Database Users

[Horror Story] How HTC is so incompetent and ridiculous. Show your support!

Hello everyone, this is my horror story that began on June the 30th of 2010 and is still ongoing.
All for a swap of my defective HTC Nexus One phone.
I request that you please show your support as the only way we can ensure something like this doesnt happen again is to band together.
http://www.facebook.com/group.php?gid=120012004718856&v=wall
Here is the story:
I had arranged for my nexus one which had started to accumulate dust underneath its screen to be replaced by HTC. When I received the replacement, the unit had a faulty screen, power button and the battery cover would not fit properly. As a result, I filed a complaint online and received a call back from an agent who advised my that a replacement can be set up for the DEFECTIVE REPLACEMENT UNIT that I had received.
I told her that I would like to go ahead with that, but I'm currently busy and need the device and I would appreciate it if she could call me back on the 25th of August to set up a replacement. She agreed and scheduled me for a call back.
I ended up not needing my device for as long as I had anticipated and called in myself on the 14th of August to set up the replacement myself and had it arranged. I shipped the defective unit and according to the details from FedEX the unit was received on the 24th of August at the repair facility. The previous agent did STILL give me a call back on the 25th of August. She confirmed with me that she saw on the notes for my case that I had called in and had the replacement set up, and if I was satisfied. I told her yes, I have sent in the defective unit and am just waiting for my new unit to come back to me. This was on the 25th of August.
Two weeks later, I called in to HTC and inquired about the status of my phone as I had received no notification or my new device. I was advised that for some reason, my previous ticket was CLOSED AND DISCARDED. ***WITHOUT A REPLACEMENT UNIT BEING SENT BACK TO ME***
Since that date, I have been calling HTC almost EVERY SINGLE DAY, speaking to supervisors after supervisors, who have ALL promised me call backs but have NEVER called me back (for the exception of ONE SINGLE PATHETIC PHONE CALL, to advise me that Britney, a supervisor at the call center, had NO information for me).
I have since called in almost every day, and EVERY SINGLE DAY I have been promised a call back from a manager, or Upper management, but HTC has failed to deliver EVERY single time.
I have been lied to by agent after agent, and supervisor after supervisor, and what is even more sad is that I still have NO INFORMATION about the status of my device after an astounding MONTH AND A HALF.
I have spoken to agents by the following names at the call center:
Chardene
Chantelle
Christopher
Daniella
and 3 others whose name I cannot remember
Supervisors by the following names:
Nicole
Daniella
Pamela
and two others whose names I cannot recall at this time.
EACH AND EVERY ONE OF THESE AGENTS HAS PROMISED ME CALL BACKS EVERY SINGLE TIME I HAVE CALLED. AND I HAVE NOT YET RECEIVED MORE THAN ONE CALL BACK (FROM BRITNEY, who is supposedly working on my case, who did not even speak to me, but left me a message on a phone number that I specifically asked *on at least 5 occassions* to not call me at).
HTC has absoloutely dissappointed me.
The following are my case numbers that were created by HTC that are relevant to this issue:
10CAC37***124 - This is a repair ticket which was created WITHOUT MY CONSENT, and I was advised by Chantelle, that the reason this was created was due to the fact that a unit cannot be in HTC's posession unless there is a ticket created. They told me not to worry about it
10CAD3****0107 - this ticket number is the replacement that was setup for my DEFECTIVE REPLACEMENT DEVICE and WAS DISCARDED WITHOUT A NEW DEVICE BEING SENT BACK TO ME
10CAD2****0073 - this ticket number was created for the defective unit which had dust underneath its screen, and was to be replaced originally with a WORKING unit.
The serial number for my device that was sent in is: HT03TP9**153
The serial number for the defective replacement device which was sent back is: HT03TP9**136
HTC promises to its customers that once a defective device has been received, a new replacement device will be shipped out the NEXT business day. Clearly, these are all lies. Not only have HTC displayed incompetency in helping out a PAYING customer, but they have LIED on many occasions to their customer.
I even called the corporate head office and left a message on the voice machine about this issue, but did not receive a call back. Hopefully, this will now get sorted out.
The original defective device was set up to be replaced on the 30th of June, 2010 and it is now September 2010 and we are still nowhere.
(Sept 20th) last time i spoke to them was on Monday, I was supposed to get a call back from upper management of the call centre on that day, but of course, that was another lie. So i called in myself and asked to speak to someone.
ended up speaking to a supervisor who claimed that she promises first hand that someone WILL call me back by the end of the day today (monday), and what do you know. today is wednesday and still no information, no call backs and im sure ill be on the phone with them again shortly to figure out whats going on now
UPDATE #1: On the 22nd of September I called in again and spoke to a supervisor first, then I was told im being transferred to a manager. When I was transferred, it was another supervisor, who said management isnt available.
End of the conversation resulted in the promise of a call back after Ms. Simpson would speak to her MANAGER, Krishana, and would call me TODAY before the end of her shift at 10 PM EST. BEfore i hung up, I told her i would gladly wait for management on hold all day and she told me that something like that is not possible. She PROMISED me that she would call me back, 100% for sure and let me know what happened.
And well, no call back, nothing at all.
UPDATE #2: September 23rd, I got an email from Google's android team and was advised that they followed up with HTC for me and if i do not hear back in 72 hours that I should call them.
This was after I submitted a complaint to google's online systems.
the saga continues.
Update #3 from September 23rd: I called in at 10:00 PM at night and asked to speak to Daniella Simpson (the supervisor who had promised to call me back) right away.
After speaking to an agent first, when I was transferred to her, she said shes sorry for not calling me back, but she got busy. She said that she had a lot of things to do, and that she was going to call me back today and how I was the first name on her list of things to do. *YEA RIGHT* Its 10 PM and she was thinking of giving me a call back now?
She told me that she emailed her superior Mr. Harris about the whole case, and he emailed the repair center. She said I should hear back today from them for sure.
That was it. I told her about how Google had contacted me and she basically said that she will forward the concerns to Mr. Harris.
and on we go
update sept 25th: so after not hearing back on Friday or today, i decided to call in and figure out if anything new had happened.
when i called i spoke to an agent named Gary, he said no supervisors are available and no managers either. Just out of curiosity i aksed him to check the notes for my account, and he goes, they were updated today last.
they read "device shipped" and had a tracking number. So no one called me back, no info from anyone, no tracking numbers before i had called in, and i don't know what they are shipping back.
talk about irresponsible. we'll i guess ill find out in a few days what happened and ill keep you all updated
follow the facebook group for up to the minute updates and information. I will keep you all updated

hmm i think this is the case where you need your IMEI & S/N number and go to the police ...

Credit card issuer...

Damn, that is horrible service. I'd take them to court if I were you, sounds like you've gathered more than enough evidence to do so.

****ers. Tell them that you refuse to hang up without an answer. Tell them that the next phone call is to the CC company and the police.
Can't wait to hear how this unfolds...

im on the phone with them as we speak. and im speaking to another supervisor.
she tells me that we have no info, and promises me again that someone will call me back as soon as possible.
i advise her that no one has called me back until now, why should i believe you now? she says because she is a different person *BULL*****
so now ive asked to speak to a call center manager and am now on hold waiting to speak to them.
just to advise you guys that in the past, ive also been put on hold to speak to management but everytime they come back after 10-15 minutes and say "oh im sorry, but he/she isnt available, and will call you back" but i dont get anything.
this time shes actually tranferring me, lets see what happens.
i will keep you posted.

mixxy said:
..
she tells me that we have no info, and promises me again that someone will call me back as soon as possible...
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With the IMEI they know exactly what happend with your phone ..

I just Googled this and it seems like a common problem with the Nexus One customer support. Look here, someone else had a very similar thing happen and one of the replies said "Another one of these. Seems a huge number of phones are going missing."

Post it on one of there tweeter pages

ok, so i just got off the phone with them.
the supervisor did NOT transfer me to management, but to a higher supervisor; one i had spoken to before (on Friday, the 17th of Sept). She told me upper management would have called me back on Monday, but of course they didnt, and then when i called back on monday another supervisor told me upper management would call me back.
okay, on to today. so i spoke to daniella simpson a higher level supervisor who said that NO ONE from upper management was available to speak to me and that no updates were received. After complaining for about one hour and going over with her about details after details, she basically told me she'd call me back today.
when i told her ill gladly wait on hold all day, she said she cant do that because she is the only supervisor on duty.
will keep u guys posted.
if you can, please show your support by joining the facebook group or relaying the story to anywhere you can. I'm hoping to get media attention to finally get this handled because nothing else is working.
and i know i can file a dispute with my cc company, but that would take even longer.

no bueno You will reach a point where you have to assess if the time you are spending is worth not just buying a new phone and washing your hands of the entire situation. I know it's the principal and such but everyone's time is worth a certain amount to them...I hope you find recourse before your reach the end of your limit dealing with this.
Sounds like you are going the distance though...best of luck!!

sorry you got shuffled.
the energy spent on this endeavor would be much better tossed at anything else. do a charge back on your cc and move on.
(shrug)

I bricked one of my Nexus Ones after one click rooting. I tried to flash a theme as a ROM...oops. Since I have two Nexus Ones I just decided to send it in to HTC and see what happens rather than get frustrated fixing it myself. I shipped it off and it was back in my hand in six days working great.
Sorry you are having such a difficult time...makes me feel lucky. I have to say I was very happy with HTC service tho. They even emailed me an overnight prepaid shipping label and my Nexus One was shipped off an hour after I called them.

deprecate said:
no bueno You will reach a point where you have to assess if the time you are spending is worth not just buying a new phone and washing your hands of the entire situation. I know it's the principal and such but everyone's time is worth a certain amount to them...I hope you find recourse before your reach the end of your limit dealing with this.
Sounds like you are going the distance though...best of luck!!
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i already purchased a samsung galaxy s, and yes ur right it is the principle
had i been working fulltime right now i would not have put this much time into this, but i guess graduating from uni and applying to jobs for a few weeks has its benefits during the down time.
i said the same thing to the high level supervisor, and said had i had a full time job, what would the outcome of this case be?
mind u i paid 676 dollars for this device shipped to my door, and being a student, that kind of money is not easy to come by

If it were me, I would keep calling back. Hang up, and call right back. Just keep pissing them off the same way they're pissing you off.

rickytenzer said:
If it were me, I would keep calling back. Hang up, and call right back. Just keep pissing them off the same way they're pissing you off.
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haha well i cant sink to that level because it gets me nowhere, and it'll be more time consuming on my part than theirs who just have to answer the calls.
im going to try to issue a charge back with my credit card company soon. lets c. i told them id wait until friday

I'm still waiting for my replacement. I did my cc "authorization" sat morning.... no email sent for shipping (did get a return label email though). I finally called today, and the lady said she would "email" the warehouse for shipping.... lol.

why not check up on the tracking number to see where your phone is, if the phone is signed and recieved its not your problem what so ever, call up htc, give them the tracking number and tell them to do something about it.
my experience with htc is very good, im quite surprised that they pull this kinda of bs on you.
gl with that

This is happening to me as we speak... mmrrraaa **** HTC right?

vvaffles said:
why not check up on the tracking number to see where your phone is, if the phone is signed and recieved its not your problem what so ever, call up htc, give them the tracking number and tell them to do something about it.
my experience with htc is very good, im quite surprised that they pull this kinda of bs on you.
gl with that
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Mine has never been that great. W/ my Kaiser, HTC wouldn't he'll because it wasn't a US tilt. With my xperia x1a, went back and forth between Sony and HTC(fixed problem myself). Judging by emails, i'm guessing that ht c's websites work is based somewhere out of the united states. My emails have such weird syntax that it reminds me of the commercial that says : this is Peggy!

Next time you have free 72 business hours or the unbelievable bad service of HTC

Hi,
I’m a very well kept Nexus One owner. Had a problem with my power button recently (power button would occasionally not work until it almost never worked) and I called US HTC customer service to ask for a repair. I’m in warranty period of course (as the phone was just introduced this beginning of the year). So I thought that it’ll go quite smoothly. But HTC made the repair an impossible mission.
I first opened a call on Sept 5 for a repair (I asked specifically not replacement, because I wanted to keep my AMOLED screen, and I repeated this request several time) but it was wrongly opened as replacement. I called them and told them about the mistake, asked to covert the call to be a repair. It’s not so easy with HTC because they have to close the replacement call first and open a new call for repair. Since it was Sunday, they couldn’t cancel a call they opened by mistake just 15 minutes before, it appears that on Sunday they don’t have the authority to close/convert calls or to open new ones if one already exists....
I had to call them again on Monday the 6th and open a repair call. Then I've sent them the phone. It arrived to you on Sept 13th. HTC notified me by mail that there's a quote waiting for me (although the product is in warranty) I asked, using your on-line form that they'll get back to me with clarification regarding the quote. Here’s starts the problem - That didn't happen so far. On the next day, the 14th, I call them and they told me that the case is cracked that's why HTC issued me a quote. It surprised me because the phone was sent to HTC repair center in mint external condition and I asked to get pictures of the cracked case. HTC call center first promised to sent it within two hours. After not receiving pictures within two hours I called again and then I was notified by that actually the pictures will arrive up to 48 hours. Since I didn't get them by the 16th. I called again and this time HTC call center agent said the pictures will arrive within 72 hours since I requested them. I also ask to speak with a supervisor that apologies that I previously promised to get the pictures within 48 Hours (supposed to be on the 16th) and promised to me to get the pictures by the the 17th end of day. It didn't happen. I called again on the next Monday the 20th and a HTC call center supervisor claimed that the 72 hours has not yet passed! And I should wait more additional days to get the answer. At that point I told them that I expect them to repair the phone free of charge and they filed yet another escalation for that (to be answer within the regular 72 business hours...)
Today is the 24th - No pictures have been received and no answers to any of the escalations. Maybe the 72 business hours are counted using a special HTC clock that is stuck.
I’ve them again today, as they never contact you by phone. The most they can do is send a mail with apologies saying the case is being check and I’ll get response within the next 72 business hours. Ridiculous! Anyway today, after waiting for 30 minutes to talk with a supervisor - I got the exact same answer - they’ll escalate it and return to me within 72 business hours. I told them that I already got this answer and as of now, after being escalated for 4 times and after who knows how many “72 business hours” passed already. I don’t believe that I’ll get an answer from them and asked to speak with somebody in the repair center. The call center supervisors are completely useless: they cannot promise anything, they cannot answer any definitive answer, they cannot contact HTC repair center or their HQ. They just apologies and return themselves endlessly and pointlessly.
HTC repair is a nightmare. I think people should be aware that they have horrible customer service process, repair and call center. I definitly warn everybody that wants to buy an HTC - They just not deliver when you need their repair service
Anyone here with advices I’ll be glad to hear...
Thanks,

I too had horrible custome service. My battery was having problems and wouldnt hold a charge. They told me it would be there in five business day. Long story short it took 1 month. F htc. I hope to god nothing else happens to my phone.

I always have amazing encounters with htc
Sent from my Nexus One using XDA App

I called them on Monday for a warranty replacement and it's Friday and they still haven't sent it. They were supposed to have it sent by the end of the second business day. They gave me an escalation, too. We'll see how long this actually takes.

Bah nothing. Try this.
In Australia, through company called Expert Infotech
Sent phone in for repair, was told 2-4 weeks. So 4 weeks later, nothing. So I call them to find out what's happening. They tell me the main board needs replacing and it will be another 3 weeks. So 3 weeks later still nothing. So I ring again. They then tell me, they can't find a problem and have hard reset it and is ready to be sent back to me, after I pay them an additional $20 for shipping. I say I was told the main board was getting replaced, they say no that was mistake and some other repair. So 7 weeks and all they did was a hard reset (which I obviously tried before sending in for repair) AND I had to pay to get my most likely still broken phone back (haven't received yet)
I would not recommend dealing with this company
Phone is a Motorola Milestone btw, not my N1 thankfully
Rellikzephyr
Sent from my Nexus One using Tapatalk

I am really sorry to hear about your bad experience. I was very close yesterday to posting a thread PRAISING HTC for the awesome service I got when called them for a swap. My power button went out and they were EXTREMELY helpful. Even told them I bought the phone used and needed to update the owner info. Hoping my phone will be at my door tomorrow when I get home.

I, too, have had HORRIBLE experiences with HTC repair center. Not once, but TWICE. Once with my TP2 and next with my Nexus. It is a nightmare to deal with them. Honestly. I hope nothing ever goes wrong with my phone again. I have it wrapped in bubble wrap so it won't break. lol

playstore rma woes

So when my nexus 7's started giving me problems google play not one bit of trouble there, the trouble started if they asked me if there was anything else, I mentioned a dead pixel on my n4 screen, and they instantly agreed to rma that one too, so I got my new devices and I was able to hold the N4's both old anh new in my hands and the vibration on the replacement was very very different. So
I traded emails back and forth with the specialist I had been in contact with, and he told me if I was really concerned he would rma that one too, but id he to send it back before getting a replacement, I wasn't actively using the phone at the time so it didn't bother me at all, and after that I somehow got recycled back into the queue a level down to a csr who told me it would have to be sent back up to a specialist (again) who then issued an rma and told me I could send both phones back in the same box. I don't ever remember getting that mail. But it was the week my grandfather died and I had to drive across the country. So when I get back home I ask again after getting really confused putting things in the wrong boxes, (the 7 and 4 get rma's to diff locations" they were really nice with me about fixing that error of mine up. So I ask for the rma sheet for the replacement n4 (didn't realize I already had it) but I got the same rma sheet and shipping label to send 2 devices back so I asked for a 3rd, this time to a 3rd different csr who said they needed to elevate it to a specialist again, for a third time. Then two days later the csr emails me back, i never heard from the specialist and said exact quote here just took my imei # out
"Our systems are showing that your device with the IMEI number*#edited out# is root and we are able to support this"
And then I got the standard thanks for contacting us if you have any questions please reply or call this number paragraph thanks yadayada paragraph.
By this point I was superconfused so I asked again what the csr meant, and after exchanging a few more emails apparantly they are telling me my brand new phone is rooted and can't me rma'd. But the phone is not rooted. I tell the csr that its not rooted and he tells me again its rooted, I never sennt it back at this point. I get a root checker app and take a picture of the phone with the app saying its not rooted. And the csr tells me it was verified by a supervisor that it was rooted. And to have a nice day.
So I call google play support again and talk to a really nice csr and explain to him what I was told, and he says to me that he will send it up to a specialist and include that I'm saying the phonemis not rooted. A few min after the call he sends me the customary followup email, and I decide to email him the picture I took and the screenshots of the rootchecker, and he quickly emails me back saying he will pass that information on, and a couple min after that emails me again with the number to lg saying I should call it and ask about unrooting it so I could rma it. So I called and the lady at lg was kinda confused and told me that factory resetting wouldn't unroot the phone and downright told me that it was "impossible" to unroot it and that she had no way to even know if it was. So following the instructions from the guy that gave me the number for lg
I call google play back again, and the lady I spoke too was very nice and listened carefully and patiently, and through talkisg with her telling her that a specialist told me I could rma it she started going through the emails one by one, (almost 50 of them by now) and I started opening all the attachments they sent me and discovered the rma issued for my replacement with a different rma number than the first one they sent me, and she went to get her supervisor because she had no idea why I was being told I couldn't rma it now since there was already an rma for it. And I was put on hold quite awhile till sprint dropped my call, she eventually emailed me saying the call was dropped and she and her super were both still working on trying to figure this out (almost 2 hours by this point) and would let me know as soon as they could.
Yay... so I got drunk
So moral of this story? I like rum
And I don't know I guess I have to wait a few more days, I have a rma I can print out but no shipping label

Update.
Well after talking to a google play hardware specialist on the phone
They determined that the phone was rooted by the apps installed on the phone from google play. After asking how I rooted the phone with an app from google play when I know for sure that google removed apps that grant root from google play. About a half hour later I had a replacement cart link and a shipping label.
Sent from my Nexus 7 using XDA Premium HD app

Terrible Customer Service from Motorola

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!

LG Support just f'd up.

I RMA'd my D800 for having a bad screen to US support in TX. The original issue is described in this thread:
http://forum.xda-developers.com/lg-g2/help/help-unresponsive-band-screen-d800-t3105309
They sent me an email with their repair report saying there was a charge of $75-190 because manufacture date indicates out of warranty. I replied to that email with my proof of purchase showing I bought it four months ago.
I never heard back. I called them. They did not have that email with my POP. They were confused that I was calling from my work number. Well, they had my cell phone, how else am I going to call them? They send me a link to upload my POP. It doesn't take .doc format. I convert my POP to a .jpg and attach it. I get no email reply.
I call again. Support says they got my POP, repair will be covered under warranty, and they will send it when done. I ask why my status on the repair had not been be updated. She said it takes a day sometimes to update it. OK, so I think I am good. I wait another two days, finally status gets updated from 'Awaiting Payment' or something to 'RA closed, Unit shipped back to customer'. I am nervous because that could mean they thought I never replied to them and they are shipping back without repairing. Or, it could mean they repaired it and are shipping it back. I hoped for the latter.
I got one FedEx notice that the box had shipped. I get an email a day later from LG that no repair was done because it is out of warranty and the customer did not want to pay.
So they made so many mistakes and I have been without a phone for a week now. My only concern was that since I bought i on eBay it might be an issue. But the second tech said my POP was accepted and the repair would be done under warranty on the phone.
So much miscommunication there. It seemed the phone tech support would just tell you what you wanted to hear even though they do not really know what is going on.
It is too late now but I am going to call them tomorrow and talk to a manager if I have to. I will get angry with them if I have to. I will have to now refuse the shipment, have it shipped back to them, and have them do the repair. They could give me an issue if they don't think the eBay retailer is authorized, even though it was a new phone.
What a pain.

Just went through an infuriating call with LG where they told me the POP is invalid which is why they shipped my phone back unrepairable. I asked to speak to a supervisor numerous times and they would not connect me. They spent literally 10 minutes of repeating the same thing over and over. She did everything in her power not to connect me to a supervisor and eventually hung up on me.
I wanted to explain to the supervisor that the last support person I spoke to told me the phone was under warranty and would be repaired for free. Then they ship the phone back not repaired and without warning me.
So I called back again after the 10 minute call and after trying to file a BBB complaint. The new support person I get is more helpful, tells me I can reopen another support ticket and that the problem probably was because the POP I provided did not have the IMIE, model and date of purchase clearly written on it. It did have all those things except the IMIE but I guess it wasn't enough for them.
So now I have to open another ticket, ship it back again, and hope they accept my POP. Sigh.
The LG repair center and call center handling the repairs are completely separate.
Buyer beware.

So they ship it back to me unrepaired with a new big scratch on the back that was not there when I sent it and a phone that does not turn on at all now.
I already filed a complaint with the Better Business Bureau.