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Cellular Phone Forum / Manufacturers / Motorola / January 2004I will never buy from Motorola again...
December 1: I send my phone in for repair - A motorola 270c - to have the firmware upgraded for bluetooth. My bad - I neglect to send the Proof of purchase. I call the next day after having shipped it, to confirm what to do. They say fax it in with a note. I fax it in with a detailed note - I left this out, here's the ESN, yada yada yada. Wait until about 2 days after they rec'd it (confirmed via fedex). I also confirm that they rec'd the fax. Yes. Call about a week later, they're just about to hand it to a tech. Just confirming everything's honky dory. Call a few days later (December 12), they said it's done and been shipped out. GREAT! December 15th - recieve phone back 'unrepaired - no proof of warranty enclosed'. Boy, was I fuming. It included a pre-paid shipping slip, so I sent it back the 16th, they got it the 17th. I've called about every 3-4 days - they STILL have it. I've been told now by 5 people that an escalation request has been submitted, and the tech has been e-mailed, however each person tells me that they are the first to do this, that there's no notes in the account that this was ever done, etc. They also claim there's no way they can telephone the tech or even the tech department - they have to use e-mail (uhh ok, no phones there? Is this a sweatshop?). Over the past 2 weeks, every time I call I'm told 'call back in 2 days'. Every 2 days, I get 'Oh, no, no no escalation has been done yet! And each time, I have to go over once again, that the phone has been out of my hands since December 1- each time they say 'Well, we just receieved it December 17th!' So while I was on hold with customer care, I filled out a web comment on Motorola's web site. I documented my experience, etc. Their reply: "Please call customer care at 1-800-..." I slowly banged my head against the wall numerous times. And unfortuantely, their customer service has been outsourced to somewhere obviously south american. Very heavy accent each time. What's funny is a coworker sent his Kyocera phone in for repair December 22nd - and got it back Jan 8. To e-mail me, remove theobvious from my e-mail address. > December 1: I send my phone in for repair - A motorola 270c - to have > the firmware upgraded for bluetooth. > My bad - I neglect to send the Proof of purchase. I call the next day snip > And unfortuantely, their customer service has been outsourced to > somewhere obviously south american. Very heavy accent each time. Perhaps something about the way you speak to them gives away your racist attitude - one bank I know uses blind and disabled people to answer the phone because it has a social conscience. Any way I guess perhaps they just strung you along because of that... > What's funny is a coworker sent his Kyocera phone in for repair > December 22nd - and got it back Jan 8. Bet he put a copy of the receipt in though... > To e-mail me, remove theobvious from my e-mail address. BTW I have found my Mot's and their CS generally excellent. >Perhaps something about the way you speak to them gives away your racist >attitude - one bank I know uses blind and disabled people to answer the >phone because it has a social conscience. Any way I guess perhaps they just >strung you along because of that... I'm about the most un-racist person you'll ever see. I work at a ISP with a very diverse crew, and we deal with people from every country all the time - a number of vendors we work with outsource to just about every country. Most of them are not allowed to say where they are, however it's quite obvious when you call 20 times and each time talk to someone with the same 'accent'. The problem I have isn't that it's someone from another country, but 2 issues are it's often hard to understand them due to a heavy accent, and a 'lag' on the phone (delay). I do not get 'frustrated' nor am I rude. It's just simply annoying to have your phone take 1 1/2 months to have the firmware upgraded. >> What's funny is a coworker sent his Kyocera phone in for repair >> December 22nd - and got it back Jan 8. > >Bet he put a copy of the receipt in though... Actually no. Simply filed out a form asking what was wrong with the phone. His phone was discontinued - and a refurbished phone was sent back to him (same model). Regardless of receipt or not, they recieved the phone December 17th. I've now been told a Priority One request has been put in 6 times now. Each 'Priority 1 Request' says my phone will be shipped out in 48 hours. Every 2 business days I call back, do the math. >BTW I have found my Mot's and their CS generally excellent. Well I used to work for a cell phone shop. (Technically I work for the same company, we're just no longer a cell phone shop.) We were a Motorola dealer. We sent phones to Motorola (same address but we had a form we could use to 'expidite' repairs). I would send phones in in batches - perhaps 4 a week. We'd send in phone, 'form', and invoice proving warranty / proof of purchase. 80-90% of the time, the phones would be sent back 'out of warranty, no proof of warranty enclosed' even when it was. We would then have to ship the phone back and write in big bold letters "SECOND TIME - PHONE IS IN WARRANTY". It got to the point where we would often write this anyway each time. This unfortunately is the norm. However when we sent it in to the same address, but as a dealer, we got the phone 'unrepaired' in a week. To e-mail me, remove theobvious from my e-mail address. >This unfortunately is the norm. However when we sent it in to the same >address, but as a dealer, we got the phone 'unrepaired' in a week. >To e-mail me, remove theobvious from my e-mail address. Called again this morning - No priority one request has been filled out. No surprise. I think now 5 or 6 priority one requests have not been filled out. Initially spoke with Kelly - ID 2246. First thing they ask for is a phone number 'in case we get disconnected'. Well, while waiting on hold for her to track down a supervisor, - whadda ya know - <CLICK>. No call back after 10 minutes. Now back on the phone with them, 30 minutes later, STILL no call back from Kelly. To e-mail me, remove theobvious from my e-mail address. >Called again this morning - No priority one request has been filled >out. No surprise. I think now 5 or 6 priority one requests have not [quoted text clipped - 4 lines] >with them, 30 minutes later, STILL no call back from Kelly. >To e-mail me, remove theobvious from my e-mail address. Hah. The holdup now is they can't find the second proof of purchase that was sent in with the phone. They admit they lost it. Ummm.. Ok, so you're just now telling me this after how many "I'll put in a priority one request" and how many weeks? To e-mail me, remove theobvious from my e-mail address. >Hah. The holdup now is they can't find the second proof of purchase >that was sent in with the phone. They admit they lost it. > >Ummm.. Ok, so you're just now telling me this after how many "I'll put >in a priority one request" and how many weeks? >To e-mail me, remove theobvious from my e-mail address. This is a joke. I'm on the phone now to confirm they have the reciept. Speaking with a Marie, she's shocked that I was asked to fax in the reciept, and that it's been going on for over a month. She's been the nicest of anyone I've spoken with so far, however she admits she can only do so much. She did ANOTHER Priority 1 request. A quick lookup on the Better Business Bureau website shows a name and e-mail address and phone number for Motorola, along with a principal name. I'm going to fire off a e-mail. I think I can guess the e-mail address for the principal. :) To e-mail me, remove theobvious from my e-mail address. You have a Verizon Store nearby? Maybe you need to make a friend near a Verizon retail store that can do firmware updates > December 1: I send my phone in for repair - A motorola 270c - to have > the firmware upgraded for bluetooth. VZW firmware kills the Bluetooth capabilities of the phone. I am in the same process of trying to get that one sorted out so that I can use a Bluetooth module with a VZW 270. I managed, in the meantime, to find an Alltel 270 that allows the Bluetooth to work and am cheerfully using it with a wireless headset. Very nice feature if you use the phone a lot and have to carry a lot of other stuff that gets tangled in headset cords.  SignatureThomas M. Goethe > You have a Verizon Store nearby? Maybe you need to make a friend near a > Verizon retail store that can do firmware updates > > > December 1: I send my phone in for repair - A motorola 270c - to have > > the firmware upgraded for bluetooth. > VZW firmware kills the Bluetooth capabilities of the phone. I am in the >same process of trying to get that one sorted out so that I can use a >Bluetooth module with a VZW 270. I managed, in the meantime, to find an >Alltel 270 that allows the Bluetooth to work and am cheerfully using it with >a wireless headset. Very nice feature if you use the phone a lot and have to >carry a lot of other stuff that gets tangled in headset cords. Well I hope after all this Motorola puts the right firmware. If not I know it's going to be a headache to return the BT back for the phone - considering that it's WAY beyond 30 days now... To e-mail me, remove theobvious from my e-mail address. >You have a Verizon Store nearby? Maybe you need to make a friend near a >Verizon retail store that can do firmware updates I've called every Verizon store for 40 miles. Literally. They don't touch the 270c. The one that did have the cable and the firmware kept getting timeouts. They were afraid to keep trying for fear of frying the phone. This was a store on the outskirts of the 40 mile range. To e-mail me, remove theobvious from my e-mail address. Evan, I just got caught up with your SAGA. Sorry, sounds like my deal, multiplied by let us say, 10-15 times worse. Well, when u get it back, depending on what your looking to do, you should be happy. I just did, although a simple task, a Dial Up with the BT this weekend on my 270c, and it went off without a hitch. Even though once you've played with BT and seen what it does, that word "COOL" resounds in the back of your head everytime you do something with it. I still dont see what the latency on user adoption of BlueTooth is. The technology is just plain fantatstic. And being that this 270c is all we got for now with Verizon, its better then nothin. (Sounds like Verizon is finally listening, but until something hits a shelf I wont touch that subject, I believe the term is VaporWare) I wish u luck, keep us posted. Also, in case you lost it, the Firmware # I got when mine was returned 2 months ago is 2203.01.35 if you can make sure you at least have that in it. If it issomething distinctly different then you may have a Verizon firmware and you know u wanna head that off in advance. Ron SignaturePlease Visit Our WebSite WIRELESS WORLD-News and Views located at http://wirelessway.blogspot.com If it's Wireless, we cover it!! > >You have a Verizon Store nearby? Maybe you need to make a friend near a > >Verizon retail store that can do firmware updates [quoted text clipped - 4 lines] > the phone. This was a store on the outskirts of the 40 mile range. > To e-mail me, remove theobvious from my e-mail address. >Evan, >I just got caught up with your SAGA. Sorry, sounds like my deal, multiplied [quoted text clipped - 12 lines] >If it issomething distinctly different then you may have a Verizon firmware >and you know u wanna head that off in advance. Got my phone today. 2203.01.35. MP3 Ready? What's that? I had a ANTIQUE firmware... no games, and now mp3 ready? Thanks. Evan To e-mail me, remove theobvious from my e-mail address. >I've called every Verizon store for 40 miles. Literally. They don't >touch the 270c. The one that did have the cable and the firmware kept >getting timeouts. They were afraid to keep trying for fear of frying >the phone. This was a store on the outskirts of the 40 mile range. >To e-mail me, remove theobvious from my e-mail address. e-mailed the Contact listed at the Better Business Bureau's website - and recieved a e-mail apparently (my e-mails been acting up so I called to follow up). My phone is being shipped today, I'll get it tomorow. Assuming that's the case (I doubt they'd lie at this point) - I'll be a happy camper. Evan To e-mail me, remove theobvious from my e-mail address. BTW, the call center is located in Costa Rica -- I asked yesterday while trying to get some satisfaction on an accessory order. It has been more than a week and in stock items have not been shipped. Each day it's "They are waiting to be shipped out today" -- well, I've heard that since Friday, and they still have not shipped the order!!! How can a call center in Costa Rica be effective for shipping and/or service that's done in the US (especially when they can't pick up a phone and call the location where the work is supposedly being done...)?!? > And unfortuantely, their customer service has been outsourced to > somewhere obviously south american. Very heavy accent each time. Got here since my daughters NEW (62 days) Motorola T730 commited suicide. Wanted to see if other Motorola phones were from the same batch. After reading a few of these posts, I'm a little scared of the ramifications of sending her phone to Motorola through Radio Shack. Phone just up and stopped working. Still gets and receives calls but display is gone. Just friggin blue with no Address book, Contacts, etc.etc. Brought it to Radio Shack on a Monday. Said they would send it right out. Right out evidently means wait until a bunch of other no friggin good phones come back and bundle them up and send them off. I understand the costs of shipping one phone but don't tell me it's going right out! Of course everyone that we've talked to so far says it's because if was probably dropped. Not this phone. She guards this one with her life because I made her pay for this one and her phone plan. Yes, she managed to take an old Kyocera swimming in the toilet once but this phone is well guarded all the time now since it's her dime. 62 days! Whatever happened to reliability? I don't care if something is two months old or two years old, if it's built well it will hold up through NORMAL use. I'm dying to see A) how long this is going to take ( told 10 days), B) how much this is going to cost. One would think a $349 phone (without the plan) would have more than a 11 minute full coverage warranty. Nobody asked, just my opinion. Firmware upgraded for bluetooth? I have a Motorola 270c. I just recently purchased the bluetooth module from Motorola. No Firmware upgrade done. Works fine. Maybe I'm missing something here. This however doesn't excuse the runaround you are getting from Motorola. > December 1: I send my phone in for repair - A motorola 270c - to have > the firmware upgraded for bluetooth. [quoted text clipped - 35 lines] > December 22nd - and got it back Jan 8. > To e-mail me, remove theobvious from my e-mail address. |
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