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12-12-2019

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Huge Problem With Delivery and Customer Support

2019-12-12, 22:07 PM

I received someone else's order, no idea where mine is and wondering why this situation isn't being promptly handled as I wait for "upper management" (whomever that very general term may apply to).

 

On December 4th, at 11:55 PM PST I ordered the following:

A Moto Z4 (Unlocked) along with the free G6 Play and either a 360 Camera Mod or Polaroid Mod in the box.

I was kept notified during the process and yesterday at approximately 4:30 PM PST I was delivered a box from Motorola that I signed for. Almost immediately I knew something was wrong, the box seemed too small and the label stated 3 Lbs but the box definitely didn't weigh that much.

I opened the box and inside was a Moto Z3 and two accessories, along with a shipping invoice with a different name going to a different state (I am in California, this box was going to Virginia). While surprised that the warehouse/shipping department didn't bother to double check the shipping label correlates with the packing slip I decided that mistakes do happen and immediately called customer support.

I spoke to them and, after detailing the situation, was transferred to an Order Administrator (someone I assumed could rectify this large mistake). I redescribed the problem to him and he said that he would have to contact "upper management". I emailed him pictures of everything (the box, labels and items) and expected to hear back this morning. I called at around 5:00 PM PST and according to the incident report it was EST so I assumed that it was too late in the day for it to be handled and assumed that since this was quite a large oversight in delivery it would be addressed this morning.

Nothing.

I emailed back hour ago asking if there was any update or if they needed any further information.

Nothing.

 

Here I sit with someone else's order that I assume values at approximately 1/3 of my own, mine is possibly with him or maybe a dozen labels got mixed up. I don't know.

 

I do know that entire orders being mixed up is usually a little higher on the proverbial totem pole. What kind of customer support am I dealing with? Who is upper management? What do you want me to do with this guys order? Where is my order and when will I be receiving it? Am I supposed to wait for another person to decide they don't want my more expensive order and send it back once "upper management" contacts them back?

 

A person would normally believe that they would be contacted back the next day over something like this (honestly, would probably expect it get handled A.S.A.P. since I am sitting with someone else's merchandise and someone else is probably holding.mine).

 

So, at least can I find out when "upper management" will decide that a problem exists here?

 

Update #1: 24 hours has passed with no contact regarding my order or this gentleman's order.

 

191212-008430

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13138 Posts

02-02-2016

US

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  • Message 2 of 6

Re: Huge Problem With Delivery and Customer Support

2019-12-13, 3:24 AM

I brought your post to the attention of the forum managers. You should have a response from Motorola here by tomorrow on your thread. Sorry to hear what you're going through... 

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3 Posts

12-12-2019

US

4 Signins

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  • Posts: 3
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  • Location: US
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  • Message 3 of 6

Re: Huge Problem With Delivery and Customer Support

2019-12-13, 4:23 AM

Honestly, thank you for that. Hopefully this will all be worked out quickly and correctly.

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96 Posts

08-30-2018

US

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  • Message 4 of 6

Re: Huge Problem With Delivery and Customer Support

2019-12-13, 16:24 PM

Hello Uriadin,

 

I'm sorry to hear this has occurred. We have sent you an email regarding your order and we are happy to help you with this problem.  Please take a look at your email when you have a moment.

 

Best regards,

Becky



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3 Posts

12-12-2019

US

4 Signins

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  • Posts: 3
  • Registered: ‎12-12-2019
  • Location: US
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  • Message 5 of 6

Re: Huge Problem With Delivery and Customer Support

2019-12-13, 18:50 PM

Thank you for the prompt reply and from the messages it seems it has all been made right. I look forward to continuing to be a Lenovo and Motorola user, and thanks again.

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13138 Posts

02-02-2016

US

1405 Signins

8890 Page Views

  • Posts: 13138
  • Registered: ‎02-02-2016
  • Location: US
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  • Message 6 of 6

Re: Huge Problem With Delivery and Customer Support

2019-12-13, 19:39 PM

Awesome! Glad to hear it's straightened out. Have a great weekend!

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