This is my experience with Motorola customer support.
My wife bought a Moto X 2014 in Dec. Around the end of January here charger stopped working correctly and would not charge the phone. I figured out it was the charger b/c her phone would charge perfectly fine on my OnePlus One charger.
I first got in contact with Motorola on February 5th. I explained the situation and they guy was very nice and got my shipping address and said it will take 3 to 5 days. Two weeks later still no charger. So I called back. Gave the lady the reference number the guy had gave me. She could not find anywhere in their system that a charger was even going to be sent out. She apologized and what not. After several holds later she said I would have to be escalated to a higher department and was put on hold again. She then came back and said the department was closed and they would call me in 24 to 36 hours. I waited 4 business days and never got a call back. I then called again. This time I asked for a supervisor. She was also very apologetic and assured me like all the other reps I had talked to that Motorola strives for excellent customer support. She read me my address in the account to confirm everything and the address was way wrong. I had spelt it out to the previous reps and they had still managed to screw it up. We'll I spelt it out again for her and at the end of the call she said she would have to call me back after she had talked to the shipping department or something. She said it would be 30min. At the 2 hour mark I decided to call back. For those keeping track this is my 4th call. This time a supervisor wasn't present to talk to me so they connected me with an administrator. She assured me that the problem would be taken care of. I don't remember the exact details of that call. Later that night I get a call back from Motorola saying for my trouble they were going to send out a Turbo Charger and also because they don't have any of the regular charges in Stock. I found it a bit weird that they don't have any regular chargers in Stock, but whatever at this point. Well today I got an email with a tracking number for the charger. But guess what. They still have my address incorrect so in the morning I have to contact FedEx to see what can be done. How it the world do they still have my address incorrect. It boggles my mind.
Long story short. We will never purchase another Motorola product again, and I hope we never have a problem with the actual phone.
My wife bought a Moto X 2014 in Dec. Around the end of January here charger stopped working correctly and would not charge the phone. I figured out it was the charger b/c her phone would charge perfectly fine on my OnePlus One charger.
I first got in contact with Motorola on February 5th. I explained the situation and they guy was very nice and got my shipping address and said it will take 3 to 5 days. Two weeks later still no charger. So I called back. Gave the lady the reference number the guy had gave me. She could not find anywhere in their system that a charger was even going to be sent out. She apologized and what not. After several holds later she said I would have to be escalated to a higher department and was put on hold again. She then came back and said the department was closed and they would call me in 24 to 36 hours. I waited 4 business days and never got a call back. I then called again. This time I asked for a supervisor. She was also very apologetic and assured me like all the other reps I had talked to that Motorola strives for excellent customer support. She read me my address in the account to confirm everything and the address was way wrong. I had spelt it out to the previous reps and they had still managed to screw it up. We'll I spelt it out again for her and at the end of the call she said she would have to call me back after she had talked to the shipping department or something. She said it would be 30min. At the 2 hour mark I decided to call back. For those keeping track this is my 4th call. This time a supervisor wasn't present to talk to me so they connected me with an administrator. She assured me that the problem would be taken care of. I don't remember the exact details of that call. Later that night I get a call back from Motorola saying for my trouble they were going to send out a Turbo Charger and also because they don't have any of the regular charges in Stock. I found it a bit weird that they don't have any regular chargers in Stock, but whatever at this point. Well today I got an email with a tracking number for the charger. But guess what. They still have my address incorrect so in the morning I have to contact FedEx to see what can be done. How it the world do they still have my address incorrect. It boggles my mind.
Long story short. We will never purchase another Motorola product again, and I hope we never have a problem with the actual phone.
Aucun commentaire:
Enregistrer un commentaire