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4 Posts

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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300 Posts

08-30-2018

United States of America

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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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13219 Posts

02-02-2016

United States of America

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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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4 Posts

12-12-2019

United States of America

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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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300 Posts

08-30-2018

United States of America

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  • Message 4 of 10

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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4 Posts

12-12-2019

United States of America

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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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13219 Posts

02-02-2016

United States of America

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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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4 Posts

02-13-2021

United States of America

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  • Message 7 of 10

Re:Huge Problem With Delivery and Customer Support

2021-02-13, 21:05 PM

Crazy, right? When I purchased my first Moto Z3 direct from Motorola, excellent customer service! I mean, I was blown away by the attention to detail, the suggestions, the offers...

 

Then I took advantage of an offer to upgrade to the Z4 at a significant discount. And the agent I worked with made sure I received a couple extras.. but I paid dearly for a protection plan. (Thankful I did..post on that situation...)

 

Now here I am several years in, I have an issue. I need to utilize that expensive plan. Do you think I can get the "Super easy, self-service, online claim" filed? We'll, I've been trying for almost 6 months. And everytime I call? Mysteriously disconnected. Hmmm.

 

Also, it seems their lineup of product sold direct is, we'll, meek. The hype that sold me on the Moto was the Mods,vwhich the no longer sell...

 

Frustrating...

 

The fact that your situation was resolved gives me hope that I will eventually reach someone who CAN assist me.

 

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3604 Posts

03-11-2019

United States of America

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  • Message 8 of 10

Re:Huge Problem With Delivery and Customer Support

2021-02-15, 18:04 PM

May we know what part of the online claim are you having difficulties? What phone number are you trying to call for our support? 

 

Best regards,
Zeke
Motorola Support



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1 Posts

03-15-2021

United States of America

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  • Message 9 of 10

Re:Huge Problem With Delivery and Customer Support

2021-03-15, 20:41 PM

So I'm experiencing a moto care issue myself. Paid the 100$ for 2 year protection. Here I am about a 1.5 years in, break my screen, need to replace it and the transaction wont process online so I have to call customer care. They can't get the transaction to process either, keep getting an error code. Every time they ran the order, my card was successfully charged on my end. The issue is somewhere on their end. Only thing is I don't even know what the issue it. No one seems to have any idea what the problem is and all anyone has suggested is that its been referred to IT to get fixed and they'll get back to me. its 3/15. I started this process 3/11. It absolutely insane to me that they are having a problem on their end and everyone is absolutely helpless about helping me get my phone fixed/replaced until some random person in IT "fixes" the issue. Have never experienced such incompetence in my life.

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4848 Posts

02-11-2016

United States of America

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  • Message 10 of 10

Re:Huge Problem With Delivery and Customer Support

2021-03-16, 12:49 PM

@ daizon wrote:

So I' experiencing a moto care issue myself. Paid the 100$ for 2 year protection. Here I am about a 1.5 years in, break my screen, need to replace it and the transaction wont process online so I have to call customer care. They can' get the transaction to process either, keep getting an error code. Every time they ran the order, my card was successfully charged on my end. The issue is somewhere on their end. Only thing is I don' even know what the issue it. No one seems to have any idea what the problem is and all anyone has suggested is that its been referred to IT to get fixed and they' get back to me. its 3/15. I started this process 3/11. It absolutely insane to me that they are having a problem on their end and everyone is absolutely helpless about helping me get my phone fixed/replaced until some random person in IT "fixes" the issue. Have never experienced such incompetence in my life.

 

Hello, I'm sorry to see your phone is broken and you're having issues with the moto care/repair process. We try to ensure the repair process goes as smoothly as possible, but sometimes glitches do happen. I would like to try and escalate this from my end as well. (I have some contacts I can try). If you can, please send me a private message with your full contact information and any case number(s) you might have. I'll see what I can do to help. 

 

-Tom



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