You're right. Motorola's Customer Service is atrocious. It took me two months and many hours (at least 50) to get a firmware upgrade for the MPx220 that Motorola could have let me download from their website. They even have the firmware download application there, but when it connects to Motorola it faults out.
So, I had to send the phone to Texas. It took Motorola nearly three weeks, during which I had to do without the phone, to get the firmware upgrade.
My guess is that middle managers at Motorola are allowed to conspire to defeat customers' reasonable expectation perhaps because they see their customer as being Cingular or Comcast or other direct distributors. What they don't realize is that they hurt those who they DO regard as their customer when they abuse the end customer.
Maybe Motorola will become as irrelevant as General Motors is rapidly becoming. This seems to be a trend for American companies that spend more effort on brand image and less effort on brand substance.
So, I had to send the phone to Texas. It took Motorola nearly three weeks, during which I had to do without the phone, to get the firmware upgrade.
My guess is that middle managers at Motorola are allowed to conspire to defeat customers' reasonable expectation perhaps because they see their customer as being Cingular or Comcast or other direct distributors. What they don't realize is that they hurt those who they DO regard as their customer when they abuse the end customer.
Maybe Motorola will become as irrelevant as General Motors is rapidly becoming. This seems to be a trend for American companies that spend more effort on brand image and less effort on brand substance.
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