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I never, ever get a resolution when I call them. I just lose 15-20 minutes of my life I can never get back....
My phone came in with blemishes on the white back cover. They wanted me to send it in and fix it. There was no way I was going to send in brand new just to have service done. They forced my hand and I threw it in their face with a smile. I just kept saying no to every scenario until I was compensated for their lack of professionalism. Then I told them how I wasn't offered a case and how it would cover up blemish. From there they offered me any case on their site. I choose the Commuter per their recommendation, and plus I hate the plastic screen protector on the Defender. And unlike some other folks, I have the order number and email confirmation for the Otterbox Commuter.
So just like your mom said, "Just say no (to drugs)." But in this case, to their refusal to bend. Make them bend over for you.
Sent from my Galaxy Nexus using xda app-developers app
overthatscreen said:
My phone came in with blemishes on the white back cover. They wanted me to send it in and fix it. There was no way I was going to send in brand new just to have service done. They forced my hand and I threw it in their face with a smile. I just kept saying no to every scenario until I was compensated for their lack of professionalism. Then I told them how I wasn't offered a case and how it would cover up blemish. From there they offered me any case on their site. I choose the Commuter per their recommendation, and plus I hate the plastic screen protector on the Defender. And unlike some other folks, I have the order number and email confirmation for the Otterbox Commuter.
So just like your mom said, "Just say no (to drugs)." But in this case, to their refusal to bend. Make them bend over for you.
Sent from my Galaxy Nexus using xda app-developers app
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Click to collapse
Lol good for you, but normally if you got a messed up phone you send it back for repair, just like they requested.
BladeRunner said:
I never, ever get a resolution when I call them. I just lose 15-20 minutes of my life I can never get back....
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Click to collapse
I used their live chat because one of my promo codes wasn't working. The rep wanted me to try and get another code and I was like "I can't just get another promo code after the registration is over". Then she told me the code wouldn't work because I had made a Moto X with a natural (bamboo) back. I figured this could be the case even though it wasn't listed as an exemption on the email I got with my code. I then check back to the thread here where I had signed up for the code and see a lot of people who had gotten a wood back with the code. They lied to me to get rid of me in a way. Now I'm considering calling them up and explaining this,but I don't know if this will do any good.
I actually had a decent experience with them. I couldn't get the bootloader unlock website to work for me and sprint allows the bootloader to be unlocked. So I had to call customer support to get it. I talked to a lady in the philippines, she was thrown off a little by the fact that I speak some tagalog but she escalated the call one level and a ticket was submitted to the developers with my IMEI number, just a few hours later I had the unlock code for the bootloader in my e-mail inbox. No complaints here.
Try posting on their forums. It did alot for me! I got the attention of Wendy who set up my RMA and gave me a code to make a new one for free.
I think their customer support is actually pretty great. I got a $20 code from them and actually chatted back asking if I could get a case instead of the code and they sent me a $50 code.
trainplane3 said:
Try posting on their forums. It did alot for me! I got the attention of Wendy who set up my RMA and gave me a code to make a new one for free.
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Click to collapse
Yeah I had the same experience, got Wendy through the forums and she was able to put in touch with some helpful people. They agreed to send me a free JAX headset as compensation.
i had problems too but fortunately i solved by myself
I think their customer support is superb! I received an air grip case which came out of the box scratched. I called about it and they said to keep the scratched one and they would send me another one. They sent me the air jacket case by mistake and I had to call them again to let them know. They said to keep that case and they are sending me the correct case. 2 free cases hassle free other than a couple of short phone calls.
My walnut back moto x had discoloration on the screen and they are sending me another one no questions asked. Their customer support alone has made me a Motorola fan for life.
I just had a great experience with customer service. My SIM card rattles in the tray. I sent an email explaining the problem and within 10 minutes had a response. Within one hour I had a tracking number.
Sent from my XT1060 using XDA Premium 4 mobile app
trainplane3 said:
Try posting on their forums. It did alot for me! I got the attention of Wendy who set up my RMA and gave me a code to make a new one for free.
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Click to collapse
Which forum please? I'm pushing a month now with their customer. I called two days ago to but get a RMA cause of the customer service and got the run a round for 45 minutes.
Moto X
+1 on which forum. I got my brand new Dev Edition with multiple screen scratches. Customer service seems not to care when this phone should never have been shipped ... now it's like oh "I'm sorry about that" and I'm supposed to lose the $100 discount to boot. No way to treat a customer. Woodside probably saw where things were headed and jumped a leaking ship.
Here: https://forums.motorola.com/hives/a440c30711/summary
Sorry about the slow response. Just make a discussion thread and wait. It took about a day after I posted it for Wendy to come to my rescue.
Here's my thread in case you guys were curious: https://forums.motorola.com/posts/8b45f81a93?commentId=762667
trainplane3 said:
Here: https://forums.motorola.com/hives/a440c30711/summary
Sorry about the slow response. Just make a discussion thread and wait. It took about a day after I posted it for Wendy to come to my rescue.
Here's my thread in case you guys were curious: https://forums.motorola.com/posts/8b45f81a93?commentId=762667
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Click to collapse
Thank you done already. Received an email from her about three hours ago. Fingers are crossed
Moto X
ghostt021 said:
Thank you done already. Received an email from her about three hours ago. Fingers are crossed
Moto X
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Click to collapse
She'll help you out well. Just give her time because it is the weekend. Then again, she kept in contact with me over last Saturday and Sunday.
trainplane3 said:
She'll help you out well. Just give her time because it is the weekend. Then again, she kept in contact with me over last Saturday and Sunday.
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Click to collapse
Thank you sir. Wendy is my hero. Should be getting the developer's edition soon.
Moto X
Mayze23 said:
I think their customer support is superb! I received an air grip case which came out of the box scratched. I called about it and they said to keep the scratched one and they would send me another one. They sent me the air jacket case by mistake and I had to call them again to let them know. They said to keep that case and they are sending me the correct case. 2 free cases hassle free other than a couple of short phone calls.
My walnut back moto x had discoloration on the screen and they are sending me another one no questions asked. Their customer support alone has made me a Motorola fan for life.
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Click to collapse
The first time I did a return I did it through online chat and had no problems . the second time I did it over the phone and the service was just as good maybe even a little quicker.
I've returned three devices and had nothing but good service. Their chat is pretty responsive. And someone phoned me to walk me through a moto maker order that wasn't working.
Sent from my XT1053 using Tapatalk
ghostt021 said:
Thank you sir. Wendy is my hero. Should be getting the developer's edition soon.
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Click to collapse
I got my issue resolved after some serious head banging ... before I knew about Wendy. But right after my situation got fixed via Matt, I came across a guy having a similar replacement issue on a Dev Edition, got him in touch with Wendy ... on the SAME afternoon she fixed the issue for him that he'd got spun around for a week+. Wendy for the win!
So a few days ago my phone fell off of my bed and landed screen down on the wood floor and shattered the screen. I simply went to motorola.com , clicked on get help->returns and repairs. and selected request a repair. I filled out the form and selected damaged display, and put a brief explanation of what happened. With in an hour i received an email saying that since it was my first issue they would replace the phone for free! Within another hour i received another email with a code to use on moto maker. I created a new phone and used the code. They even said reply to this email with your order number, and we will make sure to put rush shipping on it! They also sent me an email with a fedex label to send in the broken one. Crazy awesome customer service. Im not sure if this has been posted before but, I had to share it!
Wow that's very nice from Motorola
Sent from Moto X
superkeest said:
So a few days ago my phone fell off of my bed and landed screen down on the wood floor and shattered the screen. I simply went to motorola.com , clicked on get help->returns and repairs. and selected request a repair. I filled out the form and selected damaged display, and put a brief explanation of what happened. With in an hour i received an email saying that since it was my first issue they would replace the phone for free! Within another hour i received another email with a code to use on moto maker. I created a new phone and used the code. They even said reply to this email with your order number, and we will make sure to put rush shipping on it! They also sent me an email with a fedex label to send in the broken one. Crazy awesome customer service. Im not sure if this has been posted before but, I had to share it!
Click to expand...
Click to collapse
Motorola provides this "one time replacement" as a service to anyone who has purchased a Moto X through MotoMaker.
jimmydafish said:
Motorola provides this "one time replacement" as a service to anyone who has purchased a Moto X through MotoMaker.
Click to expand...
Click to collapse
Would this apply to the Moto X DE as well?
cw18306 said:
Would this apply to the Moto X DE as well?
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Click to collapse
yes but a little trickier, but there is a process to get it replaced.
Happened to me as well, Moto has earned my business!
Did not seem that this is possible at least for the developer edition. The support teams are different for the MotoMaker and most of the Motorola Mobility staff for the DE were difficult to work with, recommending several times to "contact AT&T" as if they would help replace my off contract DE.
Sent from my XT1053 using xda app-developers app
How long did you have the phone? Does this only apply 30 days after purchase?
A man on a forum said:
How long did you have the phone? Does this only apply 30 days after purchase?
Click to expand...
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I've had it almost 6 months.
My wife is getting her Moto X replaced like this as well. She dropped hers, it landed on the back with a case on (the official clear case from Moto) and it broke the LED panel and digitizer, though the screen wasn't actually broke. I was very impressed with Moto's service here and the ease the process has been. We ordered her a new one today and will be sending the broken one back tomorrow. Good guy Moto!
HeroOfTime said:
My wife is getting her Moto X replaced like this as well. She dropped hers, it landed on the back with a case on (the official clear case from Moto) and it broke the LED panel and digitizer, though the screen wasn't actually broke. I was very impressed with Moto's service here and the ease the process has been. We ordered her a new one today and will be sending the broken one back tomorrow. Good guy Moto!
Click to expand...
Click to collapse
Yeah my wife broke her's as well. Same deal. Sadly I already ordered a DevEd to replace it. I like to keep a spare not 2 spares.
balaams_ass said:
Yeah my wife broke her's as well. Same deal. Sadly I already ordered a DevEd to replace it. I like to keep a spare not 2 spares.
Click to expand...
Click to collapse
Can you return the one you ordered and get a free replacement for the broken one from them?
vikramkhalsa said:
Can you return the one you ordered and get a free replacement for the broken one from them?
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Click to collapse
That's sorta what this whole thread is about. Apparently Motorola offers 1 free replacement for cracked screens. Who knew ? Not me before plunking down the cash on a DevEd.
Anyone try this with one ordered from AT&T
balaams_ass said:
That's sorta what this whole thread is about. Apparently Motorola offers 1 free replacement for cracked screens. Who knew ? Not me before plunking down the cash on a DevEd.
Click to expand...
Click to collapse
Yeah I know, I meant did you try to return the deved that you bought, and instead try to get a replacement for your broken one? is it too late? or maybe you could get your broken one replaced and sell one of them..
I believe it's only for moto x's from moto maker. Just chatted with Moto agent and would have to pay for a repair on at&t
vikramkhalsa said:
Yeah I know, I meant did you try to return the deved that you bought, and instead try to get a replacement for your broken one? is it too late? or maybe you could get your broken one replaced and sell one of them..
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Click to collapse
Oh sorry. No, I didn't try to return the DevED. I'll sell it outright or keep it as my spare and sell my S4.
But couldn't you not send the broken phone? Anyway, this is very cool considering that not.too many companies do that ( I know HTC does that for the M8 )
Sent from my G510 running CM 11
Do you think if my current non-DE moto x broke that they would let me get a dev edition if I paid the difference between the two?
sasoq said:
I believe it's only for moto x's from moto maker. Just chatted with Moto agent and would have to pay for a repair on at&t
Click to expand...
Click to collapse
What if you got the moto x from motomaker but got it with a two year plan from at&t? Will motorola still replace the phone if the screen breaks?
Hello guys, im pretty confused what i should buy,
HTC One M8 is the phone i want, but i hear the service centre is very bad like when the phone goes dead i doubt they will replace a new phone
Motorola moto X+1 is the last choice i have, idk about the service centre but i think theirs will be good,
I don't mind about snapdragon 800 or 801 and i don't mind the price between the two
I want a phone that will last a year and still in working condition
What do you think i should buy?
By the way i'm in India.
live16 said:
Hello guys, im pretty confused what i should buy,
HTC One M8 is the phone i want, but i hear the service centre is very bad like when the phone goes dead i doubt they will replace a new phone
Motorola moto X+1 is the last choice i have, idk about the service centre but i think theirs will be good,
I don't mind about snapdragon 800 or 801 and i don't mind the price between the two
I want a phone that will last a year and still in working condition
What do you think i should buy?
By the way i'm in India.
Click to expand...
Click to collapse
Any device should and will last a year+ if taken care of. If you have experience with devices not making it that long then you are doing something wrong. I'm not trying to be condescending or place blame, just stating that you should consider what you're doing to a device if you can't get a year out of it.
I've 3 phones in 5 years and never had a single service/warranty/repair issue. Went from Droid X to Galaxy Nexus to the M8 and every single one of them were unlocked/rooted/rom'd/modded and everything else I could do to customize it to me. But they always were in a solid case with a screen protector and I made sure to have a semblance of common sense when using it around water or other hazardous conditions.
I've only had the M8 for 3 weeks but it's taken a few drops and still looks brand new and feels solid. I just sold a 2.5 year old Galaxy Nexus for $120 because of the like-new condition it was in. If you take care of the device, it will last 2+ years easily and you'll never have to deal with a service center. You shouldn't have to base your purchase on how likely a device is to fail.
I think you should opt for the best. Nokia 3330.
beastly build
3+ days battery life
and who can forget , you can play snakes!
My Beer Belly said:
Any device should and will last a year+ if taken care of. If you have experience with devices not making it that long then you are doing something wrong. I'm not trying to be condescending or place blame, just stating that you should consider what you're doing to a device if you can't get a year out of it.
I've 3 phones in 5 years and never had a single service/warranty/repair issue. Went from Droid X to Galaxy Nexus to the M8 and every single one of them were unlocked/rooted/rom'd/modded and everything else I could do to customize it to me. But they always were in a solid case with a screen protector and I made sure to have a semblance of common sense when using it around water or other hazardous conditions.
I've only had the M8 for 3 weeks but it's taken a few drops and still looks brand new and feels solid. I just sold a 2.5 year old Galaxy Nexus for $120 because of the like-new condition it was in. If you take care of the device, it will last 2+ years easily and you'll never have to deal with a service center. You shouldn't have to base your purchase on how likely a device is to fail.
Click to expand...
Click to collapse
i do take care of my device just like you do, but incase my htc one m8 died out of nowhere thats the problem and the service of htc is bad in india, well thank you for the comment, i think i will buy the htc one m8
Thread closed,
Unfortunately device comparison threads are against forum rules.
Many thanks,
Ghost
Hello Friends,
My friend broke her Moto X (first gen) while walking.
Screen is shattered.
The phone is still in warranty though.
She lives in Pune, Maharashtra.
Could you guys please suggest some service center for the glass replacement ?
Thanks in advance.
kalpesh6331 said:
Hello Friends,
My friend broke her Moto X (first gen) while walking.
Screen is shattered.
The phone is still in warranty though.
She lives in Pune, Maharashtra.
Could you guys please suggest some service center for the glass replacement ?
Thanks in advance.
Click to expand...
Click to collapse
Try Motorola website moto care app.
As far as I know they don't replace screens for free.
They won't replace it for free. But there are 3 service centers I know. One is at JM road near Garware Bridge. Second is at Narayan Peth and third at Bund Garden road. You can get the exact location from Motorola support.
Thank you bro, will visit the shops you have mentioned.
They charge above ten thousand for screen replacement
Couple of days ago I preordered a handset so while waiting for it to come I have done customer service research and found something I came across with my Motorola that was virtually non-existing post purchase warranty service. I had my own case with M7 that I simply dropped the case after went forward sending my phone there and back for 2 times but the phone came back from repair centre crippled.
So today I found some repair centre story that in comparison to mine....well mine is a joke Guy went through 4 months of ordeal and zillion emails and without success. Lies upon lies. Ok that was in 2012. Mine case was in 2013. We all know HTC had nothing but a downward journey ever since.
I love what I see U 11 because of supperb camera and unparalleled audio experience in audio department BUT God forbid I will hate myself if anything goes wrong with phone and I have nothing but the trouble. Realistically HTC in red and last thing they can do is decent post purchase service I think they simply have neither infrastructure nor cash.
By the way in both cases phones were still covered by warranty and eligible for repair.
Tell me how was your warranty services in the last 1-2 years.
Thanks in advance.
I haven't sent any HTC phone for repair, but I did have an experience with Sony. I sent a phone for repair for few issues and the turnaround was pretty quick. It took Sony less than 2 days to repair/replace parts and send the phone back to me. I do believe it depends who you talk to and who processed the repair ticket and such. Sometimes there are user errors where customer doesn't follow the instruction which were provided before sending the phone in. The other times someone from the support makes a mistake in the system and this results in unnecessary headache and confusion. I am thinking about picking up U11 and not worried about not getting post-sale support. It is the obligation of the manufactures to handle any warranty services as it is the responsibility of the consumer to pay attention to the rules of the warranty.
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
I've only dealt with HTC Chat customer service and I don't think anyone comes close to them. I've only had to send out my HTC 10 at one point because the lock/power button became really hard to press. Came back around two weeks later only to find that the camera lens wasn't lined up properly and so I was able to send it back again. Never had an issue at all either time.
janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
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Click to collapse
That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. NO I don't want to waste my life like those poor customers.
nebulaoperator said:
That is atrocious experience (consumeraffairs). Same as Motorola. A 1000 loop post purchase service set in the parallel world run by asylum house. Reason is not valid there.
At this moment I have 2 weeks till my phone deliver but I seriously thinking of cancelling my order and sticking to my Pixel. F**k NO I don't want to waste my life like those poor customers.
Click to expand...
Click to collapse
Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.
You're far more likely to find bad experiences of any company posted online, because why would anyone feel the need to post good experiences? I had to send my LG G4 back due to bootloop and it was a 10 day turnaround and I was happy with it... however I've also seen horror stories about LG warranty repairs as well.
I reckon I could find dozens of bad experiences posted online for EVERY smartphone manufacturer (and probably every major manufacturer of goods as well). Does that mean I'll never buy a smartphone? Of course not! You can try to minimise the risk of getting a bad experience if you like, by doing tons of research about who has the best customer service, quickest repair turnaround, etc. but why waste your life like that? Even going with a company that seems like it has the best service won't GUARANTEE that you'll get that great service!
If you're really that worried about breaking your phone then get a tempered screen protector, a heavy duty case, spray-on grip for your hands and pray every day! ?
Agreed a bad/good experience can be had by most. I almost pre-ordered but didn't in the end. I feel HTC did a good job with the 11 like the 10 but it's a sold double not the home run. Personally I'm waiting on the OP5, mostly because of the dev support. If I had an unlimited phone budget I would certainly at least take it for a spin.
Sent from my Mi Max using XDA-Developers Legacy app
Wow, I just googled for Apple warranty problems and can you believe that not everyone has had as good service as you? You probably can't believe it as you don't want to take the point that myself and others are trying to make - that your hours and hours of research on after sales care doesn't really mean that you'll definitely get great service every single time, whether it's Apple, HTC or any other manufacturer. But please, keep researching because I'll be enjoying my life in the meantime and being polite to people and respecting their opinions and experiences.
Oh, don't bother replying to me as you'll be wasting more of your time as I've unsubscribed to this thread now. Good luck with your search (and your people skills)!
@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.
janjan said:
Actually I had some issue with HTC customer service last year when I purchased my HTC 10. The charger stop working after 2 weeks and I mailed HTC service several times but they never answered me back. At the end I sold my HTC 10. But I am going to buy HTC U11 from a shop and not from any online store.
Consumer complaints about HTC..
https://www.consumeraffairs.com/cell_phones/htc.html
Click to expand...
Click to collapse
How would that make a difference if you buy from an online shop? Though Iv;e red someone did that in order bypass direct contact with OEM.
nebulaoperator said:
@aknotts415 This was mine experience. Legit one. I would not bring this but people like you ask for it. Simply go there and compare.
LG vs HTC. I am providing you two links one for each.
LG total of 19 reviews score is 2.7 https://uk.trustpilot.com/review/www.htc.com ( Though there ara other threads that have Bootloop issue all over G4 Nexus 5x)
HTC total of 227 reviews score 2.0. https://uk.trustpilot.com/review/www.htc.com
Again I am seeking people who had direct experience like me. That would be much easier for me.
Click to expand...
Click to collapse
Just to compare
LG https://www.consumeraffairs.com/cell_phones/lg_cell_phones.html
HTC
https://www.consumeraffairs.com/cell_phones/htc.html
Samsung
https://www.consumeraffairs.com/cell_phones/samsung_cell_phones.html
Apple
https://www.consumeraffairs.com/computers/apple_iphone.html
Sony
https://www.consumeraffairs.com/cell_phones/ericsson.htm
My point is they all rank bad on these complaint websites. People only go there to complain. U have every right from ur story to hate HTC and I'm not discrediting you it's just these websites are not realistic bases since there only for complaints
aknotts415 said:
Go look up any OEM on there, no one has good reviews. It's a site for complaints so that is all you get complaints. Compare also to Samsung, Moto, LG on that website they are all bad.
Click to expand...
Click to collapse
Agree. Only people that have bad experience will complain, but people that had no issues or had positive experience with customer service of any given OEM, won't post their positive experience info.
@aknotts415 the sole reason I gave you my links to trustpilot is there you can right positive review too. Make your conclusions here. Forget consumer affairs.
It's all about personal feelings and experiences.
I have always had HTC never ever a problem with it what so ever.
Great camera is key for me so I went for the LG G4.... Three times for repair!! What a nightmare phone. Great pics though.
So i have to say never a LG for me. Glad the U11 has the best camera. And I can rely on the great quality of HTC again.
But always keep in my mind it's a tech product.
I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.
Adam182 said:
I've had nothing but superb customer service/repairs from HTC, they recently fixed my HTC10 and I had it back within the week, same with my M9 the year before.
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Click to collapse
What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?
nebulaoperator said:
What fault did you have on the phone? Did the phone come back without any visible repair damage like body integrity ?
Click to expand...
Click to collapse
HTC M9 had small cracks on the corners of the screen bezel, and my 10 had a hot spot on the screen, both came back in the exact same condition only with the issues fixed completely.
Thread cleaned.
On that note, keep this thread on topic and post in accordance with the forum rules. If you have an issue with another member, kindly take it to PM, report them, or move on.
Cheers,
Magnum_Enforcer
FSM
@Adam182 Thanks!