Drodzy Wykopowicze,
To mój pierwszy post, chociaż regularnie przeglądam wykop od kilku lat, więc mam nadzieje, że będziecie wyrozumiali.
Nie chce żeby ten post wyglądał na typowy ból dupy i czekanie na jakiś super darmowy prezent od firmy, ale raczej jako przestroga i opowieść o mojej przeprawie z Customer Service firmy Motorola / Lenovo.
Około kwietnia-maja zeszłego roku zdecydowałem się na zakup smartphona z odrobine wyższej półki, nie jestem jakimś mega geekiem, ale nie ukrywam że głównie z powodu względnie czystego Androida zdecydowałem się na Motorole moto X 2nd gen (XT1092). Telefon kupiłem w Polsce w sklepie RTV-Euro-AGD.
W międzyczasie, firma w której pracuje wysłała mnie na roczne szkolenie w Stanach Zjednoczonych.
Ogólnie z telefonu byłem mega zadowolony, zero zwiech, wszystko super śmiga i poleciłbym go każdemu, ale…telefon okazał się niezwykle delikatny (jak później się dowiedziałem z internetów jest to przypadłość tego modelu). Pewnego pięknego grudniowego dnia, telefon wypadł mi z kieszeni jak siedziałem i upadł na płasko na laminowaną twardą podłogę co poskutkowałem pęknięciem na wyświetlaczu AMOLED. Celowo piszę tu o wyświetlaczu a nie ekranie, bo szkło pozostało nienaruszone, telefon nadal reagował wibracjami na dotyk, natomiast na samym wyświetlaczu (pod szkłem), w rogu dało się zauważyć niewielką rysę/pęknięcie.
Pierwsze co zrobiłem to wszedłem na stronę Motoroli i znalazłem tam opcję serwisu w przypadku „Physical Damage”
125 dolców to trochę drogo, zacząłem szukać alternatywy.
Jako że zdarzało mi się już samemu wymieniać wyświetlacze w telefonach, niewiele myśląc zacząłem szukać opcji naprawy telefonu, w momencie kiedy okazało się że moduł szkło-digitizer-wyświetlacz kosztuje około $90 na aliexpressie, postanowiłem zdecydować się na naprawę telefonu w Motoroli / Lenovo.
I tu zaczęły się schody…
Przypominam że kupiłem telefon w PL a obecnie znajduję się w Stanach – kraju pochodzenia firmy Motorola.
Najpierw spróbowałem zgłosić chęć naprawy poprzez ich stronę, okazało się że ta opcja nie działała, w pewnym momencie otrzymywałem komunikat że chwilowo nie można zgłosić chęci naprawy i żeby skontaktować się z serwisem telefonicznie.
Więc dzwonie i jakaś miła Pani mówi mi że nie ma opcji żebym naprawił swój telefon w Stanach, ponieważ nie pochodzi on z Amerykańskiej dystrybucji, że ewentualnie mogę spróbować telefonicznie, oczywiście ponosząc dodatkowe koszty, skontaktować się z Customer Service w Europie, po raz kolejny ponosząc koszty wysłać telefon do Europy, tam rozpatrzyliby i wycenili naprawę i później wysłali z powrotem do USA…wkurzyłem się, bo nie potrafię pojąć czemu nie da się tego zrobić w Stanach.
Postanowiłem spróbować napisać maila do tego Customer Service, myślę sobie, może babeczka nie ogarnia i chce mnie zbyć. Poniżej cała moja konwersacja mailowa z Motorola / Lenovo. Od samego początku oczywiście byłem gotowy zapłacić za naprawę plus minus tyle ile sobie życzą na stronie.
Me 01/04/2016
Dear Sir or Madam,
I have a problem with my motorola moto x 2nd gen.
I got my screen broken and I would like to have it repaired via motorola, of course I am aware that such a service is not free in case of physical damage that I have.
The problem is that I have bought my phone in Poland, around 6-7 months ago, but right now I am in USA (will stay there for next 10months) and would like to have this repair done by US customer service, as additional cost of phone calls to European customer service, and cost of shipping phone to Europe, summed up with repair cost would be around price of new phone.
Is there any way I can have my phone repaired in US?
Customer buying phone from Global company may not expect global warranty, but global paid repair services seems to be obvious...
Please advise what should I do right now, and how I can solve my problem without adding extra cost of solving it through European/Polish customer service?
Looking forward for hearing from you,
Maciej
Motorola 05/01/2016
Hello
Good Afternoon!
This is Karen from Motorola E-mail Support and it will be my pleasure to assist you with any concern that you might have.
I hope that your day is going great so far :)
I was reading your e-mail and let me tell you that I truly apologize for the inconveniences.
I'm afraid there is no way to repair the device through Motorola support in US, even if you are willing to pay for it. You can check the warranty policies here:
https://motorola-global-portal.custhelp.com/ci/fattach/get/843204/1395407859/redirect/1/filename/MOTOROLA%20MOBILITY%20INC-LIMITED%20GLOBAL%20WARRANTY-MOBILE%20PHONES-AUGUST%202011.pdf
Another option would be, take the phone with a 3rd party service center NO authorized by Motorola and check if they are able to repair the device.
Or you can also contact your local support through this link:
//www.motorola.com/sites/country-selector/
Your Reference Number is:
Please do not hesitate in contact us back if you need further help.
Phone number: 1-800-734-5870
Hours of Operation: Mon-Fri 7AM-10PM; Sat-Sun 9AM-6PM CST.
Kind regards,
Karen H.
Motorola Tech Support
Motorola 06/01/2016
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
Customer Reference number: 160105-022528
Dear Maciek,
Thank you for contacting Motorola.
I am afraid that you would not be able to get the phone repaired in the US as there are regional software and hardware differences between our devices so the US repair center would not have the necessary components or software to repair a European device. The same would be true of an Asian (for example) device in Europe, or a US device in Asia etc. This is because the phones are tailored for their specific regions. For example the wavelengths used for 4G are completely different in Asia than they are in Europe.
In general we try to only repair devices in the country of origin, if required though we can repair it in other countries, but only if it is part of the same global region e.g. Europe, as they will be running on the same software and hardware.
We can provide troubleshooting support to you no matter where you are located, but repair support can only be provided in the origin regions unfortunately.
For any further assistance or information please do not hesitate to contact us again, quoting your Customer Reference number.
Thank you for allowing us to be of service to you.
Kind regards,
Georgia
Motorola Mobility UK Ltd.
www.motorola.com
Me 06/01/2016
Dear Georgia, Karen, and to whoever this email will be forwarded,
Please don't try to convince me with argument about different 3/4G network frequencies in Europe, Asia and US, because it has nothing to do with the problem I have - broken AMOLED screen.
The software argument is also not valid, as firstly this phone works with pure, not customized Android, secondly, again, my issue has nothing to do with software.
I double checked it and screen-digitizer-glass module is universal and exactly the same in all distributions of my phone. But maybe there is something that I couldn't find, that you are aware of. If so, please give me any reasonable argument why broken screen in phone from European distribution can't be fixed in US Motorola service.
Just to make sure that I understood everything correctly. For customer that would like to make everything according to good practice, company that is so proud of keeping six sigma quality factor, that in my opinion means not only manufacturing excellence, but also customer care excellence, has only one advice - use third party no authorize service for his almost new phone repair? Please correct me if I misunderstood something?
Best Regards,
Maciej
Motorola 06/01/2016
Good Morning!
This is Esther from Motorola.
In this case I will need you to please provide me the following information:
- First and last name
2.IMEI number of your phone (You can get it by pressing *#06# or you can go to settings> About device> Status> IMEI). You can also find it in the box that came with the phone.
3.Country where you purchased the phone
4.Shipping Address - Phone number
6.Carrier.
Your Reference Number is: 160107-010764
Please do not hesitate in contact us back if you need further help.
Phone number: 1-800-734-5870
Hours of Operation: Mon-Fri 7AM-10PM; Sat-Sun 9AM-6PM CST.
Kind regards,
Esther G.
Motorola Tech Support
Me 06/01/2016
Hi Esther. Reference Number is: 160107-010764 All information that you are asking are as follows:
1. First and last name Maciej XXX
2.IMEI number of your phone (You can get it by pressing *#06# or you can go to settings About device Status IMEI). You can also find it in the box that came with the phone. XXXXX
3.Country where you purchased the phone Poland The phone was purchased in shop with electronics called: RTV euro AGD. This is chain, well known in Poland.
4.Shipping Address
XXXXXX
5. Phone number XXXXX
6.Carrier.
The phone was purchased without any Carrier. In Poland I used carrier called "Play". In US I use T-MOBILE pre-paid.
Hope you find this information sufficient, if you need any additional information please let me know.
Best Regards, Maciej
Motorola 07/01/2016
Good Morning!
This is Esther from Motorola.
Thank you very much for the information provided this was just to make sure that we have the correct information. As per checking with the IMEI unique code of your phone unfortunately we are not getting any results. In this case we are escalating your case to the Repair and escalation department that will continue working with you. You can contact them at 1800-734-5870 remember to provide your reference number so that they can see your information.
You can respond to this e-mail with a good call back time and number so that we can call you and will connect you with this department.
Your Reference Number is: 160105-022528
Please do not hesitate in contact us back if you need further help.
Phone number: 1-800-734-5870
Hours of Operation: Mon-Fri 7AM-10PM; Sat-Sun 9AM-6PM CST.
Kind regards,
Esther G.
Motorola Tech Support
Me 07/01/2016
Hi Esther,
just in case you need it, in attachment I am sending picture of label from phone box.
Best Regards,
Maciej
Me 11/01/2016
Hi,
Do you have any update according my case? Nobody from Repair and escalation dep didn't contact me..
Best Regards,
Maciej
Me 14/01/2016
Hi Esther or somebody from Repair and Escalation department,
Do you have any update according my case? Just in case my Reference Number is: 160105-022528.
It is already almost two weeks from my first contact with Motorola Customer support with no results till now...
I am waiting with any further actions or escalations for Motorola final statement, if I would decide to proceed with what your Customer service recommended (what I still find kind of funny, when company recommends to repair phone in 3rd party service center NO authorized by Motorola) I would probably already have my phone fixed.
Looking forward to hearing from you,
Best Regards,
Maciej
Motorola 18/01/2016
Customer Reference number: 160107-010764
Dear Customer,
Thank you for contacting Motorola.
Further to your message regarding the issue with EU Moto X 2nd repair in the US, the answer is simple: There are certain software and hardware differences between US and EU versions, we do understand that there is AMOLED screen broken, what we do not know is whether the force which damaged the screen did cause any internal damage to the phone. If this was the case it would have put us in very difficult situation as we would not be able to repair the device due to differences mentioned earlier.
For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 03339 997 550 to discuss the matter further with one of our experienced customer service agents. Please contact us any time between the hours of 8am and 8pm from Monday to Friday.
Kind regards,
Motorola Mobility UK Ltd.
www.motorola.com
Me 18/01/2016
Dear Artur,
As I described in previous emails, my phone is working fine with exception of screen. It connects with network without any problems when it comes to both calling, messaging and 3G internet. Motorola constantly is trying to bring the argument of different LTE frequencies in EU and USA, and differences in software (btw please describe those differences in theoretically pure Android software?), but neither of those arguments makes sense in case of my problem, as again, my phone is working, I can call to this phone, I can text to this phone, It reacts when I receive email or message send by internet based communicator, I am not able to check if 4G network is working because as I described I am currently in USA so it would not work.
My understanding is that Motorola is not willing to take my money, and is trying to avoid taking even a minor responsibility. It starts to be annoying how everyone from customer service is using the same arguments and playing Ping-Pong with me without any progress.
Should I treat your previous email as a final statement and understand that Motorola will not help me and is refusing servicing my phone?
Best Regards,
Maciej
Motorola 19/01/2016
Dear Customer,
Thank you for contacting Motorola.
Further to your recent message I do not believe that message ( sent to you earlier with ref n: 160107-010764) does say anything about about LTE frequencies in EU and USA.
Iwould strongly advise you to read it again:
"Further to your message regarding the issue with EU Moto X 2nd repair in the US, the answer is simple: There are certain software and hardware differences between US and EU versions, we do understand that there is AMOLED screen broken, what we do not know is whether the force which damaged the screen did cause any internal damage to the phone. If this was the case it would have put us in very difficult situation as we would not be able to repair the device due to differences mentioned earlier."
For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 03339 997 550 to discuss the matter further with one of our experienced customer service agents. Please contact us any time between the hours of 8am and 8pm from Monday to Friday.
Kind regards,
Motorola Mobility UK Ltd.
www.motorola.com
Me 19/01/2016
Dear Artur,
I was referring to LTE frequencies as this is the only parameter that I
find different in XT1093/1096 (US version) and XT1092 (European version).
Again I want to emphasize that my phone seems to work perfectly fine except
it is not displaying anything.
Maybe I am not aware, of software (again, theoretically “pure” Android
should not have any differences) or hardware (I could not find any
difference between those two versions except the operating LTE frequencies)
differences, if so, please list them for me if possible.
Best Regards,
Maciej
Motorola 19/01/2016
Dear Customer,
Thank you for contacting Motorola.
Further to your recent message regarding the software and hardware differences between EU and US versions of the Motorola devices I am writing to inform that all information available for customers can be found on Motorola website. Further specifications are considered to be confidential information and therefore can not be revealed.
For any further assistance or information please do not hesitate to contact us, quoting your Customer Reference number. We are reachable on 03339 997 550 to discuss the matter further with one of our experienced customer service agents. Please contact us any time between the hours of 8am and 8pm from Monday to Friday.
Kind regards,
Motorola Mobility UK Ltd.
www.motorola.com
Wiem, jest tego w ciul, w skrócie, nie chcą przyjąć mojego telefonu do naprawy (za kasę) ponieważ telefon jest z Europy.
Ja próbuję się dowiedzieć dokładniej dlaczego nie chcą przyjąć?
Oni mówią że są Hardware i Software differences i, tu uwaga, doradzają mi: **„Another option would be, take the phone with a 3rd party service center NO authorized by Motorola and check if they are able to repair the device.”
tekst pochylony**
Znowu się wkurzyłem. Ja im mówię żeby mi nie wciskali kitu, że jedyna różnica jest w częstotliwościach LTE, a software w teorii powinien być czystym Androidem, więc bez różnic w Europie czy w USA.
Idą w zaparte i ogólnie mam wrażenie że chcą żebym już przestał do nich pisać…
W między czasie kontaktuję się poprzez Facebooka z Polskim odziałem Lenovo Moto, też bez efektów…
Wrzucam wykop jako przestrogę przy próbach załatwienia czegokolwiek z Customer Service Motoroli / Lenovo, chwilowo zastanawiam się czy zainwestować w ekran i wymienić samemu (w sumie z tej Motoroli byłem zadowolony) czy dołożyć i kupić sobie za 4 tygodnie Xiaomi Mi5, ale co sobie krwi napsułem przy pisaniu tych maili do nich to już się nie cofnie.
Pzdr,
Maciek
Komentarze (10)
najlepsze
Do czego rzecz jasna nie chcą się przyznać :(
HTHY
Addendum na ebay.com najtańszy jaki znalazłem pasujący do:
XT1092 XT1095 XT1096 XT1097 Touch Screen LCD Digitizer
jest za $83...
Chyba lepiej jednak kupić Xiaomi :-/
Jeszcze pomyślę chwilę co zrobić z tym telefonem, poprosiłem ich o oficjalną i ostateczną decyzję.
Chociaż Xiaomi kusi mocno....
No chyba że masz Motorola Pure Edition albo Motorola Google Play Edition... wtedy masz androida
Na próbę, zanim zamówię wyświetlacz rozłożyłem koma na czynniki pierwsze i chyba się udało, dzisiaj spróbuje go złożyć i odpalić, mam nadzieję że pacjent przeżył.
Jak się wszystko uda to zrobie tutoriala i wyślę do ich customer support, żeby
opis odnośnika
Skiepsciłem i nie wkleiłem screena z tej oferty do posta.