Motorola Sucks, part 3 - Motorola Feedback Network

Okay, this is interesting. I got this email from Motorola a day or so ago.  I had a chance to read it now. 

Dear Motorola Forums member,

When you registered on the Motorola Owners’ Forums, you expressed interest in providing feedback to Motorola. Thank you!

Please click this link (removed) to take a short enrollment survey for our Motorola Feedback Network. As a member of the Motorola Feedback Network, you will be included in various studies and feedback opportunities. Registering is no guarantee that you will be asked to participate in benchmark studies or beta-test software, but we chose those people from the MFN.

If you have already received an invitation previously or signed up via a link on the Motorola Owners' Forum, please ignore this e-mail and accept my apologies for the duplication.

The survey takes only five or 10 minutes. It’s all private and none of it will ever be used to advertise or market to you. If you have any questions, please e-mail me here. (removed)

Thanks again, and we hope to be in contact with you soon.

Matt Greenberger

Consumer Experience Champion

Mobile Devices Consumer Support

Motorola

It sounds good, right?  Granted maybe Motorola will find this blog along with the great graphic I used and toss me out of the network, but this email wasn't marked as confidential. 

I'm just hoping it's a sign that they realize they REALLY need some help and want to change future posts that people write from "Motorola Sucks" to "Motorola Rules". 

Thanks for the invite, Matt. I'm in.

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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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Motorola Sucks, part 1

Yeah, "intelligence everywhere"
except in their customer service!

Honestly, I'm so exhausted that I just need to write this out to get it off my chest.  There will be a part 2 or even part 3 (hopefully, won't be needed) because the low level of customer service happening here is just insane.

However, MOTOROLA SUCKS.

Why?  I thought that I lucked out when I got a Motorola Cliq XT Android phone for free.  I mean "wow".  My little Blackberry was still holding on and I was going to wait until early next year to do an upgrade.  Yet, I was envying my Android and iPhone carrying friends to some degree.

Initially, the phone worked like a charm.  I'm not sure what happened but the home button stopped working and my calls now immediately roll into voicemail.  It sucks. I'm in matches of phone tag constantly and there isn't a thing I can do about it except apologize profusely to the people that are trying to contact me.

I took it to T-Mobile.  They looked at it and confirmed the phone wasn't working.  They checked it for water damage and they were ready to switch me to a new phone.

But oooops!  Because it was a freebie phone from Motorola, they told me I had to contact them.  (Which, BTW, I HAD.)

This is where the clusterfuckery begins.  I call and their automated system that routes you to the right person is frustrating at best.  I finally get to someone and she tells me my "options" are to mail the phone in.  I stop and I say "and my other option is?"  She repeats that I can mail the phone in to be repaired.  I explain that "options" is plural which, in English, means there are, at least TWO choices.  I point out she's only given me one choice.  She then corrects herself to stay that is my only option.

WTF?  WTF?  (I'm not pleased to hear this).  I've not bothered to get a home phone. The last one I had in Seoul was just a waste of money.  I rarely used it.

Hell, here I'm never home and, when I am, I don't want to talk to you.  I do have Google Voice and I have made calls via my computer, but what?  You can't send me a loner flip phone or something to tide me over?  WTF?  And, let me point out this piece of crap was given to me by this company.

Anyway, I ask to speak to someone else because this is the most ridiculous thing I've heard in a long time.  All around the policy is what it is.  No one can help, not even the folks listening to the conversation via social media (yes, their @MotoMobile Twitter account responded).

The customer service for this
phone sucks on so many levels!

The problem is I was moving so there is no way I'm sending my phone to Texas when I'm trying to move.  I call today because having a phone that doesn't ring is so many levels of ridiculous it's not funny. It's to the point that I'm missing IMPORTANT calls and I'm having a hell of a time just getting things done because people really do screen their calls with voicemail now and call back.

I give up and decide, fine. I've got to bite the bullet, send the phone in and be phoneless for a few days.  30 minutes on the phone to get an RMA number to return the damn phone.  I'm also told postage is on me (fine, fine...the piece of crap phone was free) but that it will take 5 to 7 business days to get it back to me.  EXCUSE ME?

I'll update you all on what happens next, but, trust me, had I known their customer service policy was this shitty I wouldn't have accepted the phone.

So, note to self and anyone who reads this: just don't buy Motorola.  I think I'm going to upgrade to a Samsung Galaxy, I'm just going to try to hold out until I get to the T-mo upgrade period (early November for me.)  I'm not that pleased with T-mo's customer service on this issue either but 1) I didn't buy the phone from them and 2) they have no impact on Motorola's crap service policy.

I'm sorry but eff you Motorola.  You suck.

Yes, I know, lesson to me: a living lesson in you get what you pay for.

More Moto hate here:

Opinions on MOTOROLA 

Here is the promised Part 2 that I also linked above.

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