Motorola Customer Service?

[Ryan]

Ok, so my family owns 4 Original Droids. (Me, both my parents, and my brother.) My Dad and brother got their Droids a little after my Mom and I got ours. (2 for 1 deal.) Anyway, right in the beginning, I noticed that my Mom's keyboard was flat and mine had significantly raised keys and was bumpy. I had no problem with this, mainly because I felt it was easier to navigate around the keyboard this way. However, after about a year, my keyboard began to fall apart and the keys began to slide around and come off... It had no personal physical damage, no water damage, nothing. It's simply because the keys were raised when I first got the phone. If you look on Google, you'll see that many other people have had similar problems. So I went to the Verizon store, they said I'm still under warrantee, and it would cost 85 dollars to get my phone replaced by Asurion...but here's the problem... IT WASN'T MY FAULT THAT THE PHONE BROKE! So, I simply said no thanks, walked out of the Verizon store, I didn't bother arguing because obviously these people can't get my a new phone for free and it's clearly out of there ability to do so. So, next step was calling up Motorola. I reached customer service in the Philippines and they guy (who could barely speak English and was extremely unhelpful, he actually like stopped talking randomly after I asked a questions and said, "So... um. What do you need again?" ) told me that it too would cost money, and my phone was still under warrantee until Feb. 7th. So I called back before Feb 7th to hope to speak to someone higher than him, and I finally got to the supervisor in the Philippines. They said "they don't replace phones," so I simply asked for his manager. He actually told me "he doesn't have a manager..." Funny, I didn't know the Philippines supervisor was the President, Founder, and Owner of Motorola... Anyway, I basically yelled and was so frustrated, asked for the corporate office, he said that there is no number for the corporate office. Then I asked, "Then how do you contact corporate...?" He told me that they contact them by air mail... highly unlikely for a company that sells communication devices. Like what the hell is that... Anyway, I gave up on this guy and called back the next day and reached the El Salvador customer service center, which put me on the phone with their supervisor, who was a little more competent that the other guy I talked to. However, he said just to wait a minute and he would tell me what he could do to get me to corporate...but...he disconnected me and was left to figure it out myself, for like the fourth time now. I then found a New Jersey office number on the internet and thought, "WOW people who can speak English! Yes!" So I called, and of course a Hispanic woman picked up the phone, and I asked for someone in charge... she told me that everyone leaves the office at 5:00 PM.. it was 4:39... I told her that it was not 5 yet, and she told me she was located in NJ, which I already knew. Then I told her that I LIVE IN NEW JERSEY and it IS NOT 5 YET! She then looked at the clock and said oh sorry, then told me that they left anyway. I then questioned her why one of Motorola's corporate offices is empty before closing time, and why Motorola hires such slackers and incompetent people. She had no answer, then was very apologetic and told me to call back tomorrow. I just agreed, and now I plan on calling tomorrow morning... Note now that after all this, the warrantee date has now passed, which is ridiculous because I filed my case before the date. A few of the people who brought this issue up with me later sympathized with me after I made them realize that I called and filed my case before the warrantee ended. I also threatened to file a class action suit, I'm extremely furious with how the customer service treats the customers, it's ridiculous. And please note, whoever thinks that I was rude in what I said to them or anything, no, I was not rude in any way with the customer service people until they literally told me bullshit answers that made no sense and lied multiple times, Apparently two of the people in the Philippines office are named John Smith... yeah, okay. Does ANYONE have any advice or can tell me of their experience? I don't need anyone to tell me about my phone or the warrantee, I just want to know if anyone was able to successfully reach someone in corporate that can actually talk to me and get me a new phone. Thanks.