MotoMaker Orders! Delays

[hazmatnz]

At least you guys can even use Moto maker etc.
I'm in New Zealand and we can get black or white 32gb plastic. At $900NZD.
Ordered and paid for mine in a retail store on the 3rd. It was due in store for pickup this week.
Now the nationwide distributors are advising that December delivery isn't likely to happen at all. *Maybe* January.

Quit your moaning.

Posted via the Android Central App

 

[Dojam]

Just curious - why you are still chasing Moto on this order? As I understand it you have your money back from this order because your credit card cancelled the payment. If you have your money back why not just consider it a cancelled order and move on?

I ask that myself! I work on the customer service field and for one can't get over that Motorola have such a crappy service. Second as I know my CC refund me the money doesn't mean Motorola still can recharge my CC and still drag this order for months. Motorola refuses to cancel the order on bases that the phone is waiting to be release, meaning waiting for Fed Ex to pick it up.

 

[whocares10]

Sucks to hear about you guys and the bad orders. I ordered mine Friday 12/5 at 10pm US Eastern, just arrived Today 12/10 at 945am. I consider that awesome service. I purchased with the cyber Monday code. White front, Slate back, 32g on Verizon with Turbo Charger as well. Hope all your orders get corrected.

 

[ronin_cse]

I ask that myself! I work on the customer service field and for one can't get over that Motorola have such a crappy service. Second as I know my CC refund me the money doesn't mean Motorola still can recharge my CC and still drag this order for months. Motorola refuses to cancel the order on bases that the phone is waiting to be release, meaning waiting for Fed Ex to pick it up.

Well just talked with them again and this time I wouldn't let "we're sorry but all we can do is tell you when it ships". After I asked "why isn't the shipping label created before fedex picks it up like every other company does" the CS rep disconnected with me. So great, not sure where I want to go from here.

Edit: also wanted to point out that since I have worked in customer service as well, I never yell at csrs or abuse them or anything so that wouldn't be the reason they disconnected. Guessing there is a time limit or something.

 

[Zendroid1]

Just ordered a 32gb pure edition white front blue back and delivers by 12/18. If I had chosen the 16gb it said delivers by Jan 5.

 

[Robisan]

I ask that myself! I work on the customer service field and for one can't get over that Motorola have such a crappy service. Second as I know my CC refund me the money doesn't mean Motorola still can recharge my CC and still drag this order for months. Motorola refuses to cancel the order on bases that the phone is waiting to be release, meaning waiting for Fed Ex to pick it up.

Perhaps your cc company can permanently block charging for that specific order? Worth finding out. Certainly they can permanently block Motorola from ever charging your card, but you'll then need to have another cc if you want to buy from Moto again. Or you could just defer until if/when Moto actually ships you the phone from this order (increasingly likely to be never) and deal with it then. Refuse delivery and fedex must return it. Get cc charge (if any) reversed and be done. Or keep the phone if you still want it at that time. Seems like a better idea than chasing a ghost order now.

 

[Robisan]

Edit: also wanted to point out that since I have worked in customer service as well, I never yell at csrs or abuse them or anything so that wouldn't be the reason they disconnected. Guessing there is a time limit or something.

My thoughts on dealing with customer service here.

 

[ronin_cse]

My thoughts on dealing with customer service here.

Sadly I did ask to move up the chain but was told no one there could give me any more information. Sounds like it is as Dojam has said, they have no direct contact with the warehouse

 

[Dojam]

Well just talked with them again and this time I wouldn't let "we're sorry but all we can do is tell you when it ships". After I asked "why isn't the shipping label created before fedex picks it up like every other company does" the CS rep disconnected with me. So great, not sure where I want to go from here.

Edit: also wanted to point out that since I have worked in customer service as well, I never yell at csrs or abuse them or anything so that wouldn't be the reason they disconnected. Guessing there is a time limit or something.

I have to say that I raise my voice several times but other than that it was professional. I make the guy contradict himself several times, but like I said before there is not much they can do, at the end he supposedly sent an email marked urgent to the warehouse and also sent me an email, that if I don't hear from no one by Friday I have to reply and let him know. I'm sure that him following up will not bring any results. I also got an email back from Executive Customer Escalations, no good news, they are telling me the phone is been built and that will ship as soon is done.....

 

[ezzzzz]

So just an update for all, I ordered 2 phones...they said both shud be here by 12/17.....I got one in my hand today 12/10…..the other one who knows???? Everytime I try to get info I get a diff story.. But guess I can't complain cuz the estimated day has not come yet. Just think it's weird, 2 phones ordered an hour apart one here, one in limbo.

From my nexus 9

 

[Jdane07]

I received my Moto X today. A day earlier than FedEx said, and a mere 3 DAYS after I ordered. Crazy quick Motorola. Bravo.

 

[cyndie1030]

An update for anyone who ordered on Cyber Monday and then got lost in limbo with no email updates and no phone. In desperation yesterday, I got on Twitter, Facebook and the Moto Support Forums asking for help to find out why I haven't gotten my phone. It was the Moto Support forums that got me some action. Agent_Gaby answered people on that thread, sending them a PM to forward their confirmation email to the support team and they would look into it. Within an hour I got an email back from someone at support that they were looking into my order. This morning I got the email "We're building it", so I have hope that I might get my phone some point soon.

 

[ronin_cse]

An update for anyone who ordered on Cyber Monday and then got lost in limbo with no email updates and no phone. In desperation yesterday, I got on Twitter, Facebook and the Moto Support Forums asking for help to find out why I haven't gotten my phone. It was the Moto Support forums that got me some action. Agent_Gaby answered people on that thread, sending them a PM to forward their confirmation email to the support team and they would look into it. Within an hour I got an email back from someone at support that they were looking into my order. This morning I got the email "We're building it", so I have hope that I might get my phone some point soon.

Lol was just coming here to report the same thing. I didn't post anything on the forums though I e-mailed the e-mail address that Dojam provided, but also received an e-mail saying they were looking into it and also got the "We're building it" e-mail today.

What configuration did you get btw?

 

[cyndie1030]

I got a 32 GB Verizon with a Navy Leather back, black front, silver trim with engraving.

What configuration did you get?

 

[zavandiver]

I got a 32 GB Verizon with a Navy Leather back, black front, silver trim with engraving.

What configuration did you get?

That is the configuration I am considering. How long did it take for you to receive it? The MotoMaker website has navy listed as delayed shipping.

 

[cyndie1030]

I STILL don't have it. I ordered it on Cyber Monday, got the "You Ordered It" email and then nothing. On the Moto Support Forums, there are other people who ordered on Cyber Monday and haven't gotten theirs. Several of us noted we had either ordered a Turbo Charger or in my case, headphones which were backordered and we're wondering if that held up the phones from being assembled. I did get the email this morning that mine was being assembled so I'm crossing fingers that it is shipped soon.

 

[ronin_cse]

Ebony back, black front, red trim. I also ordered a power pack which is back ordered so perhaps that was holding up mine as well. If that's the case it would be nice if they could just tell us them on one of the many times that we have asked : /

Also, I have Dec 23rd as the estimated delivery on my power pack. Seems unlikely that even if the phone is being delayed until then it would be in assembly now as that is still almost 2 weeks away. Oh well I think Motorola's supply chain is just borked sometimes. Says a lot about how great their actual products are that we are still willing to put up with this.

 

[cyndie1030]

I tried ordering 2 power packs when I placed my phone order to get the 30% off accessories and they had the one for half off if you bought one but it was saying out of stock by the time I checked out and wouldn't let me place the order. But the next day it let me order the power packs and a Hula bumper in Navy and those are scheduled Dec 29. I'm glad now it wouldn't let me put those in the same order as the phone.

I agree that their order/delivery system is not the greatest and at this point I have been unimpressed with their customer service. I chatted three times with them and was told first that it was being processed and I was sure to get it by the 10th then was told it shipped on the 4th and then was told it was delayed but they had no idea why.

It wasn't until I posted on the Moto support forums that one of them asked me to forward my confirmation email and then some action seemed to get taken. I wish there would have been another way to get the 32GB one without going through the Moto Maker because this just left a bad impression on me.

 

[micaels]

I just got the message "we are starting building your device"

 

[Zendroid1]

I feel bad for you guys. I ordered yesterday and got the "we are building your device" within a few hours. It sounds like they got overwhelmed with orders and some fell through the cracks.