Why didn't Motiv at least send us a Confirmation Email when we submitted our forms for the replacement bowling balls? I know the screen said they got it when you were done, but I would have also liked a confirmation Email that confirmed my entry and the data that I entered.

Since we didn't get that, what happens in May 15th when they take down the replacement form and then you find out your replacement form didn't actually go through? With a conformation Email at least you can say yes you did fill out the form. Now it will be your word against theirs. We all know the internet isn't perfect.

I requested from the current lineup.

Quote from: spmcgivern on April 06, 2016, 08:57:38 AM

For those still waiting, did you request a Jackal LE replacement? 

I wonder if Motiv is handling those bowlers who requested a current ball from the lineup first since the LE isn't close to being made.

That was my thought too. I requested the "Limited Edition" ball and haven't heard back yet, although my form was sent in last Friday morning and not the day of it's release so it's probably a ways back in the line.

I'm not particularly worried though. Something like this is going to take time and they probably have thousands of pictures to manually sort through. I doubt the staff stuck with this task is too big.

I requested one current(Revolt Havoc) and one LE. I have not heard anything and submitted my two on the first day.

As for how many of their staff is working the issue, perhaps someone needs to let Motiv know about temp agencies like Robert Half, Account Temps, ManPower etc. Bring in a few temps and get the job done.

Quote from: milorafferty on April 06, 2016, 10:41:40 AM

I requested one current(Revolt Havoc) and one LE. I have not heard anything and submitted my two on the first day.

As for how many of their staff is working the issue, perhaps someone needs to let Motiv know about temp agencies like Robert Half, Account Temps, ManPower etc. Bring in a few temps and get the job done.

... Or maybe it's one big debacle and they're just going off of whatever form they get to. I don't know, but I still can't envision Motiv screwing this up. The fallout from that would be almost as bad as manufacturing illegal balls.

It is kind of odd that those who requested balls from the current lineup aren't being given immediate priority though. You would think they would want people to get their replacements ASAP.

Agreed, there are quite a few bowlers who only have one or two balls. Not me as I have an entire room full of bowling balls, more than half of them are Motiv.


Motiv, please take care of your customers. I'm a big fan and have been since the GT-1. Don't make your long time customers regret their brand choice with poor customer service on this issue.

It's clear that Motiv is overwhelmed with all the the non-planned work triggered by this fiasco. Based on Justin's response, the replacement program work has fallen to a couple of people who already had full time jobs on their plate. Motiv should have automated a confirmation e-mail explaining the situation when forms were submitted. That's a major customer service snafu.
 
I guess the lesson here is to be patient. Motive might not be in a financial position to hire additional help to make things happen overnight. My personal experience with their customer support is that they will make good on their commitments, but it might take a few months for new balls to appear on doorsteps. 
 
Panic isn't going to make anything move faster.

It's clear that Motiv is overwhelmed with all the the non-planned work triggered by this fiasco. Based on Justin's response, the replacement program work has fallen to a couple of people who already had full time jobs on their plate. Motiv should have automated a confirmation e-mail explaining the situation when forms were submitted. That's a major customer service snafu.
 
I guess the lesson here is to be patient. Motive might not be in a financial position to hire additional help to make things happen overnight. My personal experience with their customer support is that they will make good on their commitments, but it might take a few months for new balls to appear on doorsteps. 
 
Panic isn't going to make anything move faster.

It's not about panic, it's about customer perception. If I get my balls replaced today, tomorrow or six months from now, it doesn't change my attitude about the company.

However, that's not the case for a lot of bowlers. I want to see Motiv survive and even thrive. They can turn this entire thing into their advantage. Or they can let it continue to fester in the minds of prospective customers.

I am still waiting for a reply email from Motiv!  I guess that it takes some time. 

Still waiting as well (submitted first night).

Not panicking.

Email received. Requested LE. Earth still spinning on its axis.