08-31-2010 08:19 AM
Not only I not to buy a moto phone again, I will recommed to every person I know not to buy devices for a company that does not listen to their customers, specially LATAM
01-16-2011 11:02 AM
I realize they don't need to, but I wish Nokia would put out an Android fone.
The (m) is to be avoided if possible in the future. They've almost convinced me that the iPhone is worth it.
05-25-2015 03:08 PM
I am done with ANYTHING MOTOROLA. There customer service is very deceptive. While I liked the phone you can't believe anything that customer service says. I never asked to have it fixed or exchanged for free but they offered it to me in the chat session. Interesting that she could not process it for me so I had to call and start over and was denied a once time exception offered in the transcript below.
Natali: Hi, my name is Natali. How may I help you?
Natali: Good afternoon, thank you for contacting Motorola Tech Support
Natali: Hi I noticed you have been away from the chat session for more than 1 minute. I'll stay here until the next minute so I can continue to help you with your concern
ME: Hello, My wifes ZMoto X is having an issue with the volume down. I don't want to say it is the button because it will just turn the volume down for no reason. If this happens and you try a reboot the phone acts as if you are holding the volume down button there fore it boots into the boot selection screen. I have noticed that others have the same problem with their Mot X as well.
Natali: Sorry to hear that. I´ll do my best to assist you.
Natali: Before we move any further and just for verification purposes, would you please help me confirm your email, phone# of the device we are dealing with and the location where was purchased from?
Natali: Michael, again, I noticed you have been away from the chat session for more than 1 minute. I'll stay here until the next minute so I can continue to help you with your concern.
ME: Purchased from Motorola Moto maker while we were at Best Buy. My email is xxxxxxxxxxxxxxx
The phone number for this phone is xxx-xxx-xxxx
Natali: Thank you,
Natali: And how long did the issue started?
ME: Please dont be so quick to end the chat. I am responding immediately
ME: it started last week
Natali: Thank you, allow me a moment.
Natali: Thank you for waiting sorry for the delay
Natali: At this time, we can make an exception
ME: Ok do you need more information?IMEI: xxxxxxxxxxxx
Phone Number: xxxd-xxx-xxxx
Natali: For a replacement of the device.
ME: Will there be a charge?
Natali: Here's the two options we have available for the exchange.
Natali: And no, at no charge for the exchange,
Natali: Advance exchange:
This option is the quickest, but we do require a credit card for security purposes. We will be authorizing a $500 hold, on your card, and will send you the replacement device within 48 business hours of your order being processed. It takes 4-5 business days to be delivered to you. Once you have received the device you have 5 business days to return the defective one. Upon receiving your device, it is inspected to make sure no physical or liquid damage is found and after 3-5 business days we release the funds to your bank.
Natali: Return and exchange:
This is a bit slower in process but you do not provide your credit card. We process the replacement, You will receive email information to send your device in first. Once we receive your device it is inspected, typically taking about 48 business hours. Once inspection is done we will send out the replacement device which takes about 48-72 hours to be delivered. So from the time that we receive your phone, you should expect the replacement in about 4-5 business days.
ME: Option one is acceptable to her. It might be better so she can use the phone until the replacement comes in.
Natali: Perfect, you will need to call our customer support line: 1-800-734-5870 or submit the device yourself in the website: https://motorola-global-portal.custhelp.com/app/mcp/service/, because on the chat department, I am not allowed to get credit card information for security reasons.
Natali: Is there anything else I can do for you?
ME: Ok so I just go to the link you suggested or call that number? Just to be clear, this is a one time exception and there will be no charge for the exchange at the end
Natali: Yes that is correct.
ME: do I need a case number or ny information from you for the one time exception
Natali: No Michael, you do not need it just the IMEI number
ME: OK,I was just curious how the process will know about the exception
ME: thank you for your assistance Natali
Natali: It was my pleasure!!
Natali: Thank you for contacting Motorola Tech Support, I hope you have a great rest of your day and week. You might receive a 30 second survey about my service today. I'll greatly appreciate the feedback you can provide!!
05-25-2015 03:50 PM
Well, there are a few thing to say here.
First you have posted in a community that only a few people still watch since the last post was 2011.
Second, never put your name ,number and IMEI in any public forum. Luckly only a few got to see it and the forum blocks them out here.
And it sounds like you need to get a replacement since the button sounds stuck.
Can you please post in the correct community HERE , this is the Moto X Gen 2 community? They will be able to help you get your phone replaced or serviced.
05-25-2015 05:26 PM
Oh my, I thought I x'd everything out. Guess I didn't do another cut &
paste after editing. Thank you for your reply. They already sent a response
assuring me they would NOT replace the phone without a repair fee. I will
fix it on my own and dump it when it is completely useless.
05-25-2015 05:40 PM
Can I asked why they are asking for a repair fee? Was it damaged in some way? If it's a hardware failure it should not need any repair fees.. If it has signs of damage then it won't be repaired without a fee. Let me know.