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Unlockable PhonesMOTO X™ (DEVELOPER EDITION)
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12-19-2013

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Poor Service - Moto X Developer

2013-12-30, 23:04 PM


I have send my Moto X developer version device for repair on 19th of December and received by repair center  on 20th on December, it was really hard to track get get updates on my device, chated with helpdesk and done several phone calls to customer care and there was no proper update when I will be get back my device, is there any one that who can help me i still like Moto X. RMA:  1206074



 

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02-02-2016

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Re: Poor Service - Moto X Developer

2013-12-31, 3:17 AM


Bala2



I am sorry to hear that the repair of your device is not going smoothly.



As this is a peer-to-peer community, service issues are not generally managed through the forums. The forums manager is also taking some time off, and as he's the most active employee here, he might not be able to help. But we'll at least make him aware of this.

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Re: Poor Service - Moto X Developer

2013-12-31, 3:17 AM


Bala2



I am sorry to hear that the repair of your device is not going smoothly.



As this is a peer-to-peer community, service issues are not generally managed through the forums. The forums manager is also taking some time off, and as he's the most active employee here, he might not be able to help. But we'll at least make him aware of this.

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Re: Poor Service - Moto X Developer

2014-01-03, 17:49 PM


I  have been promised that repaired device will be reaching on 31th and again on 2nd, servicing a phone is took more 13 days for today, help desk says me that my issue has been escalated and will receive a call from their manager none responded, i was totally disappointed with Moxo X service, my big mistake is not thought about service before purchasing the device. But still i like Moto X.

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Re: Poor Service - Moto X Developer

2014-01-12, 21:49 PM


bala2 said:


I  have been promised that repaired device will be reaching on 31th and again on 2nd, servicing a phone is took more 13 days for today, help desk says me that my issue has been escalated and will receive a call from their manager none responded, i was totally disappointed with Moxo X service, my big mistake is not thought about service before purchasing the device. But still i like Moto X.


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Bala2:  Can you provide an update for us on your issue?

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Re: Poor Service - Moto X Developer

2014-01-13, 0:20 AM


I have had the same issues.  I have made 9 calls to repair escalation and was lied to every single time.  For a month now my routine has been to call, be told that nothing has shipped but they would send a replacement out that same day, wait a few days, call again, repeat.  They refuse to supply tracking information and the case numbers they give me are never able to be found when I try to track.  Motorola customer service is shockingly apathetic.  It's not so much the month I've been without a phone but the endless lies.



I know this is a community forum, but does anyone have a supervisor level contact point other than repair escalation that I can contact to talk about my experience.  It is frustrating that nobody at Motorola seems to think 7 chat sessions, 9 phone calls, 4 hours on hold, getting hung up on, being told nobody has any idea where my phone is every time, twice promised callbacks that were never made, twice promised e-mails that were never sent, and 4 times (going on 5) told that a replacement device was shipping that day only to find out 5 days later nothing has gone out and nobody cares.  I can't believe that any company regards this as acceptable customer service.  

 

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Re: Poor Service - Moto X Developer

2014-01-13, 1:20 AM
Sorry you have to go through all this. I have forwarded this to someone at
Motorola. Let us know when you are contacted or if you are not.
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02-03-2016

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  • Message 7 of 21

Re: Poor Service - Moto X Developer

2014-01-13, 14:15 PM


deffensp said:


I have had the same issues.  I have made 9 calls to repair escalation and was lied to every single time.  For a month now my routine has been to call, be told that nothing has shipped but they would send a replacement out that same day, wait a few days, call again, repeat.  They refuse to supply tracking information and the case numbers they give me are never able to be found when I try to track.  Motorola customer service is shockingly apathetic.  It's not so much the month I've been without a phone but the endless lies.



I know this is a community forum, but does anyone have a supervisor level contact point other than repair escalation that I can contact to talk about my experience.  It is frustrating that nobody at Motorola seems to think 7 chat sessions, 9 phone calls, 4 hours on hold, getting hung up on, being told nobody has any idea where my phone is every time, twice promised callbacks that were never made, twice promised e-mails that were never sent, and 4 times (going on 5) told that a replacement device was shipping that day only to find out 5 days later nothing has gone out and nobody cares.  I can't believe that any company regards this as acceptable customer service.  

 


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I looked into this and have some information -- let me send you a PM.

Please do not PM me - if you have issues, search the forums for threads on your topic and post there, or start a new thread. Thanks!
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Re: Poor Service - Moto X Developer

2014-01-13, 23:45 PM


I have finally received the repaired device after 18 days, but i am not satisfied on the service i noticed issue is still exist and more over other issue i see is when i play youtube or any video device heats up and battery discharges very quickly, i am afraid to send my device again to service center

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Re: Poor Service - Moto X Developer

2014-01-17, 19:24 PM


I made a follow-up post that things had not improved, but then found out that Matt was able to escalate this situation and I received a direct call from Motorola and everything has been fixed.  Thus I am updating to simply say that I cannot express how grateful I am for the assist.  Thanks Matt!!!!!!!!!!!!!!



 



-s



 

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Re: Poor Service - Moto X Developer

2014-01-17, 19:42 PM


bala2 said:


I have finally received the repaired device after 18 days, but i am not satisfied on the service i noticed issue is still exist and more over other issue i see is when i play youtube or any video device heats up and battery discharges very quickly, i am afraid to send my device again to service center


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This might be an issue with the app.



Can you try a couple of things?



  • Unistall updates to Youtube.  Power down.  Reboot, and test to see if your device still heats up while playing the videos.


  • If all seems fine, install the Youtube update and test again.



Please let us know the results of your test.

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