Michael sent a message to Greg Brown Chairman and CEO, Motorola Solutions, Inc. – email address that said:
Good morning Greg,
Ive recently been in contact with the Motorola customer support team and have found it to far from helpful.
We purchased one of your company's Nexus 6 devices approximately 10 months ago. In the 9 months following, the device performed reasonably well. Over the course of the last month, this device refuses to function as expected in a number of way. Technical details aside, it's costing me $50 more monthly due to data overuse.
Now $50 may be a drop in the bucket for a company such as Motorola, but as a father of 3 toddlers, $50 goes a long way to keep them fed.
Your customer support team is offering two options to assist me with this device.
Option 1: Send the device in, receive a refurbished copy of the same device in return
Option 2: Pay $500 and have a new device sent
$500 - they're after $500 for a phone which we purchased for $300 almost a year ago. This is not justice, and it is not a fair action to take against a consumer.
The point of my writing today is to suggest your customer service department be brought to a standard of serving your customers, as opposed to serving the company's profit margins.
Feel free to contact me
All the best,
-Michael
