Monday, March 30, 2009

A recent bit of customer-service correspondence

FROM: Customer (Ken Pierce)
TO: Motorola Customer Service
D/T: 03/28/2009 05:51 PM

Just purchased a Motorola Renew for my daughter, who chose it because of the MP3 capability. Then it didn't work when we plugged it into the computer, and I went to find the driver...but am informed by tMobile that the driver is not included with the telephone and that I have to purchase it from you, at a cost of five times what I paid for the phone. I am hoping that tMobile is simply misinformed. Could you please tell me where I can download a simple driver for the Motorola Renew that will allow my daughter to download mp3's onto her phone? Thanks.


Ken Pierce
FROM: Valeria at Motorola Customer Service
TO: Ken Pierce
D/T: 03/30/2009 04:19 PM

Dear Ken,

Thanks for reaching out to Motorola. I’ve reviewed your e-mail and I’m ready to help.

Regarding your concern, we are glad to inform you that in order to transfer media files from your phone to your PC, synchronize your phonebook and calendar, and use your phone as a modem, you would need to purchase the Motorola Phone Tools 5.0. This kit is available for purchase on line at the link below:

Note: Some downloadable features are restricted depending on the service provider of the phone, for this reason, we would recommend you to contact your service provider before you purchase the software.

If you are a Verizon customer, all multimedia and Internet connection features in this software will be disabled due to carrier request. Please contact your service provider for further information.

System Requirements:
Windows® 2000, XP, or Vista.
Pentium® II 233 MHz computer
64MB of RAM under Windows® 2000 and XP, 128MB of RAM under Vista
Local hard drive with 120 MB free space
A USB cable or Bluetooth on your PC if you wish to connect wirelessly
Motorola Mobile phone compatible with Motorola Phone Tools
Internet Explorer 6.0 or Later

Network, subscription and SIM card or service provider feature. Some features may be disabled by your wireless service provider. Certain features are dependent on the capabilities and settings of your service provider´s network. Additionally, certain features may not be activated by your service provider, and/or the provider's network settings may limit the feature´s functionality.
Always contact your service provider about feature availability and functionality.

We hope that you find this information useful and look forward to assisting you in the future.

For information about Motorola products and services, please visit us at

Thank you for contacting Motorola e-mail support.

Best Regards,
FROM: Ken Pierce
TO: Motorola Customer Support
D/T: 03/30/2009 11:32 PM

Never mind, I took the Motorola phone back and exchanged it for a Nokia phone that cost $10 more but came with all necessary drivers free. +$10 - $50 = guess who came out ahead? Interesting concept, that, selling a phone all of whose advertised features work as advertised when you buy the phone. You might consider trying something along those lines your own selves. On a related note, have you looked at the 5-year chart of MOT recently?


Yours respectfully,



At 12:06 PM, Anonymous Anonymous said...

haha, that customer support email pretty much explains that 5yr chart. :)

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