[Q] Has anyone done a replacement with HTC lately? - Nexus One Q&A, Help & Troubleshooting

Last Friday I called HTC to get my N1 replaced because there is dust under the screen and it's driving me crazy. I can't really be without it so I told them that I'd rather do the replacement. They said they would overnight me a phone, but I'd have authorize a hold on my credit card for $529 until they get my old phone from me, which was fine.
On Tuesday morning I called them asking if there was any shipping info because I hadn't gotten anything yet, and they told me that my info was entered in wrong and that it would be shipped out that night. I got home from work 3 hours later and the phone was already there waiting for me. I guess the info in their computer for shipping was wrong?
I opened the package and there was no return label, a little confused so I called HTC and they told me that one should have been emailed to me, but I never got anything. I have a really clean inbox and I check my spam every day, nothing. The rep said that they would "escalate" the process and I should see it the next day.
Nothing the next day. I called again, spoke to another rep who told me that a lot of my info was entered into the system wrong, like my ZIP was and she said she was surprised that I even got the phone. She said that the label was never even submitted and she said she would resubmit it now.
I called back Wednesday because I STILL hadn't gotten anything yet, the rep I talked to told me that she was sorry because she could see the label was never sent but a rep had resubmitted it, she said she'd never seen a case where it was never submitted in the first place. She told me to call back in a few days if I don't get it.
I still don't have the label. I've been using the new phone already for a week, this is a little out of control, their QA is terrible and while their reps are friendly, they really don't do anything right. I have a really simple name which I spelled out phonetically as well as my address which is also very simple. I checked my bank statement today which I haven't since before I ordered the new phone, and there isn't even an authorization there. My banking is live and I see everything as it appears, but there is nothing at all there from HTC. I don't even know what to do anymore.
EDIT: I just called them again, asking where my shipping label was. Usually the reps I talked to were really helpful but this one was pretty rude. She asked me to verify my information, which I provided. I told her that I'd never received the label and that there had never been a hold placed on my credit card. She told me that my ZIP code had been entered wrong. Each time I've called they have all told me that my ZIP has been entered wrong. It's 122XX, each time I call they tell me it was entered as 22XX and they're going to correct it. Then every time I call back they tell me it's in wrong again. This time, the rep told me that I never got it because my ZIP was in wrong. I asked her why because every time I call they tell me that, say they're correcting it, then I call back and it's in wrong again. She told me that she couldn't answer that question at this time. I asked her how I received the replacement if my ZIP was wrong and she couldn't answer that. I asked her if there was a way to tell why there was no hold placed on my funds, she said she couldn't answer that either. I asked her when I should call back if I don't receive the label, and she said by the close of business today would be the maximum 72 hours that the tickets take. When I called on Wednesday they told me if I don't get it by Thursday that I should call, so that's what I did. I asked her if she could figure out why the ZIP codes keep getting entered in wrong and she said she could escalate it to the warehouse. I asked her what the purpose of escalating it to the warehouse would be and she said she could not answer the question at this time. I asked her why she would offer to do that if she didn't know why she'd escalate it to that department and she could not answer. I told her she'd been very helpful after she continuously asked if there was anything else she could help me with and hung up.
HTC customer service is a complete joke, I just want to send my phone back, I even offered to ship it myself.

hahaha, well, calm down dude. it's just a phone return. I've been through this and you are going to get it resolved. What's going on between their departments and their ticket system is, at times, erratic and frustrating. Give it another week and see if you get the email. That will have the link to the FedEx shipping label.
Good luck and just chill. I think my last return took 2 weeks to get a replacement label sent to me, because the first label expired before the phone was "overnighted" to me.

What I'm upset with is how unorganized this all seems. I had an iPhone since launch and every time I had a problem with my phone I'd just go to the store, they'd hand me a new one and I'd be on my way. I got a Nexus One because I wanted to try out Android and this is leaving a pretty sour taste in my mouth to be honest.
What I'm mostly concerned about is them charging me $529, I thought that the hold was supposed to be placed right away, that's what they told me, and it never was. Now they have my credit card information (although considering what I've seen so far it's probably wrong) I'm kind of worried about what's going on with it. Every time I call they tell me different things, they can never explain why my information keeps coming up wrong. I mean, is it wrong for me to be concerned and kind of pissed that I've called 5 times and every single time they have my shipping info in wrong? I need them to send me things and I need to send them things, if they don't have this information correct how can this be done? It just seems like a hilariously easy situation to correct and nothing is being done. Then they have reps authorizing escalations for reasons they can't explain. I just want the damn label so I can send the phone back.
EDIT: Haha, a half hour after I call and this woman totally freaks out on the phone, my FedEx label shows up in my inbox. Class A service.

That's how the customer service has always been. Friendly, but useless.
I myself have received 4 different N1s from their warehouse, and they messed up my case for each and every one of them.
It could either be a wrong address, mix me up with another customer, send to an address without street name (yea, I know), or just not shipping it at all.
That's the reason I have decided that I would never purchase an HTC for my next phone.

I sent my n1 to htc because of constant reboots. when i got it back there was no battery cover. I called complained they told me they would send one out right away. 1 week later i open the box and they sent a new battery. great but not what i needed. I called again . then got a new back cover the following week I got to keep the free oem battery

what's more troublesome about this trend, the call center and warehouses are located in America. they speak English. there's really no excuse except incompetence.

Related

Lying to T-Mobile to get your bricked G1 fixed?

So, I just got my G1 back after it stayed for a week in this Chinese repair shop. The Chinese men were not successful.
I'm just about to leave for the T-Mobile store. After I figure whether the warranty is in effect, I will come up with a clever reuse to trick the T-Mo man into sending in my brick for repair.
What's the best lie to tell?
Hi,
I was too careless to follow directions and ended up bricking my phone.
Can you give another G1, so I can do the same?
thanks
I'm afraid that won't work. Unless I pay the salesman like $50 to keep his mouth shut.
Just tell them you got an OTA and it never booted back up. Must have been a corrupt download or something.
So I can just tell them I was updating to cupcake and it won't boot?
Saiboogu said:
Just tell them you got an OTA and it never booted back up. Must have been a corrupt download or something.
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This is the best one. It's more efficient if you do it over the phone.
GenericNode said:
Why not call them now? Pop your fraudulently-bricked-phone-returned-under-warranty cherry.
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Thanks for the replies. I was thinking of just going to the store, since it's on my way to work. What's the downside of telling them in person?
nasman1993 said:
So I can just tell them I was updating to cupcake and it won't boot?
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Pretty much, just leave out the "I was updating.." bit. Blame the phone. "It said there was an update available. I hit OK, and it went dark..."
wddglr has a good idea about calling to save the trip. And a funny quote too.
EDIT: Missed your reply. Well, I don't have a store within an hour of me, so I would always wind up calling. If you have the choice though.. Might be easier to pull it off without worrying about the look on your face. Not sure of any other downsides, since I never deal with any stores.
Alright thanks so much. Since it's on my way to work, I'll just stop by at the T-Mo store and tell them. Hopefully my warranty is still in effect...
I literally just went through this if you've had you're g1 for less than a year just call tech support and they will send you a new one free of charge (you might have to pay the shipping depending on your insurence plan) good luck.
Thanks for the reply Supergoat. WAIT, you have to have an insurance plan to get it repaired?!?! Warranty alone doesn't work?!?!
I think he's implying that you might need to pay for shipping on warranty swaps if you don't have insurance. Not that you need insurance for the warranty itself.
And I think that only applies on the phone anyway.. I've heard stories of people swapping in person, doubt they'd charge shipping then. Good luck.
Saiboogu said:
I think he's implying that you might need to pay for shipping on warranty swaps if you don't have insurance. Not that you need insurance for the warranty itself.
And I think that only applies on the phone anyway.. I've heard stories of people swapping in person, doubt they'd charge shipping then. Good luck.
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This may be a stupid question, but do you have to return the old one?
I just got off the phone with them, and they told me they can't do anything since I bought the phone from craigslist. He gave me HTC's phone number and told me to call them, since they will be able to do something. I'll call tomorrow morning since they're closed now, and see what they say. The T-Mobile representative said he doesn't know how much they'll charge or if they'll charge me at all. Hopefully this works out.
I had a similar situation since I also bought my phone off craigslist. HTC kinda gives you that threatening if they notice anything was modified on the phone you get charged bit. I was fortunately able to downgrade the phone to an RC29 (are you sure you shouldn't be attempting to throw that on instead of 7) then I upgraded it up with normal rc33 then cupcake. They took it and replaced my mainboard (my phone was overheating and unable to charge a battery fortunately the T-Mobile star gave me one of the stores batterys from a display device which gave me enough time to downgrade and get back up to cupcake) and didn't charge me anything so I lucked out. Goodluck!
I just got off the phone with HTC. Before I bricked my G1, it was RC29. They sent me shipping instructions and everything, and said I should be paying only for shipping, and $39 or less for repair. Hopefully everything goes well. I'll post my results.
Sometimes you can lie and say you bought the phone from a tmobile authorized dealer and they will swap it out. Just say it was a t a booth in the mall. This has worked for me in the past.
Also for the info on TMobiles warranty policy, if the phone was bought from them or a authorized dealer they will replace the phone for free, if you tell them the thing won't turn on they will not make you go thru more then taking out the battery and SD Card then putting the battery back in. If you tell them the phone will power on they walk you thru a bunch of steps. On a couple of my exchanges the rep sent me out a new phone, battery and wall charger.
You do have to send the broken one back, they send you a shipping label with the refurb phone they send you. Within the first year of owning a new phone with TMobile, insurance is only used if the phone is lost/stolen, water damaged, you broke it on purpose or you tell them strait out "i was flashing the newest JACHero ROM and blam it bricked!"
just call and say your phone isnt working. thye will try to wipe it, tell them its not working. they will send you a box with the new phone. you send back th eother one. dont say **** you dont have to. just keep it simple. DO NOT TELL THEM ITS ROOTED.
Well I'm going to ship it to HTC today, and they should be replacing it for free (I hope). I did go through HTC with this, not T-Mobile. T-Mo kicked me after I told them I didn't buy it from them. I told HTC I bought it from a private seller and they were like "ok that's cool."
I too once freaked out (not to be confused with my earlier freekeout) when my JFroot-to-cyanogen-to-hero theme went AWRY, and bricked at the g1 logo....
I sat there thinking of how much I screwed this one up, and promptly realized that insurance covers anything....and yes I will say, ANYTHING.
there is no limit to a customers stupidity
so without hesitation i made my 13 minute drive.
waited 10 minutes for a tmobile rep. explained that i booted up my phone this morning and it never booted after 2 hours of pocket time....also threw in that ive been on hold for a good hour restarting and trying differnt tricks...
without any hesitation, she typed up a few things, checked in the back and i was onm my way....
she said that if anything happens to bring it back, and if the next 3 brick aswell, then they will automagically give me a NEW phone....IE DIFFERENT model...as to keep who she repeatedly referred to me as a good "customer" happy
so im psyched. they don't know how lucky they were. and my new (seemingly) faster dream are back at it...
just biding time for that XDA app to get out of beta (or atleast become more stabile)

AT&T Terrible customer service

I called AT&T about having ghost calls on my phone. I was directed to tech assistance for them to troubleshoot the problem, they never found anything wrong on the network side. They are still "investigating". I was on the phone for a total of 4 hours in a 2 day time span. Never informed them of root or custom roms or anything modified (they never asked so why would i tell). I told them I have read about several other Thrill users complaining about this issue. They offered to warranty me with a refurbished device of the same make and model. I told them the problem is not just isolated to my device many other P925's have them and that I wanted s DIFFERENT phone. They refused to give me a different one. My phone is less than 3 months old. But this is bull **** because when i first called in, the first woman i spoke with named Yolanda said they could get me a different phone no problem! So long story shortened after speaking with management they told me to contact LG, i contacted LG and they told me to call AT&T!!!! This goes deeper but im sure you folks don't want my life story.
SMH!
LG or at&t doesn't feel the heat. I have created a thread. Let them feel our problem by clicking "me too" button to show them we all have the issue.
simply log in from Facebook or use you lg username password.
http://support.lgforum.com/lg/topic...etting_or_any_other_simple_methods_so_help_us
I wonder why and what causes it. From what I can see it Is only a minority issue. It seems like a lot of people do... especially when you do. But more then not are fine.
And so I have spoken it.. and so it shall be.
I don't know that I've had ghost calls ( no one has complained to me for not answering), but I have had a problem with my clock. I rely on my phone for my alarm and three times in the past couple weeks I woke at around 9 to find that my phone was stuck around 4 AM. After restarting the phone it shows the correct time and I get a bunch of messages and voicemails form the hours it was not responding. I'm gonna try my luck with at&t this week and will post back whatever info they give me (if any)
Sent from my LG-P925 using XDA
Never had that issue
And so I have spoken it.. and so it shall be.
That would be ghost calls I believe I have had a few ghost texts and calls
sent from my acidhazard thrill
kevhuff said:
I called AT&T about having ghost calls on my phone. I was directed to tech assistance for them to troubleshoot the problem, they never found anything wrong on the network side. They are still "investigating". I was on the phone for a total of 4 hours in a 2 day time span. Never informed them of root or custom roms or anything modified (they never asked so why would i tell). I told them I have read about several other Thrill users complaining about this issue. They offered to warranty me with a refurbished device of the same make and model. I told them the problem is not just isolated to my device many other P925's have them and that I wanted s DIFFERENT phone. They refused to give me a different one. My phone is less than 3 months old. But this is bull **** because when i first called in, the first woman i spoke with named Yolanda said they could get me a different phone no problem! So long story shortened after speaking with management they told me to contact LG, i contacted LG and they told me to call AT&T!!!! This goes deeper but im sure you folks don't want my life story.
SMH!
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This exact scenario happened to me about a couple weeks ago. I was told the exact same thing. I even told them I was going to switch providers but they don't care about just one person. Their customer service has been horrible since I have been with them and that is over 7 years. I am going to go into an ATT store and see what they have to say about themselves in person rather than talking to some clown that makes minimum wage.

Returning my Nexus 7 to Google Deutschland

Hi all,
I just wanted to share my experience with Google Play in Germany. I am a native of Australia, but I have been living in Germany for about three years. As such, my German language skills are pretty good, but I often find it hard to speak over the phone. I noticed that my Nexus 7 has left side screen lift a week ago; I have a C8O, which is otherwise perfect, but I figured I should be completely happy with the device and not just partially happy. I also wanted to avoid any possible problems in the future. Additionally, the capacitors in my charger sound like they are going to pop at any second, so that was also of concern.
Anyway, I called their customer support, and the person I dealt with (Annette) was fantastic. She was patient with me, and when I described the problems, she straight away offered an exchange for a new device. So, I will order a new device today, and ship the problematic tablet back after I receive the new one. Which means I am not tablet-less; another surprise. Lets see how the return process goes, but so far, so good. Fingers crossed I receive a C9O with no manufacturing defects and a charger which doesn't sound like its about to explode!
Cheers,
0
That is great.
I live near Germany and I got my Nexus 7 with 1 bad pixel, considering for RMA...
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
erica_renee said:
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
Click to expand...
Click to collapse
I've seen so much of this about, what a terrible method of a returns process, charging you for another device because the device you bought is broke?
What if it was a kid who'd saved all his pocket money to get the device, only for it to be broke, do they expect that kid to spend night and day doing paper rounds so he can buy a second, in order to return the first?
Sounds to me like this is their plan, and hope that alot of the customers do not complain and therefor they have sold that person two devices.
Very bad move of Google and totally destroying for their reputation in my opinion.
erica_renee said:
once they receive the original device back. it will take you about two months on average to get your money back. But this is only if you stay on them about it.. Its all over the net about this trouble.. My bank has filed a Dispute with them for me and about 10 or there people who live in the area of my city for this exact issue.. you are very likely to get another device as bad or worse then the one your sending back...
So if you do not see your money in two weeks file fraud with your back. GOOGLE Needs to step up and fix this issue..
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Click to collapse
I am hoping that this won't be the case - They have not yet informed me that I will need to purchase a second device in order the RMA the first I purchased. Until they tell me that, I will wait and see. Regardless, German banks are, in my experience, very particular about fraud; I have contacted my bank previously about a charge which I didn't recognise and it was reversed the same day. I will see what happens, but thanks for the heads up
google will send you a email with a link in it. This link is to start the replacement process. What it does is charge your card for a second device. They send it to you. When you receive it you send them the old device.. Then you have to wait . after 14 days you call them to get the charge taken off your card. then it takes them about 3 weeks to get back to you. then a week or so later if you keep calling it will show up in google wallet that its been refunded.. (This is where im at in the process) . Im told by google they have given me my money back and to call my bank. My bank says THEY HAVE NOT and to file fraud charges. This cost 65.00 per device so i have waited and been putting pressure on google.. I will file the charges monday. I Asked my lawyer friend and he says that he might be able to MAKE Google come to Kentucky for a small claims case for the charges .
I Would if you can try to contact asus and see if they can let you send it to them to be REPAIRED.. atleast you know someone will be looking at it . If you go thru all of the above and end up with another bad device . Asus thou i think there support is lousy here in the us.. Are for better then Google..
Just my opinion sorry if i took this thread in the wrong direction.. But its something that many are having issues with and you have the right to know. Some people have had good experience in the exchange process. But it seems only a few .
Good Luck ..
UPDATE:
Okay, so step two in the RMA process has finally been completed. After seemingly forgetting the fact that I called the week before last to organise an RMA, I called Google again on Monday. The guy I dealt with was a bit less understanding of my language difficulties over the phone, but we got there in the end. I got the email with the cart link, and clicked this and 'paid' on Wednesday morning (even though they don't charge your card, it seems that they simply check that your card can cover the extra charge if need be). I actually used a debit and not a credit card, and the balance hasn't been touched at this point.
My new device just arrived! It seems they express-posted it to me, which is generous of them. Its another C8O, same as my 'old' tablet, and thus far doesn't have obvious left-side screen lift - But I will charge it up fully tonight, and see whether it occurs under heat. Meanwhile, I will unroot and lock the bootloader again on the old unit, just in case...
Fingers crossed for a lift-free Nexus 7 - but with all the other problems around, I am not holding my breath!
lanyao1920 said:
That is great.
I live near Germany and I got my Nexus 7 with 1 bad pixel, considering for RMA...
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one bad pixel most likely doesn't turn your device into a faulty one. i am not sure how they deal with that problem, however my experience on other devices were, that they will replace the device only if it had like 7+ dead pixels.
just throwing in my 2 cents.
Wilks3y said:
I've seen so much of this about, what a terrible method of a returns process, charging you for another device because the device you bought is broke?
What if it was a kid who'd saved all his pocket money to get the device, only for it to be broke, do they expect that kid to spend night and day doing paper rounds so he can buy a second, in order to return the first?
Sounds to me like this is their plan, and hope that alot of the customers do not complain and therefor they have sold that person two devices.
Very bad move of Google and totally destroying for their reputation in my opinion.
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In the end they will advertise with the most sold tablet just cause everyone had to buy another one for the exchange process on RMA
the0bserver said:
UPDATE:
Okay, so step two in the RMA process has finally been completed. After seemingly forgetting the fact that I called the week before last to organise an RMA, I called Google again on Monday. The guy I dealt with was a bit less understanding of my language difficulties over the phone, but we got there in the end. I got the email with the cart link, and clicked this and 'paid' on Wednesday morning (even though they don't charge your card, it seems that they simply check that your card can cover the extra charge if need be). I actually used a debit and not a credit card, and the balance hasn't been touched at this point.
My new device just arrived! It seems they express-posted it to me, which is generous of them. Its another C8O, same as my 'old' tablet, and thus far doesn't have obvious left-side screen lift - But I will charge it up fully tonight, and see whether it occurs under heat. Meanwhile, I will unroot and lock the bootloader again on the old unit, just in case...
Fingers crossed for a lift-free Nexus 7 - but with all the other problems around, I am not holding my breath!
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Click to collapse
Hope everything is fine.
I noticed my N7 had a faulty speaker yesterday and I brought it back to my retailer ( about 21 days passed after purchase ). I had my fingers crossed to get an immediate replacement there. But well they decided to send it to ASUS. So i am stuck with that. Guess it will take a few days longer that way. As the speaker problem is quite common, i am expecting a replacement. However now i am tablet free for the next 2 weeks i guess. Don't want to buy a new one just to cancel the deal within 14 days. Who knows, instead of returning the money, they'll just give me a gift card.
If anyone is interested, I'll update.
So - Long awaited update.
After two replacements with the same problem, they agreed to refund me once I had sent the tablets in and they were checked to ensure that they were not damaged (Of which they definitely weren't). I flashed both back to stock and relocked the bootloaders before I sent them in - They were as-new (aside from the sh*tty manufacturing problems).
The two replacement tablets were sent in on 30.10.2012. They confirmed that the tablets were received in The Netherlands on 31.10 via overnight express. I am still waiting for my refund, even though I was told it would take 'a maximum of 14 days once the tablets are received'. Its now been 42 days. The rep I have been dealing with tells me constantly that she has done all she can for me, and that she is waiting to hear back from another department. When I suggested that perhaps she should escalate the situation to a manager, she supplied me with a physical address where I could 'send my concerns'.
For a company laying claim to being the biggest internet company in the world, their customer service is nothing short of sh*t. I've experienced better customer service from Vodafone in the past - and that's saying something.
I have learned my lesson here - if you must buy Nexus products, buy them from a bricks and mortar store - NEVER BUY THEM DIRECT FROM GOOGLE.

Is it OK to complain about Motorola service?

I know this is about the PHONE...but its quality and likableness have been dramatically reduced by the awful Motorola customer service. Thus far I have yet received one workable solution. On the phone they normally kick me to another department or play some robot answer. With live chat and email I always get the exactly the same answer...sorry about the inconvenience, we will our best to assist and then lots of phone numbers being listed.
And all accessories do not deliver on time...
Am I alone on this?
No. Not alone
Customer service has been absolutely horrible for quite a few people.
They really need to train the call center people better, give them more power to solve problems.
Never promise to call someone back. Putting them on hold until someone can get on the line to solve the problem is always better.
Good customer support is becoming more and more rare these days. I think the only people who have been helpful is the GoDaddy phone support... and support for a Wordpress plugin called Nimble Porfolio. They're awesome. Everything else has been so disappointing... AT&T, Motorola, Google, etc etc. You name it, chances are their customer support sucks.
gunnyman said:
No. Not alone
Customer service has been absolutely horrible for quite a few people.
They really need to train the call center people better, give them more power to solve problems.
Never promise to call someone back. Putting them on hold until someone can get on the line to solve the problem is always better.
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Click to collapse
Looking into my wifi issue, they asked if I had another phone I could talk to them on while I wiped the cache partition. When I asked if they could call me in an hour (I had no idea how long it would really take me and was growing tired of their BS) they said I had to call back.
Granted this was after I almost ripped level 1's head off because my cat had accidentally run across the keyboard, deleting the reference number and they couldn't find it again and actually admonished me for losing it. ("If you had kept the number you'd already be talking to level 2 sir")
I've given up on Moto support, just going off what I find here.
Oh and the chat said the Idle Battery Drain issue was "Common to all Android Phones"
I agree with you guys customer service has been horrible. I ordered my Moto X through Moto Maker on the 1st and recieved my phone on the 5th. Which was awesome except the phone they sent me was defective. The touch screen would not repsond to touch. I actually am not able to turn it off (It's still on right now) I called customer service and they did not believe me that the phone was bad right out of the box and they asked me if i dropped it and asked me to reboot and do all sorts of stuff to the phone even though I kept telling them the touch screen was not responsive. They finally gave me 2 options the fast way or the slow way. They said I could pay full price for a new phone and send back the defective one and once they got that they would refund me. My second option was to mail back my new defective phone and wait a week or 2 until they send me the new code to order another phone. After I told them I'm not sure of their quality anymore the operator assured me the new phone they were sending me would be guaranteed to work. I asked why my first phone wasn't guaranteed to work she politely informed me that they were still not sure if it didn't work and that I may not know how to use my phone.
This customer service experience is sad and I expected more for Motorola besides a $ 25 Google play gift card. Now I'm out $1,000 and still don't have a working Moto X.
EggNogg421 said:
I agree with you guys customer service has been horrible. I ordered my Moto X through Moto Maker on the 1st and recieved my phone on the 5th. Which was awesome except the phone they sent me was defective. The touch screen would not repsond to touch. I actually am not able to turn it off (It's still on right now) I called customer service and they did not believe me that the phone was bad right out of the box and they asked me if i dropped it and asked me to reboot and do all sorts of stuff to the phone even though I kept telling them the touch screen was not responsive. They finally gave me 2 options the fast way or the slow way. They said I could pay full price for a new phone and send back the defective one and once they got that they would refund me. My second option was to mail back my new defective phone and wait a week or 2 until they send me the new code to order another phone. After I told them I'm not sure of their quality anymore the operator assured me the new phone they were sending me would be guaranteed to work. I asked why my first phone wasn't guaranteed to work she politely informed me that they were still not sure if it didn't work and that I may not know how to use my phone.
This customer service experience is sad and I expected more for Motorola besides a $ 25 Google play gift card. Now I'm out $1,000 and still don't have a working Moto X.
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Oh man, I am so sorry to hear this. Hope you can get a workable phone soon.
p.s. I do not know whether I should laugh or mad when I read that she implied you did not know how to use oh my!
freeintruth said:
Oh man, I am so sorry to hear this. Hope you can get a workable phone soon.
p.s. I do not know whether I should laugh or mad when I read that she implied you did not know how to use oh my!
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The "user is an idiot" is a typical mind set in ATT/Motoland
i can't even begin to describe the scars i have from dealing with their Support. it's chaotic and confusing.

[Q] need some help from anyone with a MotoMaker RMA

so i sent my phone back for an rma. they were going to send me an xcode for a replacement motomaker phone, rather than fix mine and send it back. the problem is... i have been five days waiting on my xcode. i was told by customer service that i should have the code in 24 hours. <--i called them 24 hours after they received my busted phone. since i didnt have the number yet, they forwarded my case to motomaker support. i got an email from them on saturday stating that i should have one by the end of the week. so here it is wednesday and i still have yet to received my code. i am getting extremely impatient. i missed out on the current soak because of it.
anyways.... how long did it take you to get your xcode? i know they work weekends, and i know they are working round the clock in that factory. it just seems like i should have the code by now.
-patrick
Lots of these fall through the cracks. My rma experience was similar. Lots of phone calls did the trick.
Sent from my XT1058 using Tapatalk 4
thanks. i am going to call them today at noon. that will be six days. i just wish i could make a decision on what my new colors are going to be.
I have had a HELL of an experience with my phone RMA. First they said they would replace it, then changed their minds and said they would fix it. So I sent it in. They have had my phone for 15 days and they haven't even entered it into the RMA system. I have spent hours and hours on the phone (beginning more than a week ago) and chatting online and had it "escalated" multiple times. I was hoping my experience was isolated; apparently it isn't.
I love my Moto X and I love Moto's new life, but they need to get their support together NOW or they are going to lose customers. I was about as patient and happy and trusting of a customer as they could ever expect and they have completely drained all of that good will.
tll;dr Moto needs to work on support. If you RMA a phone ride their butts and make sure it gets done.
Update: Just got a call. They are now replacing my phone with a free case. I now have to wait 24-48 hours to get my code.
rubiksmoose said:
I have had a HELL of an experience with my phone RMA. First they said they would replace it, then changed their minds and said they would fix it. They have had my phone for 15 days and they haven't even entered it into the RMA system. I have spent hours and hours on the phone and chatting online and had it "escalated" multiple times. I was hoping my experience was isolated; apparently it isn't.
I love my Moto X and I love Moto's new life, but they need to get their support together NOW or they are going to lose customers. I was about as patient and happy and trusting of a customer as they could ever expect and they have completely drained all of that good will.
tll;dr Moto needs to work on support. If you RMA a phone ride their butts and make sure it gets done.
Update: Just got a call. They are now replacing my phone with a free case. I now have to wait 24-48 hours to get my code.
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yeppers... that is definitely where i see my issues heading. i am about to give them a call. i assume you had an rma number when you sent it in and they just now opened the fedex box? on a side note... i was thinking about just ordering one and having them put a hold on my card since it is taking so long. but after your story i dont think that would be the wisest thing for me to do.
I would definitely not recommend doing that lol. Just make sure that you call them and let them know exactly how late they are. Also, MotoMaker support doesn't work weekends (I think). At least the phone number only works Mon-Fri. I would call them up right now if you have the chance and get things moving now before they get any later.
All I'm saying is that I really hope my code comes on time. I've already had to wait longer than I owned the phone and I would like it back. Also, I've been forced on to a shattered iPhone 4S so yeah....I've suffered enough lol.
rubiksmoose said:
I would definitely not recommend doing that lol. Just make sure that you call them and let them know exactly how late they are. Also, MotoMaker support doesn't work weekends (I think). At least the phone number only works Mon-Fri. I would call them up right now if you have the chance and get things moving now before they get any later.
All I'm saying is that I really hope my code comes on time. I've already had to wait longer than I owned the phone and I would like it back. Also, I've been forced on to a shattered iPhone 4S so yeah....I've suffered enough lol.
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lmao. same boat here my friend. i dropped mine on day five. sixteen inch drop. shattered my phone. it took four days of calling and IMs before they would give me an rma. i actually told them on day four that i was not getting off of the phone until they sorted it out and got me an rma number. and as of now i have been without my phone for seven days. i am back to my old gs2 that needs to be reset with a passion.
good luck. ill reply back in a bit after i have called them.
edit: they started building my phone on a saturday morning at 2am. finished on sunday morning 1:07am. i just put two and two together.
edit #2: just got off of the phone with them. he tried to tell me that i got an email stating that the phone had been sent to me and i should have it by the end of the week. which was a complete lie. so i got irritated and got a bit louder. explained to him the situation and that he did not need to escalate it to motomaker support because it was his office that gave me the rma. and that they specifically told me, when they called me back after i talked to a lady with motomaker support, to ignore anything that might come from motomaker support.
at the end... he said, "'rest assured', we have your case in the works and you will be contacted by motomaker support within the next 24 hours." i said, "so in other words there is nothing you can do and i am just screwed."
he also asked me for the tracking number. which means they have not scanned my phone back into the system. i feel powerless and i dont like it. i feel like my only recourse is to start talking negatively about motorola and the moto x on all of the tech sites i comment on. so i can warn people on what they are in for.
tl;dr - im not happy and moto support blows.
so wait you dropped the phone and broke it, and are posting on here to whine that they are taking a while to RMA a phone that you broke.
why do so many of you idiots come and post about RMAing stuff that you damaged on your own. is XDA the new, whine about how clumsy i am and entitled to feel that i should get replacements for my own stupidity place now?
physicaly damage usually isnt covered, maybe that is why they are having a hard time getting your RMA.
i bought a t-mobile XT1053 , had a small defect on it and decided to return it. talked to the guy on the chat, mailed them the phone refund cleared in about a week. no problems.
i paid for the motocare. this means they send me a device while i am sending mine back in for repair. which is what i hoped would have happened. but it didnt. my imei kept erroring out in their system. which is in no way my fault at all. so they wanted to do it this way instead. also... the email i received from motorola said they would be giving me my code as soon as they received the device. THAT WAS DAYS AGO! so get off your high horse fool!
had they told me it was going to take this long when i got my rma... i would have no room to *****. had they not sent me an email stating they would have the code to me the next day... i would have no reason to *****. had the lady on the phone not told me they should have had my code to me the next day, i would have no reason to *****. i made this post to find out what other people's times were.nothing more. nothing less. what happens after the op just happens.
rma email:
"We've started the return process for your Moto X -- here's your return authorization number RMA# 130926-xxxxxx. Watch for a seperate email from FedEx with your pre-printed shipping label.
As soon as we've received your Moto X we'll send you a new Moto X code to use on Motomaker. Let's get this right!
If you have any questions, give us a call 800-734-5870, we're up all night." <--- and they cant proofread either.
the delivery:
- 9/26/2013 - Thursday
10:20 am
Delivered
Fort Worth, TX
in case you missed it above... they still have not scanned the phone into their system.... six days later. so yah... im gonna ***** a bit if the opportunity arises. you mind?
well looky here, looky here. i guess the phone call worked. hope to be gettin my pin pretty soon.
Motorola - Order Confirmation
Thanks for shopping with Motorola. We've been communicated by our Logistics that your return has been received on our warehouse. We will now proceed with the required activity and will keep you informed.
edit: got my code last night. thank you for the advice rubiksmoose

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