Now I've got extra fake carbon fiber wrap... wonder what my next victim will be...
My story ends happily, but I do feel bad that others who seek support only through the 'official' channel and wind up in support limbo may (understandably) give up on the Motorola brand entirely. All I really wanted was a straight answer as to why they wouldn't send a replacement, but I didn't get that until I posted my experience here. I'll leave my original rant below just for the record...
-- Original post --
12 days of
Dec 11th, Day 1: I contact online support, confirm phone is still under warranty, and fill out the RMA form, selecting Advance replacement and putting in my credit card info. I got an email with the return shipping label and an RMA number, so I figured I was good.
Days 2, 3, 4, 5: Weekend, not expecting anything yet.
Days 6, 7: Expecting replacement phone, but assume that a custom moto maker phone might take some time.
Day 8: I contact online support, and give them the RMA number asking for the status. They can't find any repair order matching the number (even though I have a return shipping lable showing that number). I get transferred to repair escalation, where I explain the situation again and they promise me a call back the next day.
Day 9: Waiting for promised call-back. I called in early, but didn't have time to wait on hold.
Called again at 4PM, waited on hold for 20 minutes, jumped through hoops with level 1 (even though I'd asked to be transferred immediately, since they were supposed to call me). Waited ON HOLD for another 15 min without the rep even acknowledging that I was being put on hold. Finally, she lets me know that I am now being transferred to Repair, yay.
Wait on hold for quite a while, and finally explain to the repair guy. He can't figure out why I was given an "empty" RMA, so submits a new advance replacement order for me. Give him my payment info again, got an RMA order email (that was new) and another FedEx label. Finally, he said I should get a moto maker code within 24 hours. Great.
Day 10: No email, no code. I contact online support, they say to call in. Called in, office closed 10 min ago (I'm west coast).
Day 11: working full time, can't spare another hour to sit on hold.
Day 12 (today): I call in, wait a bit, and am transferred automatically to repair. Improvement!
Jump through hoops, get the rep up-to-speed. He transfers me to supervisor, repeat previous info. He asks if I received "the email" that went out an hour before I called - I hadn't, and believe me I looked. If I had, it would have informed me that my payment was declined. What?! Why didn't the rep who ran the order on Friday notice that? So I login to my bank, and see a $278 hold on the card - doesn't that mean it was authorized? Maybe not, I dunno... he says that "the system got stuck", and that was the error.
He's pushing me toward a return & exchange, but I remind him that it's been 11 days since I first submitted the advance-replacement RMA, and that this is holiday season so it will likely be 2 weeks before they even get a replacement phone in the mail. He's actually being hesitant to process the advance replacement, even though I offer a different credit card.
I push for it, so we try to get the order to go through. I get another return shipping label in email. Then his computer errors and 'loses' my info, so we go through it all again. Another shipping label, I actually get this one twice. He puts me on hold, no explanation.
Comes back on after a bit, and says "unfortunately Mr Dreshel the order wasn't processed." So I log into my other bank, and sure enough, there's another authorization hold of $278. He has no explanation for this, but insists it's a problem with the card. I tell him I've got two more cards that I know work just fine, but he says that "at this point, return and exchange" is what I should do. I wait around on the line, asking if he can think of any other option that doesn't involve me waiting another 2 weeks for a phone. After all, the problem seems to be in their system, maybe I should explain the problem to someone else in the company? No, he says, "you're already talking to the supervisor". I laugh... a tired, defeated little laugh, and give up. He thanks me, and ends the call.
Great, so I've now wasted another hour+ on my day off, with absolutely nothing to show for it. I just can't believe that there's no way for them to charge one of my valid payment methods and get a phone in the mail!
If you made it this far, thanks for reading my rant - any ideas? Do I just give in and mail my phone in for an exchange?
A free and open world depends on a free and open web. | Google
A free and open world depends on a free and open Internet. Governments alone, working behind closed doors, should not direct its future. The
Failure is a fundamental component of business evolution - O'Reilly Radar
This post originally appeared on Andreas Antonopoulos' personal biographical site; it is republished here with permission. In the free marke
We're About to Lose Net Neutrality — And the Internet as We Know It | Wi...
The implications of such a decision would be profound. Web and mobile companies will live or die not on the merits of their technology and d
Developer turns to Kickstarter to fund a 'spiritual successor' to 'Myst'
The makers of Myst and Riven have taken to Kickstarter to fund their next project. Cyan, the developer of those two legendary exploration ga
The Humble Origin Bundle (pay what you want and help charity)
Pay $1 or more to get Dead Space 3, Dead Space, Crysis 2 Maximum Edition, Burnout Paradise: The Ultimate Box, Medal of Honor, and Mirror’s E
PDF Converter PDF Editor Edit and Convert PDF, Word files to PDF, Free P...
Quickly convert jpg, html and office files, word, powerpoint, excel to pdf with foxit pdf converter. Easily edit pdf files with Foxit pdf ed