POOR POOR POOR experience with Motorola customer service.

[JustusIV]

Just thought i would post my experience with Motorola customer service. 6 months ago i did an "advanced exchange" with them and received a new device as the first one burned up the WiFi chip. No real issues there. Fast forward to a few weeks ago and my volume down button just stops working. Call in and get so much run around it was crazy. It all stemmed from they said that my IMEI number was not in their system. Well i got news for them, they sent me the darn device with that IMEI. I spent probably a total of 4 hours on the phone and two different times they said it would take a few days to add. Only the second time did it actually happen. So yesterday i received second exchange device and the first thing out of the box the wireless charger doesn't work. Call back today and they say i have to pay for another "advanced exchange".
Made me mad enough i just went and bought a N6P and am saying so long to Motorola.

 

[NLBeev]

..... first thing out of the box the wireless charger doesn't work....

Did you try charging with a different charger, or wireless charging ?

 

[JustusIV]

Did you try charging with a different charger, or wireless charging ?

I work in IT, between my co-works and myself we have 4 nexus 6 devices and 2 charging pads. All Nexus 6 devices charge perfectly on all pads except my new one that charges on neither
I got really poor support from motorola so i thought i would share.

 

[NLBeev]

I work in IT, between my co-works and myself we have 4 nexus 6 devices and 2 charging pads. All Nexus 6 devices charge perfectly on all pads except my new one that charges on neither
I got really poor support from motorola so i thought i would share.

It is just my curiosity. But when the N6 does not charge at all, I wonder if M send you a new device. Within the warranty period M is obliged to fix the problem.

 

[JustusIV]

It is just my curiosity. But when the N6 does not charge at all, I wonder if M send you a new device. Within the warranty period M is obliged to fix the problem.

I dont really understand your question...... but yes the device is under warranty. They should honor that by sending me a new one. I am mostly mad they sent me a broken one and want me to pay for them to send another.

 

[NLBeev]

I dont really understand your question...... but yes the device is under warranty. They should honor that by sending me a new one. I am mostly mad they sent me a broken one and want me to pay for them to send another.

When the device is under warranty, you do not have to accept. Maybe the costs of transportation could be yours (warranty conditions). I think you should try again. We all pay for warranty, so don't give up.

 

[JustusIV]

I'm not exactly following you. They sent me another device that was broken when I took it out of the box. Now they want 25 more dollars to exchange that one.

Sent from my Nexus 6 using Tapatalk

 

[NLBeev]

I'm not exactly following you. They sent me another device that was broken when I took it out of the box. Now they want 25 more dollars to exchange that one.

I don't know about the specific warranty conditions. But it seems reasonable to me that Motorola must deliver you a 100% working device.
The costs of transportation to send the device back to M. is a different point. When the warrenty conditions does not mention who is responsiblefor the transportation costs, than IMO you have to pay.

 

[bushako]

Excellent choice mate. Hope Huawei doesn't turn you off as well. Although if I was in your shoes I wouldn't let them off that easily.

Sent from my Nexus 6 using Tapatalk

 

[DualSportDad]

I'm seeing poor support from them as well. I tried calling in to get my broken screen fixed and couldn't understand a thing the lady was saying to me and she couldn't understand me either. I ended up doing the online repair request, said it was a free repair with a 4 day turn around. A week and half later they email me that it's going to cost $175. Still waiting for my phone to be returned to me.

Co worker waited over a month and a half to have his moto x pure replaced under warranty and he did the advanced exchange and they wouldn't release the hold off his card.

Seems like lennovo had ran Motorola into ground, or is at least in the process of it.

 

[JustusIV]

So my co-worker decided to fix my phone, and what he found makes me embarrassed for Motorola.
Wouldn't charge via wired or wireless. Keep in mind this was supposed to be a perfectly working model sent back from Motorola.
First the reason why it wouldn't charge via the wire. Part of the plastic was under the contacts had snapped off. So the pin was hanging lose. He was able to fix it enough to charge by putting glue in there and getting the pin in a location it made contact.
Second the wireless charging issue. He opened the phone and found that they had ripped the "ribbon" with a screw that went to the wireless charging coil or whatever. He was able to fix that just by patching the ribbon. with some electrical tape or something.
Either way Motorola you get an F for customer experience.
I will never buy another one of your phones after dealing with you guys.

Bought a 6P almost a year ago and its the best phone i have ever owned. I decided to do some follow up posts when i was looking through my history.

 

[Strephon Alkhalikoi]

You have to remember that Motorola no longer exists. The brand logo has been slapped on a few phones, but what you're seeing now is typical Lenovo. When Motorola was owned by Google, things were very different, and the Nexus 6 is proof of that as it is the only device where both the hardware and software were made by Google-owned entities.

 

[poodleDoo]

Well, I beg to differ. My experience with their support was good.
I bought a N6 from swappa, a vertical half of the screen would randomly freeze, while the other half would still work; search revealed this to be a hardware issue.
The seller denied the phone had a problem and said I 'must have done something to it'...

Anyway, there were 3 days left of warranty for the phone (July 2016).
I opened a case, got a shipping label, and I received a replacement, however, the replacement was a 32GB version vs the 64GB I sent, so I called support and they immediately contacted their manager, who in turn contacted the logistics group; they emailed a return label, and as soon as the wrong phone arrived in their facilities, they shipped the correct one.
All this took about a 5 or 6 business days.

I could ***** around about the mis-shipment, but as far as support goes, they're way batter than 90% of other companies out there...