Motorola Customer Service - Outsourced to Non-English Speakers, No Help!
UPDATE: Received my upgraded Moto X Developer Edition phone Monday, November 3. Not sure at this point if I will deal with them again, but it's sad to say that about 95% of these companies outsource their call centers, so no matter what company you buy your phone from, you will have the same issues.
After posting my update this morning, I tried yet another online chat with Motorola repair service to see if I could find out the status of my warranty exchange phone. It didn't go well.
Rep's first response, within seconds of getting online with me today, was "you must be getting phone today". I asked for a tracking number - he said he didn't see one. So I asked how he knew I'd be getting the phone today - he replied "because it is the 5th day". So I told him I felt he was being dishonest with me and not even checking to see what the status was, and he backpedalled like mad, telling me I was still under the "3-5 day warranty exchange period" and that he didn't know when I would get my phone.
When I told him I didn't appreciate his handling of the situation, nor did I like being lied to, he told me to have a nice day and disconnected.
I followed up with a phone call to the "repair team", and spoke to "Oscar" there - he was by far more helpful than any other Motorola rep I've spoken to thus far. He checked the status of my warranty exchange, informed me that the Moto G was out of stock, and I could either wait for it to come back into stock (which he couldn't guarantee the date or even provide an estimated date that would happen), or I could opt for a FREE upgrade - no charge to me, just compensation for my inconvenience. He put me on hold for a few moments, came back and offered an upgrade to the Moto X, and said I should receive an email with the tracking number for my order "shortly" and would receive the phone within 48-72 hours.
No email with the tracking number yet, but it's only been about 20 minutes. I'm still holding out hope that this might actually turn out ok....
Update 10/31/14: As of today, I have received exactly ONE email from Motorola saying they have received my phone, but no further updates.
Weds 10/22: Contacted Motorola about defective phone, was assured a FedEx label would be emailed to me immediately so I could return the phone for a warranty exchange.
Thurs 10/23: Still no label received. Did an online chat w/Motorola - discovered they entered my email address incorrectly in their system, so I didn't receive the label. Assured me I would have one within 24 hours.
Fri 10/24: Received label, shipped phone via FedEx.
Mon 10/27 10:16am: Motorola receives phone (per FedEx tracking) Tues 10/28 (night): No word from Motorola - I do an online chat, spend 30 minutes attempting to explain to rep that all I want is a status update on my phone, since they obviously received it. Rep repeatedly tells me that it takes 3-5 days to get my phone back, which I already know - I just want a status update on where it is in the process - which apparently, no one knows. Give up in frustration. Receive an email from the Motorola rep 5 minutes later, telling me they're sorry, but they don't have the ability to tell me the status of my phone and that I should refer to the Motorola tracking website, which only tells me that they have received it, nothing else.
Weds 10/29 | Thurs 10/30 | Fri 10/31 - NOTHING from Motorola. If warranty return and exchange takes 3-5 days from the date they received the phone (Monday 10/27), I should have heard *something* by now, even if it's just an update that they have completed the checks on my phone, confirmed it's defective and are preparing a new one for shipment. I've heard nothing.
Will update when this situation is resolved. I suspect it may actually be 10 or more business days before I get my phone.
- Outsourced customer service
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