[Moto G General] cjones00:
Hello All - I thought my experience ordering a Moto G LTE might save others some headaches. Here's the saga:

I ordered a Moto G LTE from Motorola's website on June 5th (they immediately charged my credit card). I received a confirmation email with a scheduled delivery date of June 10th. Come June 10th no phone, so I checked the order status. The Moto website stated the phone had not even shipped. I initiated an online chat via the website, explained the issue and the Moto rep stated that they were out of stock and it would be at least 4 or 5 working days before the phone would be shipped. Note that at this point in time the Moto website stated they were in stock. I told the Moto rep that I didn't want the phone (knowing that Amazon had them in stock) and told him to cancel the order. After 30 minutes of "I have to talk to a specialist" and "perhaps we can expedite the order" and other delaying tactics I still maintained that I wanted the order canceled. On hold for another 10 minutes, he came back on and said the order would be canceled and I would receive a confirming email within 24 hours. For reference I printed out the chat session. The next day when no email arrived I again checked status to find the order had been shipped. This would have been ok but I had already ordered one from Amazon, based on his assurance that the order had been canceled. Not needing two phones, and angry at being lied to by the Moto rep I refused delivery of the Moto phone. This morning I received confirmation from FedEx that the phone was returned to Motorola so I tried to initiate a return to get a refund. Can't do it - you need the IMEI number which I didn't have. So I called Moto. After reaching a Moto rep, giving her all my info, spelling my name several times, describing my problem, she said their system was down and I had to call back in two hours. Three hours later I called back, went through the same process and was told I would be placed on hold for two minutes while he looked into the situation. TWENTY MINUTES later he came back on, said he had to transfer me to a specialist. Another 10 minutes on hold and a cheerful Moto rep asked "how can I help you today". Went through the process AGAIN for the third time today and this time told him I would not be placed on hold, if I had to wait so did he. After 15 minutes of "let me look into this" he finally said he would process a refund within 10 days. We'll see - I plan on filing a dispute with my credit card company anyway just to be sure. So here's what I learned:

1. Don't believe anything a Motorola representative tells you.

2. Document everything. Ask them for an incident number. If you ship anything to them get a tracking number.

3. As much as you want to holler at the guy on the other end of the phone (or chat session) don't get angry with them. Motorola keeps these guys on a short leash and he is just following orders. Most likely he lives in a third world country somewhere (given the accent I suspect India) and knows there are hundreds of his countrymen who will take his place if he doesn't follow the rules. Besides it won't do any good - just be firm, polite and repeat any commitments he makes back to him for confirmation. Again, keep records of everything, including notes you take during phone calls.

4. Persevere - I do think they try delaying tactics to try to get you to give up. At one point in the chat session I was told that he needed to contact a specialist and it would take 20 minutes - did I want to hold? When I told him I refuse to wait 20 minutes he miraculously was connected within 30 seconds.

5. Try not to go crazy while on hold and listening to "Here at Motorola we're here to help. A representative will be with you shortly" for what seemed like a thousand times.

Am I recommending against the Moto G? Not at all. I bought the phone for my daughter and she loves it. What I am recommending is not buying from Motorola direct. Amazon has the same phone at the same price and if you are a Prime member two day shipping is free. Plus if you do need to return it Amazon is quick and easy. Tech support may be another issue, but I have no first hand experience so others on this forum would be in a better position to comment. Having dealt with AT&T tech support I doubt that Motorola could be any worse.

So that's my experience. Eventually I'll get a refund from Motorola, all that remains to be seen is how much effort I need to expend to get it.

Hope this helps.