[Moto X General] ghostt021:
O.M.G.

:confused:After reading the post in this thread, I thought WOW!!! can one company's customer care be that bad? No way I thought..... I was wrong. So very wrong. My story as follows... 12/23/13 I order a moto x motomaker version. 12/31/13 the phone arrivals while I'm out of town. 01/02/14 I read the price dropped and I think to myself great chance to get the Dev edition that I truly wanted. 01/03/14 I pick up my phone and even though I like it, I know I'd love the dev edition. 01/07/14 I call Motorola and ask if I can exchange my phone for the dev edition, I'm told yes by the rep. I ask what the timeline will be and explain that going back to an incredible two with a jacked screen. The rep informs me that I have two options. One the buy the dev edition out right and return mine phone or return the phone I have and wait to get a code emailed to me then reorder the phone. I explain that this close after the holiday is not an option and that I like return my phone but would like a timeline on the process cause of the condition of my old phone. The rep stated that she'd sent me a RMA code via email and that once they received my phone it would be a 7 to 10 day turn around to receive my new order. Great I say let's do it.....HUGE MISTAKE on my part. 01/07/14 afternoon I received the RMA code, however I nor five FedEx stores can print it. 01/20/14 after several calls to Motorola I a rep who tells me that there's something wrong with the RMA and sends me a new one. 01/20/14 I send moto maker phone back. 01/23/14 I call Motorola and asked how long will it take to process my return as I'm waiting to order the dev edition. The informs me that yes my phone was received but I can't order the dev phone I can only reorder another motomaker....... WHAT!!!! I explain what I was told and he states the Motorola moto "on behalf of Motorola I apologize". The rep then informs me that I can do a full refund and buy the dev out right.....wait for it, but I'd have to wait 14 days for my card to credited. So skip ahead four reps later and the Motorola moto from each "on behalf of Motorola I apologize" like this fixes the problem. 01/25/14 I decided I'll just take the code and reorder a motomaker x. The rep informs me at 3:30pm that I'll have the code in four hours. 01/26/14 19 hours later still no code, but I get an email from another rep stating she reviewed my claim and wants to make sure that I really want to order motomaker x and not the dev edition..... not really but at this point I'm afraid I'd never see a refund so I could order the dev edition and to just send the code so I can order the motomaker x... again. She responds that as soon as I send back my phone and they receive it the code will be generated...... ARE YOU F...... KIDDING ME!!!!! SO I respond with the information of the returned phone which she replies she'll look into an to enjoy my weekend.... yeah right..... 01/27/14 9:30am still no code, I call Motorola again. After explaining my situation to three more reps (total is ten now.... all with the same moto " ON BEHALF OF MOTOROLA I APOLOGIZE" The last guy asked me to give him til noon to look into my situation and he'd call me back. That was at 10:00am it's now 2:30pm as I write this. No call and still no code. I'm starting to realize why I haven't owed a Motorola device in the last 14 years. UP DATE: so 5:30pm 01/27/14 finally received my code to reorder my phone though motomaker. I was informed that the problem was that there is only one guy scanning returns back into the system.... not sure how that's the customer problem but whatever. I was afford a slim charger pack and ear buds valued at $80.00 for my troubles (not that I need either but whatever). 01/29/14 received an email from FedEx that my package was delivered. So 10 days without a phone (and for those wondering if I had taken the refund then ordered the dev edition, the refund process would not have taken place til 14 days after 01/27/14 almost a month later) in the end I ended up with the same phone I started with, was with that phone for 10 days, spent countless hour on the phone with customer care, and received a set of ear buds and a charger (neither I needed and stated). And all this could have been avoided if the first customer service rep had been trained right, follow by if any rep after had the know how to step up and take care of the customer. Oh a little background on myself.... 8 years customer sevice manager for the third largest retail company in the world. This would have never been allowed.... My final thoughts great phone just hope I don't need help from customer care again.