Good story gone bad
So, about that MotoX. It’s a great phone. I really do like it. In fact, I’d say I love it. It’s fast, Lollipop is great and all the little integrations (shake for camera, OLED screen low-power notifications, etc.), all very nice It’s a great phone and I haven’t regretted the switch from Apple yet. Unfortunately, the screen is cracked* on mine and I need to get it fixed. And it was from this that I discovered the dark downside to the Moto X… Motorola support.
Motorola repair support is terrible.
If only I’d read all the “Don’t use Motorola’s Advance Exchange program! You’ll regret it!” warnings on forums, I could have saved myself the headache.
What’s the Motorola Advance Exchange program?
Motorola sends a replacement phone, puts hold on your credit card ($500), you send back broken phone.Replacement phone ships to you within 4 business days of request. You pay for repair cost, keep the replacement phone.
In theory that’s how it works… In practice? Not so much.
My Experience with Advance Exchange for my new MotoX bears no resemblance
4/11 – Submit Advance Exchange request. Motorola promptly puts hold put on card. Ah, look. It’s $500 + $125 + tax instead of the $500 they tell you the hold will be. Oh, well, no big deal.
4/16 – Online status doesn’t show anything shipped yet. Oh, well, no big deal
4/17 – Online status still shows no replacement has shipped. Almost call, but decide to give them more time and I wait until Monday. No big deal… right?
4/20 – Initiate online chat. They say they need to escalate. Someone from repair escalations calls me. Says nothing has happened because they don’t have a phone like mine to send and have to build it. No reason for why they didn’t bother to tell me this. I say it’s been long enough and if I’d settle for whatever 32GB Moto X they have in stock, even without leather and in any color, would that speed it up. Sure, they say. Agent says they can send me a plain black one and he’ll get right on that. Fine, I say.
4/22 – I check and see that status STILL says no phone shipped even though they implied this was all sorted and on the way.
I email Motorola support:
My Advance Exchange # xxxxxx-xxxxxx still doesn’t show anything shipped. I originally submitted it 4/11 and on 4/20 spoke with someone and was told nothing had happened because they didn’t have a suitable phone in stock. I said at that point I was OK with a stock replacement phone if that would speed things up (I have a white 32GB with leather with a cracked screen, he said they could send a plain black 32GB).
But when I check online it still doesn’t show a replacement shipped. Could you please check on this and make sure it hasn’t gotten stalled again? – Thanks
Thanks for reaching out to Motorola. I’ve reviewed your e-mail and I’m ready to help. Upon checking on this incident xxxxxx-xxxxxxx, the phone is not yet shipped because when you called last April 20 and agreed to have a different device because of the stock, the process started again. You will received the device within 5 working days from now as part of the replacement process.
We hope that you find this information useful and we look forward to assisting you in the future.
For information about Motorola products and services, please visit us at http://www.motorola.com/
Thank you for contacting Motorola e-mail support.
Motorola Customer Support
Wait, wait. This is ludicrous. I was going to have to wait a business week to get an equivalent replacement, a week that’s now passed, but now I need to wait even longer to get a lesser device ‘faster’?
Please cancel this advance exchange. Given that nothing has happened yet I assume that won’t be a problem. I’ll investigate repair or return options with my carrier. This is ridiculous.
Please let me know that the exchange is canceled. I’m not waiting two business weeks for a downgraded phone. I’ll live with the cracked screen for now.
Thanks. I realize this is not your fault, but being an ex-Apple customer who just made the switch to a Motorola phone, I can see why their service still ranks so much higher. I would have had a replacement in-hand a week ago.
Yes. THE ENTIRE PROCESS @#$&%@# RESET back to square one and now the cheaper, plain black phone will ship WITHIN 5 MORE BUSINESS DAYS.
Why on Earth would I want to wait even longer than I would have for them to go build a damned equivalent phone just to get a cheaper, lesser, plain black replacement phone for my nice white, leather-backed phone? Who could possibly think that’s a bettter solution and one likely to make me happy??? How is ‘you can wait 7-10 business days for the same, or you can wait 11+ business days for a lesser one a viable option?
If I didn’t like this phone so much, I’d pay for the repair and just send the whole goddamned thing back.
Logic, @MotorolaSupport, you’re doing it wrong. Also support. You’re totally doing that wrong.
UPDATE: So someone called me back today (4/23) to hand me off to another person. Then came back to say they couldn’t do anything because their system was broken. Then another person called later and I explained I wanted the return cancelled. They said I could have the black phone within “umm… 48… maybe 72 hours”. I said no. Cancel. He also explained that the original problem was my request had been sent to ‘the wrong warehouse’ where I suppose it would have sat and rotted had I not been nagging them. But, again, no one told me. It just sat in limbo for a week. After being on hold again (the the loud, distorted 15 second violin concerto loop again, holy crap is that crazy-making) for a while the guy said it was canceled. I thanked him and went on with my life.
Super-heavy-duty case should be here tomorrow. I can live with the crack for a while…
UPDATE: Repair cost charged to my card on 4/25… two days after this was supposed to be canceled.
UPDATE 2: It just occurred to me that I’ve engaged 6 or 7 human beings during this whole process. And _not_ the human beings whose job it is to process the exchange. Just imagine that. For a process that begins online driven by the customer, which then presumably goes into an automated binning system where a matching phone is found and marked for dispatch (or, unlike my experience, when no matching device is available the customer is notified of a delay and offered an alternative or timeline) and _then_ a human being gets the work order and processes the outgoing phone. Later another person processes the incoming device. But, no, 6 or 7 people have stumbled over one return before anyone even had a chance to process the initial exchange. What a waste of resources and money because someone can’t work out their returns pipeline in such a way that it’s even marginally reliable.
There’s no excuse for such bumbling, Motorola. You’re a grown up technology company.
UPDATE 3: Hi. It’s May 8th and Motorola still hasn’t refunded the repair fee they charged to my card. I sent a support email which, of course, just came back ‘we need your number so someone can call you’. No. No one needs to take up any more of my damned time, they just need to do their job and fulfill their promises. And you HAVE my number already! *sigh* I’m done with Motorola. No matter how much I like this phone (and I do! I really, really do!), it’s not worth worrying that should I need support I’m going to have to push the ball up hill for them at every turn. Every single time the wheels started to move in the above narrative it was because I’d initiated it. I’M THE CUSTOMER, NOT CUSTOMER SUPPORT!
God I feel like all I do is whine on this blog now, but… for the love of everything good how can a multi-billion dollar 21st century tech company’s tech support seem like it’s being phoned in [literally] from the mid-20th century? I honestly wouldn’t be surprised if they’re using pen and paper still…
* – UPDATE: The following is all irrelevant now as I’ve just kept the phone and got a heavy-duty case to protect it. I’m living with the crack (it’s in the upper left an mostly out of the way).
The irony of the cracked screen is that after looking down to find it cracked (I’ve no idea of the cause) one day, a bit later I actually dropped it and dinged the metal on that same corner. So I’m definitely on the hook for the repair cost. There’s no way they could know that I dropped it after the screen cracked and maybe I did hit it on something to crack the screen… Again, I have no idea. I only mention it here as a “ain’t that always the way” story.