no question, but, it hasn't changed my mind about buying future Moto products. I fully understand where you're coming from, however, and don't blame you for the opinion you have.

I do not think they deserve to have any slack given to them. They have repeatedly delayed the release of this upgrade. They failed to follow through on yet another commitment. MOTO customer disservice flat out stinks like so many other companies. They have chosen to outsource their support and both the quality as well as what they are allowed to do service MOTO customers flat out stinks. Like so many things that take place with Verizon, odds are we know far more about these things do any of the support people are told.

 

[mloebl]

Ok, anyone else get this from Motorola:

Dear MIKE,

We wanted to let you know that we are still in the process of completing your upgrade. If you received a notification yesterday with tracking information please disregard. We apologize for the delay and will send you an additional notification once the device has shipped early next week.

Sincerely,

Motorola Mobility Customer Services

------

The status page claims done, with SIM number, and I did of course get a Tracking number yesterday...

-Mike

 

[SamuriHL]

I haven't gotten ANYTHING from them at all except the initial email that they received it. This is what my status shows now:

This device has shipped or is in the process of being shipped back to you. If no tracking information is available, please check back at a later time to allow our system time to update. If you have any questions, please contact our customer care department at 1-800-734-5870 and select the repair service option.Our hours of operation are Monday through Friday from 8:00 am to 10:00 pm Eastern Standard Time.

Yea, no tracking information indeed. That's just not ok IMO. The EARLIEST I'll get it back now is Monday, but, if they don't ship it out tonight then we're looking at Tuesday. Seriously?? Not very happy at the moment.

 

[mloebl]

So not sure if it means 1) It just hasn't shipped yet, so the shipment is delayed but it's really done 2) They really haven't finished updating it, but the FedEx information is ready when it's done with the upgrade 3) They are beyond overwhelmed so have a bit of a problem with the upgrade system... Or maybe a combo of them

I also noticed that seems no one on the forum has gotten any tracking number it seems since yesterday... that is a bit disconcerting.

-Mike

 

[Carlesious]

Ok, anyone else get this from Motorola:

Dear MIKE,

We wanted to let you know that we are still in the process of completing your upgrade. If you received a notification yesterday with tracking information please disregard. We apologize for the delay and will send you an additional notification once the device has shipped early next week.

Sincerely,

Motorola Mobility Customer Services

------

The status page claims done, with SIM number, and I did of course get a Tracking number yesterday...

-Mike

Yeah, I got that email too. Initially my trackig number said I'd get it this morning by 10:30, then it said this:
Oct 7, 2011 3:30 PM Shipment exception SCHAUMBURG, IL Destroyed at customer's request

 

[SamuriHL]

Yea, I was thinking the same thing. That's quite unnerving. Seems they are overwhelmed with this upgrade. Maybe they didn't expect everyone to actually ship them out so fast? I mean, what did they expect? It's not like we haven't been waiting since *MAY* for this upgrade or anything.

 

[SamuriHL]

Destroyed at customer's request

What the hell does that mean??? sigh. This is not looking very good for Moto. I really wanted to give them the benefit of the doubt here but come on.

 

[mloebl]

What the hell does that mean??? sigh. This is not looking very good for Moto. I really wanted to give them the benefit of the doubt here but come on.

My FedEx number still shows as active which is interesting, but still anticipating shipping on 10/6 (just like the initial shipping box I had that sat for a couple days before actually shipping.) They should have capped the incoming if they couldn't handle it. I work for a pretty large company that produces HW and SW... so knowing the occasional issues we have, this situation does concern me a bit... :-X

-Mike

 

[SamuriHL]

My FedEx number still show as active which is interesting, but still anticipating shipping on 10/6 (just like the initial shipping box I had that sat for a couple days before actually shipping.) They should have capped the incoming if they couldn't handle it. I work for a pretty large company that produces HW and SW... so knowing the occasional issues we have, this situation does concern me a bit... :-X

-Mike

Well, I know that FedEx tracking is about as useless as it gets. Case in point when the box was shipped to me, the tracking site was never updated to show that. It simply showed that the initial request was received by the shipper (moto in this case) and that was all it ever said. Even after I got it, the tracking site was never updated. Should have used UPS I think. In any case, I'm starting to agree with people that say Moto can't handle this kind of thing. This is my first non-great experience with them. Granted, as I said before, Monday will be the 6th business day for me, so, if it arrives then, great. If not,then that's really not so good. I'm happy for the lucky ones that had 3-4 day turnaround times. But for the rest of us...man.