I sent the following email to the Motorola Complaint department this morning. It seems I'm not the only one who has suffered from Motorola's decision to completely isolate their customer service department from those in the company who do more than simply answer the phone. Pat Keene has set up a blog called Hello Moto. Where's my phone? detailing roughly the same experience I describe below. If your call center is in India, and your repair center is in Tennessee, it's not like the CSR can walk over to the shipping department or a technician to get an actual answer. I got the idea to copy Stu Reed from Pat.
Date: Fri, 7 Sep 2007 10:55:32 -0700 From: "Christian G. Warden"
To: firstname.lastname@example.org Cc: email@example.com Subject: Customer Service Breakdown (RMA #XXXXXXXXXX) Sir or Madam, I sent my Moto Q in for repair at the end of July with RMA #xxxxxxxxxx (zip code xxxxx). It was received by Motorola on July 31. According to the IDEN website, the replacement was sent back to me on August 17. The Fedex web site confirms that it received notification of a package shipped Overnight Priority with tracking number xxxxxxxxxxxx, but has no record of actually receiving the package. Having not received the package after one week, I called customer service at 1-800-453-0920 on Friday, August 24. I was given case number xxxxxxxx, and was told that I would receive a call back within 24 hours from the repair facility. I didn't receive a call until 3 days later, on Monday, August 27, and I was told that it was a "courtesy call", that the caller didn't have any information about my phone, and that I would receive a call within 24 hours. I never received that call. I have since called the customer service number four or five more times. Every time, I am told that I will receive a call within 24 hours, but I have never received another call since the courtesy call. During one call, I was transfered to the voice mail at repair facility. I left a message, but alas, did not receive a call back. On September 1, I submitted a request through your web site (Incident #xxxxxx-xxxxxx) explaining my situation and my inability to get through to someone regarding the whereabouts of my phone. I received an email response saying that I would receive a call back. I didn't. On Tuesday, September 4, I called 1-800-331-6456 as suggested in the response to by online request. I was transfered to same call center I had spoken with on numerous occasions prior. I explained the situation and was given a new case number, xxxxxxxx, and once again told that I would receive a call within 24 hours. I didn't receive that call. On September 5, I received an automated response that my online request had been closed as "SOLVED". I responded that it was indeed not solved, and that I still needed someone to contact me. I received an email response, "Once again, we apologize for any inconvenience this delay may cause you. You will be contacted back to the contact phone number you provided for accurate assistance with your repair." This morning I called customer service once again, explained the situation, and was told that they would contact the repair facility to have them contact me. I explained that this process obviously does not work because the repair facility never calls me. I asked to speak to someone at the repair facility, and was told that no phone number was available. I asked to speak to the person responsible to managing the repair facility, and was told that no such person was available. I asked for the phone number of the Chief Operations Officer, or a person of a similar role in your organization, and was told that such information was not available. Finally, I simply asked to speak with the supervisor in the call center. I was told that the supervisor, whose name the CSR ("Nicole", #351359) refused to give me, was preoccupied and would call me within 10 minutes. I didn't receive that call either. Due to the malfunctioning phone, and inability to get it replaced in a timely manner, I have been without a phone for about six weeks, and have continued to incur charges from my carrier, Sprint, during this period. Your assistance in resolving this issue would be greatly appreciated. Regards, Christian Warden (temporary) mobile: 310.xxx.xxxx home: 408.xxx.xxxx
Update (09/23/2007): After I sent the email above, I received a call from Dorothy Hodges in the consumer advocacy department. She was very pleasant and eager to resolve my problem. She ordered me another Q, but they weren't in stock so she sent me a RAZR2 as a loaner. She also sent me a bluetooth headset as a sorry-we-screwed-up consolation token.
Upon receiving the RAZR, I checked my voicemail, and I had two messages from the management of my apartment complex. It turns out the original replacement phone was devlivered, but that Fedex didn't leave a notice, and that the tracking number Motorola recorded was incorrect. So last Monday I called Sprint with Dorothy and activated the Q. She requested a credit on my behalf since I had been without a phone for six weeks while still paying the bill. I managed to get them from their original offer of 100 minutes to $10 to $30, at which point I accepted.
The state is that great fiction by which everyone tries to live at the expense of everyone else. - Frederic Bastiat