Monday, September 13, 2010

Motorola Sucks, part 2 - The Factory Reset

There is only going to be a part 2, and that's great because I don't want this to drag out any longer.  If you slogged through my first rant, Motorola Sucks, part 1, you know that I was lucky and got a free Android phone from Motorola a few weeks ago. Yeah! (And, seriously, thanks...)

However, you also know that after a few weeks the phone went buggy on me.  I called Motorola customer service. They kicked me to T-mo.  T-mo kicked me back to them because it was a free phone. The problem was all of my calls rolled into voicemail (nothing on my end to give me a chance at picking up) and the home button didn't work (so no multiple app fun for me...sheesh, is this an old pre-4.0 iPhone OS?)

In one of my calls to Motorola, I was livid because it was, at least, my third or fourth call.  That rep, however, suggested something else: a factory reset (or hard reset). 

Um, okay.  I'd heard NOTHING about that being a possibility before. It does suck because it wipes everything off the phone and, while I was constantly prompted to backup my Blackberry, this Android phone doesn't seem to have that. However, resetting the phone could very well fix the problem. Plus, I was desperate as my only other option was to mail the phone in and be without a phone for the 5 to 7 days it might take. The phone goes back to its factory state but things like contacts would remain as those are synced with Google, as is anything on the SD or SIM card. Okay, desperate times call for desperate measures.

I asked the rep if the instructions were online.  She told me that they weren't.   That.seemed.odd.  However, I didn't have my laptop in front of me at the time to double check (and I would have).  I wrote the steps down and decided to try it after my move was complete and I was settled.

My plan was to bite the bullet and mail the phone off today if I had to.  However, over the weekend, I decided to go back into the Motorola user forums to search for something, anything that could help me.  I figured I couldn't be the only person with a problem like this.

Sure enough, guess what I found?  A step-by-step guide on the factory reset that I was told by a Motorola phone rep WASN'T online.

Good grief...are you f%^king kidding me?  

Granted, this is a forum, so maybe Motorola is just not keeping up with the content that's going up.  However, I found it with just a couple of targeted searches. It was posted about a month ago by someone tagged as a "MotoXprt".  I'm not sure how one becomes a MotoXprt. What's most pressing is why, after these folks have been tagged as experts, that their posts aren't tracked and archived by Motorola customer service.

Just a big old pot of "argh"! Seriously, I would have done this a few days ago had I known.

So, the phone is working again. Yeah! It's ringing and the home button takes me home. However, Motorola's customer service is horrible.  This is something that ~maybe~ should have taken one call.

The online diagnostic didn't walk me through a factory reset.  The customer service rep who suggested it said there were no guides online when actually there are. The fact remains that if something goes wrong with the phone again, I've still got to mail it in.  At least, now I know how to do a factory reset.

Glad I now have a working phone.  I'm still glad I got it for free because I'd be absolutely livid if I paid for this low level of service.

Signing off.

...and Motorola? Your customer service sucks.  It's not just the hardware that people are paying for.  It's the experience of dealing with your company.  That, unfortunately, needs to seriously be reorganized.

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