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- 01-13-2004, 04:09 PM #1Evan PlattGuest
December 1: I send my phone in for repair - A motorola 270c - to have
the firmware upgraded for bluetooth.
My bad - I neglect to send the Proof of purchase. I call the next day
after having shipped it, to confirm what to do. They say fax it in
with a note. I fax it in with a detailed note - I left this out,
here's the ESN, yada yada yada. Wait until about 2 days after they
rec'd it (confirmed via fedex). I also confirm that they rec'd the
fax. Yes. Call about a week later, they're just about to hand it to a
tech. Just confirming everything's honky dory. Call a few days later
(December 12), they said it's done and been shipped out. GREAT!
December 15th - recieve phone back 'unrepaired - no proof of warranty
enclosed'. Boy, was I fuming. It included a pre-paid shipping slip, so
I sent it back the 16th, they got it the 17th. I've called about every
3-4 days - they STILL have it. I've been told now by 5 people that an
escalation request has been submitted, and the tech has been e-mailed,
however each person tells me that they are the first to do this, that
there's no notes in the account that this was ever done, etc. They
also claim there's no way they can telephone the tech or even the tech
department - they have to use e-mail (uhh ok, no phones there? Is this
a sweatshop?). Over the past 2 weeks, every time I call I'm told 'call
back in 2 days'. Every 2 days, I get 'Oh, no, no no escalation has
been done yet! And each time, I have to go over once again, that the
phone has been out of my hands since December 1- each time they say
'Well, we just receieved it December 17th!'
So while I was on hold with customer care, I filled out a web comment
on Motorola's web site. I documented my experience, etc.
Their reply: "Please call customer care at 1-800-..."
I slowly banged my head against the wall numerous times.
And unfortuantely, their customer service has been outsourced to
somewhere obviously south american. Very heavy accent each time.
What's funny is a coworker sent his Kyocera phone in for repair
December 22nd - and got it back Jan 8.
To e-mail me, remove theobvious from my e-mail address.
› See More: I will never buy from Motorola again...
- 01-13-2004, 07:59 PM #2R. Mark ClaytonGuest
Re: I will never buy from Motorola again...
"Evan Platt" <[email protected]> wrote in message
news:[email protected]...
> December 1: I send my phone in for repair - A motorola 270c - to have
> the firmware upgraded for bluetooth.
> My bad - I neglect to send the Proof of purchase. I call the next day
snip
>
> And unfortuantely, their customer service has been outsourced to
> somewhere obviously south american. Very heavy accent each time.
Perhaps something about the way you speak to them gives away your racist
attitude - one bank I know uses blind and disabled people to answer the
phone because it has a social conscience. Any way I guess perhaps they just
strung you along because of that...
>
> What's funny is a coworker sent his Kyocera phone in for repair
> December 22nd - and got it back Jan 8.
Bet he put a copy of the receipt in though...
> To e-mail me, remove theobvious from my e-mail address.
BTW I have found my Mot's and their CS generally excellent.
- 01-13-2004, 07:59 PM #3R. Mark ClaytonGuest
Re: I will never buy from Motorola again...
"Evan Platt" <[email protected]> wrote in message
news:[email protected]...
> December 1: I send my phone in for repair - A motorola 270c - to have
> the firmware upgraded for bluetooth.
> My bad - I neglect to send the Proof of purchase. I call the next day
snip
>
> And unfortuantely, their customer service has been outsourced to
> somewhere obviously south american. Very heavy accent each time.
Perhaps something about the way you speak to them gives away your racist
attitude - one bank I know uses blind and disabled people to answer the
phone because it has a social conscience. Any way I guess perhaps they just
strung you along because of that...
>
> What's funny is a coworker sent his Kyocera phone in for repair
> December 22nd - and got it back Jan 8.
Bet he put a copy of the receipt in though...
> To e-mail me, remove theobvious from my e-mail address.
BTW I have found my Mot's and their CS generally excellent.
- 01-13-2004, 09:33 PM #4dirty rat 753Guest
Re: I will never buy from Motorola again...
You have a Verizon Store nearby? Maybe you need to make a friend near a
Verizon retail store that can do firmware updates
"Evan Platt" <[email protected]> wrote in message
news:[email protected]...
> December 1: I send my phone in for repair - A motorola 270c - to have
> the firmware upgraded for bluetooth.
- 01-13-2004, 09:33 PM #5dirty rat 753Guest
Re: I will never buy from Motorola again...
You have a Verizon Store nearby? Maybe you need to make a friend near a
Verizon retail store that can do firmware updates
"Evan Platt" <[email protected]> wrote in message
news:[email protected]...
> December 1: I send my phone in for repair - A motorola 270c - to have
> the firmware upgraded for bluetooth.
- 01-14-2004, 07:20 AM #6Thomas M. GoetheGuest
Re: I will never buy from Motorola again...
VZW firmware kills the Bluetooth capabilities of the phone. I am in the
same process of trying to get that one sorted out so that I can use a
Bluetooth module with a VZW 270. I managed, in the meantime, to find an
Alltel 270 that allows the Bluetooth to work and am cheerfully using it with
a wireless headset. Very nice feature if you use the phone a lot and have to
carry a lot of other stuff that gets tangled in headset cords.
--
Thomas M. Goethe
"dirty rat 753" <[email protected]> wrote in message
news:[email protected]...
> You have a Verizon Store nearby? Maybe you need to make a friend near a
> Verizon retail store that can do firmware updates
>
> "Evan Platt" <[email protected]> wrote in message
> news:[email protected]...
> > December 1: I send my phone in for repair - A motorola 270c - to have
> > the firmware upgraded for bluetooth.
>
>
- 01-14-2004, 07:20 AM #7Thomas M. GoetheGuest
Re: I will never buy from Motorola again...
VZW firmware kills the Bluetooth capabilities of the phone. I am in the
same process of trying to get that one sorted out so that I can use a
Bluetooth module with a VZW 270. I managed, in the meantime, to find an
Alltel 270 that allows the Bluetooth to work and am cheerfully using it with
a wireless headset. Very nice feature if you use the phone a lot and have to
carry a lot of other stuff that gets tangled in headset cords.
--
Thomas M. Goethe
"dirty rat 753" <[email protected]> wrote in message
news:[email protected]...
> You have a Verizon Store nearby? Maybe you need to make a friend near a
> Verizon retail store that can do firmware updates
>
> "Evan Platt" <[email protected]> wrote in message
> news:[email protected]...
> > December 1: I send my phone in for repair - A motorola 270c - to have
> > the firmware upgraded for bluetooth.
>
>
- 01-14-2004, 12:33 PM #8Evan PlattGuest
Re: I will never buy from Motorola again...
On Wed, 14 Jan 2004 01:59:24 +0000 (UTC), "R. Mark Clayton"
<[email protected]> wrote:
>Perhaps something about the way you speak to them gives away your racist
>attitude - one bank I know uses blind and disabled people to answer the
>phone because it has a social conscience. Any way I guess perhaps they just
>strung you along because of that...
I'm about the most un-racist person you'll ever see. I work at a ISP
with a very diverse crew, and we deal with people from every country
all the time - a number of vendors we work with outsource to just
about every country. Most of them are not allowed to say where they
are, however it's quite obvious when you call 20 times and each time
talk to someone with the same 'accent'. The problem I have isn't that
it's someone from another country, but 2 issues are it's often hard to
understand them due to a heavy accent, and a 'lag' on the phone
(delay). I do not get 'frustrated' nor am I rude. It's just simply
annoying to have your phone take 1 1/2 months to have the firmware
upgraded.
>> What's funny is a coworker sent his Kyocera phone in for repair
>> December 22nd - and got it back Jan 8.
>
>Bet he put a copy of the receipt in though...
Actually no. Simply filed out a form asking what was wrong with the
phone. His phone was discontinued - and a refurbished phone was sent
back to him (same model).
Regardless of receipt or not, they recieved the phone December 17th.
I've now been told a Priority One request has been put in 6 times now.
Each 'Priority 1 Request' says my phone will be shipped out in 48
hours. Every 2 business days I call back, do the math.
>BTW I have found my Mot's and their CS generally excellent.
Well I used to work for a cell phone shop. (Technically I work for the
same company, we're just no longer a cell phone shop.) We were a
Motorola dealer. We sent phones to Motorola (same address but we had a
form we could use to 'expidite' repairs). I would send phones in in
batches - perhaps 4 a week. We'd send in phone, 'form', and invoice
proving warranty / proof of purchase. 80-90% of the time, the phones
would be sent back 'out of warranty, no proof of warranty enclosed'
even when it was. We would then have to ship the phone back and write
in big bold letters "SECOND TIME - PHONE IS IN WARRANTY". It got to
the point where we would often write this anyway each time.
This unfortunately is the norm. However when we sent it in to the same
address, but as a dealer, we got the phone 'unrepaired' in a week.
To e-mail me, remove theobvious from my e-mail address.
- 01-14-2004, 12:33 PM #9Evan PlattGuest
Re: I will never buy from Motorola again...
On Wed, 14 Jan 2004 01:59:24 +0000 (UTC), "R. Mark Clayton"
<[email protected]> wrote:
>Perhaps something about the way you speak to them gives away your racist
>attitude - one bank I know uses blind and disabled people to answer the
>phone because it has a social conscience. Any way I guess perhaps they just
>strung you along because of that...
I'm about the most un-racist person you'll ever see. I work at a ISP
with a very diverse crew, and we deal with people from every country
all the time - a number of vendors we work with outsource to just
about every country. Most of them are not allowed to say where they
are, however it's quite obvious when you call 20 times and each time
talk to someone with the same 'accent'. The problem I have isn't that
it's someone from another country, but 2 issues are it's often hard to
understand them due to a heavy accent, and a 'lag' on the phone
(delay). I do not get 'frustrated' nor am I rude. It's just simply
annoying to have your phone take 1 1/2 months to have the firmware
upgraded.
>> What's funny is a coworker sent his Kyocera phone in for repair
>> December 22nd - and got it back Jan 8.
>
>Bet he put a copy of the receipt in though...
Actually no. Simply filed out a form asking what was wrong with the
phone. His phone was discontinued - and a refurbished phone was sent
back to him (same model).
Regardless of receipt or not, they recieved the phone December 17th.
I've now been told a Priority One request has been put in 6 times now.
Each 'Priority 1 Request' says my phone will be shipped out in 48
hours. Every 2 business days I call back, do the math.
>BTW I have found my Mot's and their CS generally excellent.
Well I used to work for a cell phone shop. (Technically I work for the
same company, we're just no longer a cell phone shop.) We were a
Motorola dealer. We sent phones to Motorola (same address but we had a
form we could use to 'expidite' repairs). I would send phones in in
batches - perhaps 4 a week. We'd send in phone, 'form', and invoice
proving warranty / proof of purchase. 80-90% of the time, the phones
would be sent back 'out of warranty, no proof of warranty enclosed'
even when it was. We would then have to ship the phone back and write
in big bold letters "SECOND TIME - PHONE IS IN WARRANTY". It got to
the point where we would often write this anyway each time.
This unfortunately is the norm. However when we sent it in to the same
address, but as a dealer, we got the phone 'unrepaired' in a week.
To e-mail me, remove theobvious from my e-mail address.
- 01-14-2004, 12:38 PM #10Evan PlattGuest
Re: I will never buy from Motorola again...
On Tue, 13 Jan 2004 19:33:59 -0800, "dirty rat 753"
<[email protected]> wrote:
>You have a Verizon Store nearby? Maybe you need to make a friend near a
>Verizon retail store that can do firmware updates
I've called every Verizon store for 40 miles. Literally. They don't
touch the 270c. The one that did have the cable and the firmware kept
getting timeouts. They were afraid to keep trying for fear of frying
the phone. This was a store on the outskirts of the 40 mile range.
To e-mail me, remove theobvious from my e-mail address.
- 01-14-2004, 12:38 PM #11Evan PlattGuest
Re: I will never buy from Motorola again...
On Tue, 13 Jan 2004 19:33:59 -0800, "dirty rat 753"
<[email protected]> wrote:
>You have a Verizon Store nearby? Maybe you need to make a friend near a
>Verizon retail store that can do firmware updates
I've called every Verizon store for 40 miles. Literally. They don't
touch the 270c. The one that did have the cable and the firmware kept
getting timeouts. They were afraid to keep trying for fear of frying
the phone. This was a store on the outskirts of the 40 mile range.
To e-mail me, remove theobvious from my e-mail address.
- 01-14-2004, 12:39 PM #12Evan PlattGuest
Re: I will never buy from Motorola again...
On Wed, 14 Jan 2004 08:20:07 -0500, "Thomas M. Goethe"
<[email protected]> wrote:
> VZW firmware kills the Bluetooth capabilities of the phone. I am in the
>same process of trying to get that one sorted out so that I can use a
>Bluetooth module with a VZW 270. I managed, in the meantime, to find an
>Alltel 270 that allows the Bluetooth to work and am cheerfully using it with
>a wireless headset. Very nice feature if you use the phone a lot and have to
>carry a lot of other stuff that gets tangled in headset cords.
Well I hope after all this Motorola puts the right firmware. If not I
know it's going to be a headache to return the BT back for the phone -
considering that it's WAY beyond 30 days now...
To e-mail me, remove theobvious from my e-mail address.
- 01-14-2004, 12:39 PM #13Evan PlattGuest
Re: I will never buy from Motorola again...
On Wed, 14 Jan 2004 08:20:07 -0500, "Thomas M. Goethe"
<[email protected]> wrote:
> VZW firmware kills the Bluetooth capabilities of the phone. I am in the
>same process of trying to get that one sorted out so that I can use a
>Bluetooth module with a VZW 270. I managed, in the meantime, to find an
>Alltel 270 that allows the Bluetooth to work and am cheerfully using it with
>a wireless headset. Very nice feature if you use the phone a lot and have to
>carry a lot of other stuff that gets tangled in headset cords.
Well I hope after all this Motorola puts the right firmware. If not I
know it's going to be a headache to return the BT back for the phone -
considering that it's WAY beyond 30 days now...
To e-mail me, remove theobvious from my e-mail address.
- 01-14-2004, 12:58 PM #14Evan PlattGuest
Re: I will never buy from Motorola again...
On Wed, 14 Jan 2004 10:33:11 -0800, Evan Platt
<[email protected]> wrote:
>This unfortunately is the norm. However when we sent it in to the same
>address, but as a dealer, we got the phone 'unrepaired' in a week.
>To e-mail me, remove theobvious from my e-mail address.
Called again this morning - No priority one request has been filled
out. No surprise. I think now 5 or 6 priority one requests have not
been filled out. Initially spoke with Kelly - ID 2246. First thing
they ask for is a phone number 'in case we get disconnected'. Well,
while waiting on hold for her to track down a supervisor, - whadda ya
know - <CLICK>. No call back after 10 minutes. Now back on the phone
with them, 30 minutes later, STILL no call back from Kelly.
To e-mail me, remove theobvious from my e-mail address.
- 01-14-2004, 12:58 PM #15Evan PlattGuest
Re: I will never buy from Motorola again...
On Wed, 14 Jan 2004 10:33:11 -0800, Evan Platt
<[email protected]> wrote:
>This unfortunately is the norm. However when we sent it in to the same
>address, but as a dealer, we got the phone 'unrepaired' in a week.
>To e-mail me, remove theobvious from my e-mail address.
Called again this morning - No priority one request has been filled
out. No surprise. I think now 5 or 6 priority one requests have not
been filled out. Initially spoke with Kelly - ID 2246. First thing
they ask for is a phone number 'in case we get disconnected'. Well,
while waiting on hold for her to track down a supervisor, - whadda ya
know - <CLICK>. No call back after 10 minutes. Now back on the phone
with them, 30 minutes later, STILL no call back from Kelly.
To e-mail me, remove theobvious from my e-mail address.
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