Phone Problems? Contact Motorola Executive Customer Service

Reader Chris’ phone was swallowed up by the beast that is Motorola’s repair department, so he asked us for help. All we had was the main Motorola number that we swiped from Google Finance, but it was enough.
Chris writes:

I went looking on Motorola’s website for a corporate office phone number without any luck, until Meghann pointed me to the company’s Google Finance profile, which listed the phone number. I called and requested to be transferred to Ed Zander’s office. After being queried as to the nature of my call, I was instead transferred to their Customer Advocacy group.

For the record, the phone number is 1-847-576-5000. If you stay on the line and ignore the voice prompts you’ll get an operator in due time.

Once transferred I spoke to an extremely friendly, polite woman named Kimberly who took my case number, read through the notes, and then said the magic words: “We’ll just send you a new phone. Will that resolve the matter?” She did mention that there was a “transition” in their repair center structure, but quickly followed that that should not concern me. I’m told I’ll have my new phone next week.

Neat! If your phone has fallen into the black hole of Motorola, give the Customer Advocacy group a ring by calling the Motorola switchboard at: 1-847-576-5000.

Thanks, Chris!

(Photo:physis3141)

Comments

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  1. jeffl says:

    I just had a similar success with Motorola executive customer support. After having a repair denied on my in warranty Motorola phone, because it wasn’t from a US carrier, I e-mailed several executives’ addresses and asked how to get international warranty support. Within an hour I’d received a phone call back offering to swap my broken phone for a new one.

    I won’t go into detail about my runaround with the normal customer support (closing tickets without solving problems, non-English speaking CSRs, following the wrong support script, etc.), but having completely useless normal support, which forces people into executive support, seems like a very inefficient way to run a company.

  2. Coder4Life says:

    Motorola customer service & warranty are one of the worst i’ve dealt with…

    Their 1 year warranty charges $50 per incident, or you can get it for free but you have to wait for 4 – 6 weeks for the repair to be performed on your cell phone…

    ITS A F***ING CELL PHONE…

  3. rekoil says:

    Submitter here – to follow up the replacement phone arrived two days after the call to the corporate office. Thanks again to Kimberly for handling my situation so well, but it still would have been far better not to have to go that far.

    Before that call, my experience was similar to JeffL’s – I was repeatedly disconnected, routed to voicemail boxes, transferred to departments that had no idea how to handle my issue, and promised multiple callbacks that were never followed up on. Not to mention the confusion involved from mispronunciations of RIZR vs. RAZR…

  4. swalve says:

    I had a similar experience, however I played by the rules. I called the support number, escalated my way up to a level of support where I got the same resolution. “Repair center problems, here’s a new phone.”

    I agree that the first and second line CSRs are pretty bad from a getting things done perspective, but they WERE quite friendly and happy to pass me off to Schaumburg.

    I agree that going in the back door is a great last ditch effort, but please exhaust normal chains of support first. We don’t need Motorola, et. al. getting annoyed with folks who just call executive support first thing and closing up the hole.

  5. tschepsit says:

    Kimberly may have been referring to Motorola’s recent announcement that they are outsourcing their repair facility (http://www.star-telegram.com/business/story/142959.html). Since some of the workers there are likely to lose their jobs, they’re probably not all going to be terribly careful about handling and tracking people’s phones.

  6. rekoil says:

    Swalve: So you know, I was told the phone would be sent back within 15 business days (3 weeks) when I first sent it in. I called in a few times after the three-week mark, but at the five-week mark I was calling every day, repeatedly asking for escalations and status updates. After five days of this (the six-week mark) with no callback or status change (and specific requests for the case to be escalated that weren’t honored), I decided to contact the corp office. I think that’s a pretty reasonable threshold for exhausting the normal chains of support, wouldn’t you agree?

  7. nevergiveup says:

    This was the greatest. My phone had also fallen in the black hole of
    Motorola. Their $55 door to door service, guarenteeing 3 day service,
    Righttttttt!!!!
    Motorola got my phone, but immediately couldn’t find it in there repair
    facility. Why they needed to find it I don’t know,, they were just
    supposed to send me a replacement when the broken one arrived. Being
    this phone was only 3 months old, I also tried to get Nextel to help me
    out. They are worse than Motorola. After numerous calls to Motorola no
    one there could help. They gave me the number to the repair facility,
    but all you get are answering machines(boy do they have a lot of
    messages on everyone extension I could punch in).
    But, I called this number & Nicki immediately could look up the
    claim number, see that is should have been 3 day service & is
    sending me a new I850 phone overnight. She told me if I got the
    repaired phone back to just keep it as a back up.
    I am in the service industry and feel you need to follow through on
    your promises. If you can’t you need to take a look at your facility
    and find out why.