I’m in the midst of a customer service issue with Motorola and I’m wondering what other’s experiences have been?
Here’s my situation:
I have a new Moto E4 (bought in August) and last Wednesday, it looks like either the SIM card failed or the SIM card reader failed.
So, I contacted RW, but they said that I should contact Motorola for support. I did this on Thursday. They took me through several troubleshooting steps, but I balked at factor re-setting my phone. After some debate, I did it, but to run new tests, I have to connect to WiFi, but I did this at work and they have an incredibly complicated process for getting access to the WiFi network. I had to go ask one of our IT folks and asked the Motorola tech to hold the line.
By the time I got back, they had hung up. So, I called back. They determined that I should send my phone in and they would send me a replacement.
I would have to pay $25 for an immediate replacement, and since RW decided to help cover that fee, I proceeded with the transaction.
On Monday, I checked my bank account and Motorola had changed me twice.
So, I contact them today and let them know about the double charge. I received a message later and they said this:
- they would be sending me a like new phone in 4-5 days.
I was flabbergasted. This phone was only 3 months old and they are sending me a refurb and they hadn’t even shipped it yet – and I paid $25 for “immediate” replacement. If I don’t get this phone by Saturday, then that means I will be without a working phone for over a week.
I’m old enough to have lived without cell phones, but this is terrible customer service, in my opinion.
Anyone else have this same treatment?