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Hello All - I thought my experience ordering a Moto G LTE might save others some headaches. Here's the saga:
I ordered a Moto G LTE from Motorola's website on June 5th (they immediately charged my credit card). I received a confirmation email with a scheduled delivery date of June 10th. Come June 10th no phone, so I checked the order status. The Moto website stated the phone had not even shipped. I initiated an online chat via the website, explained the issue and the Moto rep stated that they were out of stock and it would be at least 4 or 5 working days before the phone would be shipped. Note that at this point in time the Moto website stated they were in stock. I told the Moto rep that I didn't want the phone (knowing that Amazon had them in stock) and told him to cancel the order. After 30 minutes of "I have to talk to a specialist" and "perhaps we can expedite the order" and other delaying tactics I still maintained that I wanted the order canceled. On hold for another 10 minutes, he came back on and said the order would be canceled and I would receive a confirming email within 24 hours. For reference I printed out the chat session. The next day when no email arrived I again checked status to find the order had been shipped. This would have been ok but I had already ordered one from Amazon, based on his assurance that the order had been canceled. Not needing two phones, and angry at being lied to by the Moto rep I refused delivery of the Moto phone. This morning I received confirmation from FedEx that the phone was returned to Motorola so I tried to initiate a return to get a refund. Can't do it - you need the IMEI number which I didn't have. So I called Moto. After reaching a Moto rep, giving her all my info, spelling my name several times, describing my problem, she said their system was down and I had to call back in two hours. Three hours later I called back, went through the same process and was told I would be placed on hold for two minutes while he looked into the situation. TWENTY MINUTES later he came back on, said he had to transfer me to a specialist. Another 10 minutes on hold and a cheerful Moto rep asked "how can I help you today". Went through the process AGAIN for the third time today and this time told him I would not be placed on hold, if I had to wait so did he. After 15 minutes of "let me look into this" he finally said he would process a refund within 10 days. We'll see - I plan on filing a dispute with my credit card company anyway just to be sure. So here's what I learned:
1. Don't believe anything a Motorola representative tells you.
2. Document everything. Ask them for an incident number. If you ship anything to them get a tracking number.
3. As much as you want to holler at the guy on the other end of the phone (or chat session) don't get angry with them. Motorola keeps these guys on a short leash and he is just following orders. Most likely he lives in a third world country somewhere (given the accent I suspect India) and knows there are hundreds of his countrymen who will take his place if he doesn't follow the rules. Besides it won't do any good - just be firm, polite and repeat any commitments he makes back to him for confirmation. Again, keep records of everything, including notes you take during phone calls.
4. Persevere - I do think they try delaying tactics to try to get you to give up. At one point in the chat session I was told that he needed to contact a specialist and it would take 20 minutes - did I want to hold? When I told him I refuse to wait 20 minutes he miraculously was connected within 30 seconds.
5. Try not to go crazy while on hold and listening to "Here at Motorola we're here to help. A representative will be with you shortly" for what seemed like a thousand times.
Am I recommending against the Moto G? Not at all. I bought the phone for my daughter and she loves it. What I am recommending is not buying from Motorola direct. Amazon has the same phone at the same price and if you are a Prime member two day shipping is free. Plus if you do need to return it Amazon is quick and easy. Tech support may be another issue, but I have no first hand experience so others on this forum would be in a better position to comment. Having dealt with AT&T tech support I doubt that Motorola could be any worse.
So that's my experience. Eventually I'll get a refund from Motorola, all that remains to be seen is how much effort I need to expend to get it.
Hope this helps.
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..
sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
NWKENT said:
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..
sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
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+1. People want everything immediately these days. Crazy world.
Have you even thought that if you didn't rush to order one from Amazon, while you didn't have a confirmed refund and what followed is only and only your fault?
"Don't make a deal with a money from a deal you didn't finish yet"
I just checked my order and I ordered from Motorola on the same day as you. I actually received mine on the 10th. When you are ordering a brand new device, you have to expect delays and misinformation from CSRs. The best thing you could of done was had a little patience and you would of received yours from Motorola rather quickly and before Amazon. I don't really see what Motorola did to you that was so wrong.
Reply
NWKENT said:
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..
sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
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My point was that 1) Motorola stated they would deliver the product on June 10th. 2) When they didn't, I initiated contact with them and first was told they were "out of stock, and when they stock up they will send the phone". They went from delivering it on June 10th to delivering it "when they stock up", so there was no specific date. It was only after requesting the cancellation they came back and said it would ship "in 4 or 5 working days". While I was on line with Motorola I checked the Amazon store, which said the phone was in stock. It was only after Motorola's assurance that the order was canceled did I place the order with Amazon on June 10th. I received the phone from Amazon on June 12th. The Motorola rep stated 1) they were out of stock, 2) it would ship in 4 or 5 working days and 3) the order was canceled - all of these statements were false. Patience has nothing to do with it - I don't like being lied to. But please feel free to disregard my experience and order direct from Motorola. My post was only intended to advise others of my experience and they can make whatever use of the information as they see fit.
Have a nice day.
liveroy said:
Have you even thought that if you didn't rush to order one from Amazon, while you didn't have a confirmed refund and what followed is only and only your fault?
"Don't make a deal with a money from a deal you didn't finish yet"
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So if I understand your post I should have waited for Motorola to refund my account? Even when they told me the order was canceled they stated it would be up to 10 working days before the refund was posted. So you advocate I should patiently sit and wait for two weeks for a refund, just to be sure they didn't lie to me, then order the phone from Amazon? Why would I do that for a measly $220? My daughter is enjoying her new phone (her old one was on its last legs) and I will eventually receive a refund from Motorola. The only question is when. Again, you may want to order from Motorola - go ahead. Doesn't bother me a bit. Personally I don't like dealing with someone that blatantly lies, and the Motorola rep made three statements that simply weren't true.
You should have just waited for "4 or 5 working days", IMO.
cjones00 said:
So if I understand your post I should have waited for Motorola to refund my account? Even when they told me the order was canceled they stated it would be up to 10 working days before the refund was posted. So you advocate I should patiently sit and wait for two weeks for a refund, just to be sure they didn't lie to me, then order the phone from Amazon? Why would I do that for a measly $220? My daughter is enjoying her new phone (her old one was on its last legs) and I will eventually receive a refund from Motorola. The only question is when. Again, you may want to order from Motorola - go ahead. Doesn't bother me a bit. Personally I don't like dealing with someone that blatantly lies, and the Motorola rep made three statements that simply weren't true.
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I didn't mean you should wait the whole period until the refund pops-up on your account.But you should have let some reasonable time to pass at least (3 days or so).Other than that, its your problem what you do with your money after all, even if you end up with 2 phones or w/e.
Perhaps everyone here is right. Had I known that Motorola's customer service group was this screwed up I would have waited the 4 or 5 working days, which would have actually been at least a week (assuming that wasn't another lie). Of course, if I had known they were this screwed up I wouldn't have ordered from them in the first place - which was the point of my original post.
I'm just letting people know of my experience, they can order from whomever they choose.
cjones00 said:
Had I known that Motorola's customer service group was this screwed up
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Actually, my experience has been quite the opposite from Motorola. Even so, I don't see what they did that was so wrong. You were ordering new hardware that hasn't been released yet. For them not to be able to give you an exact shipping time is not uncommon (even Amazon has issues with this). It seems the main problem is you just didn't have patience.
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.
I just want to share my sad story with you. I've been on xda for 7-8 years but I didn't want to use my other account. Hope you understand.
Mobicity, The Silence of the Lambs
original article by Mislav Bušić, via mob.hr
Last year, soon after the launch of Nexus 6, I ordered this device from a highly reliable British webshop called mobicity.co.uk.
At the time, they were taking preorders, and due to certain discounts, I managed to buy it at a considerably lower price than in any other store.
I had to wait for almost four months to receive the device I had ordered. To put it mildly,
I was impatient and angry – both at Motorola and at mobicity – mostly because of the lack of information I was getting from them.
However, I had no other choice but to wait patiently.
Finally, I got hold of Nexus and I immediately started a detailed inspection of the device. I ran an out-of-the-ordinary unboxing,
compared it to its main rivals, Note 4 and iPhone 6 Plus, and I wrote my review. My dear editor was so pleased with everything that he,
at the very least, wished for his own copy of the device.
In the meantime, we tested various other devices, and I used the Nexus 6 along with my Note 4. At the end of May,
there was a period of three weeks during which I completely stopped using Nexus. Due to circumstances at the time,
I was travelling a lot, so I placed the Nexus back into its original packaging, because Note 4, with its far better camera and battery life,
was simply a better choice when going on a trip.
Since I wasn’t using the Nexus, I decided to pass it along to my editor. Who doesn’t love “the smell of a new smartphone in the morning”?
Since I do backup of all my smartphones almost on a daily basis, I took the box and went straight to the post office.
At the counter, in the post office, I decided to double-check if everything was in place. What followed was utter shock and disbelief.
The battery of Nexus 6 was inflated like a pack of the cheapest crisps. The cover/lid came off and there was no point in sending the device at all.
In the pre-cardiac condition, I called Krešo, my editor, to explain the whole situation. I don’t know who was in a greater state of shock, him or me.
He, because he wasn’t getting his new toy, or I, because I had it and was now left without it.
Since unfortunately, Motorola doesn’t have a representative in Croatia at all, and mobicity offers no European guarantee,
I had no other choice, but to contact more-or-less all domestic service centres in the hope of finding someone who could repair my Nexus.
I decided to log on to mobicity’s webpage to contact their customer service, and I was again confronted with another unpleasant surprise.
My account, which I had used to buy dozens of other devices, had been deleted because it had been a couple of months since my last log-in and/or purchase.
At this point I was furious. I managed to get their customer service email address and I finally managed to explain my problem to them.
What followed was a dozen of emails during the next fortnight in which I tried to explain that the device was kept in a box, in a room, at room temperature,
away from the sunlight, turned off, with no contact to moisture or cosmic dust. In a nutshell, the conditions were more than perfect.
Finally we reached the conclusion that it wasn’t my fault that the battery got inflated.
During the following fortnight we exchanged yet another dozen of emails in which mobicity very politely explained that it would be best if I could find a service centre in Zagreb that would fix my device.
The biggest problem was the non-existence of a telephone contact with the personnel at mobicity so that I could explain the situation more efficiently and quickly.
Unfortunately, their support service is as prompt and effective as the Croatian judiciary system, so you have to wait for a reply sometimes even for a week.
Weeks went by and mobicity kept on insisting on issuing a €50 voucher which would, according to them,
make up for the mental pain and the cost of battery replacement as well as possible broken motherboard or whatever.
No matter how much I insisted on sending my Nexus directly to them to have it serviced, they persistently refused to accept it.
The main excuse was the somewhat strange ban on sending inflated batteries by plane across the European Union.
This sounds logical – the battery might explode and take down the entire plane.
After a few more emails, I came to understand that this ban applies to all types of postal services, not just air mail.
After I had realised that we cannot come to an understanding, I directed mobicity’s customer service to mob.hr, the web portal I work for.
mob.hr actually attracts 200,000 unique visits a month and we cover an area of around 20 million people and, in fact,
we are the highest rated daily blog on mobile telecommunications in ExYu.
Mobicity took this as a threat and almost refused any further cooperation.
Then I politely explained that a threat would mean writing an article in English about their customer treatment and sharing this article on all leading world web portals,
including those in the USA as well as those in the UK, featuring a whole lot of pictures, attached emails and a video in English ready to be uploaded on our YouTube.
Eventually we reached an understanding. They apologized and decided to accept my Nexus 6 and service it if I agree to remove the battery before sending the phone.
That is exactly what happened. I managed to remove the battery (which meant taking the whole device apart), and I sent the device to Great Britain.
I was patiently checking the tracking number and I saw that the package had been delivered on July, 23.
I thought that maybe they would contact me upon receiving the package, and since this didn’t happen, I decided to contact them.
It turns out that if I hadn’t contacted them, my Nexus would remain there for weeks without them knowing about the whole situation.
Didn’t worry about this too much as they assured me that the device would be serviced in a few weeks’ time, so I decided to wait patiently.
Days went by and the only contact I had with the service centre was the “well-organized” customer service. I kept reminding them and sending them emails once or twice a week.
Weeks went by, and so did the first month since they received my device, and mobiycity’s customer service still had absolutely no information about the status of my device – what’s its status,
are they still waiting for parts, did they notice some other misfunctions apart from the missing battery… as if they hadn’t received the device at all.
I kept sending them emails on a weekly basis until they finally responded. Six weeks after they had received my phone,
they replied that the device was being inspected by their technicians – which actually means that they were staring at it wondering where the battery was.
I was furious, but I managed to calm myself down and I contacted the European Consumer Centre (ECC). They informed me that, since the English are involved,
I can do nothing but wait. They were kind enough to offer help and they contacted some of their colleagues in London who might call mobicity and ask them to speed thing up.
In case mobicity turned them down, the story would end here since, legally, there is no time constraint regarding the servicing of the device!
After two weeks I was informed that the battery had been replaced and that the device was being further tested.
In translation, the servicer’s son got hold of it for free for another couple of weeks or even months to play games, and,
in case the battery doesn’t get inflated again after the kid tries all possible games on Android, I will be given my device back.
After 4 (!) months, I received absolutely no news about my Nexus. Dozens of emails, complaints and status requests went by practically unnoticed.
Mobicity sent me generic emails such as “soon”, “we still don’t know”, “we’re waiting for our repair centre to reply” and so on.
At this moment I wasn’t sure if I was ever going to get my device back or if it had been given to someone else as a wonderful Christmas present.
If someone did something like this in Croatia, we would be accused of being backward, uncivilised and incompetent. Since all of this took place in the UK,
the cradle of civilisation, it is perfectly clear that there are plenty of incompetent, uneducated and lazy people outside Croatia. Maybe if I hadn’t been cheap,
and if I had offered that PR person at the other side of the email some £10 bribe, maybe he would have checked where my Nexus was and would have told his colleagues to fix my phone.
At least, that’s how it works in Croatia, where you need bribe even to get your driving licence.
About 3 weeks ago, I threatened mobicity with negative feedback article, and gave them deadline till friday to repair my Nexus. Within 24 hours,
they said my device is repaired and waiting to be shipped. Guess what? They still haven’t manage to ship it!
So, to sum up, having a warranty is a wonderful thing without which you shouldn’t buy a device because you could easily have an accident as I did, no matter how careful you are.
Be careful where you buy your device and what kind of warranty it comes with. Well-known webshops are sometimes considerably cheaper than the local retail,
but they come with certain risks involved which you have to be prepared for. Your device will most likely be taken to be serviced,
but be prepared wait for it for a couple of months or even to lose it altogether. All things considered, we do not recommend buying from the mobicity.
This is the risk you run with all sites like this.
Also Admitting to having more then one account is an easy way to have both accounts banned.
Thread closed.
https://goo.gl/if4QOx
Amazon is apparently offering customers who bought Note7 accessories a full refund even if they’re outside the normal 30-day return window.
Someone was asking about this. FYI
Sent from my SAMSUNG-SM-G935A using XDA-Developers mobile app
I just got my UAG CASE refunded from amazon. In was past my 30 day return period.
Just says mine is outside the return window not eligible for return
Sent From My Galaxy Note 7
sharkattack99 said:
Just says mine is outside the return window not eligible for return
Sent From My Galaxy Note 7
Click to expand...
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You have to call them
Ah thanks I will be giving them a call
Sent From My Galaxy Note 7
Amazon may, but I'm unsure if third party sellers on Amazon will do it too, which is where all my cases come from. Upon filling in the form, it says it needs to get approval from the seller. I could call Amazon, but they wont be able to dictate what third party sellers have to do when it's outside the window.
svache said:
Amazon may, but I'm unsure if third party sellers on Amazon will do it too, which is where all my cases come from. Upon filling in the form, it says it needs to get approval from the seller. I could call Amazon, but they wont be able to dictate what third party sellers have to do when it's outside the window.
Click to expand...
Click to collapse
Third parties won't. I just tried and all sellers are refusing.
Also, in related information, if you bought any Spigen accessories directly through their site, they aren't taking them back either. I contacted them Wednesday and they refused. They gave a useless 20% off one item coupon though. Because, you know, I want to spend MORE money on all this mess.
I'm now contacting Samsung directly because at this point, I feel it's all their fault. I would never have bought accessories if I had known this would happen. Now, if I were returning the phone because I didn't like it or something like that (a voluntary return/exchange that was MY decision), then I'd take the hit. I mean, I can't even sell these cases now!
(I have 5 cases. I bought a few in order to swap them out or to have spares.)
Sent from my SAMSUNG-SM-N930A using Tapatalk
spexwood said:
I'm now contacting Samsung directly because at this point, I feel it's all their fault. I would never have bought accessories if I had known this would happen. Now, if I were returning the phone because I didn't like it or something like that (a voluntary return/exchange that was MY decision), then I'd take the hit. I mean, I can't even sell these cases now!
(I have 5 cases. I bought a few in order to swap them out or to have spares.)
Click to expand...
Click to collapse
Let us know how it goes. I have 7 cases (me and my wife together, but same situation, we like to swap them out) from various sellers and would like to have at least part of it back.
svache said:
Let us know how it goes. I have 7 cases (me and my wife together, but same situation, we like to swap them out) from various sellers and would like to have at least part of it back.
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Yeah, sure. I'll keep you all updated.
Not to be negative, but I feel like it's a long shot though.
No reply as of yet. Maybe by Monday.
Sent from my SAMSUNG-SM-N930A using Tapatalk
spexwood said:
Yeah, sure. I'll keep you all updated.
Not to be negative, but I feel like it's a long shot though.
No reply as of yet. Maybe by Monday.
Sent from my SAMSUNG-SM-N930A using Tapatalk
Click to expand...
Click to collapse
OK, well, I got an update. Samsung is refusing responsibility for 3rd party accessories, so I am now about $200 in the hole.
All I can say is that I REALLY hope a class action lawsuit comes out, because I'll be jumping on it like crazy in order to try and recover at least SOME of my loss. I was also considering getting a Note8 (or whatever it'll be called), but now, it has to not only be a good phone, but will need to brush my teeth, brush my hair, and wipe my butt in order to make me consider it. It's a shame because I loved the Note7, but they shouldn't be screwing their customers over like this, ESPECIALLY since it's their fault.
I'm going to try one last time with the phone number provided in the email, but from what it sounds like, this will do nothing.
Message from Samsung:
Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.
After reviewing your e-mail, I understand that you have purchased most of the accessories related to Note 7 and I see that you want the refund for them, I will help you with the required information.
I regret your inconvenience regarding this, the most disheartening is one of our loyal customer going through this type of ordeal experience.
I see that you have purchased the accessories from the third party seller, we don't know the information about them, I would like to inform you that you will get the refund when you purchase from the Samsung or with the respective carrier.
For the inconvenience with the exchange that you are all going through, we are offering all the customer's with incentives.
As a sign of our appreciation for your patience and loyalty, we are offering up to a $100 bill credit from select carrier or retail outlets if you exchange your Galaxy Note7 for another Samsung smartphone, less any incentive credits already received.
If you already exchanged your Galaxy Note7 device for another Samsung smart phone, you will receive up to a $75 bill credit from select carrier or retail outlets in addition to the $25 you previously received.
If you choose to obtain a refund, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.
I will help you with the link where you can refer the updated information of the Note 7.
http://www.samsung.com/us/note7recall/
I would like to inform you that your email has reached Samsung technical support department were we deal in troubleshooting with mobile devices and tablets. However, we do have a dedicated support team who will help you in this regard.
I understand how troublesome it could be, Please contact appropriate team with the contact number(1-844-365-6197 ). They will help you with the options possible.
I hope the above information is helpful. Please write back to us if you have any quires. We will be happy to help you.
Should you desire additional assistance, we invite you to access the web-link http://www.samsung.com/us/support/contact to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.
For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at https://www.facebook.com/samsungsupport.
Thank you for choosing Samsung products.
Sincerely,
Sravanthi.K
Another Update:
I called the number given in the email and ended up coming out of the call with even more frustration, but also some potentially good news, though we should all take it with a grain of salt.
First, I called the number and the girl on the other line said I need to power down my Note7. I told her that I can't because it's my ONLY phone (I don't even have a landline), and I have to wait until I can buy a replacement. She just said, "I understand, but because your safety is our concern... [blah blah blah]... you need to power down your phone."
So I repeated that this was my only phone and that I don't have a spare. Again, she repeated the "safety is our concern" line. So I added, "Ma'am, if I power down my phone, then that would mean that I will be without a phone completely until I can get a replacement. That means that if I have to call 911 in the case that I have an emergency, then I won't be able to do so, and I could potentially DIE."
This time she hesitated... then repeated the same line again. It sounded like she was reading a script too (which she most likely was, unfortunately).
Finally, I just said, "Well, I'm not powering down my phone until I can buy the LG V20."
She stopped LOL
So then she transferred me to another phone number, but was kind enough to give me the number in case I got disconnected. So she transferred me and I waited. And waited. And waited. After 1 hour and 10 minutes on hold, I just hung up and tried calling again. All I got was a message saying that the phone was not available and to try again later.
At this point, I'm obviously frustrated, so I call the first number again and this is where the good news with a grain of salt comes in. The lady said that there will be an addition to the Note7 recall, which will state what to do about accessories (though she didn't confirm whether it was for accessories bought through third parties). She could not give me a 'when' this would happen though. I tried pressing more details from her by trying to get a time frame for this addition (ex: within the next 1-2 months), but she would not give me anything, meaning that she really didn't know, or that she wasn't supposed to say.
So, at this point, I'm just going to wait until either a class-action lawsuit occurs, or this addition to the Note7 recall policy becomes live. I'm obviously not happy at the moment because as of right now, I'm still at a loss until something else happens, which is still only a possibility rather than a certainty.
EDIT: Oh, and II only say to take that info with a grain of salt only because it isn't 100% confirmed at the moment. I would definitely expect Samsung to do that addition to the recall because that will help them avoid a class-action lawsuit. It's just that if they do do something, they need to do something reasonable... not something like offer only 20% of each accessory's cost. I mean, at the moment, this $25 credit whether you keep using a Samsung device or go to another brand is bull. That's lunch money and doesn't cover all the time wasted on this mess (IMO).
Well seems I was partially lucky with Amazon's third party sellers, but I am unsure if that is because the items they allow me to trade are 1, still within the normal return window, 2, are OEM covers, or 3, they just have great customer service. The other ones (Spigen and VRS Design) were out of the window so I just let them be.. They may have allowed me to return them, but chances are slim.. I know I wouldn't if I was a seller.
i was able to return all of the items i bought for note 7. I had to do a chat and she gave me the link for my return label. 2 case and 1 usb c cable.
panday74 said:
i was able to return all of the items i bought for note 7. I had to do a chat and she gave me the link for my return label. 2 case and 1 usb c cable.
Click to expand...
Click to collapse
The usb c cable would have been good to keep as in all phones will probably have it in the future. Thats the only thing im keeping
Sent from my SAMSUNG-SM-N920A using Tapatalk
Story Time:
I ordered the Google Pixel XL 128GB (Quite Black) from the official Google Store online on April 25, 2017. The free shipping option put the device being delivered in the May 11 - May 15th window. I was okay with this as I was taking an international flight on May 16th and figured I would have the device by then. Shortly after my order on April 27th, 2017 I received an email stating that my device has been shipped and expected to arrive between May 11 - 15. This email provided a FedEx tracking number, which I closely monitored every day.
I watched as my phone slowly made it's way from Carol Stream, IL to Los Angeles, CA. Each day inching it's way across the country. It finally reached the FedEx facility in Los Angeles on May 3rd, 2017 at 4:42AM. I was pretty excited to see that it was probably going to arrive much sooner than stated. That was until I saw a status update on the tracking that simply stated "Delivery Exception - Future Delivery Requested". What? I didn't understand what this meant so I called FedEx on May 4th, 2017 and the gentleman on the phone told me he would check with the LA facility and ask them about the package. After a brief 10 minutes hold, he came back and told me that delivery exception means the delivery hub was busy and the package would be out for delivery that day (May 4th) by the end of the day.
I was satisfied and went along with my day only to find out by the end of the day that a delivery attempt was not made. May 4th came and went. May 5th came and went. No updates on FedEx tracking, and no attempted deliveries (I was home waiting for the delivery). I decided to be patient and wait until Monday morning to see if there was some update on the FedEx tracking. There wasn't.
I called FedEx first thing Monday morning and asked for some new info on my package. After being placed on another brief 10 minutes hold, I was told again that the package would be out for delivery by end of day and the rep asked me for the cell phone number of the delivery address so the driver has it. I provided it and again went along with the day waiting for delivery.
That was until I later refreshed the FedEx tracking and find this gem: 5/08/2017 - Monday 10:34 am Returning package to shipper
LOS ANGELES, CA Shipper requested shipment to be returned - Unable to deliver shipment - Returning to shipper
Okay. So I called FedEx again and asked another rep what happened and he dug a littler deeper for me and found out that a woman by the name of Donna from Ingram Micro made a request for the package to be returned to the shipper on the morning of May 5th, 2017 (this status was not listed in the tracking website). I asked FedEx for any contact info for this Donna at Ingram Micro and he couldn't help me. I set out on my own to dig for the info I needed and ended up finding a phone number for Ingram Micro support. I called and naively asked for Donna and was met with confusion. I told the rep about my issues but she was less than willing to help me out because I was not from Google. So I asked her kindly if she had some contact info at Google since it is nearly impossible to find a proper phone number online for support (even after you spend almost $1,000 on a phone). She was able to supply me with a phone number and I thanked her and went with it.
I called the number and reached a very friendly rep at Google and explained my situation (that the phone was being returned to the shipper and I saw no chance of it being re-delivered on time). She was caring and expressed her apologies but told me she is with the Google Play Store support but that she could transfer me to the Google Hardware Store people. I waited on the line for about 15 minutes before being introduced to a first level support for the Google Hardware Store. Again I explained my situation and the rep was looking at the FedEx info and told me "Sir, if you look, you can see it should be delivered by May 9th, 2017." I explained calmly to him that that is the expected date for the device to return to the shipper, not me. He didn't quite understand what was happening and he offered to call FedEx and ask them what happened. I waited for about 20 minutes and he came back and told me that FedEx didn't have any more info for him than what was on the tracking log.
He told me I should be patient and that he was confident that the device would arrive on time to me. I knew better and kindly asked him to speak to a manager to explain this more. He hooked me up with his supervisor and I went on explaining it to him as well. He was able to finally understand that the device was being returned without even one attempt to deliver it to me. He said there was nothing he could do until the device reached it's destination. He said his system would not allow him to cancel the order/ship a new device, etc. until it was no longer "in transit". He told me he would make a case number for me and put it on high priority and after the expected date of the devices return to Ingram Micro (listed as May 9th) he can help me get it straight and even ship a new device with the fastest shipping possible. He told me they would call me on May 10th and check the case with me.
They did call me today and I again received the same first level support that didn't understand the situation in the first place. He AGAIN told me that the device says it will be delivered (now somehow updated to May 12th (back to the shipper of course)) on time. I told him again to please go over the tracking log with me and pay attention to the part that says that the shipper requested the package to be returned back to them. He told me he understood now and he would check with Ingram Micro/Google Shipping and find out what happened. He called me back about 2 hours later and said he confirmed that the device was heading back to the shipping company and he will transfer me to the Google Shipping department to have them help me out.
- This story is almost over if you are still with me -
I was connected with the shipping department and the rep there told me he confirmed that it was on the way back to the shipper and he could go ahead and start a refund for me. I informed him that I did not want a refund right now and I just want the device to be delivered by May 15th as promised and to please figure out a way to send me another one with express shipping since they already know the original one was on the way back. He tried telling me that it was undeliverable and that his "security system" would not allow him to place another device in shipping until this one was back. I actually only now started to lose my patience. I told him how unfair this was. He made the mistake of informing me that if the device was lost in transit or even stolen, then he could then authorize another one to be shipped out.
I explained to him that this really was not logical that they now know for sure they are getting the device back and still won't ship another one. I ended up getting absolutely nowhere with this guy and he offered me the great deal of initiating a refund for me. He offered it like it was some kind of compensation. To be refunded for a device that I paid for and did not get... this was too good for me to pass up, so I took him up on his offer and agreed to the refund and expressed my deep feelings of frustration to him. At this point, I am not sure I will ever order another Google device from the Google store. I love Google. I always have. This was an incredibly disappointing experience and I have no idea what phone I am going to buy now since I had my heart completely set on this device.
TLDR; I ordered a $1,000 Pixel XL. The shipping company made some error and had it sent back to them before even attempting to deliver to me. Google support was hard to reach and offered no help except for a refund. Thanks Google.
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
kitila said:
To be honest I don't understand the point of this post besides the ***** moan and complain
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What's wrong with that?
Have a little empathy, sheesh.
Sorry to hear about the suck experience you had getting with NOT getting your phone.
kitila said:
To be honest seems to me you're just *****ing the ***** yes you didn't get your device but you got your money back so you weren't ****ed. To be honest I don't understand the point of this post besides the ***** moan and complain
Click to expand...
Click to collapse
If that is all you got out of that story, then you are just as bad as Google was during this whole ordeal.
Man I am really sorry that this happened to you!
That sucks. Mine was way over a month so I cancelled it and ordered from project fi. Got to my house in 3 days. And it comes from the exact same place.
Great read. It must have taken you a lot of time so thank you for the effort. I think you need to find a supervisor that will credit you for at least $100. Then buy another one and have them ship free expedited. Good luck. The device is worth it.
Sent from my Pixel using XDA-Developers Legacy app
Post best left for reddit.
Package probably didnt have a phone in it.
parakleet said:
Post best left for reddit.
Package probably didnt have a phone in it.
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What kind of stupid responses are these?
Sad for you.
Had the nearly the same with my daydream. As soon as I saw sent back to deliverer I called Google. And they just asked if I want a refund or another device. But in my case they sent it out on the same day. Maybe because of the lower price.
Well at least you got your money back in a timely manner. Human error happens, I wouldn't hold it against Google. Just make sure you go ahead and get the Pixel XL because it's an amazing phone! Now, deep breath... LOL
So just take refund and order again, seems like the easiest option...