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Hello Everyone,
I have recently purchased Moto X using the Moto Maker website on 1st May which is yet to be delivered.
My first question is: I wanted to know how to track my order using the order#?
Secondly: As there is an offer going on in which we get Moto Skip when we purchase the Moto X using Moto Maker on May 1st that offer was not added to my cart. So, will I be getting the Moto Skip or not?
And finally: What is the customer service email for Moto X (USA)?
All that info should be in the confirmation email you got after ordering. If you didn't get the email (check spam folders?), check to see if you were charged for it (credit card activity, etc). If you weren't, I don't think your order was completed.
A Skip was added to my order automatically.
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Skip was automatically added to my order too.. And also, my moto says it is still not shipped on their website(scheduled delivery is the 13th I think).. but FedEx has this thing that notifies you when a package is shipped to you. I got an email from them Monday. My moto x will be here tomorrow! It's called FedEx delivery manager..
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Waiting to be picked up
spy21der said:
Skip was automatically added to my order too.. And also, my moto says it is still not shipped on their website(scheduled delivery is the 13th I think).. but FedEx has this thing that notifies you when a package is shipped to you. I got an email from them Monday. My moto x will be here tomorrow! It's called FedEx delivery manager..
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I ordered mine on May 6th, and it is still showing not shipped on their website; however, fedex delivery manager shows that the shipping info has been sent to them and they just have to pick it up. I don't know if the skip will be included with the package with the phone or a separate package. I wish I would of seen were I could add a screen protector for free with my unlocked Moto X gsm order. I would talk to customer service about adding it, yet don't want to mess around with Motorola's sometimes screwy customer service lol. Why push my luck? I am getting the Moto X because they screwed up with my rma of my moto g. I was offered it in return for their mistake; however, they still sent me a moto g, yet it has some issues, and now they are sending me the moto X. Awesome!!! 3g to 4g lte, what's not to love? Grateful to the people at Motorola state side that got this all worked out for me. You guys are awesome. Now if I could only, honestly, say the same about the stuff going on overseas. They try, they do, yet sometimes the wires get crossed badly over there.
Rachine35 said:
I ordered mine on May 6th, and it is still showing not shipped on their website; however, fedex delivery manager shows that the shipping info has been sent to them and they just have to pick it up. I don't know if the skip will be included with the package with the phone or a separate package. I wish I would of seen were I could add a screen protector for free with my unlocked Moto X gsm order. I would talk to customer service about adding it, yet don't want to mess around with Motorola's sometimes screwy customer service lol. Why push my luck? I am getting the Moto X because they screwed up with my rma of my moto g. I was offered it in return for their mistake; however, they still sent me a moto g, yet it has some issues, and now they are sending me the moto X. Awesome!!! 3g to 4g lte, what's not to love? Grateful to the people at Motorola state side that got this all worked out for me. You guys are awesome. Now if I could only, honestly, say the same about the stuff going on overseas. They try, they do, yet sometimes the wires get crossed badly over there.
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I created a new Motomaker MotoX as a warranty replacement for my original one (loose O-ring covering front-facing camera) on May 3rd and it arrived today (8th) with the Skip in the same FedEx box. The order status on Motorola's site still never changed until this afternoon, so it seems they're shipping faster than they can update the database.
1. To track your order, all you can do is log into your motorola account and see what it says for Status. However, since the X came out, people buying direct from moto have reported very inconsistent web site status updates. Often times receiving their X before the Moto web site was updated even once. Best bet... Sign up for a FedEx Delivery Manager account. You'll get alerts from FedEx when your phone is picked up from Moto, including the FedEx tracking number, expected delivery date, etc. (this will then be active for any packages sent to you/your address via FedEx)
2. I can't answer. Free Skip was not an offer when I purchased my Developer Edition back in November.
3. They don't really advertise an email address for customer service. If you visit Moto's web site and select help, there are options to submit requests via their web site for certain things like returns, device help, etc. But not a "customer service" email address. What are you wanting to do?
As you may tell, I've received it. I could see updates at the Moto web page. Got the Skip too, but haven't played with it yet. It arrived MUCH earlier than expected, but I'm within a day's ground shipping of the factory, so YMMV.
So far, not sure about the Air grippy case. The rubber helps some, but it's no Seidco nor Defender case.
Everything else so far? WOW! Compared to my old DD, this beats it in nearly every way.
I'm surprised how cute some of the custom apps are. Whether they remain after the honeymoon...
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Bad News!!
My order was cancelled by Motorola and they are not mentioning why online. I will have to call their US hotline number to find out the reason for the cancellation.
Anyways, I couldn`t wait and had no hopes of that US order getting through so I ordered the Moto X 16gb from the local online retailer here in India (Flipkart).
Went without a case though I wouldn't needed it on this phone. Dropped it now I have a cracked screen after a week of having it any ideas?
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How about doing what everyone does and sending it to support?
MaKTaiL said:
How about doing what everyone does and sending it to support?
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Insurance at all? Moto Insurance?
idle0095 said:
Insurance at all? Moto Insurance?
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They replace the screen for $125.
I asked them earlier they dont have any warranty packages which cover breaking the screen they said find a local retailer who does some kind of insurance.
raze599 said:
I asked them earlier they dont have any warranty packages which cover breaking the screen they said find a local retailer who does some kind of insurance.
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I also asked them in chat and they told me it was $125 that's why I opted to not buy the $85+39 insurance.
Edit: decided on the 29th day after my order to buy the insurance after a rep said no damage would be covered whatsoever.
Don't mind paying $85 for peace of mind and being able to not use a case.
Moto used to do one free replacement on the first moto x. Did they stop this
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Got my moto maker moto x delivered (VZW) with a new line. Turned it on for auto-activation, no luck. I call Verizon they say the sim card is already attached to another phone number (and they accidently refer to me by someone else's last name, presumably whoever had the sim card active before). Turning into a huge issue with verizon since they cant add a line with a used sim card, but they cant swap a sim card without the line being active. So after 45 min on the phone and 30+ min in the store this morning, I have to go back to the store later for them to do some magic manager thing just to get a line added with this device.
Anyways...how in the world did a used sim card end up in a brand new moto x straight from motorola? Unless this was a return that was repackaged and shipped out as new?
Also my "your order has shipped" email from Verizon themselves has the same sim/device ID as are on the package. So it's not simply a 'wrong shipping label put on the box' situation.
I thought someone else had posted something fishy indicating they may have received a used moto x as well, but I can't find the thread now.
Wouldn't be surprised. My ebony back had scratches that looked like they were from car keys when I got it - exchanged for a plastic back which is now in the mail.
Yes, they are.
WTF really?
If ordered new they can not send a used phone. This is by law. If you order a replacement it could possibly be a refurbished phone.
Used phone?
Got mine today (Pure), and returned AT&T version that I got 14 days ago to AT&T store.
Mine appears to be brand new--but I did wonder, as I was returning the AT&T version, what they do with phones returned within two weeks. I returned my phone in pristine condition, but I know that they aren't allowed to resell it as "new." I only paid a $35 restocking fee. I can't imagine that they can turn around and sell the phone I returned as "refurbished" for within $35 of the "new" price--but maybe they can. What do they do with returned phones?
They are used for random things like insurance claim phones, sold as refurbished phones, and given to sales reps to use.
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pcomeaux said:
Got mine today (Pure), and returned AT&T version that I got 14 days ago to AT&T store.
Mine appears to be brand new--but I did wonder, as I was returning the AT&T version, what they do with phones returned within two weeks. I returned my phone in pristine condition, but I know that they aren't allowed to resell it as "new." I only paid a $35 restocking fee. I can't imagine that they can turn around and sell the phone I returned as "refurbished" for within $35 of the "new" price--but maybe they can. What do they do with returned phones?
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We send them back and then they're considered as refurbished devices. That's why there is that fee of $35.
Just received my 2014 replacement for the OG X and mine is new or there is no signs of it being a refurbished phone.
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If buy Moto Care for the Moto X, and need a replacement under Advanced Damage Protection, is it possible to change personalization options, or are you locked into the design, personalization, etc. that you initially had?
Are you talking the Moto X or Nexus 6?
I think that you get a code to make a new phone but they may send you a temp phone for yours to get repaired. I think it depends what happens to you phone.
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Sorry, edited post. Moto X. I hear they only do replacement (not repair), but I'm wondering if they go the "code" route (which would allow you to modify/make changes), or will only send you one physically identical.
I cracked the screen on my 16gb standard black X, I won't get into all the details but I had a less than enjoyable experience with customer service. Eventually I was sent a matching replacement and two days later I was emailed a promo code to Motomake another one, 32gb slate back with a charger and case and was sent another promo code for $25 off any accessory. I don't have damage protection and wasn't charged the $135 replacement cost.
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Infekxion said:
I cracked the screen on my 16gb standard black X, I won't get into all the details but I had a less than enjoyable experience with customer service. Eventually I was sent a matching replacement and two days later I was emailed a promo code to Motomake another one, 32gb slate back with a charger and case and was sent another promo code for $25 off any accessory. I don't have damage protection and wasn't charged the $135 replacement cost.
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So, you got a replacement AND a moto maker code? So you had to in essence, return two phones?
Sorry forgot to mention that; Yes I had to return the replacement not the Motomaker.
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Okay guys,
I have a 2014 Moto X that I bought brand new at best buy about 7 months ago for cash when my phone broke and I wasn't eligible for an upgrade or had insurance. Now it's suddenly not booting past the little globe animation. I've tried various ROMs, kernels, flashing it back to stock, you name it and no matter what it just won't boot past the damn globe.
So I go to the Motorola site to start the warranty replacement process.... They can't find my device on file whenever I enter the IMEI/MEID and request a copy of my receipt... Which I cannot find. I tried contacting Best Buy thinking they could pull the receipt by the IMEI but according to customer service that isn't something they can do since I paid cash.
Do any of you guys know who I can contact about getting a warranty replacement? My carrier (sprint) doesn't want to help me since I bought the phone with cash outside of my contract and claim they can't verify the warranty term because of that, best buy won't give me a receipt since I paid cash, and Moto won't help me without a receipt. I'm at the end of my rope here and would really like to get this phone replaced under warranty and not have to pay more for the replacement than I did for the original phone (the supervisor in the cell phone Dept discounted it to $49.99 just to get rid of it)
agentfusion said:
Okay guys,
I have a 2014 Moto X that I bought brand new at best buy about 7 months ago for cash when my phone broke and I wasn't eligible for an upgrade or had insurance. Now it's suddenly not booting past the little globe animation. I've tried various ROMs, kernels, flashing it back to stock, you name it and no matter what it just won't boot past the damn globe.
So I go to the Motorola site to start the warranty replacement process.... They can't find my device on file whenever I enter the IMEI/MEID and request a copy of my receipt... Which I cannot find. I tried contacting Best Buy thinking they could pull the receipt by the IMEI but according to customer service that isn't something they can do since I paid cash.
Do any of you guys know who I can contact about getting a warranty replacement? My carrier (sprint) doesn't want to help me since I bought the phone with cash outside of my contract and claim they can't verify the warranty term because of that, best buy won't give me a receipt since I paid cash, and Moto won't help me without a receipt. I'm at the end of my rope here and would really like to get this phone replaced under warranty and not have to pay more for the replacement than I did for the original phone (the supervisor in the cell phone Dept discounted it to $49.99 just to get rid of it)
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Without your receipt, there is nothing you can do. When you pay in cash it's important not to loose the receipt because there is no record of when you purchased it other than the receipt they give you during the purchase. Sorry but you will have to pay for the repair yourself since you don't have a receipt.
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AGISCI said:
Without your receipt, there is nothing you can do. When you pay in cash it's important not to loose the receipt because there is no record of when you purchased it other than the receipt they give you during the purchase. Sorry but you will have to pay for the repair yourself since you don't have a receipt.
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Yeah, that's what I figured was going to happen. I know I didn't throw the damn thing away, I just have to figure out where I left it. It's frustrating that best buy can't look it up by the IMEI though... Or rather, I KNOW that they can and they just won't. When I worked for at&t, we had incidents involving warranty claims where someone would scream and yell about their phone only being six months old but they bought it at best buy with cash, and we were able to call them and have them look it up by the IMEI (most of the time it was a few months out of warranty and the customer knew it) but when I said that on the phone, BB customer service said they've "changed their retail system since then", which I know is a load of BS, they just want me to come buy another phone.
agentfusion said:
Yeah, that's what I figured was going to happen. I know I didn't throw the damn thing away, I just have to figure out where I left it. It's frustrating that best buy can't look it up by the IMEI though... Or rather, I KNOW that they can and they just won't. When I worked for at&t, we had incidents involving warranty claims where someone would scream and yell about their phone only being six months old but they bought it at best buy with cash, and we were able to call them and have them look it up by the IMEI (most of the time it was a few months out of warranty and the customer knew it) but when I said that on the phone, BB customer service said they've "changed their retail system since then", which I know is a load of BS, they just want me to come buy another phone.
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I used to work for best buy about 6 years ago. They can't look it up by IMEI. The EMEI is not connected to the receipt. It's not that they don't want to, they really can't.
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I know this is a bit of thread necromancy (not too bad since it's only a few months old) but I've resolved the issue just in time.
I thought I had lost or thrown away the receipt, but it turns out I had apparently used it as a bookmark for a book I was reading in a doctor's office the same day I purchased the phone and I just decided to finish the book yesterday, took it off my bookshelf and TADA! THERE'S THE RECEIPT!!
I've taken a picture of it and was able to finally proceed with the warranty process and just received an email from moto telling me that my claim has been changed from "on hold" to "open" after being reviewed.
The purpose of this reply is twofold; 1) so I can definitively say that you cannot get a warranty claim through moto directly for no-contract devices without a receipt if they were purchased through another seller rather than straight from moto because they do NOT keep any sort of records that tell them whether or not it's still within the warranty term beyond the manufacture date, so if the phone was physically assembled more than a year ago, the warranty claim system will automatically tell you to provide proof of purchase, and 2) so I can mark this thread solved in case anyone else loses their proof of purchase and searches to see if there's anything you can do (there isn't) if you paid in cash
Whew. My warranty ends 7/17/2016 so I found it just in time!
AGISCI said:
I used to work for best buy about 6 years ago. They can't look it up by IMEI. The EMEI is not connected to the receipt. It's not that they don't want to, they really can't.
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Late reply, but THIS is absolutely correct. Though they used to be able to about 7-8 years ago, they have indeed changed their inventory system to having some sort of internal identifier. I've found the receipt, and it has a bunch of numbers for the device, but none of them are the IMEI,HEX,MEID, or even the retail SKU from the original box. There's literally nothing, when looking at the receipt, that would allow them to look up that particular sale just by providing the box.