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I ordered a replacement AT&T Nexus One on Monday 6/7 at 8:00 am.
I received no confirmation email, just one stating that my card had to be authorized, etc. The funds ($529) almost immediately went on hold from my account. I called immediately following the order, stating that I hadn't received a confirmation for the new device/shipping label for the defective device. She said "We're about to switch over our system, so I'll push it through manually. You should receive your Device and shipping label within 24 Hours". Great, I said.
This morning, I woke up and still nothing. No shipping label. I called again. Spoke to a different HTC rep. I told her I hadn't received the confirmation etc. She said the funds were awaiting authorization. I explained that they had been authorized, just not updated on there end. She checked and saw that, talked to a supervisor, and "pushed the order through". I should be "receiving the shipping label within 2-3 hours and the device within 24". Great, I said.
3 hours later, no shipping label. I called again. This time, I talked to a seemingly more savvy rep. He told me the same, the funds were awaiting authorization. I explained that this was the third time I was calling about this. He placed me on hold for a few minutes, came back on the line and said, once again, "I've pushed it through". I told him that the last two reps said the same, to no avail. He kindly placed me on hold again. When he came back, he said "I've given the order priority and escalated the situation. You should receive your device within the next 24 hours".
I REALLY wanted to believe him. I couldn't.
3 hours later, I called back and spoke with another rep. This gentleman was clearly a smart guy who had it together. I told him the situation. He reviewed the action taken by the last three reps and said "I just dealt with this same type of situation on my previous call". The real story came out.
Apparently, HTC/Google screwed the pooch.
They've "switched over to a new system", meaning everyone who purchased seemingly within the last week has been left in "Order Limbo". That's right folks, HTC has my money and my phone. Not only did they neglect to warn customers that they were making this switch, they also didn't notify their CSRs (customer service reps). This man actually called the texas corporate office to get to the bottom of the situation. He was extremely kind and helpful. He had told me about the previous customer who had ordered and not received. He was headed to Kuwait with the army. I told him my situation wasn't quite as dire, as I was just using an old, broken G1/Dream in the meantime. He snidely remarked "that sounds worse than Kuwait to me". I chuckled, but wanted to move on to the bad news.
He said it is totally out of his hands, he'll make the notes on my account. He explained that several orders were placed in this 'Limbo" period. They are apparently stuck in the "awaiting authorization" phase of the process. The must be MANUALLY PROCESSED by the Texas corporate office. He said they're begrudgingly giving him "24 hours or bust" till shipment. That means that not only will my $529 Nexus One not be delivered next day, it won't be delivered the next day, or the next day, or maybe even the next.
HTC, Google, I love you. Please don't screw this up any more. Please provide some sort of fix for the faithful customers. Your product rocks. Your service reps are extremely kind and attentive. Your system is, apparently, a mess right now.
I should not suffer because you have made the mistake of switching over your "system" and fudging dozens of orders.
My final rep said, jokingly, "No good thing comes without pain". I said, "I thought the $529 was the pain".
Please, HTC/Google, fix this, get me my phone, and then do something else on top of it to make me happy. This is to the point of frustration.
Figured this might clear things up for anyone experiencing the same. We can cry together.
Uh dude...they said to give them 24 hours. You gave them three after each call. At least you didn't get a defective phone after a long wait like I did. I'm down 1124 for the nexus one until htc processes the return of my defective one.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
Anyways, just wanted to give you some perspective on your situation. Good luck. Hope you enjoy the phone whenever you get it.
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Sent via the XDA Tapatalk App
You should call your bank to let them know that you're buying the phone and how much the total charge will be so they don't hold it up. Also, don't freak out so much. This happened to a lot of us, myself included, when the phone was released.
needmoregigs said:
Uh dude...they said to give them 24 hours. You gave them three after each call.
I know you are anxious to get your hands on the phone, but you must understand that nothing in this world runs smoothly 100% of the time.
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They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
chordmasta said:
They said I wold receive a shipping confirmation after 3 hours on two occasions. That's why I called back. Only on the last call did I get actual, factual, accurate info.
I can't believe you guys are just like "whatever". I get that in the scheme of things, it's just a phone, but it's a $529 investment. I'm paying for a premium product - I expect premium service at every level.
The thing that really bothers me is that I wasn't notified in advance, ie. "We are undergoing system maintenance and orders are subject to delays". I was told next-day. I expect next-day. I work in social media. My phone is one of my greatest tools. My first Nexus has "Bad RAM", that's why I'm having the replacement unit sent out. I think I have a bit of a right to be upset at this point.
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If you're having a replacement sent out, why did you have to order a new one?
I chose the "We'll hold $529 from your account, send a new unit, you send the old, we diagnose and charge whatever, subtract that from the $529, and release the rest" method because I was told I'd get it a phone the quickest this way (within 24 hours). It's now been 52 hours and I just received the shipping label for my unit that needs repair. I was supposed to receive that within 24 hours as well.
Do you understand why this is all very frustrating? Communication has been 100% initiated by me, I have not been kept up to date, and only one rep has been transparent with me. Meanwhile, I'm Nexus-less.
deleted , move along
TLTR !!!!!
I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
When I brought it in to Sprint to activate they let me add insurance and told me that I'd still be covered under warranty for a year. I would be steamed if I was in your shoes too.
Thankfully I have a HW revision 0003 and my EVO hasn't yet to display any of the known issues.
http://www.engadget.com/2010/06/13/htc-evo-suffering-from-glass-separation-issues/
Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.
I mean you guys have any suggestions for me at this point? I know its just a phone and all but damn. i posted this on sprint forums, androidforums.com,xda, ppcgeeks, and of course my phone calls and visits to the repair center at MACOM
You bought the $7 plan for this very reason-- a more-than-likely behaviorally caused ding. (yes I read your post, but look at this from someone else's point of view. You had/used the phone how long before you saw this?)
Pony up the deductable and get a new phone. You realize you're costing yourself way more than $100 in grief and wasted time?
Lastly, just in case this is a defect and a recall is issued, keep your documentation on your calls to CS, claim filed, and out of pocket money. At that point you should be able to recoup your deductible among other things.
illogic6 said:
Just a short while ago I worked as a CSR for AT&T. Your friend got really lucky because 99.9% of the time a broken iPhone, even with a known issue, means you're SOL. In my experience, Sprint is much more flexible.
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Sure, bro. Sure.
00_MACKIE_00 said:
Ok, this is going to be a long post, full of detailed information regarding my purchase of an Evo. I will be posting this on every forum I am a member of and there are alot that I post on.
A buddy of mine contacted me to tell me he had bought an Evo on launch day from Best Buy. He activated it on 6/6/2010 from a Best Buy in Kentucky. He was told " The Evo has push to talk". Well he later found out that it did not in fact have push to talk and he needed that feature for his Sprint business account. He was outside his 30 day "happiness" window so he had to buy a different phone. He decided to put his Evo on Ebay and sell it to try and get some of his money back for his Evo purchase. He let me know he listed it on Ebay and provided me a link to it. I ended up winning the auction on 8/15/2010. I received the phone on 8/21 and received original box, original everything. Even had a cover. Phone looked and smelled BRAND new. I quickly called Sprint to activate it and within 10 min I was sporting my new Evo. Added my insurance/repair $7 dollar fee like I do with all my phones.
All was fine until 9/5/2010, I noticed on the bottom left of the screen over the home button, the screen appears lifted and a little dust had gotten under it. Ok no big deal to me at this point. I do keep my phones in mint condition but I was just going to monitor this situation. 13 days later is when I called Sprint asking for an explanation. I called the customer service line and explained the situation with the phone. They immediately started blaming me for it. I guess maybe they thought I used a screwdriver and lifted the screen, who knows. The girl told me she was in Charlotte, NC and that she had never heard of a screen separating from the adhesive and to go to the repair center.
On 9/17/2010, I went to MACOM here in Florida. A nice gentleman greeted me at the repair window and asked how he could help me. I said well I called customer service and explained to them that the phone screen seemed to be coming up and to pay you a visit so you could investigate. 4 screws later my Evo was in several pieces and then put back together. He asked me where I got the phone so I told him. He looked up my account and said "you’re inside your 30 day window according to the calendar here and you should go home and call customer service back". I told him I had no intention of being given a brand new phone. To me , that would be dishonest and I live by being honest and I teach my kids to be honest to people regardless of the situation. He handed me his business card, said call Sprint and call me back if you have problems. Seems he was trying to push me into a brand new Evo. I lay no blame on this guy; he was trying to do the right thing. He told me he could have it replaced but it would be a refurbished phone which I am ok with.
I arrive home on 9/17 from MACOM and about 7pm I start making some phone calls. I have been upfront with Sprint about the terms of my purchase. The first lady I spoke to said she understood my issue and that she would get someone on the phone to help me after we talked 10 minutes or so. She asked if I minded being put on hold and I said absolutely not. I waited for about 7 or 8 minutes or so and another lady got on the phone from a different department. I had a really hard time understanding what her name was, who she was with, etc etc due to the heavy accent. From what I could understand, she was from advanced exchange it sounded like. She asked for my telephone #, verified my pin and all that good stuff and asks me the reason for the call. I then had to go into the WHOLE story again. 10 minutes later she asked me where I bought the phone. I said I bought it off Ebay from a SPRINT customer, not some random power seller. She then told me well there is nothing she could do and that was there anything else she could do for me. I said I guess not and told her to have a lovely weekend. She then said I could always file a claim with Assurion and pay a $100 deductible for this obvious defect.
After speaking to my wife, I felt I needed to call back. Around 8:30pm or so I called back to customer service and once again explained the situation. I asked her over and over to tell me if I had done something wrong, or this was somehow my fault. She completely denied any knowledge of a screen separation issue and proceeded to tell me she was going to talk to her supervisor about it and placed me on hold. She came back on the line in short time and asked if it would be ok if I received a call back. I said ok and told the lady to have a nice evening. About 45 minutes or so later my phone rings. I go to answer it using the slider and because my screen is acting funny due to part of it being lifted, somehow the call was dropped and she left a voicemail and her name and phone number. I immediately called back off my house phone and received her voicemail. I left a message and asked that she call me right away. I have not received another phone call.
Remembering the conversation with MACOM, I woke up on 9/18, loaded up the kids and drove on over. The same gentleman was there again. He remembered me from the night before. I told him I had called customer service and had gotten nowhere. The tune quickly changed from ordering a refurbished phone to having to call his district manager but however the district manager was off and on his motorcycle for the day and it would be evening before he could have a chance to talk to him and it would be next week before he could get back to me. He was very nice and polite and told me to have a good rest of the weekend and he would get in touch with me.
Now that I have laid out the facts, I am now going to state my opinion on this. First off, Sprint denying the screen separation is a joke within itself. Searching on Google using the search criteria "evo screen separation" shows 6,700,00 results found. How could people not know about it that work for Sprint? The repair guy at MACOM had heard about it, but nobody else? How is that even possible? My next complaint is about the way I purchased it. If I was not tempted by all the Sprint commercials about the EVO and not being able to actually find one in Florida, I would not have had to go buy one of Ebay. I bought it from a valid Sprint customer not some guy on Ebay looking to make a few bucks. Sprint still should honor my purchase and either fix my phone or give me one that works, isn't that what I pay the TEP for?. I guess anyone who is buying either a barely used or brand new phone off Ebay should just stop doing it now before you run into a situation like what I am dealing with. I am a premier customer with Sprint; I have 3 lines as well so I consider myself an important customer. Plus it helps in the years I have had service, I have never missed a payment, been late, or anything. Sprint should not allow you to buy a phone from anywhere and activate it successfully if they do not want to honor an obvious manufacturing defect. This will not cost any money for Sprint to replace my phone because I am sure it would be sent back to HTC as a defect. I am not editing this post until there is a resolution so that the public sees what I have had to deal with. Once Sprint provides a resolution, I will then have this post removed and I will once again be a happy Sprint customer.
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I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.
illogic6 said:
I read it. Sorry to hear about your EVO man.
I got my EVO through Craigslist new in box because all the Sprint stores in my area who had them in stock wouldn't sell them to people not adding a new line of service. (Which is another story in and of itself)
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That is actually illegal, they have to sell it to you, I actually did the same and had to mention that it is illegal to not sell it, after mentioning that they budged and sold it to me.
Back on your situation with your EVO, I would recommend posting on consumerist as that is more their territory. They have the phone numbers for executive customer support also, they WILL fix your issue ASAP. http://consumerist.com/2007/05/sprint-sets-up-consumerist-reader-executive-customer-service-hotline.html
tbh, I feel no simpathy since you being "honest" has nothing to do with the situation. You didn't steal the phone, the phone was defective therefore it's not like you were doing anything wrong. You should of returned it and gotten a replacement. There's been hundreds if not thousands of people that have done the same with the screen lifting issue.
Also if you didn't know before, google is based on keywords, it doesn't take the phrase and search for it. About 5million of those results were for the word "evo", other million were for "screen", and so on. Out of those results, only about 20-30 were for the evo issue. I've been doing SEO for a long time, so when it comes to google I know what I'm talking about.
Also sprint doesn't care if you took it apart, or if it came apart by itself, because they will tell you in the end to return it because of the issue. They know people do it, and it's perfectly okay, since you're not "cheating" anyone. The 30 day thing is made for a reason, it's not made for you to screw them over. Also the insurance that you put on the phone is made for a reason.
Either you're not telling the whole story, or you were too ignorant to return the phone.
Btw, side note for you. Check out the app TiKL for push to talk on your EVO.
sent from VooDooPhone
As a Sprint retention supersvisor, let me ask you something which I would have asked you if you were on my call. What makes you think SPRINT is responsible for a phone your purchased from somebody on Ebay wether it be a Sprint customer or not? You are LUCKY they even allow you to use TEP on a phone that was not purchased from them. Now, here's what we can do, make a claim, pay the $100 and have it replaced or go back to the store and speak with the idiot that told you to call in.
Let me put it in perspective for you, when your car breaks you take it to the mechanic right? You don't just call Ford and they fix it over the phone or send you out a new truck to your home. There is NOTHING someone over the phone can do, the repair center has to do it all, granted most the time they send you something over the phone or break policy it's to shut the customer up and get rid of them. The store has to fix it, if they can't fix it, make a claim for you through the warranty or asurion. I really don't understand why this is so hard to understand. And please don't take this the wrong way it is not an attack on you personally, but it is definitely an attack on what should be common sense.
6ixtynin9 said:
I've had better luck. I was once placed in this exact situation. Brought my phone into Sprint to have it repair the lifting of screen. In-house techs repaired it, no questions asked (or blaming). One hour later, they called me back and issued me a new one, as their investigation determines hardware version 0002 was a manufature defect. Perhaps it's all based on locations, reps, your attitude towards them, etc. Where I'm from everyone one's laid back, reps are always friendly and don't really have to put up with too much of people's ****, because non really gives them **** to begin with. They even accept rooted phones too, where as I read that many other users have to unroot before bringing their phone into Sprint for replacement/repair.
If you don't mind paying a deductable ($100 max), call into customer service and request a replacement.
And to the dude who was previously on AT&T with iPhone, sure buddy. SURRRREEE. If you EVER had service with them, you of all people should know that AT&T & Apple will put you through hell. I should know, that's why I dropped AT&T & the iPhone 2G.
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That is what he said, with AT&T you're **** out of luck
So my screen problems that I posted about over in Q&A finally got so bad that something had to be done. I stopped in Best Buy and they told me "Sprint Store - sorry..." - but yesterday was Sunday and the Sprint Store wasn't open. I'm leaving for Orlando Wednesday and too busy to travel an hour from home to go to one this week, so I decided to call in to Sprint.
The rep that I got on the phone told me I had to go to a Sprint store OR call HTC so they could deal with the warranty issues - Sprint only works a 30 day warranty, anything after that has to be dealt with by HTC. Umm, really? First time I've heard of that. What about TEP? Sure, I'll transfer you, they can take your hundred bucks, and send you a new one. Told her that the hundred bucks was less than it would cost me to take off work and travel to a Sprint store, but it was still a crappy way to treat customers. She coolly informed me that those were my only options, then asked if I wanted to speak to her supervisor. I initially didn't, because I figured the supervisor was reading the same script. She then had the nerve to ask me to rate her high on the customer service survey and tell them that she had resolved my issue, at which point I informed her that she had done NOTHING to resolve my issue. She immediately put a supervisor on.
John, the supervisor immediately told me that he would transfer me over to technical support and they would ship me a phone overnight. He did, and after describing my issues, they had no problems doing it. My new Evo should arrive just in time to get charged up and taken to Disney World.
Moral of the story - don't take no for an answer with Sprint's front line customer service.
i almost had a very similar story almost the same but i had to do it for my mother cuz they were feeding her all this junk i finally got to a floor supervisor and had a new phone on the way, and the first guy i talked to tried to tell me about the 30 day junk and i told him that my mom runs her business of her phone and he wanted me/my mom to go 5 days without a phone... but after i was off with the supervisor i had one coming the next day, which made me feel great.... 3 days later i asked my mom if she had got the new phone and she said no... we called sprint and fedex and they said we had signed for it and it was at my house,,,, so finally after hours on the phone a lady shows up on my front door with a package that was the phone... the dropped it off 3 blocks away and if the nice lady didnt want to return it we would have been screwed.. so she gave us the phone and of course it wasnt anyones fault at fedex when they always ask for a signature and for some reason they said this package didn't need one... just make sure u have tracking number and document who and when you talked to the people at sprint....
It's all good now - UPS delivered it this morning, I rooted it and installed Myn's Warm Two Point Two at lunch, and I'm right back to my normal happy EVO existence - just in time to take my family to Disney World tomorrow!
A majority of the people working at Sprint are a bunch of retards. I work for AT&T so I know all the lingo and I laugh at the stupid things that come out of their mouth that they expect me to believe.
Any time I've hade issues with any of my phones on my plan their first response is "You have insurance, we'll use that to get you a replacement." I'm sorry that is NOT ok. When the issue is a known flaw it should be replaced w/o having to pay for it. Now if it's my fault then fine.
gqstatus0685 said:
A majority of the people working at Sprint are a bunch of retards. I work for AT&T so I know all the lingo and I laugh at the stupid things that come out of their mouth that they expect me to believe.
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Funny that they probably do the same with [insert carrier name here] too.
Sent From My HTC EVO 4g
Corporate Sprint stores are open on Sunday. You were probably dealing with a third party.
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Full story:
I'm a huge fan of Motorola phones. My first cell phone after High School was an old school Razr, and outside of a brief dalliance with a BlackBerry Storm (my first smartphone), every other phone I've had was made by Motorola. I got a Droid X soon after release in 2010, loved it, and replaced it 2.5 years later when it was showing it's age by getting a Razr Maxx HD on release day. Totally happy with the Razr Maxx HD... until it accidentally fell out of my pocket onto a rock in a parking lot and cracked the screen. Phone was totally functional still, including all portions of the touchscreen, but it had spiderweb cracks on it so I figured I'd get it fixed.
I was excited to see Motorola offers repair services for things not covered by the warranty. motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/91148/p/30%2C6720%2C8579/kw/ said it would only be $100 and they can do the lens replacement in (at MOST) 5 business days. It's such a routine repair that they had a separate price set up explicitly for it. So on Friday 04/19, I open a case, give them my credit card details, get an RMA number, and ship it via USPS the same day. I pay a few dollars extra to guarantee it gets there by Monday (4/21) morning (and to get tracking), figuring it should be repaired by that Friday (04/26) and I'd have it soon after that. Meanwhile, I reactive the almost 3 year old Droid X.
Then the problems start.
Monday, 04/22, USPS tracking confirms that the phone is received at 9:50am. I get an email from Motorola reminding me to send it in at 2:50pm, 5 hrs later. I figured it hadn't been processed yet. Tuesday (04/23) afternoon, I manage to check the status of my repair (with difficulty) at their website, and it shows it hasn't been received yet. Their website ( globalrepairtools.motorola.com/serviceandrepair/device/index/en-us/trackrepair/ ) has a LOT of problems, working extremely inconsistently, hanging in multiple browsers and sometimes even putting me through and showing me the status of a repair COMPLETELY unrelated to mine (even though I made sure to copy/paste my own RMA number). Wednesday (04/24), it still showed that my phone hadn't been received, so I called Motorola support (for the first time). After checked the tracking details, the representative confirmed it had been received, but had not yet been logged into the system, and said that the original 5 business day timeline was still likely going to happen. Friday (04/26), still no progress.
Monday 04/29, I call back, they note that according to their system the phone was received on 04/27, five days after it had been delivered, and that the 5 business day cycle actually only starts after it's logged into their system. I was assured that because they had records of talking to me on 04/23 and the phone had already been received then, they'd expedite the repair and I'd hear from them soon after with a tracking number for the shipment. Fast forward a couple of days with the same story (promise of an expedited shipment), on 05/03 I call back again and get told that, Lo and Behold, they were having some further "technical difficulties" at their repair facility but the phone should 100% be done by 05/08 (13 business days and 17 calendars days after it was initially received by Motorola), and I'd get expedited shipping from there. They said they'd send me a bluetooth headset for my trouble (something I don't particularly need). I emailed in a complaint to Motorola at this point, and whoever responded to the email simply said "I could see here that you already spoke with one of our agents from our Repair Team. They assured you that you will get your phone by May 08. We'll just have to take their word for it. I'm sure that they will expedite the repair from here. Our system is doing some updates that is why this happened."
Fine. 05/08 rolls around and I still haven't gotten any details... So I call back, pretty early that morning. They tell me (AGAIN!) that they had some problems at the repair facility and now have no ETA whatsoever when my phone might be done (they don't have any idea what's going on with it. My personal theory is they lost it), but they can send me a replacement Razr Maxx HD. I was OK with that option, but the rep says it will take 3-5 business days until I have the device, though he said it was more likely to be 3 than 5. That puts us at 05/15, right around when I had my family coming in for some big personal events, and I didn't want to be dealing with this then (and I wanted a phone with a functioning camera, while the one on my Droid X was broken).
05/10, I get an email that the order for my replacement Maxx HD was being processed. There was no tracking information in that email, though it did say there would be tracking information forthcoming. Now, for the bluetooth headset they mailed me the previous week, I got the email with the tracking # two days after the headset arrived, so I figured this would be a similar story so I should call in for a tracking # (so I could be home to meet the device when it arrived). Monday 05/13, call and there's no details. Still haven't received any email by Tuesday morning, 05/14 (4-5 business days after my conversation early on 05/08, depending on how you count it), so I call again to see if I could get a tracking number, and actually get a representative who says the phone is in a box at the warehouse ready to be picked up by FedEx. They say a tracking number would only be generated once it was picked up (which sounded strange to me). I call again near the end of business on Tuesday and get much the same story, where a second representative gives me the same story about it being in a box.
05/15 (5-6 business days after the replacement was ordered, 18 business days after Motorola received my original phone for repairs). The representative I get this time says there was some kind of mistake the previous day because of technical difficulties at the distribution warehouse and my order was in a status called "booking", but should be shipped within the next few days. I will admit I got angry at this point, but the agent assured me he had contacted the warehouse and it would only be a day or two till they got through the back orders. Note that at this point, they set some kind of flag so every time I call I start out at level 2 support. Which would be fine, except level 2 support has a minimum of a 35 minute hold time throughout the day, so I'd already practically memorized the entirety of Motorola's hold messages. The representative promises to call me back that day no matter what he hears from the warehouse people to give me an update. No call was ever received.
05/16 (25 calendar days after Motorola received my phone): I call again, get told that the phone was through "booking", was actually "picked", and was in a box and ready to be shipped that day. I call in between spending time with my family (who I see rarely) and different events I have to go to. I ask whether they actually talked to someone at the warehouse and got a confirmation that it would be shipped. That representative says she doesn't have any contact information for the distributor against an email address (say what?) but she'd be happy to send them (yet another!) email. She offers to escalate me to their "executive support", but it's already 4pm so they've gone home. I get a promise I'll get called back the next day.
05/17 AM: I call again, get told that it was still "picked", but would DEFINITELY ship that day. I ask if anyone has heard from the warehouse, the answer is no. I inquire as to possible Saturday delivery because it's getting dangerously close to when I'm actually leaving the state/country on a trip that I will need a phone for (because I've paid for a micro-SD card that I'll use abroad and it's my only planned way to keep in touch with my responsibilities back home), and get told by the representative it's probably not possible but I'll definitely get a call back later that day. I have some events planned that evening where I can't touch my phone, so he says he'll leave a VM or an email with details of any updates.
05/17 PM: I get a call from Motorola somewhere around 6pm and they leave a voice mail saying they saw I talked to someone that day already so they don't have anything to add. (say what?) Then I get an email from Motorola that has one word in the subject (HOTDELAY), and it basically says "please call us" and a different number than the one I'd been calling. So I call that number as soon as I'm able, get through to a supervisor for the repair team. Oh my, apparently the distributers warehouse was having further technical difficulties! Amazingly, that phone that I had been assured four (or was it five?) separate times would be shipping "that day" all week, wasn't actually in stock! They won't be able to ship me a phone until late June at the earliest. Needless to say, I flip out, saying that's completely unacceptable. So the supervisor says she'll call corporate and get back to me on Monday (05/20), since they'd already gone home and wouldn't be in on the weekend. She promises she'd call me by 1pm on Monday.
05/20 early PM: Wow. Supervisor actually manages to call me back around 1230pm and gives me the offer that Motorola will give me a Droid 2 as a loaner phone until they get the Razr Maxx HD back in stock. That's right. Not a Droid 4. Or a Droid 3. Or a Droid 2 Global. But the phone that is FOUR MODELS out of date and as old as my Droid X. Needless to say, I tell her that that is not an acceptable option, and the only thing that I'd accept at this point is for Motorola to reimburse me in full for the cost of a phone. She says she'd look into it.
05/20 later PM: I get a call back from the supervisor. Corporate has agreed to reimburse me for a phone. Hallelujah! I ask a few questions. It goes like this: "Will they reimburse me for the full value of the phone?" "Yes." "Will I be reimbursed all taxes and fees?" "Yes, of course, we will reimburse you all taxes". I should have gotten details of all this in writing, but I didn't think of it. I almost cry from joy to finally get this resolved. I go to Best Buy (because they don't have a charge to return phones and at this point, I'm skeptical until the check is sent) buy a phone for full price (because I obviously don't have an upgrade available for myself yet), fax them the receipt with my case number, name, and address written on it, and move on my merry way. I figure I'll call them later the next day to make sure the fax was received and the reimbursement is being processed. I was so excited because I was leaving for my multi state/country traveling on 05/22, and I was relieved to get this huge monkey off my back.
05/21 (the 1 month "anniversary" of Motorola receiving my phone): I get a phone call back from supervisor lady. She is incredulous that I somehow thought they'd reimburse me for a brand new full priced device. Apparently she meant they'd only reimburse me for the purchase price of the original device, so they want my receipt back from October and will only reimburse me for $250 (and for none of the VZW subsidy that I got by signing a new 2 year contract). I can only respond that I never agreed to such an absurd deal and that there is absolutely no way I'd accept 1/3 of the value of the phone that I sent in to be repaired as reimbursement. She says that's the maximum they'd consider reimbursing me, and that me buying a replacement phone myself was my own problem and that I should return it. I request to speak to her supervisor and eventually get forwarded to their corporate consumer advocacy office. Talk to someone from consumer advocacy who says they'd look in to see what they could do for me and we'd talk again later that afternoon.
05/21 PM: Individual from consumer advocacy calls me back. Says there is no way anyone would ever agree to reimburse me the full value of a replacement device, just the subsidized price I paid once. He acknowledges that the device is valued at much higher than that and that I only got that price through a subsidy I (for all intents and purposes) pay back through the contract I'm still liable for, but he says that is irrelevant for their purposes. I tried to escalate to an even higher level of support and get this resolved, but he refused, saying there is no one higher and that I had to take what he offered or leave it. When inquiring about another option (compared to getting reimbursed a fraction of the cost of the device), he changed the story regarding their stock of phones once again and says more will be in stock on 05/22. He also personally guaranteed that mine would be the first one out the door from that shipment. When I said I didn't believe him, he said that given my case history he wouldn't believe himself either, but I had no other choices. He said they'd ship it to where I would be on 05/22-05/23. After numerous complaints from me about the absolutely abhorrent service so far, he (begrudgingly) attempts to offer me another bluetooth headset. After my frank refusal of that, he finally offers to ship me a $100 google play card. All this time, he just patronizes me with "I understand your frustration", and no real apology on behalf of Motorola.
05/22: I get a call back from consumer advocacy. It turns out that no, in fact, there was no stock that came in that day. They offer to send me a Razr M until they can get more HD MAXXs sometime later the following month. I refused, and say (again) that the only option I'll accept at this point was reimbursement for a replacement device, because it's been a month and I'm leaving the country for a few weeks and don't want to deal with this. He says it's not possible. I ask who could make it possible and get told this is a policy of their finance department. He refuses to let me speak to the finance department, but puts me on hold and (lo and behold!) he says that he spoke with them and got approval to send me a check to reimburse me for the replacement. But because they're paying the full amount, I will not get a $100 google play card for my trouble or any other reimbursement. I should be thankful that they deign to pay me back for the device I sent them (and they lost somewhere). I make sure to get this offer sent to me in writing later that day.
05/30: They mail the check. Only took a week. I was amazed. I got it a few days later.
Lessons learned: NEVER utilize Motorola for any kind of repair services. A repair that I could have easily done in 30 seconds (if I could have reasonably gotten ahold of the part without having it shipped from Hong Kong over a period of 2+ weeks) was not only never completed, but ballooned into a whole saga.
I've considered filing a complaint with the Better Business Bureau, but I don't think they could do anything. I don't know what else I can do, so I'm also spreading the story to all the forums I know so people can be warned to not use their repair services. Would have done it earlier but I had the international travel and then a whole bunch of work to do when I got back.
Legal action for my time (I estimate I spent >20 hrs on hold/talking to Motorola) wouldn't be worth it, given that any attorney would charge more per hour than Motorola would ever offer me. To be honest, I'd have been satisfied if they had ever offered me a sincere apology, an honest update on the situation, or maybe even that (paltry) $100 that they had considered offering me but in the end took the offer back. I was over a month without a normally functioning smartphone.Instead, all I got was patronization, dishonesty that I'd get a phone back "soon", and a bluetooth headset.
If any of you are stuck down the motorola black hole, the biggest advice I can give is to call the consumer advocacy office. Insist you be transfered up there if you have to. They are also less than honest and less than useful, but they seemed to at least be able to contact the people that could do something. If they tell you something is not possible, don't trust them. Insist to find out who can make it possible, because it probably is. I'd post the number myself, but I don't know how much I'm allowed to.
Yup, this is exactly why I try to repair stuff myself instead of sending it in.
But thanks for sharing.
That's why I get the best buy warranty. 10 bucks a month but this is my 3rd phone. Each one has been free and taken no longer then a week.
Sent from my PACMAN MATRIX HD MAXX
That's why I take care of my electronics.
Not our finest hour...
Raryn said:
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Really sorry to hear it. We (Motorola Support) are just recovering from a rough patch in repair, and looks like you had one of the worst experiences. It's not typical of our performance and we are working hard to get 100 percent back to our quoted turnaround time.
Again, sorry you had such a crummy experience.
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I was going to say I've read elsewhere of delayed repair times.
I am utterly shocked and devastated they were only willing to reimburse you for the subsidised amount! Who says you have an upgrade or access to one?!!
I am even scared to write about screen issues. My insurance company has a hard enough time keeping my model in stock and I can't afford to have $700+ temporarily out of commission.
Legal action... Maybe small claims court?
I would always remember never count on anyone for anything. You're bound to be let down and stressed. I can tell by the girth of your story you mean what you say.
It looks like Motorola read this. I'm shocked they didn't send you a free accessory or something to help compensate you.
I love this phone and its battery life and laugh every time my friends are tethered to an outlet. But all in all its just a cell phone and luckily you were even offered a loaner to begin with.
Fortunately this is not a story we hear every day and hopefully some xda members will chime in with their positive experiences.
Motorola please port webtop to this device!
Sent from my DROID RAZR MAXX HD
That is by far the worst experience I have heard of so far, and by all means if the customer has paid for the device and can prove so, should be entitled to a full refund or at least give the original phone back so the person can find other less stressful means of repair. That is simply unacceptable and Motorola should be held fully accountable if they are going to brand their name on anything. This story makes me upset even gees.
Razr HD
Eclipse V 1.3
Who said you were guaranteed to get it back in 5 days? Their website says 7-10 days after receiving it.
My experience with Moto service was OK. Not great. Just OK. I did get it back quick, 5 business days in fact. Their website and tracking are a pathetic joke for sure.
Like you, USPS indicated that my phone had been delivered but their system didnt show it. I contacted them and they gave me the same spill about the system having problems. I can accept that software systems can have problems sometimes so I wasn't to upset. I figured id give it a few days.
A few days passed and my phone still showed it hadn't been received. I called them and made sure (in a very respectful way) that i was very unhappy that they were having problems. They escalated my case and i talked to a new person. The new person gave me about the same explanation as the first person but assured me they would have it to me a max of 10 days from receiving it. Frustrated I accepted their excuse.
The next day it sowed as received in their system and that they were repairing it.
Two days later it showed as shipped. Funny thing was the "Shipped", emphasis on the "-ED", was for that day at like 1:00 pm. I got the notification that it had "shipped" like at 8:00 am. In addition to the fake ship date there was "NO TRACKING". I was thinking that those as shats marked it as shipped to appease me.
I was about ready to call them again but gave them a chance to make good. Then the next day it showed up all nice and shiny.
They did a good job repairing it. They replaced the whole frame, not just the glass. I know because there was a noticeable scuff on the top right corner that is no longer there.
This was actually for my sisters phone. She borrowed mine because here work requires here to have a phone. Anyway, she might not get it back. :cyclops: Ive quite enjoyed it the last few days.
That's horrible!
Good thing I saw this, I'll keep your experience in mind for if I ever need to get anything on my phone repaired. I can't believe you went through that much trouble. I quite am disappointed with Motorola at this moment.
DIY Motorola Repairs
My company, Simple Phone Trade, specializes in Moto repairs. If anyone else breaks a Moto device send me a message if you want a link to our manuals (XDA won't let me post URLs yet) or need direction with parts and tools.
We don't sell parts or tools and are unbiased/agnostic concerning wholesalers (not to mention experienced and knowledgeable).
Just venting.
When I ordered the VZW developer edition I also ordered a case.
When the order arrived I did not receive the case I received a headphone headband. Even the packing slip said this.
I called in and after 30 minutes on hold and 3 different reroutes I was told the case was out of stock so I asked for my money back. "That can't be done until Monday" they said:
Monday last week "45 minutes on hold, 4 reroutes and finally I get someone. Repeatedly I tell them I cannot return the case because I do not have it. 60 minutes later I get an email for return instructions for my case.
I call again 25 minutes on hold, 3 reroutes. I try to explain over and over again that I want my money back. Finally they agree.
7 days later I do not have my money back. I call again, 3 disconnects after holding 75 minutes on hold and 4 reroutes. Again the same story. They person seemed to get quite annoyed because I was expressing annoyance at the process. He promised I would receive an email confirming in 1 hours.
4 hours later and I have nothing.
:crying:
I'm on hold now to exchange my dev edition. For Some Reason i cant unlock the bootolaader
yes reps appeared to be very stupid when i called. 3rd time was the charm. try not to speak with woman there
Durkbeef said:
I'm on hold now to exchange my dev edition. For Some Reason i cant unlock the bootolaader
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Were you able to request the code from Moto's web site?
Well it's now 6 hours and I called back, of course I have been on hold for 35 minutes listening to the same message over and over and over and over and over again.
homemadehitshow said:
Well it's now 6 hours and I called back, of course I have been on hold for 35 minutes listening to the same message over and over and over and over and over again.
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After my experiences with this last 6 weeks.. YIKES! All I can say is GOOD LUCK!!!
Well I just had a tough time with their services as well. I just bought the Dev edition and it randomly reboots through out the day. I talked to them last week and they had me do a factory reset. Well it still reboots at random. Yesterday it locked up where I couldn't do anything with it for a few hours. I figured something must have drained the battery. After a few hours it finally powered back on and showed that battery at 83%. I have spent 1 and half on the phone today with them and a 1 and half last week troubleshooting this phone. I asked if I could return this unit and they send me another unit but would not. They will not give me the cyber monday sale price on it, but did offer to give me the standard Moto x for 150 off after they receive this one back. I tried explaining that I can't go a without a phone as my job requires after hours support. She suggested I find an old phone. I have to send this phone in and have it repaired by them. So I'll be out a phone for a week. They don't care.
Have you tried chatting live with a representative?
If you go to the link below, and click on 'Chat Live' - I was able to connect with someone in under a minute and they were pretty helpful with their information:
https://motorola-global-portal.custhelp.com/app/mcp/service/p/30,6720,8696//#/service
Just another avenue to try. Let me know how it goes
I did live chat with them last Friday and waited in queue for that for nearly an hour (with only 13 people ahead of me..) only to be told they couldn't help me on chat, I had to call their hotline.
I called that on my drive home work and was on hold for about 35 minutes before I talked to someone who told me I called the wrong number. He asked what number I called, and I gave it to him, and he said that was the right number, and he didn't know why I got routed to him. He transferred me and after about 20 more minutes, I got disconnected. I called back and was on hold until their support center closed at 7pm.
Calling back tonight on my drive home to see if I have any better luck.
Thankfully, I haven't had any problems with my actual device, but yes, their CS centers are a nightmare. I called in to find out why my device hadn't shipped yet (I knew it was probably because of the storm, but I wanted to hear if it was even actually ready to be shipped, or was still being assembled) because chat said they could not check that kind of thing. The guy on the phone was obviously just reading canned responses off of a script, and wouldn't just directly answer a question. I had to ask at least three times for him to just say, "Yes, that is correct," and confirm an assumption about my order.
My only "problem" was a case that was damaged when it arrived. Their chat acted like they were doing me a huge, big favor by sending me a replacement free of charge. Hey, it's not my fault that it was either a) sent out damaged or b) damaged in transit. Shipping claims are the responsibility of the shipper. Don't tell your customer that they're a "valued customer" but that you're going to make a big concession and offer to replace defective merchandise on a "one time only basis".
I bought a Moto G on 11/26, but changed my my mind later in the day. Unfortunately i wasn't able to cancel the order. I then ordered a Moto X which BTW I love. I then got a call from a supervisor who said she cancelled the G. So I received my X about 12/12. The next day I see my Fed Ex guy walking up to my door with the G that was supposedly cancelled. I refused delivery and sent it back to Motorola who received it 2 days ago, (Federal Express conformation). I just spent 45 minutes on the phone trying to find out about my refund. I was told even though they confirm receiving the phone back from me they have to open up an investigation on the issues which could take 10 days and then they would send it to a supervisor to authorize a refund! All I can say is WOW! Love the phone ...hate the service!
My biggest complaint with their "customer care" is that you can get 5 unique answers from 5 individuals, and then talk to them three days later and get 5 more unique answers from the same people. It would seem like there's no consistency or shared information between their departments, which is hugely frustrating, as you typically have to chat, then call, then be transferred, transferred again, and then promised a call back, etc. to get your answer. A chat rep should be able to tell me the status of my order the same as a call center rep. It should all be in a synchronized ERP system, not 8 different individual systems - this is Motorla (+ Google), they really should have the resources to do this.
Yep.
My last call ended with them saying they had finally got to the bottom of this and a refund would be issued. The next day I got the case in the mail Now the really weird part is that it turns out I really like the case so I'm just going to keep it.
They are truly hopeless. I hate that they make you take ages explaining a problem only to tell you someone else needs to deal with it. Then the same thing happens with the next person.
tonyguy2000 said:
I bought a Moto G on 11/26, but changed my my mind later in the day. Unfortunately i wasn't able to cancel the order. I then ordered a Moto X which BTW I love. I then got a call from a supervisor who said she cancelled the G. So I received my X about 12/12. The next day I see my Fed Ex guy walking up to my door with the G that was supposedly cancelled. I refused delivery and sent it back to Motorola who received it 2 days ago, (Federal Express conformation). I just spent 45 minutes on the phone trying to find out about my refund. I was told even though they confirm receiving the phone back from me they have to open up an investigation on the issues which could take 10 days and then they would send it to a supervisor to authorize a refund! All I can say is WOW! Love the phone ...hate the service!
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I'll give them 10 days to process my refund then I'll just call my credit card company. They truly are a mess in customer service!
laur3n.newm4n said:
My biggest complaint with their "customer care" is that you can get 5 unique answers from 5 individuals, and then talk to them three days later and get 5 more unique answers from the same people. It would seem like there's no consistency or shared information between their departments, which is hugely frustrating, as you typically have to chat, then call, then be transferred, transferred again, and then promised a call back, etc. to get your answer. A chat rep should be able to tell me the status of my order the same as a call center rep. It should all be in a synchronized ERP system, not 8 different individual systems - this is Motorla (+ Google), they really should have the resources to do this.
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This is 100% true and it annoys me to no end. The funny thing is, I now have 3 pairs of free earphones from them that they don't want back.
nforeses These
Their customer service is awful. I tried for weeks to cancel a phone order and they simply kept saying "it's shipping tomorrow." Now I have an extra dev edition phone. Argh. Thinking of putting it on swappa instead of the hassle of mailing it back (or worse speaking with their CSRs).
BTW...when does the verification nonsense go away for users? I can never read those captcha things... it's like looking at those boats in dots posters.
To update on my post from earlier in this thread: http://forum.xda-developers.com/showpost.php?p=48552145&postcount=9
I did get through to them (after another HOUR on hold) and was routed to the wrong department (again, twice), before finally being directed to someone who could "help". She explained that she would email me a ticket number and requested copies of the charge discrepancies. I was billed more than they stated I would be for my Moto X, so I was asking for clarification on the difference in the confirmation email and what was charged to my account.
I sent the requested screen shots showing the differences and never heard back. It will have been a week tomorrow, and I'll be following up then.
Well, I got an email back from them just now and they offered me either a $25 Play Store credit or a pair of SOL Republic Jax headphones in a color of my choice (the ones they have on their website under Accessories). I've never used that brand, but a coworker said they make good headphones. They're MSRP is $39.99 (which is more than $25), and I rarely buy things on the Play Store (maybe 3-4 purchases in the 5+ years I've been using Android), so I went for the headphones.
Glad they made it right. And the discrepancy on my charge was only like $8.
There seems to be two customer supports...Motorola support and Moto X support link on the email of the order. Motorola seems to be out sourced to India and Moto X in the states.
The best for us was the app in the phone Moto Care...its busy now with the holiday but normally about 1 or 2 in queue.
Sorry to hear about your troubles. My experience has been great so far!