Hi jhawk4321

Sorry you experienced this. I will try my best to help you with this. On the old phone you can try turning off Google backup and turning it back on to get a new backup. Then do a factory data reset on the new phone and choose set it up again choosing to restore from the cloud backup. But keep in mind, stock android/Google backup does not backup/restore MMS messages. You can also try third party apps like SMS Backup & Restore to backup the message to Google Drive and then use the same app on your new phone to restore them from Google Drive. I hope that helps. Thanks.

Best regards,
Rich
Motorola-Lenovo Support

Thank you Rich. That is already about 100 times more helpful than Moto's customer support. Didn't offer a single suggestion. They just told me there was nothing that I could do, and when I told them that I would be returning my device and taking my business elsewhere, I just got a long pause and then the rep continued reading off of her script like a robot. She asked if there's anything else she can do to help me today? I told her clearly there is nothing that Moto can do to help me with this problem, so I won't be contacting them again for anything. The immediate reply was - thank you very much if there is anything else we can do for you please contact us anytime. I literally JUST said I wouldn't be contacting or doing business with Motorola anymore. Was I talking to a robot? Total absurdity and zero humanity. 

Anyway, because of that highly negative experience, your suggestions are very much appreciated and I will try them all. That is still a lot more troubleshooting than I care to spend time on. At this point I am ready to just return the phone and switch to another brand. That is what I will do if this doesn't work, because this is eaten up a lot of my time and that is not okay. 

Hi jhawk4321

Again, I apologize for the experience you had on the phone, I completely understand if you decide to return the phone as a result. Please do at least let us know the results of our suggestions. Even if they didn't work for you. We will do our best to make your experience with us better. 

As for the experience you had with our call center. We will look into that from our end to ensure the proper feedback is given to help improve their troubleshooting. 

Best regards,
Rich
Motorola-Lenovo Support

Greetings Rich,

Still trying to carve out another half-full day of my time to troubleshooting. I have already received a return label from my provider who I bought the phone through, but I will attempt these suggestions before I make my final decision. Hope to follow up within the next few days - at least by Mon, and I will follow up with the results. 

And yes, please do pass along my experience on the phone with Motorola. It definitely left a bad taste in my mouth..

Thanks again. 

Hi jhawk4321,

We have already escalated your experience. If you want, we can have someone contact you and help you with the troubleshooting we provided. Please let me know if you need help so that we may pass the message along. 

Best regards,
Zeke
Motorola Support

Greetings Zeke,

Yes I would like someone to reach out and help me with troubleshooting. I was contacted by technical support via email ref# 210302-002735.

I was instructed to provide my times of availability and I was supposed to be contacted for further support but I received no follow-up

Let me know how to get in contact so we can set up a time to connect. 

Thank you

Preparing to attempt these suggestions now and see if I can get anywhere with troubleshooting (because that's how I love to spend my morning off). 

PM sent to Agent Zeke. Please follow up when you can. 

Thanks

Well, it looks like this was the place to come for support! Thank you Agent Rich, Zeke and Becky. With your help, I was able to back up my texts to Google Drive using SMS Backup & Restore, and load them into my new Moto Fast. Now I don't have to go through the trouble of replacing it. I hope other customers come here for help when needed, and that Moto improves their phone support line. You guys did everything you could to help me resolve the issue, and it worked! Good thing I found you, because I was prepared to give up. Moto can thank you for keeping me as a customer, because they almost lost me for good. This is the kind of care I appreciate and respect. Thanks again!

Hi jhawk4321

Thanks for publicly posting this as well. I replied to you via pm. We can't thank you enough for trusting us to help you. We're all glad to help. @MotorolaTom also help us with this as we raise this concern to him. Again, please let us know if you need future assistance. We're always here to help.

Best regards,
Rich
Motorola-Lenovo Support