My story starts the weekend after Christmas, when I made the mistake of letting my older brother (we’ll just call him butterfingers) borrow my phone. It doesn’t take a rocket scientist to realize where this is headed…he dropped my phone…twice…on concrete! I was certainly upset, to say the least. No, the glass didn’t shatter, as one would expect, but there was definitely a few nicks and dents around the sides, and on the back of the phone. (This in addition to a smudge underneath the glass, that was present since I bought it.) Obviously, my first reaction was to call Moto Care and request a repair, as I was still under warranty. Little did I know, I was in for a BIG headache…
So, I ended up on the phone with Moto Care for like 5 hours or more, easily. I was escalated multiple times, till I reached someone who could help me. Then, what do you know, the call drops. I call them back, only to start from the bottom. “Here we go again,” I thought. Finally, I made my way back to the top. The support representative told me I could send out my device for repair, and proceeded to email me a shipping label. Unfortunately, I didn’t get the shipping label until the next morning, after making yet another call to Moto Care. Later that day, I made the trip to FedEx for delivery.
When I finally got it back, about a week later, I was really relieved, as I had been tracking it, intently, the whole time. Alas, it looked like Motorola hadn’t fixed a thing. (not even the smudge, that wasn’t my fault) To make matters worse, it seems they had just flashed stock software, (I was rooted) tossed the SIM I had in it, (I wasn’t suppose to include it, but I didn’t know until after the fact) slapped a screen protector on it, and called it a day. You can probably guess, I was pissed! I had wasted all that time…for nothing! Not knowing where else to go, I turned to Google+, and the Moto X community there, to post a status about my disappointment with Motorola’s support service. That’s when Punit Suni, VP of Motorola, and Matt Jones, the person in charge of the Motorola Owners’ Forum, and online customer feedback, came to the rescue.
Matt Jones was able to put me in touch with the right people in order to resolve my issue. He, and other support representatives from Motorola, provided me with a FREE replacement unit, and FREE $25 Google Play gift card for my troubles. I really appreciate this, and I don’t take it lightly that Motorola did this for me, when they didn’t have to. They went out of their way to make me a happy customer, which is more than I can say for a lot of other companies I’ve dealt with, and heard horror stories of.
In the end, they went above, and beyond to satisfy me, as a customer. I don’t know if this has anything to do with their acquisition by Google, or if Motorola was always this helpful. Either way, Motorola is definitely on to something here. Amazing products, and this kind of service, is what it takes to earn loyal customers, and become a successful business. I also give them props for the Moto Care app found on the Moto X, as it provides on device help, and instant access to Motorola’s support system, who you can either call or message, at your convenience. They still have a lot of work ahead of them though, in my opinion, like, bolstering their customer support system with knowledgeable employees, who think ahead, rather than just checking off boxes and following a script. There seems, to me, to be a lack of communication between the different branches of support, and simply implementing a “case” system, like the one Motorola uses, shouldn’t be the only answer. With Google’s acquisition though, they now have enough money, and talent, to fix this problem.
I don’t know about you, but I will be buying many more Motorola products, for years to come, if they continue making good stuff, and providing top notch support.
Please leave a comment below, telling us what you think. What are your guys’ opinion of Motorola’s support system? We would like to hear your stories. (good or bad)
Disclaimer: This was just one experience, mine. Yours may vary.
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