M1300 VA dead - purchased May 2004 Pulled hd

[FitnessFranchisor]

M1300 VA dead - purchased May 2004

Pulled hd and called Motion my serial number was rubbed off the back and they did not rant me to send it in without it, so Z has to wait until after the holiday to get it from infuscate. So, 5 days later I sent it in since they told me they could get right on it in the alleged 48-hour turnaround service period.

Although it was received on December 1 according to FedEx, there was no record of it being received as of yesterday, December 7. On the phone yesterday, a rep told me he'd check on it and call me back same day. No call back as of today. This morning, it did show online as being "recieved 12/7" but it dissappeared from there again as of this afternoon. I called back and was told by Jim that they were indeed working on it, but he refused to send it back overnight to maked up the time lag (to some extent) to me. Said 2nd day was Motion policy and he couldn't work around that.

Don't count on fast warranty service by Motion! My next tablet will be from a different company.

[prototyp3]

I hope that's not the norm. But even so, it would be a lot better than I've gotten elsewhere. (Sony support)

[william k ebert]

I just sent in M1300 with dead hard drive. It was a few weeks out of warranty, but they sent it right back with no charge. All fixed and ready to go.
bill ebert

[Trev]

I don't believe it is the norm. You can search the forums for people's varying experiences with motion support. Most have been positive.

[astronaut]

My experiences with Motion support have been extremely positive. I don't believe that yours is the norm.

[ChrisParis]

My company has a M1400 in service with a cracked screen (off-warranty repair.) There was a mixup in their billing office so that our billing info was lost for a few days, and we had to submit it a second time.

After submitting the info, the tech said the unit would ship that day. That was about four days ago. Online status doesn't show any activity on the RMA at all since 11/24. I *suspect* the repair is finished and that it's on its way back,
and the online report hasn't been updated. We'll see.

It's not the WORST service I've experienced.... Dell, Gateway, and Sony have all been nightmarish for me personally in the past decade or so ... but it could use some improvement.

In general, tech support and warranty service are two areas in the US that need overall improvements. As a quality management professional and consultant, I see efforts to reform and improve customer service daily. I just don't see it happening in the computer service world.

Still, I always expect a disaster when submitting a unit for service. So far it's just been a nuisance delay. Serves us right for breaking the thing in the first place, I suppose.

[FitnessFranchisor]

Today I called to try again to find someone who could overnight the unit . . and to see where the repair status was at. I was told a manager would call me right back. Hasn't happened.

[Awperator]

Similar experience with Motion computing....

Have an M1400. It died. I sent it in to them on Saturday (Dec 4th), it was delivered Tuesday early in the morning (9:47 according to fedex tracking). I called them to get a status, they said that they had recieved it, and that the turnaround time would be 2 days. 2 days have passed, and no tablet, no tracking number. I called them, and they still have it in. I had to get a motherboard replaced (which I see after doing a bit of a search that others are having this problem). Finals are monday, and I'm pretty much screwed because I have none of my notes with me. Yes, i've backed up, but I dont have a copy of one note on my main computer..... Joy. I hate motion with a passion now, leaving me like this during my most stressful time.

- Awperator

[jcaldwell]

I am sorry for this low point.

[paulrr]

FitnessFranchisor,

I sent you an e-mail yesterday requesting your contact Info and the case number provide me with that and we'll work with you to resolve this issue...

Ditto for you Awpertor...

FYI: I and others @Motion read this forum... When I read posts from customers like FitnessFranchisor and Awpertor I usually access the Buzz user profile to figure out who you are and match your name with your case number. Then our customer care, or support, or sometimes our support management team work directly with you to resolve the issue. When your name is not listed in your profile I send an e-mail message requesting your Info. Work with me here and we'll do our best to resolve your issues... OK??????????!!!!????????????

Paul................

[FitnessFranchisor]

Paul-

I just responded to your email- thanks. I look forward to seeing what you can do for me.

Regards

Chris

[krollgm]

I haven't sent my Motion 1400 in yet--we've got to solve the jumping cursor issue and a few other things. But customer support, so far, has been, well, very supportive. I have every confidence that everything will be resolved. But I'm even more sanguine now than before after reading Paul's post above. I had no idea that he went to such lengths. For those of you considering Motions (TPCs in general) out there, you should be ready for a few bumps in the road, but I'm convinced that Motion is keenly interested in helping us to navigate them.

I hope you folks with finals were able to pull them off without too much trouble. But Awperator has brought up an interesting point for those of us who only use Onenote on our tablets. Are there other programs that can read Onenote files (or GoBinder files)? A Onenote reader? Backing everything up solves half the problem. But the files aren't going to be helpful if the program to read them is in Texas.

Yours,
gary kroll

[ChrisParis]

I think there's just a disconnect between what the folks on the phone are saying to customers and what is really happening on the repair benches. This is a common problem in customer service organizations.

The fellow I spoke to said my unit would be sent out the same day I spoke to him (last Friday, I think.) Here it is a full week later, and still nothing on our doorstep, and no update to my online status since 11/24. In fact, according to the online report, my repair hasn't even been "Approved" yet. Huh?

Fortunately, we had an extra M1300 here and are not hurt badly.

FYI: our RMA is MTC10215.

Anyway, my point is that there must be very good communication between the techs and the folks on the phone, so that an accurate portrayal of the situation can be relayed to the customer. If the techs ARE the guys answering the phones, then that's worse, because they are giving out false info that they know not to be the case.

[Private Joker]

quote:Originally posted by ChrisParis

I think there's just a disconnect between what the folks on the phone are saying to customers and what is really happening on the repair benches. This is a common problem in customer service organizations.

The fellow I spoke to said my unit would be sent out the same day I spoke to him (last Friday, I think.) Here it is a full week later, and still nothing on our doorstep, and no update to my online status since 11/24. In fact, according to the online report, my repair hasn't even been "Approved" yet. Huh?

Fortunately, we had an extra M1300 here and are not hurt badly.

FYI: our RMA is MTC10215.

Anyway, my point is that there must be very good communication between the techs and the folks on the phone, so that an accurate portrayal of the situation can be relayed to the customer. If the techs ARE the guys answering the phones, then that's worse, because they are giving out false info that they know not to be the case.






I would bet the people answering the phones are in a call centre - in India & get paid $10 a month. I doubt they know anything about the tablets lol (but true)

[Trev]

Actually the people at Motion are in Texas. The repair center is the problem. Bizcom is in milipitas and they suck terribly.

[paulrr]

Hi,

Legitimate issues... I'll make sure they are presented during our services meeting next week...

Paul

[FitnessFranchisor]

Paul-

I got your email that my unit is on the way and will be here Monday.

Here's what I think would have made my experience better:

1) More shipping options- I was told by several people that 2nd day fedex was the only option unless I had a corporate fedex account myself (which I don't currently). This has resulted in a potential 7 PM delivery Monday which is problematic because the office closes at 5 PM. I called fedex and they couldn't even leave it at the center for me to pick up since MOtion puts restrictions on this- they said the sender could do so but I don't imagine anyone is at Motion who could do that over the weekend (or is there?)

2) A tighter contact management system that tracks promised callbacks to customers and makes sure they happened. It's been twice that I was promised a return call that never happened. That feels very frustrating to a customer.

3) Much tighter controls around tracking deliveries. My unit "dissappeared" for 6 days even though I sent it 5 days later that I wanted to so infocater's staff could give me the serial number that a Motion rep said was necessary to give the 48-hour promised turnaround.

I hope that's helpful.

Chris

[ChrisParis]

Trev, what's Bizcom??

[Trev]

bizcom is a repair center that a number of companies use to handle their repairs. Motion is one such company.

[ChrisParis]

Well, I called Motion yesterday... they don't know what's up with my unit. They say they did receive our company's payment info and it should be authorized for repair, but their records (and the online RMA status report) still show it awaiting approval since 11/24.

Motion was supposed to call me back with a status and 24 hours later, no call.

Not good. As of tomorrow, the tablet will have been at Milpitas for FOUR weeks and they (presumably) haven't fixed it yet.

[Jim Artis]

Chris, your experience is frightening. I pity the day I have to send my M1400 in for service. It also gives me pause, with regard to the source of my next Tablet PC.

Thanks for your posts. Please keep us informed.

I hope you get positive information soon.

[Private Joker]

quote:Originally posted by ChrisParis

Well, I called Motion yesterday... they don't know what's up with my unit. They say they did receive our company's payment info and it should be authorized for repair, but their records (and the online RMA status report) still show it awaiting approval since 11/24.

Motion was supposed to call me back with a status and 24 hours later, no call.

Not good. As of tomorrow, the tablet will have been at Milpitas for FOUR weeks and they (presumably) haven't fixed it yet.


This really looks bad on Motion. I'm in Canada. Imagine how little support I would get...
I like the motion but if they can't support their tablets, what's the point?

[ChrisParis]

Checked the RMA status online this morning... it was finally updated, and shows my repaired tablet was shipped yesterday.

Ouch! They put the root cause of the problem as "abuse"! I feel like a bad parent! So humiliating!!

[paulrr]

Hello,
For service and support questions regarding Canada you can call Filbitron at 905 477 0450.
Paul

[gscot81]

We bought a 1700 and had nothing but problems with it from the start...
The fingerprint reader was broken right off the bat, and Motion admitted that... BROKEN right out of the box... And the Stylus-to-Cursor matching was OFF by a significant margin, too, RIGHT OUT OF THE BOX...

The thing has been back and forth to motion several times, calls to Microsoft have happened, and STILL the unit is NOT what we thought we were PAYING for when we bought it...

But the REAL pain is the fact that Motion is giving us nothing but HASSLE as we try simply to get our money back! They point the finger at the Vendor, but the Vendor isn't about to take a $2400 HIT on a LEMON, so they're pointing the finger at Motion!

How hard is this??? Just give us our money back! Geez, we already own THREE other Motion Tablets, which are fine, so it's not like we're not already LONG-TERM Customers!! But this flat REFUSAL to do the right thing (with rudeness on the phone, to boot!) is fast becoming a reason -- for us -- to NEVER buy a Motion Tablet again...

Anybody have suggestions on how to get through to those folks?

[matt6]

quote:Originally posted by paulrr
FYI: I and others @Motion read this forum... When I read posts from customers like FitnessFranchisor and Awpertor I usually access the Buzz user profile to figure out who you are and match your name with your case number. Then our customer care, or support, or sometimes our support management team work directly with you to resolve the issue. When your name is not listed in your profile I send an e-mail message requesting your Info. Work with me here and we'll do our best to resolve your issues... OK??????????!!!!????????????

Paul................

I must say, something is seriously wrong if Motion needs to use these forums to find out about customer unhappiness.

What about all the other customers who have never even heard of this forum? Do they just sit around and wait until Motion feels like shipping back their tablet back?

ChrisParis is a HUGE supporter of Motion and tablets in general. Look how many posts he has on the forums! And he sat for 4 weeks waiting for his machine to come back, all the while Motion was reading about the problem?!

I'm not trying to be rude, but if Motion has to use this little forum as a way to be alerted to customer problems, that is horrible.

Fix your service Motion! GREAT TABLETS can't go without GREAT SERVICE! You buy a Ferrari, you expect Ferrari tech-service, same for Motion.