Good evening all, I feel like venting about how I have been in the process of getting my Verizon Developer Edition Moto X replaced since May 28th. This started because my camera is no longer showing images, instead just a bunch of purple and maroon lines. Anyway, here goes.
May 28th - Contact customer support through online chat. Tell the agent that my camera is broken and that I have done a factory reset to try and fix it so she happily agrees to create an RMA to send me a new developer editon Moto X. I receive an email from the repair department stating that I will be sent a phone through their advanced exchange replacement program. I wait for an email with the shipping number as I was told that the phone may be a couple days to get in stock before it can be shipped out.
June 5th - After getting tired of waiting I again contact the customer support online and am told that my issue would need to be escalated to a different department and that I would hear back from someone within 24-48 hours. Okay...
June 9th - The weekend passes by so I decide to call first thing Monday morning to see what is going on. I get to talk to someone in the tier 2 part of the repair department to finally tells me that they do not and will not for quite some time have any phones available to send me through the repair department. They do however give me the option to order a brand new phone that will be shipped to be, and I can email my proof of purchase to be refunded the full amount upon receipt of my phone. I am told I will receive an email with the email address of where to sent the proof of purchase but it never shows up. I call back and someone is able to forward the email that was supposedly sent, however I find out after purchasing the phone that the email is sent from a no-reply address so I still am not guaranteed that if I purchase a new phone that it will actually be refunded. At this point it is past the hours of operation for that department so I have to wait til morning.
June 10th - Before I call the repair department I receive an email from Motorola stating that my order has been put on hold. I call the number in the email to talk to an upper tier person in their sales department. This guys name was Travis and he was absolutely outstanding to talk to. I am told that there are a number of reason the system could have refused my order but he wasn't sure and would look into it for me. I am told that the order would have to be approved by a different department after review. After checking to see if he could get a promo code so that my card wouldn't be charged didn't work, he toldme that he would try to research everything and give me a call back and let me know my options on how to continue the process. I get a call back later that day with a few options. The first being waiting to see if the department would reverse the stance on my order as they were in fact getting developer editions to send out within a couple days or could give me a promo code to build a 32 gig moto maker model. I wasn't sure what I wanted to do at the time so he told me he would give me a day to think it over.
June 11th - Travis calls me back first thing in the morning and I tell him that I really want to stick with the developer edition so he sends my information to the "approval" department to about getting my order approved. I am also offered a $50 accessory from their store for my trouble so I decide on the 3000 maH power pack (Non-motorola brand accessories are not included so no docks
) Anyway, at this point I am pretty happy with everything and I am told he would get back with me and let me know about my order approval.
June 12th - I receive an email from Travis stating that my order had been reversed, however the RMA from the repair center was being shipped out. He also states that the power pack is still on the way but since that is from his department that it is being shipped separately. Great!
June 13th - I receive the email regarding the tracking information for my phone that is to arrive on the 16th. No email regarding the power pack.
June 16th - My phone shows up for me to mess with at work!! I open it up and turn it on, only to look at the back and see that it is black (the developer edition is white). And it is only a 16 gig model. They sent me the completely wrong phone. So I call back and talk to someone in the same department as Travis (who is far less helpful and pushes me off to their "resolution" department). I now have my broken phone and the 16 gig black phone. After a long discussion I am told that someone would get in touch with me again in a few hours after figuring out all of the details, but I should send the 16 gig phone back with the shipping label that I was supposed to send my broken developer edition in. I agree. I also ask rather than the power pack, since it obviously hasn't shipped, if their was a promo code available to get someone around the same amount off of an LTE Moto G that I was thinking about purchasing for my daughter. She tells me that she can send me the promo code as well as still send the power pack. After getting off the phone I receive the promo code which is the wrong code and is for a discount on the Moto X and not the G and at this point have not heard anything back from the "resolution" department.
This is so frustrating because I get the impression that Moto is really trying to do things to keep me happy, however it seems they can't get out of their own way and keep screwing things up. I guess I will try to contact them again tomorrow morning. I have spent a lot of time on the phone with them at this point and it is getting tiresome. Anyone else have any issues like this?
Sorry for such along post. I feel better now
May 28th - Contact customer support through online chat. Tell the agent that my camera is broken and that I have done a factory reset to try and fix it so she happily agrees to create an RMA to send me a new developer editon Moto X. I receive an email from the repair department stating that I will be sent a phone through their advanced exchange replacement program. I wait for an email with the shipping number as I was told that the phone may be a couple days to get in stock before it can be shipped out.
June 5th - After getting tired of waiting I again contact the customer support online and am told that my issue would need to be escalated to a different department and that I would hear back from someone within 24-48 hours. Okay...
June 9th - The weekend passes by so I decide to call first thing Monday morning to see what is going on. I get to talk to someone in the tier 2 part of the repair department to finally tells me that they do not and will not for quite some time have any phones available to send me through the repair department. They do however give me the option to order a brand new phone that will be shipped to be, and I can email my proof of purchase to be refunded the full amount upon receipt of my phone. I am told I will receive an email with the email address of where to sent the proof of purchase but it never shows up. I call back and someone is able to forward the email that was supposedly sent, however I find out after purchasing the phone that the email is sent from a no-reply address so I still am not guaranteed that if I purchase a new phone that it will actually be refunded. At this point it is past the hours of operation for that department so I have to wait til morning.
June 10th - Before I call the repair department I receive an email from Motorola stating that my order has been put on hold. I call the number in the email to talk to an upper tier person in their sales department. This guys name was Travis and he was absolutely outstanding to talk to. I am told that there are a number of reason the system could have refused my order but he wasn't sure and would look into it for me. I am told that the order would have to be approved by a different department after review. After checking to see if he could get a promo code so that my card wouldn't be charged didn't work, he toldme that he would try to research everything and give me a call back and let me know my options on how to continue the process. I get a call back later that day with a few options. The first being waiting to see if the department would reverse the stance on my order as they were in fact getting developer editions to send out within a couple days or could give me a promo code to build a 32 gig moto maker model. I wasn't sure what I wanted to do at the time so he told me he would give me a day to think it over.
June 11th - Travis calls me back first thing in the morning and I tell him that I really want to stick with the developer edition so he sends my information to the "approval" department to about getting my order approved. I am also offered a $50 accessory from their store for my trouble so I decide on the 3000 maH power pack (Non-motorola brand accessories are not included so no docks
) Anyway, at this point I am pretty happy with everything and I am told he would get back with me and let me know about my order approval.June 12th - I receive an email from Travis stating that my order had been reversed, however the RMA from the repair center was being shipped out. He also states that the power pack is still on the way but since that is from his department that it is being shipped separately. Great!
June 13th - I receive the email regarding the tracking information for my phone that is to arrive on the 16th. No email regarding the power pack.
June 16th - My phone shows up for me to mess with at work!! I open it up and turn it on, only to look at the back and see that it is black (the developer edition is white). And it is only a 16 gig model. They sent me the completely wrong phone. So I call back and talk to someone in the same department as Travis (who is far less helpful and pushes me off to their "resolution" department). I now have my broken phone and the 16 gig black phone. After a long discussion I am told that someone would get in touch with me again in a few hours after figuring out all of the details, but I should send the 16 gig phone back with the shipping label that I was supposed to send my broken developer edition in. I agree. I also ask rather than the power pack, since it obviously hasn't shipped, if their was a promo code available to get someone around the same amount off of an LTE Moto G that I was thinking about purchasing for my daughter. She tells me that she can send me the promo code as well as still send the power pack. After getting off the phone I receive the promo code which is the wrong code and is for a discount on the Moto X and not the G and at this point have not heard anything back from the "resolution" department.
This is so frustrating because I get the impression that Moto is really trying to do things to keep me happy, however it seems they can't get out of their own way and keep screwing things up. I guess I will try to contact them again tomorrow morning. I have spent a lot of time on the phone with them at this point and it is getting tiresome. Anyone else have any issues like this?
Sorry for such along post. I feel better now
Facebook
Twitter
Instagram