isdaako
Well-known member
- Oct 26, 2010
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Motorola Customer Service: Moto Care and terrible service experience
- Thread starter Crazy Yankee
- Start date
isdaako
Well-known member
- Oct 26, 2010
- 1,026
- 6
- 0
Re: Moto Care and terrible service experience
I've gone to the Motorola Forums and searched for "terrible customer service" or just "customer service." The search resulted in a lengthy list. The most recent, February posts, have not been resolved. Where did you post your complaints and do they pull the posts that have been successfully dealt with?
I've gone to the Motorola Forums and searched for "terrible customer service" or just "customer service." The search resulted in a lengthy list. The most recent, February posts, have not been resolved. Where did you post your complaints and do they pull the posts that have been successfully dealt with?
Re: Moto Care and terrible service experience
I've seen nearly all 'issues' dealt with successfully once the RMA information has been escalated by a Moderator to one of the Moto emplyees (KariMoto is a superstar!), so try to find a thread with your type of problem and provide the RMA and request help politely ... done.
No posts are pulled, ever, even if the poster asks for it ... they can and will suspend your account when requested, but the new Forum platform will mean a new registration & log-in procedure so those that want to leave can just not Register there. All the existing threads/posts are to be migrated and we *all* hope it's a smooth process!
Future emails to those registered on the existing Forum should be arriving "Soon!", to use an all too familiar Moto term.
I've seen nearly all 'issues' dealt with successfully once the RMA information has been escalated by a Moderator to one of the Moto emplyees (KariMoto is a superstar!), so try to find a thread with your type of problem and provide the RMA and request help politely ... done.
No posts are pulled, ever, even if the poster asks for it ... they can and will suspend your account when requested, but the new Forum platform will mean a new registration & log-in procedure so those that want to leave can just not Register there. All the existing threads/posts are to be migrated and we *all* hope it's a smooth process!
Future emails to those registered on the existing Forum should be arriving "Soon!", to use an all too familiar Moto term.
Re: Moto Care and terrible service experience
I ended up having someone from their escalation team reach out to me and offer me a code for a new device.I already purchased a Galaxy S6 so I'm not sure if I'm going to use the new Moto when it arrives next week or not. Motorola really soured me with the experience I had. But, I do not like how "busy" the Galaxy is compared to the Moto X Pure Edition.
I ended up having someone from their escalation team reach out to me and offer me a code for a new device.I already purchased a Galaxy S6 so I'm not sure if I'm going to use the new Moto when it arrives next week or not. Motorola really soured me with the experience I had. But, I do not like how "busy" the Galaxy is compared to the Moto X Pure Edition.
Just say no to Motorola...buy something else
Been round and round with my device. I love the phone but the service is unacceptable. At this point, I really just want a refund so I can move on with my life.
Here is the history of my moto x pure.
9/7/15 - Purchased
9/18/15 - Delivered
Noticed it would some times click, but performed fine.
One morning in November, it made the clicking noise and then for the first time ever, it froze and rebooted itself.
It progressively got worse up through it now wont keep radio connections (bluetooth, wifi, 3g, 4g, etc.)
1/12/16 - Finally cant take using an unusable phone any longer and call only to get told to format the phone (for my pleasure, I suppose).
1/20/16 - Finally get around to wasting an entire evening reformatting the phone and putting all my stuff back knowing that a hardware issue that has been getting worse for months wont be resolved.
1/21/16 - Call back in and get an RMA number.
Get told I need a $250 hold placed on my credit card to get a replacement, which is bull crap, but whatever.
1/28/16 - Get replacement phone and power it up, only to find it is still locked to the previous users google account. Great...my expensive, couple months old phone, is being "repaired" by someone's previously used device. Genius customer service.
1/29/16 - Call back in about the mistake. Get told to send it back. Send it back.
2/1/16 - Email saying my hold on my credit card is going to be charged because I havent sent my device back. Call back again. Told not to worry about it. They know whats going on and are fixing it.
2/3/16 - Mistake device is received back by motorola.
2/7/16 - Credit card hold final notice email received. Told my hold is going to be charged.
2/15/16 - Email received stating credit card has been charged and to not return any devices.
All the while I have had to deal with a device the freezes and reboots itself randomly multiple times throughout the day and I have to use airplane mode toggling to get it to recognize wireless signals when it decides to just quit working.
Absolutely beyond frustrated and cant believe I have wore out twitter, facebook and the telephone and I still have nothing.
Been round and round with my device. I love the phone but the service is unacceptable. At this point, I really just want a refund so I can move on with my life.
Here is the history of my moto x pure.
9/7/15 - Purchased
9/18/15 - Delivered
Noticed it would some times click, but performed fine.
One morning in November, it made the clicking noise and then for the first time ever, it froze and rebooted itself.
It progressively got worse up through it now wont keep radio connections (bluetooth, wifi, 3g, 4g, etc.)
1/12/16 - Finally cant take using an unusable phone any longer and call only to get told to format the phone (for my pleasure, I suppose).
1/20/16 - Finally get around to wasting an entire evening reformatting the phone and putting all my stuff back knowing that a hardware issue that has been getting worse for months wont be resolved.
1/21/16 - Call back in and get an RMA number.
Get told I need a $250 hold placed on my credit card to get a replacement, which is bull crap, but whatever.
1/28/16 - Get replacement phone and power it up, only to find it is still locked to the previous users google account. Great...my expensive, couple months old phone, is being "repaired" by someone's previously used device. Genius customer service.
1/29/16 - Call back in about the mistake. Get told to send it back. Send it back.
2/1/16 - Email saying my hold on my credit card is going to be charged because I havent sent my device back. Call back again. Told not to worry about it. They know whats going on and are fixing it.
2/3/16 - Mistake device is received back by motorola.
2/7/16 - Credit card hold final notice email received. Told my hold is going to be charged.
2/15/16 - Email received stating credit card has been charged and to not return any devices.
All the while I have had to deal with a device the freezes and reboots itself randomly multiple times throughout the day and I have to use airplane mode toggling to get it to recognize wireless signals when it decides to just quit working.
Absolutely beyond frustrated and cant believe I have wore out twitter, facebook and the telephone and I still have nothing.
Re: Just say no to Motorola...buy something else
Updates:
2/17/16 - Contacted by Motorola via the motorola support forums. Told my case is being looked into.
2/17/16 - Advance Exchange charge of $270 charged to my credit card.
2/17/16 - Contacted by motorola and asked to send back my original device. No replacement device provided. Apparently they want me to be phoneless.
2/17/16 - Told it is being escalated
2/19/16 - Reply back stating I have not seen or heard anything.
2/19/16 - Told they are still working on my case.
2/24/16 - Told they are still working on my case and there is a system error preventing the process.
2/24/16 - Receive automated email about a repair and return RMA (not the Advance exchange I originally requested).
2/25/16 - Reexplain the situation and why this is unacceptable, esp with my credit card being charged $270 for nothing.
2/25/16 - Told that the $270 charge to my card is my fault for not returning my original, broken device back within 5-6 days of them showing I received the locked replacement device they provided me that I already sent back. Also told that they wont credit this until I send back my original device now, and that once again I am supposed to be without a device and waiting on them.
We're almost at 6 weeks now.
Cliffs:
I still have my original broken device. I have been charged $270 for absolutely nothing.
Updates:
2/17/16 - Contacted by Motorola via the motorola support forums. Told my case is being looked into.
2/17/16 - Advance Exchange charge of $270 charged to my credit card.
2/17/16 - Contacted by motorola and asked to send back my original device. No replacement device provided. Apparently they want me to be phoneless.
2/17/16 - Told it is being escalated
2/19/16 - Reply back stating I have not seen or heard anything.
2/19/16 - Told they are still working on my case.
2/24/16 - Told they are still working on my case and there is a system error preventing the process.
2/24/16 - Receive automated email about a repair and return RMA (not the Advance exchange I originally requested).
2/25/16 - Reexplain the situation and why this is unacceptable, esp with my credit card being charged $270 for nothing.
2/25/16 - Told that the $270 charge to my card is my fault for not returning my original, broken device back within 5-6 days of them showing I received the locked replacement device they provided me that I already sent back. Also told that they wont credit this until I send back my original device now, and that once again I am supposed to be without a device and waiting on them.
We're almost at 6 weeks now.
Cliffs:
I still have my original broken device. I have been charged $270 for absolutely nothing.
Re: Just say no to Motorola...buy something else
Dispute the charge. Do you have tracking showing the locked device was returned? If yes, contact your CC provider and dispute it.
I have read quite a few horror stories with Moto CS. I thought Lenovo would be better since my company uses ThinkPads and we get great service for them. I dont know what the percentage is of bad issues vs. people who have had good luck though. People that have smooth sailing dont post.
I am hopeful my Pure never needs service...
Dispute the charge. Do you have tracking showing the locked device was returned? If yes, contact your CC provider and dispute it.
I have read quite a few horror stories with Moto CS. I thought Lenovo would be better since my company uses ThinkPads and we get great service for them. I dont know what the percentage is of bad issues vs. people who have had good luck though. People that have smooth sailing dont post.
I am hopeful my Pure never needs service...
Motorola failed... I need help.
A few month back after the 6.0 updated i posted a thread about the bluetooth disappearing. Motorola asked me to do a master reset which didn't work. I did about 3 or 4 before i sent it to them.
All motorola did was do a master reset and then sent it back. It didn't work, like when i preformed them. So Motorola asked me to send it back again.
I sent it back and motorola received it on Feb 11. Motorola sent me an email with a serial number, an RMA number and a link to track the progress. Neither the serial number or the RMA can be tracked in the link.
I have called several times over the past few weeks to get an update and motorola keeps saying, i'll get an email in 24 hours, which never comes. I feel they lost my phone or just aren't doing they're job.
WHAT CAN I DO?
A few month back after the 6.0 updated i posted a thread about the bluetooth disappearing. Motorola asked me to do a master reset which didn't work. I did about 3 or 4 before i sent it to them.
All motorola did was do a master reset and then sent it back. It didn't work, like when i preformed them. So Motorola asked me to send it back again.
I sent it back and motorola received it on Feb 11. Motorola sent me an email with a serial number, an RMA number and a link to track the progress. Neither the serial number or the RMA can be tracked in the link.
I have called several times over the past few weeks to get an update and motorola keeps saying, i'll get an email in 24 hours, which never comes. I feel they lost my phone or just aren't doing they're job.
WHAT CAN I DO?
- Dec 4, 2012
- 35,592
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Re: Motorola failed... I need help.
I think the first thing I would do is contact the BBB. They may be able to tell you what your next step is.
I think the first thing I would do is contact the BBB. They may be able to tell you what your next step is.
isdaako
Well-known member
- Oct 26, 2010
- 1,026
- 6
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Re: Motorola failed... I need help.
Welcome to the club.
http://forums.androidcentral.com/moto-x-pure-edition/621484-motorola-customer-service-moto-care-terrible-service-experience.html
Welcome to the club.
http://forums.androidcentral.com/moto-x-pure-edition/621484-motorola-customer-service-moto-care-terrible-service-experience.html
Re: Motorola failed... I need help.
Post your problem in the official Motorola Forums for the X Pure and make it known you are not happy. There are a couple of reps that lurk in that forum and are good at solving these types of problems. Many users have had issues resolved through the official Motorola Forums. I believe the forums may have recently moved due to Lenovo buying Motorola as I recall getting an e-mail about but I haven't been over there in a while.
Post your problem in the official Motorola Forums for the X Pure and make it known you are not happy. There are a couple of reps that lurk in that forum and are good at solving these types of problems. Many users have had issues resolved through the official Motorola Forums. I believe the forums may have recently moved due to Lenovo buying Motorola as I recall getting an e-mail about but I haven't been over there in a while.
Wow thanks. I had no idea, it would be this bad. I was prepared for a battle, but didn't think it would be this bad. I'll try the forums to see if I can get anywhere.
ghostkilla1388
Well-known member
- Aug 2, 2010
- 197
- 2
- 0
Anyone know if I but the pure from bestbuy can I sign up for the moto 2 year plan or get the bestbuy geek squad plan?
uh60james
Well-known member
- May 16, 2010
- 485
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You can add Moto Care within 30 days of purchase from an authorized retailer. You might want to check out Square Trade, the deductible is higher but you won't be without a phone for a month like some people in this thread. Geek Squad is good but overpriced, after you buy the plan and pay the $150 deductible you've almost paid for a whole new Moto X.
For people who need to wipe the phone, use recovery mode. ImTurningViolet, only people who want to pay a fortune for crap will get an Apple product. That company has ruined apples (the fruit) for me. I guess I won't be getting motorola.
This thread is making me seriously consider just getting a S7 edge and dumping my Moto X pure. I thought getting Motocare was worth something. 
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