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Moto G Order Saga

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cjones00
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Default Moto G Order Saga

Hello All - I thought my experience ordering a Moto G LTE might save others some headaches. Here's the saga:
I ordered a Moto G LTE from Motorola's website on June 5th (they immediately charged my credit card). I received a confirmation email with a scheduled delivery date of June 10th. Come June 10th no phone, so I checked the order status. The Moto website stated the phone had not even shipped. I initiated an online chat via the website, explained the issue and the Moto rep stated that they were out of stock and it would be at least 4 or 5 working days before the phone would be shipped. Note that at this point in time the Moto website stated they were in stock. I told the Moto rep that I didn't want the phone (knowing that Amazon had them in stock) and told him to cancel the order. After 30 minutes of "I have to talk to a specialist" and "perhaps we can expedite the order" and other delaying tactics I still maintained that I wanted the order canceled. On hold for another 10 minutes, he came back on and said the order would be canceled and I would receive a confirming email within 24 hours. For reference I printed out the chat session. The next day when no email arrived I again checked status to find the order had been shipped. This would have been ok but I had already ordered one from Amazon, based on his assurance that the order had been canceled. Not needing two phones, and angry at being lied to by the Moto rep I refused delivery of the Moto phone. This morning I received confirmation from FedEx that the phone was returned to Motorola so I tried to initiate a return to get a refund. Can't do it - you need the IMEI number which I didn't have. So I called Moto. After reaching a Moto rep, giving her all my info, spelling my name several times, describing my problem, she said their system was down and I had to call back in two hours. Three hours later I called back, went through the same process and was told I would be placed on hold for two minutes while he looked into the situation. TWENTY MINUTES later he came back on, said he had to transfer me to a specialist. Another 10 minutes on hold and a cheerful Moto rep asked "how can I help you today". Went through the process AGAIN for the third time today and this time told him I would not be placed on hold, if I had to wait so did he. After 15 minutes of "let me look into this" he finally said he would process a refund within 10 days. We'll see - I plan on filing a dispute with my credit card company anyway just to be sure. So here's what I learned:
1. Don't believe anything a Motorola representative tells you.
2. Document everything. Ask them for an incident number. If you ship anything to them get a tracking number.
3. As much as you want to holler at the guy on the other end of the phone (or chat session) don't get angry with them. Motorola keeps these guys on a short leash and he is just following orders. Most likely he lives in a third world country somewhere (given the accent I suspect India) and knows there are hundreds of his countrymen who will take his place if he doesn't follow the rules. Besides it won't do any good - just be firm, polite and repeat any commitments he makes back to him for confirmation. Again, keep records of everything, including notes you take during phone calls.
4. Persevere - I do think they try delaying tactics to try to get you to give up. At one point in the chat session I was told that he needed to contact a specialist and it would take 20 minutes - did I want to hold? When I told him I refuse to wait 20 minutes he miraculously was connected within 30 seconds.
5. Try not to go crazy while on hold and listening to "Here at Motorola we're here to help. A representative will be with you shortly" for what seemed like a thousand times.

Am I recommending against the Moto G? Not at all. I bought the phone for my daughter and she loves it. What I am recommending is not buying from Motorola direct. Amazon has the same phone at the same price and if you are a Prime member two day shipping is free. Plus if you do need to return it Amazon is quick and easy. Tech support may be another issue, but I have no first hand experience so others on this forum would be in a better position to comment. Having dealt with AT&T tech support I doubt that Motorola could be any worse.

So that's my experience. Eventually I'll get a refund from Motorola, all that remains to be seen is how much effort I need to expend to get it.
Hope this helps.
 
NWKENT
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(Last edited by NWKENT; 17th June 2014 at 10:14 PM.)
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Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..

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SbM_
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Quote:
Originally Posted by NWKENT View Post
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..

sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
+1. People want everything immediately these days. Crazy world.
Moto G [XT1032 8 GB retail FR]
Nexus 7 [grouper 16 GB]
Acer CloudMobile (S500)
Acer Liquid Glow (E330)

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liveroy
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Have you even thought that if you didn't rush to order one from Amazon, while you didn't have a confirmed refund and what followed is only and only your fault?

"Don't make a deal with a money from a deal you didn't finish yet"
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bozzykid
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I just checked my order and I ordered from Motorola on the same day as you. I actually received mine on the 10th. When you are ordering a brand new device, you have to expect delays and misinformation from CSRs. The best thing you could of done was had a little patience and you would of received yours from Motorola rather quickly and before Amazon. I don't really see what Motorola did to you that was so wrong.
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cjones00
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Quote:
Originally Posted by NWKENT View Post
Sir, Friend..I have ordered a many devices from the Moto direct site..seems as thow patients with the order would have been the thing, and avoided all the hassle gone thru, because Amazon was out of the devices about the same time, I have monitored both sites, and availability..one or the other would have gotten you the device just as soon..one must keep in mind of the demand, and patients will always come out ahead, whether or not a couple more days before you received the device, and I'm sure your daughter could have waited a couple, three more days..the crazy world has lost the thing called "patients" which is a trait we must hone continually.. and avoid stress while doing so..and there was a weekend between June 5th and June 10th..and not all people work 24/7..Seems as thow all this may / could have been avoided..just me thow..

sent by my MZ617-64 XYBoard 10.1_VRoot_SafeStrap v3.12_Jelly Bean 4.1.2
My point was that 1) Motorola stated they would deliver the product on June 10th. 2) When they didn't, I initiated contact with them and first was told they were "out of stock, and when they stock up they will send the phone". They went from delivering it on June 10th to delivering it "when they stock up", so there was no specific date. It was only after requesting the cancellation they came back and said it would ship "in 4 or 5 working days". While I was on line with Motorola I checked the Amazon store, which said the phone was in stock. It was only after Motorola's assurance that the order was canceled did I place the order with Amazon on June 10th. I received the phone from Amazon on June 12th. The Motorola rep stated 1) they were out of stock, 2) it would ship in 4 or 5 working days and 3) the order was canceled - all of these statements were false. Patience has nothing to do with it - I don't like being lied to. But please feel free to disregard my experience and order direct from Motorola. My post was only intended to advise others of my experience and they can make whatever use of the information as they see fit.

Have a nice day.
 
cjones00
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Have you even thought that if you didn't rush to order one from Amazon, while you didn't have a confirmed refund and what followed is only and only your fault?

"Don't make a deal with a money from a deal you didn't finish yet"
So if I understand your post I should have waited for Motorola to refund my account? Even when they told me the order was canceled they stated it would be up to 10 working days before the refund was posted. So you advocate I should patiently sit and wait for two weeks for a refund, just to be sure they didn't lie to me, then order the phone from Amazon? Why would I do that for a measly $220? My daughter is enjoying her new phone (her old one was on its last legs) and I will eventually receive a refund from Motorola. The only question is when. Again, you may want to order from Motorola - go ahead. Doesn't bother me a bit. Personally I don't like dealing with someone that blatantly lies, and the Motorola rep made three statements that simply weren't true.
 
SbM_
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You should have just waited for "4 or 5 working days", IMO.
Moto G [XT1032 8 GB retail FR]
Nexus 7 [grouper 16 GB]
Acer CloudMobile (S500)
Acer Liquid Glow (E330)

 
liveroy
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Originally Posted by cjones00 View Post
So if I understand your post I should have waited for Motorola to refund my account? Even when they told me the order was canceled they stated it would be up to 10 working days before the refund was posted. So you advocate I should patiently sit and wait for two weeks for a refund, just to be sure they didn't lie to me, then order the phone from Amazon? Why would I do that for a measly $220? My daughter is enjoying her new phone (her old one was on its last legs) and I will eventually receive a refund from Motorola. The only question is when. Again, you may want to order from Motorola - go ahead. Doesn't bother me a bit. Personally I don't like dealing with someone that blatantly lies, and the Motorola rep made three statements that simply weren't true.
I didn't mean you should wait the whole period until the refund pops-up on your account.But you should have let some reasonable time to pass at least (3 days or so).Other than that, its your problem what you do with your money after all, even if you end up with 2 phones or w/e.
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cjones00
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Perhaps everyone here is right. Had I known that Motorola's customer service group was this screwed up I would have waited the 4 or 5 working days, which would have actually been at least a week (assuming that wasn't another lie). Of course, if I had known they were this screwed up I wouldn't have ordered from them in the first place - which was the point of my original post.

I'm just letting people know of my experience, they can order from whomever they choose.

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