2:10 PM (2 hours ago)
As the reason why the order was cancelled, probable causes based on my research rely over the same protocols already addressed in Brittany's email "Our online ordering system has an extremely high security check. Our system will flag orders for many reasons; suspicious differences in billing/ shipping addresses, multiple identities associated with an order or information used to place an order, shipping to PO boxes or 3rd party freight forwarders, multiple orders in a short period of time, etc. Your order was flagged for differences between the billing and shipping addresses "
She also was able to confirm you used both, but not matching, US addresses and adv
ised she'll be getting back to you today Monday 10/06- after her inquiries got an answer, so you can also expect an email with more information sometime today.
Social Media - Customer Care
On Mon, Oct 6, 2014 at 11:57 AM, Aneesh Dubey <firstname.lastname@example.org> wrote:
Please go through the emails.I was only able to create one successful order. And I have amply clarified my position on the different shipping and billing addresses to your call center executives, and to anyone else who I emailed to.the successful order details are:Order details:Order Number: 00771318Order Date: 27th SeptItem Ordered: Moto X - Pure Edition with T-Mobile SIMReceiver: Mr. Aneesh DubeyApart from this, I tried paying with my non-American credit card in which case no successful order was created. Hence there are no order numbers.,Could you please explain why the order was cancelled. And if the order stands cancelled, despite my multiple explanations and calls, I would request you provide me details to reach out to your marketing and sales heads so that I can express consistently why this makes no sense and that I be compensated for the sheer amount of frustration, wasted time and blocked credit card balances.This is the zenith of incompetence and I shall not let it be unless motorola management acknowledges their faults.Regards,Aneesh DubeyOn Mon, Oct 6, 2014 at 1:51 PM, Motorola Support Forums <email@example.com> wrote:AneeshThis have been complicated enough now, and I'm in the best intention to help. I know you'd been expecting it for long now. Though I also have to be clear on the fact that I cannot bypass any requirement from the the sales dept as they are required by law to have both addresses verified for security purposes. At this time after verifying the system with the order details you provided I could now confirm that order has been cancelled.Based on your initial email I can also assume there are more than just one order#'s, so if you have any other please share it with me so I can have them checked out.RegardsMemo BSocial Media - Customer CareMotorola MobilityOn Mon, Oct 6, 2014 at 11:39 AM, Aneesh Dubey <firstname.lastname@example.org> wrote:Hi Memo,I'm surprised to see that the support team is essentially lip service. Please go though the order details properly - the shipment IS to the UNITED STATES OF AMERICA. I do not want it delivered outside the US,I do not understand why you guys are so intent on cancelling the order!!Regards,AneeshOn Mon, Oct 6, 2014 at 1:34 PM, Motorola Support Forums <email@example.com> wrote:AneeshI know it seems complicated but it will be attempted, I'll try to see if it's possible to have the order cancelled since the shipment cannot occur outside the US.Thanks for the information and I'll keep you postedRegardsMemo BMatt and MarkSocial Media - Customer CareMotorola MobilityOn Fri, Oct 3, 2014 at 8:27 PM, Aneesh Dubey <firstname.lastname@example.org> wrote:Hi,Ideally, one should not be calling your customer care to ask about email addresses or phone numbers to escalate an issue; but that's the call I just got off from. And this is the email address I have.Consider this ordering situation I am in:1. Moto maker does not accept Non-American credit cards ( for an inexplicable reason in this global economy where I can pay a cabbie through my international card)2. But this inability to order does not prevent motorola payment gateway to block the credit on my card ( a hold they call it, which for my card lasts 21 days, that means frozen credit, happened 4 times, so that's $2000 on frozen credit I cannot access for the rest of the month)3. I get a friend, with an American Credit card to order the phone and Motorola puts the order on hold: Reason - billing and shipping address do not match!! Doesn't your sales team consider gifting as a potential sales channel?4. But apparently your departments don't talk well to each other, so while Payment department puts the order on hold, the fulfillment gets a cancellation request. There is a difference between Hold and Cancel? To top it, the fulfillment sends out an email stating inability to cancel the order to me! Asking me to love the device I will get.So now, I have an email that says my order is on hold, another email that says it is cancelled but cannot be cancelled and the poor call center assistant is unable to figure how to respond.This process has been on for the last one week, with numerous chats and calls, and now, I am not even sure if the order still exists, or not, or the answer is blowing in the wind.While I tried to cancel the order, I am required to provide the Credit Card details : again, it was my friend who brought the phone for me..so I do not have his personal details.Here's the summary: Can't order the phone from my Indian card, friend orders it for me but I can't get it, the order is cancelled and not cancelled, I cannot cancel the order on the phone as they require details I do not have and I still do not have the new phone I had been waiting over 3 months for.Not getting the phone is not as big on my trouble list now as is the fact that there is a $531 charge on my friends card; and I do not want him to go through trouble for the refund.I know it is a long email, but am i getting through to you? This, while seemingly is a exceptional situation, but this one use case clearly identified a bunch of places where your sales process is completely broken. While you might have patted your backs on the swanky phone and the fancy 'moto-maker'; if a desiring customer has to go through this kind of trouble to get hold of the phone, I'm sure this doesn't bode well with you.You know what, I still want the phone, so here are the order details and inline are the emails I received through the course of my order. Do something so that i get my phone, and one might still claim redemption.Order details:Order Number: 00771318Order Date: 27th SeptItem Ordered: Moto X - Pure Edition with T-Mobile SIMReceiver: Mr. Aneesh Dubey______________________________
Subject Discussion Thread Response Via Email (Jose) 09/30/2014 06:58 PM Hello:
We received your cancellation request. Unfortunately, this will not be possible at the moment since it has already being built. We are sure you're going to love the product once it gets to you! However, if you're still set on getting your money back, call us back to request a Return For Credit. Our number is 1-800-734-5870.
______________________________ __________________________I did not save my chat transcripts, but in hindsight I should have, they were interestingly inconclusive.Call me if you need to chat about my troubles with your company.Irritated,Aneesh Dubey