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Motorola Complaint - Motorola Customer Service is Horrible - Bluetooth Device Repair/Exchange
Bluetooth Device Repair/Exchange - Complaint
This morning I called Motorola customer support just to replace an in-warranty hands-free bluetooth device. It was only 6 months old with a one-year warranty. The first agent pushed me off the phone until I could find a receipt or credit card statement showing the date of purchase. The second one hung up on me when I called with the statement. The 3rd agent took more than 25 minutes and put me on hold 6 times.
All I wanted was just to get a simple "Return Authorization" and an address to return my defective device to. She finally transferred me to her supervisor which took about 7 or 8 tries because she couldn't figure out how to complete the phone transfer. Sadly, she was the MOST helpful of the 1st level support agents I spoke with today.
The customer service agents were the MOST unintelligent and incompetent I've ever experienced. They didn't listen, repeated irrelevant statements several times, and asked the same questions again and again. I have experienced some Dell agents from India who were far more rude--but at least they were smart and solved my problem without wasting too much of my time. These Motorola agents (judging by the accent, I presume) were from the Philippines (not a discriminatory comment against Filipinos. I know many smart Filipinos.) and were completely hopeless to get a simple task done.
I wonder if Motorola is intentionally instituting this process of customer service problems as a policy to prevent repairs and exchanges. Or if the people they've hired are really as incompetent as they seemed.
When I finally reached the supervisor, I explained my story in 30 seconds and then it took another 10 minutes for him to get my address and credit card number, comment on the fact that he's always heard good things about Hawaii (where I live) and process my repair/exchange order. In the end, he told me I would be receiving an email with the exchange information. It took over an hour to accomplish this task when the wait time to have my call picked up by an agent was under two minutes as long as I blocked my caller ID so their system didn't know it was my phone calling in. (After speaking to the 1st agent, I called back twice and waited for over 5 minutes for the call to be answered with total silence on the other end of the line after it had informed me that based on my number they saw I had an open case. When I blocked my caller ID, I got right to an agent).
I will never buy another Motorola product again based on this customer lack-of-support experience.
All I wanted was just to get a simple "Return Authorization" and an address to return my defective device to. She finally transferred me to her supervisor which took about 7 or 8 tries because she couldn't figure out how to complete the phone transfer. Sadly, she was the MOST helpful of the 1st level support agents I spoke with today.
The customer service agents were the MOST unintelligent and incompetent I've ever experienced. They didn't listen, repeated irrelevant statements several times, and asked the same questions again and again. I have experienced some Dell agents from India who were far more rude--but at least they were smart and solved my problem without wasting too much of my time. These Motorola agents (judging by the accent, I presume) were from the Philippines (not a discriminatory comment against Filipinos. I know many smart Filipinos.) and were completely hopeless to get a simple task done.
I wonder if Motorola is intentionally instituting this process of customer service problems as a policy to prevent repairs and exchanges. Or if the people they've hired are really as incompetent as they seemed.
When I finally reached the supervisor, I explained my story in 30 seconds and then it took another 10 minutes for him to get my address and credit card number, comment on the fact that he's always heard good things about Hawaii (where I live) and process my repair/exchange order. In the end, he told me I would be receiving an email with the exchange information. It took over an hour to accomplish this task when the wait time to have my call picked up by an agent was under two minutes as long as I blocked my caller ID so their system didn't know it was my phone calling in. (After speaking to the 1st agent, I called back twice and waited for over 5 minutes for the call to be answered with total silence on the other end of the line after it had informed me that based on my number they saw I had an open case. When I blocked my caller ID, I got right to an agent).
I will never buy another Motorola product again based on this customer lack-of-support experience.
Comments:
Posted by Wade Holitzke on 2011-07-06:
I too had a very simular experience with Motorola Customer Service over a Motorola Droid X Phone with Service from Verizon. They hung up on me three different times until I got Verizon's Customer Service to call in conference did they address my problem. Won't go into anymore details but I too will never buy another Motorla Product again. Heard good things about HTC and Samsung as far as Smart Phones are concerned with Verizon!
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