Horroble Motorola Customer Service


I pruchased a moto x through motorola's website and a few accesories along with it. One of those accessories was the Griffin PowerDock that was "M4DE" for Motorola, so you'd think it would work well with the phone.

I have been dissapointed with the PowerDock due to several shortcomings. The main issue was after 2 weeks of use it failed to charge the phone anymore. The screen dims showing the clock for daydream mode but the phone is not actually charging. Unfortunately, I am unaware it is not charging as it has entered daydream mode and therefore I believed the dock was working as designed. This either leads to not waking up on time because the phone is dead (I use my phone as my alarm clock) or having very little battery to make it through the work day.

After numerous attempts to get the PowerDock to charge the phone I decided to get a hold of Motorola to remedy the situation, as they sold me the unit and it was "M4DE" for them.

I tried doing an online chat with moto customer service to either get a replacement or return the dock. three times I waited for an available representative. When I reached number 1 in line each time I was informed there were no available representatives. This also happened twice the previous night when I tried to contact them through a chat session.

I decided to call motorola instead. After getting disconnected the 1st time I finally got a hold of someone whom then had to transfer me elsewhere (btw, their hold message/music seems to fail so I sat there for 10-15 minutes in silence trying to determine if I had been hung up on but someone finally picked up). Once finally speaking with someone they offered me a replacement, which I would have 14 days to return if it did not work properly. The problem becomes that the original dock worked for 2 weeks before crapping out on me. Why would I accept a 14 day return period on a replacement if the original lasted 14 days before failing? The rep put me on hold to see if he could do something about the 14 day window. I was then disconnected while on hold waiting for the rep to get back to me.

I called back and was disconnected yet again.

Determined to get this POS out of my house, as I was overly frustrated with Motorola and decided $40 for a dock that only works for 2 weeks was highly unacceptable, I called back a 4th time. I am now speaking with a representative explaining my situation. The rep puts me on hold for what they claimed would be a few minutes. 10 minutes later the rep gets back on the phone, states he cannot process the return as I ordered the dock when ordering my moto x, states the sales team has to be contacted to process the return, and offers me their phone number. I try to insist he process the return due to the many hoops I now jumped through to get to this point. He cannot process the return but will escalate my case so the sales team calls me back within 24 hours.

I am beyond frustrated and will NEVER buy another moto product if this is how they handle their business. Non-functioning online customer service chats! Non-functioning customer service call centers! Customer service reps not empowered to actually do anything to correct the situation! I thought, maybe just hoped, that the acquisition by google and the new direction illustrated in the Moto X, was a sign of turning over a new leaf for Motorola. In the end it's the same crappy customer service under a different corporate umbrella.

Can I afford to lose the $40? Yes. But I simply cannot let myself be taken advantage of so easily. If nothing else this experience has reaffirmed that I need to treat my customers' concerns with the care and attention they deserve or I will find myself with no customers to keep me in business. No wonder Motorola isn't doing well.


Extreme Android User
I used to sell Motorola and other) phones. Could I get customer "service"? Yes. If a few phone calls, each one escalating the previous one, didn't get me anywhere, I called my carrier rep, asked him or her to stop by the store, handed them the defective product with a typed up list of problems and asked them to authorize a replacement (which I took out of my stock). Then it became the carrier's problem. They owed me a new whatever, and they could do whatever they liked with the bad one.

I've been out of the business for a while, and in a different state now, but I still maintain a good relationship with the people in my carrier's store - just for situations like this. It might surprise you how much the guy (or gal) who pays the rent can get done.
I'm in a small city. There are two Verizon stores ... one corporate and one not. I go to the one that is not corporate (for four years). They know me. I know them. When I have a problem it is handled.

I second (third?) the suggestion.

... Thom