[Xoom General] jvanzeijst:
right up the A-hole by MOTO!

please read the following conversation between me (xoom 2 10,1" mz615) and MOTO's official tech support!

Anyone got the same situation, or at least any advise on what to do now?

I know its a bit long, but please help?

-------------

Dear Motorola,

Well according to your reply, I would like to know who or which apartment of Motorola altered the software then..because sure as hell i didnt.! Its actually ridiculous, It came like this in the box completely sealed and know my official motorola tablet actually loses warranty and official support. Bull****!..

Excuse me for my strong language, but im really upset by this utterly rubbish answer..How is this possible in the first place, that a German unit wich actually doesnt run west european firmware, got sold by an official phone shop in the Netherlands.(https://www.studentmobiel.nl/motorola-xoom-2)

Its never been rooted, not even a single customrom available for a mz615. According to many Forum because of the locked bootloader its not even possible to upload an modified rom to this tablet,So how the hell got the software modified on this unit,with an official motorola non-efigs rom wich is not even available for download anyware? I even cut the motorola seals on the box myself!..Also the box label says Its NLD retail?!

So as far i know its you guys or a eu-dealer who shipped this tablet this way..so please explain to me why i can have No Warranty, or no official support? And wich Dumbass company ships firmware like this on their tablet anyway?at least its an officiall motorola rom, wright?

Ok i knew motorola isn't very well known brand in this country but i feel robbed by this situation. 259euro down the drain and a fricking heavy paperweight! thanks a lot..now i really regret my purchase and wished i opted for a better brand.Even as you mentioned to ship an ics update for the xoom 2 tablets around Q3 2012,(wich is ridiculous late any way) only US xyboard and xoom 2 ME got updated, until god knows when..

(i doubt if all of this, just isnt your chicken way-out of the ics update at all!?)Just to completly reply to your answer, offcourse i'm not satisfied and yes i do need this case to be reopened! Rather soon please?

Hope you can solve this issue soon, and reconsider your support.. because to a honest consumer like me it just doesn't make sense..

yours,

Jeffrey

Op 2 okt. 2012 13:27 schreef "Motorola Support" <motorola_uk@mailwc.custhelp.com> het volgende:

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.

Subject

ICS Update Issue

Discussion Thread

Response Via Email (Jahmila)	02/10/2012 12.27 PM

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Customer Reference number: 120926-013669

Dear Customer,

Thank you for contacting Motorola.

We are sorry to inform you that we can not assist in providing ICS for your XOOM 2 as the software has been modified, it is a German tablet with eastern european software (Non EFIGS stands for Non English, French, Italian, German, Spanish). This also places the unit out of warranty.

For any further assistance or information please do not hesitate to contact us again, quoting your Customer Reference number.

Thank you for allowing us to be of service to you.

Kind regards,

Motorola Mobility UK Ltd.

www.motorola.com

Customer By Phone In (Entered by Jahmila)	26/09/2012 11.50 AM

Customer is in Netherlands with german XOOM 2, recieved update and tried to download but it downloaded for 5 h and is now gone. Customer has done a factory reset

Took customers details and advised that case will be escalated

Escalating

Chat Transcript	26/09/2012 11.43 AM

[11:17:54 AM] Hi, my name is Emilie . How may I help you?

[11:18:33 AM] 'Emilie ' disconnected ('Transferred to Queue').

[11:18:41 AM] Hi, my name is Jahmila. How may I help you?

[11:18:45 AM] Jeffrey: hello Emilie, i would like to ask if the ics update for xoom2 already rolled out?

[11:19:56 AM] Jeffrey: because last night i recieved an ota update but when i tried to download it got stuck downloading for about 5 hours..

[11:20:25 AM] Jahmila: Have you tried to download again?

[11:20:56 AM] Jeffrey: now still fed up with 3.2.2 and it reports there is no update needed/availeble..

[11:21:12 AM] Jeffrey: is it calledback?

[11:21:25 AM] Jeffrey: sorry for my english..

[11:22:01 AM] Jahmila: Where are you located Sir?

[11:22:07 AM] Jeffrey: netherlands

[11:22:15 AM] Jahmila: Can you please supply the IMEI or MSN number of the unit

[11:22:33 AM] Jeffrey: yes ,where can i find this?

[11:23:22 AM] Jeffrey: is it buildnumber??

[11:23:35 AM] Jahmila: In about tablet or where the SD/Sim slot is, on a very small sticker

[11:23:49 AM] Jahmila: IMEI number or MSN

[11:24:25 AM] Jeffrey: oh sorry just found it, its MSN N076SG22NP

[11:25:07 AM] Jeffrey: i was told it was from german origin..

[11:25:30 AM] Jahmila: thank you. One moment please

[11:25:37 AM] Jahmila: Yes, it is a German unit

[11:25:40 AM] Jeffrey: but bought it local in the netherlands..ok i'll hold

[11:25:59 AM] Jahmila: have you connected the tablet to your computer and tried to download manually?

[11:26:54 AM] Jeffrey: yeah it also said not availleble, but why did i got that update message than last night?

[11:29:13 AM] Jahmila: Your case will be escalated to our technical department where they will see if it is possible to push ICS ti your unit again

[11:30:59 AM] Jeffrey: i retried, still no update available..i was overjoyed i finalliy recieved that longwaited ics update. and started downloading offcourse.. than it didnt show any progress or so, only when i tried to manually search for updates it told it was downloading a package..but after somewhat 5 hours still nothing completed or happened..

[11:32:06 AM] Jeffrey: i really hope they could help out and not that it was somesort of a glitch

[11:32:26 AM] Jahmila: We understand your frustration Sir but unfortunately we can not assist you further at this time, your case will be escalated to our technical department where they will see if it is possible to push ICS to your unit again

[11:33:03 AM] Jahmila: Can you also please supply us with the system version and confirm if the unit has been rooted or the software modified in any way

[11:34:27 AM] Jeffrey: yes i will, systemversion= 0.268.4.MZ615.NonEFIGSRetail.en.EU

[11:34:53 AM] Jeffrey: i didnt root or altered the software..

[11:35:36 AM] Jeffrey: only factory resetted it this morning to try if the ota update showed up again.

[11:37:33 AM] Jeffrey: do you need anything else?

[11:38:04 AM] Jahmila: Thank you for the information Sir. Your case wioll be escalated. is there anything else I can do for you?

[11:38:22 AM] Jeffrey: no this is it..

[11:39:34 AM] Jeffrey: do i recieve an email from techsupport or just have to wait if the update will re apear.?

[11:40:50 AM] Jahmila: When we have further information you will be contacted but the update may appear before you are contacted. When trying to download please ensre you are connected by wifi

[11:42:05 AM] Jeffrey: alright i understand.. i have wifi only model so there's no other connection possible ;)

[11:42:18 AM] Jeffrey: thank you for your time..

[11:42:28 AM] Jeffrey: take care..

[11:42:48 AM] Jahmila: Thank you for contacting Motorola. Have a nice day

[11:42:58 AM] 'Jeffrey' disconnected ('Concluded by End-user').

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