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A hellish week, but Ill have my Xoom tomorrow

This is a discussion on A hellish week, but Ill have my Xoom tomorrow within the Motorola Xoom General Discussion forums, part of the Motorola Xoom Forum category; Man I hope none of you have to go through what I did to get my 4G LTE upgrade. I have my Fedex tracking and ...

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  1. #1
    Rescue Squad

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    A hellish week, but Ill have my Xoom tomorrow

    Man I hope none of you have to go through what I did to get my 4G LTE upgrade.

    I have my Fedex tracking and it is scheduled for delivery tomorrow by 12PM

    I also have confirmation by the depot that it is ready and waiting for Fedex to pick up at 7pm CST tonight.

    Four open RMA's, alot of frustration, and days of multiple online forms/emails/phone calls to Escalations and CTDI depot to fix Moto's screwups.


    ...and 10 days after I mailed my device off for the 4G upgrade i shall have it back in my hands!

    EDIT
    FEDEX picked up package at 5:43PM
    Last edited by rive; 10-12-2011 at 05:54 PM.

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  3. #2
    Rescue Squad

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    good luck with getting it back tomorrow.

  4. #3
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    Yea Rive sorry you had to go through this

  5. #4
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    Good to hear.
    Remember: It's not really yours until you've voided the warranty.
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  6. #5
    Xoom Lurker
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    Glad you're getting it back tomorrow. I sent mine off Monday, they received it on Tues. After all the post I've seen I'm nervous about when I'll get it back

  7. #6
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    You hate to hear this happening. I wish you could have had my experience
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  8. #7
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    Quote Originally Posted by Ollie View Post
    You hate to hear this happening. I wish you could have had my experience
    I dont think this will hapen again.

    The problem arose because Moto Escalations generated multiple RMA's- the second RMA was flawed (bad address/no listed MDN which resulted in my device being listed as "wifi only")
    A third one generated to fix the second-
    A fourth one generated to fix the second (after the 3rd one was voided out in the system)

    This left Moto with two or three open RMA's for my device and it couldnt be processed under any of them, and so CTDI simply shelved my Xoom as being "unprocessable". It took CTDI almost 6 hours after I contacted them to close out the first two RMA's so they could process my device under the third one.

    The problem in the end was Moto Escalations needs a better Incident tracking system, that ties into the MEID, and they need to learn how to close out an existing RMA before they create another- a rule of thumb should be " DO NOT generate a new RMA until any previous ones are closed first"

    Evidently they are under the assumption if they generate a new RMA, it autmatically will close out any previous ones in the system- and it doesnt.

    I have made corporate aware of this problem, so hopefully it will not occur again.
    Last edited by rive; 10-13-2011 at 02:42 AM.

  9. #8
    Rescue Squad

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    its here, locally and just went out for delivery a half hour ago...just keeping an eagle out for the fedex truck after hearing all the stories about the deliveries-


    at first it got to the fedex facility at 8:15am, and i was hoping it was too late for delivery- I was gonna jump in the SUV,and drive to the facility and get it myself! Now i just gotta wait an hour or two instead


    My wife says I am like a kid on Christmas day, jonsing for my toys. Sometimes I think this Xoom device is evvvvil!
    Last edited by rive; 10-13-2011 at 08:15 AM.


 

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