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The story begins on October 26 (maybe a bit after). I go to the T-Mobile store in hopes of buying the ever-so-advertised White T-Mobile G1, but when I arrive they only have Black and Brown/Bronze. The representative at the store informs me of a "flaking" issue with the White they used on the phones, so they were being pulled. After some discussion we agreed that I can return at a later date, when the white G1 was available, and have my phone exchanged.
Some time near thanksgiving the white g1 was released, and I go to the store. the manager refuses to exchange my phone "simply over the color". I continued to explain that I was promised by a rep a white one, and he continues to ignore me (very professional )
After I arrive home, furious, I call 611 and ask them about exchanging. They inform me that it is not possible to exchange colors past the 14 day grace period (which was impossible considering the date I made my purchase.)
In conclusion, I am now stuck with this ugly black G1 and T-Mobile refuses to follow up with THEIR mistake.
I've emailed [email protected] the following email (somewhat just to bother them for being such dicks)
To whom it may concern,
My family and I have been loyal customers to T-Mobile for well over 5 years now. We still hold and cherish "antique" Voicestream sim cards from the days of our first cell phones. We constantly use, and love, every last bit T-Mobile has to offer. My brother and I have recently purchased the new T-Mobile G1. As a developer I am thoroughly enjoying the phone, and T-Mobile's great knowledgeable customer service of any question I may throw at them. I've enjoyed ever last moment with my G1 other than one slight defect. When I went to purchase my device, within the first or second week of the G1's release in Florida, they were advertising black, bronze/brown, and white. I inquired about the white devices, seeing how none were out for display any more as they were in a previous entrance, and was informed that due to a "flaking" issue with the paint that the white devices will be held and released at a later date. After thanksgiving, when the devices launched, I tried to go back to the store and get my black G1 exchanged for the delectable white beauty, and to my dismay was shunned by 3 different representatives. After becoming infuriated, I gave a call to T-Mobile customer support in hopes that someone may be able to resolve this issue. But alas, the representative informed that out of the 14 day grace period I had no chance of swapping my device for one of another color. This is insanity, why should I have to keep this dreaded disgusting device simply because of an unwritten rule that seems to be
holding me from my desire. If someone can please contact me about this issue and have it resolved please use the information provided below to do so.
Thank you,
Steve ***
Cell: ***
Home: ***
E-Mail: [email protected]
Account Owner: *** ***
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If anyone has any information, or is willing to trade / buy a G1 to help the cause, please post here or PM.
Gotta love brick and mortar employees. I would be surprised if that email does anything for you. This is exactly why I always ask for printed documentation for any non standard request granted by a business.
Wait....
You got lied to buy a sales consultant making almost min wage? Say it ain't so....
Should have gotten something in writing by a manager...
I doubt you will get much response, especially considering how long ago you purchased the phone.
The deal really was too good to be true- I don't know of any retailer that would encourage you to buy and use an item only to return it in used condition in exchange for the same model in new condition only in a different color.
^^im with you on that. But i have heard of the insurance company sending out different color g1's. so maybe if you lose it or something like that you might get lucky. Anyways you should have waited buddy.
Hey you never know. I got a bait and switch happen with xbox support one time. I sent back a media center remote and got back a DVD remote for the original xbox. They said that they dont have the media center one anymore. So I *****ed that the DVD remote was like 20 bucks and the MC one was a lot more. Well they agreed to send me 2 full games, and I could return them to a store to get my money back, so I agreed because they had no other option. Then they sent me the games in a cardboard sleeve. Boy was I pissed. I called back, and they said to bad. thats what you go. All the way up the support line. This went on for almost a year no less. From the time I sent my remote until they sent me the wrong game back. And the smart ass support manager was like if you dont like it you can contact Bill Gates. So I did, with the guys name. I sent a nicely worded letter to Bill Gates, and I got the full retail version of the games in a over night package. So big companies do tend to listen when you go to the boss.
Guess your stuck with the dreaded disgusting device i have lol
Well guys got a call back from corporate today and I'm getting my phone exchanged
They're shipping my device today, but charging my account. When I get my new device, I send my old one back and get the money credited back to my account.
Because my Nexus one had a dead/stuck pixel, I called H.T.C. and requested a repair. I sent it to them, and a few days later they said that they had examined it and determined that I needed to pay for the repair. I asked them why, and they replied that it was scratched and cracked.
Well, when I sent it to them, I had an invisible shield (a full body one, mind you) on it, and there nary a blemish on the screen. I told them this, and after a few days (and a couple more telephone calls), one of their managers had a technician examine it, found that it was fine, and said that they would fix it for free.
I received it on Monday, but didn't touch it until Wednesday because I was busy at work and waiting for the new invisible shield that I had ordered. When I used it, I noticed that they had removed the invisible shield, which I expected, but they hadn't fixed the stuck pixel! (Besides this, I had returned it to them with the original box, which they didn't send back to me)
So I called them last night and requested another repair. The representative asked me if they had charged my account for the shipping, and I answered truthfully that no, they had not charged me at all. I suppose that I am fortunate that they didn't, considering the other things they did. So now I am sending my Nexus One back two weeks after I returned it to them the first time, hoping that they will fix it properly, and without any argument.
HTC never charges you for return shipping. You only have to pay to ship it to them.
I am sorry you are having these troubles!
I successfully swapped my Nexus One due to a dead pixel within 3 days! I made a call on Day one at 11pm and by Day 3 at 8 am I had my replacement phone.
uansari1 said:
HTC never charges you for return shipping. You only have to pay to ship it to them.
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That's a bit crap, in the UK they email you a pre-paid shipping label.
I live in the U.S.A., and they sent me a prepaid shipping label. I'm just ticked off because I sent it to them, argued with them for four days, and they didn't even fix it, and two weeks later I need to send it right back. Plus it cost me another Invisible Shield.
Swap method is always better, faster, and easier. Plus, you get a new phone. Who doesn't love that?
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. .
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I think this is BS from HTC. I swapped my N1 after almost two months. They will put a hold on your credit card; if you can live with that the replacement is much faster than the repair.
I'll consider that if they don't fix it properly this time. I didn't want to swap it because of my engraving and the full-body invisible shield that I put on it, but if they don't fix it this time, I probably won't be willing to trust their repair department again.
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
I have a question. Did they release $28 after you got your 'repaired' phone?
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I had a dead easy time with apple and my wife's 3G and her 3GS ... you walk in with the broken phone, they demand £150 (ish) for the repair which is always your fault. They then do an estimate and if its expensive (ie > £150) they turn round and say it's BER (beyond economical repair) and offer to sell you a new one. If it's a cheap fix (ie cracked glass) they repair it and pocket the £150.
Now that is customer service!
Other issues such as the 3G problem on the iPhone where it cascades from 3G to Edge to GRPS to No Service and the only way to get it back is to either power off or switch to airplane mode and back. Took it into two phone shops and then the Apple store in London and their solution? Turn off 3G.
Although their best to date is a macbook which I hardly ever use stopped charging. Rang up and they said bring it in to the Genius Bar in 2 weeks. I did, they then said it's warranty expired yesterday (13 days after I reported the fault) and refused to touch it. Demanded to see the manager said they would do me a favour and look at it for free as it was only 1 day outside warranty. They checked the battery and it had been charged 37 times in a year. The guy said this was quite heavy use and was a years worth and I would have to buy a new battery! Queue one massive kick off in the Apple store, resulting in them begrudgingly fitted a new battery!
Or the iMac 24" ATI I bought that crashed all the time, they gave me 3 units before I read on the internet that it was a software issue. I started running XP and voila ... sorted. Apple rolled out a fix quietly without telling anyone a month or so later.
Yes Apple support rocks!
All modern companies support sucks in some cases ... get used to it. Sell a million units and if you get 99% satisfaction you will get 10000 unhappy customers. Give them a platform to shout on and voila!
I bet not everyone gets Apple support like I do, some people probably can't believe how good they are.
Anyway, enough ranting, I wish google would fix the screen calibration issue although I only need to dab the power button and unlock it to fix mine.
keet said:
They said that they couldn't swap it because it was too far (a few weeks) the purchase date. Maybe the person I spoke to didn't know what she was talking about. That's sort of my impression of the support division of the company, though I know I'm probably having an unrepresentative bad experience.
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HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
I was reading a survey in P.C. Magazine about customers' ratings of the service and product quality from companies such as Apple, Toshiba, and Hewlett-Packard. They rated things such as the frequency with which hardware was found to be faulty soon after purchase, how easy it was to have it replaced, and other such topics. Apple did rank first overall, and Toshiba ranked second. This doesn't surprise me, since I have a ten year old Toshiba Tecra 8100 that still runs fine, though I've fixed the screen hinges.
H.T.C. was not in their listing, and I had never dealt with their support before. I replaced my X51v's screen myself after having it for three years and getting some water damage (I also replaced the backup battery later), and that's working fine now. I'm kind of nervous now -- I half expect my Nexus One to come back with real scratches on the screen, or more dead pixels, or some other problem that it didn't have before. After they already accused me of damaging it last time, I sort of wonder what they might damage to do with it this time -- something worse than sending it back unfixed.
jin1207 said:
I have a question. Did they release $28 after you got your 'repaired' phone?
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Yes, they did; they didn't charge me any money.
dumbestcrayon said:
HAHAHAHAHAHAHA!! Having worked in multiple call centers let me be the first to tell you that it's hard to find intelligence or common sense in them. I work in a call center for AT&T right now and I do work for the Vice President and Assistant Vice President because nobody else knows what they're doing. As soon as they realized that I had common sense and knowledge of technology they took me off of the phone, gave me a raise and converted me from Contractor to Employee. I asked my Director "Why do you let the managers hire people who are so ignorant" His reply was "I'm paying them $17/hr, I don't expect them to think. We have the information and tools set in place to think for them. If I wanted them to think then I would hire people with a higher intelligence and I would pay them more. Instead, I have people like you come up with tools and other things to think for them"
So this is why I hate when people say "I called T-Mobile and they said..." because that means nothing. You can get a different answer every time because most of them don't know the answer because your questions are above their level of intelligence. Now, I'm in no way saying that every person who works in a call center is an idiot. I'm saying that a large percentage of them do not understand anything about what they're troubleshooting.
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dwl, classic!! Are you also saying any one with great talking skills can get the job as customer rep too?
keet said:
Yes, they did; they didn't charge me any money.
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Thanks, buddy. I can let mine go to repairing.
Hope you get what you expect
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
bobdude5 said:
I had much better customer service from Apple when I had my iPhone ..I'm getting really annoyed with HTC ...especialy with that multitouch issue..
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I would be careful saying anything pro apple on this forum, lol.
I have been pretty lucky with both of my htc products so far. My N1 is great and so was my G1.
keet said:
I sent it back to them last Thursday, of course, and received a message on Monday saying that they had received it. Today, I received another message saying that they had completed their diagnostics, and guess what my option was? Pay for repair, just like last time! I sent a response asking why and called them, but all the morons in their customer service department could do was 'escalate' it, so I just sent a complaint to the Better Business Bureau.
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By chance did they answer your question? or at least tell you the results of the diagnostics and how much they charging?
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Full story:
I'm a huge fan of Motorola phones. My first cell phone after High School was an old school Razr, and outside of a brief dalliance with a BlackBerry Storm (my first smartphone), every other phone I've had was made by Motorola. I got a Droid X soon after release in 2010, loved it, and replaced it 2.5 years later when it was showing it's age by getting a Razr Maxx HD on release day. Totally happy with the Razr Maxx HD... until it accidentally fell out of my pocket onto a rock in a parking lot and cracked the screen. Phone was totally functional still, including all portions of the touchscreen, but it had spiderweb cracks on it so I figured I'd get it fixed.
I was excited to see Motorola offers repair services for things not covered by the warranty. motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/91148/p/30%2C6720%2C8579/kw/ said it would only be $100 and they can do the lens replacement in (at MOST) 5 business days. It's such a routine repair that they had a separate price set up explicitly for it. So on Friday 04/19, I open a case, give them my credit card details, get an RMA number, and ship it via USPS the same day. I pay a few dollars extra to guarantee it gets there by Monday (4/21) morning (and to get tracking), figuring it should be repaired by that Friday (04/26) and I'd have it soon after that. Meanwhile, I reactive the almost 3 year old Droid X.
Then the problems start.
Monday, 04/22, USPS tracking confirms that the phone is received at 9:50am. I get an email from Motorola reminding me to send it in at 2:50pm, 5 hrs later. I figured it hadn't been processed yet. Tuesday (04/23) afternoon, I manage to check the status of my repair (with difficulty) at their website, and it shows it hasn't been received yet. Their website ( globalrepairtools.motorola.com/serviceandrepair/device/index/en-us/trackrepair/ ) has a LOT of problems, working extremely inconsistently, hanging in multiple browsers and sometimes even putting me through and showing me the status of a repair COMPLETELY unrelated to mine (even though I made sure to copy/paste my own RMA number). Wednesday (04/24), it still showed that my phone hadn't been received, so I called Motorola support (for the first time). After checked the tracking details, the representative confirmed it had been received, but had not yet been logged into the system, and said that the original 5 business day timeline was still likely going to happen. Friday (04/26), still no progress.
Monday 04/29, I call back, they note that according to their system the phone was received on 04/27, five days after it had been delivered, and that the 5 business day cycle actually only starts after it's logged into their system. I was assured that because they had records of talking to me on 04/23 and the phone had already been received then, they'd expedite the repair and I'd hear from them soon after with a tracking number for the shipment. Fast forward a couple of days with the same story (promise of an expedited shipment), on 05/03 I call back again and get told that, Lo and Behold, they were having some further "technical difficulties" at their repair facility but the phone should 100% be done by 05/08 (13 business days and 17 calendars days after it was initially received by Motorola), and I'd get expedited shipping from there. They said they'd send me a bluetooth headset for my trouble (something I don't particularly need). I emailed in a complaint to Motorola at this point, and whoever responded to the email simply said "I could see here that you already spoke with one of our agents from our Repair Team. They assured you that you will get your phone by May 08. We'll just have to take their word for it. I'm sure that they will expedite the repair from here. Our system is doing some updates that is why this happened."
Fine. 05/08 rolls around and I still haven't gotten any details... So I call back, pretty early that morning. They tell me (AGAIN!) that they had some problems at the repair facility and now have no ETA whatsoever when my phone might be done (they don't have any idea what's going on with it. My personal theory is they lost it), but they can send me a replacement Razr Maxx HD. I was OK with that option, but the rep says it will take 3-5 business days until I have the device, though he said it was more likely to be 3 than 5. That puts us at 05/15, right around when I had my family coming in for some big personal events, and I didn't want to be dealing with this then (and I wanted a phone with a functioning camera, while the one on my Droid X was broken).
05/10, I get an email that the order for my replacement Maxx HD was being processed. There was no tracking information in that email, though it did say there would be tracking information forthcoming. Now, for the bluetooth headset they mailed me the previous week, I got the email with the tracking # two days after the headset arrived, so I figured this would be a similar story so I should call in for a tracking # (so I could be home to meet the device when it arrived). Monday 05/13, call and there's no details. Still haven't received any email by Tuesday morning, 05/14 (4-5 business days after my conversation early on 05/08, depending on how you count it), so I call again to see if I could get a tracking number, and actually get a representative who says the phone is in a box at the warehouse ready to be picked up by FedEx. They say a tracking number would only be generated once it was picked up (which sounded strange to me). I call again near the end of business on Tuesday and get much the same story, where a second representative gives me the same story about it being in a box.
05/15 (5-6 business days after the replacement was ordered, 18 business days after Motorola received my original phone for repairs). The representative I get this time says there was some kind of mistake the previous day because of technical difficulties at the distribution warehouse and my order was in a status called "booking", but should be shipped within the next few days. I will admit I got angry at this point, but the agent assured me he had contacted the warehouse and it would only be a day or two till they got through the back orders. Note that at this point, they set some kind of flag so every time I call I start out at level 2 support. Which would be fine, except level 2 support has a minimum of a 35 minute hold time throughout the day, so I'd already practically memorized the entirety of Motorola's hold messages. The representative promises to call me back that day no matter what he hears from the warehouse people to give me an update. No call was ever received.
05/16 (25 calendar days after Motorola received my phone): I call again, get told that the phone was through "booking", was actually "picked", and was in a box and ready to be shipped that day. I call in between spending time with my family (who I see rarely) and different events I have to go to. I ask whether they actually talked to someone at the warehouse and got a confirmation that it would be shipped. That representative says she doesn't have any contact information for the distributor against an email address (say what?) but she'd be happy to send them (yet another!) email. She offers to escalate me to their "executive support", but it's already 4pm so they've gone home. I get a promise I'll get called back the next day.
05/17 AM: I call again, get told that it was still "picked", but would DEFINITELY ship that day. I ask if anyone has heard from the warehouse, the answer is no. I inquire as to possible Saturday delivery because it's getting dangerously close to when I'm actually leaving the state/country on a trip that I will need a phone for (because I've paid for a micro-SD card that I'll use abroad and it's my only planned way to keep in touch with my responsibilities back home), and get told by the representative it's probably not possible but I'll definitely get a call back later that day. I have some events planned that evening where I can't touch my phone, so he says he'll leave a VM or an email with details of any updates.
05/17 PM: I get a call from Motorola somewhere around 6pm and they leave a voice mail saying they saw I talked to someone that day already so they don't have anything to add. (say what?) Then I get an email from Motorola that has one word in the subject (HOTDELAY), and it basically says "please call us" and a different number than the one I'd been calling. So I call that number as soon as I'm able, get through to a supervisor for the repair team. Oh my, apparently the distributers warehouse was having further technical difficulties! Amazingly, that phone that I had been assured four (or was it five?) separate times would be shipping "that day" all week, wasn't actually in stock! They won't be able to ship me a phone until late June at the earliest. Needless to say, I flip out, saying that's completely unacceptable. So the supervisor says she'll call corporate and get back to me on Monday (05/20), since they'd already gone home and wouldn't be in on the weekend. She promises she'd call me by 1pm on Monday.
05/20 early PM: Wow. Supervisor actually manages to call me back around 1230pm and gives me the offer that Motorola will give me a Droid 2 as a loaner phone until they get the Razr Maxx HD back in stock. That's right. Not a Droid 4. Or a Droid 3. Or a Droid 2 Global. But the phone that is FOUR MODELS out of date and as old as my Droid X. Needless to say, I tell her that that is not an acceptable option, and the only thing that I'd accept at this point is for Motorola to reimburse me in full for the cost of a phone. She says she'd look into it.
05/20 later PM: I get a call back from the supervisor. Corporate has agreed to reimburse me for a phone. Hallelujah! I ask a few questions. It goes like this: "Will they reimburse me for the full value of the phone?" "Yes." "Will I be reimbursed all taxes and fees?" "Yes, of course, we will reimburse you all taxes". I should have gotten details of all this in writing, but I didn't think of it. I almost cry from joy to finally get this resolved. I go to Best Buy (because they don't have a charge to return phones and at this point, I'm skeptical until the check is sent) buy a phone for full price (because I obviously don't have an upgrade available for myself yet), fax them the receipt with my case number, name, and address written on it, and move on my merry way. I figure I'll call them later the next day to make sure the fax was received and the reimbursement is being processed. I was so excited because I was leaving for my multi state/country traveling on 05/22, and I was relieved to get this huge monkey off my back.
05/21 (the 1 month "anniversary" of Motorola receiving my phone): I get a phone call back from supervisor lady. She is incredulous that I somehow thought they'd reimburse me for a brand new full priced device. Apparently she meant they'd only reimburse me for the purchase price of the original device, so they want my receipt back from October and will only reimburse me for $250 (and for none of the VZW subsidy that I got by signing a new 2 year contract). I can only respond that I never agreed to such an absurd deal and that there is absolutely no way I'd accept 1/3 of the value of the phone that I sent in to be repaired as reimbursement. She says that's the maximum they'd consider reimbursing me, and that me buying a replacement phone myself was my own problem and that I should return it. I request to speak to her supervisor and eventually get forwarded to their corporate consumer advocacy office. Talk to someone from consumer advocacy who says they'd look in to see what they could do for me and we'd talk again later that afternoon.
05/21 PM: Individual from consumer advocacy calls me back. Says there is no way anyone would ever agree to reimburse me the full value of a replacement device, just the subsidized price I paid once. He acknowledges that the device is valued at much higher than that and that I only got that price through a subsidy I (for all intents and purposes) pay back through the contract I'm still liable for, but he says that is irrelevant for their purposes. I tried to escalate to an even higher level of support and get this resolved, but he refused, saying there is no one higher and that I had to take what he offered or leave it. When inquiring about another option (compared to getting reimbursed a fraction of the cost of the device), he changed the story regarding their stock of phones once again and says more will be in stock on 05/22. He also personally guaranteed that mine would be the first one out the door from that shipment. When I said I didn't believe him, he said that given my case history he wouldn't believe himself either, but I had no other choices. He said they'd ship it to where I would be on 05/22-05/23. After numerous complaints from me about the absolutely abhorrent service so far, he (begrudgingly) attempts to offer me another bluetooth headset. After my frank refusal of that, he finally offers to ship me a $100 google play card. All this time, he just patronizes me with "I understand your frustration", and no real apology on behalf of Motorola.
05/22: I get a call back from consumer advocacy. It turns out that no, in fact, there was no stock that came in that day. They offer to send me a Razr M until they can get more HD MAXXs sometime later the following month. I refused, and say (again) that the only option I'll accept at this point was reimbursement for a replacement device, because it's been a month and I'm leaving the country for a few weeks and don't want to deal with this. He says it's not possible. I ask who could make it possible and get told this is a policy of their finance department. He refuses to let me speak to the finance department, but puts me on hold and (lo and behold!) he says that he spoke with them and got approval to send me a check to reimburse me for the replacement. But because they're paying the full amount, I will not get a $100 google play card for my trouble or any other reimbursement. I should be thankful that they deign to pay me back for the device I sent them (and they lost somewhere). I make sure to get this offer sent to me in writing later that day.
05/30: They mail the check. Only took a week. I was amazed. I got it a few days later.
Lessons learned: NEVER utilize Motorola for any kind of repair services. A repair that I could have easily done in 30 seconds (if I could have reasonably gotten ahold of the part without having it shipped from Hong Kong over a period of 2+ weeks) was not only never completed, but ballooned into a whole saga.
I've considered filing a complaint with the Better Business Bureau, but I don't think they could do anything. I don't know what else I can do, so I'm also spreading the story to all the forums I know so people can be warned to not use their repair services. Would have done it earlier but I had the international travel and then a whole bunch of work to do when I got back.
Legal action for my time (I estimate I spent >20 hrs on hold/talking to Motorola) wouldn't be worth it, given that any attorney would charge more per hour than Motorola would ever offer me. To be honest, I'd have been satisfied if they had ever offered me a sincere apology, an honest update on the situation, or maybe even that (paltry) $100 that they had considered offering me but in the end took the offer back. I was over a month without a normally functioning smartphone.Instead, all I got was patronization, dishonesty that I'd get a phone back "soon", and a bluetooth headset.
If any of you are stuck down the motorola black hole, the biggest advice I can give is to call the consumer advocacy office. Insist you be transfered up there if you have to. They are also less than honest and less than useful, but they seemed to at least be able to contact the people that could do something. If they tell you something is not possible, don't trust them. Insist to find out who can make it possible, because it probably is. I'd post the number myself, but I don't know how much I'm allowed to.
Yup, this is exactly why I try to repair stuff myself instead of sending it in.
But thanks for sharing.
That's why I get the best buy warranty. 10 bucks a month but this is my 3rd phone. Each one has been free and taken no longer then a week.
Sent from my PACMAN MATRIX HD MAXX
That's why I take care of my electronics.
Not our finest hour...
Raryn said:
TLDR summary: Sent a Razr MAXX HD in to Motorola to have a cracked screen repaired with a guarantee that it would be done within 5 business days. For over the next month, I am continually lied to that I'd get a phone back within the next 1-5 days (depending on who I talk to), before they finally reimburse me for a replacement, well over a month later.
Really sorry to hear it. We (Motorola Support) are just recovering from a rough patch in repair, and looks like you had one of the worst experiences. It's not typical of our performance and we are working hard to get 100 percent back to our quoted turnaround time.
Again, sorry you had such a crummy experience.
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I was going to say I've read elsewhere of delayed repair times.
I am utterly shocked and devastated they were only willing to reimburse you for the subsidised amount! Who says you have an upgrade or access to one?!!
I am even scared to write about screen issues. My insurance company has a hard enough time keeping my model in stock and I can't afford to have $700+ temporarily out of commission.
Legal action... Maybe small claims court?
I would always remember never count on anyone for anything. You're bound to be let down and stressed. I can tell by the girth of your story you mean what you say.
It looks like Motorola read this. I'm shocked they didn't send you a free accessory or something to help compensate you.
I love this phone and its battery life and laugh every time my friends are tethered to an outlet. But all in all its just a cell phone and luckily you were even offered a loaner to begin with.
Fortunately this is not a story we hear every day and hopefully some xda members will chime in with their positive experiences.
Motorola please port webtop to this device!
Sent from my DROID RAZR MAXX HD
That is by far the worst experience I have heard of so far, and by all means if the customer has paid for the device and can prove so, should be entitled to a full refund or at least give the original phone back so the person can find other less stressful means of repair. That is simply unacceptable and Motorola should be held fully accountable if they are going to brand their name on anything. This story makes me upset even gees.
Razr HD
Eclipse V 1.3
Who said you were guaranteed to get it back in 5 days? Their website says 7-10 days after receiving it.
My experience with Moto service was OK. Not great. Just OK. I did get it back quick, 5 business days in fact. Their website and tracking are a pathetic joke for sure.
Like you, USPS indicated that my phone had been delivered but their system didnt show it. I contacted them and they gave me the same spill about the system having problems. I can accept that software systems can have problems sometimes so I wasn't to upset. I figured id give it a few days.
A few days passed and my phone still showed it hadn't been received. I called them and made sure (in a very respectful way) that i was very unhappy that they were having problems. They escalated my case and i talked to a new person. The new person gave me about the same explanation as the first person but assured me they would have it to me a max of 10 days from receiving it. Frustrated I accepted their excuse.
The next day it sowed as received in their system and that they were repairing it.
Two days later it showed as shipped. Funny thing was the "Shipped", emphasis on the "-ED", was for that day at like 1:00 pm. I got the notification that it had "shipped" like at 8:00 am. In addition to the fake ship date there was "NO TRACKING". I was thinking that those as shats marked it as shipped to appease me.
I was about ready to call them again but gave them a chance to make good. Then the next day it showed up all nice and shiny.
They did a good job repairing it. They replaced the whole frame, not just the glass. I know because there was a noticeable scuff on the top right corner that is no longer there.
This was actually for my sisters phone. She borrowed mine because here work requires here to have a phone. Anyway, she might not get it back. :cyclops: Ive quite enjoyed it the last few days.
That's horrible!
Good thing I saw this, I'll keep your experience in mind for if I ever need to get anything on my phone repaired. I can't believe you went through that much trouble. I quite am disappointed with Motorola at this moment.
DIY Motorola Repairs
My company, Simple Phone Trade, specializes in Moto repairs. If anyone else breaks a Moto device send me a message if you want a link to our manuals (XDA won't let me post URLs yet) or need direction with parts and tools.
We don't sell parts or tools and are unbiased/agnostic concerning wholesalers (not to mention experienced and knowledgeable).
Just venting.
When I ordered the VZW developer edition I also ordered a case.
When the order arrived I did not receive the case I received a headphone headband. Even the packing slip said this.
I called in and after 30 minutes on hold and 3 different reroutes I was told the case was out of stock so I asked for my money back. "That can't be done until Monday" they said:
Monday last week "45 minutes on hold, 4 reroutes and finally I get someone. Repeatedly I tell them I cannot return the case because I do not have it. 60 minutes later I get an email for return instructions for my case.
I call again 25 minutes on hold, 3 reroutes. I try to explain over and over again that I want my money back. Finally they agree.
7 days later I do not have my money back. I call again, 3 disconnects after holding 75 minutes on hold and 4 reroutes. Again the same story. They person seemed to get quite annoyed because I was expressing annoyance at the process. He promised I would receive an email confirming in 1 hours.
4 hours later and I have nothing.
:crying:
I'm on hold now to exchange my dev edition. For Some Reason i cant unlock the bootolaader
yes reps appeared to be very stupid when i called. 3rd time was the charm. try not to speak with woman there
Durkbeef said:
I'm on hold now to exchange my dev edition. For Some Reason i cant unlock the bootolaader
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Were you able to request the code from Moto's web site?
Well it's now 6 hours and I called back, of course I have been on hold for 35 minutes listening to the same message over and over and over and over and over again.
homemadehitshow said:
Well it's now 6 hours and I called back, of course I have been on hold for 35 minutes listening to the same message over and over and over and over and over again.
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After my experiences with this last 6 weeks.. YIKES! All I can say is GOOD LUCK!!!
Well I just had a tough time with their services as well. I just bought the Dev edition and it randomly reboots through out the day. I talked to them last week and they had me do a factory reset. Well it still reboots at random. Yesterday it locked up where I couldn't do anything with it for a few hours. I figured something must have drained the battery. After a few hours it finally powered back on and showed that battery at 83%. I have spent 1 and half on the phone today with them and a 1 and half last week troubleshooting this phone. I asked if I could return this unit and they send me another unit but would not. They will not give me the cyber monday sale price on it, but did offer to give me the standard Moto x for 150 off after they receive this one back. I tried explaining that I can't go a without a phone as my job requires after hours support. She suggested I find an old phone. I have to send this phone in and have it repaired by them. So I'll be out a phone for a week. They don't care.
Have you tried chatting live with a representative?
If you go to the link below, and click on 'Chat Live' - I was able to connect with someone in under a minute and they were pretty helpful with their information:
https://motorola-global-portal.custhelp.com/app/mcp/service/p/30,6720,8696//#/service
Just another avenue to try. Let me know how it goes
I did live chat with them last Friday and waited in queue for that for nearly an hour (with only 13 people ahead of me..) only to be told they couldn't help me on chat, I had to call their hotline.
I called that on my drive home work and was on hold for about 35 minutes before I talked to someone who told me I called the wrong number. He asked what number I called, and I gave it to him, and he said that was the right number, and he didn't know why I got routed to him. He transferred me and after about 20 more minutes, I got disconnected. I called back and was on hold until their support center closed at 7pm.
Calling back tonight on my drive home to see if I have any better luck.
Thankfully, I haven't had any problems with my actual device, but yes, their CS centers are a nightmare. I called in to find out why my device hadn't shipped yet (I knew it was probably because of the storm, but I wanted to hear if it was even actually ready to be shipped, or was still being assembled) because chat said they could not check that kind of thing. The guy on the phone was obviously just reading canned responses off of a script, and wouldn't just directly answer a question. I had to ask at least three times for him to just say, "Yes, that is correct," and confirm an assumption about my order.
My only "problem" was a case that was damaged when it arrived. Their chat acted like they were doing me a huge, big favor by sending me a replacement free of charge. Hey, it's not my fault that it was either a) sent out damaged or b) damaged in transit. Shipping claims are the responsibility of the shipper. Don't tell your customer that they're a "valued customer" but that you're going to make a big concession and offer to replace defective merchandise on a "one time only basis".
I bought a Moto G on 11/26, but changed my my mind later in the day. Unfortunately i wasn't able to cancel the order. I then ordered a Moto X which BTW I love. I then got a call from a supervisor who said she cancelled the G. So I received my X about 12/12. The next day I see my Fed Ex guy walking up to my door with the G that was supposedly cancelled. I refused delivery and sent it back to Motorola who received it 2 days ago, (Federal Express conformation). I just spent 45 minutes on the phone trying to find out about my refund. I was told even though they confirm receiving the phone back from me they have to open up an investigation on the issues which could take 10 days and then they would send it to a supervisor to authorize a refund! All I can say is WOW! Love the phone ...hate the service!
My biggest complaint with their "customer care" is that you can get 5 unique answers from 5 individuals, and then talk to them three days later and get 5 more unique answers from the same people. It would seem like there's no consistency or shared information between their departments, which is hugely frustrating, as you typically have to chat, then call, then be transferred, transferred again, and then promised a call back, etc. to get your answer. A chat rep should be able to tell me the status of my order the same as a call center rep. It should all be in a synchronized ERP system, not 8 different individual systems - this is Motorla (+ Google), they really should have the resources to do this.
Yep.
My last call ended with them saying they had finally got to the bottom of this and a refund would be issued. The next day I got the case in the mail Now the really weird part is that it turns out I really like the case so I'm just going to keep it.
They are truly hopeless. I hate that they make you take ages explaining a problem only to tell you someone else needs to deal with it. Then the same thing happens with the next person.
tonyguy2000 said:
I bought a Moto G on 11/26, but changed my my mind later in the day. Unfortunately i wasn't able to cancel the order. I then ordered a Moto X which BTW I love. I then got a call from a supervisor who said she cancelled the G. So I received my X about 12/12. The next day I see my Fed Ex guy walking up to my door with the G that was supposedly cancelled. I refused delivery and sent it back to Motorola who received it 2 days ago, (Federal Express conformation). I just spent 45 minutes on the phone trying to find out about my refund. I was told even though they confirm receiving the phone back from me they have to open up an investigation on the issues which could take 10 days and then they would send it to a supervisor to authorize a refund! All I can say is WOW! Love the phone ...hate the service!
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I'll give them 10 days to process my refund then I'll just call my credit card company. They truly are a mess in customer service!
laur3n.newm4n said:
My biggest complaint with their "customer care" is that you can get 5 unique answers from 5 individuals, and then talk to them three days later and get 5 more unique answers from the same people. It would seem like there's no consistency or shared information between their departments, which is hugely frustrating, as you typically have to chat, then call, then be transferred, transferred again, and then promised a call back, etc. to get your answer. A chat rep should be able to tell me the status of my order the same as a call center rep. It should all be in a synchronized ERP system, not 8 different individual systems - this is Motorla (+ Google), they really should have the resources to do this.
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This is 100% true and it annoys me to no end. The funny thing is, I now have 3 pairs of free earphones from them that they don't want back.
nforeses These
Their customer service is awful. I tried for weeks to cancel a phone order and they simply kept saying "it's shipping tomorrow." Now I have an extra dev edition phone. Argh. Thinking of putting it on swappa instead of the hassle of mailing it back (or worse speaking with their CSRs).
BTW...when does the verification nonsense go away for users? I can never read those captcha things... it's like looking at those boats in dots posters.
To update on my post from earlier in this thread: http://forum.xda-developers.com/showpost.php?p=48552145&postcount=9
I did get through to them (after another HOUR on hold) and was routed to the wrong department (again, twice), before finally being directed to someone who could "help". She explained that she would email me a ticket number and requested copies of the charge discrepancies. I was billed more than they stated I would be for my Moto X, so I was asking for clarification on the difference in the confirmation email and what was charged to my account.
I sent the requested screen shots showing the differences and never heard back. It will have been a week tomorrow, and I'll be following up then.
Well, I got an email back from them just now and they offered me either a $25 Play Store credit or a pair of SOL Republic Jax headphones in a color of my choice (the ones they have on their website under Accessories). I've never used that brand, but a coworker said they make good headphones. They're MSRP is $39.99 (which is more than $25), and I rarely buy things on the Play Store (maybe 3-4 purchases in the 5+ years I've been using Android), so I went for the headphones.
Glad they made it right. And the discrepancy on my charge was only like $8.
There seems to be two customer supports...Motorola support and Moto X support link on the email of the order. Motorola seems to be out sourced to India and Moto X in the states.
The best for us was the app in the phone Moto Care...its busy now with the holiday but normally about 1 or 2 in queue.
Sorry to hear about your troubles. My experience has been great so far!
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.