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Motorola customer service & warranty are one of the worst i've dealt with...
Their 1 year warranty charges $50 per incident, or you can get it for free but you have to wait for 4 - 6 weeks for the repair to be performed on your cell phone...
ITS A F***ING CELL PHONE...
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Submitter here - to follow up the replacement phone arrived two days after the call to the corporate office. Thanks again to Kimberly for handling my situation so well, but it still would have been far better not to have to go that far.
Before that call, my experience was similar to JeffL's - I was repeatedly disconnected, routed to voicemail boxes, transferred to departments that had no idea how to handle my issue, and promised multiple callbacks that were never followed up on. Not to mention the confusion involved from mispronunciations of RIZR vs. RAZR...
I had a similar experience, however I played by the rules. I called the support number, escalated my way up to a level of support where I got the same resolution. \"Repair center problems, here's a new phone.\"
I agree that the first and second line CSRs are pretty bad from a getting things done perspective, but they WERE quite friendly and happy to pass me off to Schaumburg.
I agree that going in the back door is a great last ditch effort, but please exhaust normal chains of support first. We don't need Motorola, et. al. getting annoyed with folks who just call executive support first thing and closing up the hole.
Kimberly may have been referring to Motorola's recent announcement that they are outsourcing their repair facility (http://www.star-telegram.com/business/story/142959.html). Since some of the workers there are likely to lose their jobs, they're probably not all going to be terribly careful about handling and tracking people's phones.
Swalve: So you know, I was told the phone would be sent back within 15 business days (3 weeks) when I first sent it in. I called in a few times after the three-week mark, but at the five-week mark I was calling every day, repeatedly asking for escalations and status updates. After five days of this (the six-week mark) with no callback or status change (and specific requests for the case to be escalated that weren't honored), I decided to contact the corp office. I think that's a pretty reasonable threshold for exhausting the normal chains of support, wouldn't you agree?
This was the greatest. My phone had also fallen in the black hole ofMotorola. Their $55 door to door service, guarenteeing 3 day service,Righttttttt!!!!
Motorola got my phone, but immediately couldn't find it in there repairfacility. Why they needed to find it I don't know,, they were justsupposed to send me a replacement when the broken one arrived. Beingthis phone was only 3 months old, I also tried to get Nextel to help meout. They are worse than Motorola. After numerous calls to Motorola noone there could help. They gave me the number to the repair facility,but all you get are answering machines(boy do they have a lot ofmessages on everyone extension I could punch in).
But, I called this number & Nicki immediately could look up theclaim number, see that is should have been 3 day service & issending me a new I850 phone overnight. She told me if I got therepaired phone back to just keep it as a back up.
I am in the service industry and feel you need to follow through onyour promises. If you can't you need to take a look at your facilityand find out why.
I just had a similar success with Motorola executive customer support. After having a repair denied on my in warranty Motorola phone, because it wasn't from a US carrier, I e-mailed several executives' addresses and asked how to get international warranty support. Within an hour I'd received a phone call back offering to swap my broken phone for a new one.
I won't go into detail about my runaround with the normal customer support (closing tickets without solving problems, non-English speaking CSRs, following the wrong support script, etc.), but having completely useless normal support, which forces people into executive support, seems like a very inefficient way to run a company.