MotoMaker Orders! Delays

[Dojam]

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.

Can you specify which thread did you post?

 

[cyndie1030]

I tried posting the link to it yesterday but I didn't have enough posts to do links but let me try it again today:

https://forums.motorola.com/posts/ee6c42f642

Except they're had an issue pop up overnight where the previous posts disappeared so our posts from yesterday and Agent Gaby's no longer appear. But Agent Gaby will get emailed if you post on that thread.

 

[ronin_cse]

Another update: just got an e-mail back from the executive customer service that my phone will ship on the 13th. Pretty sure it is as cyndie1030 said and some orders fell through the cracks. It also sounds like despite trying to help the regular customer service can only do so much and the only reason I have a shipping date now is because I e-mailed the escalated support address (no way it's coincidence). It's too bad that Dojam had so many issues and I really feel for him, but thank you to him for posting that e-mail

 

[Dojam]

Another update: just got an e-mail back from the executive customer service that my phone will ship on the 13th. Pretty sure it is as cyndie1030 said and some orders fell through the cracks. It also sounds like despite trying to help the regular customer service can only do so much and the only reason I have a shipping date now is because I e-mailed the escalated support address (no way it's coincidence). It's too bad that Dojam had so many issues and I really feel for him, but thank you to him for posting that e-mail

At least you were given a new ETA, I haven't got any at all, other than apologies and contradictions!

 

[Dojam]

I tried posting the link to it yesterday but I didn't have enough posts to do links but let me try it again today:

https://forums.motorola.com/posts/ee6c42f642

Except they're had an issue pop up overnight where the previous posts disappeared so our posts from yesterday and Agent Gaby's no longer appear. But Agent Gaby will get emailed if you post on that thread.

Yeah I finally found yours but was unable to see someone else response, I created my own and got the following response "Ok. I'm working with Tracy to see what's going on with your order. I'm so sorry that this has taken so long, but it's been escalated up to the highest levels and we're working to get some answers for you." Tracy happens to be the person who responded to me with useless information couple of days ago. I'm not holding me breath here!

 

[shahid99]

how long do they take to ship the phone ?? after you received email about they are building it . any idea ?

 

[ronin_cse]

Well mine shipped today and should be delivered on Wednesday the 17th. Looks like my power pack is in the same shipment so it seems that is what delayed the order. I don't understand why not only didn't it say they would wait to ship both items together when I placed the order (in which case I would have only ordered the phone) but why none of the 4 customer service reps I talked to would tell me that? I would have been annoyed but it would have been a lot better than "oh FedEx has been delayed from picking up your order for some unknown reason that I can't see". Arg

 

[cyndie1030]

Yep. Mine still hasn't shipped but I was told the earbuds on the same order were out of stock (had estimated date of 12/23 when I ordered) but they are expecting accessories next week so I imagine that's when they'll ship mine. I guess I've gotten spoiled by Amazon Prime where I will get things as they are available and within 2 days. If I'd have been told at ordering time that the $13 earbuds were going to hold up delivery of my phone by WEEKS, I'd have removed them.

 

[alcathoe]

I couldn't even use the code, it was rejected two days in a row. First reason, the Republic promotion was on. Second, you have to order only from a computer, Third, you can only choose a pure edition for your code to work. It was a scam from the start the promotion very clearly stated that it was for an off contract phone, never stated your choices would be limited

 

[micaels]

Mine actually shipped today.. Moto X with turbo charger, SOUL headphones and two powerpacks

 

[ronin_cse]

I couldn't even use the code, it was rejected two days in a row. First reason, the Republic promotion was on. Second, you have to order only from a computer, Third, you can only choose a pure edition for your code to work. It was a scam from the start the promotion very clearly stated that it was for an off contract phone, never stated your choices would be limited

Can't speak towards your first 2 points but saying you can only use it on the pure edition is simply not true at all. I and many others used it on off contract carrier phones, I bought it for Verizon myself.

 

[shahid99]

I just received mine today going well so far

Posted via the Android Central App

 

[alcathoe]

The Motorola rep informed me that I could only use it on the pure edition or Net 10 the promo code would not work with any other carrier. I had originally intended to purchase the phone to use with Republic, but because they had their own arrangement with Motorola the code wouldn't work. If I went with the pure edition or Net Zero, the phone was n additional $100 thus totally nulliying any savings using the cyber Monday promotion.

 

[ezzzzz]

So for those interested and maybe in same boat, my moto was supposed to be delivered on Dec 17 and was a no show. Called support and they didn't ship cuz the $20 battery pack I ordered was not in stock so they were holding the shipment. According to them on Thursday they received authorization from corporate to send the phone and will ship battery pack later. It is bull stuff! But they did give me $50 moto store credit. So if u have same problem call so u can get 50 bucks!

Update: so according to moto my phone is gonna ship out from Texas on Dec 24.


Posted via my Nexus 9

 

[cyndie1030]

I ordered on Dec 1 and still no phone. I've been told it's because of the earbuds in that order that are still out of stock. Then I'd like to know why, when placing the order, I was given a date of Dec 10 for the phone and Dec 23 for the earbuds and it explicitly said items would ship separately based on availability. Everyone is telling me it's been delayed because of the earbuds but no one will agree to just ship the darn phone. I don't even care about the earbuds and if they'd have told me when placing the order that I wouldn't get the phone until the earbuds were available, I'd have removed them from the order. But they can't cancel them now (which is also ridiculous) and apparently no one will just say "Send her the phone so she lets us alone." This has been a very bad ordering experience and I'd never tell any of my family and friends to go this route. In fact, I've been telling everyone I know the opposite...stay away from ordering on Motorola.

 

[benhaube]

Will be obsessively refreshing the FedEx tracking page today

For next time, just sign up for FedEx tracking updates.

 

[benhaube]

My Cyber Monday order shipped very quickly from Motorola. My only problems lied with FedEx dropping the package at the wrong address. I ended up getting the package the day after FedEx screwed up.

My order consisted of a customized Moto X and the turbo charger.

 

[ezzzzz]

My Cyber Monday order shipped very quickly from Motorola. My only problems lied with FedEx dropping the package at the wrong address. I ended up getting the package the day after FedEx screwed up.

My order consisted of a customized Moto X and the turbo charger.

u got lucky. if u order a accessory and they don't have in stock they sit on ur phone and wait for it to come in and then ship. which is fine, but they don't tell u that and they told me for 4 days straight "we are waiting for fed ex to pick up" then after my receive date passed then they told me the truth. they just flat out lied! the last person I spoke with said they r waiting for corporate to give the go ahead to ship separate. its a bunch of bull. then again moto customer service has always sucked. I ordered 2 cyber monday, the one without accessory cane in 5 days from China. the 2nd is coming from Texas with battery pack and has been 3 days after delivery estimate, and they said will ship next week. we will see

Posted via the Android Central App with my Moto X G1

 

[cyndie1030]

Well, I never got a "We Shipped It" email. My order status on Moto still says "Not Shipped". No notice from Fedex. But I just got a knock at my door and it was Fedex with a package and lo and behold, it was my phone!

Now I have to wait for my daughter to come visit because apparently I need three phones to activate it.

 

[Robisan]

What's hilarious and stupid about accessory delays holding up phone shipments because they're too cheap to pay for separate shipping is that they hand out $25 and $50 apology credits like candy. When I bought my first X'14 the Hulu bumper I wanted was out of stock, so I ordered just the phone and got it quickly. When the bumper came back in stock they wanted to charge for shipping. I called to complain since shipping was free w/phone purchase, hoping they'd waive the shipping charge. Instead they comped the entire Hulu bumper/shipping cost for my inconvenience.