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Motorola Service......What a Joke

This is a discussion on Motorola Service......What a Joke within the Motorola Xoom General Discussion forums, part of the Motorola Xoom Forum category; Time to vent. One day after I got my RMA from Motorola for the 4G upgrade, half of my screen developed a problem. It has ...

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  1. #1
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    Thumbs up Motorola Service......What a Joke

    Time to vent. One day after I got my RMA from Motorola for the 4G upgrade, half of my screen developed a problem. It has a pink hue, and some of the pixels are missing. Great timing huh? So, I called Motorola to see how to handle this since it was already going in for the upgrade. They told me to send it in with the 4G upgrade RMA, and they would note my account and do the repair while it was there . I also shipped it with a letter attached to the inside box, and another letter attached to the xoom itself, describing the problem with the display, and the phone call that was made requesting serviice. They received it on 10-6, and I called them on 10-7 to follow up and make sure the screeen was fixed while it was there. They assured me it was being repaired, and it would be returned soon. I was happy to see the FedEx truck pull up this morning, and my Xoom was home. I opened the box, powered it up, and yup, you guessed it, no screen repair. UUGGHH, didn't they read the notes? Didn't they see the attached letters? Don't they power them up to test them prior to shipping the back? So damn frustrating!!!!

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  3. #2
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    well you made two mistakes-

    mistake 1_
    you sent the xoom to ctdi- they are only contracted for the verizon 4g lte upgrade. they dont do motorola warranty repairs.

    mistake 2_
    the people you spoke with about your screen issue were most likely moto escalations- they have very little control , and do everything via rma's .They are not very good at their jobs. take everything they tell you with a grain of salt, and assume that it will not happen.

    The very fact they told you the depot doing the lte upgrade could troubleshoot, diagnose, and fix your screen issue should have raised a red flag. escalations have no clue- its like the blind leading the blind over there.

    you have to generate a seperate rma for the repair, and send the Xoom out to a repair center.
    Last edited by rive; 10-13-2011 at 10:07 PM.

  4. #3
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    It would have been cool to knock the ball out of the park in one shot, but it is two different departments.
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  5. #4
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    Wow, are they really that incompetent? I sure hope I never get a problem with my Xoom that needs to be fixed!

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  6. #5
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    It's two totally different departments.
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    Quote Originally Posted by JoeKoz View Post
    Time to vent. One day after I got my RMA from Motorola for the 4G upgrade, half of my screen developed a problem. It has a pink hue, and some of the pixels are missing. Great timing huh? So, I called Motorola to see how to handle this since it was already going in for the upgrade. They told me to send it in with the 4G upgrade RMA, and they would note my account and do the repair while it was there . I also shipped it with a letter attached to the inside box, and another letter attached to the xoom itself, describing the problem with the display, and the phone call that was made requesting serviice. They received it on 10-6, and I called them on 10-7 to follow up and make sure the screeen was fixed while it was there. They assured me it was being repaired, and it would be returned soon. I was happy to see the FedEx truck pull up this morning, and my Xoom was home. I opened the box, powered it up, and yup, you guessed it, no screen repair. UUGGHH, didn't they read the notes? Didn't they see the attached letters? Don't they power them up to test them prior to shipping the back? So damn frustrating!!!!
    Welcome to the forum.Glad you decided to join us and hope you can get this resolved soon.



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  8. #7
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    Quote Originally Posted by Ollie View Post
    It's two totally different departments.
    Whew, that's good to know

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  9. #8
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    Sorry for the rant. I was really dissapointed yesterday. I already have another RMA, and the box to ship it back to them in again. I figured it was 2different departments, however, the shipping address for repair is the same for the 4 G so how hard could it have been?

  10. #9
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    Quote Originally Posted by JoeKoz View Post
    Sorry for the rant. I was really dissapointed yesterday. I already have another RMA, and the box to ship it back to them in again. I figured it was 2different departments, however, the shipping address for repair is the same for the 4 G so how hard could it have been?
    Oftentimes the address is what is known as a fulfillment center. They likely have a massive campus and are routing to any number of internal departments or even buildings within their area.

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    WOW that's a shame sorry to hear that hopefully your problem will get fixed...this time


 

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