motorola service

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  • Updated 2 years ago
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MOTOROLA SERVICE...TERRIBLE EXPERIENCE
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Andrew Heard

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  • FRUSTRATED AND DISCOURAGED

Posted 2 years ago

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Mathieu, Mobile Master

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Hi Andrew,

Do you want to give us some more information about your issue? Perhaps we can help you out!
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Andrew Heard

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FIRST TIME USING THIS...I SET UP THE ORIGINAL POST.
I PURCHASED A MOTO X PLAY PHONE FROM KOODO ON OCTOBER 
31 OF 2015.
 THE SCREEN HAD A VERY FINE STRIPE RUNNING VERTICALLY THROUGH IT...WHICH WORSENED OVER THE 6 OR 7 WEEKS I OWNED IT TO THE POINT THAT IT WASNT FUNCTIONING PROPERLY. 
PRIOR TO THE HOLIDAYS I MADE ARRANGEMENTS TO RETURN IT TO THE MOTOROLA REPAIR FACILITY IN MARKHAM, ONTARIO.
I SENT THE PHONE TO THE FACILITY VIA PUROLATOR ON DECEMBER THE 27TH.
IT IS NOW 3 FULL WEEKS THAT I HAVE BEEN WITHOUT A PHONE.
I AM STILL PAYING FOR MY MONTHLY PLAN...WHICH IT IS LOOKING DOUBTFUL I WILL EVEN GET TO USE.
ON TUESDAY OF THIS WEEK PAAST THE MOTOROLA CUSTOMER SERVICE REP FINALLY AGREED TO ESCALATE MY CLAIM AND INQUIRE AS TO WHERE MY PHONE IS.
DESPITE DAILY, REPEATED REQUESTS, I STILL HAVE NOT RECEIVED ANY INFORMATION FROM MOTOROLA IN REGARDS TO WHERE MY PHONE IS, OR WHEN I MIGHT RECEIVE IT BACK

SIMPLY PUT, THIS IS THE MOST DEPLORABLE CUSTOMER SERVICE I HAVE EVER EXPERIENCED.

BASED ON MY ABYSMAL EXPERIENCE I WOULD STRONGLY RECOMMEND AGAINST PURCHASING ANY MOTOROLA PRODUCT
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Timo Tuokkola, Mobile Master

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Standard delivery time for Purolator is 3-5 business days. 3-4 days is not exceptionally long.
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Mathieu, Mobile Master

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Tiz, when it comes to third party repair companies such as this one, they don't deal with just one phone. They deal with a bunch of different phones, not just motorola, but many other companies. It is difficult for anyone to always have every item in stock. Plus, different phones are there for different reasons. If a screen breaks, then it could just be the user who dropped it, or a bad software update, it's no as if there are 500 moto x play's at one shop all with a single line down the screen. 
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Tiz

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I agree with what you write but Andrew's experience exceeds any acceptable situation/delay Given that Motorola does not intervene directly into customer support matters, still Motorola should choose more carefully people taking care of their products when required to do so and on their behalf.
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Andrew Heard

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Everyone. Thanks so much for the feedback. I have learned much through this experience.

1) I really should have gone to Koodo,given that I did purchase the phone from them.
2) Motorola. I am still feeling very let down by the companys lack of customer service.... The company gave me the expected timeline for the repair. They have miserably failed to fix and return the phone in a reasonable time frame according to their own policy. Secondly, making matters worse, they refuse to communicate with me as to what the heck is going on,and when I might realistically expect the return of the repaired phone. I am heading into week 4.
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Sang-gye Buschmann

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Sorry Andrew, that you are going through this communication nightmare.Because, I bought a Motorola X-Play a few weeks back and am loving it, I feel that maybe a bit of positive feedback is warranted, as well: So far, I had to call Motorola once. Their phone technical support was very available, friendly and efficient. It was actually a pleasure to deal with them.

I hope you get your phone back soon and in good working order.
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Andrew Heard

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Thanks. I actually really like the phone. I know that i will be happy to get it back ...

I appreciate your positive feedback.
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Andrew Heard

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Okay. Just a quick upsdate. It is now Thursday morning...still no phone.
Thanks Motorola.
Received an email early (8:30) Monday morning stating that my phone had shipped, and asking if I had received it yet.
Ummm. NO. i immediately replied...firstly thanking the CSR, then asking basic questions:
a) when was it shipped
b) how was it shipped
c) a tracking number for theshipment

Well it is now thursday and I not only dont yet have a phone...I still have not received a simple, courteous reply to my very basic and polite question. I had emailed Marfa, the CSR once a day reiterating my simple request. 

Either Motorola has inept people with zero empathy or consideration working in their customer service department...or more likely management simply does not care about the customer and has very poor policy in place on how to service us.
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Mathieu, Mobile Master

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Hi Andrew,

As you did not send it through Koodo, there isn't much that can be done from their end. I would get in touch with Motorola, it's their fufiller of the warranty, so perhaps they could help you out.
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Andrew Heard

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Motorola Customer Service is as bad as I have experienced, ever. The stories from the Motorola CSR never coincide with the details from their repair facility. Just this morning Rosa from Future Tell sent me an email stating that they received my phone on December 31st...despite Motorola requesting the Purolator number many weeks ago and confirming via email,  receipt on December the 30th.

At this point I am simply attempting to have my phone returned to me. Ugh. I am undecided as to whether i will have it repaired or likely purchase a different phone and simply be done with Motorola forever.
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Tiz

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You can get the phone back and then involve Koodo in the same business.
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John Zoidberg

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Just read the entire thread. Very interested to see what happens . Please keep us updated. These huge companies become so large that they lose toch with the little guy who helped make them what they are. There continues to be a major disconnect between the corporation and the customer and it grows wider by the day. Unfortunately the only way they listen is when you shame them publicly and kick them in the pocket book.
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Andrew Heard

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well...motorola / lenovo completely and totally hung me out to dry on this one.

I finally managed to get my phone back this week...unrepaired...after over 5 weeks!!!!

Hate to admit it but their absolute refusal to even respond or accept any responsibility eventually just wore me out. I suspect this may have been the game plan all along, will never truly know.

So I checked around and had the screen replaced with OEM LCD for $150. took about an hour.

All i can say is that I am relieved to finally be done with it. As soon as i can manage i will replace the phone. Definitely will never purchase a product from Lenovo...ever (they bought Motorola some time ago).

All the best to everyone
I strongly encourage all to avoid products from this company based on my exceedingly frustrating experience.

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