[aartinawani]

Hello All -

I recently bought a MOTO Q phone which died on me in 48 days. I have sent it to the Motorola repair facility and have been without a phone for a month. I still have not received a status on my phone. This is the complaint letter I sent to Motorola 2 times and still no response.

August 21, 2007 – COMPLAINT LETTER 2
To,
Motorola Customer Service
This is in reference to my Sprint Motorola Q phone (Case Number: 26031302) which has been at Motorola for repair since July 23rd 2007. I bought this phone in May 2007 and around the second week in July the phone just died on me. I could not return it to Sprint since the 30 day warranty was up. My only option was to send it to Motorola as the phone had a one year warranty. I have paid for this phone in full, been without a phone for almost a month now and received no customer service from your end.
I called on July 26th to check the status on the phone as the Motorola website said the phone was not delivered but the UPS site showed otherwise. I talked to Richard who created a service request 25422778 and said that someone will get in touch with me.
On Friday, August 10th 2007, I got in touch with Motorola after getting no calls. I talked to Elvis who escalated this request and created a new case number – 26031302. He said that someone from the repair facility will get in touch with me within 24 hours.
On Monday, August 13th 2007, I called again to check the status. Again, I was told someone will get in touch with me within 24 hours. I called again that evening only to find out that they did get in touch with me but on the wrong phone number. The customer service agent that morning took down the incorrect phone number. At this point I was annoyed and the agent on call said she would transfer me to the repair facility. When I finally got through to the repair facility no one answered the phone and their voicemail box was full.
On Tuesday, August 14th 2007, I called and this time asked that I speak to a manager. I spoke with Kevin. He said all they can do is contact the repair facility and ask them to call me. He said that he will not be able to give me a status. I did not get a call that day either.
On Wednesday, August 15th 2007, I called again and got the same story from Kevin. He said he would follow up that evening but he did not and I did not get a call from the repair facility.
On Thursday, August 16, 2007, I called again and Sebastian gave me the same story – he does not know the status and it needs to come from the repair facility and he will leave them a message to call me back.
I hope you realize how frustrating this has been for me. It has been one week since I have been calling you guys every single day. I still don’t have a status on my phone. I have paid for this phone in full, been without a phone for almost a month now and received no customer service from your end. As a paying customer I expect Motorola to compensate for all the problems caused by Motorola. I deserve the respect from your agents and expect customer service to care about me and keep me informed. Unfortunately, Motorola failed miserably on all counts. I am requesting a new phone be shipped to me as soon as possible. Further, I am requesting a full refund. Please contact me if you need further information or clarification. Failing a timely response from Motorola, I will escalate the issue to consumer rights organizations, the FTC and the media.


8/21/07 - After sending the above complaint letter to you on 8/16/07 Sandra Graham from their repair facility contacted me and said you will ship me a new phone. I have contacted Sandra (1-888-355-8422, extn. 233) and your support line (1-800-453-0920) five times and still don’t have the status on my phone. I’m not sure how much longer I should wait for you to ship the phone to me. It has already been a month. I have filed a complaint with the FTC and also sent this complaint letter to ABC 7. I am also going to post this letter on all the Moto Q news groups.