I thought I would write a post about the hell I have been going through with Motorola customer service the past 3 days trying to exchange my defective Moto X.
Almost two weeks ago I purchased a Moto X custom version. I loved the phone but wasn’t crazy about the white face. Battery life was amazing! the best I’ve seen on ANY Android phone I’ve ever used. (I saw over 20 hours uptime with over 4 hours screen on time) I had chatted in to inquire about exchanging the device based on not liking the color. That process went smooth as butter! The day after I had chatted in I was able to order my advanced replacement. The phone arrived and I was happy! It looked great. After setting it up I noticed some really bad battery drain with this unit. In less than 30 minutes I would lose 3-7% battery just letting the phone sit idle. I had a feeling something was wrong with the battery or power on this device as the first device last A LOT longer! The device has currently been off the charger for almost 2 hours and has lost a whopping 14% battery. I did place one call for about 30 minutes but the rest of the time the phone has been sitting idle.
Into Moto Hell I go…
I chat into support and tell them about the issue I’m having and state I want to exchange the device because it’s defective and that I’m within my 14 days still to exchange the device. After some troubleshooting the chat agent tells me he has to transfer me to Moto X support.
Once transferred, I again went into the problem with the agent, who then said I had to call in. I call in, and the agent takes all the information and tells me an escalations specialist would contact me within 24 hours. 24 hours passes and no call. I call back in to follow up. The agent confirms it was sent to escalations and that I would get a call within 4 hours. 4.5 hours later, no call. I then call back and speak to another agent. He informs me he did get in touch with the escalations department and they said they are swamped but I was in their queue and assured me I would get a call back by the end of the day The end of the day comes and no call.
This morning I called to follow-up again. This time expressing a frustration. The agent gave me the same speech that it was with escalations and I had to wait. I refused and I did put up a stink. I told them I had very little faith in their call back capabilities and refused to be called back again. I spoke to a supervisor who was the most frustrating of them all. She kept me on the phone for over an hour and 20 minutes only telling me that was waiting to hear back from escalations and she is looking for information for the best possible solutions for me. This sounded like a broken record and wanted me to go through troubleshooting AGAIN. Like the first two times weren’t enough..
Finally, I get an escalations rep on the line. I explain everything to her and again she tells me she will have to look into it and call me back but promised she was personally handling my case and would call me back. Because of my frustration I took to social media. Motorola’s twitter account replied and said they would look into it. A short time after the same woman calls me back and says that she was processing the exchange but because of the social media post it raised attention to the engineers who wanted further information about my device. Does this sound like a hassle free exchange when I’m within my 14 day exchange/buyers remorse policy? I don’t think so.. So while on the phone with her she asks for permission to view the apps and usage on my phone. She then says Spotify is eating up half my battery.. I explained the drain I was experiencing was when no apps like Spotify were running and the phone was sitting there idle and that when I did use Spotify it made the battery life tank even more so then being idle. She asks for me to remove Spotify and she will contact me in 24 hours to see how my battery life is doing.
Well, Spotify hasn’t been installed and in the first 30 minutes of my phone being off charge I lost over 3% battery. My HTC one sitting here idle (with the same exact apps and services running/installed) has only lost 9% battery in 4 hours. It doesn’t take rocket science to figure out there is an issue with this device. I have owned enough Android devices to know when there is normal battery drain and when there is heavy battery drain. After speaking to a friend he instructed me to call back and demand an exchange or refund and that I’m within my 14 days and can exchange or return the phone for any reason during that time. So I call back and speak to another agent, after going back and forth with her he she says she will process and advanced exchange for me and that I would be getting the emails to order my new device and also the shipping label in 30 min- 1 hour. Well, it’s been one hour and no email. I just called back again and the agent informs me there was no exchanged processed. Are you kidding me????? He then goes to try to process it and guess what? He comes back and says someone has to call me back. This is getting ridiculous. I’m outraged at Motorola’s disorganization. Their system doesn’t work and leaves customers feeling more than just frustrated but outright pissed off! I had a much easier time exchanging the device due to not liking the color than having an actual issue with the phone.
I have demanded an exchange multiple times and keep getting the run around and asked to jump through more hoops. Motorola. there is a 14 day return/exchange policy. Why is it so difficult to exercise my rights to use this policy? Why must I jump through hoops, go through troubleshooting multiple times, have to spend hours over the phone to just exchange a defective device???? I’m within my 14 days, I shouldn’t have to jump through hoops or prove to you my device is defective. It should be a smooth process just like it was when I didn’t like the color of my first one. This is really the end result of piss poor training and no one seems like they know what they are doing. This is the first Motorola android device I have owned and it will be the last. Not because the device sucks, but because the customer service sucks. After all this headache and all this stress and frustration all I want to do is exchange my defective device! Why is this so difficult? I’ve had frustrating experiences with customer service people before but nothing ever like this. I feel like I’m in a horror movie. Motorola really needs to get their stuff together. Treating customers like this is unacceptable. When this lady from escalations calls me back I will be demanding I get an exchange but based on their track record with me so far, I’m not expecting much to come from it. I seem to be stuck in an infinite loop that is never going to end. The just don’t seem like they are willing to exchange this device for me and I can’t say this enough.. I am within my 14 day return period it shouldn’t take 3 days, countless hours on the phone with them, countless times troubleshooting and issue that I know is a defect. I should be able to exchange this device no questions asked and no hoops to jump through during my first 14 days. Motorola, if you are reading this, spend the money on properly training your reps so customers do not have to go through the hell you’ve been putting me through the past 3 days!