Database Users

Return Policy

Got the Verizon Dev edition on Monday but it's supposed to be a Christmas present. Seems like the Moto return policy is only 14 days.
Is this correct ?
Any workarounds?, most stores let you have until after Christmas during December.

RETURNS
Physical products can be returned for a refund within 30 days valid for phones, Motorola branded accessories and 3rd party accessories if they’re unopened and undamaged. If you purchase a Moto G from Motorola, you have 14 days from date of delivery to return it. California residents have up to 30 days to return their Moto G. Follow the instructions in the box, or call us at 1-800-734-5870 and let us know you’re returning something.
Moto G Remorse Policy - 100% refund for undamaged phones up to 14 days from date of delivery. Residents in the state of California have up to 30 days from date of delivery to return the device.
For Moto X devices designed with Moto Maker: Let’s say you do all of your designing, get your Moto X, and then decide you have a different favorite color. You can re-design once if you return the first one within 14 days of buying (30 days in California), no questions asked.
You pay the shipping for the return, and you’ll be credited for the price of the product but not for the shipping you paid to receive it. And we are not charging for shipping your Moto Maker devices.

How NOT to manage Phone orders

This is being posted as a place for me to vent so that I don't explode and lose whats left of my mind. Maybe you can learn from my mistakes if you read this.
1. Bought Nexus 5 (really wanted Moto X but the price difference was my reasoning). Sent back on 14th day of trial. Had $425 tied up anolther 22 days till credit was issued.
2. Bought Moto X at $549 for 32GB version with motomaker and tmobile. When $150 off deal announced tried to get credit but was refused so sent this unit back. This took till today for Motorola to receive and I have to wait up to 14 business days for credit back on this phone.
3. Bought 2 Moto G's at $199 each for 16GB version, then Motorola anounced promotion deal on the X so canceled this order and bought 2 Moto X's with discount promotion. The 2 Moto G's were bought on Nov. 26th and I still have not received them and when I do they have to be RMA back.
4. Bought 3 Moto X's for $1113 on initial Cyber Monday. As you know Motomaker was not working that cyber monday so these phones were just black with no customization. Ordered them at 9:00PM Monday night and at 9:30 Motorola announced the 2 day repeat promo. So this ordered was canceled so that I could use MotoMaker. Motorola held the hold of that money on my account until today.
5. While buying the 3 more Moto X's customized and 2 of them went through with no problems but one of them did not receive the $150 discount. Called within 20 minutes but this could not be fixed so another canceled order canceled with that one tying up $529 until hold was released which was also today.
So to sumarize I bought a total of 11 phones. For various reasons had to send back 8 of them. Keeping 3 MotoMaker phones but only have 1 in my possesion as of today. Had these holds on my debit card for ($425)+($613)+($1113)+($529)+($421)+$370+$370+$423.... That toals $4264 of charges and had only 1 phone till today when the other 2 Moto X's came. Waiting to receive still the 2 Moto G's so they can be returned and credited and in additon waiting for refund on the 1st Moto X.
In the end I will have 3 Moto X's on my family plan which we are very happy with. The journey to getting them will long be remembered by me and I bet some of the poor Moto X reps know me by my 1st name. Each purchase made since to me at the time but circumstances sure changed along with my mind
The sad part of this is Motorola could have saved me from myself by being able to change, cancel, and modify very recently placed orders. Once the ordered is placed they have no flexability to correct mistakes and that makes it very hard on everyone.

Wow.

WOW! I thought I had order problems with just 3 phones. lol

SuperPaladin said:
Wow.
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my thoughts exactly...
But glad those three phones are now yours! I bet you are FINALLY happy with everything. Just took a little more effort than usual!!

Theoretically, they don't allow you to cancel orders because the devices are supposed to be assembled and shipped relatively quickly, so once you order the process starts. I'm sure their supply chain management system is pretty complex.

Yea I am very happy and satisfied with how things turned out. My family loves their phones also. I am sure their order system is complex with the uniqness of MotoMaker and Motorola did everything they could do to get the problems fixed in a timely manner. That was suprising becauase I know they have had a very busy 10 days since Cyber Monday.

POLL: How many days did it take to ship your Moto X?

Ran across this on /r/MotoX over on Reddit. Might be helpful to get some more responses to this poll to get a better idea of what's going on with shipping!
https://docs.google.com/forms/d/1zyG4WFKlJepks59SHdliqsg_E60g3rb6PdSeYYvuY5U/viewform
Edit: Here's some pretty pie graphs of the responses: https://docs.google.com/forms/d/1zy...rb6PdSeYYvuY5U/viewanalytics?usp=form_confirm

I ordered my Verizon Moto X 32GB w/ ebony back on 9/26 and had it in my hands on 10/1.

I ordered my Verizon Moto X w/ Leather back on Sept 28th. I have an estimated delivery date of Oct 22nd.

Shipped in 6 days received in 8 days
Edit: order date 9/25 16gb pure version regular back

Ordered the Verizon model on 9-26. Had my motomaker customized phone in hand on 9-30. :victory:

I hate some of you! I ordered on 9/27 via Moto Maker, Verizon, 32 gb, leather back, still says estimated 10/22 delivery. I keep checking my email for the one that tells me I'll have it tomorrow, but no luck so far.

RhinoDoc said:
I hate some of you! I ordered on 9/27 via Moto Maker, Verizon, 32 gb, leather back, still says estimated 10/22 delivery. I keep checking my email for the one that tells me I'll have it tomorrow, but no luck so far.
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Check your order status on Motomaker instead of F5ing your email. Some people (myself included) never got a tracking email and the phone just showed up one day.

nimper said:
Check your order status on Motomaker instead of F5ing your email. Some people (myself included) never got a tracking email and the phone just showed up one day.
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I agree with this. I had to manually check my order status repeatedly. On the order confirmation page, it had told me that I'd be getting my phone on Oct 9th. To my surprise and delight, I received it on the 3rd. I placed the order on 09/29.
It's a Pure edition 32GB with a regular plastic back.
I'm not surprise that the Verizon version is taking a while to ship. I had heard elsewhere that the Verizon version had sold out very quickly and Motorola is quickly trying to refill their Verizon stock.

Ordered a pure edition Sept 30, it says I will get it Oct 9, but so far no updates... We'll see! If I don't get it tomorrow I guess I'll try and go for those $25 coupons.

16GB plastic back
ordered Sunday 10/5 - estimated ship date 10/24
Shipped 10/7
32GB plastic back
ordered Sunday 10/5 - estimated ship date 10/29
still "building"

Ordered on the 17 of September and have yet to see anything. Bull$***

32gb Pure Edition with leather back and engraving ordered the second hour of the site being opened.
delivery date given was 10/13.
Last Sunday the fate was slid back to 10/17.
Personally, I doubt it's going to arrive even by then.

Sorry to hear. I ordered the Verizon 32GB with white front, chalk (white) back, metallic gold trim, and no engraving on 9/30. The white front phones had a delayed shipping date of 10/21 but I went ahead and ordered anyway. On 10/2 I received an email saying it was being built. To my surprise, it shipped from Fort Worth, TX the next evening and it arrived at my door on 10/7. I also never got an email from Moto or Fedex saying it had shipped, so definitely check your order on Moto daily.

I called Motorola today and I heard very disappointing news. My phone will ship by next Friday. I placed my order on the 30th and it gave me a date or delivered by October 9th. I originally placed my order on 32 GB black ebony wood as it said that the white ones are delayed till the 22nd of October so it made my buying decision easier to go with black. It now seems that the white ones are shipping faster although my delay might be due to the ebony back. None the less I am very disappoint to wait this long.

deanesn said:
I called Motorola today and I heard very disappointing news. My phone will ship by next Friday. I placed my order on the 30th and it gave me a date or delivered by October 9th. I originally placed my order on 32 GB black ebony wood as it said that the white ones are delayed till the 22nd of October so it made my buying decision easier to go with black. It now seems that the white ones are shipping faster although my delay might be due to the ebony back. None the less I am very disappoint to wait this long.
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I am in the same boat. On 9/30, I ordered a 32GB Pure black/black/gold because the white was showing delayed. I was just told that shipping times are now expected to be 3 weeks from when they were ordered. I wanted to go with white/bamboo/silver, but decided on the black due to the delays listed for white. I've contacted their customer service, which is absolutely worthless, and have to wait until my device comes in to return it for a refund, and then place an order for a new one. I can't even cancel my order according to Motorola, which is ridiculous. I can understand if the phone was actually being built, but when you don't have the components on hand and it's just a number on the screen, there's no reason that I can't.

Chris Hansen said:
I am in the same boat. On 9/30, I ordered a 32GB Pure black/black/gold because the white was showing delayed. I was just told that shipping times are now expected to be 3 weeks from when they were ordered. I wanted to go with white/bamboo/silver, but decided on the black due to the delays listed for white. I've contacted their customer service, which is absolutely worthless, and have to wait until my device comes in to return it for a refund, and then place an order for a new one. I can't even cancel my order according to Motorola, which is ridiculous. I can understand if the phone was actually being built, but when you don't have the components on hand and it's just a number on the screen, there's no reason that I can't.
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Yeah their support is a total joke. They have told me no later than the the 17th but I have zero confidence that they will get it on time. If you really want to cancel call your bank and dispute the charge. Tell them that Motorola will not cancel and will not ship your order. The reason I know this will work is because I had to do this with the Moto 360. After they agreed to cancel my order which btw was supposed to be here Oct 6.
When they didn't call me back to confirm the cancellation as they said they would AND they actually took the money from my account instead of the normal authorization hold a company usually does. I called my bank to explain it to them, they credited me back the money the same day (which was a saturday btw). I think a week and a half later they finally sent me an email that my order was going to be cancelled. This week they sent me an email letting me know that my Moto 360 was going to be later than Oct 6... My Moto 360 order still shows as open, as well as my Moto X.
This company is unbelievable in terms of customer service. They have been unresponsive and unhelpful. I still haven't cancelled my Moto X but im getting close. (they also told me I couldn't cancel but im guessing I can dispute it away if I want to.)

Order
Ordered on Oct 7 got my tracking and it should be at my house on the Oct 13.
Face: White
Back: Smoke
Storage: 32Gb
No Engraving

Check your orders
I actually had a shipping problem even when I had the Moto X (1st Gen). 8 Months after launch, stock shouldn't be a reason not to ship. I had to call them to get it to ship. They told me it was ready but they had to call the warehouse to make sure they shipped it. It was a day before my Moto 360 was suppose to be delivered and it still hadn't shipped. I called Motorola, they had to call the warehouse again to make sure it shipped, and ended up doing an overnight shipment. Called again just to be ahead of the game 2 days before my Moto X (2014) was to be delivered. After I called, the status of it changed to ship in about 3 hours.
Not sure if anybody else had this problem but for me, it seems to be recurring where they don't ship my orders until I call them. Might help someone in a position like mine.

I think they are holding them all to load Android Licorice now (grin).

Ordered on 10/11/14
Pure edition 32gb, black front, royal blue back and yellow accents.
Shipping notice today 10/15/14 to be here on 10/17/14. FedEx already has it.

Has anyone here tried to return a soft bricked Amazon phone to Motorola or Amazon?

And can you tell me what happened? Do they give you the option for a refund? I'm really regretting getting the Amazon variant

Return a soft bricked Amazon G4? No. But, what I did was, I got ahold of customer service via chat. I was really respectful to them, and was honest. I told them My Prime Exclusive Moto G4 was past the 30 day return, and the Ads didn't bother me, but I was simply unhappy with the phone. I asked them if it was possible for me to trade in my phone for another one, or if I can have permission to sell the Prime Exlusive on their site. Then I asked what other options do I have? The Rep said he didn't recommend me to sell it because the process would probably take too long. He said he would allow me to return it for a full refund. Printed me out a shipping label and everything. I had my refund credit the very next day. Used it to buy me the Standard non-amazon version. I'll either get it tomorrow or Wednesday. Happy. My 30 day return window expired in august mind you!

acdop100 said:
And can you tell me what happened? Do they give you the option for a refund? I'm really regretting getting the Amazon variant
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I did a repair request online on a Sunday and they emailed me an overnight shipping label. I mailed it on Monday and they shipped it back to me on Thursday flashed with a non-Amazon room. This was on a bricked Amazon Prime phone.

$100 Google Credit with Pixel 2 purchase

Cyber Monday deal from Google Store.
Going to have to give them.a call and see if they will give me the credit since I only received a week ago.

*Update*
I called Google and they won't just give me the credit. I have to return this Pixel and reorder. I guess it's no big deal for $100. Just seems silly on their part to now have a used phone.
Anyone else try and not have to return phone?

i'm waiting to get on chat with them. i just bought the phone yesterday so i'd hope they'd be willing to include me in the promo

I bought it Sunday, called Monday. I was told no. They can't refund or even adjust purchased phones after an hour from time of purchase. I now have a second pixel 2 coming and I'll be sending the first one back.

At least I know next time. Next Pixel release I'm not going to buy it until several months later. I could still return mine, however; I'm not going to b/c I'll be stuck with a lot of credit until next year.
I traded in my Pixel 1, so if I return the product the refund will probably not happen for a week in which they will refund the cash portion and re-apply my store credit from my trade in. If I were to re-buy it, I'd be out the immediate cost right now as the refund won't process for awhile so no prior store credit will be able to be used.
Next time I know. The trade in process was a disaster and you'd get more selling it independently. If I bought cash only then I'd do it, but the store credit complicates things.
Plus my Pixel 2 doesn't actually have problems so I feel like I won the lottery as it is LOL

unsungzero1027 said:
I bought it Sunday, called Monday. I was told no. They can't refund or even adjust purchased phones after an hour from time of purchase. I now have a second pixel 2 coming and I'll be sending the first one back.
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i chatted and they gave it to me no problem. bought it on the 16th november. just got off chat about 10 min ago giving me 100$ credit after 30 days of use. (project fi).. and sending me an email for the google home mini. logistically thats just dumb. lets send a new phone out. pay for shipping pay for return shipping and still giving out the credit. makes no sense.

mine shipped on Cyber Monday, made.me mad as fk*. Bet they won't give me the credit. Seems like bad business, never saw it even advertised
Sent from my Nexus 6 using Tapatalk

I bought one Monday. Still no status update on the order though, and no shipping info.
Sent from my SM-G955U using Tapatalk

buschris said:
mine shipped on Cyber Monday, made.me mad as fk*. Bet they won't give me the credit. Seems like bad business, never saw it even advertised
Sent from my Nexus 6 using Tapatalk
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They pulled this stunt last year, said there were going to be no BF/CM deals and then had something. I decided to hold off on my purchase for just that reason to see what they would throw out for cyber monday.

JasonJoel said:
I bought one Monday. Still no status update on the order though, and no shipping info.
Sent from my SM-G955U using Tapatalk
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Same here. Ordered Tues.

BaronInkjet said:
Same here. Ordered Tues.
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Glad I paid extra for expedited shipping (not). lol
And now the status is changed to your Shipment has been delayed... Jerks.
Sent from my Samsung Chromebook Pro using Tapatalk

Mine is showing shipped now, and has tracking #.

Yah, mine went from shipped Nov 28, delivery Nov 30-Dec 1 to Shipped Nov 30, Delivery Dec 4-5. Wtf Google.

I just got a tracking number too. Looks like it is shipping overnight, arriving tomorrow. So I guess that isn't too bad - even if it is 2 days later than they originally said.
Sent from my SM-G955U using Tapatalk

JasonJoel said:
I just got a tracking number too. Looks like it is shipping overnight, arriving tomorrow. So I guess that isn't too bad - even if it is 2 days later than they originally said.
Sent from my SM-G955U using Tapatalk
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At least your getting overnight (granted you paid extra).
They should be doing it for free since they are now 4 days after my original delivery date.

Ordered it on cyber Monday night and checked status today that it was delayed. They didn't provide a new delivery date, just that they it was delayed and I would receive an email when it's shipped.
Does anyone know if it's because they are trying to process all the orders they received on cyber Monday or is it an issue with limited stock?
I would prefer the former explanation rather then limited stock, since it could be quite some time before it actually ships if that's the case.

I don't know for certain, but strongly suspect it is because of cyber Monday orders.
Sent from my SM-G955U using Tapatalk

Did they really get hit with more orders than they could handle? I just have such a hard time imaging that this phone is selling so hot they can't keep up with stock.

I don't think it is a stock issue, rather a fulfillment issue. And yes, I think they got enough orders Monday that it slowed down getting them all out the door.
Sent from my SM-G955U using Tapatalk

i have ordered the 11/28 an pixel 2 in the Us Store because of google discount (100$ and coupoun for google home mini).
i am Importing this device from US to france.
and today in europe 200€ discount on the public EU price
Seen on "dealabs"
Google can offer a bit more than 100$ credits... really !!