Complaint / review text:
I purchased (rather, pre-ordered) a Nexus 6 from Motorola on Nov 12. Estimated shipping date was Dec 10. Later, during thanksgiving, I found the same phone at a local store and bought it. I then called Motorola to cancel the order. The phone had not been shipped yet. Motorola said they could not cancel the order. They suggested I contact Motorola for an RMA once I get the phone, and then return it.
I eventually got the phone on Dec 5 and contacted Motorola (online) and was issued a case number/RMA. I got an email that I would receive shipping instructions in another email in a few hours but nothing came for the next two days. I called Motorola and after giving all the information again, they sent the email with return instructions. I had not even opened the package so I used the same box, stuck the new Fedex label (removed all old labels) and shipped it back. Fedex tracking confirmed delivery to Motorola a few days later. I was told to wait for two weeks to get the refund. I got absolutely no notification from Motorola that they had received the phone.
After waiting for 2 and a half weeks, I called them to check on return status. They asked for all the details again (even though I gave them the RMA/Case number). They asked for the tracking number as well (even though they were the ones that sent me the shipping label). They confirmed through FedEx that the phone was received. Yet, they could not tell me when I would get the refund. They asked to call back again if I did not get a refund in 2 days.
It was already over three weeks by this time - and more than month since I ordered the phone. I called again after 2 days because there was no notification from Motorola and there was no refund. Same episode repeated again and I was told that refunds are handled by another department (which they could not connect me to) and that I would have to wait some more time. I asked them if they could at least send an email notifying me that they got the phone and were processing my refund but they could not do that either.
I waited for some more days, and having not heard from Motorola and not seeing any refund, I eventually raised a dispute with my credit card (Amex) and Amex refunded the money the very next day! To this day, I have not heard from Motorola. It has been more than 1 1/2 month that I returned the phone, and close to 2 months that I ordered the phone. Motorola may make some great devices but until they get their act together with regards to ordering and customer service, they should stop selling devices from their website.