So I tried the online chat again, starting last Thursday, January 15. Somebody actually responded this time, and after giving a lot of information, I was told to try a reset procedure that ultimately doesn't work with the model I have (the Motorola site lists only the "S11 Flex", and makes it seem like the S11-HD never even existed). Before trying that reset, I had to charge the headset, so I finished the chat session and said I'd get back to them if necessary.
Motorola sent me an email on Monday morning saying that they'd marked the incident as resolved, since it has been more than 72 hours. Nice of them to have told me there was a time limit on the response.
In any event, it turns out that the headset is now completely dead - won't even power on.
So even though Motorola thought things had been resolved, I went back to online chat to try to get things actually resolved, one more time. I chatted with one guy, gave him the two previous incident numbers and all the information that I knew he'd ask for, but he still asked me to repeat myself, asked me about the S11-Flex (again, I do NOT have the Flex model) and then he connected me to somebody else, whose first question was "how can I help you?" Seriously, you can't read what's already been said?
Then this happened:
Aina: Thanks! May I know when did you receive the replacement headset?
Larry Mac: Approximately October 1, 2014.
Aina: I see. I'm sorry to say Larry but we do have 3 months warranty for the replacement devices.
Larry Mac: That's BS
Larry Mac: You have a one year warranty on the original device, and I haven't even gotten to that point yet
Larry Mac: Also, that alleged policy was not disclosed to me at the time of the replacement,
Larry Mac: You can't make up policies and not tell your customers
Larry Mac: Because after all "here in Motorola we make it right for our customers."
(earlier in the chat, Aina had said "We do apologize for the inconvenience on your part but not to worry I'll be more than willing to help you because here in Motorola we make it right for our customers." Apparently not at all true!)
Aina: Apologies Larry. I understand that.[snip]
Larry Mac: So fix it
Aina: I'm sorry but it is not under the warranty. We will just give you a 10% discount for you to purchase a new one.
Larry Mac: Unacceptable
Larry Mac: "here in Motorola we make it right for our customers."
Larry Mac: I received, in replacement, a brand new, sealed package. There was no indication that the warranty as described in that package did not apply. I have it right next to me
Aina: I know how you feel about it Larry. I'm sorry but that is what we can offer you.
Larry Mac: You know what, fine, I can tell you are not actually going to "do the right thing". Give me today's incident number and I'll get this straightened out by somebody who willIt's been about 30 minutes. That email hasn't arrived, to nobody's surprise. I should also point out that last week, in the original chat session, the representative gave me the reference number without hesitation.
Aina: Okay Sir. I will send an email after this chat to give you the incident number.
Larry MacGregor: Just type it here. I don't trust Motorola to follow up
Aina: I can only have the incident number after saving this chat session Larry.
So yes, "here in Motorola we make it right for our customers." Except when we don't because of undisclosed policies, And the not actually making anything right at all.
I really liked this headset when it worked. It was great to not have a cord getting in my way all the time when I was at the gym, or working in the yard. But ultimately, despite the pithy slogan, it seems that Motorola doesn't stand behind their products or their customers, so I'll be shopping for something from a more trustworthy company.
