You are currently viewing our boards as a guest which gives you limited access to view most discussions, articles and access our other FREE features. By joining our free community you will have access to post topics, communicate privately with other members (PM), respond to polls, download files, upload your own photos and access many other special features. Registration is fast, simple and absolutely free so please, join our community today!
If you have any problems with the registration process or your account login, please contact contact us.
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.
Last edited by aartinawani : 08-22-2007 at 04:43 PM.
I'm sorry you are having trouble with Motorola. Your case is definitely a good example of why one should get the insurance. I'm on my 4th Q. Each time I took my Q to the Sprint and they traded me on the spot.
Looks like he is just P.O.ed at Motorola and is just trying to badmouth them wherever he can. While I can understand his frustration with the situation, I don't think that posting his letter here will accomplish much. If I wanted to sway people's opinions against a particular brand, the last place I would do so is on a forum dedicated to that brand. Still happily enjoying my Q...
I just wanted to share my frustration so that other people who own a Q are aware that if anything goes wrong and they need to send the phone in to Motorola they would know what to expect - very bad customer service. I do want to sway people's opinion against this brand and hence have also sent this letter to the FTC and ABC 7.
Look here Aarti this is exactly why people buy insurance. After all that 7 dollars a month for insurance from sprint saves me from all these hassles. All i can say is hope u learned a lesson and in future u will buy insurance with ur plan. BTW what carrier do u have? I have Sprint and this is my 2nd phone first one went bad the 3rd day. So i simply walked in to the store and they gave me a new one. I was having some problems with my wall charger they even gave me a new charger + a FREE car charger for my inconvience. So in conclusion ALWAYS GET INSURANCE.
Having worked in the cell phone industry for many years now, I honestly do not believe your experience is any different than that of most people who have to send their phone back to the manufacturer, regardless of the brand. It does usually take at least 3 weeks even for a simple phone, and longer for PDAs/smartphones.
I think what has made your case more frustrating is that rather than patiently waiting for your phone to return, you called Motorola repeatedly and expected them to know the status of your phone each time. The service centers used by Motorola are not owned by Motorola, and furthermore they are not run like shipping companies where they can track a particular item every step of the way. When you spoke to Kevin and he told you the best he could do is contact the repair facility on your behalf, he was being honest.
So while I can empathize with your frustration of having purchased a brand new phone, having to have it repaired and being without it for over month, I do not believe that this was an outstanding case of bad customer service. I believe your expectations of how a cell phone repair should go exceeded reality. Every phone I have sent off for service, regardless of brand (Sony, Sanyo, LG, you name it) has always taken at least 3 weeks, and they always go to a third-party contracted service center, not the manufacturer.
Insurance may or may not have helped in this instance. Sprint's Extended Protection Plan is a combination of both insurance (for when the phone is a total loss) and extended warranty coverage (for when the phone can be repaired). The insurance part is provided by yet another third-party contractor (Insurion or lock/line), and unless the phone is lost or stolen, you must ship your phone to that contractor before it can be replaced, and that is only if the phone is damaged beyond repair. If the phone is repairable, the warranty part kicks in and you would have still had to ship it off to be repaired.
mtg's experience of having Sprint replace the phone on the spot is not typical and should not be expected unless you have had the phone for less than 30 days.
"I am requesting a new phone be shipped to me as soon as possible. Further, I am requesting a full refund."
Wait, you want a new phone AND a full refund? I know customer service for wireless phone companies have a long long way to go, but don't you think this is just a smidgen out of the ordinary? I'm not aware of any company that is going to give you their product entirely for free.
Linear Mode
