Database Users

Atrix Repair Runaround

Alright guys, I thought I'd share my my experience with Motorola's repair department. The reasons I sent my phone in were because the screen had some areas that had backlight bleeding and the MicroSD card reader didn't work.
When I first called, I was told by AT&T and Motorola customer representatives that once the phone was received by them, it would be shipped back out in two business days. Alright I happily agreed to that and opened an RMA because I needed my phone back as soon as possible. So it was opened and I sent my phone in.
The device was then received on the 4th.
I called in on the 7th to ask if it was shipped, and they said it would actually take 15 business days to ship! I was like what?! I was told two days by the other two representatives. I was then told to call back on a weekday as the repair department was closed.
I called again on the tenth to see the status of the repair and they said it should be shipped 5-7 business days from when the device was received. But I still couldn't talk to the repair department because I had called after they had closed.
I called in the next day, and they said that it would be shipped on the twelth, which was the day after.
I then called in on the 12th to make sure it was shipped, the representative said that the device should have shipped but the online repair status just hadn't updated yet and it should be updated by tonight.
I check today to see if the status has been updated, and guess what, no change, all it says is device received. So I call to make sure the device has shipped. Now I talk to a representative that says that it will actually be shipped on the 16th and he has no idea why the other three representatives said it would be shipped on the 12th. I ask to speak to a supervisor and I get transferred. I asked her why I've been given tons of different (and seemingly wrong) information by different representatives and what is really happening. I tell them that this is getting ridiculous and I have had to reschedule two train tickets and I've lost over $90 dollars because of false information I have received. The supervisor literally is speechless, all she says is please call back Monday.
What I'm wondering is that has anyone else had this kind of experience with Motorola? Or is it just bad luck on my end. And if this continues, is there anything I can do.

Wow that sounds pretty bad. How come you didn't just take the phone in to an AT&T store? My previous Atrix had a dead spot on the touchscreen so I took it back to the AT&T store. They looked at it and called an AT&T repair center so I can pick up a new Atrix that very same day. Sorry to hear about your situation, hope it gets sorted soon.
Sent from my MB860 using XDA App

I forgot to mention I actually did go to an AT&T store. They were the ones that suggested calling AT&T and Motorola and the first ones to say that it would be shipped out two days after it was received. I had the option of going to an AT&T repair center but the closest one was an hour away so I decided to do it by sending it in.

I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.

I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
Sent from my MB860 using XDA App

Bob Simons said:
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
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Oh dam, I wish I had known about that earlier.
Diesel984 said:
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
Sent from my MB860 using XDA App
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Hm... I'm gonna give that a try, thanks.

I've had devices swapped out, and all I did was call the main AT& T tech support number. This was on several Captivates and once on my wife's Inspire, although we found out after the Inspire didn't need it (unknown sources update problems).
In all cases I was offered an overnight shipping option at a small fee. I opted out, and in all cases my replacement was here within 3 days. Swap info, send old one back, done.
Sent from my MB860 using Tapatalk

I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.

ZyanyaMJ said:
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
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Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
EDIT: So I thought that it would be easier to just send it in instead of having to drive that far.

dreadlord369 said:
Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
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Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?

ZyanyaMJ said:
Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
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Yep, at least thats what the guy at the store told me.

So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.

ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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That was actually something I was thinking about doing. Also I did go to the BBB site but Motorola wasn't on the list, should I put it down with AT&T?
EDIT: Oh and nothing to assist me, AT&T and Motorola said I should be able to get a temporary phone while this repair was going on but I was completely denied.

ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
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Alright I just called AT&T and they actually gave me a 65 dollar credit, which is half of my bill. THANK YOU very much for that bit of advice. Also They also said that I should call back tomorrow when the warranty center is open and they should be able to help escalate this issue further. As for the BBB complaint, if AT&T helps me out even further then I'll let it go but otherwise I'll file a complaint.

I sent my atrix to motorola also for repair got it back in 3 days unrepaired so i called them and said the water mark is still white she when on to say it could be caused by humidity i freaked and said so all the atrixs that are in texas right now are going to be void because texas has had triple digit reading for well over a month she was dumb founded and said let me escalate this higher sent me an overnight label and they have now had it for 9 days so who knows if it gets fixed this time they have the worst rating in customer service and repair...This will be my last Motorola phone

Sorry for your bad luck. Generally moto makes good hardware. All companies have lemons. What is sad is moto falls under the list of companies with general bad repair service. The only company i know of that has pretty good service overall is htc, but that might change since they're going to be more strict on warranty because of bootloaders.
I voided my warranty.

Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.

dreadlord369 said:
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
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Ok thanks for the heads up if nothing happens by tomarrow thats just what i will do

Well... I just found another issue.... No computer is able to recognize the phone. I've tried three different computers and I've tried installing the proper drivers and still, all I get is the "USB Device Not Recognized" error on all three. Time to call them back...

probably is driver. reboot phone and computer.

RMA issue of "ebay" Nexus 4!

I was not lucky like many people here who got their phone on google play with regular price 390$, I just got my 16 GB on ebay with 475$ few days ago. But right now I want to RMA cause of some problems : rattle speaker, yellow spot. I hear that google wont be responsibility for non google play nexus 4, buyers from another sources need to contact directly to LG... is that true. Anyone know google customer service number or LG ? please help ! Your advice would be apprieciate

I don't get this post
Sent from my Nexus 4 using xda premium

ptt1404 said:
I was not lucky like many people here who got their phone on google play with regular price 390$, I just got my 16 GB on ebay with 475$ few days ago. But right now I want to RMA cause of some problems : rattle speaker, yellow spot. I hear that google wont be responsibility for non google play nexus 4, buyers from another sources need to contact directly to LG... is that true. Anyone know google customer service number or LG ? please help ! Your advice would be apprieciate
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Really? Not to be rude, but maybe try using Google next time.
This is what the Google Play store will tell you:
The Nexus 4 is manufactured by LG. LG provides a limited 12 month warranty for the Nexus 4. Please refer to the warranty card in the Nexus 4 packaging for additional details.
If your Nexus 4 was purchased from Google Play, please contact Google customer support for service on the LG limited 12 month warranty.
If your Nexus 4 wasn't purchased from Google Play or you're looking for out of warranty repair service, please contact LG directly.
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http://support.google.com/googleplay/bin/answer.py?hl=en&answer=2840748
Here's LG's support page with warranty and contact information: http://www.lg.com/us/support-mobile/lg-LGE960

ptt1404 said:
I was not lucky like many people here who got their phone on google play with regular price 390$, I just got my 16 GB on ebay with 475$ few days ago. But right now I want to RMA cause of some problems : rattle speaker, yellow spot. I hear that google wont be responsibility for non google play nexus 4, buyers from another sources need to contact directly to LG... is that true. Anyone know google customer service number or LG ? please help ! Your advice would be apprieciate
Click to expand...
Click to collapse
Log into Google Play through your N4.
It should then pop up in your account as your device.
Report the Issue.
What's the problem?

What is not to get. The op bought from eBay. He wants to know weather to rma to Google or to LG.
As you cannot know If it's bought from Google or a reseller your only option is to rma directly to LG. Visit there website and check their rma process
Sent from my EndeavorU using xda app-developers app

I am having the same issue I requested RMA cause of ear piece I told them it was a gift they emailed me saying we want the info of the person who purchased it. I got the name order # and email of the eBay seller and emailed them three days later still waiting on Google to say something
Sent from my Nexus 4 using xda premium

Lt.Tealc said:
I am having the same issue I requested RMA cause of ear piece I told them it was a gift they emailed me saying we want the info of the person who purchased it. I got the name order # and email of the eBay seller and emailed them three days later still waiting on Google to say something
Sent from my Nexus 4 using xda premium
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Nice job scamming Google

ptt1404 said:
I was not lucky like many people here who got their phone on google play with regular price 390$, I just got my 16 GB on ebay with 475$ few days ago. But right now I want to RMA cause of some problems : rattle speaker, yellow spot. I hear that google wont be responsibility for non google play nexus 4, buyers from another sources need to contact directly to LG... is that true. Anyone know google customer service number or LG ? please help ! Your advice would be apprieciate
Click to expand...
Click to collapse
Is the speaker rattling or do you hear something when you shake the phone? The camera can make some noise when you shake the phone.
But if you hear distorted noise from the speaker, then okay.

I happen to be in the exact same boat as the OP - got a phone with a really funky earpiece with crackling during calls, to where the crackling doesn't go away unless the volume is lowered almost all the way down. And I've been around phones and electronics enough to know that this is most definitely a defective speaker (also the calls sound perfect when listening via earphones or headphones, so the problem is with the speaker all the way).
I just got off the phone with Google to see about the possibilities of doing a return like the OP suggested, saying that I bought the phone off of "my friend" who got lucky and bought an extra on launch day. The rep said I would have to have my "friend" (i.e. the eBay seller) put in for a return/replacement, have the return label sent to me so I can send it in directly, and then have a new phone sent back to me directly. But this really isn't doable for me, because I can't afford to be without a phone for any period of time. Sooooo, basically I think I'm screwed here, at least until the phones are available once again through Google Play and/or TMobile, at which point I could purchase one from them and return this defective one in its place, thereby avoiding not having a phone for any period of time. I'm seriously sick to my stomach over this, this blows.

joeski27 said:
I happen to be in the exact same boat as the OP - got a phone with a really funky earpiece with crackling during calls, to where the crackling doesn't go away unless the volume is lowered almost all the way down. And I've been around phones and electronics enough to know that this is most definitely a defective speaker (also the calls sound perfect when listening via earphones or headphones, so the problem is with the speaker all the way).
I just got off the phone with Google to see about the possibilities of doing a return like the OP suggested, saying that I bought the phone off of "my friend" who got lucky and bought an extra on launch day. The rep said I would have to have my "friend" (i.e. the eBay seller) put in for a return/replacement, have the return label sent to me so I can send it in directly, and then have a new phone sent back to me directly. But this really isn't doable for me, because I can't afford to be without a phone for any period of time. Sooooo, basically I think I'm screwed here, at least until the phones are available once again through Google Play and/or TMobile, at which point I could purchase one from them and return this defective one in its place, thereby avoiding not having a phone for any period of time. I'm seriously sick to my stomach over this, this blows.
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This is how Google RMA works
First, you do not need to ship your phone until you get the replacement.
the catch
they place a hold of the value of the device (minus the taxes and shipping) on your cc , once you return the defective device it will be removed.
the problem you have
you got it from fleebay and am pretty sure the seller would want a hold of 349 on his card (assuming you got a 16gb) for you.
resolution
wait for the parts to show up on fleebay and change the speaker on your own.

My rattle is coming from a slightly lose volume rocker button. Check to see if it's just that that's doing the rattle.

munchy_cool said:
This is how Google RMA works
First, you do not need to ship your phone until you get the replacement.
the catch
they place a hold of the value of the device (minus the taxes and shipping) on your cc , once you return the defective device it will be removed.
the problem you have
you got it from fleebay and am pretty sure the seller would want a hold of 349 on his card (assuming you got a 16gb) for you.
resolution
wait for the parts to show up on fleebay and change the speaker on your own.
Click to expand...
Click to collapse
Nope, here's what's gonna go down (and I know how Google RMA works), but my particular situation is actually a bit different from the OP. See I originally purchased an N4 on launch day, but had to send that one back for a refund (screen issue). At the time I didn't even think - and it wasn't offered to me - that replacements were available, given the fact that everything was sold out everywhere. So at that time I just opted for the refund, and knew I would then look to purchase on eBay. I then purchased the phone that I currently have from eBay, and it turns out that this one actually has earpiece speaker problems (my luck sucks!). But, given that my original order had been received by Google but not yet refunded, I called Google and asked about switching my "refund" into a "replacement", which we have done (arrival of the phone in a couple of weeks). So now the rest is very easy - I will receive the new phone, then call the request a return/refund for it, and send the my defective earpiece phone back in its place. And before the usual douches come out of the woodwork to make their comments on "ooh you shouldn't do that", might I please remind of what a horrible time that myself and so many others have had with this friggin N4 experience? In light of that, I really don't give a crap and don't care one bit. Its time to look out for #1 for once. :good:

joeski27 said:
Nope, here's what's gonna go down (and I know how Google RMA works), but my particular situation is actually a bit different from the OP. See I originally purchased an N4 on launch day, but had to send that one back for a refund (screen issue). At the time I didn't even think - and it wasn't offered to me - that replacements were available, given the fact that everything was sold out everywhere. So at that time I just opted for the refund, and knew I would then look to purchase on eBay. I then purchased the phone that I currently have from eBay, and it turns out that this one actually has earpiece speaker problems (my luck sucks!). But, given that my original order had been received by Google but not yet refunded, I called Google and asked about switching my "refund" into a "replacement", which we have done (arrival of the phone in a couple of weeks). So now the rest is very easy - I will receive the new phone, then call the request a return/refund for it, and send the my defective earpiece phone back in its place. And before the usual douches come out of the woodwork to make their comments on "ooh you shouldn't do that", might I please remind of what a horrible time that myself and so many others have had with this friggin N4 experience? In light of that, I really don't give a crap and don't care one bit. Its time to look out for #1 for once. :good:
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I'm sure they'll notice that the IMEI and Serial Numbers don't match up to the unit they are expecting back.

Tony_YYZ said:
I'm sure they'll notice that the IMEI and Serial Numbers don't match up to the unit they are expecting back.
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I'm sure they will too, but do you think I care at this point?

joeski27 said:
I'm sure they will too, but do you think I care at this point?
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I am willing to bet that they will care. Plus they have your credit card number, so it's not like they won't be able to do anything about it.
Anyway, how you choose to conduct your transactions is a personal matter.
However, please don't get us in trouble and refrain from discussing fraudulent actions here in public.
Thank you!
Procceed on topic!

Why isn't anyone mentioning the fact that in order to place the request for an RMA unit you need to use the email address that the original Nexus 4 was purchased from Google Play with?
If you do not have access to the email address used to make the initial purchase you are screwed.
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joeski27 said:
Nope, here's what's gonna go down (and I know how Google RMA works)....
...blah blah blah blah blah ....
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That's not what is going to go down. You won't be getting a refund for the phone you purchased off eBay. That, I can assure you.

joeski27 said:
I'm sure they will too, but do you think I care at this point?
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lol, glhf!

Tony_YYZ said:
lol, glhf!
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Oh I will! :laugh::laugh::laugh: Looking forward to it!!!
---------- Post added at 02:53 PM ---------- Previous post was at 02:51 PM ----------
iridaki said:
I am willing to bet that they will care. Plus they have your credit card number, so it's not like they won't be able to do anything about it.
Anyway, how you choose to conduct your transactions is a personal matter.
However, please don't get us in trouble and refrain from discussing fraudulent actions here in public.
Thank you!
Procceed on topic!
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Click to collapse
Fair enough, you'll hear no more from me on the subject

Motorola has amazing customer service

So recently I have been noticing that my back button has not been working. I will go to press it and it will be unresponsive while the "home" and "recent apps" button and the rest of the touch screen are responsive. Went to motorola's support site and filled out a repair request. They overnighted me a phone (new in box, with a new charger and everything) and sent me a box and label to send my old phone (only, no box or charger) back to them. I am charged $0 for shipping and everything.
I got my phone on October 31st, not sure why the back button was not working but hoping I don't have the same issue on this one.
About the best customer service experience I've seen in a long time.

Mine does the same thing sometimes but only when on a charger. It's weird. Might have to see if Moto will help me out with that too.

Impressive. I did not have anywhere near that experience, in fact they wanted to put a deposit of $500 for them to regular mail me a phone prior to me sending mine back. As far as the buttons go, I've had that experience with this turbo and every samsung I've touched, must just be my fingers.

Had an issue with my turbo. Overnighted me a new one in box with all accessories. Told me to keep mine too. I had to do the security deposit of $500 but didn't care. Amazing customer service. They didn't pester me for receipts or anything either. Customer service is why I'll never purchase another HTC again.

same issue
I have currently that issue but it happens every once in a while and not so often. I found out how to get it working again right away. mostly happens to me when i browse online on chrome , so what I do is when i get no response i just swipe up and down the current page im on and then the button reacts once again.

Juliann826 said:
So recently I have been noticing that my back button has not been working. I will go to press it and it will be unresponsive while the "home" and "recent apps" button and the rest of the touch screen are responsive. Went to motorola's support site and filled out a repair request. They overnighted me a phone (new in box, with a new charger and everything) and sent me a box and label to send my old phone (only, no box or charger) back to them. I am charged $0 for shipping and everything.
I got my phone on October 31st, not sure why the back button was not working but hoping I don't have the same issue on this one.
About the best customer service experience I've seen in a long time.
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Click to collapse
That's fantastic news. But I was wondering why you went to Motorola and not Verizon? Does motorola do brand new and Verizon does refurbished? I'm probably one of the rare ones that actually doesn't mind refurbish phones because in my mind it's been inspected more times? I don't know lol

mw3kgt said:
Impressive. I did not have anywhere near that experience, in fact they wanted to put a deposit of $500 for them to regular mail me a phone prior to me sending mine back. As far as the buttons go, I've had that experience with this turbo and every samsung I've touched, must just be my fingers.
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I had to put a deposit as well. I had them put in writing that if when they receive the phone they "claim" physical damage I will receive a phone call or email from them and then have the choice to either:
1. Pay for the "repair" of my phone
2. Pay the $500
3. Have them ship back my old phone with shipping box/label for the one they sent me (I will not be charged shipping)
zathus said:
That's fantastic news. But I was wondering why you went to Motorola and not Verizon? Does motorola do brand new and Verizon does refurbished? I'm probably one of the rare ones that actually doesn't mind refurbish phones because in my mind it's been inspected more times? I don't know lol
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I bought the phone off contract and I don't have an insurance plan on it (Verizon screwed me on that). I don't like Verizon's customer service, it's horrible. Plus, in this situation they really have no obligation to help me since I bought the phone full retail.

Agree with Op.
Ask for the White Glove dept too.
---------- Post added at 11:57 AM ---------- Previous post was at 11:28 AM ----------
zathus said:
That's fantastic news. But I was wondering why you went to Motorola and not Verizon? Does motorola do brand new and Verizon does refurbished? I'm probably one of the rare ones that actually doesn't mind refurbish phones because in my mind it's been inspected more times? I don't know lol
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I do not believe Vzw FRUs come from Motorola. My current xt 1080 Maxx FRU was my upgrade by the white glove dept.
Packaging of the moto FRU is unique.
No bad HW either.
Vzw Frus are notoriously bad.
---------- Post added at 11:59 AM ---------- Previous post was at 11:57 AM ----------
http://forum.xda-developers.com/moto-x/general/fyi-dim-screen-moto-white-glove-t2753559

aviwdoowks said:
Agree with Op.
Ask for the White Glove dept too.
---------- Post added at 11:57 AM ---------- Previous post was at 11:28 AM ----------
I do not believe Vzw FRUs come from Motorola. My current xt 1080 Maxx FRU was my upgrade by the white glove dept.
Packaging of the moto FRU is unique.
No bad HW either.
Vzw Frus are notoriously bad.
---------- Post added at 11:59 AM ---------- Previous post was at 11:57 AM ----------
http://forum.xda-developers.com/moto-x/general/fyi-dim-screen-moto-white-glove-t2753559
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I'll keep that in mind next time I have a issue. Ive had pretty good luck with Vzw but sounds like moto is the smarter choice.
Sent from my XT1254 using XDA Free mobile app

After returning two handsets to verizon, in an attempt to solve the volume problem, i decided to just do an RMA with Motorola after reading this post. Each of the two times i appemted to get a replacement from verizon, they sent me a refurbished phone in worse condition. And, in the end, it appears that my issues was software related and fixed, and i would have been fine with the original. Presently, I am stuck with a device that has a worse volume problem, as well as a dent. Thanks verizon. So, hopefully Motorola comes through.

You're lucky you got good service. I have had an insanely bad experience multiple times dealing with an accessory of theirs.

Any way to tell if a phone is refurbished or not? I just got my replacement and I am curious to find out

Moto X returns, worst customer service.

Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?

Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.

_MetalHead_ said:
Seems pretty standard for an online purchase to me. Keep in mind they are probably dealing with more than usual due to the holiday season. I buy crap online all the time and on the rare occasion I have to return something, 2 weeks is pretty much the standard time frame to get the credit but sometimes it takes a little longer. Nothing out of the ordinary here. Amazon would be the sole exception. They usually get refunds credited back in under a week.
I've dealt with Motorola's customer service on more than one occasion and have had nothing but positive experiences.
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Yes that's why I tell people if YOU can try buying your products in stores with cash. That way any issue or you not liking the product you get will either get a swap right then and there and you can check it before you walk out the store or get your money back right then and there boom done deal...

5-10 business days is the standard time limit for a card transaction refund to get processed through the provider, IIRC. You could well get the refund in less time.

You'll be very lucky if you do get it in 5-10 business days. When I ordered my first one, I got it for ATT by mistake and it took a month and a half to get my money back from Motorola. There are tons of stories on how bad their $$ department is. I just finally got mine from ATT and called it a day.

samomamo said:
Hi, I requested a refund for my Moto X and received a return label on the December 29, sent the phone by UPS and the received it on the December 30, it took until the January 9 for them just to process in the system so they can refund the money. I called customer service and they told me its going to take another 5-10 business days just to receive the refund. This is the worst customer service I have seen. Does anyone had good experience with them?
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Let me know how it goes for you! They received my Moto X December 15th and I still haven't been refunded. After talking to multiple people I have heard different stories. Someone said Moto Can't refund me since I didn't buy the phone from them (I did). Another said they refunded me already, supposedly before I even STARTED the process. Today a manager said that they already did everything on there end and it was Motorola credit who needs to refund me now, but after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
I love Moto products, but I will never buy anything from the website again, its all local or Amazon for me now.

if you ship anything back to Motorola, you can hand it to a Fedex/kinko's employee to get a receipt with a tracking number. You'd be a fool not to do this. if i'd skipped that step i'd be screwed right now. Here's why:
i called motorola on the 2nd of january to ask if i could wait until my second replacement phone arrived (on the 3rd) to ship them both back at once. they said this would me fine and that i had nothing to worry about.
then i recieved this email on the 6th.
>>
Dear [removed by me],
Your malfunctioning phone still has not arrived at our Moto Care service center.Please use the pre-paid label that arrived with your replacement phone and ship back to us ASAP to avoid being charged for the replacement phone.This is the final reminder before you're charged the amount of the your security deposit + applicable taxes. If you're having trouble sendingyour phone, please contact us at (800) 734-5870 Monday- Friday from 7AM-10PM, Saturday- Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
Note: A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above.
<<
so i called, and in my case i had returned two phones, so i gave them two tracking numbers. the lady informed me that my phones were both received on the 5th and that the email was a mistake and i would not be charged.
-but then on the 11th, i received this:
>>
Dear [removed by me],
Hello. Since we did not receive your malfunctioning phone at our Moto Care service center within the allowable time period,You will see this charge on an upcoming credit card statement. Please do not attempt to return your malfunctioning phone at this time.If you have any questions please give us a call at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number: [removed by me]
Thank you,
Your Moto Care Team
A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided above
<<
there was no amount on the email, it just said i "will see this charge".
so angry, i called back to get an idiot that couldn't understand english, said "what" constantly and made me repeat everything to the point that the people around me could not stop laughing... so i hung up and called back. the second guy was much better. definately Indian, but that's fine as long as we can understand each other. he said Motorola had one of my two returned Moto x 2014's marked as a Moto G. He corrected that for me and then yesterday, the 12th, i received this email, twice:
>>
Dear [removed by me],
Good news! Your device has arrived safely and is in our hands. We hope you are enjoying your replacement device.
If you need any help or have questions, give us a call. We're standing by at 800-734-5870 Monday - Friday from 7AM-10PM, Saturday - Sunday 9AM-6PM CT.
Serial Number : [removed by me]
Motorola Tracking Number (RMA) : [removed by me]
Best Regards,
Your Moto Care Team
Note - A robot sent this, so please DO NOT REPLY. Instead, use the contact information provided.
<<
my credit card statement is a weird mix of motorola charges and refunds right now.
01/13/2015 MOTOROLA MOBILITY LLC Merchandise -$696.88
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/13/2015 MOTOROLA MOBILITY LLC Merchandise $136.56
01/12/2015 MOTOROLA MOBILITY LLC Merchandise $546.25
^all those show as pending, and I'm still waiting to see how this plays out. something will change. the way that reads i've only been charged $121 total for the two replacements.
without that tracking number though, i'd be in a world of hurt since they mislabeled my returned phone as a moto G.
---------- Post added at 09:07 PM ---------- Previous post was at 08:54 PM ----------
draco259 said:
They received my Moto X December 15th and I still haven't been refunded........after talking to them they said they haven't received the refund authorization from Motorola, and I should give it ANOTHER month...
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you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.

rob342 said:
you definitely should not give it another month. at a minimum you should contact your credit card company and at least discuss this with them so there is a record of your problem. personally if i were waiting for a refund that long i would have my credit card company get my money back. last time i had a similar issue, it was with a bum seller on amazon, and i was told to wait to file a dispute. i don't like waiting for idiots, so i called Chase and got my money back in about 5 minutes.
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I would, but it is through their credit service, so they don't seem to crazy about doing anything on their end. As of now I have not made any payments on it though, and informed them that I wont, since I haven't had the phone in my hand since the first week of December. They now admit that they have the phone, but still wont tell me anything about the status of the return.

I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).

Mes3 said:
I returned my Moto X last week. Never got an e-mail saying that received it (they did though, per FedEX tracking). Hopefully this **** doesn't take forever. I plan on calling Monday and seeing whats what. Too bad I used their CC to purchase it, but I imagine the bank the card is issued through could help it things get out of hand (well, hopefully).
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might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***

2003vstrom said:
might be in for ride, I returned my Moto X 2014 back in Nov. and they received it on Nov. 26th and it took until Jan 4th to get my refund, it was a total cluster F***
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The lady on the phone when I did the RMA said it could take 3-4 weeks. I talked to an agent online and they said it was already processed. Buuuut no refund has been posted. So, who knows. Its hard to believe their CS is this terrible/slow.

I think people can be passive in till it happens to them then let the flames post fly!
For me to be able to order a great phone, design it on Moto Maker, wait with excitement and in a week have a great phone and a pretty amazing customer experience!
But for me I was sent 2 phone instead of one so I had to return one and then I had a screen glass break a few weeks later and they made a new Moto X then I had to return the broken one. Both returns just as bad as the other.
What is frustrating is you dealing with a state of the art process on the design, build and buy process. But the return, customer support return process is a mess.
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
When I get to other departments in US I am treated OK and follow up is good.
Motorola cant learn from Amazon! Had a return and Amazon had a UPS driver to my house next day with a return label ready, advance the credit before they even got the item back and follow up one they have the item.
Take care of your customers and the customers stay loyal to the brand.
That is why Amazon is Amazon.

T&C said:
3rd party out of country call centers make the returns a train wreck, agents have zero common sense, lack the ability of problem solving and just have no real thought process.
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This is so true. I had to do an exchange of a device I purchased with a Cyber Monday code due to a leather back adhesive issue. First the Indian rep told me the return policy was 14 business days, which of course it is not. Then she insisted there was no way to do an exchange for the same price since the code had expired. I pointed out on their website they have the instructions for a secured exchange but she said it would not work because of the code.
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
T&C said:
When I get to other departments in US I am treated OK and follow up is good.
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Yeah, you have to ask to be transferred to the US reps.

JulesJam said:
So I asked for someone in the US and was transferred. Of course they could do the exchange at the Cyber Monday price.
Yeah, you have to ask to be transferred to the US reps.
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i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
if its not on the script that they read they do not know what to do.

gammite said:
i did not know we could ask to be transferred. my god dealing with overseas reps is a nightmare.
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Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.

JulesJam said:
Ask if you can speak to someone in a higher level of customer care - they transfer you to the US.
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my 85th call to customer care just was answered by a white lady in wisconsin. she was very nice and easy to deal with.
but back to reality.. i can't even begin to explain how much i hate calling these people. now that i've finally been emailed that i'll be credited, it's for the wrong amount.
they say 3-5 days to get my money back, now 7 days later, they send me this:
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 409.69 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
<<
that WOULD be great, but they dont need to refund me $409. they owe me $546. not to mention that's 546 i just paid interest on because my credit card statement was issued on the 28th. and i've been arguing about this since december now.
i'm like the easiest going happy go lucky care free person you'll ever meet, unless you're like these mototards. next time i break a phone i'm buying a screen online and fixing it myself. i don't even care if it costs more than having them fix it. it'll be faster and far less effort than dealing with these people.
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.

rob342 said:
i would advise anyone with a broken screen to send their phone in and wait instead of doing the "advanced replacement option" -they suck. there's just too many people involved in too many different countries to make it a smooth and painless process.
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My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.

JulesJam said:
My experience was just the opposite of yours. I mailed back my Moto X 2014 with the messed up leather back on day 10 and by day 15 I received a credit.
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well I must admit, i'm a bit jealous.
i received this email today, and now i dont know if im getting the $406, or the $136, or hopefully both, as that's the amount they owe me. if they can't figure it out by friday i'm just calling capital one to get my money refunded. i LOVE the phone, but definitely not the customer service. i've wasted hours on a simple credit that was supposed to happen automatically.
>>
Hello Robert
Thank you for contact Motorola in regards to your refund for in the amount of 136.56 We apologize for any inconvenience this has caused.
Your case has been submitted to our financial department. As soon as we have a resolution we will contact you with a confirmation email.
Should you have any questions or need any further assistance, please reply to this email or call us at 800-734-5870 . If calling please mention your incident number.
Thank you for contacting Motorola and have a wonderful day!
Sincerely,
xxxxx
Order Administration Liaison
<<<<
-which was their response to my telling them that the refund amount they listed is wrong in my message below
>>>>
Customer By Email (Robert xxxxxxx) 01/31/2015 05:26 PM
Hello xxxx.
I’ve already been charged 136.56 twice, which is correct since I have returned two broken phones.
The other charge of $546.25 is what the refund amount should be. $546.25, not $409.69.
If you only refund the 409, that would mean I paid the 136.56 three times instead of twice.
I have included a screenshot of my capital one statement so you can see the three charges that have posted to my credit card account.
please let me know if you need any additional
information from me.
sincerely,
robert xxxxxxx
708.xxxxxxxx
==================== image File Attachment ====================
Capture2.JPG, 98249 bytes, Added to incident

i took it up with my credit card company now. it's been over a month and a half trying to deal with motorola. my credit card company thanked me for my detailed record keeping and i got my refund instantly. i kinda feel like a **** because i REALLY LIKE motorola, but in the end it's my money they're playing games with. i'm nice, but im not a fool. i'm not going to pay interest on $546 two months in a row. they also refunded the $19 interest charge.
again this all started because they mistakingly marked my returned bamboo moto x as a moto g. ever since i been getting passed around from department to department.

Ridiculous Google Pixel RMA Experience

Hello,
I've owned a pixel device for about 2 months now and had started to experience issues with the battery life, standby battery drain and phone shutting off at about 20 percent each time. So I call up google support and explain these issues to them. They agree to replace the device for me. Having purchased the device from a retailer other than google I did not have the option to advance RMA and had to go with the standard one.
On 15th of Feb, I received a mail with shipping labels and other RMA details. On 22nd Feb I send in the phone which they received on 27th. Google is yet to acknowledge this through any mail but their support team over the phone assured me that the phone was received.
Initially, I was promised that a new or refurb phone will be dispatched immediately after the tracking details were updated. Google never met this expectation and so I call them up regarding the same and I was told that it could take 5-10 days for them to process the RMA. At this moment I requested them if they could do anything to expedite the process but they responded negatively every time and told I have no option but to wait which by the way is still the same answer I get every time I call them.
After 10 days passed I hadn't yet received any mail or updates regarding the new device, so I call them up and question the same to them, to which they replied that they need to escalate the case and that it would take them another 48 hrs to resolve the issue. It has now been 4 days since and google still has no idea where my old or the new phone is and they tell me to have patience and wait for the back end team to reply. I must have now spoken to at least 10 representatives and they all give me the answer that nothing can be done about it and that make me feel as if I shouldn't have gone in for the RMA in the first place. I've even requested them to send me back my old faulty unit but refuse to do even that as they don't have the authority to do that.
After reading online, I wasn't shocked to find that am not the only one who has faced such an issue. But what shocked me was that the person hadn't received a device for 50 days and was going to court to file a complaint. Am scared that I don't become a victim of poor google after sales service and have to go to the extent of going to the court.
Edit : - Ok. So I've just gotten off the phone with another representative and he has informed me that I should wait for at least another 48 hrs. So that makes the total turn-around time of about 20 days. That is if they happen to resolve the issue this time.

About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.

I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone? I read about another guy who experienced the same thing and he had to call his creditors and whoever else automatically deducts from his account, because he didn't have the funds to cover his bills. I'm sure theres a lot of people out there who can't cover that even for a few days, or at all. What if you only have $400 to your name?
I dont see why they they dont do like everyone else by sending you the new phone and waiting until they get the old one before they decide to charge you for it.
---------- Post added at 10:50 PM ---------- Previous post was at 10:47 PM ----------
UnusualSuspect said:
About two weeks ago I RMA'd my wife's Google Store Pixel (it had the dead-mic-and-speakers disease), and it was smooth as silk.
Refurb was immediately shipped to me via Fedex 2-day, and as expected they placed an auth against my credit card for the cost of the replacement. I shipped back the defective unit three days after I received the refurb.
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Mine had that problem. Dead mic, speakers, couldn't make calls, but mine was also really laggy. It was strange because I called my boss in the morning (the day my phone took a dump) and a couple hours later it just stopped working for no reason. Is this a known issue? Has anyone pinpointed a cause?
EDIT: Ok so I just read up and apparently a solder joint/circuit can split disabling all sound and audio processing. Which makes sense, because I couldn't even makes calls using a bluetooth heaset

That stinks. I had a replacement phone in less than 48 hours from the time I sent my old one via FedEx.

magnumtripod said:
I like the part where they say in order to get a replacement phone you need to enter your card info, but you wont be charged....just a hold of some sort. So, you enter your card info, submit the order and then they charge you the entire $700+. So you're out of a ton of money until they decide to give it back. You'd think as soon as they receive the old phone they will release the funds back to your account, but before I even received the new phone,4 days later, they gave me my money back. I didn't even send them the old phone, so WTF was the big idea in holding my money if they were just going to give it back before even receiving the old phone?
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I just thought I'd fill in some info about credit cards - nothing actually useful for the main problem this thread is about.
More than likely it was actually a "pre-authorization". A pre-authorized charge effectively puts whatever amount on hold and appears as if it's just a normal transaction. In actuality, unless the company who made the charge (Google) takes action, a pre-authorized amount automatically falls off your credit card after up to 5 days or so. I'm not an expert on this, and I don't work in the credit industry - just from working lots of retail, which I don't do anymore, either. So basically, Google didn't control when the charge no longer appeared on your card, and it only would have remained on your card if Google took further action "solidifying" the pre-authorized amount. There's probably a better explanation but as I said, I'm no expert.

Hello
i am a pixel owner,i live in Greece but the device is bought from USA.So i don't know what to do if something goes wrong with the device.
I make a research but i can't find an email or something else to ask google what to do.Does anyone knows how i can find from where my device is bought?
Thanks in advance

For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.

mikeprius said:
For warranty reasons is it best to always buy directly from Google ? I just got mine from Google Store.
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Yes.

I hear all these stories about RMAs, shipping in your phone, and the entire hassle of packing it up, taking it to a shipping center and hoping it makes it there,etc, i honestly hope I do not have to go through any of that. It sound like a pain!
For a short time last year i tried out an iPhone, and there is nothing like being able to walk into the store, buying it, and having someone there to answer your questions. When I decided not to keep it , i simply took it back, told the dude 'its not for me right now' , got an instant refund on my card and literally did not get drilled on exactly why I was returning it. From the time I walked out my door to the time I got home about an hour ish of my time and hassle.
I like Google stuff, and i really like my Pixel, no issues at all with it, but that Iphone buying experience is what Google needs to meet or exceed. I know we are living more and more in an online world, but Google needs to figure this out FAST, or they will not be able to compete with that kind of customer service and support considering the cost of this thing and all the drama I have heard about people returning it. I highly doubt you would get a run around and be made to wait if there was a Google store like an Apple Store.
Its about the customer service/support for buying a very high value item and not being treated like a turd from what it seemed like the OP is being treated.

Actually no alot of us enjoy never having to walk in to an Apple store, most of the time you have to have an appointment or wait an hour in my area. Google support has always been above and beyond here but I deal through project fi, they have excellent customer service. Far beyond Apple Care and cheaper imo.