yashsingh1/xdaforums huggingface dataset:
[Moto X General] kolyan:
yes reps appeared to be very stupid when i called. 3rd time was the charm. try not to speak with woman there :)
[Moto X General] KidJoe:
Were you able to request the code from Moto's web site?
[Moto X General] homemadehitshow:
Well it's now 6 hours and I called back, of course I have been on hold for 35 minutes listening to the same message over and over and over and over and over again.
[Moto X General] KidJoe:
After my experiences with this last 6 weeks.. YIKES! All I can say is GOOD LUCK!!!
[Moto X General] burnout01:
Well I just had a tough time with their services as well. I just bought the Dev edition and it randomly reboots through out the day. I talked to them last week and they had me do a factory reset. Well it still reboots at random. Yesterday it locked up where I couldn't do anything with it for a few hours. I figured something must have drained the battery. After a few hours it finally powered back on and showed that battery at 83%. I have spent 1 and half on the phone today with them and a 1 and half last week troubleshooting this phone. I asked if I could return this unit and they send me another unit but would not. They will not give me the cyber monday sale price on it, but did offer to give me the standard Moto x for 150 off after they receive this one back. I tried explaining that I can't go a without a phone as my job requires after hours support. She suggested I find an old phone. I have to send this phone in and have it repaired by them. So I'll be out a phone for a week. They don't care.
[Moto X General] rvhuynh01:
Have you tried chatting live with a representative?

If you go to the link below, and click on 'Chat Live' - I was able to connect with someone in under a minute and they were pretty helpful with their information:

https://motorola-global-portal.custhelp.com/app/mcp/service/p/30,6720,8696//#/service

Just another avenue to try. Let me know how it goes
[Moto X General] fury683:
I did live chat with them last Friday and waited in queue for that for nearly an hour (with only 13 people ahead of me..) only to be told they couldn't help me on chat, I had to call their hotline.

I called that on my drive home work and was on hold for about 35 minutes before I talked to someone who told me I called the wrong number. He asked what number I called, and I gave it to him, and he said that was the right number, and he didn't know why I got routed to him. He transferred me and after about 20 more minutes, I got disconnected. I called back and was on hold until their support center closed at 7pm.

Calling back tonight on my drive home to see if I have any better luck.
[Moto X General] laur3n.newm4n:
Thankfully, I haven't had any problems with my actual device, but yes, their CS centers are a nightmare. I called in to find out why my device hadn't shipped yet (I knew it was probably because of the storm, but I wanted to hear if it was even actually ready to be shipped, or was still being assembled) because chat said they could not check that kind of thing. The guy on the phone was obviously just reading canned responses off of a script, and wouldn't just directly answer a question. I had to ask at least three times for him to just say, "Yes, that is correct," and confirm an assumption about my order.

My only "problem" was a case that was damaged when it arrived. Their chat acted like they were doing me a huge, big favor by sending me a replacement free of charge. Hey, it's not my fault that it was either a) sent out damaged or b) damaged in transit. Shipping claims are the responsibility of the shipper. Don't tell your customer that they're a "valued customer" but that you're going to make a big concession and offer to replace defective merchandise on a "one time only basis".
[Moto X General] tonyguy2000:
I bought a Moto G on 11/26, but changed my my mind later in the day. Unfortunately i wasn't able to cancel the order. I then ordered a Moto X which BTW I love. I then got a call from a supervisor who said she cancelled the G. So I received my X about 12/12. The next day I see my Fed Ex guy walking up to my door with the G that was supposedly cancelled. I refused delivery and sent it back to Motorola who received it 2 days ago, (Federal Express conformation). I just spent 45 minutes on the phone trying to find out about my refund. I was told even though they confirm receiving the phone back from me they have to open up an investigation on the issues which could take 10 days and then they would send it to a supervisor to authorize a refund! All I can say is WOW! Love the phone ...hate the service!
[Moto X General] laur3n.newm4n:
My biggest complaint with their "customer care" is that you can get 5 unique answers from 5 individuals, and then talk to them three days later and get 5 more unique answers from the same people. It would seem like there's no consistency or shared information between their departments, which is hugely frustrating, as you typically have to chat, then call, then be transferred, transferred again, and then promised a call back, etc. to get your answer. A chat rep should be able to tell me the status of my order the same as a call center rep. It should all be in a synchronized ERP system, not 8 different individual systems - this is Motorla (+ Google), they really should have the resources to do this.
[Moto X General] homemadehitshow:
Yep.

My last call ended with them saying they had finally got to the bottom of this and a refund would be issued. The next day I got the case in the mail :p Now the really weird part is that it turns out I really like the case so I'm just going to keep it.

They are truly hopeless. I hate that they make you take ages explaining a problem only to tell you someone else needs to deal with it. Then the same thing happens with the next person.
[Moto X General] tonyguy2000:
I'll give them 10 days to process my refund then I'll just call my credit card company. They truly are a mess in customer service!
[Moto X General] aooga:
This is 100% true and it annoys me to no end. The funny thing is, I now have 3 pairs of free earphones from them that they don't want back. :confused:
[Moto X General] bgdc:
nforeses These

Their customer service is awful. I tried for weeks to cancel a phone order and they simply kept saying "it's shipping tomorrow." Now I have an extra dev edition phone. Argh. Thinking of putting it on swappa instead of the hassle of mailing it back (or worse speaking with their CSRs).

BTW...when does the verification nonsense go away for users? I can never read those captcha things... it's like looking at those boats in dots posters.
[Moto X General] fury683:
To update on my post from earlier in this thread: http://xdaforums.com/showpost.php?p=48552145&postcount=9

I did get through to them (after another HOUR on hold) and was routed to the wrong department (again, twice), before finally being directed to someone who could "help". She explained that she would email me a ticket number and requested copies of the charge discrepancies. I was billed more than they stated I would be for my Moto X, so I was asking for clarification on the difference in the confirmation email and what was charged to my account.

I sent the requested screen shots showing the differences and never heard back. It will have been a week tomorrow, and I'll be following up then.
[Moto X General] fury683:
Well, I got an email back from them just now and they offered me either a $25 Play Store credit or a pair of SOL Republic Jax headphones in a color of my choice (the ones they have on their website under Accessories). I've never used that brand, but a coworker said they make good headphones. They're MSRP is $39.99 (which is more than $25), and I rarely buy things on the Play Store (maybe 3-4 purchases in the 5+ years I've been using Android), so I went for the headphones.

Glad they made it right. And the discrepancy on my charge was only like $8.
[Moto X General] T&C:
There seems to be two customer supports...Motorola support and Moto X support link on the email of the order. Motorola seems to be out sourced to India and Moto X in the states.

The best for us was the app in the phone Moto Care...its busy now with the holiday but normally about 1 or 2 in queue.
[Moto X General] OilDigger:
Sorry to hear about your troubles. My experience has been great so far!
[Moto X General] cipsaz:
I was offered the same earphones, however the order has been pending for more than a week. Really annoying.
[Moto X General] fury683:
Yeah, I got an email confirming they placed the order on Monday at about 5:30pm but haven't heard anything since. Guessing the free stuff doesn't move out the door as fast as the devices people are paying cash for :P
[Moto X General] fury683:
[MENTION=4716164]cipsaz[/MENTION] you may want to follow up with them. I got the order confirmation on 12/23 and got the shipping confirmation last night with a FedEx tracking number.

EDIT: and it's already at my local sort facility. Says I'll get it Monday, but thinking maybe tomorrow.
[Moto X General] x2h:
I agree Motorola customer service is not the best. You just have to keep trying. Which could be frustrating sometimes.
[Moto X General] cipsaz:
My order has been placed in Dec 13 and silence since then. Did you call them regarding this?
[Moto X General] fury683:
Didn't call regarding the headphones. I had called about being overcharged and they offered the headphones instead of a refund. I would call or email them to check the status of your order. Mine were shipped in like 3 days.
[Moto X General] JCBomb:
I ordered a phone on december sixth, Got it mid december, had to return it cause of crap in the lens, it's the 28th, and I still have nothing in my hands.

(At least 5 40+ minute calls)
[Moto X General] Island_King:
Sorry to hear that you guys have been having so many difficulties. I think that they may be a little bit overwhelmed during the holiday period though. When I had to deal with them several months ago they were very helpful.
[Moto X General] enik_fox:
Yes moto reps are not the most informed bunch. I spent an hour trying to get an unlock code because the rep on the line didn't believe me when I said the sprint variant has an unlockable bootloader!
[Moto X General] :
You can assume with most companies, that sell anything, that the first line of support (especially technical support) know nothing usually.... Except how to read common answers to common questions /problems. I've worked 2 call centres in my life, Rogers Internet and Hewlett Packard technical support for all their products at the time. One thing was the exact same at both places.... The first level technical support is staffed with students mostly (any student taking whatever... Not just tech type programs) and as a rule, the majority of them know nothing about what they are supporting. They get a quick training course when they start, a book to look everything up in and that's it. Yes, a few people just happen to know things.... And you know how you get put on hold 5 times on a long call... That's the people that know nothing asking the few that do for help. And also, you ask for a supervisor.... They know nothing either.... Second level support are people that know something, and have been promoted out of their first level support seats.

Customer service is much the same as technical support.... First level know nothing outside of their book... And often are wrong anyway. :)

Now, I'm not knocking these people, or the manufacturer... It's business.... They have many, many first level people, and they do not get paid well. That's how business works. And when this first levels can't resolve something, you get second level.... And finally (usually) someone that knows what they are doing.

Also don't get me wrong... Some first level know their stuff... The minority tho.... And some first levels learn and more importantly, retain new stuff daily and get better. Just remember tho... Allot of companies pay these first level people minimum wage... Or even outsource to other countries.... And as always, you get what you pay for.

Again, no disrespect intended to these first line people, I've been there too.... The companies ask A LOT from them, at a go go go pace and don't pay them very well for it. ;)

Sent from my Moto X cell phone telephone.....
[Moto X General] JCBomb:
Ended up returning one motox since they couldn't do a simple price adjust for the new price.

They're customer service company is terrible.
[Moto X General] WinDroidGuy:
I had a bad experience at first, they cancelled my order on Christmas Day for no real reason. I called them and they said the system auto cancelled it blah blah blah. They were going to try to put it in manually, after 5 days they said fraud prevention didn't pass because my CC was my old address and my shipping address was new.

I was pissed, so I called back explaining what happened, they said they were sorry and wanted to make it right. They gave me 5x $50 OFF $50 coupons, I was like sweet, I can get some accessories with this also and then after I tried to order it was giving them errors. I called back and explained what happened, they said it was because you could only use 3 coupons at once. I was like well that's not what I was told, so they went ahead and honored the coupons. I ordered my device, few days later I got it.

After being on the phone for hours for the original order being cancelled and trying to see why it happened, they gave me 32GB Moto X for $299.99, FREE Moto Skip, FREE Air Jacket, FREE Moto Buds, plus $100 OFF on future purchase. I will say after being irritated and pissed off because of a system error, they made it right. I will be shopping with Motorola again in the future :D
[Moto X General] TwinsMom:
Did you ever receive yours?

I have been waiting on my "Customer Service Order" headphones for two weeks. I have online chatted with them twice and today just about blew up when the rep said "well there has been bad weather particularly on the East Coast, perhaps that's why fedex hasn't picked up the order" I told him yeah, bad weather but not for two weeks and FedEx has been to my house twice in the past two weeks and I'm in the weather effected area!! So is he really telling me that FedEx couldn't make it to a major distribution facility??!!!! He immediately set the order to expedite (supposedly) and they are supposed to arrive tomorrow. We'll see, I'm not holding my breath. The really annoying part is that these were a customer service comp to make me feel better about them twice messing up my motomaker design. Not making me feel any better!!
[Moto X General] danger2u:
i have a problem too

i have ordered with a personal shoppper last monday and today they say to me that Motorola didn t ship

so i say to speak with staff from Motorola and they say my order was cancelled

so i pissed of and i say or they give my money back or to do another order

now i must wait untill thuesday

if nothing happens i get my money back

i don t know if its the fault of Motorola or my personal shoppper

hope i will get it soon
[Moto X General] jim.1405:
Be aware if you return a phone to Moto you could be in for a long wait getting the credit to your CC. I returned an X last month. Moto received it Dec, 30th per FedEx. It was 3 weeks until they finally got around putting the credit through to my Visa card which is unacceptable in my book. Phone calls to cust. service just added more frustration to an already distasteful experience. I guess I've just gotten spoiled by Amazon where credits show a day or two after returning an item.
[Moto X General] WinDroidGuy:
My refund was almost instant
[Moto X General] stonesaber:
I've had awesome customer service from Moto. My royal blue backed X started to stain around the edges, so I called and asked what could be done. I didn't demand anything, just explained that I was unsatisfied. They sent me a code to make a new replacement on motomaker and emailed me a return fedex label to send my old one back once I received my new one. I also didn't have to have any charge put on my card temporarily. I also must mention that I bought mine before Thanksgiving and the return period had long since passed. I'm extremely satisfied.
[Moto X General] Aeroman787:
Here's my story so far: Ordered the bamboo / white which had some bad build quality issues, so I sent it back. Now, to get the $100 promo for the dev edition before the coupon expires I ordered one separately since returns take so long. I've spoken with a rep to change the return to a refund because of this, but they refuse to send any confirmation of the status change. Now I have to wait at least a week for the return to process to see if it will actually credit my cc back, or end up as a "redemption code" that I no longer need. On top of this, they cancelled my dev edition order anyway since the billing address is different from shipping. I tried to get it reinstated, but haven't heard anything. At this point I don't even care about the phone anymore, I just want my money out of limbo. I'm sure they'll screw it up and I'll have to battle trying to convert the "code" to a credit back to my card. What a joke. Now this makes sense with the sale to Lenovo.

Does anyone know if there's any recourse through my credit card bank if they royally screw up and I can't get the money back?
[Moto X General] rupterr:
Your credit card company will take care of the issue if Motorola doesn't, as long as you are in good standing with the cc company. Wait and see what Motorola does. If you get a cc statement with a charge on it from Motorola, and have not received any goods for that charge, call the cc company and they will put a hold on that specific charge and help you solve the issue.
[Moto X General] elpeterson:
Huh. I just got off the phone with customer care. If I don't get my phone on time they said they would discount my phone even further due to the inconvenience.
[Moto X General] TwinsMom:
Update: received headphones in January, wrong color. last week finally received my headphones, correct color. Total, 9 online chats, 3 supervisor emails. Very happy with headphone quality and customer service from the supervisor was wonderful, online chat help was hit and miss. What saved me was I took a snapshot of each online chat and sent those to the supervisor, once she saw those it was smooth sailing.
[Moto X General] gottcha86:
I had a great experience with motos customer service. I had the front camera grommet issues and with in 5 minutes online chat had emailed me a code to make another phone and a prepaid shipping label to sent the old phone back when I received the new phone. They ago got my new phone to me in 4 days.
[Verizon HTC One (M7)] sacnotsack:
If you use Dropbox they are giving HTC users additional space. Here's the email I got the other day:

Hi Stephen,

Congrats on becoming a Dropbox Guru! We've awarded you 23 GB of bonus space for the next 24 months. You now have 26.25 GB on Dropbox. To get even more space, check out our upgrade options.

Thanks again for supercharging your HTC device with Dropbox!

Enjoy,

- The Dropbox Team

Sent from the One and Only
[Verizon HTC One (M7)] mardoon:
My dropbox is only 2.5gb. nothing comes up unless i want to pay 9.95 a mth for 100gb

mardoon
[Verizon HTC One (M7)] sacnotsack:
I just got the email then other day, but I've had this phone going on two months. I don't even know how they knew I had an HTC phone. Maybe there's a way that they check when access your account.

Sent from the One and Only
[Verizon HTC One (M7)] mardoon:
I will email them and find out ty for your reply.

Mardoon
[Verizon HTC One (M7)] elementsevenx:
Never got an email like that... weird. My capacity is still the same too.
[Verizon HTC One (M7)] ihavenolife008:
Don't believe this is related to the phone, haven't heard of an HTC promo for dropbox in a bit. I've gotten the "Dropbox Guru" message earlier this year along with a space boost, it was on first loading Dropbox after flashing a rom, I believe it has to do with how many devices you've activated Dropbox on, not that you have an HTC phone.
[Verizon HTC One (M7)] sacnotsack:
Sounds like I got lucky and slipped through the cracks

Sent from the One and Only
[Verizon HTC One (M7)] cesium:
There was a thread somewhere which detailed how by installing the global ROM you could get the dropbox promotion.
[Verizon HTC One (M7)] woznet:
Here is the work around I posted - http://xdaforums.com/showthread.php?t=2439811

I hope this works for you.
[Verizon HTC One (M7)] rcastell:
impose ofihed

That's worth a try!
[Verizon HTC One (M7)] kazx:
just walk into a tmobile store, play with an htc one, sign in, and boom free space.
[Verizon HTC One (M7)] sacnotsack:
I got more free space, and I didn't do anything.

Sent from the One and Only
[Verizon HTC One (M7)] ihavenolife008:
Dropbox will give you a chunk of free space for signing in on so many devices, flashing your phone turns it into a new device in their eyes also, so 'Dropbox Guru' is having logged in on so many devices.
[Verizon HTC One (M7)] sacnotsack:
I got another email saying that the previous email was sent in error and that I would not be keeping the additional space they gave me. But they are giving me 1Gb for the inconvenience.

Sent from the One and Only
[Sony Xperia Z Ultra] nathlynn22:
It's happened alot over past two weeks and it's now done it 3 times in past 2 1/2 days. Screen stays black press any button does nothing and hold down power still does nothing. Only way is to hold volume up and power for 3 vibrations then power back on its really annoying and must be due to some problem....?
[Sony Xperia Z Ultra] LordManhattan:
What firmware are you on?
[Sony Xperia Z Ultra] nathlynn22:
.257 happened when was complete stock aswell [MENTION=1197391]Lordman[/MENTION]hatten
[Sony Xperia Z Ultra] AustenlorD:
am going thru this currently ... and i cant do anything to the device at all! urs might work after the restart ... i've done the power button/volume up restart that didnt help ... did the emergency reset using the red button also didnt work ... the phone is running in the background as i can still receive whatsapp msgs but i cant view them as am receiving "inititalbootsetup" isnt responding either close or wait ... and again both of these options arent working ..
[Sony Xperia Z Ultra] shawntim:
Go to settings and disable auto brightness. I'm not sure why it works, but after researching for a while on this same issue, this is the setting that worked for me. Try it and update us if it works.
[Sony Xperia Z Ultra] LordManhattan:
Did you guys update to 257 without wiping? I didn't wipe, but there might be some bugs sticking around from 532. Do a factory reset (full wipe if you have recovery) and see if that solves it.
[Sony Xperia Z Ultra] cooltobe:
any updates on this issue .the device screen simply doesnt wake-up from sleep ,unless you hard reboot .

i'm on 290 stock ,and testing the auto brightness disable method.

update : issue persists with auto-brightness disabled .
[Sony Xperia Z Ultra] LordManhattan:
Hmm, it has to be a software bug. I can't see how this could be a hardware issue. Have you tried everything? Wiping? Re-flashing? Flashing a different ROM?
[Sony Xperia Z Ultra] nathlynn22:
I did still get it on stock rooted rom. Twice in a day:eek:
[Sony Xperia Z Ultra] Vanquiz:
Happened to me view times when i tried to play movies, weird thing its not all movies, just some of them. Then i tried to remember what did i just installed because it never happens before. For me it was Nooxzoid, i uninstall it, and it back to normal.

So maybe try to remember does it happened before or just recently, maybe some app went roque with your phone.
[Sony Xperia Z Ultra] Xyphir:
Old topic but this just happen to me. Screen went black and couldn't get it back still heard noises from speaker when got message but couldn't get screen on I tried red button and volume up but never worked. I had to remove sim which forced a reboot. Never installed anything recently on rooted. 532. I've had nothing but issues regarding this phone. Regretting getting it thought sony would make a better product then this.